RTC REALinsights is evolving CitNOW Insights!

Find out more

Staying in touch with your customers from home

There’s no getting around it. The next few weeks and months are going to be challenging for everybody in the automotive industry – both across the globe and here in the UK. But the sector has survived and thrived in challenging times before, and we’re sure that it will do the same again.

With many retailers closing their showrooms, the way we work as an industry will need to change – but that doesn’t mean we should stop. Now more than ever dealerships will need to maintain communication with their customers. And remember, there will be many people at home searching for their next car – even if they don’t plan on buying straightaway. Keeping these leads warm will help you bounce back when things return to normal.

As you may have already found, communicating with customers from home is not quite the same as over a coffee in the showroom. But as a CitNOW Sales user you do have a tool at your disposal which can help.

So, in this blog we’re going to explore how you and your team can get set up with CitNOW Sales at home, the right way to speak to customers during the current situation and some tips and tricks for using automotive video away from the showroom environment.

Getting set up at home

If you don’t have your kitbox with you, before you and your team can start to use CitNOW Sales at home you’ll need to get access from your personal device.

If you’re a manager, you’ll first need to go to your CitNOW dashboard and add everybody that needs access as a user. All new users should ensure their mobile number is populated so customers can get in touch with you at home.

Next, download the CitNOW Sales app on a smartphone or tablet through the Apple App Store, or the Google Play Store – this goes for the rest of your team too. There is a limit of 10 devices per account – but if you need more please contact our Customer Support team and we’ll increase this free of charge for the next 3 months.


The app will prompt you to scan a QR code, which you can find within the CitNOW dashboard navigation menu. Once you’ve scanned it you’ll be set up and ready to go. Simple as that.

If you do have any issues please email help@citnow.com or phone 01189 977740 – they’ll be more than happy to support you and your team getting set up.

Automotive video away from the forecourt

At CitNOW we’ve always strived to connect the customer with the forecourt – no matter where they happen to be. But now you’re both at home, which is likely to require a few changes in your approach.

The most obvious challenge is access to vehicles. Afterall, how can you record what you can’t see? So, here are a few tips and tricks for using CitNOW Sales remotely.

  • Be a friendly face. Recording a short video of yourself to respond to customer enquiries is the next best thing to face-to-face communication. Include key stats e.g. MPG, previous owners and service history and, although it may be obvious, explain why you’re speaking to them from home.
  • Link to existing video or images. Although you won’t be able to record the car live, you can provide customers with links to existing footage you have, or to similar vehicles on the manufacturers website, with a simple follow-up email.
  • Personalisation is key. Now more than ever, customers will be looking for reassurance, transparency and guidance. Make sure you continue to personalise your videos, to recognise and address their individual needs.
  • Think outside the box. You could use your communication channels to explain the new MOT rules in place, or take the opportunity to update your customers on their agreements, especially those due for renewal soon.

Getting the message right

This is a challenging time for everybody, and for many, buying their next car might not be their top priority – especially as social distancing measures mean they can’t leave the house. So, when using CitNOW Sales at home it’s important to take this into account.

Consider this a time to build relationships with your customers, giving them as much genuine and helpful advice as possible, so that when their next car is back on the agenda, you’re the first person they think of. Avoid direct selling, including mentioning special offers or discounts. It’s important you address the situation in your videos, but try to remain hopeful and upbeat.

And don’t forget, it’s not just sales you can use CitNOW for. Use video to let your customers know of any support you’re offering them, such as finance breaks and any other initiatives that may help them through a challenging time.

We’re all in this together

We hope some of this advice will help you as you try to adapt to working from home. However, as a CitNOW customer, you also have access to lots of other help and support.

Our Customer Support team is available on 01189 977740 or via email at help@citnow.com from 9am to 5.30pm Monday to Friday (UK time). We’ve also recently released our How2CitNOW playlist on YouTube –  where you’ll find further tips and advice for making exceptional CitNOW videos.

Over the coming weeks we’ll also be releasing lots of helpful blogs and articles to help you adapt to the ever-changing situation, so keep an eye on our website for updates.