HelloCars has been recognised as an ABA100® Winner for Digital CX Management in The Australian Business Awards 2019. The Australian Business Award for Digital CX Management [DCX] recognises organisations that have achieved outstanding results through initiatives that demonstrate excellence in digital customer experience.

As the first online-only car dealer in Australia, HelloCars facilitates perhaps the single most expensive transaction of any online retailer in Australia. Our customers are at the heart of everything we build, so to be recognised in two categories at the ABA100 awards for customer experience is truly a huge achievement and testament to the considerable effort made by our team.

George Skentzos, Head of Marketing & Customer Experience, HelloCars.com.au

HelloCars is the largest online-only used car retailer in Australia, embracing online commerce in the automotive retail space to help Australian motorists with a fast, simple and transparent way to buy or sell a used car.

HelloCars was founded in late 2015 by brothers Paul and Michael Higgins as Australia’s first online-only used car dealership, allowing customers to buy or sell a used car. HelloCars is a challenger brand that aims to disrupt a the used car industry through positive customer experiences, convenience and affordability.

Today, HelloCars employs more than 20 staff across customer service, finance, web development, marketing and administration who are committed to delivering a positive experience for their customers.

HelloCars offers unique online products and services in the following areas:

Selling A Vehicle – By reducing overheads as an online business, HelloCars is able to offer car owners more money for their vehicles while also offering a simple and convenient experience.

Buying A Vehicle – HelloCars offers the first true online retail experience for car buying, allowing customers to purchase a vehicle online and have it delivered to their driveway anywhere in Australia.

Vehicle Finance – HelloCars vehicle finance is committed to responsible lending practices and a risk-free process that offers value and transparency.

HelloCars has adopted a customer-first approach to its business model by providing customers with a simple and risk-free experience throughout the process. From initial customer research it was determined that there were several key areas where customers were dissatisfied with the traditional car buying experience:

Price Promise – In order to assure consumers, a Price Promise was introduced as a guarantee for a consumer’s online quote. In the event that the final offer presented to the customer is below the quote they received, HelloCars will issue the customer with a $50 eGift card.

Haggle-Free Pricing – In order to alleviate the stress of negotiation and facilitate the self-serve online transaction aspect of the business model, HelloCars adopted a haggle-free pricing strategy where the best possible market price is put forward with no negotiation required. By operating online, HelloCars is able to eliminate the exorbitant overheads commonly associated with car dealerships, allowing the business to sell the same vehicle for significantly less than a comparable bricks-and-mortar dealership.

Money-Back Guarantee – A car is often the second largest purchase any consumer will make in their lifetime, yet the only assurance most customers are offered prior to purchase is a short test drive. HelloCars instead uses a Money-Back Guarantee policy where the customer is able to return the vehicle within the first 3 days if it fails to meet their expectations for any reason, ensuring the customer has an exceptional customer experience.

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