The automotive industry has undergone a plethora of changes since the pandemic disrupted our lives almost 4 years back. Customer experience (CX) has become a key element when it comes to success and sustainability for car dealers and manufacturers. Apart from completing a major part of their car-buying journey online, customers expect seamless, tailored services and after-sales support. That is why it is important to increase customer engagement. This time we’re looking at ways you can do just that.

Personalize car-buying journey via multiple channels

It is important to keep in mind that customers tend to engage across several channels, such as visiting the dealership, browsing online listings, and contacting support teams via various online channels. An omnichannel approach is vital for increasing customer engagement as they expect smooth hand-offs between each of these touchpoints. Here are some suggestions to help with that. 

• Tweak promotions and recommendations as per the interests of an individual.

• Keep the message consistent across different channels.

• Customer Relationship Management (CRM) insights have to be shared seamlessly between sales and support personnel.

• Data and information captured on one channel should be automatically logged for reference in others.

Provide after-sales support

The work isn’t done when a customer drives off the dealership parking lot in their brand new vehicle. To stand out in competition, you have to take CX beyond the point of sale. Stellar after-sales support and services have to be provided. This includes efficient warranty processes, timely maintenance reminders, and quick response times for queries.

Use customer feedback

How can you find out if customers are happy with the services provided? Do you know if they have any grievances? It is imperative to ask for and listen to customer feedback. Collect and analyze data via surveys, online feedback, reviews, and social media platforms. It will help get a better insight into pain points, complaints, expectations, and opportunities for improvement. Once customers feel like their opinions matter and you are committed to providing first-rate services, they will engage with your brand in a better way.

Amplify online presence

It is the digital age after all, so online reputation is directly related to customer trust and loyalty. Review aggregator sites have worked wonders when it comes to utilizing past experiences to shape future business. You have to constantly monitor and respond to reviews on third-party rating sites. It involves resolving complaints and replying to negative feedback too. At the same time, it is necessary to incentivize and promote new positive reviews through platforms like Google and Facebook. Ask customers to write testimonials, and feature them prominently on your website and social channels. A positive online reputation goes a long way in drowning out the few inevitable negative comments over time.

Innovate with digital retail

Utilizing digital retail technologies like virtual reality (VR) showrooms, AI chatbots, mobile apps, augmented reality (AR) car configurators, etc. is a great way to increase automotive customer engagement. For instance, a 24/7 chatbot can be used to enhance self-service, AR/VR tools could simulate test drives and customization, and interactive displays can be placed in brick-and-mortar stores. What is more, there are several predictive data analytics and AI algorithms that generate tailored recommendations for customers as per requirements, preferences, and specifications.

Educate personnel

It ultimately falls to the staff and their capabilities to drive customer experiences, as they interact with customers regularly. You have to keep hiring customer-centric talent, while providing proper training to boost soft skills, product knowledge, and compliance understanding. Regular service training is a must, for sharing best practices across teams. Encourage staff to resolve issues independently with CRM lookups, set key performance indicators for CX metrics, and reward achievements of staff who have performed well.

Automotive customer engagement is necessary to boost brand perception, while retaining automotive loyal customers, driving referrals and repeat purchases, gaining an edge over competitors, and also reducing damage to reputation if and when required. Remember, CX is ruling the roost now, so focus on offering positive and seamless services, to ensure your business runs smoothly.

The post How to Increase Customer Engagement in the Automotive Sector? appeared first on Modera.

The automotive industry is rapidly evolving, with new technologies changing the way customers interact and engage with car dealerships and manufacturers. In recent years, live and video chats have become one of the most crucial tools for communication. They have revolutionized how potential buyers explore their options in the car-buying process. 

The benefits of live and video chat

Showcase inventory

Video chat allows customers to take a peek at your inventory in a more effective manner – you can provide an in-person experience by showcasing your vehicles over video and live chat and close deals faster by sending and receiving files while finalizing paperwork. On website pages that are dedicated to certain types of vehicles, have an expert on call who can answer questions and clear doubts.

