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.
×
ActivEngage

Exclusive Blog Posts

Morgan Auto Group Rises To Number 28 In Automotive News' Top 100 Dealer Group Used Sales Ranking

Morgan Auto Group Rises To Number 28 In Automotive News' Top 100 Dealer Group Used Sales Ranking

Morgan Auto Group moved up 25 spots in this year's "Top 100 Dealership Group Used-Vehicle Sales" supplement published by Automotive News. The…

Top 5 Luxury Cars for Any Type of Terrain

Top 5 Luxury Cars for Any Type of Terrain

Many automotive companies make luxury vehicles that can be driven on different terrain. If you like to take road trips to cities, forests, hiking trails, a…

My Dealership Story - Kristy Elliott

My Dealership Story - Kristy Elliott

Meet Kristy Elliott, the Dealer Operator at Sunshine Chevrolet and check out her dealership story. Learn how Kristy came from the non-profit world to …

Start With Why - David Mead at DrivingSales Presidents Club

Start With Why - David Mead at DrivingSales Presidents Club

DrivingSales was so excited to have David Mead as a keynote speaker during Presidents Club. David works at the Start With Why foundation with Simon Sinek, …

You Have a Position to Fill – Who Do You Hire?

You Have a Position to Fill – Who Do You Hire?

As much as you try to avoid employee churn, you’ll always need to hire someone. It might be to replace a staff who’s moved on in their care…

Automotive Live Chat Best Practices: The Average Chat Participant

 

What if you could spot engaged and ready-to-buy shoppers as they browse your dealership website in real-time?  How would that transform your Internet Business?

More and more auto dealers are finding automotive live chat to be one of the most valuable assets to their dealership’s Internet business.  Dealers using full service, managed chat solutions tend to experience the largest boost in leads generated from their websites. On the other hand, many dealers believe that their BDC and Sales staff are the most qualified individuals to handle their dealership chat.

Both categories of automotive live chat solutions deliver an increase in website lead generation, yet this increase is primarily achieved as a result of intuitive behavioral targeting by solutions utilizing real-time business intelligence reporting.  In simplified terms, some chat solutions come with supercharged website analytics to deliver you the most high quality leads possible.

Still, chat vendors that lack a deep understanding of retail automotive sales or live chat best practices and trends put their dealership clients at a competitive disadvantage.

A study recently conducted by ActivEngage, the most trusted brand in automotive live chat, analyzed data from more than 4,000,000 chat conversations to understand which specific variables determine the maximum success of live chat technology.

From our findings, we are able to target prospective customers and likely chat participants based on the criteria listed below.

The Average Chat Participant:

  • Is a unique website visitor

Unique visitors that land on your site are in the exploratory phase of their purchasing process.  This is your opportunity to make a positive first impression, which is sometimes referred to as the “Zero Moment of Truth (ZMOT).”  Proactive live chat invitations replicate your showroom “meet and greet,” creating the positive first impression your sales team give “ups” at your physical dealership.

You may find it interesting that unique visitors are more likely to engage in a chat conversation than returning visitors.  This trend is due to a unique visitor’s unfamiliarity with your site navigation and content.  Live chat serves as a means of instant communication to assist visitors in finding the information they seek.  At the same time, dealers are able to engage these visitors in an online sales process with the goal of gathering lead information.

  • Views an average 5 to 7 Web pages

A visitor that views more than 5 pages on your website can indicate one of two things: anengaged online shopper or a confused online shopper.  In either instance, the visitor is likely to engage in a chat conversation.  Dealers or chat professionals monitoring an automotive shopper’s website activity can step in and provide visitors in this situation the right message at the right moment using customizable proactive chat invitations.

  • Stays on the site between 12 and 14 minutes

Visitors that delve deep into your website content for long periods of time are most likely serious online shoppers.  At this point, these shoppers will either submit a form lead because they’ve found what they’re looking for or they will engage in a chat conversation to request more information.

Dealer Takeaway:

Auto dealers using ActivEngage live chat and real-time business intelligence reporting have prospective customers on their dealership websites automatically identified and engaged.  Progressive dealers using this proprietary chat technology achieve double the lead volume generated from their websites than those without chat.

Only ActivEngage offers dealers live chat with real-time business analytic solutions specifically designed to maximize the amount of leads delivered from dealership websites while reducing the overall cost of lead generation for dealerships.

Double Your Leads Today!

 Unlock all of the community & features  Join Now