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

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

What can car dealerships learn from phone companies?

Posted by Jon Oxtoby on 01-Mar-2021 11:00:00

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.

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

Solving the constant communication problem

Posted by Jon Oxtoby on 22-Feb-2021 10:30:00

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?

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

The challenges of using social media to talk to customers

Posted by Jon Oxtoby on 15-Feb-2021 10:00:00

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?

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

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