The warm smell of fresh donuts rose through the air of the ActivEngage office breakroom.  A ping-pong table lined the far wall of the room, and a sign requiring employees to moonwalk out of the office hung over the exit. Soft beanbag chairs and oblong ottomans furnished in green and orange – a colorful contrast from the bleak, gloom of the Florida rain. I knew immediately this room was like no other I’d ever been in. High above the desks of nearly a hundred young professionals was a single statement, inscribed upon the wall in bold type:

“Every chat. Every word. Every time.”

ActivEngage is the most trusted live automotive chat provider, a service company on the bleeding edge of the Internet age. Teams of Virtual Sales Assistants (VSAs) monitor auto dealership websites to personally meet, greet, and assist online shoppers. But despite the constant clatter of typing and the huge array of computer screens, this was far from the ordinary call center. These chat representatives are not automated robots who are programmed to regurgitate canned responses to frustrated, disinterested customers. At the heart of ActivEngage’s chat philosophy, honest conversation matters above all else.

ActivEngage rejects the homogeneous dialogue of a typical chat provider and instead celebrates the humanity of its VSAs. The company provides its employees with complimentary gym memberships, tuition reimbursement, weekly workplace involvement activities, and even provides a free lunch monthly.

I was one of 12 new recruits hand-picked to join the next generation of ActivEngage VSAs. Over the next few weeks, the fresh faces around me would transform into the best conversationalists in the industry through an intensive two week training program. Director of Virtual Sales Carol Marshall smiled with pride as she greeted us in the lobby. She gave us the grand tour, guiding us past a popcorn machine and a printer named Bob Marley (because it always be jammin’), up one floor to the newly-renovated third story, and into the training room. There we met the ever-stylish president and COO, Ted Rubin, who was visibly trying to resist the temptation of the baked goods below us.

The official VSA training began with our introduction to soon-to-be mom Jennifer Friedline, glowing with a kind of joy and enthusiasm completely unrelated to pregnancy. She asked our class what everyone thought they were there to do. What exactly is a VSA? Some of the new recruits responded:

“We will communicate with customers over the Internet.”

“We provide leads and contact information to dealers.”

“We are contracted agents who speak on behalf of dealerships.”

Jennifer smiled, acknowledging that all this was true. But providing leads is just a small part of the service that ActivEngage provides. VSAs are primarily conversationalists, dedicated to making real, human connections with people through the chat medium. ActivEngage does not believe in scripted conversations – scripts create robots and call centers. The company encourages personality and humanity when chatting, because it believes that the most effective and engaging kind of conversation is honest and personable.

Suddenly the wacky furniture, the leisurely accommodations, and the quirky nature of the VSA office started to make sense to me. ActivEngage seemed to realize that its own growth hinges on the personal development of the individuals that comprise it. The VSAs relate all the fun and happiness of the workplace through their chats, and website visitors can see it. This spirit of enjoyment makes it easy for people to open up to our staff. It is our corporate culture that allows us to be the best chat provider in the business – every chat, every word, every time.

_

Stephen will be posting weekly updates about becoming  ActivEngage VSA every Monday. Learn more about what makes our chatters the best by subscribing to our blog!

The warm smell of fresh donuts rose through the air of the ActivEngage office breakroom.  A ping-pong table lined the far wall of the room, and a sign requiring employees to moonwalk out of the office hung over the exit. Soft beanbag chairs and oblong ottomans furnished in green and orange – a colorful contrast from the bleak, gloom of the Florida rain. I knew immediately this room was like no other I’d ever been in. High above the desks of nearly a hundred young professionals was a single statement, inscribed upon the wall in bold type:

“Every chat. Every word. Every time.”

ActivEngage is the most trusted live automotive chat provider, a service company on the bleeding edge of the Internet age. Teams of Virtual Sales Assistants (VSAs) monitor auto dealership websites to personally meet, greet, and assist online shoppers. But despite the constant clatter of typing and the huge array of computer screens, this was far from the ordinary call center. These chat representatives are not automated robots who are programmed to regurgitate canned responses to frustrated, disinterested customers. At the heart of ActivEngage’s chat philosophy, honest conversation matters above all else.

