3 Ways to Digitalize the Customer Experience

In compliance with shifting customer expectations, TCS wants to help dealers like you make the transition from traditional to digitalized customer service. We have prepared a list of three places to start. These suggestions aren’t just for the benefit of your customers一they also make business easier for you and your team. By digitalizing your brand presence and in-store processes, you can simplify your daily workflow, increase the speed and accuracy of your services and boost shop traffic and revenue.

Here are three important areas to digitalize your customers’ experience and optimize the shopping process:

Daily Workflow

Digitalizing your daily workflow creates a seamless transition from one service touchpoint to the next, making it easier for your team to track and complete tasks and enhancing customer satisfaction.

Digital systems can streamline your daily workflow by handling important everyday tasks such as:

• Scheduling appointments
• Sending service reminders
• Managing inventory & e-catalogs
• Creating work orders
• Accessing complete tire fitment data

Vehicle Inspections

Like books and newspapers, vehicle inspections are ditching paper in favor of digital platforms. Why? Digital vehicle inspections speed up the inspection process, mitigate errors and improve communication with the customer. Using a mobile device, employees can perform the following actions:

• Customize inspections per vehicle
• Enter notes into the inspection
• Capture photos & videos to share with the customer
• Highlight additional necessary repairs
• Text/email inspection results
• Walk a customer through the entire inspection
• Streamline inspection process across multiple locations

Customer Service

No doubt, you’re familiar with communicating with customers through email and phone. But did you know that customers prefer multiple digital communication methods? Here are the most preferred channels, and the benefits of each:

• Text: Consumers prefer texting over other communication channels because it’s quick, easy and flexible. Texting also allows your dealership to reach customer anytime and anywhere to send inspection results, schedule appointments, send reminders and request feedback.
• Social Media: Social media is rapidly becoming a primary platform to research brands and connect with businesses. Dealers who maintain an active social media presence not only boost their brand prominence but also enjoy the convenience of communicating with prospects and customers through direct messaging apps.
• Live Web Chat: Offering a live chat button on your website allows you to connect with shoppers while they browse your website. This means shoppers can fire off a question on a product or service and receive an immediate response, significantly boosting their likelihood to come visit your shop.
• Video Chat: Whether it’s social distancing or a busy schedule, customers don’t always have the ability to speak face to face in person, which is why offering the option of video chat is a great way to connect in real time and walk your customers through the details of their tire or vehicle service appointment.

For more insights and resources on digitalizing the customer experience, connect with TCS today.