CitNOW has launched a new live video feature for retailers within its CitNOW Sales and Workshop apps, to enable remote face-to-face interactions with customers.
- Live Video available in CitNOW Sales and Workshop apps as part of the current subscription for all customers
- CitNOW is working in partnership with dealers to help the industry prepare for a ‘new normal’ in automotive retailing
- CitNOW accelerated Live Video launch to help the industry adopt new contactless selling and servicing procedures
- Live Video allows dealership staff using CitNOW Sales or Workshop to respond quickly to individual customer enquiries, comparable to visiting a dealership.
To help the industry meet anticipated demand for contactless communication, CitNOW has accelerated the release of its Live Video feature, with a beta version now available on request as part of the existing subscription for every CitNOW customer.
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The new Live Video enhancement allows dealership staff 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. The live video functionality combines with existing recorded video options to deliver a seamless yet contactless journey for consumers, through activities such as vehicle walkarounds, feature demonstrations and live handovers. It will also enable workshop operatives to hold two-way conversations with customers to explain diagnostic reports and discuss any required work in real time, while adhering to social distancing protocols.
To start a Live Video session, dealers email a branded invitation to customers who can then join a live call session from any mobile or desktop device that has a camera function. There is no need for recipients to download third party applications or services to access the video call – they simply need to click on the system-generated URL at the agreed time.
Carol Fairchild, Chief Customer Officer at CitNOW, commented:
“We understand the extremely challenging times our customers are facing, and we are dedicated to serving and supporting the industry through this period. There has been a sharp increase in enquiries from retailers who want to engage and connect with their customers in a safe and effective way. What has become clear during this pandemic is that video can play a significant role in meeting this requirement, and it can become a cornerstone of contactless selling and servicing processes.”
![Carol Fairchild Photo of Carol Fairchild, CCO at CitNOW](https://www.citnow.com/app/uploads/2019/05/board_7530_CarolFairchild-320x320.jpg)
Fairchild adds:
“We were due to release Live Video later in the year, however following discussions with leading motor groups and our Contactless Retailer Roundtables, we recognised a real need to introduce live video sooner. A full release of the Live Video feature with enhanced capabilities will follow, but until then our aim is to help support the industry in the short term, as it enters a ‘new normal’ for automotive retailing.”
To activate Live Video, retailers need to contact their CitNOW Account Manager, or call CitNOW on 217-650-7467.