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Make sure your mobile chat is MOBILE: 4 success killers

It sounds simple enough, but are you sure your dealership live chat appears on mobile devices? More and more I talk to dealers who say they are happy with their chat, yet their chat icons do not appear on their shoppers’ mobile devices. And often when they do, the chat windows are the same ones served on desktop computers, so they are oversized and typically extend off the screen.

I understand that website chat is a small part of the marketing picture for dealers, but a high-performing chat can generate as much a fifty percent increase in website contact lead forms, so ensuring it also operates efficiently on mobile devices is critical, with half or more of unique website visits coming in the form of mobile.

Here are four success killers that can derail your live chat strategy on mobile:

  1. No chat at all – many free and OEM chat software and services skip the setup on mobile or don’t have it available
  2. Interfaces that aren’t mobile-friendly – sometimes chat boxes fall off the screen because they have not been designed specifically for mobile
  3. Icons and popups from chat and other vendors stepping on each other or (worse) interfering with mobile menus
  4. No 24-hour response – mobile users want to communicate anytime and anywhere

One way to ensure your mobile website chat is configured properly to generate leads is to schedule a periodic check. Set a reminder in Outlook, Gmail or Apple calendar quarterly, and look for the following:

  • Make sure the vendors for ALL your website are serving properly on MOBILE and not interfering with your menus or each other
  • Check to see if your mobile chat boxes are user-friendly
  • Send a test lead to ensure they make it all the way into your CRM and/or appropriate email recipients.

A moment of attention to detail to your mobile interface can let you be sure that you’re generating as many dealer website leads as possible and that your shoppers have the best experience possible. At the end of the day, selling more cars and satisfying customers is the highest priority, and live chat should be an integral part of this goal. Happy selling!


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

A U.S. Marine Corps veteran, Tom has an MBA in Marketing and is an automotive writer and author with nearly 20 years experience in virtually every aspect of the retail auto industry. He has been involved with the internet from the beginning, 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 BDC / internet sales and viral marketing.



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Tags: CarChat24, Tom LaPointe, chat software, dealer website, live chat, managed chat, sell cars


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