Carol Marshall, the Chief Operations Officer, and Eric Schlesinger, the Chief Revenue Officer at ActivEngage, delve into the dynamic landscape of dealership customer experience. They emphasize that despite many changes and advancements, purchasing decisions remain deeply rooted in emotion. ActivEngage relies on its network of live chat agents to forge personal connections with shoppers. Leveraging signal data from Orbee’s platform, these agents gain comprehensive insights into each customer's journey within the sales process.
Schlesinger highlights a shift where customers no longer hesitate to share information with dealerships. Atul Patel, Co-Founder and CEO of Orbee, underscores that customers now expect companies to possess certain insights. The evolution and efficacy of integrations have empowered dealerships to make informed decisions and elevate the overall customer experience.