Fixed Ops Magazine - 2020 Vol17 03 - 11

The spread of COVID-19 is known to be dependent on
person-to-person proximity and contact. Therefore,
traditional consumer engagement with retail sales professionals will be negatively impacted based on fear of
transmission, regardless of industry. This makes it essential for businesses to adapt, and use texting technology to ease the communication and buying process for
customers as soon as possible.
Retail automotive has a somewhat heightened exposure to changes in consumer behavior because the
onsite customer journey is lengthy and personal. Historically, dealerships have leveraged branding to highlight lavish showrooms, as well as their service centers,
with top of the line accommodations. These amenities,
combined with the brand experience, facilitate comfort
while waiting.
But now, in the midst of COVID-19, kids' play areas,
movie theaters, and condensed kiosk-style information
centers will likely not be seen as a benefit to consumers.
Consumers are instead looking for contactless interactions and off-site transactions to ensure their safety.

REBRANDING YOUR DEALERSHIP AND
AUTO SERVICE CENTER
Most dealers have come across difficult times in the

Though historically, there hasn't been a great option

years they've been in business, but there seems to be

for dealerships to migrate over to texting, new tools

a heightened level of panic as coronavirus spreads.

such as Podium's Webchat, Inbox, and Payments are

The question most dealerships face currently is, "what

bridging the communication gap by offering dealers a

should I do to protect my business?". Our customer suc-

platform that easily brings all of their digital communi-

cess teams chatted with dealerships
across the country to compile a list
of helpful tips dealerships can use to
take rapid action and adapt their business to the current customer needs.
Today, text messaging is the preferred
method of communication-90% of
people would rather message a business than call. Rather than add to cus-

Start by identifying
how your team can

cation to one place, and helps transform their landlines into textable
phone numbers.

leverage technology

Now more than ever, customers are

to shift your

less ways to interact, not just because

customer interactions

buying experience, but it keeps them

searching for convenient and contactit is easier, and makes for a seamless
safe during this crisis. Therefore en-

tomer's stress levels by not being available through their

abling features that move customer interactions - from

preferred channels, businesses should make it easy for

inquiry to sale - to a convenient platform is going to be

their customers to reach them.

better for your business.

MAY JUNE 2020 || FIXED OPS MAGAZINE

11



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

Fixed Ops Magazine - 2020 Vol17 03 - 1
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