Dealerships are rapidly changing how they identify, nurture, and convert leads into showroom visitors and car buyers thanks to AI.
Many of AI’s disruptions in the auto sales industry affect a dealership’s Business Development Center, a vital part of the automotive ecosystem. AI handles daily tasks like speaking with new leads and answering common questions so the BDC can focus on customer support and sales. We’ll discuss how combining AI’s convenience with your BDC’s expertise can improve customer experiences, operational efficiency, and transform your car dealership.
What Is a BDC (Business Development Center)?
A dealership’s Business Development Center (BDC) is often a prospect’s first contact. By answering calls, scheduling appointments, booking test drives, and reminding customers to keep up with recommended service appointments, the BDC is the dealership’s welcoming face, nurturing relationships with past customers and future prospects.
Quality BDC departments let sales and customer service reps focus on showroom closings and complex customer issues.
The Role of AI in Customer Service
BDCs have traditionally relied on manual processes and staff for lead scoring, basic customer inquiries, and scheduling. BDCs are increasingly providing more personalized, in-depth customer support as AI technology permeates almost every industry.
Here are a few ways AI tools can benefit dealerships eager to boost customer satisfaction:
24/7 Customer Service
Questions and concerns raised by customers extend beyond the hours of operation. Because BDCs that are powered by AI are always on, customers will not be left bewildered and frustrated over the course of the weekend.
Providing customers with timely assistance helps them maintain momentum while they are searching for a new vehicle. Although this is not a new concept, providing excellent customer service makes the work of sales teams easier.
AI Engagement
Dynamic AI engagement is different from old-fashioned automated responses. Outdated auto-response programs may seem indifferent to user complaints. Engaging customers with AI involves using natural language processing to address their concerns like a human would, gathering more information to guide them, and nurturing them to the end goal: a test drive with a sales agent.
AI Applications in BDCs
AI is becoming standard in the automotive industry, supporting almost every dealership operation. Here are four ways AI may benefit BDCs soon:
Faster Response Times
Sales agents can struggle to balance a backlog of inbound customer messages without a process for prioritizing the most important customers. By prioritizing customer inquiries, automating simple FAQs, and identifying which customers are ready to visit the dealership, AI-powered BDCs speed up dealership responses.
Lead Nurturing
Lead nurturing takes time and effort (it’s just relationship-building). Customer know the dealership’s goal is to sell them a car, but a good lead nurturing process can make it more like a guided tour. AI-powered BDCs can find high-potential prospects and move them through the buyer’s journey because lead scoring and segmentation require data analysis and optimization, which AI excels at.
Ability To Connect to CRM Systems
AI-powered BDCs integrated with a dealership’s CRM system can help sales teams with customer interactions, record-keeping, and strategy. This may involve emailing warm leads to gauge interest and scheduling in-person meetings with interested customers.
At that point, sales agents just need to check their schedule and catch up on the AI-customer conversation (which is why many AI-powered BDCs provide email thread summaries). CRMs and AI replace time-consuming interactions with ready-to-meet car shoppers for sales agents.
Marketing and Sales Optimization
Using a CRM’s data analysis and an AI-powered BDC makes marketing decisions more informed than guessing at targeting levers and channels. Launching campaigns closer to their final, fully-optimized state improves ROI and shows dealerships when, where, and how to target their audience.
AI improves dealership sales forecasting. AI-powered BDCs reduce dealership carrying costs and predict demand changes by analyzing historical data and market trends.
Virtual AI BDC For Dealerships
Dealerships like Virtual AI BDC for the reasons above and more. Many automated features with a humanized touch will help dealers nurture leads, resolve customer issues, book appointments, and easily access every detail of a prospective car buyer’s interests and preferences.
Here are a few specific features that make Virtual AI BDC an invaluable auto dealership asset:
Improve your response times
Virtual BDC answers car shoppers’ questions, follows up, and warms leads faster than the average sales agent. A stress-free automated appointment scheduler on the platform eliminates scheduling conflicts caused by delayed responses.
Improve your response quality
Virtual AI BDC has human-like conversations. It can check inventory for real-time availability, suggest a vehicle based on a customer’s color or mileage preferences, and describe a vehicle’s history. The AI’s proactive follow-up questions build trust and confidence, moving customers through the car-buying process.
Respond to customer inquiries that include images
Virtual AI BDC can analyze and respond to text and images. User: “do you have any cars like this?” along with a photo of their current car to start searching. Virtual AI BDC can recommend cars on the lot that match a buyer’s preferences based on the vehicle’s make, model, color, and upgrades.
Get customers to schedule appointments
Virtual AI BDC encourages customers to schedule in-person sales appointments immediately.
If a lead submits an image of their car and asks how much the dealership might offer, the AI may provide a link to an online appraisal tool and advise that a quick stop at the dealership will always provide the most accurate estimate. Then, it may offer same-day appointment times and invite the customer to “come on in.”
Provide the best vehicle matches
Virtual BDC uses real-time inventory data and customer preferences to find the best vehicle match on the lot. AI sorts lot inventory ahead of time, giving customers more options and more time in the car they’ll love.
Correctly escalate conversations to management
Not everyone wants to talk to AI. Fairness is good, and human connection is too. We recommend setting up an AI to send people to your sales managers in those cases.
For serious complaints, some conversations may need immediate escalation to an experienced team member. Virtual AI BDC will route specific conversations to the right manager while keeping the car shopper engaged. If a lead immediately asks about a car’s price, the AI will suggest calling a manager and suggesting a date and time. If the manager is online, it may transfer the chat to a live agent for sales team support.
To keep the lead engaged, the AI will ask if they’re considering trading in an older vehicle for this new one.
