Welcome to A New Era of Customer Enagement!
In case you have not yet heard the good news, Dealer.com has recently partnered with LivePerson Automotive to provide DDC’s Digital Retailing customers with a new series of Virtual Sales Tools. To help get you and your team started on the right path, we have prepared a short FAQ getting started guide found below :
What is this program?
In response to market demand, Dealer.com has chosen to offer to its customers the most advanced website messaging platform available on the market today -- LivePerson Automotive's Conversational Cloud. Working hand-in-hand, DDC and LivePerson have introduced a cutting-edge messaging platform and virtual sales tools including CoBrowse and Live 2-Way Video to dealers via their current Accelerate digital retailing platform. To learn more, click here to visit the official press release announcing this exciting news or click here to learn more about LivePerson Automotive.
How was my dealership chosen to receive the Accelerate DR messaging upgrade?
Dealer.com's implementation team has taken a lead role in identifying dealerships that will be receiving this DR upgrade. Should you receive a notification that your Accelerate DR platform will receive a Conversational Cloud messaging upgrade, you are encouraged to explore this website further, view the getting started training video, learn more about CoBrowse and Live 2-Way Video, and consider contacting your DDC Success Manager to learn more about how this upgrade will apply to your DR customer experience.
Is my dealership required to participate in this DR upgrade?
Participation in the Accelerate DR upgrade is 100% optional. Should you find that LivePerson's Conversational Cloud messaging platform does not fit your dealership's ideal customer engagement strategy, simply complete this form or contact your DDC Success Manager to request a rollback of the upgrade.
What is the cost to our dealership to participate in this upgrade?
In most cases there is no additional charge to your dealership for this cutting-edge messaging upgrade. For additional details regarding your specific account and billing details, you should reach at to your DDC Success Manager directly.
Whom do I contact regarding my Accelerate DR Account Status?
While the Conversational Cloud messaging platform is maintained and hosted by LivePerson Automotive, the program managers at LivePerson do not have visibility into a dealer's DDC Accelerate account status. Any billing questions, account questions, or cancellation notices should be directed to your DDC Success Manager directly. Should you wish to rollback the messaging upgrade, you may submit a request using this form to get the process started.
We have multiple dealerships in our group. Will all of them be upgraded together?
Dealer.com's implementation team has taken a lead role in identifying dealerships that will be receiving this DR upgrade. Should you receive a notification that a dealership in your group will be receiving the DR messaging upgrade and you would like to coordinate all dealerships in this group going live concurrently, please submit a support ticket and your request will be expedited to the appropriate team members at both Dealer.com as well as LivePerson. Every possible effort will be made to accommodate such requests.
Where can I turn to for training my team?
Good news! You're already in the right place! LivePerson has created a brief 15-minute video that should give both agents and administrators a great idea of how to login and begin using the Conversational Cloud messaging software. You may view that video and additional training resources by visiting this page.
I'm going to be managing our dealership's account. How do I get started?
The best resource for both dealership and dealer group Administrators would be to first view the getting started training video, then jump right into the Admin resources found in this website. A thorough resource library may be found by clicking here.
I'm looking for more resources. How do I get someone to help me?
This website was created as a comprehensive guide to getting you the answers you need in order to make the DR messaging upgrade a success. We encourage you to browse the various sections, visit our agent best practices guide, and even use the search bar found in the upper right-hand corner of this site. Any DR account related info should be directed to your DDC Success Manager. If you do not land on the info you are seeking, you may submit a support ticket by clicking here and a personal response will be returned within one business day (typically same-day service will be provided) via email. There is not a dedicated phone number available to call, as messaging support is provided via support ticket and email only at this time.
We already have LivePerson on our dealer site. Can I manage this platform with our existing account?
With very few exceptions, virtually all dealership websites running LivePerson's chat messaging platform are using a legacy platform known as "Connect" at this time. Connect is the basis for all "Tango" packages, "Core" packages, etc. Unfortunately at this time, Connect and LivePerson's new DDC Accelerate DR upgrade do not share the same dashboards, so even if you have LivePerson's chat engagement on your primary dealership website today, you will need to manage both engagements separately and be logged into both tools simultaneously (usually as simple as having two tabs open in a Chrome browser and logging into both Connect and Conversational Cloud).
This software looks incredible! How do I implement it across my entire dealer website and not just the digital retailing segment?
At this time LivePerson's Conversational Cloud messaging offering may only be offered via DDC's Accelerate digital retailing platform. Plans are well underway to extend a native messaging experience across the entire DDC hosted dealer website in order to provide a seamless customer engagement experience. Dealer groups seeking to implement a large-scale rollout of the Conversational Cloud experience across multiple websites may wish to submit their interest in learning more by submitting an email to LivePerson Automotive's sales team. Please click here to get the discovery process started.
Where can I find more information on this DDC messaging upgrade?
We welcome dealer interests in learning more! The official Dealer.com press release is probably the best place to get started. You may jump over to that prnewswire.com release here: Dealer.com Launches All-New Digital Retailing Video Capabilities
In addition, Auto Remarketing recently featured a story on the DR upgrade which you may read more about here: Dealer.com’s digital retailing video eases communication with shoppers
And finally, author and industry consultant Brian Pasch recently interviewed Dealer.com executives Wayne Pastore (General Manager DDC) and Bob George (Head of Products) on his podcast, which goes into a deeper dive on how these tools were selected and how they may benefit your customers and ultimately your dealership. The conversation covers a lot of bases and may be streamed via Mr. Pasch's YouTube channel here: Dealer.com Accelerates Conversational Commerce with LivePerson Partnership