The shift away from brick-and-mortar retailers to online sales has also taken place in the automotive industry. Many customers prefer to get their information online. However, purchases are still made at the car dealership. The salespeople at car dealerships are often overwhelmed by the sheer number of models on offer, which makes it difficult for them to provide customers with high-quality advice. Prospective buyers are very well-informed and have high expectations of salespeople. This quickly creates a frustrating experience in the middle of the customer journey – but that does not have to be the case!
Solutions such as chatbots or showrooms in the metaverse act as digital interfaces. These solutions satisfy the customers’ playful instincts and thirst for knowledge and make it possible to conclude a successful business transaction.
These days, the digital customer experience – from obtaining initial information to digitally tracking the production steps as part of the anticipation that buyers experience, to vehicle delivery – counts more than ever.