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Using video from enquiry to delivery

Even during these challenging times, there are plenty of signs that customers are still actively planning their next car purchase – with What Car’s latest research highlighting that over a quarter of buyers are looking to complete within the next 6 months.

As dealerships nationwide prepare to reopen, it will be imperative to ensure their sales process is ready for the customers who will still be interacting and buying with caution. We’ve looked at how you can nurture relationships using video while working from home, but how can you continue to utilise your subscription to complement a more digital selling and delivery approach?

In this article, we look at how video communication, both recorded and live, can be used in place of face-to-face customer touchpoints to enhance your contactless customer experience.


1. The personalised digital tour

Now more than ever, customers will be expecting personalised online interactions fully tailored to their needs. Creating a detailed, engaging vehicle tour video in response to customer enquiries will help to inform their purchase decision, build trust, and ensure you stand out against the other enquiry responses the customer receives. Alternatively, while working remotely with no access to the vehicle directly, try creating a personal introduction video like the example below, with a link to stock content or previous videos of a similar model.

2. The delighter

Stand out and be seen going the extra mile with updates via video before collection of the customer’s new vehicle. You could take this opportunity to demonstrate all the extra measures you are taking onsite to protect your staff and customers, or to explain additional contactless options available to them, such as a vehicle delivery service.

3. The hands-free handover

A video can be prepared in advance, post purchase, to introduce the customer to their new vehicle. This is a great opportunity to highlight any particular add-ons such as alloy wheels and privacy glass, as well as any key features and in-car tech. Watch our example below of an informative, engaging video you can create and send to your customers prior to delivery.

Have you heard about Live Video?
Our Live Video feature, launched this month in beta mode, has been developed to bring an exciting new dimension to your team’s digital sales strategy – and can be perfectly utilised for virtual handovers or enquiry follow-ups with your customers in real-time. What’s more, it’s included as part of your Sales subscription – simply contact our team today to find out more and to enable in-app.

4. The smooth delivery

Record and send a video on the day confirming the delivery driver’s name and expected time of the contactless delivery – or appointment time for an on-site collection. You may also consider a Live Video follow-up session – or ‘second delivery’ – for general troubleshooting and to answer any customer queries the day of, or a few days following, the customer delivery or pick-up.

Research by PFS reveals that 52% of all consumers feel greater loyalty towards brands that are effectively communicating with them and demonstrating responsibility during this time. Retailers that are there for their customers, communicating their safety measures, and are able to provide the contactless experience customers will look for, will be rewarded. Putting in place contactless strategies for these four key stages, while utilising your video solution along the way, will ensure you continue to meet their expectations.

We’re in this together
Want to know more about how video can be used in your sales processes, both now and as we enter the “new normal”? Our team is here to help by email at help@citnow.com, or by phone on 01189 977740.