Summary

Buying a car can be stressful. There are a myriad of factors to consider, and a ton of information to process through. Naturally, there are many conversations to have with the dealership, friends, family, and of course – the internet.

Dealers know they play a key role in simplifying the conversation. In 2022, the post pandemic era, they also need to go further. Last year, in the US, 57% of car buyers conducted the bulk of their vehicle purchases online, and several opted for contactless home delivery from their local dealership. We see this trend in APAC and expect it to be the new norm. According to some industry research, as of now, 70% of consumers want to conduct at least some parts of the car purchase virtually. As we see car manufacturers moving to an ‘Apple pricing model’ where the vehicle and its accessories are fixed price and cannot be discounted, we expect end-to-end pre-sales information, sales, post-sales and service processes and propositions to be transformed.

Today’s buyer wants a strong connection with their brands. According to Accenture’s Life Reimagined report, the 2022 customer expects brands to take more responsibility in motivating them to live by their values and to make them feel more relevant in the world. Health and Safety; Service and Personal Care; Ease and Convenience; and Trust and Reputation are top of the list.

To have this conversation well with customers, dealerships need to meet customers where they are – their mobile phones. When surveyed on how they want to have this conversation, 76% of car buyers say they prefer messaging to phone calls.

Today’s latest messaging technology can streamline the entire sales cycle. Join LivePerson and your peers as we discuss becoming a conversational dealership. Understand how the world’s leading brands like Toyota, Volvo, Jaguar are increasing revenue by leveraging rich, convenient messaging channels, coupled with intelligent automation to streamline early stages of the dealership’s sales cycle, better qualify buyers, promote personalised and special offers at key moments, improve service efficiency and improve internal team communications.

Discussion topics:

  • What adjustments are you making to your sales or service teams with the shift to online buying?
  • How are you tying your social media strategy to your dealership sales?
  • Where are you seeing the biggest opportunities for improving your growth / CX strategy to succeed in 2022?

Speaker:

Emma Callum, Commercial Account Executive, LivePerson APAC

Emma is an Account Executive supporting brands as they establish their Conversational AI roadmap specifically across the Automotive sector in Australia & New Zealand.
With a background in messaging, Emma is passionate about helping brands successfully transform their experiences to include Automation as the next critical frontiers for customer engagement.

 

 

Agenda

Thursday 26th May 2022
14:30 AESTWelcome and Introductions
14:40 AESTDiscussion questions
15:25 AESTClosing remarks
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