Customer experience and expectation in the auto industry has come a long way since Henry Ford famously said "Any customer can have a car painted any color that he wants so long as it is black." Now, the success of auto dealerships depends on creating positive relationships with customers through great service.
Industry leading UK car dealer, Swansway, recently began using the Vee24 live video assistance solution to bring real-time live help to its website to meet the needs of customers who prefer to shop online or outside of traditional showroom hours.
After discovering that 15% of their web traffic was visiting their site from 7:00 – 9:00 PM, Swansway first shifted their contact center hours to be sure they had staff available at night. They then added live video assistance from Vee24 to better serve those customers with a rich and personal online shopping experience through features including voice, video, text and co-browsing.
Swansway Director John Smyth explains, ““Our live chat team are just that, talking in real-time and visible to the customer via webcam, we believe that introducing that personal relationship online is vital in establishing an initial link between the customer and our centers.”
And it’s not just the dealerships who are taking advantage of live video assistance, automotive manufacturers are also using live video to help their online customers explore car models and features. Land Rover uses live video assistance from Vee24 to help their online shoppers understand their car-buying options, refine their car search, and get introduced to a local dealer who can meet their requirements.
This process produces highly qualified leads for local dealerships. Colin Green, global retail operations director at Jaguar Land Rover, has said, “Vee24’s live video engagement platform gives us the ability to mirror the personalized experience customers receive in our dealerships, on our website.” The program has proven so successful that it’s being expanded into Land Rover’s websites in Italy, Dubai, Russia, and India.
To learn more about Swansway’s live video assistance solution, click here.