ADM serves Car Dealers, Automotive Marketing Pros and Internet Sales Managers
Lenny Satisky has seen a lot during his 25-year career in the car biz. He’s worked in almost every facet of dealership operations - from his start on the sales floor, to a training consultant, and most recently as the Internet Sales Manager for Jim Salerno Buick GMC. He’s seen the advent of the Internet and the slew of marketing strategies that have arisen in its wake. Because of his experience, Satisky knows that ActivEngage’s managed live chat is one solution he can count on.
“We wanted to enter the 21st century by creating a better online presence,” Satisky says. The staff at Jim Salerno understood that they needed live chat to modernize their customer service, but they just couldn’t do it effectively in-house. “We pushed hard for chat, but it just becomes obtrusive without outside help. It takes a lot of time.”
“We’d seen bad live chat before, at our sister store. Chat agents always offline, off-putting conversations - we wanted to get more information about our shoppers without irritating them,” says Satisky, who compares ActivEngage live chat to a web filter. “ActivEngage’s virtual sales assistants filter through our traffic and send us the interested buyers. They have demonstrated the ability to get as much information about our shoppers as possible through quality conversations. When I get a chat lead, I know these shoppers are committed to buying from my store.”
The Jim Salerno Buick GMC store also has access to a state-of-the-art reporting suite fromActivEngage, a perfect marriage between live chat and business intelligence. Satisky’s team uses the data to track live chat results and monitor web traffic. “We see real-time results. Our highest quality leads come from chat conversations. We’ve earned more service business and our Internet department is closing 40% of the chat leads. ActivEngage chat streamlines our processes without adding more to my plate.”
Of course, quality conversation is foremost on Satisky’s mind to ensure his digital shoppers are well taken care of. “Anyone can just buy leads. For me, communication and service are at the heart of what our dealership has built. ActivEngage allows us to provide the level of communication and customer service on our site that today’s shoppers are looking for.”