In more conventional times, auto dealerships were providers of products. New and used vehicles, automotive services, and parts and accessories drew customers into the dealership. Today, dealers focus more on customers and their experience.

One of the ways dealerships can improve the customer experience—while extending the reach of your staff—is by utilizing the always-online power of chatbots. If you’re thinking chatbots might minimize the customer experience by making them feel pushed aside or placated by a one-size-fits-all AI solution, consider these chatbot best practices and discover how chatbots could give your store a competitive advantage.

Can Chatbots Give Your Store a Competitive Advantage?

Bot Benefits: Why Customers Find Chatbots Helpful

Do customers actually enjoy using chatbots? Maybe not in every instance, but most do find chatbots helpful. In fact, our 2023 National Consumer Survey discovered that as many as 85 percent found chatbots helpful, and over half of them would use a dealership chatbot if one was available.

Here are a few of the benefits a chatbot solution could provide your store:

1. 24/7 Availability: Chatbots are always available, offering round-the-clock support to customers regardless of time zone or schedule. This ensures that potential car buyers can get their questions answered promptly, even outside of regular business hours.
2. Immediate Response: Chatbots provide instant responses to customer inquiries, eliminating frustrating wait times and enhancing the overall customer experience. This can be crucial in capturing leads and maintaining customer engagement.
3. Personalized Interactions: Chatbots can personalize interactions by tailoring responses based on customer preferences, browsing history, and previous interactions. This personalized approach can make customers feel valued and understood, leading to a more positive experience.
4. Efficient Information Collection: Chatbots can efficiently gather information from customers, such as their vehicle preferences, budget, and desired features. This information can then be used to provide personalized recommendations and streamline the car-buying process.
5. Streamlined Communication: Chatbots can streamline communication by handling frequently asked questions, providing basic product information, and scheduling appointments. This frees up sales personnel and service advisors to focus on more complex tasks and interactions.
6. Improved Customer Satisfaction: Chatbots can enhance customer satisfaction by providing a convenient, responsive, and personalized experience, helping to increase customer loyalty.

Beyond the Basics: What Can Chatbots Do for Your Dealership

As you planned and produced your store’s website, you most likely included many of the essentials and website best practices that help your site stand out on a search page and draw in customers with engaging content. If you have a live online chat tool, this allows current and potential customers to interact with your staff before visiting in person—and some of these inquiries can be easily handled with a chatbot, helping alleviate your staff.

We aren’t only talking about simple inquiries, though, such as confirming your business hours or location. Here are a few of the ways chatbots could take your store further.

• Chatbots can answer customer questions about vehicles, such as pricing, features, and availability. They can also answer questions about services, such as oil changes, tire rotations, and brake repairs.
• Chatbots can help customers schedule appointments for test-drives or service. This can save both customer and staff time while making it easier for customers to do business with your dealership.
• Chatbots can help customers find financing options for their new or used vehicle selections. This can help close more deals by providing more options so customers can take home their desired vehicle.
• Chatbots can process payments for vehicles, services, and other purchases. This helps add convenience for customers and reduces the workload on your employees.
• Chatbots can gather customer feedback about their experience at your dealership, which can be used to improve your products, services, and promotions.

Interested in Automotive AI Technology? Chat With Us

Gaining a competitive advantage is made simpler with the right tools. From chatbot best practices to digital lead gen strategies and more, our industry experts are here to help you perfect your dealership’s website, enhance your customer’s experience, and capture more business. If you have any questions or would like more info, feel free to contact us today.

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