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Managed Live Chat

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

Website: http://blog.activengage.com/
Location: Orlando Florida
Members: 48
Latest ADM Activity: Jun 10, 2013

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

new connections

Started by Edward Harting Oct 2, 2012. 0 Replies

Thanks for the invite Ralph

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Comment by Big Tom LaPointe on June 10, 2013 at 11:38am

This group has tended toward a debate about chat providers, when dealers first have to understand the overall value of LIVE CHAT for their store and the benefit to their bottom line. Whether it's CarChat24 or AE or another provider, a well-executed chat solution is key to taking dealerships from the dark ages of static websites to an interactive experience that not only begins the sales process, but can be a critical tool for protecting CSI and customers' overall satisfaction.

Comment by Ketty Colom on February 14, 2013 at 7:39am

Bill, 

I invite you test chat us, as none of our chatters ever ask "May I have your phone and email in case we get disconnected." I know this because I was a chatter for 6 months before moving into marketing. 

Also, if you would like to come to our office to see how we work, you're more than welcome to. 

In addition, 20% of our sales leads have an appointment with the dealership. 

Comment by Richard Roy on February 1, 2013 at 7:08pm

This is an interesting thread. As a lead generator, I'm always looking for new tools to help generate a "real lead" for a dealer. I'd be interested in talking with some managed chat service providers while at NADA next week in Orlando.

I deleted about 2/3 of what I wanted to post to save it for discussion at NADA. PM me if you would like to set up a meeting.

Comment by Ketty Colom on January 24, 2013 at 10:45am

Comment by Ketty Colom on January 9, 2013 at 12:47pm
"68% of customers saying that they would like to be able to “chat” with dealers online in their search for more information."

 

Read the article here

Comment by Big Tom LaPointe on October 29, 2012 at 2:07pm

With the storm slamming more than 20% of the U.S. population, managed or hosted chat is a HUGE benefit if saff can't get to the dealership or BDC. 

As far as how chat sessions and leads are handled, the CarChat24 team has the benefit of thousands of chat sessions to recommend best practices to help dealers maximize their conversion.

Stores will always make the final call on how they want information passed to prospects - price / no price / etc. A chat conversation is another lead type, and yet it's more like a phone up because it is interactive. The ability of a dealership or group to convert chats to leads relies on more factors than submission leads fed to the BDC or sales force.

When a 'traditional' lead comes in, it is important to respond quickly, but not necessarily INSTANTANEOUSLY, where chat demands a reply the moment the link is engaged - night or day. There is nothing worse than a "LIVE CHAT not available" message or delay in response. This is where managed / hosted chat is a vital resource.

Comment by Kelly Holloway on October 26, 2012 at 7:47am

I think Anthony brought up a good point below - Is it really only about conversion rates and number of leads produced by your chat service? How much does the consumer experience play into your decision to use one chat vendor over another?

I assume that the way a conversation is handled with a potential customer via a chat is just as important as the number of leads the dealership is receiving from chat. Thoughts?

Comment by Stephen Jackson on October 15, 2012 at 8:44am

http://www.automotivedigitalmarketing.com/profiles/blogs/your-live-...

Though you guys might be interested in our latest blog about chat pick-up times. How long is too long? What do you guys think is an acceptable response time for chat providers?

Comment by Ketty Colom on October 10, 2012 at 2:24pm

I agree and that was not the purpose, I created this blog to discuss the benefits of managed chat or live chat in general. I created a discussion forum (see above) for anyone that has questions about managed live chat. 

Comment by Anthony Monteiro on October 10, 2012 at 2:11pm

This forum has turned into a sales blog for AE :-)

 

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