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Customers prefer remote repair approval

Customers prefer remote repair approval

In an age where convenience trumps most things, new research has found that nearly two thirds of UK drivers prefer to approve repair work remotely.

Convenience is a priority for most drivers when dealing with workshops, with 65% of motorists preferring to approve repair work remotely, as services like personalised video continue to help build transparency into the customer journey.

CitNOW, found that 22% of motorists give the green light for work online – either on a computer, smartphone or tablet – or via instant messaging.

As car owners' preferences have developed, personalised video and remote approval has become integral to the workshop customer journey. By providing motorists with a convenient and transparent service to swiftly see and approve necessary work, the technology can significantly reduce the time a car is on the ramp and increase the amount of work approved.

Nearly eight in 10 motorists (78%) will book in their car service remotely, with 45% preferring to ring them up, and a third (32%) booking in online on their smartphone, tablet, computer or via instant messaging.

Offering in-depth personalised video that takes customers through the work needed on their vehicle while it's still on the ramp, CitNOW Workshop helps technicians deliver a transparent service and higher conversion rates of amber and red work.

Ollie Parsons, head of sales and client services at CitNOW, said, 'With people so time-poor, building a convenient customer journey by helping people book or approve work remotely – whether over the phone or online – will reap the rewards.

'That convenience can't come at the expense of trust or repair quality, which is why personalised video has been so successful in the sector, combining ease of use with transparency throughout the customer journey.

'Personalised video can put workshop customers at ease, reassuring them that repair work being carried out on their car is both necessary, and up to standard.'

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July/Aug 2019
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