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Jared Hamilton
From: Jared Hamilton
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Exclusive Blog Posts

5 Tips on Delegating Tasks to Underperforming Employees

5 Tips on Delegating Tasks to Underperforming Employees

No matter how carefully you hire or how well you manage your human resources, some employees simply don’t perform to the level you want them to. They…

Most Valuable Insight Finalist - Doug Van Sach

Most Valuable Insight Finalist - Doug Van Sach

Prioritize Your Prospects: Uncover Clues to Predict Who Will Buy Next Each year, the average customer test drives fewer vehicles. Given the fewer opport…

What to Expect as Driverless Cars Go Mainstream

What to Expect as Driverless Cars Go Mainstream

While the era of driverless vehicles is rapidly approaching, there is still a great deal of confusion and speculation regarding the full impact and the…

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

5 Ways to Upsell Without Sounding Like a Pushy Car Sales Rep

One of the keys to making a profit is the upsell. If you want to claim a heftier commission, upselling is a necessity. However, upselling is an art that sa…

Most Valuable Insight Finalist - Jim Roach

Most Valuable Insight Finalist - Jim Roach

Using Artificial Intelligence to Prioritize Customer Engagement If only one salesman came to work today, what is the first opportunity he should act upo…

Your Live Chat Service’s Most Important Metric

 

30 seconds might seem like a very small amount of time to you – but how long is it, really? Try closing your eyes and counting to 30.

One…

Two…

Three…

In the time it took you to perform this exercise, Google added $30,000 to its revenues, 500 iPhones were sold, and beams of light circled the earth over 200 times. In today’s digital age, 30 seconds is an eternity – so don’t let that be the bar by which you measure your live chat pick-up times.

Pick-up time is the single most important metric for your chat service. It measures how long a web shopper has been waiting to speak with a chat representative – and your shoppers don’t have 30 seconds to spare. At ActivEngage, we’ve found that abandonment greatly increases after just 6 seconds of waiting for a chat request. Don’t let this happen! When time is of the essence, you need chat representatives that you trust to be there for your shoppers.

When a shopper is frustrated that no one is answering a chat request, he/she will often pass that frustration onto the dealership. Your customers might think that poor customer service online will translate into poor customer service in-store. It is more important than ever that you greet the ups on your virtual lot in a timely manner (or hire someone who can!).

We know that monitoring your website for shopper chats can be a very time-consuming enterprise. That’s why we offer our fully-managed service for our auto dealer partners. If you are managing your own chat, the ActivEngage software provides an extensive reporting suite that measures (among other things) the average waiting time for chat operators.

The potential cost of leaving your website chats up to chance is just too high. Pick a chat vendor that can start relationships with your online customers on the right foot – by attending to them in under 6 seconds. If you’re shopping around for a live chat solution for your dealership, we highly recommend that you check out this eBook, The Live Chat Buyer’s Guide.

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