ActivEngage rejects the homogeneous dialogue of a typical chat provider and instead celebrates the humanity of its VSAs. The company provides its employees with complimentary gym memberships, tuition reimbursement, weekly workplace involvement activities, and even provides a free lunch monthly.

I was one of 12 new recruits hand-picked to join the next generation of ActivEngage VSAs. Over the next few weeks, the fresh faces around me would transform into the best conversationalists in the industry through an intensive two week training program. Director of Virtual Sales Carol Marshall smiled with pride as she greeted us in the lobby. She gave us the grand tour, guiding us past a popcorn machine and a printer named Bob Marley (because it always be jammin’), up one floor to the newly-renovated third story, and into the training room. There we met the ever-stylish president and COO, Ted Rubin, who was visibly trying to resist the temptation of the baked goods below us.

The official VSA training began with our introduction to soon-to-be mom Jennifer Friedline, glowing with a kind of joy and enthusiasm completely unrelated to pregnancy. She asked our class what everyone thought they were there to do. What exactly is a VSA? Some of the new recruits responded:

“We will communicate with customers over the Internet.”

“We provide leads and contact information to dealers.”

“We are contracted agents who speak on behalf of dealerships.”

Jennifer smiled, acknowledging that all this was true. But providing leads is just a small part of the service that ActivEngage provides. VSAs are primarily conversationalists, dedicated to making real, human connections with people through the chat medium. ActivEngage does not believe in scripted conversations – scripts create robots and call centers. The company encourages personality and humanity when chatting, because it believes that the most effective and engaging kind of conversation is honest and personable.

Suddenly the wacky furniture, the leisurely accommodations, and the quirky nature of the VSA office started to make sense to me. ActivEngage seemed to realize that its own growth hinges on the personal development of the individuals that comprise it. The VSAs relate all the fun and happiness of the workplace through their chats, and website visitors can see it. This spirit of enjoyment makes it easy for people to open up to our staff. It is our corporate culture that allows us to be the best chat provider in the business – every chat, every word, every time.

_

Stephen will be posting weekly updates about becoming  ActivEngage VSA every Monday. Learn more about what makes our chatters the best by subscribing to our blog!

General Motors can’t seem to get the Chevy Volt off of dealership lots – the American automaker has recently suspended production of its plug-in electric for five weeks while it tries to unload its excess inventory of “advanced vehicles” onto consumers. In an effort to stimulate the sales of fuel-efficient cars like the Volt, President Obama has suggested that drivers receive a $10,000 tax credit for the purchase of hybrids and electric vehicles. This proposal comes as demand steadily grows for for long-haul trucks, which account for 20% of the nation’s fuel consumption.

The vitriol and malice found in the comments section of nearly any article on the subject might lead you to believe that the elimination of oil dependence is somehow a political issue. But put aside ideology for just a second, and let’s think this through. Cutting gasoline usage means lowering petroleum demand, which means lower prices at the pump. Lower fuel costs would lead to decreased transportation and shipping expenditures, which will ultimately lower the cost of all goods that are delivered by truck, boat, or plane. As electric batteries become more efficient at affordable prices, fuel independence glimmers on the horizon – which is great news for everyone except Exxon execs and Saudi princes. So why can’t GM sell more Volts?

Part of the consumer reluctance stems from the car’s sticker price. A Chevy Volt has a base MSRP of almost $40,000 –  putting it in the same price category as a luxury-class automobile. To truly foster adoption of electric vehicles, OEMs will need to cut the price tag upfront. Some suggest that a consumer tax credit isn’t the answer. Instead of providing hybrid-electric buyers with a $10,000 credit down the road, Washington could credit GM instead, allowing the electric car to enter the market at a reduced price. After all, “$30,000” sounds a lot better than “$40,000 (with rebate),” right?

