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Big Tom LaPointe's ADM Blog (104)

Want live chat to work? Don’t play ‘hide the salami’

It’s one thing to try to view the auto industry through the eyes of a consumer when you work for a dealership.  It’s quite another to attempt to view it as a vendor. But to TRULY get the feel for what it’s like to see the industry like a car shopper, one needs to actually shop for –…


Added by Big Tom LaPointe on November 17, 2015 at 8:44pm — No Comments

PRESS RELEASE: CarChat24 announces major upgrade to next-gen SignalR chat technology

TARPON SPRINGS, Florida., Nov. 10, 2015 – Continuing its leadership in the automotive website live chat industry, CarChat24 announced a substantial chat performance upgrade to Microsoft’s SignalR technology,…


Added by Big Tom LaPointe on November 9, 2015 at 9:14pm — No Comments

Got data? 10 key digital metrics you MUST KNOW as an Internet Manager

We talk to hundreds of dealers about live chat and were often surprised by internet managers who are clueless about their traffic and lead numbers. Certainly in the auto industry, an 'internet manager' can be anyone from a…


Added by Big Tom LaPointe on October 23, 2015 at 6:00am — 3 Comments

Are you committing Chat SEOcide with slow page load speeds? Three tips for safe search ranking

Over the past six months Google has begun penalizing or rewarding search page rankings based on comparative page load speeds. This isn’t just a minor tweak the web giant slipped into one of their routine algorithm releases. They actually patented the concept half a decade ago. Here…


Added by Big Tom LaPointe on October 1, 2015 at 9:00pm — 3 Comments

Six ways online dating validates live chat

Unless you are selling cars out of a cave in the Sierra Nevadas, you know that virtually everyone does some or all of their car shopping online. A well-structured live chat is the most effective way to engage car shoppers and start the process, and if you’re not convinced of the potential, just take a look…


Added by Big Tom LaPointe on September 22, 2015 at 9:00am — 3 Comments

Does location still matter with ‘everyone’ buying online? Ask Macy’s

This past summer I had the privilege to visit dozens of dealerships in just about every major city of eastern North America. Despite the rumors that the traditional brick and mortar business model is headed the way of the dinosaurs, dealership owners of all sizes and brands…


Added by Big Tom LaPointe on September 14, 2015 at 1:30pm — No Comments

Make sure your mobile chat is MOBILE: 4 success killers

It sounds simple enough, but are you sure your dealership live chat appears on mobile devices? More and more I talk to dealers who say they are happy with their chat, yet their chat icons do not appear on their shoppers’ mobile devices. And often when they do, the chat…


Added by Big Tom LaPointe on June 28, 2015 at 3:00am — No Comments

Do dealerships really need 24/7 live chat?

I recently stayed with a millennial friend who is enjoying her summer break from college by watching YouTube sitcoms until 3 am and shopping for shoes online. A business friend of mine was at the airport last week waiting for his 7 am flight and surfing the web for an Apple watch and…


Added by Big Tom LaPointe on June 25, 2015 at 8:00am — No Comments

It’s complicated’ – How much chat is too much?

"One of the most important – and most controversial – elements is the proactive" 

As half or more of all car dealers have live chat…


Added by Big Tom LaPointe on June 9, 2015 at 10:00am — No Comments

Don’t try to sell the car with chat

I can still picture my sales manager coaching me on the nuances of a phone up when I was a rookie on the auto sales floor.

“The whole purpose of a phone call is to set the…


Added by Big Tom LaPointe on May 4, 2015 at 5:00pm — No Comments

Live Chat - If it hurts to listen to your phone ups...

...then handling chats in-house isn't for your store.

There are a bunch of things that can be imperfect when a salesperson or BDC staffer takes a phone call. These…


Added by Big Tom LaPointe on April 18, 2015 at 8:30am — No Comments

Don’t nuke your live chat! 5 explosive risks

Just like in the 90’s when shoppers wouldn’t lease because they had already had a bad experience with is, such is the situation with auto dealers adding QUALITY chat to their dealership websites.

“We tried chat and it didn’t work for us”

Again and…


Added by Big Tom LaPointe on March 15, 2015 at 4:03pm — No Comments

Ready to Drive! MTV study says millennials want their cars; kills 5 myths (PART 1 of 2)

6 in 10 Millennials said “they feel like losers among their peers without their cars” – MTV study

If rumors of Mark Twain’s death were greatly exaggerated, then so are those that young people are eschewing the car for alternate forms of transportation. In a study released January 23, 2015, the Viacom-owned…


Added by Big Tom LaPointe on January 28, 2015 at 7:00am — No Comments

CarChat24 wins 2015 AWA Automotive Website Award

The CarChat24 team is proud to announce we have received an Automotive Website Award for Marketing Innovation. The prestigious award was presented in San Francisco on January 22, 2015, as the…


Added by Big Tom LaPointe on January 25, 2015 at 12:00pm — No Comments

Chat Success – JUST DO IT!

Some people want it to happen,

some wish it would happen,

others make it happen.
~ Michael Jordan



Added by Big Tom LaPointe on January 20, 2015 at 8:30pm — No Comments

Weight Watchers: Live Chat goes mainstream

Live Chat isn’t a website novelty any more. It’s a major communication channel between businesses and their clients, and the rollout of Weight Watchers’ new live chat coaching program is a huge example of this trend. Can the weight loss giant serve as an example for car dealerships that have yet to deploy live chat on their websites?

Major customer service…


Added by Big Tom LaPointe on January 19, 2015 at 9:58am — No Comments

“They ain’t coming back”

Anyone who has hung in the car business as a sales pro can look back at their early days on the floor and remember who taught them their biggest lessons. Perhaps one of the biggest (and most challenging) lessons for me was truly understanding the message of one sales manager: “They ain’t coming back.”

"...if the…


Added by Big Tom LaPointe on January 11, 2015 at 3:27pm — No Comments

Three Cures for the 'Holiday Hangover'

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…


Added by Big Tom LaPointe on December 28, 2014 at 9:07pm — 3 Comments

Web traffic never sleeps – neither should live chat

Did you know 100,000 tweets are sent every minute? That pales in comparison to the 700 million Facebook posts per minute. People are living life online around the clock, and that includes shopping for cars. You don’t have a part-time website, so why would you only chat with your shoppers part time? The millions of tweets and Facebook…


Added by Big Tom LaPointe on December 8, 2014 at 8:00am — 1 Comment

Why holidays make live chat a necessity

Shoppers ready to spend money, combined with manufacturers launching massive incentives and ad campaigns, make the holiday season ripe for increased website traffic. These factors also make a quality live chat service a must to capitalize on all this extra dealership website traffic. More than any other time of the year, buyers are in a rush to find the information they want and need on the products…


Added by Big Tom LaPointe on November 29, 2014 at 2:00pm — No Comments

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