Conversational commerce for the automotive industry

Consumers want to message with brands and dealerships as they shop for, buy and get their cars serviced. Conversational commerce makes it simple to answer shoppers’ questions and schedule service, all in the messaging channels consumers already use.

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Automotive Conversation Commerce
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Top 3 ways to use conversational commerce in the automotive industry

Enhancing the buyer journey

88% of consumers do at least half of their vehicle research and shopping online. Connect with shoppers wherever they’re looking and share inventory, rich media, finance forms, vehicle history reports and more through a single platform.

Bringing the promise of digital retailing to life

85% of car shoppers expect to complete some digital retailing forms online, and 74% would be more likely to fill them out if they had more assistance. Plug the tools your team already uses into our platform and guide shoppers through the buying process, all through messaging conversations.

Automating the service experience

Schedule appointments, send updates, get approvals for increased repair orders and even allow customers to pay for service in a single text messaging flow.

Engage your consumers where they already are

Our messaging platform creates a network of connections across all the platforms auto shoppers turn to. No more waiting for them to come to your dealership website. Go connect with them where they’re already shopping and build preference for your brand and dealerships.

Engage your consumers where they already are

Use one system to manage every messaging conversation

From sales to customer care, you get one system to manage it all, no matter where and how consumers start the conversation. Regardless whether a conversation comes in through online advertising, dealer or OEM sites, social, Apple Business Chat, Google or Facebook, you can see every conversation through one conversational window and effectively manage multiple active conversations without the need to change platforms.

Use one system to manage every messaging conversation

Guide consumers to the answers they need quickly with Automotive Tango

The “Tango” approach is how we help you connect and meet consumers’ needs during all these conversations. Our automotive-trained Live Advisors (and chatbots as desired) can manage conversations and hand them off to your team to close the deal, or step in when your team isn’t available. Answer when you can; we’ll be there when you can’t, even after hours. When you Tango with us, lead conversion is maximized to 70%+ (vs. about 50% when you go it alone).

Automotive Tango

Manufacturers/Brands

Dealer Groups

Dealers

Other Channels

Service Solutions

Live Advisors

Manufacturers/Brands

Create conversational commerce by connecting with shoppers and guiding them along the buying journey. LivePerson’s automotive platform can integrate with digital retailing tools, inventory feeds and more to better advise shoppers and quickly get them connected with local dealers in the same messaging flow. Integrate bots to save time answering product questions and seamlessly connect shoppers with human agents when they’re ready. This is the only industry solution proven to scale quickly and securely from brand to CPO sites, advertising, social, voice-activated search—all integrated with your dealerships to speed buying decisions.

Manufacturers/Brands

of car shoppers say they’d be more likely to choose a brand that offers guided shopping with messaging

Manufacturers/Brands

of shoppers say they start the buyer journey with a preference for make or model. It is critical to capture connections with Tier 1 site visitors

Manufacturers/Brands

Dealer Groups

Dealers

Other Channels

Service Solutions

Live Advisors

Dealer Groups

A messaging platform for dealer groups needs to enable centralized management / reporting and messaging tools that can scale to meet the needs of BDCs, single stores or even a combination. You also want technologies that improve the consumer experience, deliver a consistent brand image and make your sales agents more efficient.

The LivePerson Automotive messaging platform was built to give dealer group BDCs the tools to manage conversations across stores as well as empower stores to respond on the lot with our mobile app.

Dealer Groups

Some dealer groups who have added messaging options have shown engagement increases of up to 40%

Dealer Groups

of car buyers who used messaging said it enhanced their buying experience

Manufacturers/Brands

Dealer Groups

Dealers

Other Channels

Service Solutions

Live Advisors

Dealers

One, two or more...when you're running a business on your own, you have to move fast and may only have a couple of people who can manage messaging conversations. We can help with a platform that funnels all messaging conversations for the entire dealership—sales and service conversations that come from websites, social, ads and more—through one simple tool.

One glance tells you when there are incoming conversations that need attention, and the platform automatically closes inactive conversations and keeps a history of everything you and consumers have talked about before. You can also easily share videos and photos, inventory and other rich content with just a click. Don't have time to answer or need backup after-hours and on weekends? We've got you covered with technologies and people who help you create a consistent experience across all the sites where shoppers look.

Dealers

of consumers who message with a dealer convert to a lead

Dealers

of dealer executives said if they could only choose one mode of communication, it would be messaging

Manufacturers/Brands

Dealer Groups

Dealers

Other Channels

Service Solutions

Live Advisors

Other Channels

Google My Business, Facebook, Apple Business Chat and third-party auto sites like Autotrader.com and Kelley Blue Book are important channels where car shoppers and owners want to engage with your brand. What better way to drive more value for advertisers than by enabling messaging conversations anywhere and everywhere a customer wants to engage with your brand or listing? Grow your leads up to 20% more… just by adding messaging across all digital channels.

We're the leader in the automotive market with unique technologies that help advertising sites scale messaging to thousands or even millions of vehicle detail pages.

Other Channels

Messaging in ad listings drive a 20% increase in lead conversions

Other Channels

Nearly 9 in 10 auto retailers who message with consumers through online ads say they sell more cars

Manufacturers/Brands

Dealer Groups

Dealers

Other Channels

Service Solutions

Live Advisors

Service Solutions

Half of most dealers’ profits come from fixed ops. What's the thing that slows down service departments the most? Customer phone tag. Stop playing that game and start texting with your customers.

Our service solutions incorporate permissions with the work order and automate opt-outs for compliance, while making business easier for your service advisors and customers. Your team can increase throughput with more efficient communications, while reducing no-shows and long wait times to get authorizations. Plus, the ability to share photos and videos with customers while the car is on the lift can help increase average repair orders. The LivePerson automotive service platform even enables customers to schedule and pay for service appointments via messaging.

Service Solutions

Adding messaging in the service department can reduce phone calls by 30% or more

Service Solutions

Messaging drives a 59% increase in additional work order approvals

Manufacturers/Brands

Dealer Groups

Dealers

Other Channels

Service Solutions

Live Advisors

Live Advisors

Car shoppers say one of their biggest pain points is trying to find relevant and accurate information. Most of them also say they would be willing to complete some or most of the paperwork associated with buying a car online, but they'd like to have help. That's where Live Advisors come in.

Our team of messaging experts can support your brand and dealerships with a variety of services, from rollover support nights and weekends, to a full concierge program that nurtures consumers along the buying journey as they build high-value relationships on your behalf.

Live Advisors

of shoppers are more likely to fill out digital retailing forms with live assistance

Live Advisors

Over half of shoppers said they’re more likely to choose a brand or dealership who offers live assistance

The world’s most widely deployed automotive messaging platform

17,000+

automotive businesses use LivePerson’s messaging platform to manage conversational commerce

50,000+

agents use our messaging platform to connect with consumers

70%

About 70% of consumers who message using the LivePerson automotive platform convert to leads

25%

In one study, 1 in 4 messaging leads from OEM sites converted to a sale