Of course, that’s assuming the price reduction will trickle down to consumers – and automaker money has proven to be notoriously sticky in the past. Ted Rubin, co-founder and President of ActivEngage, believes that any tax credits should benefit consumers directly. “A discount for the manufacturer might help create the inventory, but a discount for the consumer creates demand. Supply-side economics won’t work. You have to create the demand first.” Rubin also says that automakers already take advantage of a vast amount of government incentives – which oftendon’t translate into consumer savings.

So what lies ahead for the electric automobile? Rubin knows that OEMs already have the technology to develop purely electric vehicles – they just aren’t ready to spend the extraordinary development and production costs. Young, progressive carmakers like Fisker and Tesla Motorshave demonstrated their own battery-powered cars that can run for over 200 miles on a single charge. “If these companies can make them,” Rubin says, “so can major firms with billion-dollar budgets.”

Perhaps the only thing that will increase the electric adoption rate is time. Rising gas prices and improvements in battery technology will eventually provoke the American public into supplanting an inefficient, finite energy source with a low-cost, limitless alternative. Fuel independence is more than a divisive, political buzzword. It represents the way forward, the only logical future for automotive manufacturers and dealers. As the producer of the first purely electric car, GM has a huge advantage – if it can only shift out of neutral.

_
We need the opinions of dealers! If you have any thoughts about hybrid/electrics or how their introduction will affect your dealership, leave them in a comment at our blog!

General Motors can’t seem to get the Chevy Volt off of dealership lots – the American automaker has recently suspended production of its plug-in electric for five weeks while it tries to unload its excess inventory of “advanced vehicles” onto consumers. In an effort to stimulate the sales of fuel-efficient cars like the Volt, President Obama has suggested that drivers receive a $10,000 tax credit for the purchase of hybrids and electric vehicles. This proposal comes as demand steadily grows for for long-haul trucks, which account for 20% of the nation’s fuel consumption.

The vitriol and malice found in the comments section of nearly any article on the subject might lead you to believe that the elimination of oil dependence is somehow a political issue. But put aside ideology for just a second, and let’s think this through. Cutting gasoline usage means lowering petroleum demand, which means lower prices at the pump. Lower fuel costs would lead to decreased transportation and shipping expenditures, which will ultimately lower the cost of all goods that are delivered by truck, boat, or plane. As electric batteries become more efficient at affordable prices, fuel independence glimmers on the horizon – which is great news for everyone except Exxon execs and Saudi princes. So why can’t GM sell more Volts?

Part of the consumer reluctance stems from the car’s sticker price. A Chevy Volt has a base MSRP of almost $40,000 –  putting it in the same price category as a luxury-class automobile. To truly foster adoption of electric vehicles, OEMs will need to cut the price tag upfront. Some suggest that a consumer tax credit isn’t the answer. Instead of providing hybrid-electric buyers with a $10,000 credit down the road, Washington could credit GM instead, allowing the electric car to enter the market at a reduced price. After all, “$30,000” sounds a lot better than “$40,000 (with rebate),” right?

Of course, that’s assuming the price reduction will trickle down to consumers – and automaker money has proven to be notoriously sticky in the past. Ted Rubin, co-founder and President of ActivEngage, believes that any tax credits should benefit consumers directly. “A discount for the manufacturer might help create the inventory, but a discount for the consumer creates demand. Supply-side economics won’t work. You have to create the demand first.” Rubin also says that automakers already take advantage of a vast amount of government incentives – which oftendon’t translate into consumer savings.

So what lies ahead for the electric automobile? Rubin knows that OEMs already have the technology to develop purely electric vehicles – they just aren’t ready to spend the extraordinary development and production costs. Young, progressive carmakers like Fisker and Tesla Motorshave demonstrated their own battery-powered cars that can run for over 200 miles on a single charge. “If these companies can make them,” Rubin says, “so can major firms with billion-dollar budgets.”

