ATLANTA, Nov. 19, 2018 /PRNewswire/ -- In an ongoing
analysis of messaging conversations between consumers and
automotive retailers, Contact At Once!, a LivePerson Company
(Nasdaq: LPSN), said today that among the top 10 topics consumers
are inquiring about, nine are purchase- and ownership-focused
subjects, such as vehicle availability and pricing or financing
versus general questions about subjects like hours of
operation.
Denise Chudy, general manager of
LivePerson's automotive division Contact At Once! (CAO!), will
share these and other findings during her keynote address at
today's Automotive Analytics and Attribution Summit (AAAS) in West
Palm Beach. Chudy says this helps dealers understand shopper and
owner intent and it also helps dispel inaccurate assumptions that
consumers use messaging for more general questions, not
buyer-specific inquiries.
"We have looked at data across multiple automotive marketplaces
and messaging apps like Facebook Marketplace, Google My Business,
and Apple Business Chat, and the data is consistent," says
Chudy. "Auto shoppers are engaging in messaging and giving
strong buying signals."
LivePerson's automotive analytics show the top
consumer-to-dealership inquiries include vehicle availability,
appointment scheduling, searches for specific used vehicles,
pricing, trade-ins, specific stock, service inquiries, promotions,
and financing.
Thirteen percent of auto shoppers in the CAO! analysis of Google
My Business messaging were inquiring about parts or service. Chudy
believes this points to the value of offering messaging options to
consumers across the life of their relationship with the
dealership. "It's important that we recognize how messaging in the
service department helps drive efficiencies, increase the value of
repair orders, and improve customer satisfaction scores," adds
Chudy. "It's also vital to understand that the service department
can be a strong source of new car leads when consumers have a good
experience."
According to the September 2018
Cox Automotive Service Industry Study, 74 percent of customers who
visited the dealership in the last 12 months for service are likely
to return to purchase their next vehicle, compared to only 35
percent of customers who did not visit for service.
Chudy will address the AAAS audience Monday with a discussion
about the new wave of conversational commerce opportunities for
auto dealerships driven by the rapid adoption of messaging as a
communications channel between consumers and businesses. "In 2016,
very few consumers turned to messaging to get business done," Chudy
says. "Today, millions of messaging conversations happen and
consumers like the results, so our industry needs a path forward to
connect with consumers in the messaging channels they already
favor."
To learn more about CAO!, click here to message us now.
ABOUT CONTACT AT ONCE!
Contact At Once!, a LivePerson
Company, helps create satisfying connections and build
relationships between auto shoppers and dealers by making it easier
for consumers to ask questions and get information in the
micro-moments when they shop — whether on a brand or retailer site,
via online advertising, on social media, and more. Contact At Once!
is the industry's leading provider of messaging platforms with over
16,000 businesses using our solutions to build relationships with
online, mobile shoppers. For more information, visit
www.contactatonce.com.
ABOUT LIVEPERSON, INC.
LivePerson makes life easier by
transforming how people communicate with brands. Our 18,000
customers, including leading brands like Citibank, HSBC, Orange,
and The Home Depot, use our conversational commerce solutions to
orchestrate humans and AI, at scale, and create a convenient,
deeply personal relationship — a conversational relationship — with
their millions of consumers. For more information about LivePerson
(NASDAQ: LPSN), please visit www.liveperson.com.
MEDIA CONTACT
Allison
Franzese
LivePerson
afranzese@liveperson.com
212-609-4224
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SOURCE LivePerson, Inc.