In today’s mobile world, customers have come to expect digital communication, and new research suggests that auto repair businesses need to hop on board the trend too. A recent survey indicates that customers want more digital experiences when they get auto repairs. Is your auto dealership or repair shop ready for this trend? In this article, we’ll look at a few factors driving the movement and the specific things customers are looking for when it comes to digital communication.
What’s Driving the Digital Communication Trend?
Digital communication has become increasingly popular and preferred among today’s tech-savvy consumers. Here’s what’s driving the trend and why it is migrating to the auto services industry.
Convenience
Customers want convenience when they shop. According to recent statistics, 83 percent of consumers say that convenience when shopping is more important now than it was five years ago. Digital communication provides the convenience customers are looking for when they need car repairs.
Online Research
Research indicates that in almost all verticals, most shoppers start with online research. Specifically, 80 percent of consumers use search engines to research auto parts, and 78 percent use search to research auto dealers. Since convenient digital experiences start the buying process, it makes sense that customers would want more of those elements later on when they purchase products and services.
Pandemic Expectations
The pandemic also influenced customers’ expectations of digital communication. While social distancing was in place, customers learned what was possible with technology. Businesses in every industry, including auto repair, got creative about how they could support their customers while customers were not necessarily in the shop. Customers enjoyed this new level of service, and now they want it to be prolonged or even expanded.
No matter the reason, the fact is simple. Customers want digital communication, and if your auto repair business is not accommodating that preference, you are missing out on growth opportunities.
So, what exactly are customers looking for from auto repair shops? Let’s consider what the latest research says below.
3 Digital Experiences Auto Repair Customers Are Looking For
Recent research indicates a growing preference for digital experiences and digital communication among auto service repair customers. Here are three highlights from the research.
1. Digital Vehicle Inspection
The survey found that 54 percent of car repair customers want a digital vehicle inspection that they can view on their mobile devices to review and authorize recommended repairs.
Every auto repair shop has its version of the vehicle inspection, where everything from scratches and dents to filters and fluids are evaluated to recommend needed services to car owners. Typically, the inspection is done using a paper checklist, but today’s customers are starting to prefer the digital option.
A digital vehicle inspection includes the traditional list of problems, but you can also add photos and videos and then share the document via email or text. Digital vehicle inspection tools became popular during the pandemic. Still, they are becoming more common because they can help build trust with auto repair customers and fit customers’ busy schedules and desire for convenience.
2. Text Messaging
The same survey found that 53 percent of auto repair customers want text communications and notifications. Digital communication via text is possible with a VoIP cloud phone system, which allows your repair shop to send text messages to customers from your business line.
As mentioned above, one way to use text messaging for an auto service appointment is to send the digital vehicle inspection over by text. This allows the customer to learn about what needs to be repaired and then approve or decline repair requests without coming into the shop.
The beauty of text messaging is that you can also include photos and videos. Seeing is believing, so when a customer receives an image in a text message that shows a dirty air filter or a broken belt, they have no reason to doubt whether the repair is necessary.
Of course, using texts to send digital vehicle inspections is only one way to use text messaging in your auto services business. We have tons of ideas to share with you on that topic, so we will follow up next time with an article specifically about using texting in your auto dealership or repair shop.
3. Online Payment
The same research on digital vehicle inspections and text messaging also found that 45 percent of auto service customers want online payment and checkout from their repair shop.
Online payment systems really are a win-win for your customers and your auto services business. On the customer side, they provide a convenient way to pay for services without having to come into the shop (which is especially helpful if the car will be dropped off or picked up by someone else). It also aligns with other research showing that 89 percent of people want retailers to offer digital receipts.
Taking online payments can also be beneficial for your auto repair shop. An online payment system can save time and money, reduce your carbon footprint, and provide customers with a better experience.
Make Digital Communication a Priority
The latest research indicates that auto service customers expect digital experiences when interacting with auto repair shops. The great news is that today’s technology makes digital communication simple.
For example, the DealerPhones cloud phone system includes the Clarity Office Anywhere App that allows your staff to send text messages from their personal phones using your business number. Our technical support professionals can get you set up quickly and are available 24/7 to help you along the way.
Whether digital vehicle inspections, text messaging, online payment tools, or all three, it’s up to you as an auto services business owner to meet customers’ expectations. Digital communication will help you save time and money AND increase customer satisfaction, so it’s a win-win for everyone involved.
If you’re interested in using text messaging in your auto dealership or repair business, contact us, and let’s talk about setting up your SMS business texting. And for more ideas on how you can use text messaging in your auto business, stay tuned for our next article.
