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?

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

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.

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

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.

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

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?

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

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.

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

On the face of it, mobile phone providers and car dealerships feel like totally different businesses. But when it comes to dealing with customers, there’s a thing or two that car dealerships could learn from phone providers.

Topics: customer experience, data, dealerships, customer satisfaction, interaction, communication, Aftersales, automotive, personalisation, customer relationships, software, dealer, convenience, digitisation, conversation

The way in which your customers want to communicate with your dealership is evolving – but that’s putting strain on your aftersales team. How can you satisfy customers without increasing pressure on your service advisors?

Topics: customer experience, dealerships, customer satisfaction, interaction, communication, Aftersales, automotive, customer relationships, software, dealer, outlook, convenience, digitisation, conversation

Instant messaging could help dealerships communicate better with aftersales customers, and so increase customer satisfaction. But how do you deliver that service? Social media is one option – but is it the right way to go?

Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, social media, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, digitisation, Facebook, conversation

Whether it’s instant messaging apps, mobile games designed to keep users hooked with constant rewards, or watching the likes rack up on a social media post, humans are becoming less content to wait for a response.

Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, dealer, convenience, digitisation, conversation

What information does a customer need when they bring their car in for a service, an MOT, or a repair? Back in the day, all they needed was the information on the work you did, and the invoice. But these days, customers are expecting rather more.

Topics: customer experience, technology, dealerships, customer satisfaction, dealer management, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, dealer, convenience, digitisation, eVHC, MOT, conversation