What's New
Configurable Alerts
We have introduced the ability for you to configure which alerts matter most to your dealership. Individual alert reasons can be switched on or off to align with your specific requirements and processes.
Simply send an email to support@logimeter.com and our team will tailor the alerts to suit your business.
Sales
Missed Opportunity Reasons:
- Vehicle not in stock and no other options offered
Reason
Vehicle not in stock and no other options offered
Description
If a customer enquired about a car that wasn’t available, and no other options (different colours/trims, incoming stock, or used vehicles) were suggested, the call is flagged. A proactive attempt to keep the customer in play could have saved the opportunity.
- Budget given but no effort was made to work with it
Reason
Budget given but no effort was made to work with it
Description
When a customer gave their budget and the agent dismissed it without exploring trims, finance terms, or used options, the conversation is flagged. Ignoring budget signals is seen as missing a clear chance to guide the sale.
- Customer seemed to be only browsing and the Agent didn't try to engage them properly
Reason
Customer seemed to be only browsing and the Agent didn't try to engage them properly
Description
If a caller said they were “just looking” and the agent accepted that without probing questions or offering a future follow-up, it signals a missed opportunity to nurture interest into intent.
- Customer had a concern and no solution was suggested
Reason
Customer had a concern and no solution was suggested
Description
If the customer raised objections (price, colour, competitor offer) but the agent didn’t try to resolve them or pivot to an alternative, the call is flagged. Handling objections is critical to keeping the deal alive.
- Customer said they’ll buy later and no plan was made to stay in touch
Reason
Customer said they’ll buy later and no plan was made to stay in touch
Description
Customers who said they’ll “buy later” but were left without a follow-up plan or reminder are flagged. A simple nurturing action could convert delayed interest into a sale.
- The opportunity was not managed properly due to perceived lead source
Reason
The opportunity was not managed properly due to perceived lead source
Description
If an enquiry was dismissed as “low quality” simply because it came from a social channel or third-party listing, without qualification, it’s flagged. Every lead deserves a fair attempt before being written off.
- NewAppointment not offered despite clear intent.
Reason
Appointment not offered despite clear intent.
Description
The agent failed to propose an appointment during a qualified interaction where the prospect demonstrated intent to purchase or where a clear opportunity existed.
CSI Risk Reasons:
- Customer frustration about not receiving follow-up
Reason
Customer frustration about not receiving follow-up
Description
Customers who complain they’ve been waiting for a call back, still haven’t received a quote, or had to chase repeatedly, are flagged. Consistent follow-up is a key driver of CSI scores.
- Customer disappointment around stock related issues
Reason
Customer disappointment around stock related issues
Description
Calls where customers were frustrated by vehicles being advertised but not available or repeated failure to source stock, are flagged, as they create a perception of false promises.
- Customer seemed to feel rushed or that they were cut short
Reason
Customer seemed to feel rushed or that they were cut short
Description
If the agent cut the call short, came across as dismissive, or didn’t allow the customer to explain their needs fully, it’s flagged. Customers want to feel heard.
- Customer did not seem happy with the call experience
Reason
Customer did not seem happy with the call experience
Description
Sarcasm, raised voices, or a disengaged attitude are strong CSI red flags. Even if the facts are correct, tone can ruin the experience.
- Customer did not seem happy with the finance related discussions
Reason
Customer did not seem happy with the finance related discussions
Description
When finance options were unclear, poorly explained, or left the customer more confused than informed, it’s flagged as a risk.
- No test drives or any other appointments were offered or arranged
Reason
No test drives or any other appointments were offered or arranged
Description
If the customer asked about visiting, test driving, or booking and no appointment was offered or confirmed, the call is flagged. Customers expect clarity on next steps.
- Information provided was unclear or inconsistent
Reason
Information provided was unclear or inconsistent
Description
If warranty, service plans, or pricing details were inconsistent or unclear, the conversation is flagged. Inconsistent info erodes trust.
- Customer seemed to feel the Agent expressed a lack of interest
Reason
Customer seemed to feel the Agent expressed a lack of interest
Description
Calls where the agent seemed disengaged, failed to ask clarifying questions, or left long pauses are flagged. Customers quickly pick up on disinterest.
- Customer raised a complaint during the call
Reason
Customer raised a complaint during the call
Description
If the customer directly lodged a complaint, expressed anger, or threatened escalation (manager, OEM, ombutsman), the call is automatically flagged for CSI risk.
