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Don’t nuke your live chat! 5 explosive risks

Just like in the 90’s when shoppers wouldn’t lease because they had already had a bad experience with is, such is the situation with auto dealers adding QUALITY chat to their dealership websites.

“We tried chat and it didn’t work for us”

Again and again we hear that chat didn’t work. But like leasing, it depends on the structure and the company with which you partner. There are dozens of nuances that affect the success of live chat, including, software, customer interface, operator console and tools, scripting, and much more.

Just as a little tweak can make a massive difference in a Major League Baseball player’s batting success, little things can make a HUGE difference in chat.

Here are five ways to unintentionally blow up your chance of success with chat:

  1. Slow or no response to chat request (including OFFLINE notice)
  2. Demanding too much info too soon (name, contact info, department)
  3. Robotic or illogical responses
  4. Too much delay in conversation
  5. Bad information or (worse) lying

Regardless of the time and money to implement live chat or any other website service, the last thing you want is for it to self-destruct for these or any other reasons. To ensure your dealership has a chat strategy that can get you as many leads and (most importantly) car sales, be sure to shop carefully, compare return on investment, and examine reviews. Chat can be a great website tool when steps are taken to protect from a nuclear catastrophe.

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