Implementing a Process to Send Pictures and Videos to Customers

Are you ready to kick your customer service into high gear? By sending pictures and videos to your customers during their service appointments, you can provide an above-and-beyond customer experience that will increase your CSI score and boost your upsell efforts. This article help you successfully implement capturing and sharing media into your team’s daily routine.


Quick Links

• Things to Consider
  • Why?
  • Who?
  • What?
  • How?
    
    

Things to Consider

Before encouraging your team to start capturing and sending pictures and videos, there are a few important things to consider to ensure an optimal workflow.

Why do you want to start taking pictures and videos?

The first thing to think about before implementing a new practice is why you want to start doing it in the first place! It is important to set a goal and that every team member involved in the practice knows what that goal is. Here are a few questions to consider:

• What are your objectives and what KPIs do they relate to?
  Are you hoping to increase your CSI score? Are you looking to increase revenue with upselling? Increase approval for suggested work? Or even increase transparency with customers and build trust with them? 
  
  
• What challenges are you currently facing that you believe pictures and videos could address?
  Do customers express skepticism regarding recommended services? Are customers requesting visual proof of work needed or work being done on their vehicle?  Are you considering taking photos and videos to modernize your customer experience, aligning with manufacturers’ standards?

Who will be taking pictures and videos?

It’s a good idea to consider which member(s) of your team will be tasked with capturing pictures and videos. Some examples include:

• Technicians: Since technicians work on the customer’s vehicle first-hand, they can accurately communicate information to the customer. Most dealerships use technicians to take pictures and videos.
• Apprentices: Constantly absorbing new information, apprentices are an excellent choice for the task of video capturing. Their more flexible schedules often allow them to take on such responsibilities more readily than senior technicians. They are also often surprisingly comfortable with technology!
• Advisors: Since advisors act as the medium between technicians and customers, some dealerships find it more advantageous to use advisors to take pictures and videos.
• Dedicated team member: Having a dedicated team member for the whole dealership means having consistency in the quality of the content and efficiency in completing the task.

Additionally, consider what launch strategy you want to use to roll out this new practice:

• Will you have the appropriate team members start taking pictures and videos all at once?
• Will you start with one or two team members who are proficient with technology who can later become resources to others?

What devices will you be using?

Another aspect to consider is what devices will be used to take pictures and videos. Please note the minimum software requirements for mobile devices.

• Will the dealership be providing mobile devices or tablets to the staff? 
• Will users be sharing mobile devices?
• Will users be using their personal mobile devices?

How will you send the pictures and videos to the customer?

Once the video is captured, it is important that the team has a uniform way to share it with the customer. Within Kimoby, there are a few ways to accomplish this:

• The person who captures the video sends it in the Repair Order space and notifies the service advisor. The service advisor can then send it to the customer. Recommended if you have a DMS integration that automatically adds participants to a Repair Order space.
• The person who captures the video adds it in a note in the conversation with the customer. The service advisor can then send it to the customer. Recommended if you do not have a DMS integration, or your integration does not automatically add participants to a Repair Order space.
• The person who captures the video sends it to the service advisor via Team Chats in the mobile app. The service advisor can then send it to the customer.
• The person who captures the picture or video sends it directly to the customer.

How is your internet connection?

The last thing to consider is your Wi-Fi connection. Your network speed determines how fast videos can be uploaded to Kimoby. Here is an article on the minimum requirements for network speeds.