Perhaps the only thing that will increase the electric adoption rate is time. Rising gas prices and improvements in battery technology will eventually provoke the American public into supplanting an inefficient, finite energy source with a low-cost, limitless alternative. Fuel independence is more than a divisive, political buzzword. It represents the way forward, the only logical future for automotive manufacturers and dealers. As the producer of the first purely electric car, GM has a huge advantage – if it can only shift out of neutral.

_
We need the opinions of dealers! If you have any thoughts about hybrid/electrics or how their introduction will affect your dealership, leave them in a comment at our blog!

We are closing in on the 12th Digital Dealer Conference & Exposition, April 3-5, at The Rosen Shingle Creek Resort in Orlando.  Will you be there?

The last conference in Las Vegas drew more than a thousand dealers and managers from almost every state and featured 94 workshops and more than 95 exhibitors.  With so much to see and do, we’ve narrowed down the must-see events at this year’s conference:

Who to See - The Must See Speakers:

Todd Smith doesn’t just have 20+ years of dealership experience – he’s also a veteran of the auto dealer speaking circuit and a self-proclaimed industry rock star. Todd will conclude his whirlwind tour with a keynote address at Digital Dealer 2012. For those of you who don’t know, Todd is the CEO of ActivEngage - a company that leads the industry in converting online visitors into real customers. At his DD12 presentation, Todd will share valuable insight into the world of automotive internet marketing.

Topic: Inbound Marketing Strategies for 2012 Developing your dealership’s inbound marketing strategies, tactics and techniques to drive more website visitors

_

Jonika Hoomes has nearly a decade of online advertising experience and serves as the Head of Automotive Channel Sales Personnel in North America. Peter Leto co-leads the Dealer Jumpstart Team at Google. He is responsible for providing automotive partners with scalable business solutions to further develop their Tier 2 & Tier 3 advertising strategies. Together, these two marketing gurus will present on one of the most important marketing concepts of the digital age:

Topic: The Zero Moment of Automotive Truth The advent of online research has brought about the theory of ZMOT - has your dealership kept up, or are you still using the old mental model?

_

Ralph D. Ebersole is a regional director of sales for ActivEngage. A recognized automotive digital thought leader, he brings more than 30 years of automotive industry experience, consulting and training expertise. In his role as director of training at cars.com, he was responsible for leading the organization’s dealer training program nationally.

Topic: Transform your Internet Sales with Live Chat! How live chat builds high quality appointments, leads and relationships

What Booths to Visit - Don’t Miss These Exhibitors:

ActivEngage: Of course, ActivEngage will be there in full force. Visit our booth to sign up for our party at Blue Martini. We’ll be at booth 239 - where you can finally meet the ActivEngage social media team!

HookLogic: HookLogic is best known for driving customers into a dealer’s showroom using targeted incentives, closing the loop on the mysterious lead to show metric…and nobody else does it. Check out their exhibition at Booth 414!

AutoMotionTV: AutoMotionTV is a leader in mobile apps for the dealership market. The AutoMotionTV Dealer App is a laser-focused communication channel between the dealer and customer. They’re located at Booth 112, where you can meet President Ben Anderson on Thursday, April 5^th!

Autobytel:  Autobytel is a leader in providing online consumer purchase requests and marketing resources to car dealers and manufacturers, pioneered the automotive Internet when it launched Autobytel.com in 1995. Find them at Booth 1009!

DealerSocket: DealerSocket provides the most comprehensive automotive CRM and training solution available today. DealerSocket is the complete source for all customer facing automotive dealership departments. This year DealerSocket will be at Booth 215.

HomeNet: HomeNet helps tens of thousands of dealers sell more cars with its Inventory Online (IOL) Internet Marketing Suite of automotive merchandising, management, and marketing solutions. Their DD12 exhibition is located at Booth 909, where Division Sales Manager Mike Mitson will highlight merchandising strategies that work for both new and used cars on Tuesday, April 3^rd.

Phone Ninja: Phone Ninjas specializes in the art of appointment setting. Our unique program will help your salespeople schedule more appointments with phone and Internet shoppers. President Jerry Thibeau will be at Booth 400 - and on April 4^th at 3:30, the Ninjas will be mystery shopping dealerships in real time and giving away an iPad! Don’t miss this session!

