PROACTIVE COMMUNICATION TOOLS Customers these days, especially Millennials and Gen Z, expect to be kept in the loop throughout the entire sale and service cycle. To prevent teams from being bogged down by communication demands, customer relationship management (CRM) tools like IDS Service CRM will make it easier for dealers to track customer communications. That includes scheduling automated text and email communications, Work Order status updates, notifications when a unit is due for service, and more.
ONLINE MARKETING AND SALES The COVID-19 pandemic highlighted the importance of having multiple sales channels for your business. Many dealers had to create a more robust customer experience for their businesses online. For example, more dealers have started offering virtual tours of their units. But the benefits of having a strong online presence go beyond the pandemic. Millennials and Gen Z are used to shopping online and reading reviews before deciding to patron a business. Dealers should look for opportunities to bolster their online reputation by making sure their websites and social media accounts are up-to-date, and by asking happy customers to leave reviews. According to an IDS survey of RV dealers across North America, 77% of respondents said they plan on prioritizing online marketing in 2022 .
TEXT MESSAGE COMMUNICATIONS
These days, a lot of people prefer text message communication over phone calls or email. In fact, 89% of customers prefer to interact with businesses via text messaging . Compared to firing off a quick text message, calling back or replying to an email requires more steps. Not only that but routing communications through text helps to free up your dealership’s phone lines. More dealers are also leveraging SMS for automated alerts, reducing the need to play phone tag with customers.
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