The Glyn Hopkin car dealership and garage in Cambridge's Newmarket Rd has launched a new live video technology service to help customers gain a better level of interaction and involvement in the repair of their vehicles.
The service includes the provision of real-time video updates from the service team, with the customer then asked to authorise the repair work to be carried out. The Glyn Hopkin group is trialling the new service across several of its sites and will not charge customers for the service. Feedback suggests that the tool has helped to improve customer experience.
Improving customer service with the addition of these kinds of technologies is popular among dealers but must be included in motor trade insurance policies.
The video tool works by giving customers access to the video updates via the Glyn Hopkin online portal via their mobile device or laptop. This enables them to avoid having to wait around at the garage while the work is being done.
Fraser Cohen, the managing director of Glyn Hopkin stated: “At those sites where the service has been piloted, customers are typically checking their personalised videos and authorising work within just 20 minutes. By providing a more effective means of communication between customers and our service departments, common queries can be answered quickly and work can be completed more efficiently than ever before. It is further building trust and giving the customer added reassurance that there are no unexpected charges.”