The Ultimate Guide to Vehicle Service Visits

Customer experiences are more important than the features and benefits of a car. They provide stability and orientation and set clear directions for transformation.

How to delight customers and create wow moments that matter.

Online booking and 24/7 self-service car handover at service visits need a new customer journey as a strategic approach focused on offering easy-to-understand guidance. Superior customer experiences that are valuable and helpful to consumers, directly contribute to the dealerships’ ability to build trust and authority.

This, in turn, makes consumers more inclined to choose that dealership when ready to have a service visit, effectively bridging the gap between brand awareness and decision-making.

This newsletter outlines key advice for car dealerships and retail including workshop visits.

Superior customer experiences are multidimensional

Online booking of service visits is not just about drawing in service hours; it’s about converting people into loyal customers by answering their specific questions, providing hard-to-find information on car service, or enhancing their knowledge about vehicles.

A superior online booking website should be rich in topics, from detailed vehicle reviews to maintenance tips. In that case, it positions the brand as a trusted authority by consumers looking for practical advice and knowledge. It boosts online visibility, builds lasting relationships, and drives sales.

24/7 Car Handover to Succeed: Customizing creates freedom

Customer segmentation is crucial for car dealerships’ aftermarket marketing, to tailor service visits and maintenance content to specific groups such as first-time users, youngsters, seniors, business customers and fleet managers. By focusing on each segment’s unique needs and preferences, dealerships can create more engaging and relevant service visit experiences.

This targeted approach leads to higher engagement rates, more efficient use of online booking and self-served car handover, improved customer loyalty, and a competitive edge in the market. Tailoring content ensures that aftermarket and retail efforts resonate perfectly with each segment.

For example, a car dealership could segment its audience into first-time service visits, and experienced and seasoned customer groups. For first-time users, dealerships create content focused on maintenance options, and user guides on practical mobility tips, EV charging and seasonal tyre change.

Dealers may also have available in-depth articles and videos on vehicle maintenance from the online booking application.

Video Content Maintenance How-tos

Video content is an engaging way to showcase detailed maintenance how-to videos, customer testimonials, and behind-the-scenes looks at vehicle prep and services.

The Value of A Digital Workshop

The transformation to a digital workshop demands patience, with results typically unfolding over time. Creating superior customer experiences is one of the most important determinants of achieving competitive advantage in today’s dynamic environment. Consistency and perseverance are key, underscoring the importance of long-term commitment, including immediate returns on the 24/7 kiosk investment.

Customer centricity is the basis for creating experiences that delight customers. However, plans and results often diverge from each other in practice. Most dealerships fail to create wow moments that matter to customers.

In summary, aftermarket service visits for auto dealerships include a comprehensive strategy that combines customer segmentation, informative booking service, engaging video content, and active offline engagement to build trust and authority.

By Kjetil Faye Lund, CMO, Sharebox AS