How to Unlock the Power of Digital Communication Technology with Digital Air Strike CEO Alexi Venneri
Welcome to another edition of Inside Automotive with Jim Fitzpatrick. Today, communicating with car buyers isn’t just about showing and selling a product, it’s about building long-term relationships and building customer loyalty. Alexi Venneri, Co-Founder and CEO, joins us now to discuss how Digital Air Strike helps car dealerships increase their engagement with consumers.
According to the recent Digital Air Strike report Study of customer experience trends, 60% of vehicle buyers and service customers say they prefer online and SMS communications. This is a 15% increase since the previous customer experience trends study conducted before COVID-19, says Venneri. The advantage for car dealerships is that they can do a lot more with a lot less by leveraging digital communication technology.
At the height of COVID-19, Digital Air Strike was launched Power texts, which started as an alert system. Venneri explains that, initially, the system informed consumers about safety protocols, appointments and at-home test drives. Since launching Power Texts, Digital Air Strike has received no consumer complaints and the company continues to help dealers activate their digital communication capabilities.
Leads are more valuable than ever. However, the Customer Experience Trends study found that three times as many car buyers say a dealer never responded to their request for information compared to the previous study. Venneri says it’s no secret that the industry is dealing with inventory issues, and sometimes when a lead comes in for a vehicle that’s just been sold, the dealership doesn’t respond to that lead. .
This makes no sense from Venneri’s perspective, as many consumers in the Customer Experience Trends study said they were open to buying an alternative vehicle if their preferred model was out of stock. Consumers want transparency, and Digital Air Strike’s technology can be customized for each location, dealer group or OEM. Communications are based on their rules in conjunction with their CRMs. For example, a car dealership can set an upcoming response from the Digital Air Strike tool within 30 minutes or two hours depending on their preferences.
Digital Air Strike’s digital communications technology is fully integrated. It can respond to consumers with the information they need while showing alternative vehicles or even pulling full inventory from a group of dealerships. So the technology can nurture leads and automatically alert dealers when consumers visit their personalized micro-websites.
“It doesn’t stop at getting a down payment on a vehicle anymore,” says Venneri. “You have to keep them engaged; you want them to bring their current vehicle in for service, and even lock it in for a trade-in… Which is why it’s more important than ever that [car dealers] get something like our tool that sits between CRM and DMS but is fully customizable to each dealership’s individual situation.
70% of consumers who participated in the Customer Experience Trends study pre-ordered a vehicle, but 20% said they did not get the information they needed from a dealership. Now dealers need to engage with this new group of consumers. Many deposits for pre-orders are refundable, and consumers can place deposits at multiple dealerships. You don’t want to be the dealer who has to repay. Digital Air Strike’s CX technology feeds these customers with different marketing messages. Auto dealers can also take this opportunity to start an F&I conversation.
With the top tier digital solutions provided by Digital Air Strike, it’s no wonder the company has grown over 40% during COVID and now works with 7,700 businesses, including over 5,000 franchised dealers. . Venneri says the company’s growth is a combination of a loyal customer base and the development of valuable partnerships. Digital Air Strike is committed to improving the dealer experience and the customer experience. The company has 149 technology integrations that fill gaps where consumers can potentially switch to other dealerships.
“Ultimately, [car dealers] sell more, they make more profit per transaction, and we look at the dealership holistically,” says Venneri. “It’s not just about sales; it is also the service side; it’s F&I. How do we holistically ensure they come back to all consumers and are doing well across their dealership? »
Click here to learn more about how Digital Air Strike can help your dealership improve its digital communications technology.
Did you enjoy this interview with Alexis Venneri? Please share your thoughts, comments or questions regarding this topic by submitting a letter to the editor here, or contact us at firstname.lastname@example.org.
Be sure to follow us on Facebook and Twitter to stay up to date or catch up on all of our on-demand podcasts.
While you’re here, don’t forget to subscribe to our email newsletter for all the latest automotive industry news from CBT News.