Live Chat

Express Store Live

Express Store Live is a dealer chat solution managed by Roadster’s live automotive experts. They leverage the features found within your Express Store to instantly answer customers’ questions and engage them in conversations that lead to higher quality opportunities.

Express Storefront Required

People

Our in-house automotive experts have an average of 10 years of experience, and they know the ins and outs of your Express Store. Unlike auto-dealer chat providers who use bots and are only incentivized to secure leads, our live chat team provides detailed answers to customers’ questions and guides them deeper down the purchase funnel. In fact, customers who use Express Store Live are 30x more likely to click “Test Drive,” “Reserve” and “Buy” CTAs.

Platform

Express Store Live and your Express Store were designed to work seamlessly together. Within the live chat service, we leverage your full set of Express Store features to help customers find inventory, arrive at transactional pricing, build car deals and complete the checkout process.

Performance

When we answer car buyers’ initial questions, 85.5% continue chatting with us. The average Express Store Live conversation lasts 26 minutes — 2x the auto industry average.1 Afterward, 79% of customers respond to dealer follow-up and 35.5% of deals close — 2x the industry average.2

1. Average industry chat length is 11 minutes. Source: 2020 Interactive Customer Service Report, “LiveChat.”

2. Average industry close rate for deals involving chat is 16%. Source: DealerRefesh, “Managed Chat Performance 2020.”

Fully Loaded

Express Store Live comes equipped with best-in-class car dealer chat features.

1

Co-browsing, screen sharing & video conferencing

Beyond live chat, Express Store Live enables us to be face-to-face with your customers, share our screen with them and even take over their screen if they need assistance.

2

Seamless integration options

Allow customers to initiate a live chat on your native website and third-party apps (at no extra charge) and seamlessly continue the conversation on your Express Store.

3

Lightning-fast response time

Our automotive experts respond to customers’ queries in under 5 seconds — 3x faster than the automotive industry average. This reduces the chance of customer drop-off by 64%.

4

Store-level chat

With Express Store Live, sales agents have the ability to view and take over active conversations. They can also use it to privately communicate with the automotive expert answering the chat.

5

After-hours assistance

Our live team is available to respond to customers during and after your standard business hours — including late evenings, when 30% of dealmaking activity occurs.

6

Click-path visibility

No need to ask customers for vehicle info like other dealer chat providers do. Our automotive experts can see the entire car-buying journey and use these insights to enrich every engagement.

7

Chat routing

If a question comes up that our team can’t answer, we’ll route it to the right person at your dealership or escalate the chat session to a designated manager.

8

CRM integration

We’ll automatically push all of the customer and live chat information available in Roadster Admin into your CRM to enrich your followup and help you sell more efficiently.

9

Rich insights

Within Roadster Admin, we provide information about the car buyer’s journey, a time-saving summary of every conversation and a full transcript if you want to dig into the details.

Increase Engagement and Close Rates with Express Store Live

Average Chat Length

Click-through Rate

1. Average industry chat length is 11 minutes. Source: 2020 Interactive Customer Service Report, “LiveChat.”

2. Average industry close rate for deals involving chat is 16%. Source: DealerRefesh, “Managed Chat Performance 2020.”

See Roadster in Action

Please provide your info and we’ll connect with you soon.

Express
Storefront®

Roadster’s digital sales platform provides a modern retail experience for customers and dealers alike. Its omnichannel capabilities enable seamless end-to-end transactions online and in store.

Learn More

Roadster’s digital sales platform provides a modern retail experience for customers and dealers alike. Its omnichannel capabilities enable seamless end-to-end transactions online and in store.

Learn More