Real Time Communications Featured Article

Car Dealerships Can Build a Personalized Digital Relationship with Customers Using WebRTC

January 28, 2016

We live in an “always on, always connected” world today. For most customers – at least those laying down a hefty purchase price – there are few times when the idea of customer support being “closed” for the day is acceptable. Thanks to technology, which can transcend distances, time zone barriers and even language, digital and Web-based communications are always on, even when a brick-and-mortar store might be closed. It’s worth taking a look at how high-value product retailers are doing it, because they will be the barrier-breakers and the innovators. So let’s think about car dealerships.

Customers purchasing a car are about to spend a lot of money. They may have bought bad cars in the past, so they’re going to be careful with the $20,000, $30,000, $40,000 or more they’re laying out for a new car. They expect a car dealer to dedicate a sales process to them alone, and they’ll go elsewhere if they don’t get what they want. Increasingly, car dealerships are turning to real-time personal engagement platforms that feature real-time communications technologies such as WebRTC (“Real-Time Communications”) to win customers.

VeriShow is one of these platforms. The browser-based solution enables car dealers to engage with customers using video chat, co-browse the site with them and share product content in real-time. At the customer end, it provides a live help button on the seller’s Web site. Choosing this live help button launches a text chat session. From here, customers can escalate to a video chat or co-browse session. Dealers can provide extra value by pushing customized content relevant to the customer’s decision process.

Honda Group has recently chosen VeriShow to deepen their engagement with customers and potential customers. It’s a way to help dealerships improve their customer reach and deepen their relationships without significant spending.

“The volume of vehicle sold in 2015 is forcing dealers to find solutions to help them become more efficient,” according to the release. “To sell more vehicles in 2016 without growing staff, doubling inventory or spending more on marketing requires an efficient process. Online transactions offer big potential to scale without significant capital expenditures.”

The solution also helps dealerships engage in secure “e-contracting,” or allowing customers to complete sensitive documents online. This helps speed up the sales process while maintaining open communications and transparency.

“The size of the opportunity of real-time collaboration is not a secret to the technology giants,” according to VeriShow. “It’s a billion dollar secret that the automotive community can take advantage of today. The world’s largest tech firms are hiring developers and engineers to build platforms on WebRTC, or real-time communications.”

While VeriShow may be suited for car dealerships, it can be used in other high-ticket industries to help build a more personalized digital relationship with the customer. To help improve the sales and service process, it also integrates with popular platforms such as Zendesk and Salesforce.

Edited by Stefania Viscusi

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