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One of the FAQ's that I get from dealers who I am explaining our product to is "Why. Tell me WHY you're calling. Tell me WHY I should have Live Chat?" I tend to ask them if they want the 'long answer' or the 'short answer'. 9 times out of 10, they want the short answers (Seen in bold below).

Just some food for thought for all of you:

Top 5 Reasons Dealers Should use Live Chat Online

1. Enhance Customer Experience. Most car shoppers dread the experience of drudging to the local car dealership to shop for a vehicle. There is a preconceived notion that car buying is a difficult experience. The solution for shoppers to obtain basic information without having to interact face-to-face with a salesman is Internet shopping. That’s right. Car shopping has gone online and shoppers are using your website and the websites of your competitors to find information on their next new or used car. So what happens when your online shoppers have a question about a vehicle you have listed on your website?

With Automotive live chat on your website, it puts you where your customers are—allowing you to provide answers to their questions immediately. Time kills all deals so the faster you can respond to your potential customers’ questions and concerns, the better your chances are of converting these prospects into customers.

2. Increases Lead Opportunities. If you’re like most car dealers, driving traffic to your website is not the problem. Turning your website visitors into qualified leads is the problem. Despite the large amount of money dealers spend each year on lead generation campaigns, most car dealers are lucky if they are able to convert 2% of their website visitors into quality leads. When you have live chat software available to interact with visitors on your website, it creates an automatic lead generating system. Having a live chat service on your website often more than doubles the amount of car sales leads dealers receive online.

3. Boost sales. A dealer chat service also helps convert a higher amount of your leads and website visitors into sales. Using a live chat solution allows you to take a proactive approach to communicating with your potential customers. A live car chat creates more interaction between you and your dealership website visitors. An experienced dealer chat service provider, using proven processes, can convert six out of ten sales chats into leads. These leads typically close at a rate that is two to three times higher than leads dealers purchase from a third party Auto Sales leads provider.

4. Enhance car dealer marketing strategies. Automotive live chat is one of the most effective and valuable components of car dealer marketing. Live chat will help you convert more prospects to leads and sales. Rather than thinking of live chat support as an additional form of communication separate from other marketing initiatives, it’s important to work with a live chat service that helps you integrate offline marketing efforts with online marketing efforts.

5. Makes you stand out from your competition. Brick-and-mortar car dealerships have hours of operation. Salespeople at the physical locations go home. What happens to your potential customers during the hours when your business is not open? With a car chat service, you extend your business operating hours to 24 hours a day, 7 days a week. Premium automotive live chat services proactively engage and welcome site visitors, any time day or night, when they visit your dealership website. Live chat operators help visitors find specific content they’re looking for on your website and provide sales, service and parts information. It’s also a great way to promote special sales events, provide post sales and service customer support. The bottom line is that a dealer chat service sets you apart from your competition because it improves the overall satisfaction of your website visitors by providing instant, professional and courteous support.

-Katie Colihan
Product Specialist
Car Chat 24
"Helping Car Dealers Sell More!"

Tags: Automotive, Car, Chat, Dealer, Live

Views: 45

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Hi Katie,

In addition to the wisdoms you so correctly listed above, if you are dealing with one of the few remaining "old car guys" ask them how they feel when a customer walks into their showroom and no one greets them before they get back into their car and leave. Also, ask them how they would feel if there was no initial T.O. or exit T.O. before they left and/or there was never any feature/benefit, test drive or an attempt to surface a question - let alone an offer - and SEE HOW THEY FEEL ABOUT THAT!

Human nature has survived onto the "virtual showrooms" of today and the same processes that were so critical in succesfully running their "real world" showrooms of yesterday still apply. Closing ratios and up counts have been replaced with conversion rates and clicks but the people behind the processes are still the same! The "glass wall" that stands between you and your online customers must come down and an effective chat program can break it into a million pieces to let your smile shine through!

I was always a big fan of the Live Chat function (we used Contact At Once) when I was working in the BDC. I personally treated it much like a phone conversation - which I've also excelled in simply because - I don't read scripts. Don't get me wrong, I love scripts, I think it ensures that all bases are covered - but there are no cookie cutter phone calls, nor are there cookie cutter chats. However, if you let your personality shine via chat or via phone, you'll absolutely wrangle in more potential sales.


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