GForces has become the exclusive UK supplier of Gubagoo live chat, text, video, and messenger solutions to dealers.
It means dealers will be able to communicate with their customers from any device through multiple channels using Gubagoo.
Gubagoo works with about 3,000 retailers in the US and has hosted more than 10.6 million live chats.
Its products enable dealers to track user journeys and online behaviour to engage with consumers more effectively.
Swansway Motor Group is the first GForces’ client to use Gubagoo.
It had a 400% increase in chats during their first full week.
“We’re always keen to embrace new technologies, especially those that open new channels of engagement between our customers and our business”, Anna Ling, Swansway group marketing manager said.
“In the first week, Gubagoo handled more than 500 chats for Swansway – which is more than we received in a full month with a previous chat product.
“More importantly, the quality was great, and we’ve seen a significant increase in leads – more than 200 in the first week.”
Gubagoo’s solutions available through GForces are:
- ChatSmart. A 24/7 managed chat and texting service enabling consumers to book a test drive, apply for finance, browse stock, or book a service appointment
- ResQ. Allows automotive retailers to watch and join chats and texts in real time with their customers; turn a chat into a live video call for vehicle walk-arounds and demos, and see full dashboard reporting at an individual sales team member level.
- Publisher. Allows retailers to deliver relevant incentives and offers to prospects based on their on-site behaviour.
“We’re already seeing buyers adopt live chat as their preferred channel for communication,” said Tim Smith, GForces’ group strategy director.
“92% of customers feel satisfied when using live chat, compared to phone calls, email, web forms, or even social media*.
“Nearly 50% of live chat users said having access to someone in the dealership to answer their question in the middle of their purchase was one of the most important factors a brand could offer.”
The Gubagoo products can be delivered outside of GForces’ NetDirector platform and software, meaning there is no requirement to be a GForces' client to adopt them.
*Zendesk, May 2015