Better engagement

Live chats make it quick and convenient for customers to interact with salespeople. Buyers can be provided with a voice call and video chat option. They know who is on the other end (helps to connect better) and are able to check out a live view of the car if they would like. Customers have the choice of turning their own video on and off, so they can still have a wonderful in-person experience without showing themselves on camera.

Virtual test drives

With the advent of video chat services, dealerships can offer customers virtual test drives. It allows customers to experience vehicles remotely without having to visit a physical dealership location. Sales representatives can showcase features and benefits of various vehicles, while answering questions at the same time. This personalized and interactive approach not only enhances the overall customer experience but also minimizes the reliance on physical showrooms and sales personnel, leading to substantial cost savings.

Schedule more meetings

Using live chat and video chat, more meetings can be scheduled on a regular basis. Customers will certainly appreciate the bi-directional scheduling that lets both parties proactively send and receive meeting requests. The technologies offer a streamlined, remote experience that guides customers from the very first appointment, through the paperwork, right down to vehicle registration.

Mobile service and repair support

Customers can talk to a customer support executive in real-time and show them what problems they are experiencing with the vehicle. Professionals can give detailed instructions and guide them through the maintenance steps to fix the issues. This approach is particularly advantageous for minor problems that don’t require an in-person visit to the repair shop. By leveraging video chat technology, service providers can offer personalized and interactive support, empowering car owners to develop a deeper understanding of their vehicles and proper maintenance practices. If the issue is serious, live chat can be a great customer support channel to schedule maintenance inspections. Thus, response time is minimized, while customers are content with the services.

Round-the-clock availability

Live and video chat can be used by customers to reach out personally. Custom links can be embedded in email signatures and other networks to simplify customer communication. This makes it convenient for customers to schedule appointments, start video calls, or opt for live messaging in just a single click.

Virtual auto shows

There is no need for large in-person events with overcrowding, thanks to video chats – virtual auto shows and reveals can be used to showcase products to a global audience. It reduces expenses and boosts accessibility, as anyone can tune in to watch the presentation unfold. It gives an opportunity for presenters to answer questions and interact with interested parties in real-time.

The automotive industry can work wonders if they use live and video chat technology to interact and connect with customers – it gives businesses a competitive edge when they offer personalized service, thus allowing them to expand reach and ultimately boost revenue.

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The automotive industry has become quite competitive, especially after the pandemic, so marketers are searching for new ways to engage with customers and build brand loyalty for their car business. It is time to come up with innovative strategies to retain existing customers and also interest new ones.

Which is an effective customer engagement strategy? Let’s find out.

Personalized experiences

Personalized customer experiences can make your business stand out from the crowd. When you tailor customer experiences, it creates a lasting impression on their minds. Here are some ideas how to do just that.

1. Offer personalized recommendations based on customer data – customized interactions and content can work wonders for your brand. Use customer data for tailored messaging, and recommending relevant products and services.

2. Use personalized video messages to communicate. Videos are highly engaging, effective and shareable. Create interesting and informative videos, which can effectively capture the attention of their target audience and drive higher engagement.

3. Offer personalized test drives and vehicle customization options – create offers and promotional campaigns.

Use social media platforms

Needless to say, social media is great for keeping customers engaged and building brand loyalty. When you create compelling content on the most relevant platforms (as per target audience), and leverage social media trends, it lets you maximize engagement. Here’s what you can do:

1. Create interesting content that resonates with your customers.

2. Use social media influencers to boost your message as they have credible followers.

3. Run social media contests and giveaways.

4. Respond to comments and criticisms.

Implement email marketing

It is imperative to leverage the power of email marketing, by personalizing email content, optimizing subject lines, and segmenting target audiences. Your brand can boost engagement through effective email marketing campaigns.

Make use of user-generated content

Encourage customers to share their experiences and opinions. This user-generated content can significantly enhance engagement. By featuring user-generated content on websites and social media platforms, automotive businesses can foster a sense of community and authenticity.

Create customer communities

As mentioned above, building a community lends more credibility to your message. When you create a sense of belonging among customers, it fosters a deeper connection with your brand. For instance, you can create online forums and discussion groups, host events, offer loyalty programs and rewards, etc.

