Digital services, such as online video, are improving aftersales conversions for dealers as consumers increasingly choose to interact with retailers using new technology.
Vehicle Vision found that almost 90% of customers across dealership networks are choosing to use its digital aftersales platform when given the opportunity to do so.
The company also reported a 20% increase in conversions from 2019 to 2020 with customers choosing to proceed with aftersales services after having been provided with a quote through the online platform.
Steve Dean, Vehicle Vision’s managing director, said: “The pandemic has accelerated the demands of motorists for a more digital and online customer experience. Our data shows that consumer engagement increased in all areas during 2020 in comparison to 2019, from interaction with our software, to online monetary conversions.
“During 2020 online conversions increased by over 20% through the Vehicle Vision aftersales video software, with some dealership networks seeing, on average, in excess of 87% of customers interacting with the Vehicle Vision software when receiving a link.”
“The industry needs to continue to innovate and adapt to these demands to protect vital business and livelihoods ahead of any economic recovery.”
Since March 2020, the impact of Covid-19 has precipitated a major shift in consumer behaviour as millions of motorists seek more advice, interaction, and service online.
With the pace of change accelerated by the pandemic, Vehicle Vision’s latest business development announcements aim to drive further innovation in the motoring industry by providing new digital customer experience pathways for motorists and dealerships alike.
Its new ‘Assist’ platform enables a seamless virtual chain of communication from start to finish to meet demand from motorists for more online access.
Customers can send video footage of their vehicle to dealerships for diagnosis, repair quotations or exchange valuations. Dealerships can in turn confidently and accurately assess the condition and part-exchange price of a vehicle without having to view it in person.
Vehicle Vision’s product director, Aidan Rooney, added: “We recognised this trend of demand from motorists shifting towards online some time ago. That is why we’ve developed the Assist platform as a further innovation to enable motorists and dealerships to conduct even more high-quality interaction online.
“The Assist platform means motorists won’t have to make trips to have their vehicles assessed, and customers and dealerships will both benefit from the flexibility that offers, especially in light of the current restrictions. As the first application of its type, Assist will transform the customer-dealership relationship by enabling a whole new range of online service possibilities.”