London and home counties Vauxhall dealer group, Now Vauxhall, have revealed that they are using a video chat service linked to their website, that they are calling Now Chat, to deal with out of hours sales calls from prospective customers.
The move which has been prompted by increased internet usage and statistics that showed the group that customers were researching new and used cars and to investigating service options late in the evening.
Explaining the move, Craig Williamson of Now Vauxhall says, “We took a look at what was out there in the market and concluded that Vee24 couldn’t really be matched in terms of functionality and capability, particularly around its video chat technology. Live Chat allows us to be there on the website to meet those customers who were looking for sales or service support, but perhaps not quite ready to make the initial enquiry and we’re delighted to see an increasing number of sales enquiries coming directly from our Now Chat service”.
The service is managed during office hours by the Now Vauxhall customer service team and during the evenings by the team at video technology provider, Vee24.
Williamson adds, “It has a real wow factor for customers who are amazed by the live video chat service, where they are able to see the agent on the screen, talk through their requirements, browse the website alongside the agent and book a call back for a test drive or service booking. It’s a fantastic way to interact with customers in the evening and from the comfort of their own homes, at a time when a dealership is typically closed.”
Nigel Thomas, Director at video firm Vee24 says, “Live chat from a website means that you’re never more than a few seconds away from helping your customers, and live video chat takes your customer service to another level, offering one-to-one conversations, a very personal interaction with the customer and helping build a rapport with the customer while they are actively searching your website. In much the same way that you’d never leave your dealership unattended, dealers are now seeing the benefits of ‘staffing’ their websites.”