Transform Virtual BDC into an In-Store Experience.
A virtual Business Development Center (BDC) aims to enhance automotive dealer’s efforts to connect with customers and manage customer relationships. With proactive and responsive communication, the BDC customer service executives help customers in their buying decisions responding to them by phone or email.
But in today’s world of instant gratification, this alone is not enough. Purchasing a car is a complex process with customers having many information needs. As they go through the purchase process different kinds of questions on the car, its specifications, the options and variants available, the service and many other such concerns arise.
Going to a physical dealer location can be extremely tedious and time-consuming. Consumers are preferring to use online sources as a main channel for information. According to a recent Accenture study, almost 75 percent of consumers would in fact like to complete the whole process online.
A virtual BDC today seeks to respond to the customer queries quickly but can be hampered by the limitations of phone or email. There might be delay in responding or it might be difficult to explain critical details via a phone call. Surveys show that only about 10 percent of visitors bother to fill in online forms or contact by email .This is why deploying the innovative technology of co-browsing in combination with video chat can bring a sea-changing quality of customer interactions.
By using co-browsing and video chats, agents can speak directly to customers, answer questions, clear their doubts and show other relevant products or services, all through face-to-face interaction not available otherwise. It would be make the customer feel like he has actually visited the dealership without the stress of travel.
Here are 5 ways by which this innovative technology can convert your virtual BDC into an in-store experience:
1.Enable Superior Customer Interaction: There is much to overwhelm a customer while visiting an automotive dealership website. The terminology, the options or the process itself might be confusing to him, making him prone to stop the process. Support at the right time can help avoid this. By using video chats, sales personnel can explain a car’s features or a process with greater clarity and ease which helps the customer understand better. Co-browsing is extremely helpful in complicated processes like filling up form as the customer service agent can guide the customer through the whole process.
2.Provide Instant and interactive Interaction : Instead of a static experience, co-browsing and video chats transforms the website into an interactive platform where the customers can get access to knowledgeable help from sales personnel, ask questions and explore the right car for them. This is invaluable as customers today on an average spend more time online (14 hours) than in stores while exploring options for a car.
3.Speed Up The Buying Process: Buying a car is a long-drawn process with many stages, starting from information collection to comparison, financing and then final purchase. A customer might get stuck at any one of them. By engaging with them real-time whenever there is a question or a problem, the technology of co-browsing and video chats helps customer service agents to move the customer to the next stage with minimum delay.
4.Enable Higher Conversions: The ability to engage in face-to-face interaction transforms the BDC from a communication hub to a key sales channel, having higher conversions and better customer service. Customer service agents are able to speak directly to the customers to understand their needs better and even show them the products most suitable. The instant responses helps reduce abandonment rates and customers are more likely to remain on the website to complete the process.
5.Build Personal Rapport with Customer: Video chats are a great way for sales personnel to know their customers better. By leveraging the real-time interaction, they can speak face-to-face to answer questions and resolve complaints. This sort of personal engagement is missing in a phone call. Customers develop a sense of trust and rapport with the dealership similar to what happens when they visit a physical dealer store.