Page 11 - GIADA March-April 2020

vehicle. The agent can use a mobile camera engagement to drive service and mainte- to a dealer who meets all their needs and
to conduct a guided tour of a vehicle, focus- nance business. Customers can receive reg- provides this level of personalized service.
ing on the elements that are important to the ular service reminders or can schedule their
customer. This is useful in new car sales, but service appointment with video chat. A cus- LIVE ENGAGEMENT IS THE
even more impactful for used car sales. The tomer can also use two-way video to discuss COMPETITIVE EDGE DEALERS NEED
customer can see the condition of the car live a maintenance problem with a live agent,
without needing to go into the dealership. allowing them to hear a funny noise the car The automotive industry is an extremely
This live engagement feature transforms the is making or to see a dashboard indicator competitive business and auto dealers have
online car shopping experience by bringing that the driver is unfamiliar with. This kind to take every opportunity to gain a com-
the vehicles to life for the customer. of personal service can help save consumers petitive advantage. It’s imperative that auto
time and aggravation, which, in turn, can dealers use all available technology to draw
Live agents can effectively engage with an engender loyalty that lasts a lifetime. in customers, including live engagement
online customer using co-browsing during staffed by well-trained knowledgeable staff.
live engagement. The agent and the custom- ADVANTAGES OF LIVE ENGAGEMENT Those dealers who invest in the best live
er can jointly browse different car models, engagement technology and staffing will be
compare specs, add options, and configure Live video, co-browsing, and post-purchase the ones who capture more sales and draw
a custom dream car. If the customer is ready support and maintenance are some of the more repeat customers. n
to buy, live agents can use co-browsing to ways auto dealers can leverage live engage-
help the customer fill out applications for ment to give themselves a competitive edge. With over 25 years of diverse international
leasing, auto-loans, or simply complete the Having live agents available online beyond experience in nearly every facet of software,
purchase documents, thus completing the the dealership’s regular business hours can Priya Iyer is a proven, high-growth entrepre-
entire transaction online if the customer also help capture new business that might neurial CEO with a leadership philosophy
desires that. Providing this level of service otherwise go elsewhere. The more an auto centered on engaging clients and employees
while the customer is relaxing at home is a dealership can meet customer needs and to build industry leading SaaS software plat-
great way to build brand loyalty. fully address questions and concerns while forms and delivering exceptional stakeholder
that customer is comfortably at home, the value to achieve sustainable competitive dif-
Carrying that brand loyalty beyond the pur- better chance there is to build a strong long- ferentiation.
chasing journey, car dealers can also use live term relationship. Customers will go back

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