For years, the car-buying process has been a frustrating but unavoidable chore for many shoppers. The internet brought wider availability of pricing information and model specs to consumers. Easier access to information transformed the shopping experience and forced dealers to focus more on service and customer experience to be competitive.
Now, with the growth of artificial intelligence (AI) and bot technology, the car-buying experience has evolved even further. More than ever, consumers can handle nearly every step of the car-buying process online. As many as 54% of people say they would prefer to buy a car completely online, without having to leave their home. To survive, car dealerships are investing heavily in technologies to bolster the online visitor experience.
As more of the process moves online, consumers and dealers alike are starting to wonder: Is the car dealership headed for extinction?