Welcoming new arrivals to CustomerLounge!

Posted by Catherine Osborn on 27-Sep-2021 11:45:51

The Customer Success team is super busy welcoming new arrivals to CustomerLounge here at Autino this autumn. And that’s really good because the reason they are rushing around is so that aftersales teams in dealerships like yours don’t have to.

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Topics: customer experience, technology, dealerships, dms, dealer management, communication, digital, dealer software, Aftersales, automotive, sales, software, digitisation

Proactive messaging: is yours hitting the mark?

Posted by Jon Oxtoby on 09-Aug-2021 11:00:00

Recently, we asked consumers to tell us about their experiences with car dealerships — the good, the bad and the ugly — and one area we homed in on was that of proactive messaging. Three quarters of service customers said it was important or very important to get reminders about future work and to be able to book it online.

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Topics: customer experience, technology, dealerships, dms, dealer management, communication, digital, dealer software, automotive, software, digitisation

Do your customers always need to talk to a human?

Posted by Jon Oxtoby on 26-Jul-2021 11:00:00

Let’s take a virtual tour through a typical aftersales department for a moment. The aroma of fresh coffee wafts through the office, someone drops a bag of doughnuts onto the desk — it’s their birthday — sunlight drifts through the windows. Service advisors chat happily to customers, accompanied by the gentle tapping of keyboards.

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Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, customer relationships, service, digitisation, automation

Thinking of upgrading your DMS comms? 5 things to look out for

Posted by Jon Oxtoby on 17-May-2021 10:48:18

The communication tools your DMS offers aren’t always easy to use and don’t always give your customers a premium experience. But how do you sort the wheat from the chaff when choosing an aftersales communications platform?

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Topics: customer experience, technology, dealerships, dms, dealer management, communication, digital, dealer software, automotive, software, digitisation

Can service advisors really work from home?

Posted by Jon Oxtoby on 04-May-2021 10:45:00

As we emerge, blinking, out of another lockdown, is this really it? Or are COVID-19 and its variants here to stay, requiring annual vaccines and regular lockdowns? The truth is, nobody yet knows.

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Topics: customer experience, technology, dealerships, IT, dealer software, automotive, customer relationships, software, service, digitisation, covid-19

Are you ready for the rush?

Posted by Jon Oxtoby on 26-Apr-2021 11:00:00

Research from Bumper reveals that 63% of car owners have delayed servicing and repairs due to COVID-19. Now that restrictions are easing, are you ready to handle the influx of work while still delivering great service?

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Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, customer relationships, quality, service, digitisation, coronavirus, covid-19

Are all-in-one digital tools right for dealerships?

Posted by Jon Oxtoby on 12-Apr-2021 10:45:00

Many dealerships look for digital tools that can handle a multitude of different tasks in their aftersales department. The simplicity and convenience of this approach are obvious – but is it a mistake?

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Topics: customer experience, technology, dealerships, dms, IT, dealer software, automotive, software, CDK Global, service, digitisation

Rethinking VHCs with digital tools

Posted by Jon Oxtoby on 06-Apr-2021 10:45:00

Vehicle health checks (VHCs) are valuable tools for aftersales departments. But there’s a world of difference between a good VHC and a great one. Digital tools may hold the answer.

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Topics: customer experience, technology, dealerships, IT, Aftersales, automotive, software, service, eVHC, VHC

4 steps to switching from phone-based to digital-first communications

Posted by Jon Oxtoby on 29-Mar-2021 09:13:19

If you’re ready to digitise the way your aftersales department communicates with customers, this blog will help you understand how to get started.

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Topics: technology, dealerships, dms, IT, communication, dealer software, Aftersales, Customerlounge, automotive, software, dealer, Support, branding, digitisation, website

Rethinking the relationship between digital and personal

Posted by Jon Oxtoby on 22-Mar-2021 11:00:00

Many people argue that digital tools and services are inferior to the service that a genuine human being can offer. But the relationship between digital and personal services is more complicated than that.

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Topics: customer experience, technology, dealerships, customer satisfaction, communication, Customerlounge, automotive, personalisation, customer relationships, dealer, digitisation

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