Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

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…

A Dealership Went Pro-Police And This Happened

A Dealership Went Pro-Police And This Happened

There's a lot of anger in our country right now - for a variety of different reasons.   Sadly a lot of that anger is coming out against the men…

Don't EVER Chat Like This

There has been a lot of posts online and in forums on the best practices of car dealer livechat. While those best practices are legit, there is one thing that some chatters lack: common customer service skills.



I give you this chat for example:


Dealership: Thank you for choosing [dealership name]

System: We have alerted the online representatives that you are waiting. Someone should be with you momentarily.

System: A representative has joined the conversation. Compose your message below and then press Enter to send.

Leticia Geer: Hello, How may I help you?

You: Español? [Right after this she should have said something to me, like one moment please, while she was finding someone that spoke Spanish.]

You: ?

You: no spanish??????  [waited for 3 minutes for someone to respond to me]

Leticia Geer: Hola

You: Hola! Me puedes decir mas sobre el Malibu? --Los especiales   [Hi! Can you tell me more about the Malibu, the specials?]

Leticia Geer: Si, con quien hablo? [Yes, whom am I speaking with?]

You: Veronica

Leticia Geer: Veronica, 2013 CHEVROLET Malibu $2,500 Consumer Cash -OR- 0% APR for 60 months for qualified buyers [THEY COPIED AND PASTED IN ENGLISH]

You: 2,500 discuento y que?  [2,500 discount and what?]

Leticia Geer: como y que? Los $2,500 descuento, si no, 0% hasta 60 meses [What do you mean, what?  it’s ,$2,500 off or 0% apr for 60 months]

You: como y que? tu me dijiste en ingles [What do you mean? You told me in English]


I ended the chat after that. Frankly, I was a bit disturbed that someone questioned why I didn’t understand what they were saying when I had been speaking in Spanish the entire time and they responded in English. It was rude and off putting. The best part is that this dealership is located in Los Angeles, California, where there is a huge hispanic population.

This chat could have ended differently if the dealership’s chat software had the means to translate into Spanish. I also would not have waited 3 minutes for someone to answer my question.

Bilingual chat matters, whether its Spanish, French, or Russian. Get to know your demographics. You wouldn’t refuse to hire a salesperson that’s fluent in Spanish if you live in an area where a majority of Hispanics reside, would you? So, it should be the same case with your website’s live chat service. Partner with a car dealer live chat company that can meet your dealership’s needs and expectations.


And, don’t EVER have a chat like this.


 Unlock all of the community & features  Join Now