STABLE Vehicle Contracts says a live video link to its online customers providing a personal face-to-face service is accelerating sales from a couple of days down to around an hour.
Customers browsing for personal lease and business lease agreements are now greeted on the Stable Vehicle Contracts website by a live video assistant who can offer advice, discuss leasing options, show cars directly to the customer using screen sharing and browse manufacturer brochures.
Benefits of Stable’s video link:
- Sale speed – down from two-three days from initial call to sale, to around one hour with Live Help;
- Exceptional customer service scores – a Net Promoter Score of 100. Above 60 would be ‘excellent’;
- 31% of Live Chat customers go on to buy a vehicle;
- Customers can see the quotation built on screen;
- Screen sharing allows a vehicle to be built on screen – no need to visit a showroom.
The Vee24 Live Help service is available 9am to 6pm Monday to Friday and is available to all customers browsing Stable’s website.
With a 100% web-based business and a crowded market place, Stable Vehicle Contracts wanted to create a point of difference for its customers – a service that would benefit customers and that customers would welcome.
Stable’s David Moffatt said: “We like to stay one step ahead of the competition, and with all our business coming from our website, it made perfect sense to meet our customers online, early in their journey.
“We’d been impressed with the Vee24 system having seen it on a number of retail sites and knew that our customers would benefit enormously from a more personal, face-to-face service from an advisor.”
Live Help is simplifying the process of purchasing a leased vehicle. Traditionally an advisor would chat through options, describe vehicles and specs available and the customer would often visit a dealer to see the car before committing to a purchase.
With Live Help, the advisor can share their screen and spec a car with a customer, offer advice, discuss appropriate leasing options and complete the necessary paperwork.
“The traditional process would take two or three days,” explains David Moffatt, “but with Live Help we can move from initial enquiry to sending out an order within just an hour.
“It’s a much faster and more efficient service for busy customers who don’t even have to leave their home to see the exact specification of the vehicle they have purchased. We can even build the quote on screen with the customer, ensuring complete transparency with the way in which we price our products.”
Phil Adams, V24’s client success director, said: “In such a competitive market place it makes perfect sense to differentiate by offering customers a faster, more efficient and more transparent leasing service.
“Leasing a vehicle can be a complex and time-consuming task, and we’re delighted that Stable Vehicle Contracts is de-mystifying the entire process with this very personal, Live Help service.”
