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Managed Live Chat

This group was created to discuss the benefits of adding live chat to your dealership's website. 

Location: Las Vegas, Nevada, USA
Members: 51
Latest ADM Activity: Aug 7, 2015

Automotive Marketing Discussion Forum

Enhance your Business Prospects with Live Chat Software

Started by Jeniffer Maben Nov 29, 2012. 0 Replies

If you are interested in having the largest base of customers, then you must take use of Live Chat Software. Once you start using this…Continue

Questions about Managed Live Chat

Started by Ketty Colom Oct 9, 2012. 0 Replies

Feel free to ask any questions regarding managed live chat here! Continue Featured News Feed

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Comment by Stephen Jackson on October 9, 2012 at 7:18am

Appointments are 10% of total conversations, not 10% of leads generated. So with 100 chats, we expect 10 appointments scheduled. 

But yeah, thanks for doing the math, Keith. Like I said, I'm thrilled that you guys are interested in live chat stats. I'm looking at the year's data (since last October) right now and I can say with certainty that we absolutely exceeded these expectations. Best advice I can give a non-believer - give it a try!

But we never really intended for this page to be a shill for aE - we wanted to talk to you guys about how you feel about chat as a sales tool. Do you feel that it is becoming a necessity? Will web chat be the new normal for all industries in a few years? Have you personally had positive experiences with managed chat?

Comment by Keith Shetterly on October 9, 2012 at 7:00am

So, essentially, on 100 chats that works out to:

  • 80 get name and email or phone number, and of those 80:
  • 56 get name and phone number (and maybe email, too).  
  • 8 get appointments

That sum it up at aE?


Comment by Stephen Jackson on October 9, 2012 at 6:37am

Hey guys,

I am a writer for AE and I helped conceive and design the cute infographic above. I'm really glad that so many of you are interested in live chat! We created this chat forum in the hopes that you would ask great questions like these. Let me see if I can answer them by clarifying a few things:

When we say "80% chat-to-lead conversion," we mean that we can extract lead information from 8 out of 10 live chats that we field. This isn't fluff - it's the standard that we hold our employees to. We require each of our Virtual Sales Assistants to get lead info from 80% of their chat conversations (a name AND email or phone number). And 70% of those leads must include a phone number to ensure that these are qualified, valuable leads. We also ask that our VSAs set in-store appointments with 10% of their chatters - and many of our dealers feel that our leads are sales on a silver platter.

So Anthony and Ralph, you guys are exactly right - if we answer 1000 chats, we'd see 800 leads. I can understand why (and in fact I'm kind of delighted that) you guys are flabbergasted by that number. All I can tell you is that we are staffed with local, thoughtful conversationalists from Orlando, FL. We've gotten really good at chatting (been doing it since 2007!). It's a pretty impressive standard. But it's also the truth. I hope that this clarifies any questions you've had.

As for your site, Manny - you absolutely should try it for yourself! I would highly recommending heading on over to this page and scheduling a demo if you're interested in testing our promise. You can tell everyone here about your experience when we hand you all those leads. :)

Comment by Ralph Paglia on October 9, 2012 at 2:05am

So, as an unbiased observer, I have to ask the following questions about "conversion rates" in regards to chat performance metrics:

  • Does the "chat conversion rate" measure the percentage of leads generated divided by the number of site visitors who have engaged in a chat dialogue? Example: If the chat agent chats with 10 people and gets customer info from 8, then that's an 80% conversion rate.


  • Does the "chat conversion rate" measure the percentage of total site visitors who engage in a chat dialogue with a chat agent? 
Comment by Shereef on October 8, 2012 at 5:53pm

P.S. I own a chat support company that competes with AE, and know exactly what your numbers are. Like I said a little fluff is one thing, but when you post BS numbers expect to be brought to the table. You could at least add (Up To) in front of it. **Up To 80% conversion (**On days when everyone wins the lottery) :-)

Comment by Shereef on October 8, 2012 at 5:41pm

Ketty, It is not a matter of believing, as I already know the number is fictitious. I know that you are not converting anywhere near 80% of total chats to leads. I assumed that you would simply say that you were referencing sales chats only (Even 80% of just sales related chats would be to high), but when you post a number that is 30 to 40% higher than reality for all chats, it is hard to sit back and let the BS flow that thick. A little fluff in your presentation might fly, but 80% LOL....If your customers see this claim they are going to be trying to figure out where you are hiding the 30 to 40% of the leads they are not getting :-)

Comment by Anthony Monteiro on October 8, 2012 at 3:13pm

I am interested in these numbers too. Is there a report that shows total number of chats answered and total number of chats that were converted ie phone and email? Basically you are saying that for 1000 chats you would collect 800 phone numbers and email addresses.

I would assume you have 5 years but 12 months would be good. I see 1 dealer that said this in a testimonial. 

Comment by Ketty Colom on October 8, 2012 at 1:49pm


I don't really care if you don't believe us, all that matters is that our fully managed clients are getting the 80% conversion that we promised. Come stop by our office and we'll show you how we do it. We've been managing chats for 5 years and we're pretty sure we got it down. = ) 

Comment by Shereef on October 8, 2012 at 1:42pm

Ketty, So you are saying 8 out of 10 chat requests convert to a lead no mater what chat type (Sales, Service, Parts)?  I could see you hitting 80% on sales related conversions back when cash for clunkers was running, but 80% of all chats is pie in the sky numbers. We compete directly and I have come behind you, as you have also come behind us. So somewhere in this 80% you are claiming is some Bull S____. :-). P.S. The way I read what Feinstein wrote is that of the leads obtained 80% had phone and email addresses. This is a little different than 80% conversion of all chats. Just fess up and I will move on to talking about Managed Live Chat :-)

Comment by Ketty Colom on October 8, 2012 at 10:03am

If you don't feel like reading the entire interview, this is what Feinstein has to say about managed chat: 

How does your Internet leads-to-sales closing ratio measure up to expectations?

"Depending on the month and the amount of third-party leads we receive, we average between a 12 and 16 percent total closing rate. The third-party leads really do skew our closing rate. We get a lot of leads out of the area that don’t yield a lot.

In contrast, I’m extremely happy with our online chat provider, ActivEngage. We had been doing our own chat, and we weren’t happy. So, I outsourced it to ActivEngage, and they’ve done a terrific job. Ordinarily, I’m not a big fan of outsourcing, but ActivEngage does a great job of providing staff to chat with our customers.

It’s difficult for a BDC rep who is answering phone calls and e-mails to conduct a chat with a customer. ActivEngage is really cost-effective. They’ll do 250 to 300 chats a month, and we’ll close 10 percent of those chats. And 80 percent of the time, they’re getting both the phone number and email from the consumer. I wish my BDC reps got me a consumer phone number and email address 80 percent of the time."


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