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

4 tips to make service more personal

Posted by Jon Oxtoby on 15-Mar-2021 11:00:00

83% of dealerships agree that customer satisfaction increases significantly when customers receive tailor-made services. How can aftersales teams deliver the personal touch at scale when they’re so busy all of the time?

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

Let's talk about VHC

Posted by Jon Oxtoby on 08-Mar-2021 10:45:00

Vehicle Health Checks (VHCs) are a valuable tool for dealerships – but many aren’t taking advantage of them. In this blog we’ll explain how they can improve customer satisfaction and revenue in your dealership.

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Topics: customer experience, loyalty, dealerships, customer satisfaction, communication, Aftersales, automotive, dealer, customer loyalty, digitisation, eVHC

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