Document icon

Our exclusive new industry research report has launched! Find out how consumer behaviour is changing and how technology can help unite the customer and retailer through technology.

View now

CitNOW enhances apps with Live Video feature

CitNOW has launched a new live video feature for retailers within it’s CitNOW Sales and Workshop apps, to enable remote face-to-face interactions with customers.

  • Live Video available in CitNOW Sales and Workshop apps as part of the current subscription for all customers
  • CitNOW is working in partnership with dealers to help the industry prepare for a ‘new normal’ in automotive retailing
  • CitNOW accelerated Live Video launch to help the industry adopt new contactless selling and servicing procedures
  • Live Video allows dealership staff using CitNOW Sales or Workshop to respond quickly to individual customer enquiries, comparable to visiting a dealership.

To help the industry meet anticipated demand for contactless communication, CitNOW has accelerated the release of its Live Video feature, now available on request as part of the existing subscription for every CitNOW customer.

The move follows the recent announcement from the National Franchised Dealers Association (NFDA) that cars can be delivered in accordance with the guidelines stipulated by Public Health England, and plans set out by the Government to manage the gradual reopening of non-essential retailers, including dealerships, in the coming months.

The new Live Video enhancement allows dealership staff using CitNOW Sales or Workshop to respond quickly to individual customer enquiries with a level of detail and emotional connection comparable to visiting a dealership. The live video functionality combines with existing recorded video options to deliver a seamless yet contactless journey for consumers, through activities such as vehicle walkarounds, feature demonstrations and live handovers. It will also enable workshop operatives to hold two-way conversations with customers to explain diagnostic reports and discuss any required work in real time, while adhering to social distancing protocols.

To start a Live Video session, dealers email a branded invitation to customers who can then join a live call session from any mobile or desktop device that has a camera function. There is no need for recipients to download third party applications or services to access the video call – they simply need to click on the system-generated URL at the agreed time.

Carol Fairchild, Chief Customer Officer at CitNOW, commented:

“We understand the extremely challenging times our customers are facing, and we are dedicated to serving and supporting the industry through this period. There has been a sharp increase in enquiries from retailers who want to engage and connect with their customers in a safe and effective way. What has become clear during this pandemic is that video can play a significant role in meeting this requirement, and it can become a cornerstone of contactless selling and servicing processes.”

Photo of Carol Fairchild, CCO at CitNOW

Fairchild adds:

“We were due to release Live Video later in the year, however following discussions with leading motor groups and our Contactless Retailer Roundtables, we recognised a real need to introduce live video sooner. A full release of the Live Video feature with enhanced capabilities will follow, but until then our aim is to help support the industry in the short term, as it enters a ‘new normal’ for automotive retailing.”

As part of its commitment to supporting dealers while the industry remains affected by the lockdown, CitNOW is continuing to waive subscription charges for all of its services for each customer until the government allows dealerships to open.

CitNOW is helping to support the motor retail industry throughout the Covid-19 pandemic by ensuring dealers have the right tools to establish contactless communications processes. Drawing upon the vast experience of the company, supported by input from its Contactless Retailer Roundtables, the CitNOW team is also offering best-practise advice and guidance for dealers through a series of informative blogs and webinars.

To activate Live Video, retailers need to contact their CitNOW Account Manager, or call CitNOW on 01189 977740.