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.

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

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

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

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

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

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