Live Chat For The Automotive Sector
WhosOn for Automotive manufacturers and dealerships delivers the following key
benefits:
- Improved Conversion Rates
- Improved Revenue Streams
- Improved Customer Satisfaction
- Increased volume of qualified leads and opportunities
- Improved Agent productivity
- Improved Service levels
- Call cost reduction
Automotive manufacturers and dealers in recent years have experienced a
fundamental shift in how potential buyers search for their next vehicle. An
astonishing 78% of consumers now conduct their initial research online, even
before they set foot in a dealership they will already have formulated an
opinion on the make, model, features and target price of a vehicle. The internet
now makes it easier for consumers to learn more from third party-sites than they
would in comparison to talking directly with a dealer. A prospective buyer can
now compare specific makes, models, fuel economy, reputation and reliability in
an instant.
Automotive dealerships and manufacturers such as Ford, GM, Mercedes, Nissan,
Toyota, and VW to name a few, as a reaction to this fundamental shift in buyer
behaviour, have invested heavily in their online presence in the hope that it
will aid the consumers decision making process. Manufacturers now use a
multitude of online tools that enable customers to select and customise their
preferred vehicle in real-time, gain pricing information, seek finance approval,
or view a video or brochure of a particular make and model. Dealerships
themselves are taking their online functionality further, enabling customers to
order parts online or book a service, for the consumer this increased
convenience is a welcome addition.
The development of new online tools have indeed provided consumers with a wealth
of information that they would have previously had to refer to in a printed
brochure or would have resulted in a lengthy phone call or even a visit to a
dealership. However, despite the investment made by the manufacturers and
dealerships these online tools still do little to influence the sale, or push
the customer further through the sales process, what they lack is personalised
assistance. A website visitor may potentially be interested in a particular
vehicle but needs to further clarify that they are making the right choice, for
example will it be within budget, just how economical is it? or how to organise
a test drive? There is little in place to assist these potential prospects to
enable them to make a qualified purchasing decision.
Dealers and manufacturers are quickly realising that they have to provide the
same customer service experience, online that consumers would expect to receive
in a brick and mortar environment. In order to match this experience they need
increased visibility of online visitor activity, so they can easily identify
those visitors that are looking to make a purchasing decision, they also need
the ability to actively engage these visitors as they would in a showroom
environment, to help close a sale.
WhosOn is an online engagement solution that enables dealerships and
manufacturers to take control of their website by applying live visitor tracking
enabling them to target the right visitor at the right time and live chat to
enable them to engage with those visitors to guide them through the sales
process.
WhosOn monitors specific website events such as number of page views, length of
time on site, or specific landing pages, this gives the dealership a unique
insight into the visitors online experience and route they have followed
highlighting the visitors particular interest in a vehicle and path to purchase.
Site visitors can either choose to click to chat alternatively WhosOn enables
proactive invitations to be sent automatically to the visitor to enable them to
engage via live chat. Once engaged the chat agent can provide the visitor with
further information it maybe to compare and contrast different models or ask
about finance. An agent has the ability to push a specific webpage to a visitor
or they can attach a file or document, or an image, or even send a digital
brochure, with further advancements such as remote control and co-browse this
gives the dealership the ability, with visitor permission, complete control of
the visitors PC, enabling them to assist with form completion.
Agents have the ability to transfer chats so they can redirect to a vehicle
specialist or department such as sales, service, parts or accounts further
improving the online customer journey and their overall customer satisfaction.
This method of website contact is aimed at mirroring the level of service the
customer would expect to receive in a showroom.
From a manufacturer perspective WhosOn also provides the ability for a
manufacturer to direct a specific enquiry to a specific dealership within their
network, improving the online journey for the visitor, providing seamless
integration with relevant dealership in order to improve online conversions.
Real time analytics, a standard feature within WhosOn provides manufacturers and
dealerships with detailed reporting on entry pages, abandonment points,
navigation paths, and campaign performance, enabling them to refine marketing
initiatives in real-time.
The custom form feature of WhosOn enables vehicle details (required make/model,
year, color etc) to be taken during live chat sessions. This information can
then be emailed (along with the full chat transcript) to a given email address
(the salesperson or local dealership) and/or posted to a CRM system.
The screenshot below shows a sample automotive live chat in action:
Automotive Live Chat
See Also:
Benefits Of Live Chat 
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