As a Dealer Principle I don’t need to tell you the importance of your service department. What I do need to tell you is: Optimizing your mobile strategy for your service department will increase your revenue and customer satisfaction.
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Giving your customers easy access to online service scheduling, the ability to text their service advisor and using video to update them on problems is the next evolution for service.
Online Service Scheduling:
When was the last time you tried to book a service appointment on your mobile website? If you just realized you can’t, call your website provider or a company like Xtime and get that fixed. There are two basic online scheduling interfaces that we commonly see:
A system that links to your DMS is always a better option because the customer will be choosing actual available appointments instead of random dates and times that you may or may not have open appointments.
The ability to text their service advisor:
Text messaging is the new form of communication; you need to have the ability for your customer to text you. There are a number of services that can accomplish this and stay within federal regulations. One of the best is probably though your live chat provider. I prefer contact at once because you can have a single point of integration for chat, text and video through one universal provider.
Imagine this… A customer brings in their car for an oil change in the morning and your courtesy driver takes them to work. While performing the inspection the technician notices that the brakes need to be replaced. In response your service advisor goes to the vehicle and shoots a quick video on their phone, showing the customer the worn brakes and explaining that they can have them fixed before the customer is off of work. This video is emailed or texted to the customer and your $39.99 service just turned into a $399 RO.
Believe it or not your customers probably don’t trust you very much and seeing is believing. The ability to show the customer why they need a repair is infinitely easier than trying to do it over the phone.
Tying it all together:
If you want to tie all of these services together for you customers ease and yours, look at a solid smart phone app. It will give you the ability to do everything we have talked about in one convenient package!
Click here to email us for a free consultation on improving your mobile service strategy.