_

Don’t miss out on Digital Dealer 2012! We will be there giving you up-to-date coverage on this exposition. Subscribe to our blog so you won’t miss out! You can also follow @activengage on Twitter for minute-by-minute updates on the conference!

We are closing in on the 12th Digital Dealer Conference & Exposition, April 3-5, at The Rosen Shingle Creek Resort in Orlando.  Will you be there?

The last conference in Las Vegas drew more than a thousand dealers and managers from almost every state and featured 94 workshops and more than 95 exhibitors.  With so much to see and do, we’ve narrowed down the must-see events at this year’s conference:

Who to See - The Must See Speakers:

Todd Smith doesn’t just have 20+ years of dealership experience – he’s also a veteran of the auto dealer speaking circuit and a self-proclaimed industry rock star. Todd will conclude his whirlwind tour with a keynote address at Digital Dealer 2012. For those of you who don’t know, Todd is the CEO of ActivEngage - a company that leads the industry in converting online visitors into real customers. At his DD12 presentation, Todd will share valuable insight into the world of automotive internet marketing.

Topic: Inbound Marketing Strategies for 2012 Developing your dealership’s inbound marketing strategies, tactics and techniques to drive more website visitors

_

Jonika Hoomes has nearly a decade of online advertising experience and serves as the Head of Automotive Channel Sales Personnel in North America. Peter Leto co-leads the Dealer Jumpstart Team at Google. He is responsible for providing automotive partners with scalable business solutions to further develop their Tier 2 & Tier 3 advertising strategies. Together, these two marketing gurus will present on one of the most important marketing concepts of the digital age:

Topic: The Zero Moment of Automotive Truth The advent of online research has brought about the theory of ZMOT - has your dealership kept up, or are you still using the old mental model?

_

Ralph D. Ebersole is a regional director of sales for ActivEngage. A recognized automotive digital thought leader, he brings more than 30 years of automotive industry experience, consulting and training expertise. In his role as director of training at cars.com, he was responsible for leading the organization’s dealer training program nationally.

Topic: Transform your Internet Sales with Live Chat! How live chat builds high quality appointments, leads and relationships

What Booths to Visit - Don’t Miss These Exhibitors:

ActivEngage: Of course, ActivEngage will be there in full force. Visit our booth to sign up for our party at Blue Martini. We’ll be at booth 239 - where you can finally meet the ActivEngage social media team!

HookLogic: HookLogic is best known for driving customers into a dealer’s showroom using targeted incentives, closing the loop on the mysterious lead to show metric…and nobody else does it. Check out their exhibition at Booth 414!

AutoMotionTV: AutoMotionTV is a leader in mobile apps for the dealership market. The AutoMotionTV Dealer App is a laser-focused communication channel between the dealer and customer. They’re located at Booth 112, where you can meet President Ben Anderson on Thursday, April 5^th!

Autobytel:  Autobytel is a leader in providing online consumer purchase requests and marketing resources to car dealers and manufacturers, pioneered the automotive Internet when it launched Autobytel.com in 1995. Find them at Booth 1009!

DealerSocket: DealerSocket provides the most comprehensive automotive CRM and training solution available today. DealerSocket is the complete source for all customer facing automotive dealership departments. This year DealerSocket will be at Booth 215.

HomeNet: HomeNet helps tens of thousands of dealers sell more cars with its Inventory Online (IOL) Internet Marketing Suite of automotive merchandising, management, and marketing solutions. Their DD12 exhibition is located at Booth 909, where Division Sales Manager Mike Mitson will highlight merchandising strategies that work for both new and used cars on Tuesday, April 3^rd.

Phone Ninja: Phone Ninjas specializes in the art of appointment setting. Our unique program will help your salespeople schedule more appointments with phone and Internet shoppers. President Jerry Thibeau will be at Booth 400 - and on April 4^th at 3:30, the Ninjas will be mystery shopping dealerships in real time and giving away an iPad! Don’t miss this session!