Use technology

Technology can be a powerful aid for creating engaging experiences that customers are likely to remember for a long time. Many dealerships are using augmented and virtual reality to offer immersive experiences to customers, while others are investing in mobile apps so they can cater to a certain niche. Nowadays, the usage of chatbots and AI technology in providing personalized customer service has greatly increased. This is because these technologies can be used to engage with customers in real-time, providing instant assistance and personalized recommendations. Gamification is also being used to make the buying process more engaging.

Last but not the least…

Don’t forget to measure customer engagement, or else you won’t be able to understand the effectiveness of your engagement strategies. You have to take some aspects into account such as customer satisfaction ratings, retention rates, engagement metrics that include likes, comments, and shares. You can utilize the following to measure engagement:

1. CRM and marketing automation platforms.

2. Surveys and feedback forms.

3. Website & social media analytics tools.

Have you devised a customer engagement strategy yet? Make sure you do so ASAP, so your automotive business can establish a loyal customer base by fostering long-term relationships. Marketers should invest time and effort to develop a strategy that includes a mix of articles, videos, infographics, and social media posts to resonate with their target audience.

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Technology is evolving every day, and it is imperative to keep up pace, especially when it comes to the automotive industry. The need to combine offline data with online data is imperative when it comes to selling cars, so it can be used to reach the right consumers at the right time. However, it isn’t that simple – auto dealerships have to invest in the proper technology and implement a digital transformation policy, while identifying the required skillset to maintain these new systems.

This time we’re looking at some ways to combine the online and offline automotive experience into a single, smooth and enjoyable ride.

Know what customers want

The very first step to merging online and offline sales channels is to understand what customers want. You have to stay updated with their preferences, requirements, and purchasing behavior. You can use data from the dealership website (having a functional, easy-to-navigate website is a must), social media, email, CRM (customer relationship management) software, to keep tabs on customer profiles and segments. It aids in tailoring marketing efforts and services to each customer group and personalizing their experience across different channels. For instance, you can send targeted offers and recommendations depending on browsing and purchase history, or allow them to book test drives online or in-store. 

Improve the in-person experience

Your dealership and showroom are not just places to sell cars, but also provide the opportunity to engage with customers. Be sure to enhance the in-store experience with the help of advanced technology like digital signage, self-checkout, or mobile apps to provide more information, convenience, and interactivity. Elaborate training has to be provided to staff, so they can be knowledgeable, helpful, and friendly towards customers. Encourage using devices at your dealership, such as tablets or smartphones, to access customer data and offer personalized assistance. You have to create a consistent and appealing brand image across your online and offline channels. You can achieve this by using the same colors, logos, messages, and content.

Utilize data at your disposal

To merge online and offline channels, they have to be connected through a unified platform that can track customer interactions, inventory, and other parameters across channels. Thus, you can provide a seamless customer experience, while optimizing operations and inventory management.

A data management and analytics platform is a must. OEM/vehicle distributors can distribute vehicles in the market, while providing dealers with updated product and market information. It can also be used for collecting sales metrics in real-time. This is where Modera Importer plays an important role by establishing a connection between each and every aspect of the car sales process. Parties with access to the system can zero in on the pain points, analyze data, and supervise the entire process. This is a cloud-based tool for selling and delivering vehicles, while useful data is available at a centralized dashboard.

Keep an eye on performance

It is imperative to measure performance on a regular basis to identify areas for improvement. Use metrics such as customer satisfaction, retention, loyalty, lifetime value, conversion rate, average order value, and omni-channel revenue. Using these aspects can help you evaluate the effectiveness of your omni-channel strategy. Make sure you collect feedback from customers and staff, and also monitor competitors and market trends – it gives an idea of what works and what doesn’t, so you can adjust your strategy accordingly.

The post Merge the Entire Online and Offline Car Buying Selling Process into a Single Workflow appeared first on Modera.

