Video Helps Customers in Service Recommendations

  • Prasanthi Pittala

The pandemic has dramatically changed the way we interact with customers. Video communication has become a new normal. Many people work from home using video platforms such as Zoom. In these times, selling a car is most likely done remotely and video is a great tool to help build relationships and trust. Video has become a necessary item in any dealership’s arsenal for both sales and service.

Service recommendations can often be difficult over telephone. However, the service department can leverage video to easily communicate with customers. The combination of apps and higher resolution mobile cameras makes it easy for your service department to easily engage with customers. They can quickly record a video showing the thread depth of the vehicle tire or expired fluid or bad brake pads.

Live Video Calling from Flick Fusion offers an innovative solution that engages car shoppers and customers, virtually. The Live Video Calling product is call StreaMe, and it is a multi-platform application and is available on mobile and desktop devices. Unlike the most commercially available video chat applications, StreaMe doesn't have to be downloaded, installed or logged in by the customer. StreaMe can be embedded on the dealership website anywhere with a click to call button.

Customers simply click the video call button no matter what device they are using. The call can be answered by any member of the dealership's team and is connected to the customer instantly. Video calls can be one-way or two-way live streaming. All StreaMe communications can be captured and stored allowing transparency and providing managers with access to every video call exchange.

Recommended service acceptance rates can increase by as much as three times from an average of 20% to 40% and sometimes even as high as 60%. Up-sells in the service lane mostly get declined because of a lack of understanding and trust from customers. Flip the camera around for a personal touch and explain that your service lane only wants to make sure you get the best value out of your vehicle and do it all right in the service bay. Recorded or live video recommendations can also help prevent your customers from shopping the competition and ending up at an independent shop.

For more information about StreaMe watch this video from Flick Fusion's Tim James.

Whether it is during the times of pandemic or afterward, leveraging video technology to communicate with customers is an efficient way to increase customer loyalty, improve CSI scores, build relationships and gain the trust of the customer.

For more information on using video at your dealership, please reach out to Doug Thompson at (954-629-2242), or set up a demo with him.