Workshop videos to build customer loyalty

The video in the workshop is a “smart” solution that involves the repair of a car by sending a video to the customer who starts the process from home.

This service offers enormous advantages to workshops which, in a period of crisis, will be able to continue working and retain their customers.

The Coronavirus has confronted us with a new way of living our daily life: in particular the reduction of contacts between people and also of movement from one area to another.

However, this situation cannot prevent us from slowing down our activities and often, even if we don’t want to, we are forced to find a solution to our problems.

Companies are the ones most affected by this crisis which has seen a radical decline in customers who can no longer move freely as before to shop. 

Despite this, many have worked in this period to propose new solutions to customers.

This is the case of a number of workshops which, to keep their business going, have introduced a particularly interesting service: the video in the workshop.

The customer will no longer be forced to actually go to the workshop with their vehicle to resolve any faults. The workshop takes care of everything!

Let’s find out together what the problem is!

What is the workshop video?

In the automotive sector, this is a service that involves the collection of a car from the owner’s home and delivery to the workshop to be checked.

Once the problem has been identified, a video is made and transmitted, through an application, to the customer explaining the interventions to be carried out to resolve the fault.
When the workshop receives the confirmation, the repair can be carried out.

At the end of the work carried out in the workshop, the car will be returned to the customer conveniently at home.

Citroen launched this project in 2019, achieving enormous success so far with 94% of customers fully satisfied.

In addition to the Videocheck app with which videos are made, the French dealership continues to work to make its digital interventions even smarter. Digital services have been added including the possibility of booking an appointment online, from a computer or smartphone, for any intervention. 

Opel, also in 2019, launched a myDigitalService App, created to update the customer in real time through photos and videos, on car maintenance.

The aim of the service is to be as transparent as possible with the customer, avoiding unpleasant surprises as is often the case with a mechanic who carries out extraordinary interventions without warning.

The Opel App informs the owner via text message or email when it is necessary to work on other worn components and only after receiving confirmation is the work carried out.

The advantages of video in the workshop

Workshop video is an opportunity that many entrepreneurs need to take advantage of the enormous benefits it can offer:

• Continue to work even in times of crisis. Thanks to the videos, workshops won’t be closing their doors, but will continue to work without stopping because customers need to have their vehicles repaired but safely.
• Optimise time. The video is used to accelerate contact with the customer and also the intervention times.
• Book at any time. Digital platforms are always active and therefore, for example, to book an appointment we do not have to respect the opening hours of the workshop. The same applies to the answer to be given at any time the customer is contacted to confirm or refuse a service. This means that we adapt to the times when the customers themselves are available.
• Retain customers. Of course people are looking for the best service that can guarantee the greatest comfort. Through videos, a workshop will be able to demonstrate trust to its customers who will feel they are the protagonists of the entire maintenance process.

If you are a workshop and you want your customers to remain loyal to your service, you need to update your system through the introduction of apps and videos in the workshop.

Many communication and digital marketing companies are specialised in this field and can offer you a tailor-made solution at the best price.