This idea is also born out in another data point: When it came to recommending service work, only 16 percent of consumers received photo or video evidence from the dealership related to their vehicle's issues. A full 67 percent of consumers would have liked to see photos or videos if given the option. So, what is this apparent divide really indicating? Consumers want both digital and in-person options - they want a hybrid experience. Too often, however, dealerships are failing to deliver. And, that failure will lower customer satisfaction, lead to higher costs and lower revenues due to process inefficiencies, as well as unnecessarily weaken your competitive edge. WHAT DOES A DIGITAL HYBRID EXPERIENCE IN SERVICE LOOK LIKE? All these technologies exist. Here are a few that will help you get the most out of a digital hybrid experience: * Self-service kiosks that create a self-led check-in option in the service department. These put your customers in the driver's seat of their own experience while increasing revenue opportunities and streamlining your operation. * A system to help your service advisors upsell by sending service recommendations to the customer's MAY JUNE 2021 || FIXED OPS MAGAZINE 15https://www.infomedia.com.au/parts/