Getting the most out of the digital shopping funnel, from chat to checkout
Auto dealerships are embracing the promise of online digital retail solutions to improve the car-buying experience in the dynamic automotive industry. According to the Car Buyer Journey Study, a remarkable 81% of car buyers recognize that their overall purchase experience has been significantly enhanced by online activity. Furthermore, according to 87% of dealers, digital retailing solutions have a favorable impact on a number of business-related elements.
Dealerships work hard to digitize important buying procedures, such as trade appraisals, credit applications, and payments, but sometimes they forget about the most important part of the digital retail process: the top of the funnel.
Think about the following situation: There isn’t a host or hostess to welcome you as you enter a busy restaurant. There’s no one to respond to the persistent questions regarding the menu. Uncertainty descends: should you take a seat or go on?
Website users may quickly become lost in the wide online environment and unsure on where to go next. Auto dealerships spend a lot of money getting customers to visit their websites, but the longer a customer stays without interacting with them, the more likely it is that they will go and look at other possibilities.
As you would meet a consumer walking onto your physical lot, you must strike up a conversation with online visitors in order to capture and lead them through the sales funnel.
Even though phone calls might be preferred, it’s important to understand that not everyone can or wants to have phone talks, particularly for those who are surreptitiously surfing or during work hours.
Here’s where a fully managed chat service comes into play as the perfect way to drive non-phone-talking prospects to the top of your digital retail process funnel. Furthermore, many Millennials and members of Generation Z prefer text and chat as their first means of communication.
Boost Consumer Engagement in Automotive Digital Retailing with Human-Powered Chat Solutions
“Are you a bot?” is one of the first questions that visitors to a website often ask when they see a chat box. Even with the advances in chatbot technology, users still favor face-to-face communication. As of right now, bots are unable to answer complicated, multi-part queries, efficiently direct prospective buyers through the sales funnel, or schedule appointments.
Dealerships frequently have to decide between self-managed and fully managed services with qualified agents when selecting a managed chat service. Self-management demands that suitable coverage be set up for automobile buyers who want to browse on weekends and in the evenings—a task that might be difficult for traditional salesmen to accomplish online. Making the best choice requires an understanding of the strengths inside your team.
Agents on live chat are knowledgeable enough to help users choose a car and answer frequently asked questions about CarFax reports, warranties, promotions, amenities, and vehicle delivery. These representatives have received training on how to have those vital first exchanges that set the groundwork for future relationships with clients.
Boost Conversions with Reliable Live Chat Agents and Digital Retailing Tools
When chat workers have answered questions from customers and built rapport, it’s time to introduce your dealership’s state-of-the-art digital retail resources.
When a car shopper is ready, agents might start by asking about their chosen monthly payment and providing assistance with the payment calculator. A similar set of instructions can be given for loan applications, trade-in tools, and other lower-level sales funnel phases.
Chat agents are excellent at helping customers set up appointments when they’re ready. Compared to appointments scheduled through other channels, over 20% of sales leads produced through chat also include an appointment, yielding a higher show rate of 30%.
Engaging with a live agent fosters commitment by guaranteeing that customers keep their appointments. Interestingly, SimpSocial’s research shows that service appointments made using chat provide an average return on investment of $60 higher than those made only through online schedulers.
A lot of clients who are tech-savvy prefer to communicate digitally when making purchases. A critical step in the digital retail process is attracting and retaining top-funnel website visitors. There are many possibilities where the buying process may never begin without an initial real-time communication.
Expert agents move website visitors smoothly into the purchasing funnel with professionally managed chat services. Dealerships may grab every chance and keep potential clients from falling into the hands of rivals by providing answers to inquiries, fostering trust, and adopting digital retail tools.
Accept the potential of live chat support and digital retailing to increase conversion, client happiness, and business success.
Back to Blog