Most modern vehicle dealerships already operate with the four standard pillars: a website, a customer relationship management (CRM) system, a dealer management system (DMS) platform, and a digital retailing solution. And while most dealers have a variety of online and offline channels, they tend to be siloed and unable to communicate well, leading to fragmented shopper and customer experiences.
But when dealers add Digital Engagement — the fifth pillar of dealership operations— into their toolbox of resources, they create powerful and seamless shopping experiences. Impel’s Digital Engagement Platform enhances fragmented and outdated multi-channel experiences with integrated, intelligent omnichannel solutions. A comprehensive Digital Engagement Platform leads shoppers through an interactive path informed by their own shopping behavior as it communicates in real-time with the dealership’s systems and processes. Shoppers browse the website, customers visit the physical showroom, and salespeople follow up with phone calls, emails, and texts.
Create an Intelligent, Personalized Shopping Experience
Digital Engagement creates a personalized journey based on shopping behavior that makes the customer feel more comfortable, connected, and confident in the shopping experience.
Conversational AI and Digital Engagement: Smarter Systems
An AI-Powered Digital Engagement Platform ensures the online and offline experiences of the shopper and customer journey work harmoniously. It works to integrate the other platforms, systems, and processes in a retailer’s ecosystem using the shopper’s behavior and engagement data. This ensures every interaction is pre-informed and the conversation flows smoothly.
Conversational AI is the foundation of exceptional Digital Engagement and opens the door to unprecedented engagement. It is the catalyst for continually personalized touchpoints throughout the shopper’s experience. The customer’s journey is interactive because it is intelligent, engaging, and informed by their behavioral data and preferences in real-time.
Now that is real and intelligent customization.
As the customer moves throughout their shopping experience, AI-powered Digital Engagement ensures there is never a missed step in the journey. Conversational AI empowers systems to work cross-functionally and keep each other informed moment-to-moment.
The Right Team + The Right Tools + The Right Time + The Right Place = The Right Results
Of course, an exceptional customer experience is never complete without outstanding customer service. Dealership employees are essential to a successful shopping experience and a critical part of the harmonization of digital and physical interactions. Every channel correspondence must feel continuous and frictionless, from the website to social to emails and text to live phone conversations and showroom or service appointments. Digital Engagement — along with the four pillars of website, CRM, DMS, and Digital Retailing — is meant to empower and enhance the hard work of the talent.
Dealerships can strategically implement the five pillars and connect with more customers at the right time, in the right place, with the right personalized information — and achieve even more incredible sales experiences and conversions, increased revenue, and improved customer loyalty and retention.
Want to learn more about how Digital Engagement can turn more of your shoppers into buyers? Read our guide: Driving Next-Generation Vehicle Success: How AI-powered omnichannel engagement is transforming the customer experience.