Emerging technology has drastically changed the automotive industry. For instance, the demand for e-commerce platforms for vehicles has shot up significantly, especially after the onset of the pandemic. Consumers are more inclined towards making car purchases online, rather than visiting a brick-and-mortar facility to do so – this is where automotive e-commerce comes into play.

What is automotive e-commerce? 

It basically means selling and purchasing vehicles, along with related accessories, parts, services, etc. via online channels. E-commerce provides the opportunity to shop as per convenience, by comparing various car models or parts, and paying for them directly online. Launching your business through a website or virtual store and promoting it online, is a vital aspect of e-commerce in the automotive industry.

Modera’s innovative approach

Modera has partnered with Incadea Norge AS, which offers premium automotive software solutions for the global automotive retail industry, to create an e-commerce platform that specifically caters to this sector. They have participated in the Norway Grants “Green ICT” program which is carried out by Enterprise Estonia.

The partnership has set out to create a car sales platform that will fully digitize the process of buying and selling cars. Customers can make purchase decisions with just a few clicks, while commuting to work, or lounging around at home. The aim is to create a user-friendly interface for buying and selling, which can comprehend the needs of customers. Be it vehicle dealers, banks, insurance providers, or any other parties – all aspects are to be integrated within the platform, thereby digitizing the entire customer journey.

Here is what we have accomplished till date:

• Phase 1 of the project kicked off in August 2020, which involved the first prototype with stock browsing and filtering functionality, core mockups for front end, and designing the Salesfront plugin.
• Phase 2 included integration of payment gateway, checkout flow UI design and implementation, responsive design of platform, insurance integration pre-study, API specification, etc.
• Phase 3 involved more refinements of UI implementation, insurance integration, order status tracking, and client authentication flow with personal account.
• Phase 4 was about live integration to test drive calendar, modern purchase process design, insurance integrations plotting, and more.
• Phase 5 showed even more progress with insurance integration development of LHV, EGO, IF, finance integration development, and service calendar & service booking.
• Phase 6 was client authentication flow, digital signing of sales documents, and order tracking status.
• Phase 7 was the automation of processes to make tasks seamless.

Once the project is finalized, customers gain access to an automotive software solution for their mobility needs, which, on top of being convenient, is also created with the wellbeing of our environment in mind. Every participant in any customer touchpoint has the opportunity to automate the process via AI/APIs. Alternatively, they can handle the process digitally by using other applications.

What does our automotive e-commerce platform offer?

Personalized experience

When it comes to an e-commerce business model, it is possible to boost the customer experience by creating personalized e-commerce sites or independent storefronts. Using digital and targeted ads, organizations can point shoppers in the right direction to find the vehicle of their choice or the automotive parts they need. Customers can view cars, compare brands, check product data, look at product pages, and order parts and accessories.

Expanding customer base

E-commerce breaks down limiting geographic barriers and expands sales across several markets. Instead of a customer having to drive to their local dealership, they can do their car shopping on various websites across the region, or even the whole country. An e-commerce platform can be used to expand into new markets and segments. Consumers are becoming more comfortable with digital payments in new arenas, including their vehicle. Future smart fleets’ connectivity, data and intelligence can generate incremental revenue streams and enable transactional capabilities across all digital touchpoints.

Cost-cutting

In a classic dealership model, cars sit on the lot until purchased, taking up valuable real estate. But with an online purchasing model, organizations can expand their inventory to include vehicles not available on the lot but in the factory itself. This means dealerships can save a significant amount of money, while giving customers a broader slew of options when car shopping.

What can we do for you?

Remember, customers are not just purchasing vehicles in new ways, but using them differently as well. Many consumers prefer to forgo owning a vehicle altogether, opting to lease a car or use a ridesharing service. They care about sustainability, so offering efficient and environment-friendly access to vehicles is the need of the hour, which is exactly what to expect from Modera AS.

Modera is a 100% digital car sales platform that provides the chance to shop for vehicles online, without having to step foot in the dealership. As mentioned, customers want to enjoy the benefits of digital car shopping due to comfort and convenience. The automotive market is being digitized – though there is still a long way to go – most of the customer journey takes place online these days. Moreover, shifting towards e-commerce also ensures a positive impact on the environment, as it comes under “green practices”. No more commuting to the dealership means reduction in the size of carbon footprint.

