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Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

Video: What Are Your Best Tips For Car Shoppers

Video: What Are Your Best Tips For Car Shoppers

They range from the practical (make sure you test drive the car) to the silly (make sure you like the car) to the urban legend (make sure you buy the c…

Texting for Business Landlines - Wait, you can text landlines?

Texting for Business Landlines - Wait, you can text landlines?

I understand that there are many texting platforms but not all texting is created equal. Often dealerships have found trouble with providing one number to …

Tech-Pocalypse Now!

Tech-Pocalypse Now!

There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…

Making the Sale by Communicating with Your Customers

Making the Sale by Communicating with Your Customers

You may see and talk to dozens of customers on any given day and while most of them are at your dealership to purchase a car (some may just be browsing), o…

5 Referral Program MYTHS - BUSTED!

5 Referral Program MYTHS - BUSTED!

Myth 1: Referral Marketing Programs are less cost effective than other marketing channels. FALSE! 92% of people trust recommendations from friends over…

57% of Customers Surveyed Want to Chat

It’s a digital shopping world, we all know it. I go online to find the best products and youronline customer helpcustomers are doing the same thing.According to a recent survey by Deloitte,60% of consumers say they are going online more often to find the best products and services – and their decisions are heavily influenced by the tools, information, and service they find when they go to websites or perform a search.

What’s even more interesting about this survey is what customers expect:

83% of shoppers surveyed said they needed some form of support during their online journey. This is a particular issue for 'dependent' shoppers, those with limited experience of online shopping, where this increases to 90%.

While shoppers say they need help, they aren't too persistent in accessing it:

  • Half of online shoppers (51%) will either try once or give up immediately when seeking help before an online purchase.

  • If they need help post-purchase, shoppers are prepared to persist to get their issue resolved, 76% trying at least twice.

They also expect to receive support quickly. 71% expect some assistance within five minutes. If they don't get it 48% will abandon the site.

How fast do they want this support?

31 percent expect it immediately, and 40 percent expect help within five minutes. What’s

worse, if they don’t get help when they want it, nearly half (48 percent) will leave your site.

How do they want this form of support?

A telephone number, an email address, or LIVE CHAT!

customers want live chat

Dealer Takeaway: Implementing live chat will meet the demands of your digital showroom shoppers. If you need help in deciding which live chat solution is right for you, download our FREE eBook In-House vs, Managed Chat.

Also, yesterday we released our newest eBook: The 5 Top Reasons Managed Chat Fails. You can download it here for FREE.

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