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A timely response is key to your website live chat success

The photo with the faces in the snow on the French police cars is cute. Not responding to a chat request isn't. In fact, it's downright rude and insulting! Putting a live chat invite on your dealership website is a promise, a contract even, that you will respond within a few moments to answer a visitor's questions when they request a chat. Whether their chat request is for pricing or availability on an inventory vehicle, a service appointment, or a customer service issue, they want service. When they click your dealership's live chat link, they aren't in the mood to wait, any more than a visitor to your car lot or caller on the phone wants to be ignored when they seek assistance.

If you want to implement a successful live chat strategy, there are three key points to remember:

  1. Ensure your website chat status is accurate (available / unavailable)
  2. Respond within 5-10 seconds of each live chat request
  3. Be sure you have a backup plan, whether it is supplemental staff or contract with a hosted live chat service

Adding a live chat option to auto dealership websites is a major decision for dealers and their management teams. Some proper planning with regard to staffing and processes can help increase leads and car sales without affecting leads from the contact forms.


Tom LaPointe CarChat24  Interactive Media Manager / Industry Analyst 24/7 Interactive Automotive Dealer Website LIVE CHAT Solutions Hosted or In-House Options – FREE web chat software 727-638-0195

Tom has an MBA in Marketing and is an automotive writer and author with more than 15 years experience in virtually every aspect of the retail auto industry. He began working with the internet building websites at Johns Hopkins University in the 90's, and has been a performance leader in nearly every dealer role, from sales and service, to web development and viral marketing.

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Tags: CarChat24, chat software, dealer website, live chat, website chat


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