How Can Auto Traders Benefit From Using Live Chat?

Like businesses in most industries, auto traders can benefit from adding live chat software to their websites. The communication tool makes it possible to talk to customers in real time and provide bespoke answers to questions.

24/7 Availability

Being available twenty-four-seven is more manageable when you use a live chat app. While you will require a human in the loop (unless you substitute a chatbot), one agent can conduct multiple conversations, improving efficiency and reducing the need to hire additional staff during unsociable hours. Leads browsing your collection can contact you at any time for a response.

Real-Time Problem-Solving

Another benefit of live chat for auto traders is real-time problem-solving. Customers can get solutions to issues quickly, reducing the need for email exchanges or multiple call-backs.

For example, a customer might want to know how much it will cost to tax a car they want to buy. Instead of waiting for an email (and finding a better deal elsewhere), reps can give them the tax bracket information they need immediately.

Superior Customer Service

Naturally, live chat software for website-based auto trader businesses also improves customer service, generating an essential competitive advantage. Dealerships, mechanics and other automotive services can differentiate themselves from the competition by responding to customers’ queries immediately and taking advantage of online opportunities to close sales.

Cost-Effective Support

Another benefit of using live chat is its cost-effectiveness. The technology eliminates the need to install multiple physical phone lines, with agents handling all calls through website apps.

Click4Assistance’s live chat tool allows audio, video and text chat for superior communication, eliminating further costs, such as the requirement for specialist video conferencing tools. It also has neat features, like smartCast, which lets agents direct users to specific areas of the website or show them marketing materials.

Improved Data Collection

Live chat software also facilitates improved data collection. Businesses can collect valuable insights on customers’ preferences, pain points, and frequently asked questions to learn more about their challenges.

Gathering data is most straightforward in text form, but software can also provide insights into calls and video conversations, suggesting what businesses should do better. Firms can use this information to improve their services or provide their colleagues with more relevant training.

CRM Integration

Related to this last point is the ability to integrate live chat solutions into customer relationship management (CRM) systems. Auto traders can quickly collect client details during an enquiry call and feed these into the system, helping them build up a clearer picture of their needs. Sales reps can use this data to move clients towards conversion.

Trust-Building

Finally, auto traders can use live chat solutions to build trust with their audiences. Talking to a human agent via website or text chat gives customers confidence and encourages them to take the next step. Thirty-eight per cent of consumers say they are more likely to buy from a company offering this type of support.

Ultimately, live chat provides companies in the car business with the ability to provide superior customer service and streamline operations. The costs are low and the benefits are significant.