Behind the Bubble: Randy’s Approach to Messaging Excellence | Carol Marshall & Randy Jeffrey

Written By AE Staff

In this episode of Behind the Bubble in our Fully-Engaged series, we take you behind the scenes of ActivEngage’s human-powered automotive chat operations. This series highlights what makes our unscripted approach unique—fostering authentic, meaningful conversations that drive results for our automotive dealer partners.

This episode features Randy, our Director of Messaging Operations, sharing his 11.5-year journey with ActivEngage. Starting as an automotive live chat agent, Randy’s career has grown to include leading quality, training, and conversational operations. His story reflects ActivEngage’s dedication to promoting from within and developing top talent.

Highlights of the Episode:

  • The Power of Unscripted Conversations: Randy discusses how our team strikes a balance between structure and creativity using our proprietary acronym, LAUGHS:
    • Listen and Acknowledge: Building trust through active listening.
    • Understand and Guide: Navigating conversations to provide meaningful insights.
    • Have Fun: Bring personality and energy to each chat.
    • Set Expectations: Ensuring seamless transitions to dealership follow-ups.
  • The Evolution of Metrics: Randy explains how ActivEngage measures both quantitative success (e.g., leads, response times) and qualitative excellence (e.g., customer satisfaction, authentic engagement).
  • Adapting Post-COVID: The pandemic transformed our operations. Randy shares how our fully remote team embraced technology and transparency to excel, maintaining high performance in a new environment.
  • A Commitment to Learning: At ActivEngage, our culture emphasizes continuous improvement—enhancing internal communication, building customer relationships, or supporting our dealer partners.

Randy showcases the heart of ActivEngage: delivering human-powered, impactful conversations that make a difference for auto dealers and customers alike. Stay tuned for more insights in Behind the Bubble—your window into how we create success, one chat at a time.

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