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Our VW dealership is getting very good results using ActivEngage. We have been selling cars, service and parts to shoppers who are so impatient that they can't wait for someone to answer the phone, or return an email. ActivEngage hosts the service on our Cobalt website and does the chatting for us. Their reps respond in seconds to gracefully extract the name, phone, email, and hot buttons from our guests online. We have scooped up some additional business this way.

We are considering them for the rest of our group rooftops. Before we do add those stores, please let me know, is anyone else using a hosted chat service? How is the service you are using?
Russell Blackstone

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We are also using ActivEnage at one of our stores in Boston. We are watching the results and so far so good. While this would be a great feature and service to host within a dealership I just don't think it's realisitic for that many of us. While I had been eager to try out Chat for some time I still had some concerns when we went live with it. In two months in and I have to say that the conversations flow smoothly, they are quick and professional. In fact it's amazing sometimes as to how quick and easy it can be for them to get the name , number, e-mail and more. I get copied on each transcript and if I ever see that anything is off I can contact them and the correction is made quickly and they are back on track.

On top of their Chat service the backend analytics are very cool and helpful as well.
Russell,
We have a Chat Platform that I'd like to demo for you, AutoTransAxion. The demo takes about 30 to 45 minutes and you'll be amazed at what we can do from a pencil to a sale! Email me at adtech1@sbcglobal.net or give me a call 877 954 4600 and I'll schedule a GoToMeeting and let you see for yourself what we can offer to your dealer group.
Thanks and have a great weekend
Al
Alfred J. Cantarella
Advertising Technologies
Houston, Texas
281-731-4600
Toll Free 877-954-4600
Adtech1@sbcglobal.net
Agency Affiliate:
We use ActivEngage also and have had phenomenal results. Most people think of chat as a way to sell cars.. it is BUT it also has contributed to service and parts business. We've seen results in both areas. The ActivEngage crew are always very professional and quick to respond. As was said, it's funny how easy it is to get names and numbers. I actually have the ability to perform the chats (assuming I'm quicker than the ActivEngage reps which I never am) and I mostly do this on weekends. I had a chat customer being very vague and difficult to extract information from... so I used this line.. (I still laugh when I think about it.. yes.. it's a Grant Cardone line):

Arnold T. says:
ok, how much were you thinking about putting as a down payment?
jad On www.cerritosinfiniti.com says:
i dont know
jad On www.cerritosinfiniti.com says:
to be honest
Arnold T. says:
If you did know, what would it be?
jad On www.cerritosinfiniti.com says:
lets say 5 thousand
Arnold T. says:
ok great

That's just an excerpt but you can really build some rapport with customers who may be intimidated by the sales process OR who actually want to speak with someone but are afraid of the 10000 phone calls they'll get...etc. Personally, I'd much rather have a LIVE customer (whether by phone or chat or text message or smoke signals or ...well, you get the idea) than an e-mail. The interaction gives you the opportunity to be a salesman.

Don't use it wrong, however. You should use chat to sell yourself and, most importantly, the APPOINTMENT! If you focus on getting the lead (name, email, phone) and then the appointment, chat will work great for you. If you try to "sell a car" via chat, you'll go down in flames.

Chat is a great service to provide for your dealership and all aspects of your dealership can benefit. Customers can make service appointments, they can ask about parts, and, of course, can inquire about cars. ActivEngage is hosted so you don't have to worry about sitting in front of your computer waiting for a customer who wants to chat. The ActivEngage reps will extract the information and then send a transcript of the chat to as many people as you want to receive it AND submit it in XML/ADF format to your CRM as a lead.

Their analytics are amazing. You can see customers live on your website, what they are looking at, how long they've been on your site, how many pages they've looked at, if they've been to your site before and, if they've chatted with you before, it will even tell you THEIR NAME.. and all of this is in REAL TIME. Nothing cooler than watching someone get on your website, crawl through pages, land on a conversion page and see them pop up in your CRM as a lead!

Great service and customers love it. I recommend hosted chats over just chat software and ActivEngage is the best one out there, in my opinion.

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