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In a previous blog post, I discussed the importance of using live chat conversations to build rapport with your online shoppers -- and how this can help improve your dealership’s follow-up processes.
But what about the trackable data acquired through live chat outside of the content in a conversation -- such as consumer click path and the…Continue
Added by Lisandra Ramos on January 15, 2015 at 9:30am — No Comments
People buy from businesses they like, trust, and know -- which is a big reason why establishing rapport is so important in the sales process, both on the showroom floor and on your dealership’s website.
The number one reason live chat will fail at your dealership…Continue
Added by Lisandra Ramos on January 6, 2015 at 12:00pm — No Comments
When we look at texting as it pertains to the car business, it's easy to see that the mobile revolution has people letting their fingers do the talking. It's a method of communication that is becoming the primary way for millions of people in North America. How does a dealership translate this trend into lead…Continue
Added by Jeffery Sterns on December 31, 2014 at 12:58pm — No Comments
For many dealers, business falls off after the first of the year as shoppers are essentially in a ‘holiday hangover’. Businesses and many buyers had to make vehicle purchases before the end of the year for tax reasons, and others have overspent or filled up credit cards. In any case, there are fewer people on the lot or shopping on…Continue
Automotive marketing as we know it has changed. The Internet now forces dealerships to have an online presence and build relationships with consumers in the digital world. Why? Because the modern shopper expects it.
Added by Lisandra Ramos on December 23, 2014 at 7:36am — No Comments
In a perfect world, shoppers would be able to find your dealership’s unique selling points, such as your amenities, “why buy” statements, and your specials on your website.
However, that’s not always the case. Many times websites have too much or too little information, or shoppers are just too lazy to navigate the pages and find a reason to buy from you.
If you aren’t providing an effortless online shopping experience, chances are these shoppers…Continue
Added by Lisandra Ramos on November 13, 2014 at 9:43am — No Comments
It got me thinking about today’s post and how lead…Continue
Added by Lisandra Ramos on October 24, 2014 at 6:00am — No Comments
This ad from Starbucks is good advice when shopping for all your website vendors – and many brick and mortar vendors, as well. If you’re thinking about adding live chat (or other website add-on) to your marketing strategy, why not just go with the cheapest you can find? After all, if you can save a few bucks, it’s worth it, right?
Honestly, not really. You…Continue
Added by Big Tom LaPointe on October 18, 2014 at 9:30pm — No Comments
It's the quiet time. Just about everyone has it. Whether it's late at night when everyone's in bed or early in the morning before everyone wakes up, a good chunk of people do much of their important website surfing when there are fewer distractions of life to prevent them from their task at…Continue
According to dealermarketshare.com, about 37% of the 34k dealer websites had code from a chat provider, up…Continue
Added by Big Tom LaPointe on September 29, 2014 at 10:00am — No Comments
According to Hubspot, emotional intelligence is the ability to absorb emotional cues and use it to guide behavior. It’s essentially the combination of personal and social competence(which are then divided into 4 skills: self-awareness, self-management, social awareness, and relationship management),…Continue
Added by Lisandra Ramos on September 25, 2014 at 12:00pm — No Comments
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