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

How many times per week do your service advisors have to deal with customers who expect their car to be ready earlier than it is?

Topics: customer experience, technology, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, customer relationships, dealer, convenience, digitisation, retail, trust, transparency, conversation

CustomerLounge dealers can now generate reports that give powerful insights into their dealership from one easily accessible location.

Topics: customer experience, technology, dealerships, customer satisfaction, revenue, interaction, communication, online, digital, feature updates, Customerlounge, automotive, consumers, customer relationships, software, dealer, convenience, digitisation, trust, transparency, conversation

There’s no question that what customers expect from dealerships is changing when it comes to services, MOTs and repairs. But do you know what your customers are actually looking for in their dealings with you?

Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, personalisation, customer relationships, dealer, convenience, digitisation, retail, trust, transparency, conversation

Our latest research revealed that 72% of customers think it's important to communicate digitally when it comes to car servicing. Yet 82% of service advisors still reach for the phone every time. How do you bridge the gap?

Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, Aftersales, Customerlounge, automotive, consumers, personalisation, customer relationships, dealer, convenience, digitisation, retail, trust, transparency, conversation

With online being the first and most comprehensive source of research when buying a car, the dealership’s ability to create trust online is fundamental to future business success.

Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, car purchase, automotive, buyer Journey, consumers, personalisation, sales, customer relationships, dealer, car sales, convenience, digitisation, retail, new car, website, trust, transparency

Today's car buying experience is now a digital one for practically everyone, with 95% of us using websites in the buying journey, and we are increasingly completing more of the process in a virtual space.

Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, car purchase, automotive, buyer Journey, consumers, personalisation, sales, customer relationships, dealer, car sales, convenience, digitisation, retail, new car, website

If there’s one thing operating in the aftermath of a global pandemic has taught us, it’s that customers are individuals and need to be treated as such.

Topics: customer experience, technology, loyalty, dealerships, customer satisfaction, interaction, communication, online, digital, car purchase, Aftersales, automotive, buyer Journey, consumers, personalisation, sales, customer relationships, dealer, car sales, convenience, service, digitisation, retail, new car, workshop