There’s Something About Customer Service

October 4, 2021

Stellar customer service should be what your dealership strives for. But that’s not always easy, is it? When it comes to creating unique experiences that resonate with your customers, you can’t cut corners. The acceleration of digital retailing means your dealership has extra opportunities to engage with consumers. As a result, there are more chances for something to go wrong. All aspects of your dealership need to operate in harmony. If one piece goes out of place, the whole structure comes down. How do you avoid that? By emphasizing customer service through technology.

You see, customer service has a massive impact on the customer experience for automotive retail. Whether you realize it or not, the level of service you provide generates a higher level of satisfaction which results in repeat business and positive referrals. It’s up to you to capitalize on every touchpoint between your dealership and shoppers. Technology plays an intricate role here. You need solutions that are competitive to emerging trends while also giving you a leg up over other local dealerships.

Customer service begins before a customer even walks onto your lot. With so many digital touchpoints available for consumers to shop your inventory, you need to make sure that you communicate your message effectively. Writing quality ads is one way to start your customer on the path to a great experience. Give all the pertinent details of every vehicle on your lot. Let your customer research and learn as much as possible about the packages and trim levels. Don’t skimp on writing ads. Narrow in on creating the best possible representation of your inventory by utilizing a solution for creating and automating your ads to be as dynamic as possible.

Another touchpoint between your dealership and your customers will be the trade-in and appraisal process. Treat this interaction with as much transparency as possible. Be open and honest, and provide insights as to the true value of their vehicle. This is a relationship-building step, so take the time to exceed customer expectations. Consumers will walk onto your lot with a number in mind. It’s your job to educate them on their vehicle’s actual worth based on reconditioning needs. For this, leverage a walkaround app that truthfully illustrates the pros and cons of the vehicle.

Lastly, a large portion of providing quality customer service stems from your sales staff’s ability to be product experts. Customers are going to have questions. And while your staff may be educated on your store’s brand, they might not be as fluent with your used inventory. Here, a tool that transforms your inventory into a digital showroom acts as a bridge to the knowledge gap. On top of that, a proper solution will also help train new sales members, improve employee retention, and ultimately help your dealership to provide next-level customer service.

There are many opportunities for you to raise your customer service game. Always keep the customer’s journey in mind. From the moment they read your ad to the moment they drive on to your lot and beyond, it is your job to provide them with a positive experience. Rely on tools that are capable of helping you grow your dealership by becoming the store your customers want to shop. Don’t let your software solutions hold you back. MAX Digital brings a wealth of possibilities for you to deliver unparalleled customer service. Our suite of solutions is here to help. Kick-off the process of improving your dealership today by scheduling a free consultation.