The automotive industry has always leveraged technology to get ahead of the curve and is largely driven by innovation. However, technology today isn’t just changing how a vehicle is made; it is also reshaping how customers experience their vehicles and the automotive service in general. From keyless starts to understanding repairs, modern tools are creating a more efficient and simpler journey for car owners.
If you own a business in the automotive industry, or you are thinking about starting one, here are some important things you need to know about how technology is changing the customer experience.
Vehicle diagnostics to help with repairs and maintenance
Modern diagnostic tools are able to give vehicle technicians a deeper understanding of what is going on with a vehicle at any given time, which in turn supports the customers. Not only will the information come up in code on a small screen, but it can also now be accompanied by photos, videos and clear explanations on a digital vehicle inspection tool. These can be sent directly to a customer’s email address. This can help to build more transparency about issues with their vehicle, while cutting out the jargon and technical explanations that confuse customers. This, in turn, builds trust and loyalty. Customers will walk away knowing exactly what is wrong, know what is urgent and eliminate any scepticism.
Keyless starts
Keyless entry and push-button start technology are other examples of how modern vehicles are designed with the customer experience in mind. These features remove everyday friction for customers. Less worn-out ignitions and a faster, smoother start to their day. More importantly, it is a part of a wider technological upgrade in cars that will allow for personalization such as climate control and seat position, as soon as the car starts. As a company, it is essential that you are aware of these, so you can offer your clients what they expect, as well as understand how it works, allowing you to better support them. You can go above and beyond by anticipating their needs with additional offerings such as Myers faraday pouches to keep their cars safe from theft.
Personalized service through data and history
Customer relationship management (CRM) systems allow automotive businesses to track service history, preferences and vehicle details. This makes interactions feel personal instead of transactional and can build trust. Your customers are much more likely to stay loyal to you after receiving this kind of service, which goes above and beyond what they are used to. Some examples include:
- Recommendations specific to their vehicle to help them maintain it properly
- Reminders based on their MOT and service history dates, as well as their mileage
Customers like to feel remembered and valued. This personalization through CRM software can craft a great customer journey and help you grow your automotive business through repeat customers and referrals.
Automotive technology is no longer about building a good car; it is about creating a better experience. When it is used strategically, it can help you build trust, empower customers and make getting your car looked after less intimidating and confusing.