Aftersales
Missed Opportunity Reasons:
- Appointment not offered despite clear intent.
Reason
Appointment not offered despite clear intent
Description
The agent failed to propose an appointment during a qualified interaction where the prospect demonstrated intent to purchase or where a clear opportunity existed.
- Customer parts enquiry was left unresolved
Reason
Customer parts enquiry was left unresolved
Description
When a customer enquired about part availability or pricing and the agent neither confirmed stock nor committed to checking and following up, it is flagged. Unresolved parts enquiries often mean the customer will go elsewhere.
- A warranty related repair enquiry was dismissed without clarification
Reason
A warranty related repair enquiry was dismissed without clarification
Description
If a customer raised a warranty or repair-related question and the agent responded vaguely or dismissively without confirming or escalating, it’s flagged. Mishandling warranty queries risks both customer trust and OEM compliance.
- The customer budget was not managed properly
Reason
The customer budget was not managed properly
Description
When a customer raised budget issues and the agent didn’t attempt to offer cheaper or alternative options, it’s flagged. Service price sensitivity is a key risk.
- The agent thought the customer was a passive buyer and did not engage fully
Reason
The agent thought the customer was a passive buyer and did not engage fully
Description
If a customer sounded like they were “just checking” and the agent ended the conversation without probing or offering a quote, callback, or reminder, the opportunity is flagged as dropped.
CSI Risk Reasons:
- Booking process was difficult or unclear
Reason
Booking process was difficult or unclear
Description
If a customer struggled to make or confirm a booking, or found the process complicated and unhelpful, it’s flagged. A smooth booking process is core to CSI.
- No clear next steps were provided or agreed
Reason
No clear next steps were provided or agreed
Description
Calls that end without resolution or confirmation (e.g., repair status, callback, follow-up action) are flagged, as they leave customers uncertain and dissatisfied.
- Customer expressed frustration over delays or having to make repeated calls
Reason
Customer expressed frustration over delays or having to make repeated calls
Description
When customers complain about waiting too long, chasing for updates, or calling multiple times with no progress, the call is flagged as a CSI risk.
- Seemed to be confusion over warranty or service scope
Reason
Seemed to be confusion over warranty or service scope
Description
If questions about coverage or costs are left unanswered or handled vaguely, the customer is flagged as at risk. Lack of clarity here is a frequent CSI issue.
- Seemed to be confusion around the part availability or type of part
Reason
Seemed to be confusion around the part availability or type of part
Description
Calls where conflicting or unclear information is given about whether a part is in stock, on backorder, or suitable for their vehicle are flagged. Customers expect certainty.
- Customer expressed frustration at being transferred and bounced around
Reason
Customer expressed frustration at being transferred and bounced around
Description
If a customer was passed between multiple people without resolution, it’s flagged. Being “bounced around” is one of the quickest ways to hurt CSI scores.
- The call contained an escalation or threat
Reason
The call contained an escalation or threat
Description
Calls where the customer threatened to escalate to a manager, OEM, or external body are flagged as high-severity risks.
- Customer raised a complaint during the call
Reason
Customer raised a complaint during the call
Description
If a customer directly raised dissatisfaction, poor service or damage during the call, the system flags it automatically as a CSI risk.
Why Calls Are Flagged as Missed Opportunities?
Our AI flags calls where a customer showed sales or service intent, but the conversation didn’t progress. This doesn’t always mean something was done wrong, it shows where proactive engagement could have turned interest into action.
Key rules applied:
- If a lead is clearly mismanaged (e.g., dismissing a ready-to-buy customer or ignoring a booking request), it is flagged as a dropped lead.
- If a customer shows intent but no needs analysis or next step is arranged → flagged.
- If a customer is non-committal and no probing questions are asked → flagged.
Why Calls Are Flagged as CSI Risks?
Our AI flags calls where a customer’s tone, words, or experience suggest dissatisfaction that could damage CSI scores or lead to complaints. These alerts help you spot and address issues early before they escalate.
Key rules applied:
- If a customer directly makes a complaint during the call, it is flagged.
- If a customer expresses frustration, disappointment, or confusion and the concern is not resolved or acknowledged, it is flagged.
- If an agent’s behaviour, tone, or lack of follow-up leads to a poor experience, it is flagged.
- In serious cases where anger escalates or threats to escalate are made, it is flagged.