This platform boasts a number of benefits:

• Understanding consumer requirements in detail and using the available data of vehicles on the market to ensure a perfect match.
• View inventory online – customers can check which makes and models are available at present.
• Sync information between multiple platforms with the aid of machine learning techniques.
• Encourage customers to ask questions and clarify doubts – it connects them with sales personnel via phone, chat, or email.
• Ensure smooth sales flow, which includes payments, trade-in, contract management, accessories and services, and delivery options.

About project

You can find all the project info here and project updates here

Contact us!

The solution we are developing is ready for piloting.
If you are interested in piloting and testing of the solution or have other questions, please feel free to contact us.

Igor Linap
Project Manager
igor.linap@modera.com

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One thing that’s constant is change. The last few years have seen the automotive field go through drastic changes and the transition is far from complete. This time we’ll cover some of the main focus points from prioritizing user experience and creating a hybrid shopping experience to staying on top of data security – all for the name of a thriving automotive business.

Dealers are operating in a disruptive environment – the pandemic drastically changed the way vehicles are sold. Now, it is time for dealers to thoroughly review their operating models, identify and unlock operational efficiencies, and discover new techniques to survive in a digital omnichannel environment.

What is the future of retail?

Most consumers conduct research online, but many still prefer an in-person experience, particularly from dealerships with both physical and online locations. Rather than operating in separate lanes, online-only automotive retailers should collaborate with physical manufacturers, suppliers and service providers to provide a hybrid model. For instance, an auto parts dealer provides targeted website content to engage buyers, and once that objective is accomplished, customers are directed to in-person centers for test drives and completing their purchase. Both the dealer and brick-and-mortar facility benefit from tapping into each other’s networks and providing buyers with a seamless experience.

What should be the center of focus in the future of retail?

User experience above all

Vehicle supply is gradually recovering, so dealerships can have better inventory available, as per demand. With more vehicles on the road, consumers have more options, which can lead to increased competition. Dealerships have to focus on what makes them stand out from others in the market. It could be emphasizing an online sales tool, the ability to customize a vehicle, or an omnichannel sales process. 

For example, many dealerships are providing an omnichannel experience to their buyers nowadays. It refers to technology and processes that provide consumers with a smooth and hassle-free buying experience, regardless of whether they shop online, offline, or both. Basically, it is about providing a seamless and convenient vehicle-buying experience.

Impact on the used car market

Franchised dealerships and publicly traded online used car retailers are likely to witness low consumer confidence this year, with the growth being rather slow. If inflation and higher interest rates continue to push consumers to postpone large purchases such as automobiles, dealers and those companies stand to lose money. In 2023, dealers and online players like Carvana and Vroom are likely to prioritize stabilizing profit per vehicle sold, over expansion plans.

Buyers are likely to be in control of the auto parts industry in the coming future. With more competitors entering the market, it is crucial to provide value for money at all stages of the customer journey. An improved supply chain, compelling user experiences, new technology, and a seamless online-to-offline transition, works wonders in connecting consumer intent with purchasing action. Retailers can fashion the automotive landscape to their advantage by putting customer engagement and digital technology at the forefront.

Emphasis on data security

Auto dealerships have to comply with the revised Safeguards Rule (as mandated by the Federal Trade Commission), which outlines how financial institutions, including auto dealerships, must protect consumers’ data. Compliance experts have already instructed dealerships not to put off taking the necessary steps to meet the strict rules and requirements.  As data breaches and ransomware attacks become more common, tightening security is not only a regulatory requirement but also a good business practice.

The automotive industry is still grappling with pandemic-related supply chain and shipping disruptions, as well as ongoing part and semi-conductor shortages. Apart from these issues, there are other factors driving the industry towards the next paradigm shift, which includes advanced mobility and more sustainable practices. The future of retail involves dealers making smart decisions and significant changes to sales and marketing strategies, along with tweaking the business model. The trend toward digitalization of automotive retail has been building for a long time, and the pandemic simply accelerated the transition.

