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Big Tom LaPointe's ADM Blog (94)

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…

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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…

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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…

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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…

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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

Anybody…

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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…

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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…

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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…

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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…

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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…

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

How to sell more cars in a blizzard

As the remnants of Typhoon Nuri finish the march across North America, northern car dealers are reminded that Mother Nature doesn’t care what monthly sales targets are when she comes blowing through. If last winter is any precursor to the upcoming snow season, cold weather states and provinces are in for more than a few snow days.

Some of my fondest memories as a child were snow days. School was closed and we got…

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Added by Big Tom LaPointe on November 16, 2014 at 2:30pm — No Comments

Is your receptionist costing you deals? Seven steps to handle an upset customer

"In today’s era of social media, a couple of keystrokes on a mobile phone, and hundreds hear about a company’s misstep"

Remember the quote ‘nice guys  finish last’? Whether you have a ‘nice guy’ or ‘nice girl’ answering  the phone at your dealership, the way they handle the call can…

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Added by Big Tom LaPointe on November 10, 2014 at 8:53pm — No Comments

Why not take the cheapest chat vendor – or cheapest of ALL expenses??

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…

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Added by Big Tom LaPointe on October 18, 2014 at 9:30pm — No Comments

Chat on dealer websites up 75% over two years

The number of car dealers with live chat software on their websites has jumped dramatically in the past couple of years.

According to dealermarketshare.com, about 37% of the 34k dealer websites had code from a chat provider, up…

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Added by Big Tom LaPointe on September 29, 2014 at 10:00am — No Comments

Adding Chat is not enough! Four tenets of successful chat

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…

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Added by Big Tom LaPointe on August 24, 2014 at 2:00pm — No Comments

Tips for measuring in-house chat performance

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…

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Added by Big Tom LaPointe on August 13, 2014 at 4:39am — No Comments

Why quality live chat? Why have a quality website?

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…

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Added by Big Tom LaPointe on July 26, 2014 at 10:02pm — No Comments

Trends: Got Chat? TELL SOMEONE!

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:

  • Facebook
  • Cell Phones
  • Dating…
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Added by Big Tom LaPointe on July 1, 2014 at 6:50pm — 1 Comment

Offline Chat = General Voicemail Box

If you have ever been in the dealership showroom before or after hours, you know the phone still rings even when the receptionist is away from her desk. For all the calls that come in and roll to the general voicemail box, how many callers do you think leave a message? MAYBE one in ten. Why is that? It is usually one of two reasons:

- They don't…

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Added by Big Tom LaPointe on June 21, 2014 at 8:58pm — 2 Comments

Live Chat – the McDonalds of dealer website add-ons (not the MLM)

The good news about putting live chat on your website is that unlike joining a MLM company, you generally won’t chase away your friends and neighbors. But what we do hear dealers tell us is, ‘we tried it and it didn’t work for us’. How many people have you heard say that about MLM – just about everyone who has joined?

Well, how many people have you heard say that…

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Added by Big Tom LaPointe on June 3, 2014 at 11:00pm — No Comments

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