How to stay in touch with customers out of hours

Automotive digital data specialist Sophus3 has enhanced its LiveChat services with the introduction of LiveChat Video to support car dealers and OEMs – and it requires no investment!

The new tool, recently successfully adopted by Renault UK as part of the launch of the new Clio, allows the car buyer to enter a car showroom through their PC, tablet or mobile.

LiveChat Video connects all parties involved in a new car sale, from product walkaround with a specialist, through specification, financial offer and, ultimately, the purchase.

Scott Gairns, Managing Director, Sophus3 said: “We now see that most car buyer research takes place on a mobile and outside of office hours. We believe that this change in consumer behaviour has had a clear cause and effect on the UK’s new car sales drop in recent years.

“LiveChat Video supports dealers as it brings customers into their showrooms via their mobile phones at the car buyers’ convenience. Our unique levels of insight and data on online car buyer behaviour means it can quickly and accurately move initial LiveChat interactions on websites into real and engaging LiveChat Video car buying experiences.”

What’s the busiest time for online research?

Sophus3’s analysis has shown that 9pm is now the busiest time in the UK for car buyer research, with significant uptake in online activity on car brand and automotive media websites from 5pm.

Combined with well-documented negativity around the traditional car dealership sales experience, LiveChat Video is seen as the perfect solution to re-engage car buyers, particularly as it requires no infrastructure or hardware investment by the dealer.

Crucially, Sophus3 analyses over 1 billion car buyers’ web interactions annually for virtually all volume and premium brands in the UK.

The company is therefore in the unique position to combine an unprecedented level of data with the LiveChat Video service to ensure the system’s algorithms intelligently deliver genuine car buyers to dealers or OEM product ambassadors: all from the comfort of the customer’s home.

Gairns added: “The role of services such as LiveChat Video will increase in importance for the automotive industry in the years ahead. The move to electric powertrains and the coming disruption caused by autonomous vehicles and new mobility services mean that consumers will have more choices but also more questions.

“That, coupled with an increasing expectation on their part of instantaneous delivery of services and products, means that brands must be ready and able to engage with them through an ever-expanding variety of channels.”

Sophus3 has reported that the impact of the traditional LiveChat services on car website visitors’ behaviour led to measurable improvements in visitor engagement and outcomes.

Those who engage in a chat are three times more likely to download a brochure, search for a dealer or request a test drive, ten times more likely to then visit a dealer, and sixteen times more likely to buy a car.

LiveChat Video is expected to produce even better results given the ability to showcase cars, options, accessories and financial offers live and direct with the car buyer.