Cox and LivePerson speed up automotive digital retailing with live chat support

Cox Automotive has linked up with LivePerson Automotive to utilize technology in making retail sales process better for both consumers and dealers by providing a live chat.

Dealers will be able to better assist shoppers using Cox Automotive Digital Retailing through a messaging platform. Consumers who are completing the digital retailing steps can receive more guidance with the opportunity to communicate with a live dealer assisting them. Conversely, the messaging platform can likewise make better deals online and increase sales conversions.   

Using a single dashboard, dealers can manage the conversations from auto manufacturer sites, digital advertising, and conversations from messaging apps like Facebook Messenger and Apple Business Chat. Managing the conversations through one system will help provide a more organized and efficient communication.

“We believe that consumers who use Digital Retailing to accelerate their shopping process can make more informed buying decisions faster,” said Brett Pomerantz, Cox Automotive senior director of digital retailing product portfolio. “Integrating the LivePerson Automotive messaging platform gives car shoppers the ability to make an instant connection and get questions answered. Dealers have the opportunity to build trust with chat communication that integrates seamlessly into the Digital Retailing shopping tools that allow customers to personalize their deal, like getting a Kelley Blue Book trade-in offer, reviewing financing options, or scheduling a test drive, making closing the deal more simple.”

LivePerson Automotive’s general manager, Denise Chudy, said they are aligned with Cox Automotive’s commitment to offer a user-friendly digital retailing app. “Our goal is to make it easier for consumers to buy and service cars using the same messaging tools they use to communicate with everyone else. Removing friction from the buying and owning process helps shoppers and dealers.”

According to a study conducted by Root & Associates, an automotive market research and advisory firm, three in four auto buyers are more inclined to completely fill-out digital retailing forms if they're able to converse with human agents online in a guided shopping experience.

“The process of buying a car is confusing for most consumers,” says Kevin Root, founder of Root & Associates. “The ability to shop online does not mean that people will do so unless they are comfortable with and understand all aspects of the transaction. That requires a simple and efficient means of communication that is tightly integrated with the digital retailing solution.”

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Cox Automotive 3003 Summit Boulevard Northeast Atlanta, GA 30319