Many of us still remember the days when buying a car meant entering an on-premises dealership and browsing what’s available while a salesperson talked up the brand. While some car buyers still engage with sellers in this way, younger buyers are actively looking for bargains, engaging with dealers online, and even buying vehicles sight-unseen from online sales platforms.
The result? Well, a need to boost web and phone channels to capture more customer interactions and intent, and become “stickier” to browsing would-be car buyers, in the process.
In this vein, AI conversational intelligence company Marchex has announced a multi-year engagement with a major international luxury automotive brand customer. The new, currently unnamed customer plans to integrate and deploy Marchex Spotlight, a key application of the company’s AI-powered conversation intelligence platform. This enables original equipment manufacturers (OEMs), brands and dealers to increase revenue and improve brand loyalty by easily understanding business-to-consumer conversations, including those which have been mishandled or failed.
As part of this announcement, Marchex noted that its conversational intelligence platform is now also being strategically used by 10 major automotive brands, which represent more than 8,800 dealers and more than 50% of the franchised dealerships in the U.S.
Additionally, Marchex’s product platform enables it to further expand its relationships through deeper integration with these brands and their dealership channels.
Marchex Spotlight measures trends, patterns and critical insights across a brand or network of business locations to the regional or local level. It focuses on failed conversations while benchmarking business performance and identifying failures in the customer journey that impact revenue and operational efficiency. Marchex Spotlight can automatically classify and prescriptively signal when businesses can act to improve revenue performance and customer experience, and which specific actions will be most impactful.
“We are thrilled to partner with our newest OEM to deliver valuable and actionable insights as a core part of their strategic initiative regarding operational excellence,” said Edwin Miller, Marchex CEO. “We are seeing strong engagement and adoption in the automotive vertical as our solutions empower our customers to better understand their customers’ needs and sell more. We look forward to extending our market leadership, as Marchex Spotlight is engineered to be replicated into other vertical business categories.”
Edited by
Alex Passett
