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CitNOW introduces enhancements as video engagement hits new high

CitNOW has expanded its range of products to suit the increased demand for video-based services in the motor retail sector following the coronavius pandemic.

The updates include a new desktop screen sharing facility, a video guidance portal to assist technicians when evaluating parts requirements and warranty claims, and a number of third-party systems integrations.

Demand for personalised video-enabled capabilities in dealership operations is growing rapidly and consumer engagement with video is reaching record levels, according to CitNOW.

The view rate for videos sent via the platform in response to sales leads averaged 85% in May and June 2020, reflecting how car buyers unable or unwilling to visit dealerships are embracing contactless interactions.

The new Desktop screen sharing option, which complements CitNOW's Apple and Android-based mobile products, facilitates a live video call from a salesperson’s desktop to enhance online customer interaction. The sharing platform allows sales staff to replicate the experience of discussing a purchase in a dealership, by seamlessly sharing their screen with customers via a secure web link, to present specification options or finance data in a clear and transparent way.

CitNOW’s new Video Vault service works alongside the company’s Workshop app and is designed to speed up repair and warranty claim processes. The new product is at an advanced stage in its development and is currently being piloted by dealerships within the Volkswagen Group retail network. More than 700 videos a week are currently being shared through the service, to support parts checks and deliver instant video footage to technical teams, allowing warranty claims being resolved faster and more reliably.

“The current pandemic has been hugely challenging for motor retailers, but it’s also been one of the biggest triggers for change,” commented Carol Fairchild, chief customer officer at CitNOW. “As a result, we are fully focused on developing service enhancements that reimagine the sales process, benefitting all aspects of a dealership’s relationship with its customers. We want to help retailers using CitNOW Sales or Workshop to respond quickly to individual customer enquiries with a level of detail and emotional connection comparable to visiting a dealership.”

A number of further ecommerce developments and third-party integrations will also launch soon. These will enable a range of flexible finance and payment options to be integrated in sales processes and workshop operations.

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