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Jared Hamilton
From: Jared Hamilton
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ActivEngage

ActivEngage

Exclusive Blog Posts

Are You Selling Service Contracts in the Lane?

Are You Selling Service Contracts in the Lane?

Several dealers reported record months in the service drive. With a record number of RO’s hitting the lanes each day, it is a gold mine for selling s…

Women in the Dealer Workforce: Where We Are & Where We Can Go

Women in the Dealer Workforce: Where We Are & Where We Can Go

It’s no secret that women make up a small portion of the dealer workforce and turnover among women is high. By not attracting and retaining women in the …

Car Subscriptions - Q and A with Bill Playford

Car Subscriptions - Q and A with Bill Playford

I had the chance to interview Bill Playford about car subscription services, and how they're going to change the marketplace. Take a look what this ins…

Be The Exception

Be The Exception

How brilliant marketers find and follow what makes their stories different in a world full of average content DrivingSales is excited to announce th…

Keeping Up with the Joneses in Quick Lube

Keeping Up with the Joneses in Quick Lube

More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…

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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