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Video Call and Chat: New Automotive Shopping Experience

While car buyers  would conventionally be  more eager to shop offline at a car showroom, some companies have started  to digitize their system to embrace a new era. This is the effect of advancing technology that are always being renewed, especially in FinTech. Even car business owners  are beginning to revolutionize their by offering digital services.

While most of us would think  that the automotive industry can only advance  mechanically or from the dimension of electrical engineering, we now know that there is much more advancement rather than the machine. In the case of the rise of car-sharing companies such as Uber, the social dimension can lead you to a vast range of innovation too. To top it off, there has been discussions  that there will be an automotive revolution by 2030  to answer the digital disruption facing the automotive industry.

Not to mention, there is also a forecast that by 2020, the automotive industry will rise in its investments by up to $82 million due to digitization. Triggered by the digital era, the market place will become a  fiercer battlefield, where you either adapt or die. This industry has realised, that in order to survive this era. You have to use the help of real-time communications like other industries. Even using chatbots, to give customers and potential customers a digitized experience. To ensure that, firstly, we need to understand customer behavior. As well as their expectations because these have differed greatly from before due to  the emergence of customer-based technology.

How Being Digitized Changes Customers’ Perspectives

Nowadays, customers spend more than 10 hours before deciding to purchase something online. However, using mobile platforms can change customers behavior from just only online or offline, but a whole different perspective. This was marked with the rise of the omnichannel system. When people shop not only from one device but continue with a different one.

According to a study done by Google, 82% of users say that, before they go shopping, they do their research on a potential purchase on their phones first, such as  finding more information of the  products and their prices, and then purchasing it, whether online or directly at the shop. Nowadays people tend to make decisions, get ideas, and searching for reliable information through their smartphones.

The role of marketers right now is extremely essential in this hyper-connected communities illustrated above. Shopping has become more of a journey rather than a simple grab-and-go action. Thus, it is wise to have personalized interactions with potential customers to keep them engaged. so as to make them interested in whatever we sell. According to a Monetate study in 2013 that looked into buyer behaviour in the digital era, “buyers greatly value personalized shopping and Internet navigation. In fact, 85% of customers are aware that websites track their online shopping behavior, and 75% prefer companies that use their personal information to enhance their shopping experience.”  It will be a plus point if you can also engage them with real-time communications, or even applying chatbots in your system.

What Can  Automotive Industries Do to Keep Disruptions In Check?

As mentioned before, customer behavior has differed greatly from how it used to be. And is able to shape the outcomes of many businesses. To have a better standing from their competitors, automotive companies need to first find a way to make their products more attractive than their competitor’s digitaly, as a stepping stone.

First, you need to fully engage customers right from the start, right from when they arrived at your site. You need to provide them with useful but persuasive information and a clear description of your cars. Remember, in this phase they are still researching and comparing your products with others. And if they are not buying immediately, it doesn’t mean that you have lost your customer.

One-to-one live video call with co-browsing could be a good way for purchasers to visualize the automotive agents. And move with them in real time. they’re ready to fill in difficult forms at the side of the agent. Or simply get help with the automotive configuration.

 

Also read: “Integrating Chatbot to Qiscus Chat SDK

 

You can also provide them with more engagement than merely providing information. By serving them with a face-to-face experience such as creating your own online showroom. This is when real-time communication can help you greatly. You can install a real-time chat engine perfected with chatbot technology which can be programmed to answer your potential customers questions.  This excludes more complicated questions, where you would still need a human being though this can happen later). Using an automated system reduces the workload of your agents. Leaving them with more time and energy to think of other ways on how to seal the deal.

Buying cars is not something that can be done impulsively as one needs to think thoroughly before deciding to buy. It can even take months before a customer decides which car to buy. Therefore, installing a Live video call can assist your potential customers to ask the agent whatever they want to ask about the cars. And to look at the cars without personally coming to the showroom.

Once you get the full attention from your potential customers. It is time to erase the word “potential” and change them to “customers”. By connecting your agent with customers, it can make both sides’ time to be more effective and efficient. Not only can your agents interact with customers directly via video call or voice call. You can also provide them with other detailed sheets via chat to convince them further. This is an easy way to educate your customer about your products, building up the trust and transparency.

Qiscus Video Call

With Qiscus will bring the customers’ favorite face-to-face expertise into the digital sphere by making their own on-line saleroom and connecting their agents with customers through live video call in an exceedingly seamless and effective approach on their web site. the answer is browser and device agnostic, which means brands will reach 100 percent of their on-line audience.

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