A great customer experience is everything.
Creating brand loyalty in today's computerized world requires excellence and speed at every step of the automotive customer lifecycle, from first contact to repurchasing. If your dealership can't keep pace, we can guide you through a digital transformation to streamline your operations.
We provide a comprehensive and tailored solutions suite that converts manual tasks and face-to-face interactions to the digital applications you need to create a fantastic customer journey.
For some of your customers, it’s tough to get out the door and visit for vehicle service. Whether they are busy professionals or parents with young ones in tow, the ability to schedule service online, manage vehicle maintenance, and pay bills online is an incredible benefit for customers.
According to our recent National Consumer Survey, however, nearly half of consumers are not aware that their dealership offers touchless online services. That’s a substantial potential for dealers to utilize! If you have online car service options available, these are great opportunities to promote both in-store and through your marketing. Offering a unique and convenient online experience can help drive stronger customer loyalty and prevent defection to competitors who might provide a different experience.
How Touchless Online Services Transform the Customer Experience
Do Customers Want More Online Car Service Perks?
Absolutely—60% of consumers surveyed show some level of likeliness to use touchless online services provided by their dealerships. This presents your store with the opportunity to capture and keep customers by providing the online services they need.
As technology continues to advance in the automotive industry, it’s crucial that your dealership stays ahead of the competition by adapting to the ever-changing landscape and adopting the tools and technology that will help your store succeed. When you introduce your sales customers to your service team, ensure they’re informed of your online car service options to help strengthen the customer relationship, increasing the customer lifetime value. Feature your dealership’s online experience in your marketing communications and on social media.
4 Ways Your Store Can Deliver Superior Online Experiences
Here are the top four aspects of the online car service experience that customers felt were the most important.
Repair order tracking: No one enjoys waiting for services to be completed and having no insight into the status of those services. Give customers more peace-of-mind with live repair order tracking. This tool allows customers to have real-time updates of their vehicle service every step of the way by sending automated communications, helping save service advisor time as well.
Video chat capabilities: Customers want the ability to speak directly to their service advisor to review the work completed on their vehicle. Providing your service team with the tools to record technician videos offers several benefits, including building customer trust, adding personalization, and boosting ROI by offering transparency to your customers for service authorizations.
Vehicle pickup and delivery services: Many of your competitors most likely offer vehicle pickup and delivery services as well, but do they include a mobile app that allows customers to track their vehicle’s location and time of arrival? Add an extra level of exceptional to your online car service amenities with the technology that gives both your staff and your customers the power to schedule and manage vehicle pickup and delivery.
Online bill payment options: Speed is essential in the service lane, and that includes the checkout process. But it isn’t only the ease of use that is important to customers—having online bill payment options gives your store better invoice management and payment details while giving your customers the ability to ask their service advisor questions and process their payment securely.
Take Your Touchless Online Services Further
As your customers schedule service online, they’re also expecting a better online experience in other ways as well. Our proven solutions can help your store stay top-of-mind with RO Tracker, Tech Video, Transport, BillPay, and much more. Contact us today to explore our Service Suite and see how we can help you improve the customer experience and drive revenue.
All | November 10, 2023