The automotive industry is currently moving through a disruptive state of transformation. While the landscape has evolved quite rapidly over the decades, the last couple of years have ignited a new demand for more intelligent, safe, and efficient vehicles.
Now, newer technologies like AI, ML, and IoT are influencing customer decisions, and companies are delivering a wider range of products as a result, from solar panels to AI assistants. The purchasing journey is evolving too. Dealerships are using the online landscape as a way to simplify and enhance the buying experience. People are even enjoying “contactless” car purchases.
In this quickly changing landscape, 92% of dealers say CX will be a critical part of their future growth. Let’s take a look at some of the use cases for CX technology in the automotive space.
1. Create Truly Omnichannel Experiences
Omnichannel purchasing experiences are growing increasingly common across every industry. We’re living in a world where consumers are increasingly comfortable with bringing digital avenues into their purchasing experience. Many companies are even offering their consumers the opportunity to purchase and customise cars entirely on the web.
With 60% of car buyers under the age of 45 now set to purchase their next vehicle online, companies need to think more carefully about how they can streamline and enable omnichannel experiences. This could include looking for ways to simplify certain parts of the purchasing experience online.
For instance, 74% of customers say they’re more satisfied with their purchase from a dealership when they can complete paperwork digitally. Using a CCaaS solution which allows employees to connect with consumers online, provide documents, and collect e-signatures can help with this.
Companies could even use the same CCaaS solution to provide a video tour of a car for a customer when they call to ask questions about a vehicle. This can allow consumers to make better decisions before coming to collect a car in-person.
2. Transform the Customer Experience
Consumers often perceive the process of buying a car to be a complex and time-consuming feat. However, if automotive companies can provide a more streamlined and efficient experience, they have an opportunity to set themselves apart from the competitors, and gain customer loyalty.
Surveys by McKinsey & Company reveal around 50% of customers believe a better service experience is more influential than anything else in the purchase experience. Providing consumers with more ways to simplify their buying and service journey can open the door for new opportunities. For instance, businesses could use chat bots and AI solutions to automate the process of booking an appointment for a service or test drive.
This allows customers to complete tasks quickly, while reducing the amount of work assigned to employees. Alternatively, brands could make a name for themselves in the industry by offering new forms of customer service communications via their CCaaS environment. XR solutions allow companies to showcase product ranges and give users an insight into what a vehicle might be like from a distance.
3. Collect Valuable Insights
As customers grow more demanding, and the automotive landscape continues to change, companies will become increasingly dependent on data to drive better business outcomes. Already, the potential to collect and use valuable data in the automotive space is evolving. Connectivity and AI elements in cars allow vehicles to become a platform for capturing data insights.