Professional Community for Car Dealers, Automotive Marketers and Sales Managers
The internet has changed our world. The concept of "business hours" has been turned on its head. People are buying things online at 2 in the morning. They're researching vehicles after the kids are in bed. They're planning out how to drop off their vehicle in your service department and still…Continue
Happy Friday, Auto Dealers! As always, ActivEngage has the top 10 most interesting automotive articles from around the web --RIGHT HERE!
In this week’s post you’ll learn why you might be annoying your sales leads, what space station droplet tests could mean for the auto industry, and much more! Check them out!Continue
Added by Lisandra Ramos on August 29, 2014 at 9:47am — No Comments
For anyone who went through the United States’ public school system since the 1970s, this should be a very familiar excuse. And it may very well be the same excuse some dealers use to avoid doing their homework of test chatting their…Continue
Added by Lisandra Ramos on August 27, 2014 at 12:30pm — No Comments
Just sticking chat on your dealership and hoping for some more leads and sales is like throwing up a banner an expecting traffic to flow into the door. A banner may have its place in a comprehensive marketing plan, but by itself, won’t make a significant difference in car sales. And so it is with live chat. A blinky icon with a smiling face may generate a few conversations, but it won’t generate the…Continue
Added by Big Tom LaPointe on August 24, 2014 at 2:00pm — No Comments
In most conversations, people in the automotive industry have a tendency to turn the conversation with the techniques we've been taught - building rapport, qualifying, leading the conversation,…Continue
In his book, Customers for Life, Carl Sewell says to MEASURE EVERYTHING. So how do you measure how well your team is doing with live chat? For many dealers handling chat in-house, ‘measuring chat’ means tracking the number of chat conversations and leads, and possibly the number of sold units. But what else should a dealer take a look at to see how well…Continue
Added by Big Tom LaPointe on August 13, 2014 at 4:39am — No Comments
Website chat is viewed by many dealers to be an alternative method of communication, as it should be. There are some who view it as a lead generation tool and they can look at numbers to show that they're getting more leads, but to truly test their results that must take a closer look.
Your standards should be exactly the same for your live chatting team. But how are…Continue
Added by Lisandra Ramos on July 31, 2014 at 11:30am — No Comments
Live chat can be a great way to generate leads and build lasting relationships with your shoppers. When customers click to chat, they want knowledgeable associates that will answer their questions and build their trust. However, that’s not always the case...and the worst part is you could be avoiding it!
Today I’ll be sharing three ways you can make sure your managed chat team is giving the kind of customer service that knocks your shoppers’…Continue
Added by Lisandra Ramos on July 28, 2014 at 11:37am — No Comments
The answer for the question of whether or not to have a top-notch live chat on your dealership is the same as having a sharp website: to convey information to your prospects in a manner that generates quality leads and ultimately sells more cars. It's really that simple. In the mid 90's, you could get away with a cut-rate website and impress your 20 Group with it when the technology was new. At that point, putting inventory…Continue
Added by Big Tom LaPointe on July 26, 2014 at 10:02pm — No Comments
One of the most disturbing trends we're seeing on dealer websites is when they use chat areas as another contact form. It's true that chat is a way to generate leads, but when collecting contact information is the primary goal, the whole point of chat is missed.
Here are some things that we have…Continue
Added by Jeffery Sterns on July 20, 2014 at 3:19am — No Comments
As more companies in every type of industry add live chat to their website and more consumers prefer using text to communicate, chat use continues to rise. Here are just a few places people CHAT socially:
What if your receptionist answered the phone and just put people on hold, never to return and handle their call? That is exactly what is happening if you have live chat on your website and the chat operator is unable to respond to the invite. An OFFLINE message on your dealership website may not be ideal, but at least you are telling them you can’t…Continue
Added by Big Tom LaPointe on May 27, 2014 at 9:00pm — No Comments
As more dealers every day realize that adding hosted or managed chat solution or self-managed live chat to their dealership website can boost leads and increase car sales, many question how they can tell if it's working. In short, is it helping you sell more cars? Has your lead count increased? Have you given your customers another reason to be loyal?
Added by Big Tom LaPointe on March 23, 2014 at 4:31pm — No Comments
One of J.D. Rucker’s outstanding blog postscame across my desk the other day and fueled lots of discussion in the ActivEngage offices. J.D. says that he sees way too many chat providers asking for lead info right off the bat - and we’ve found that this is one of the most destructive things you could do in a conversation. Asking for contact…Continue
There's a disturbing trend I'm seeing in the automotive industry when I visit websites. Perhaps it's been like this for a while and I simply took my eye off the chat ball. When I see chat windows that instantly prompt for the customer's contact information, it makes me cry a little…Continue
Live chat software and managed chat services on dealership websites aren't new, but making it work well in-house is still a challenge for many dealers. Sometimes it can seem easier to drive off a cliff or walk through a minefield than to make it work. There are dozens of ways for it to crash and burn, but these…Continue
If you’ve been above ground at any point during the past week, you probably heard about Facebook’s staggering$19 billion acquisition of private messaging service What’sApp. Last Wednesday, Mark Zuckerburg bought his most expensive Facebook friend - the largest Internet deal in …Continue
Added by Stephen Jackson on February 24, 2014 at 8:25am — No Comments
ActivEngage is all about innovation - we’re constantly learning more about our dealer partners and internet trends to maintain our reputation as the most trusted brand in live chat. And innovation is the theme this week - in the past few days, Google bought an army of robots, China landed a rover on the moon, and windshield wiper technology is now obsolete. Read on for…
Added by Stephen Jackson on December 20, 2013 at 8:30am — No Comments
Often I find myself having a recurring conversation with my dealers. The topic? Website Chat. Chat is essential to a dealership if they want to capitalize on all potential leads. Many argue, “It’s a waste of money…it’s a waste of time… and it requires too much attention.” This is where I beg to differ. The average chat provider charges about $250 a month. Even if your dealership only sells three cars in a month directly from chat leads, wouldn’t you say that it’s worth it? As far as managing…Continue
Added by Paul Potratz on December 17, 2013 at 11:41am — No Comments