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Live agents can effectively engage with an Having live agents available online beyond 20 RIDICULOUS
online customer using co-browsing during the dealership’s regular business hours can
live engagement. The agent and the custom- also help capture new business that might PHRASES
er can jointly browse different car models, otherwise go elsewhere. The more an auto YOU SHOULD
compare specs, add options, and configure dealership can meet customer needs and
a custom dream car. If the customer is ready fully address questions and concerns while IMMEDIATELY STOP
to buy, live agents can use co-browsing to that customer is comfortably at home, the SAYING AT WORK
help the customer fill out applications for better chance there is to build a strong long-
leasing, auto-loans, or simply complete the term relationship. Customers will go back [FROM INC.]
purchase documents, thus completing the to a dealer who meets all their needs and
entire transaction online if the customer provides this level of personalized service. Here are 20 rather annoying phrases
desires that. Providing this level of service to consider deleting forever from the
while the customer is relaxing at home is a LIVE ENGAGEMENT IS THE crevices of your mind. Ask yourself how
great way to build brand loyalty. COMPETITIVE EDGE DEALERS NEED often you use them, then try to catch
yourself before you blurt one out.
Carrying that brand loyalty beyond the pur- The automotive industry is an extremely
chasing journey, car dealers can also use live competitive business and auto dealers have “Think outside the box”
engagement to drive service and mainte- to take every opportunity to gain a com-
nance business. Customers can receive reg- petitive advantage. It’s imperative that auto “Grab the low hanging fruit”
ular service reminders or can schedule their dealers use all available technology to draw
service appointment with video chat. A cus- in customers, including live engagement “Run it up the flagpole”
tomer can also use two-way video to discuss staffed by well-trained knowledgeable staff.
a maintenance problem with a live agent, Those dealers who invest in the best live “This will only take a minute”
allowing them to hear a funny noise the car engagement technology and staffing will be
is making or to see a dashboard indicator the ones who capture more sales and draw “Hit the ground running”
that the driver is unfamiliar with. This kind more repeat customers. n
of personal service can help save consumers Get your ducks in a row”
time and aggravation, which, in turn, can With over 25 years of diverse international
engender loyalty that lasts a lifetime. experience in nearly every facet of software, “Back to the drawing board”
Priya Iyer is a proven, high-growth entrepre-
ADVANTAGES OF LIVE ENGAGEMENT neurial CEO with a leadership philosophy “Throw X under the bus”
centered on engaging clients and employees
Live video, co-browsing, and post-purchase to build industry leading SaaS software plat- “Get the ball rolling”
support and maintenance are some of the forms and delivering exceptional stakeholder
ways auto dealers can leverage live engage- value to achieve sustainable competitive dif- “That’s above my pay grade”
ment to give themselves a competitive edge. ferentiation.
“It’s our policy”
NOMINATIONS ARE NOW BEING ACCEPTED FOR “Pushing the envelope”
2020 CIADA “Let’s circle back around”
Quality Dealer of the Year

Please consider nominating a dealer “Take it to the next level”
who you feel is deserving of this “I don’t have the bandwidth”
special recognition.
“Burning the candle at both ends”
Regis University will evaluate the nominees and
determine the winner of this prestigious award. “It is what it is”
The winner is also eligible for the National
Dealer of the Year Award presented at the “Lost track of time”
annual NIADA convention.
” Plenty of fish in the sea”
Please call CIADA with any questions.
303-239-8000 “Work smarter, not harder”
Or, visit CIADA.ORG to download a form.

FRONT LINE | CIADA.ORG WINTER 2020 | 6