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By: Earl Brown, Autofusion (2025)
Let’s face it—car buyers today are shopping online much more than in-store. From the couch, or while at work, scrolling through sterilized dealership websites that all look the same, and just sort-of winging it until they ultimately bounce or convert.
The good news? They’re serious buyers who just need help getting across the finish line. The bad news? Without establishing a personal connection to a qualified product and process specialist, they may just end up ghosting you for the dealership down the digital street.
That’s where live video chat comes in—a virtual meet-n-greet that brings your sales team directly onto their screens. Imagine showcasing your beautiful vehicles in real time, answering questions, and compelling shoppers to take action before they’ve had a chance to assume or overthink things, which will typically result in a lost opportunity.
It’s like having your top salesperson in their living room—without the awkwardness of actually being in their living room.
Enhanced Customer Experience
Personalized Assistance: TalkExpress video chat allows sales staff to provide tailored advice and recommendations based on real-time objections or concerns.
Human Connection: Creates a more engaging and empathetic shopping experience, which leads to happier and more trusting shoppers who feel seen and who come back when it’s time to reenter the market.
Visual Demonstrations: Show them the merch! Product specialists can showcase your vehicles and service options, demonstrate features, check availability, tease specials, and provide virtual dealership tours to help customers feel more welcomed.
Improved Conversion Rates
Immediate Answers: Addressing customer questions in real time reduces the likelihood of misunderstandings that could lead to a bounce.
Confidence Building: Seeing and interacting with a real person builds trust, especially for high-value and complex purchases like a new vehicle.
Upselling and Cross-Selling Opportunities: Sales staff can suggest complementary products, showcase why-buy features, locate similar vehicles, and keep the wheels turning more effectively than ever.
Branding & Competitive Differentiation
Dealer Brand Perception: Demonstrates your store’s commitment to customer service, time savings, transparency, differentiation, and innovative process.
High Octane Service: Very few dealers offer live video chat yet, making it a unique and novel selling point, giving your dealership a major communications advantage in and outside of your prime market area.
Increase Transparency, Reduce Frustration
Clear Product & Process Communication: Live demos and walk-arounds reduce the likelihood of customers landing on the wrong vehicle and damaging the dealer’s reputation with a bad review> Meanwhile, you can set process expectations early to create a clear pathway to completing the sale in an expeditious way.
Secure Data Collection and Non-Invasive Customer Insights
Customer Hot Buttons: Sales staff can gather insights and contact information naturally, securely and directly, while learning all about their shopper’s personality, needs, and preferences.
Forget The ‘Feedback Loop’: Instant and honest feedback from online shoppers will help improve marketing, advertising, and sales strategy, as well as the overall shopping experience on your website.
Keep Customer Data Off Personal Devices: Our secure and encrypted platform allows you to more easily harvest and protect valuable customer PII (personally identifiable information) related to the sale, while reducing the amount of data that ends up on the personal devices of your staff.
Strengthened Marketing & Advertising Funnels
Next-Gen CTA’s & Instant Conversions: Who needs a contact form fill, and aggressive follow up tactics, when you can complete nearly an entire car deal, from meet-n-greet to trade appraisal and terms of sale, anytime and anywhere, with a simple click.
Google Analytics 4 and ASC Friendly: 1st party leads generate more robust analytics that allow you to track customer behavior from your ads, to the website, and all the way through the sales call, while the TalkExpress dashboard tracks recordings, agent activity and more.
If you’d like to learn more about how TalkExpress by Autofusion solves for all of these objectives, Reach out to our sales team to get started and demo the software today!
