The Evolution of Customer Expectations in Collision Repair

Technology has changed how customers interact with stores and services. The more speed, convenience, and ease you can build into every phase of customer interaction, the more pleasant they'll find the whole experience. Meet and exceed customer expectations by adopting these technologies:

Online Booking and Scheduling

Today's customers want to be able to book an appointment on their mobile device without any delays or friction. By using an online scheduling tool that clearly displays when slots are available, drivers can pick a time that fits their schedule without having to call. 

Real-Time Updates and Notifications

The more information you can give your customers (especially if it's good news!), the better. Send real-time updates if timelines move up and send them a message across multiple channels as soon as their car is ready for pickup. These constant communications reassure customers that you're working on their car, and it stops them from feeling like they have to constantly check in. 

Digital Estimates

Customers are leery about prices, especially in today's economy. They might shop around for a couple of different quotes. Offering a digital calculator makes it easy for them to choose you, and it doesn't take any time away from your technicians or front office staff. 

Virtual Inspections

For body work, virtual inspections can simplify communications and help you provide realistic pricing and timelines. Build a standardized way for customers to take helpful pictures of the damage. Not only can you give estimates, but you can also help support their claims process for complete five-star service.

Mobile-Friendly Experiences

Most people want to interact digitally, and they prefer mobile devices over laptops. Take the time to make sure all of your tools and portals are mobile-friendly. 

Digital Payment Options

You can also make your processes more convenient by offering as many different payment methods as possible, especially phone-friendly and digital payments. This prevents inconvenience and friction at the finish line, which could sour your customer's experience.

Online Customer Portals

Turn great experiences into repeat business by giving each customer a secure online portal. If they see a record of past repairs and other helpful insights, it's much easier to just book their next service through you.

At Collision Resources, we provide auto body shop software solutions that help you run your business and exceed customer expectations. To learn more about our body shop software solutions and how they can help you meet and exceed customer expectations, contact us today!