Everyone has their own requirements when it comes to selecting the specialist vehicle adaptations needed to get back behind the wheel or out on the road for the very first time. But how do you find out which vehicle adaptations you need, and who will fit them for you? Here, Chiara Torr from vehicle adaptation specialist Mobility in Motion tells us what happens when a potential customer makes an initial enquiry, introduces us to the Mobility in Motion Customer Experience team and gives us a flavour of what a typical day looks like for the accessible adaptation experts.
Hello, MotaClarity readers. Firstly, let me introduce myself, I’m Chiara from vehicle adaptation specialist Mobility in Motion and I’m thrilled to be a guest on MotaClarity's blog to share insights on accessible car travel and driving with adaptations.
Before delving into how tos, top tips and comprehensive guides, I thought I would kick off with introducing our friendly Customer Experience team who look after our customers at the very start of their Mobility in Motion journey.
Grab a cuppa and discover what a day in the life looks like...
Inbound Enquiries Team Leader
Niall joined the team 2 years ago as a Customer Experience Advisor following 3 years in sales. His commitment to customer care has been paramount throughout his time at Mobility in Motion.
Customer Experience Advisor
Rob has been a member of the Customer Experience team for 18 months and is also newly part of our Online Assessment team. His knowledge and experience are invaluable.
Customer Experience Advisor
Simeon also joined us 18 months ago and is an integral member of the team, always providing expert advice and outstanding customer experience.
Customer Experience Advisor
Reece joined 1 year ago and has already hit the ground running with his eagerness to learn and provide the best advice for his customers.
A bonus member of the Mobility in Motion team is our virtual interactive advisor, Max, who can respond to a variety of questions and requests, including processing brochure requests, detailing certain product information and price indicators. This service is available 24/7.
The chat can then get transferred to one of the Customer Experience team members if a more in-depth conversation is required to assist with the user’s enquiry. This can be dealt with straight away if the initial web chat is within our opening hours of 9am - 5pm / Monday - Friday. If the web chat comes through outside of these hours, a member of the team will pick this up within the next working day.
Mobility in Motion's Customer Experience Advisors are the first point of contact when customers enquire through web chat, telephone, WhatsApp, email, or referral. Their goal is simple, to understand your mobility needs and do all they can to meet them.
At a high level, their day typically includes:
And of course, a few hot brew rounds and 'bad dad' jokes!
As an example, today was a consistent day throughout. The team handled 205 phone calls, logged 39 enquiries, responded to 25 live chats, and booked 7 mobility assessments.
Ultimately providing many customers with expert advice and guidance with the goal to enhance each and every one of their lives.
Thank you again to MotaClarity for having me on your platform to introduce Mobility in Motion's friendly team of mobility experts. Check out more useful guides and tips on the Mobility in Motion website.
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