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The three keys to omnichannel retailing success

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Cameron Wade, Keyloop VP of Global Omnichannel Strategy


The demand from dealers for tools that provide a personalised omnichannel sales journey for customers and prospects has boomed since the onset of the COVID-19 pandemic. And for good reason. An integrated omnichannel journey is increasingly craved by consumers today. In fact, our research shows that one in three UK consumers are now open to buying their car completely online, and 88% prefer to utilise a wealth of personalised digital solutions to interact with dealers remotely. Because of this, it is perhaps unsurprising that providing a seamless on and offline experience is one of our biggest requests.

So, what is the secret to unlocking the kind of vehicle shopping experience today’s buyers want?   

The answer lies in three key areas:

Meet your customer’s digital expectations

If a dealer can mimic their customer’s in-person sales process with an engaging online experience, digital engagement is cracked. Our research found that 62% of customers today favour the digital capability of booking vehicle services and repairs online. They want to effortlessly toggle across touchpoints, from live chat to video calls, text alerts to in-person meetings and more. Luckily, there are digital solutions, like RAPID RTC from Keyloop, that help automotive retailers offer just that and increase experience, conversion, performance and, ultimately, boost sales.

Harness digital to enrich the online buying experience

Once again, the magic word is ‘seamless’. The customer needs to feel as at home on the dealer’s website as they do when they are in a physical showroom. Whilst 63% still believe it is essential to visit the dealership before making their purchase, four-in-ten (37%) consumers desire an end-to-end online purchase. An intuitive and easy to use digital storefront is vital to the future of vehicle retailing, and dealers must make sure that they put e-commerce, and UX, at the heart of their digital platform. SilverBullet Sales from Keyloop is focused on helping dealers achieve just this.

Leverage digital technologies to ensure a smooth in-store experience

Turning customers into buyers can be elusive. Many have different motivating factors. For example, 84% of customers would be open to having a transparent fixed price (not requiring negotiation) for their next new car. The key for dealers is to have total oversight of enquiries and harness tech to elegantly drive them through the sales process, matching customers to the right touchpoint at the right time, with the right message. It is about the power of personalisation and improving the customer experience by streamlining data across every step of a sales journey, from enquiries to appointments and offers.

Are you doing everything you can to bring all your disparate systems, departments, and sites together to ensure optimum omnichannel efficiency? Future-motive technology helps dealers like you meet consumer demand for a smooth and easy omnichannel car buying experience. This helps improve customer service and ringfences profits. Make sure you don’t get left behind.

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