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Want live chat success in-house? Four tips to help you plan it, script it, work it

As dealers continue recognize the benefits of either hosted live chat or chat software managed in-house on their automotive websites, many still feel using their staff to handle the chats is their best option. With some proper planning and execution, it is possible (we’ll cover staffing investment another time). Here are four live chat success tips to help you implement a successful in-house live chat strategy.

  1. Be sure to use a proactive (popup) live chat invite. This is the equivalent of greeting a buyer on your lot, and can increase your interaction by 80 percent or more.
  2. Don’t demand contact information up front. It is surprising how businesses using live chat in every sector blow shoppers off their website by demanding names and emails (as if that’s really a lead) before the chat. USE THE CHAT to build rapport so you can get a quality lead
  3. Answer the chat – QUICKLY! It seems like a basic step, but dealers using in-house staff often report their BDC or sales staff are tied up on a call and NADA reports as much as 55 percent of chats are missed during business hours.
  4. Create an effective plan of action and scripts. Ensure your chat processes are managed and that effective scripts and processes are firmly in place. Just like a phone-up, the goal is to set an appointment, or at least generate a quality car sales lead. That is why chat operators MUST stick to their processes and scripts.

Dealerships that can implement these in-house live chat success tips and stick to the program show very measureable increases in leads and car sales. Live chat is a web technology that is here to stay, and the stores that can best use it to engage their shoppers should see a measurable increase in sales.



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 has been a performance leader in everything from sales and service, to web development and viral marketing. / /

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Tags: CarChat24, Tom LaPointe, chat leads, dealer chat, dealer website, dealer website chat, dealership chat, hosted chat, live chat


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