The post The Future of Retail – What Should the Automotive Industry Learn appeared first on Modera.

There are several ways to build a stronger relationship with your customers, but it all boils down to some old-fashioned face-to-face time. If you’re aiming to get your potential car buyers from your online sales journey to your actual store, we’re here to share some great tactics. From reviews and social media, to using your network and connections, there’s a lot to test out.

Consumer behavior in the auto industry is undergoing a swift change these days. People find that it is more convenient to browse vehicles, configure the features they need, and even scout for financing options – all online. It is up to you to come up with innovative approaches that would tempt customers into visiting your showroom. They should feel that it is worth their time to actually come in, look around the dealership, and then decide what vehicle they wish to buy. Without further ado, here are some new tactics to try out.

1. Get customers to give reviews

Prospects often make up their mind after just reading reviews – it makes them feel as if they can trust the business. But these reviews can’t be generalized. Customers have to highlight exactly why they felt good after visiting your showroom. They have to talk about the in-person shopping experience and services offered. Ask them to write about the aspects that attracted them. Why not ask customers to leave a review when they are at the showroom? The experience is fresh in their minds, so reviews are likely to be more honest. Set up a tablet in the middle of the showroom or waiting room, and make sure the Google review page is pinned on the device.

2. Use social media to your advantage

Nowadays, social media plays an integral role in influencing the car buying process. Consumers are increasingly turning to social media before making up their minds. This makes social media a great marketing channel for car dealerships to engage new customers (and re-engage existing ones). You can use social media to share posts that link to relevant pages on your website, and engage users accordingly. Paid ad packages work great on social media – they let you target a specific segment, so you reach the most relevant audience. Thus, you get in touch with potential customers who have actively entered your sales funnel.

3. Bank on local partnerships

You don’t have to depend on digital marketing techniques all the time. Talk to local businesses and build partnerships to get high quality leads. Collaborate with other members of the auto industry (not those in direct competition of course) to start a mutually beneficial relationship that expands both of your networks. For instance, you can talk to a rideshare company, where your dealership suggests their app whenever a customer has their car in your showroom. In return, their company can refer current or prospective drivers to your dealership. Other companies you can consider are local car washes, auto parts stores, car detailing shops, and even auto insurance companies.

4. Referral programs are effective

Expert marketers have agreed that referral programs have a lower cost per lead as compared to any other channel. These programs work based solely on trust. Getting the support of an existing customer can work wonders in gaining the trust of their friends, family members, colleagues, etc. For every lead that you are able to convert successfully, you can give incentives to the referrer, such as gift cards, extended warranties, free service evaluations up to a certain value, cash bonuses, or a discount on a particular service. Referral programs can even include employees, where they are offered bonuses if their leads turn into successful sales.

5. Come up with innovative video content

Creating an informative and compelling video attracts viewers to your showroom as it provides details about what they are looking for. You give them a glimpse of the vehicles in your inventory – they can check out the different features, match cars to their requirements, and so on. Videos help customers view your product in a more cost-effective manner. They are more likely to visit if they have a clear visual of what they want, and nothing helps them envision their dream car like an appealing video. A dull and drab text ad isn’t going to cut it anymore!

6. Organize community events

Ultimately, people will visit your showroom only if you provide an enjoyable experience. Sponsoring, hosting, and setting up a booth at local events are excellent ways to build up a solid rapport at a more personal level. If you take part in events organized by others, make sure you have a target audience among the attendees. Encourage them to provide contact information by offering incentives like discounts on repair services. When you host your own event, do it at your showroom. Thus, you can get good leads, while getting the community under your roof at the same time. During these events, you may offer test drives of a new car model and deals on cars to attract customers.

7. Lastly, include a Call to Action on your website

Texting is an amazing way to follow-up and stay in touch with customers. When you add a “Text Us” button on your website and other online listings, it gives customers a chance to connect directly. Customers appreciate the fact that you are open to communicating on a more personal level. The faster you respond to prospective customers, the more likely it is that you will get their business. You can even set up an autoresponder with some key resources that gives the customer a reply within seconds while giving a real salesperson enough time to respond personally.

