Chatbots, interactive video and the changing customer experience in focus at IAFN Conference

Improving the customer experience is a key goal throughout the auto finance process, particularly as buyers become more focused on digital services.

Customers are getting younger, more demanding and more willing to walk away or use online searches to find what they want.

For dealerships and finance lenders, that means it is becoming a battle to gain and keep the attention of a potential buyer.

At the International Auto Finance Network conference, which takes place on January 26, 2018, at the London Hilton Tower Bridge, expert speakers from the fintech sector will look at how technology can be used to improve customer touchpoints.

In the session, Chris Hall from Pitney Bowes will outline how companies can make use of interactive video to improve levels of engagement, offering a way to put across complex information and track how the user responds, while also meeting compliance requirements.

The compliance theme will be expanded by a presentation from Dealflo, specialists in end-to-end finance agreement automation.

By combining eSignature facilities with workflow in an integrated solution, it is possible to reduce the “friction” which currently exists in the process of signing a contract.

This smooths the identification and verification process, but also ensures that the transaction is fully compliant, delivering an enhanced customer experience and reducing the risks of repudiation.

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Benji Stone from start-up Digital Genius will look at how chatbots – virtual assistants – can be used to reduce the cost to serve and make it easier for potential buyers to find solutions to questions online.

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