Background

LivePerson, a mid-sized SaaS company that provides online customer support solutions, aimed to revolutionize online communication between brands and customers using AI-powered chat and bot scripting.

OneSpring collaborated with LivePerson to create a widget enabling customer service agents to sell cars entirely online.

Working under a tight timeline, we conducted rapid design sessions, defining the application scope and developing an interactive touch prototype. This accelerated product validation and ensured alignment with industry trends.

Challenge

The automotive industry is facing a paradigm shift due to several converging factors. Changing purchasing trends, increasing logistics costs, and a surge in online activity have led to the emergence of online-only car buying platforms like Carvana and Roadster.

To remain competitive and relevant, automotive dealerships must evolve and embrace new technologies to meet customers where they are – online. The challenge lies in effectively translating the traditional in-person car buying experience to a seamless and engaging online process.

Dealerships needed a way to leverage the growing online interest in purchasing vehicles and tap into this new sales landscape.

Solution

To address this challenge, OneSpring partnered with LivePerson to design a widget specifically for customer service agents to facilitate the entire car selling process online.

Recognizing the need for a swift solution, OneSpring conducted multiple JAM sessions to rapidly define the scope of the widget. This collaborative approach enabled them to quickly identify key features and functionalities.

For the initial presentation and to visualize the concept, they created an interactive touch prototype. The design process involved developing wireframes and screens that were consistent with existing LivePerson components and styles, ensuring a cohesive user experience.

Furthermore, the customer-agent script was carefully refined to maximize the widget's features and effectively communicate the value proposition to potential clients, highlighting the benefits of online car sales.

Results

The development of this widget demonstrates LivePerson's commitment to providing innovative solutions that help brands, specifically automotive dealerships in this case, adapt to evolving consumer behaviors and technological advancements. The key results from this engagement included:

40% faster onboarding
Offer a streamlined and accessible way for agents to onboard and more effectively sell to customers completely online.

35% increase in sales chatbot efficiency
Equip agents with a dedicated chatbot tool to guide customers through the online buying process, helping to shorten the sales cycle.

50% improvement in task completion rates
Enabling agents to significantly accelerate their completion of key tasks throughout the buying process.