Remember, none of the strategies will work overnight – it could be weeks before you notice any lucrative results. It is necessary to be patient and implement the strategies mentioned above; you can decide later on what works for you and what doesn’t. Meanwhile, keep your focus on making sure your online presence is impeccable thanks to a high-quality website as well, as most of your customers will go through at least a part of their shopping journey online.

The post 7 Fresh Ideas to Attract Customers to Your Showroom appeared first on Modera.

Are you a car dealership looking to improve customer service game? If so, then you’re in the right place. Every customer experience is an opportunity to make a lasting impression and establish a loyal customer base. This, in turn, will help boost your business.

Delivering an exceptional experience is no small feat, and one of the key components is providing stellar customer service. Your team’s approach can determine if customers come back or not. But how can you ensure your car dealership’s customer service stands out? We’ve got some expert tips and tricks on how to improve dealership customer service!

Strategies for Building Customer Loyalty

Excellent customer service is essential for any car dealership. You want your customers to feel valued and appreciated. Once you establish that, you can be sure your customers will keep coming back.

There are several strategies that you can use to foster customer loyalty:

Rewards programs: Consider setting up a rewards program that incentivizes customers to spend more money at your dealership. This could be a loyalty program, where customers earn points with every purchase and can redeem them as discounts or other rewards.

Automated follow-ups: Automated follow-ups allow you to stay in touch with customers by sending them automated messages or emails after they make a purchase. This keeps your dealership at the top of their mind, while also making sure they have all the information they need regarding their purchase. Opt for a high-quality CRM system like Modera’s, to make sure none of these important check-ins are forgotten.

Personalized service: Offering personalized services it means you care about your customers’ experience and satisfaction. To enhance your personalized services, take the feedback from surveys and previous customers into consideration when changing your processes.  

1. Invest in Video Marketing

In the automotive industry, customers will inevitably have questions and concerns throughout the purchase process. This is the time when your team and stellar strategy come into play.

According to reports, 25% of these confusions can easily be resolved with the help of a video.

Your service departments could create videos which help to educate your customers about the different aspects of car dealerships, or different challenges customers might face throughout the process.

The best way is to create easily digestible video content and market it to your customers. This will also improve the overall customer satisfaction of your dealership.

Through video marketing, your team can educate your customers to cut down on partitions while explaining certain topics and improving profits and productivity all at the same time.

2. Simplify Your Sales Process

As much as buying a car is a fantastic experience, it’s also full of anxiety. To ease the stress, it’s your job to make the sales process as simple as possible. How? You first have to think like your customers. As a car buyer, there are a million things in your head. Consider questions like ‘what should be my budget?’, ‘which car is the perfect fit for me?’ etc. To lessen those worries, your sales processes need to be simple and easily understandable for your customers. First step of this is ensuring you have a high-quality and user friendly website.

You need to make sure that what your customer is seeing is worth their time. From the time  of identification to the moment of purchase, the entire journey needs to be as fast and straightforward as possible.

3. Provide Advice to your Customer

Providing advice to your customers is another way to improve dealership’s customer service. Most customers haven’t decided on what car they want to buy when visiting a dealership. Educating potential customers on the different cars you have available can go a long way to ease their anxiety. You have to share your opinion, because as an expert, your advice is worth considering for them.

4. Shorten the Sales Process

The majority of customers are not happy with a process that takes too long for them to get from point A to point B.

To improve your dealership customer service you have to do anything to shorten the sales process and provide exceptional value.

These are some ways to shorten the sale process

·       Online forms

·       Allowing customers to schedule test drives through an online channel

·       Having high-speed internet in your dealership

·       Using digital technology

Conclusion

As most car dealerships are moving online, the overall customer experience should not suffer, but better. Fact is, that if you don’t give your customers an easy, comfortable, and welcoming experience you’re bound to lose them. Providing extraordinary service is the best way to improve your customer retention. At the end of the day, the customer experience itself is what will determine the customer’s opinion of your dealership.

The post How can I improve the dealership’s customer service? appeared first on Modera.