Who Uses Live Dealership Video Chat Solutions Like TalkExpress?

By: Earl Brown, Autofusion (2025)

I think we can all agree by now — today’s car shoppers aren’t just strolling into your dealership on a whim like it’s 1995. They research, compare, and decide on what they want before visiting your showroom. That process can involve a lot of tedious searching and wheel-spinning, which is where conversational tools like TalkExpress come in, letting you instantly connect with them via video, voice, and screen share – while they’re still browsing your website.

Many dealers want to know: Who are these online shoppers who prefer to use live video chat solutions? Surely, modern consumers love submitting their personal information to an HTML contact form just to get bombarded with aggressive phone calls… right?!

So, who are these shoppers who want more flexibility in communicating with your dealership? You might be surprised how many different user profiles we’ve already uncovered.

1. Tech-Savvy Millennials & The Gen Z Crowd

Who They Are:

• Digital natives and nomads who expect everything on demand—food, rides, and yes, even car shopping and service.
They tend to do more research than a private investigator.

What They Need:

• Live chat that’s quick and to the point. 73% of consumers aged 18-49 prefer live chat for business inquiries (Digital Minds BPO).
Video chats to see your product and store in real-time, without leaving their couch.
• A mobile-friendly experience, because if your site isn’t, 60% of Gen Z will bail immediately (Google Consumer Insights).

2. Busy Professionals & Higher-Income Buyers

Who They Are:

• These folks barely have time to leave the office for lunch, let alone sit in a dealership for hours to complete a purchase.
• They want a seamless, no-BS buying experience that ends up with them driving EXACTLY the vehicle they want, with as little brain-damage as possible.

What They Need:

• Quick and efficient communication (they don’t want to search for answers).
• The ability to schedule a video consultation at their convenience instead of rearranging their whole day to get answers.

3. The “I Live Too Far Away From Your Dealership” Shoppers

Who They Are:

• They’re in small towns or rural areas where dealerships aren’t always ‘just around the corner’.
• They’d rather not drive 50+ miles just to “check out” a car they might not even buy.

What They Want:

• To get a real look at the vehicle and store without driving across the state first.
• Screen-sharing to review financing and trade-in options before making the trip.

4. Parents & Family-Focused Buyers

Who They Are:

• Their top priority? Safety, space, and reliability (because kids destroy everything).
• They don’t have time for back-and-forth dealership visits between soccer games and school pickups.

What They Want:

• A breakdown of family-friendly features (e.g., “Can I fit three car seats in this thing?”).
• A way to review finance options from home—without dragging their kids into your showroom.

5. The First-Time Buyers

Who They Are:

• They’re excited but also terrified of making the wrong decision.
• They have zero experience in financing, interest rates, or negotiating.
• They’ve often been socially programmed to distrust dealers and pushy salespeople.

What They Want:

• Live chat to ask a million questions without feeling judged.
• A guided walkthrough of financing and lease options to understand what works best.

6. Trade-In Focused & Vehicle Sellers

Who They Are:

• They want top dollar for their trade-in, and they don’t want to visit a bunch of dealerships to shop the best offers.
• They’re skeptical about hidden fees and surprise deductions. etc.

What They Want:

• A real-time trade-in appraisal via video so they know what to expect.
• Transparency on the drop-off process, pricing, reconditioning costs, etc

7. The “My Credit Sucks” Buyer

Who They Are:

• They’ve been burned by their bad credit before and are hesitant to even apply for financing, much less to visit a dealer out of the blue.
• They need reassurance that they’ll actually have somebody in their corner, willing to battle on their behalf.

What They Want:

• A private, secure, no-judgment video call to discuss financing options.
• A clear breakdown of loan approvals, stipulations, and special programs.

How TalkExpress Helps All Of These Different Types Of Car Shoppers:

• No-pressure video calls to build trust and create a warm first-impression.
• Digital-first interactions to improve transparency and ease distrust.
• Live video inspections for better merchandising and trade-in valuation.
• Video walkarounds for a true showroom experience at home.
• Instant and personable connections to keep engagement high.
• Screen sharing to simplify financing, warranty, and insurance discussions.

Know Your Audience, And Close More Deals.

Understanding who’s using TalkExpress helps dealers like you tailor their approach to implementing the software into their sales process. TalkExpress isn’t just a chat tool—it’s a sales weapon that enhances the customer experience and drives conversions. Meet shoppers where they are, give them what they need, and watch your conversions and sales grow. Contact our sales team to schedule a demo today.