Edmunds Shifts Customer Service Into High Gear During Car Week


  • Car Week Picture

    Car Week Picture

    Edmunds is revving up its consumer-service initiatives during Car Week. | June 10, 2014

Just the Facts:
  • Edmunds is revving up its customer-service initiatives during Car Week, as it seeks to be the leader of driving a better consumer experience throughout the car-buying process.
  • Consumers can now text Edmunds at ED411 with their car questions.
  • "It's an easy way to get information and personal replies about car shopping," said Mark Holthoff, Edmunds director of customer support.

SANTA MONICA, California Edmunds is revving up its customer-service initiatives during Car Week, as it seeks to be the leader of driving a better consumer experience throughout the car-buying process.

Consumers can now text Edmunds at ED411 with their car questions.

"It's an easy way to get information and personal replies about car shopping," said Mark Holthoff, Edmunds director of customer support. "You can text us from the showroom floor about where the deal is headed and we'll help."

The pilot program launched just days ago.

"You don't need to download anything," Holthoff said. "Just text your car question and we reply. For consumers, it's a no-brainer. All you have to do is remember ED411.

Holthoff said Edmunds is shifting into high gear as it burnishes its reputation as a customer-service company.

Edmunds' Car Week, which kicked off on Monday and runs through June 15, is a dramatic sign of where the company is headed. As part of Car Week, Edmunds is highlighting its Live Help Line (1-855-782-4711).

"Live Help lets consumers talk to Edmunds," Holthoff said. "We don't have a remote team reading off scripts. These are Edmunds people, car fanatics at heart, who like to talk about the latest car news. These are people who want to talk cars with consumers.

"Scott Oldham, vice president of editorial and editor in chief, is one of the Live Help volunteers. Most of the editorial team has signed up. They live and breathe this stuff."

Edmunds connects to about 3,000 car shoppers a month through Live Help. Consumers can connect in a number of ways, including chats on the Web site, texts to ED411, Facebook, Twitter and e-mail.

"We answer everything that comes to us," Holthoff said.

Holthoff, the former senior manager of customer service at Amazon.com, pointed out that Edmunds is "unbiased" when it comes to helping car shoppers.

"Nobody else can say that," he said. "We're trying to improve the car-shopping experience and make it the best."

Edmunds says: We'd love to hear from you.

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