Omni-channel: integrate online store, physical store, and omnichannel support for second-hand sales.
24 Oct 2025
Used vehicle buyers (UV) no longer follow a single path. They research online, ask on WhatsApp, look at your social media, and if everything fits, they visit your store. Integrating these channels is not just an operational improvement; it is a key strategy to close more sales. In this article, we explain how to apply omnichannel strategies in your dealership to offer a unified, professional, and highly effective experience.
What is omnichannel and why does it matter for a dealership?
Omnichannel consists of connecting all communication and sales channels so that the customer experiences a fluid and coherent interaction, regardless of the contact point.
Key differences:
Multichannel: you have several channels (web, social media, physical store), but they are not connected and do not share information.
Omnichannel: the channels are integrated. What happens in one reflects in the others, creating a seamless experience.
In the context of a dealership:
The customer can see a car on your website, make an inquiry via WhatsApp, and then visit you without having to repeat the information.
Your salespeople already know their interests, preferences, questions, and even browsing history or prior interactions.
This improves the experience, speeds up the purchase process, reduces friction, and builds more trust and sales closures.
Benefits of an omnichannel strategy for selling used cars
Increases conversion: Customers who receive a coherent experience are more likely to buy. If they feel known from the first contact, they trust more.
Improves loyalty: A satisfied customer remembers a smooth service. Additionally, they are more likely to recommend your dealership and return in the future.
Centralizes customer data: You can record the entire journey of a lead: from when they arrived at your website, the cars they viewed, the questions they asked, to the final outcome.
Streamlines internal processes: Your team does not repeat tasks or waste time with isolated data. Everyone has access to the same information in real-time.
Greater control and measurement: You can know which channel converts best, which messages work, and which model attracts more according to the medium used.
How to integrate key channels in your dealership
Website and online store
Your website should be the central axis of the digital experience. Today, more than 80% of used car buyers research online before going to the dealership.
It should include:
Updated vehicle catalog synchronized with your DMS or management software.
Complete listings with photos, videos, technical specifications, financing, warranty, and the possibility to reserve.
Visible forms, real-time chat, and buttons to contact via WhatsApp or phone.
Integration with a CRM or lead platform to ensure all contacts are registered.
With Dealcar, you can have a website that meets all these requirements from day one, without any technical knowledge.
Connected physical store
The offline experience must continue from the digital one, not start from scratch. When a lead arrives at the store:
The salesperson should already have access to their profile, viewed cars, and prior inquiries.
They can be offered exactly the car they were interested in online or similar suggestions.
If they requested information online and didn't buy, the conversation can be resumed with specific arguments.
This professionalizes the service, eliminates friction, and conveys a high level of service.
WhatsApp and social media
These are the most immediate and personal channels. Many customers prefer to chat via message rather than call.
How to integrate them:
Use a single number managed from a common panel (for example, WhatsApp Business API).
Automate basic responses but maintain human attention when needed.
Link your cars directly from WhatsApp with clickable catalogs.
Save all conversations in your CRM or in the Dealcar platform for follow-up from any channel.
Email and SMS marketing
Although they are more traditional channels, they remain very effective for closing sales and retaining customers.
Key applications:
Automated emails after a visit or inquiry.
Appointment reminders, inspections, or ITV.
Personalized offers based on the model inquired about or the stage of the funnel.
SMS with flash promotions or availability confirmation.
A well-segmented email strategy can greatly improve conversion rates.
How to measure if your omnichannel strategy works
An omnichannel strategy needs to be monitored to know if it is generating results. These are the key metrics:
Contact sources
From which channel do the most leads come? Web, WhatsApp, social media, calls...
Which campaigns or posts generate the most interaction?
Conversion rate by channel
How many leads end up buying?
Which channel generates the best close rates?
Response time and quality of service
How much time passes from when a user contacts until they receive a response?
How does the customer rate the service received? (reviews, NPS, etc.)
ROI by channel
Where do you invest the most time and money? Which channel brings more real value?
With platforms like Dealcar, you can visualize this data in real-time and make decisions based on concrete metrics.
Conclusion
Omnichannel is no longer optional. Dealerships that apply it are improving their results, providing a more professional service, and standing out against the competition.
By integrating your website, online service, physical showroom, and messaging channels, you build a modern, comfortable, and coherent buying experience. This not only helps you sell more but also to retain customers and differentiate yourself.
Dealcar allows you to apply this strategy without complications: integrating your website, CRM, leads, campaigns, and communication from a single place. This way, you can focus on what matters: selling more and serving better.
Frequently asked questions
What is the difference between multichannel and omnichannel?
Multichannel means offering several service channels, but without connection between them. Omnichannel means integrating all those channels so that the customer has a coherent and continuous experience.
Is it possible to sell a car 100% online?
Yes, and more and more customers prefer it. You can showcase the car, offer financing, sign digitally, and deliver to their home. You just need a well-prepared website and well-defined processes.
Which service channel is the most effective today?
It depends on the customer profile, but WhatsApp and websites with real-time chat usually lead. The important thing is to respond quickly, follow up, and maintain consistency across channels.
How to connect WhatsApp with my stock?
Dealcar enables you to integrate your inventory so you can send vehicle listings via WhatsApp, with images, descriptions, and contact buttons. It also saves the conversations for follow-up.
Start today to convert more leads into sales by integrating all your channels with an omnichannel strategy designed for modern, customer-oriented dealerships.