_

Don’t miss out on Digital Dealer 2012! We will be there giving you up-to-date coverage on this exposition. Subscribe to our blog so you won’t miss out! You can also follow @activengage on Twitter for minute-by-minute updates on the conference!

It is a well-known fact that abbreviations and emoticons are often used in every day conversations. From texting to emailing, this lingo has become popular across all generations and forms of media – dating all the way back to 1862. So, when is it appropriate to use emoticons in an automotive live chat conversation?

There is one golden rule that you must always keep in mind: do not use emoticons or abbreviations unless the chatter uses them first. However, this rule can be applied loosely depending on the vibe each live chat participant gives off during the conversation. If you are having a great conversation and acquire all the contact information effortlessly, an emoticon or abbreviation here and there could help, not hinder, your chat. This fresh way of communicating can give off positive feelings in the chat conversation and can be a great way to build a relationship with the web shopper.

Scenarios when to use Emoticons after the chatter uses them first:

Inappropriate:

Customer: You look very good in the picture online. Will I be working with you? 

Sales Person: I do not work in sales, but a member of my Sales Team will be following up with you! ;-D

Live chat interactions are the first impression a customer has of your dealership. If the chatter is being flirtatious in a chat, do not reward their flirtation with an emoticon.  Focus their attention on the vehicle, not the emotion. Keep the conversation on a professional note.

Appropriate:

Customer: I want a SUV with leather, sunroof, and navigation for 35k. I know that is a lot to ask. =)

Sales Person: We’ll see what we can do for you John. =)

When a customer is excited about a vehicle, match that excitement with an emoticon. Not only does it make the chatter feel good, but the emoticon confirms you are on the right track to acquiring contact information.

Scenarios when to use Emoticons first:

Inappropriate:

Customer:  I have very bad credit and I want to know if you guys can work with that.  I filed for bankruptcy as well.

Sales Person:  =(  I’m sorry to hear that John!

Never focus on a negative statement made by the chatter and never use a frowning emoticon. You want the live chat participant’s experience to always be positive which will reflect on the dealership itself.

Appropriate:

Customer: When I come in, I would like to work with you, where do I go to ask for you?

Sales Person: I’m sorry, I don’t work in sales. I leave that to the pros  .

Sometimes when a live chat goes well the customer asks to work with the chat representative when they visit the dealership. In this chat, an emoticon is appropriate because it reflects back a positive feeling on the sales staff and the dealership.

When to use an abbreviation back:

Inappropriate:

Customer: My credit is horrible, I bet the bum down the street has a better score than me.

Sales Person: LOL. We’ll see what we can do for you John.

When you oversimplify live chat with abbreviations, a lot of communication errors can occur. Don’t focus on the negatives in chat and don’t “laugh out loud” to any chatter’s reference to bad credit. Focus on positives and keep the conversation focused on the vehicle!

Appropriate:

Customer: I’m being a good husband and getting all the features my wife wants on this car. I’m a keeper, aren’t I? LOL

Sales Person: LOL. Yes, we wouldn’t want your wife to be angry because you didn’t listen! I’ve made sure to make note of those features for you.

When a chatter feels comfortable enough to joke around with you, then that feeling of comfort will pass onto the dealership. First impressions are important and to return a given LOL is golden.

When to use emoticons and abbreviations simultaneously:

Inappropriate:

Customer: I’m looking for a vehicle that I can get hot chicks in, you know what I mean? LOL 

Sales Person: LOL. I’m sure you can get lots of beautiful girls in this vehicle John. ;-D

We have identified the behavior of serious buyers in previous blogs, but generally when a chatter comes in asking for a vehicle to get hot chicks in, they aren’t a serious buyer. Don’t entertain their dialogue by returning emoticons or abbreviations.

Appropriate:

Customer: Do you take trade-ins? My wife is a really good cook, but she has a lot of miles on her. LOL. Can we work something out? 

