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Case study: How CitNOW’s Live Video made the contactless experience more human

“Possibly the best example of improving the customer experience in 2020.​”

Those are the words of Clive Brook of Clive Brook Volvo, one of many satisfied CitNOW users who have transformed how they connect with their customers using our Live Video feature within their CitNOW Sales app.

Our primary aim when the COVID-19 restrictions first hit was to support our customers in the best way possible and help them maintain strong customer experiences when in-person visits were impossible. With this in mind we launched our Live Video feature ahead of schedule. The feature complemented the recorded video function already available and enabled real-time, two-way conversations to facilitate remote appointments, feature demonstrations, vehicle handovers and part-exchanges.

In just a few months, Live Video has become an essential part of the sales process for our customers all over the country. What’s more, it’s also become clear that its benefits will continue to be enjoyed in the longer term, too. The average daily count of live videos being recorded across our platform during the current lockdown is 244% higher than during the same period of lockdown last autumn.

Oliver Parsons, CitNOW’s Head of Client Services, is delighted at Live Video’s popularity among retailers: “I have heard some terrific stories of retailers providing a second handover for customers using Live Video. With a physical handover now virtually impossible in the current situation, it’s given sales teams the perfect tool to provide excellent customer service by explaining features on the vehicle post-collection. The ‘virtual appointment’ is now a much more commonplace term and one that Live Video has supported – some are also remotely introducing the aftersales team and creating rapport even in these difficult times.”

CitNOW’s Head of Academy, Amir Rizvi added: “Live Video is here to stay – and with the combination of recorded video, arms retailers with a great set of tools to enhance the customer experience and build great relationships. Feedback from dealerships has been hugely positive. It will be very interesting to see the uses of Live Video evolve over the next year”.

Rapid response: Colin McAllister, Group Training and Development Manager, John Clark Motor Group

Colin McAllister has found that one key benefit of using CitNOW Live Video is being able to deliver quick answers to customers’ questions – helping them maintain customer interest and enabling greater transparency.
“COVID-19 has taught us a lot of lessons,” he explains. “It has made us advance what we do and how we make use of digital technology. CitNOW has been a fundamental part of that – in particular through Live. If the customer asks a question it can be instantly answered, or if they raise an objection, we can handle that objection really quickly.”

Colin adds that the adoption of Live Video has taken off throughout the John Clark group and has been integrated with their other digital functions: “CitNOW Live is now part of our whole online sales model. It’s been an absolutely fantastic tool for us, with our sites using it really embracing it.”

Learn more about how the John Clark Motor Group have made the most of CitNOW Live Video, and get tips on how you can do the same, in this short case study video:


Dealers are taking their customer experiences to the next level with CitNOW – and with our learning resources, so can you. Register for one of our free webinars or explore the tips and advice available in our How2CitNOW video series on YouTube.