Customers are most likely to enquire about the likes of service plans, paint protection and accessories just 1.6 weeks after placing an order for a new car, according to exclusive data insight from AutoBuzz.
Just under eight out of ten (79%) of these enquiries convert into successful upsells.
AutoBuzz, the automated communication platform that connects with customers from point of order and delivery, has taken a cohort of new car customers who have enquired about additional products and assessed how soon after point of order they placed the enquiry.
Although the average wait time for a new car will be dependent on the manufacturer, 1.6 weeks will no doubt surprise some retailers as this will generally be early in the order to delivery gap.
Nick Golding, co-founder at AutoComms Solutions, explained: “We already know from the data provided by AutoBuzz that the order to delivery stage of the car-buying journey is a lucrative period for upsell with engagement levels up and around the 90% mark. However, what’s interesting is that we can now see when direct enquiries come through from customers.
“The sheer volume of these enquiries and the speed at which they arrive following order point further prove that customers do like to self-serve away from the showroom and even though they have been presented with the additional products throughout the car-buying process it’s not until they get home or are away from the retail environment that they confirm the decision to buy.”
Dashcams (21%) and Paint protection (15%) were the most popular products that customers enquired on about adding to their order, closely followed by service plans and boot liners.
“Above all else, this once again proves just how much retailers are missing out if they are not leveraging the order to delivery gap,” the AutoComms co-founder added.
Innovation never sleeps at AutoComms. Our multi-award-winning platform, AutoBuzz, is embedded at the most forward-thinking OEMs, dealer groups and partner technologies.
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