‘My Service Trust’ gives independent garages the opportunity to take advantage of personalised customer videos, a service which until now has only been offered by the franchise dealers.
Following a successful pilot, the product launched in late July and is now used in many independent garages to reassure customers they are in safe hands and justify work that needs to be undertaken. As you can imagine, users have found it much easier to get issues across in a video than over the telephone and this transparent way of getting work approved is a sure-fire way of building trust and increasing customer loyalty.
The ‘My Service Trust’ product has been developed by Yorkshire-based Smart Garage Solutions, allowing independent garages to create, review and send HD quality personalised customer videos. The app can be used to highlight any urgent or advisory works that need carrying out on a vehicle following a service or MOT. Videos are neatly packaged into a branded responsive landing page, which customers access via a link from a text or email on any device they use.
A recent study of 1,400 motorists who use independent garages has found that reliability and good service are both more important than price when it comes to building customer loyalty. In the survey, 60% of respondents also said they have had a bad experience with garages, with the result that most are happy to remain fiercely loyal to a good local operator they know they can trust.
By using ‘My Service Trust’ personalised customer videos, garages can build personal relationships with their customers, show the legitimacy of repair works and breakdown technical boundaries. The result of which is less time spent on the phone convincing customers.
Watch this short video to find out more…
Ben Smith, Founder of Smart Garage Solutions, said: “The automotive industry is going through a period of change; advances in technology, the popularity of smartphones and increased customer use of video. This combined with uncertainty and fear following the UK’s decision to leave the European Union, means independent garages have to work harder to win over the trust and loyalty of their customers.
“We saw the opportunity to enhance similar technology available on the market that was expensive and predominantly aimed at the franchised dealer market.
“We set out to create a level playing field, giving independent garages the opportunity to take advantage of personalised customer videos, at a much more affordable price.”
A 30-day free trial is available here.