The idea behind your company, being able to go through the car buying experience without the haggling and long waiting periods of traditional dealerships is unmatched, great idea, okay execution.
I think if what you're aiming for is to be the best, you have to provide even better than great customer service, calling the cx service line there are prolonged wait times, and non universally shared knowledge between your reps, I think a system where any rep can answer any question effectively is needed. Ex: I had to call thrice for one person to give me an update on the whereabouts of my car. The rest of the cx service experience was great, though glaringly obvious that side of the business is needing help.
The overall experience at the Carvana location in Houston was great, fast and friendly, not super knowledgeable about the car itself (to be expected when you're buying used cars from third parties), but quick and easy enough I'd definitely recommend to friends and family. I think if you are centering the guest experience at the 'dealership' around the vending machines, more mechanical work need to be in place, the man gone had to be reset while I was there and the team at the location indicated it was an ongoing problem where The vending machine breaks down regularly. That certainly wasn't the selling point for me, however, from the brief convo I had with my sales rep, it sounds like a lot of guest come in excited about that experience. I think if you're going to sell that aspect of it as much as you do with your marketing team, have maintenance staff on site ready to fix and be proactive when it comes to this, as opposed to having your sales staff be the ones to handle it when it happens.
I think this company is on the right track to be a major player, but logistically could improve, I hope this helps.
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