To bring the car buying experience to the 21st century.
Of all the digital transformations that occurred in sales in the first two decades of the 21st century, the car buying process is the only shopping experience that lasts until the 20th century.
Then COVID froze.
Companies have moved from financial transactions, sales, and personal services to simplified layoffs and processes. Some in the industry have already introduced their digital principles, but many were unwilling to adopt technology platforms as part of their daily operations.
“We have a lot of technology available to retailers, but most prefer to offer the traditional shopping experience,” said Joe Chura, co-founder, and CEO of Dealer Inspire, the digital marketing, and consumer experience platform. “There were technological solutions and resources in the background and now they are off the shelves.”
The Dealer Inspire platform, acquired by Cars.com in early 2018, had to reflect quickly to meet the unprecedented needs of dealerships, creating up to 1000 exclusive videos created for dealerships, in addition to virtual service, vehicle visits, and technology vehicle financing.
They instantly helped retailers improve the digital customer experience:
• Better experience on the website;
• Improvements in digital messages and product messages; THAT’S IT
• Use of interactive consumer experiences.
Founded in 2013, Dealers Inspire already offers an integrated messaging and video chat platform in 2015.
“To be honest, it is not widely used and our daily goal is to help retailers in this rapid transformation,” said Chura. “Our mission from day one was to have dealers ready for the future because we knew they would have to adopt one day.“
Increased demand for videos
Since the introduction of COVID restrictions in March, the video platform has shifted from a communication vehicle that rarely leaves the garage to a high-mileage platform that directly impacts the financial results of virtually every car dealer in the United States.
“We had to remove the code from a number of technologies rarely used in the online shopping experience while meeting an unprecedented need and demand for the video platform to see vehicles and communicate with potential buyers,” he said. Chura said. . ‘We asked how we can help retailers with communication, support, and marketing material. The biggest doubt was the use of video platforms. We had to take a big step and that’s what we did, ”Chura said.
Talk to the future
Now that car dealers can do much more with much less, with fewer employees and more technology, tools such as chatbots are playing a bigger role.
Rather than answering introductory questions like most chatbots, chatbots can now answer secondary and tertiary questions with information before handing over a prospect to a customer service representative.
What secondary and tertiary questions do chatbots answer?
• Exchange value for vehicles;
• Qualification for discounts (eg veterans and rescuers); To be
• Discount requests.
Chatbot responses generate revenue, and despite the current circumstances, many car dealers across the country have had record months due to the closed environment that a car provides in a world where travel is more common than travel in the near future.
“There is a section where some traders accept and accept technology solutions and some don’t,” Chura said. ‘I don’t think there is a fixed date, but now is the time to connect all points of technological solutions, from consumers in chatbots to marketing and the merchant industry. The future is now for the industry and there is no escaping it. “