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Live chat so easy a monkey could do it – but would you want them to?

“People still sell cars to People”

This year we celebrate not only the century mark of Chevrolet, but also the 100 year mark for Henry Ford's belt-based assembly line. Virtually everything about manufacturing and marketing automobiles during the past ten decades has changed except one thing: people still sell cars to people. Your website could be so easy a monkey could navigate, with a live chat solution simple enough for a monkey to use, but it doesn't matter, because people visit your website and people buy cars.

So make sure your website is people-friendly, and your live chat setup is an effective tool that generates more sales leads and helps sell more cars. Here are five key points to check and double-check to ensure your chat software or hosted / staffed live chat service is a positive experience for your customers from beginning to end:

  • Invite them in - with a proactive chat invite popup that isn't obnoxious but makes it easy to accept or decline
  • Greet them quickly - in three to ten seconds
  • Evaluate scripts - be sure they are are clear, concise, and structured to connect with the visitor and ultimately set an appointment
  • Ensure live chat operators have a full tool belt -  so they can provide visitors with quick access to the most common information, as well as CarFax history, data from a trusted source like Edmunds, and more.
  • Verify process - from the transfer of lead information directly into CRM (including the transcript), to the follow-up processes of BDC or sales team, whether the inquiry is for the sales floor, service department or parts professionals.

Investing the time and resources to follow these steps and modify the processes as necessary can help ensure your website and live chat experience won't just be great for monkeys, but for all your human shoppers, as well.


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, #livechat, #websitechat, chat awards, dealer chat, dealer website, dealership, live chat, marketing, monkey, More…website chat


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