You’ve been there. A problem comes up during your busiest week, and the first person you reach has never seen your account. You explain it. You get transferred. You explain it again. By the time someone who can help picks up the phone, you’ve told the story three times and lost an afternoon you didn’t have.
That’s the pattern we heard about most, and it’s the one we built the Customer Experience Expert team to end.
Support, response times, and consistency were the three things dealers asked us to fix.
When we asked our dealer base where we were letting them down, the answers clustered around the same three words: support, response times, consistency. Not a feature request. Not a pricing complaint. A plain ask to be treated like a partner who matters, not a ticket in a queue. Ronnie said it best:
You’re connecting with a real Dealer Spike customer experience expert who owns your issue, explains what’s happening in plain terms, and stays focused and with you until it’s resolved.”
Ronnie Coulam, Director, Sales, Dealer Spike
Owns your issue. Plain terms. Stays with it until it’s resolved. For you, that adds up to one thing: you stop repeating your story. You say it once, to someone who’s actually going to fix it.
Every dealer gets 24-hour resolution.
This isn’t a perk reserved for your biggest accounts. Every dealer on Dealer Spike is backed by 24-hour resolution on standard website updates and troubleshooting, held to an 80% service level agreement and a 90% support satisfaction target. Whether you reach a dedicated expert or the broader team, the standard doesn’t change: a real person, a plain answer, and a fix inside a day rather than a week. And your account history travels with every interaction, so whoever picks up already knows what’s happened before you say a word.
If you need to open a case right now, you can also do that directly through the Customer Portal.
The team behind the badge is trained to a standard, not just a job title.
“Customer Experience Expert” isn’t a title we handed out. It’s a standard the team is trained and tested against.
Our team of experts is made up of qualified team members who have passed internal tests to ensure that you are taken care of, whether that’s from an answer on support or our feeds team or customer success team. We’re up-leveling ourselves to ensure that we’re providing you with the best answers and the best experience.”
Ronnie Coulam, Director, Sales, Dealer Spike
That standard has a name: Guide. Support. Grow. Guide you through decisions with real expertise. Support you fast when something breaks. Grow your business, measured in leads and inventory turns, not tickets closed. It applies whether you’re talking to support, the feeds team, or customer success, which means the quality of the answer doesn’t depend on which door you walked through.
The advice behind that standard comes from people who’ve stood on your side of the counter.
Some of that comes down to who trains the team. Jeremy Olsen, our Senior Director of Customer Success, has spent more than 20 years in dealer success, and that pattern recognition shapes how the team is taught to read your account. Tia Robinson, our Senior Product Manager for digital advertising and email, brings the same lens to how the team coaches dealers on cutting through the noise online. And Brad Cannon, our Director of Email Automation, ran operations for a four-store dealer group before moving into dealer education, so when the team talks about month-end pressure, that’s a perspective in the room, not a script.
That’s why the advice you get is specific instead of generic. On paid search, for instance, the team won’t just point you at your click count. They’ll tell you to track cost per inquiry and cost per conversion, because that’s the number that actually tells you whether your spend is working.
You should never have to wonder who to call.
That’s the whole point of this team, stated as simply as we can put it. Not a faceless queue. Not a different stranger every time. A person who knows your industry, increasingly knows your account specifically, and is held to a standard you can feel every time you call.
Watch the full webinar to hear the team explain the standard themselves.
Ronnie and the team walk through exactly how the Customer Experience Expert standard works, what it means for your account, and how to reach your team when you need them.
