What do customers want from your car dealership’s live chat solutions?

Did you know that most customers prefer live chat over phone or email? Through a survey of 1,000 US consumers, live chat platform Kayako found that 41% of customers prefer to participate in live chat than to call or email a company. It’s no secret that live chat has gone from a “nice to have” to a “must have” for car dealerships.

Since twice as many car buyers start their research online, live chat has become a way to meet customers right where they are. For this reason, it is crucial to ensure that your chat solutions meet customer needs and preferences.

Here’s what customers expect when they interact with your live chat and AI-powered chat tools.

Effective communication

Whether you’re using a live agent or an advanced AI chatbot, customers want to feel like the conversation is natural and helps them find the answers they need about your inventory. Chatbot magazine says conversational chatbots can reduce service costs by 30%. Using the right questions and response triggers, customers can talk to a bot and respond to their needs, whether it’s requesting a test drive or the price of a vehicle. The goal is to take them from initial interest to conversion – like coming in for a consultation – and effective communication can achieve this.

The right answers — no matter how long it takes

While fast and efficient interactions are essential, customers want answers to their questions, even if it takes a little longer. According to the live chat platform Comm100, organizations with a customer service score of over 90% had average wait times over 90 seconds. Those with a satisfaction rate of less than 90% have wait times of less than 30 seconds. Customers want a live chat tool that fully answers their questions and provides the guidance they need during the car buying process, no matter how long it takes.

A hassle-free user experience

Customers who prefer live chat also want a simplified user experience. Kayako found that 38% of customers surveyed were the most frustrated with poor live chat user experiences. It can look like random disconnection during the chat experience or ineffective pre-chat forms.

The goal should be for the live chat agent or AI-powered chatbot to lessen the work of your potential customers finding the information they need about your dealership’s inventory. So, make sure you or your dealership staff walk through the chat process to make sure it’s working properly and accomplishing what it should.

Focus on rigor and efficiency

Many customers today want seamless customer service throughout their online car buying experience. A well-designed live chat or AI-powered chat tool allows you to serve your customers, even when you are not physically at the dealership.

These tools represent your dealership’s brand and can help turn a prospect into a customer who buys a car or shows up for a service appointment. The more you invest in this privileged customer experience, the easier it will be to turn potential car buyers into actual customers.


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