ABOUT

Our goal was to clearly set expectations and give a step by step outline of what would happen after the customer pressed the Buy button. We had tried lots of text and images, but we needed video to really engage the customer. By doing so, we would reduce customer service costs and get higher overall customer satisfaction. We now have the videos live for every new customer since then. They are viewed more than 10,000 a day and have become a staple of our business. The customer service impact was amazing, and follow up interviews with customers indicated it was the clearest recall vehicle.