Creating the right balance of customer messaging in your dealership operations is crucial for your service department. When customers visit for vehicle service, they’re wondering if the repairs are on track and how long the appointment will take. By sending a quick text message with a status update, you can ease customer concerns and completely transform their service experience.
In fact, our recent consumer survey uncovered just how quickly customers expect a status update after checking in for service or dropping off their vehicle. Going beyond a simple courtesy, clear and consistent customer communication via SMS text and other channels can build trust, reduce customer anxiety, and ultimately, turn satisfied customers into loyal ones.
6 Service Customer Communication Tips to Supercharge CSI
How Quickly Do Customers Want Status Updates?
According to our recent National Consumer Survey, 64% of customers expect their service advisor to respond to them on the status of their vehicle within 15 minutes.
Equipping your service team with the tools needed to keep customers informed can not only help exceed expectations but also provide transparency on their vehicle repair needs and capture more approvals.
Clearing the Way for Stronger Customer Communication
Here are six ways you can improve the communications and connections between customers and staff in your service lane:
1. Embrace Multi-Channel Communication: Your service customers have communication preferences—offer a variety of ways for them to receive updates, like SMS text message, email, phone call, or a dedicated app with push notifications.
2. Proactive Updates are Key: Don’t wait for customers to call. Set expectations with a clear timeline upfront, and proactively send status updates throughout the service process. This could include initial confirmation, when the car is inspected, if unexpected issues arise, and when the vehicle is ready.
3. Leverage Technology for Efficiency: Streamlined communication and speedy transactions can give your store a competitive edge. Plus, automated text messages can keep customers informed without overwhelming service advisors. You could even consider online portals where customers can track repair progress in real time.
4. Invest in Staff Training: The best technology can’t replace well-trained staff. Train service advisors on clear communication practices. This includes active listening, explaining technical information in a clear way, and offering options when decisions need to be made.
5. Transparency Builds Trust: Be upfront about costs, potential delays, and any unexpected issues. If a repair takes longer than anticipated, explain why, and adjust the timeline accordingly. Customers appreciate honesty and feel more in control when they understand the situation.
6. The Power of Video: Consider incorporating short video status updates. A technician can explain the problem directly to the customer, showcasing needed repairs and offering visual context. This visual evidence can help increase upsells as well as customer trust in your team.
Opt In to Better Service Communication
No one wants to feel out-of-touch with their vehicle care. By making customer communication a priority, your dealership can build trust with customers to earn their business while accelerating service processes for optimum efficiency.
Affinitiv Messaging empowers your staff to connect with customers quickly, share images and videos of vehicle repair needs, and capture approvals—all while providing an experience that puts customers in the driver’s seat. Want to find out more? Contact us today for your live demo.
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