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Have you ever been to Starbucks at 11 p.m. when it closes and seen the number of people still on their tablet or laptop?
Once a novel technology that gave internet auto shoppers a novel way to communicate with the dealership, live chat, and especially managed chat, has become a viable source of additional auto sales leads for the sales team.
Does it surprise you that there are now more posts on Instagram then on Facebook? The younger generation doesn’t even make time to fill in a Facebook update – do you think they are going to take the time to fill in a form. Having live chat available around the clock for your customers is one way to get a leg up on the competition, because people like to know there is a live person at the other end of the line, even if that line is a chat conversation.
Today’s car shoppers are more impatient than ever, and not just when it comes to getting the ‘best price’. We even see chat conversations in which people click the chat button to ask for the dealership phone number, when the chat icon is NEXT TO THE PHONE NUMBER. They don’t even want to read far enough down the page to find the number.
How about at the airport early in the morning waiting for a flight. THESE are some of the people you are missing by only having chat during ‘business hours’. Our data show that 30% of chat conversations happen after hours and on Sundays. The internet auto shopper has evolved, and your website chat should evolve to meet their needs – and help you sell more cars!