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Automotive Dealer Chat Software Tips and Techniques

Automotive Dealer live chat is a great way to increase the amount of automotive Internet leads from your website. Here are five quick tips to improve your online conversations and convert more website visitors into ready to buy shoppers.

Make it easy- If you require name, email etc to even start the conversation your results will be limited. The fewer barriers you have for shoppers to engage the more likely they are to start a live chat.

Build Rapport- Dealer chats are most effective when you get control of the live chat early by asking the automotive shopper questions directing them. The goal is to give shoppers just enough information during the conversation to establish trust and move the online conversation to the next step of the automotive Internet sale.

Dealer Chat Software- Selecting the right automotive chat vendor is a critical step is ensuring your success at the dealership. Make sure to take the time to analyze all the features you will need to make it work. Here is a great eBook that will be a useful guide in selecting the right Automotive Chat Software.

Proactive Invitation- To be successful with live chat it helps to use a proactive invitation to welcome your dealership website shopper and engage them into a conversation. Top chat software provider even have the capabilities to have a chat invitation that is relative to what the automotive shopper is looking at on a specific webpage using behavioral intelligence.

Real-Time Dashboard- Having the inconvenience to have to sit and wait for a chat is old technology. Automotive live chat software today enables you to not only chat but watch your website visitors as they are shopping on your dealership website. You’ll know are they first time visitors, repeat visitors, what vehicles and pages they have looked at and you can even see where they are located using GEO-Targeting.

Automotive dealer chat software is the answer to increase the amount of sales you generate from your website. If you are looking to really turn your website into a powerhouse of new sales then dealer chat software will put you on the right road.

Happy Chatting,

Todd

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Comment by Alan Moore on April 1, 2010 at 12:06pm
The difference here is the medium.

Live chat, to me, is the most annoying function on a car dealer's website. That little box pops up and follows me around asking me if I need any help. If I wanted that feeling, I'd walk on the lot myself and let the vultures swoop on down for their kill. And when I click it away, as soon as I visit another page on the site, the box is back. I tried this recently on a site, I can't recall, it was a Dodge dealer that sent me a newsletter about current specials showing $9K off any Quad Cab Ram 1500. I clicked in the box and asked a question because none of the pictures were showing up and I couldn't find a "window sticker" listing of the options on the truck I was looking at. Another window popped up when I clicked Enter, and it was asking me for my name, address, phone number, and other personal information. I just wanted to let them know their website was broken. I was out of there like this morning's coffee grounds.

E-mail is what I use when I'm NOT in a hurry. If I have a question (do you keep the 6-speed Wranglers in stock or do you have to order/trade for those?) I'm going to e-mail the seller. I don't want to buy today, I'm gathering information. I'll just shoot an e-mail over and they can get back to me in the next day or two and I'm good as long as the e-mail reply is personal, not canned, and contains actual answers to my questions.

If I need something right now as in yesterday, I'm picking up the phone. Nothing else will do. I need a computer for a 2001 Eurovan and I need it overnighted. I'm on your junkyard's website. Where's your darned phone number? YOU DON'T HAVE ONE? Next...
Comment by Russell Blackstone on March 31, 2010 at 9:34am
If you think that email inquiries are in a big hurry, or phone inquiries, chat users are the most impatient of all. These folks can't wait for you to respond on an email, or won't even take the time to call. If your team can respond instantly, with an informed helpful, professional, cheerful conversation in text you will pick up sales. Like emails, and phone, it is the quality, attitude, and speed of the response on the dealer side that will make or break use of the chat technology. If you are thinking of using a vendor to reply be sure to get references and test the dealers using them. Many of the companies we have tested had chat representatives that clearly just wanted to get done with the conversation. When we tested our current vendor, they did not give up, and continued to try and engage the test chat even after a non-response period of over ten minutes. If you are thinking of doing it in house, try shopping a few dealers that don't respond or stop typing to you when their phone rings. You will get it then.
Comment by Todd Smith on March 31, 2010 at 7:31am
I think there is a huge difference between looking at Google Analytics (Which by the way I think are awesome) and live visitor analytics of your website. First Google is providing a very detailed snapshot of what happened on your website yesterday so to me it is like looking in the rear view mirror. Great information but we all know you can't change the past. Real-time analytics offers a whole new arena. You can watch shoppers in real-time using your website. Where did they come from, how many times have they visited your website. What vehicles do they keep looking at, are they local to me or are they 200 miles away just trying to get pricing information to keep their local dealer honest. Now the best part about this technology is that it offers you the ability to interact with these live shoppers based on their behavior on the website. A great example is http://www.kentwoodford.com. Visit this site and click through to a specific new vehicle. What happens? The proactive invitation is not some standard one size fits all. It is specific to the vehicle you are looking at. That is business intelligence at work. Delivering just the right message at the right time based on what the shopper is doing on your website. How about taking it one step further. Imagine delivering a message to any shoppers at any time that is relevant to only them. A message that you crafted based on what the shopper is doing and is instantly delivered right to the shoppers screen. Now that is personalized marketing and that will generate more conversations from your website every single day.
Comment by Roy P Reutter on March 31, 2010 at 6:25am
Good stuff Todd. I'd like to know more. Call me.
Comment by Michael on March 31, 2010 at 5:01am
Good tips Todd. What elements of this software provide the consumer 'non-live' appease. Advise if incorrect on the live being not live....
Comment by Diane Anderson on March 30, 2010 at 5:19pm
I am not familiar with this chat technology - sounds like the best way to be able to"move the needle".

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