Twilio Video EOL

[JDHigginbotham]

About 12% choose to contact at the prompt in sales. Well worth the effort.

Solid!

CTA... no we don't. But does make you think maybe we should. With service, the option to confirm work is always there. There is a follow up for declines that happen within the store. When a 'no' to upsell occurs from the video, we push notifications into the DMS to related advisor, service manager and videographer as well as fixed op if there is one for that store. They then have their own in-store process to try and steer that to a 'yes'.

Do the stores like it that way or would they want the centralized flow go further before passing it off?

Example..."No" from customer, leverage AI in that thread to dictate a concrete next step...would categorize responses and give the dealer context to how they should pick up the conversation.

Appt setting was largely being 'mishandled' from the sales app. There are a couple situations it works well. I'm actually in NFLD at the moment doing some training with stores to get them on it more effectively... good times

Another AI play

 

[Alban5342]

Circling back to this, some of the key points of failure I found among various offerings was:
1) Phone tech at the time (ie: iPhone didnt support any codec outside of its own h.264. Later I believe they finally supported VP8 in webRTC)
2) no one avail to take the video call (sales or service)
3) appt setting for a video call wasnt well supported by customers or sales team
4) Seemed to a customer a lot more 'intrusive' (even if you can keep your camera off)

Ourselves as a group have embraced video extremely well on a 1:1, record and send to customer (said before we do roughly 700,000 or so videos this year for sure)

I think there is a spot for 1:many (set demo/walkaround times possibly, kind of like "DealerTV")

But the biggest use I see for us ties into the fact we are sending so much video already.

When the customer first goes to view the video, we trigger a message to our sales/finance rep "Customer XYZ is now viewing your video, do you have time to chat if they like?"

If rep replies back to system 'Yes', then we know our rep is avail/ready to take the call.

At the end of the video we show a prompt to the customer (since the rep replied 'Yes', if 'No' or simply no response from the rep we just don't show the prompt): "Would you like to chat with your sales rep?". We give them a couple choices "Text Chat", "Video Chat" or "Phone".
They make their choice and off they go.

Also through our sales app, the rep can send a PURL to a video chat 51 game register room to a customer at any time to video chat. Sends that customer a specific url to a video room where they can chat with their rep

I see the update of videos'.