Sales Person: LOL. Let me see what we can do John, but I’m sure your wife will be valued priceless. =)

In this chat, it looks like we have gotten the full lead and are winding down the conversation. Again, when the chatter is comfortable enough to joke around with you, it is a good sign and you have liberty to return the emoticons and abbreviations given. When the shopper leaves the conversation after having a great experience, you can bet that they are looking forward to the same type of experience at the dealership location.

_

Hopefully these scenarios have given you insight on when to properly use emoticons and abbreviations in live chat. While chatting you always want the chatter to feel good and positive about the car buying experience. Never emphasize the negative. Always return good positive feelings back! =)

Make sure to subscribe to our blog for more updates on live chat best practices!

It is a well-known fact that abbreviations and emoticons are often used in every day conversations. From texting to emailing, this lingo has become popular across all generations and forms of media – dating all the way back to 1862. So, when is it appropriate to use emoticons in an automotive live chat conversation?

There is one golden rule that you must always keep in mind: do not use emoticons or abbreviations unless the chatter uses them first. However, this rule can be applied loosely depending on the vibe each live chat participant gives off during the conversation. If you are having a great conversation and acquire all the contact information effortlessly, an emoticon or abbreviation here and there could help, not hinder, your chat. This fresh way of communicating can give off positive feelings in the chat conversation and can be a great way to build a relationship with the web shopper.

Scenarios when to use Emoticons after the chatter uses them first:

Inappropriate:

Customer: You look very good in the picture online. Will I be working with you? 

Sales Person: I do not work in sales, but a member of my Sales Team will be following up with you! ;-D

Live chat interactions are the first impression a customer has of your dealership. If the chatter is being flirtatious in a chat, do not reward their flirtation with an emoticon.  Focus their attention on the vehicle, not the emotion. Keep the conversation on a professional note.

Appropriate:

Customer: I want a SUV with leather, sunroof, and navigation for 35k. I know that is a lot to ask. =)

Sales Person: We’ll see what we can do for you John. =)

When a customer is excited about a vehicle, match that excitement with an emoticon. Not only does it make the chatter feel good, but the emoticon confirms you are on the right track to acquiring contact information.

Scenarios when to use Emoticons first:

Inappropriate:

Customer:  I have very bad credit and I want to know if you guys can work with that.  I filed for bankruptcy as well.

Sales Person:  =(  I’m sorry to hear that John!

Never focus on a negative statement made by the chatter and never use a frowning emoticon. You want the live chat participant’s experience to always be positive which will reflect on the dealership itself.

Appropriate:

Customer: When I come in, I would like to work with you, where do I go to ask for you?

Sales Person: I’m sorry, I don’t work in sales. I leave that to the pros  .

Sometimes when a live chat goes well the customer asks to work with the chat representative when they visit the dealership. In this chat, an emoticon is appropriate because it reflects back a positive feeling on the sales staff and the dealership.

When to use an abbreviation back:

Inappropriate:

Customer: My credit is horrible, I bet the bum down the street has a better score than me.

Sales Person: LOL. We’ll see what we can do for you John.

When you oversimplify live chat with abbreviations, a lot of communication errors can occur. Don’t focus on the negatives in chat and don’t “laugh out loud” to any chatter’s reference to bad credit. Focus on positives and keep the conversation focused on the vehicle!

Appropriate:

Customer: I’m being a good husband and getting all the features my wife wants on this car. I’m a keeper, aren’t I? LOL

Sales Person: LOL. Yes, we wouldn’t want your wife to be angry because you didn’t listen! I’ve made sure to make note of those features for you.

When a chatter feels comfortable enough to joke around with you, then that feeling of comfort will pass onto the dealership. First impressions are important and to return a given LOL is golden.

When to use emoticons and abbreviations simultaneously:

Inappropriate:

Customer: I’m looking for a vehicle that I can get hot chicks in, you know what I mean? LOL 

Sales Person: LOL. I’m sure you can get lots of beautiful girls in this vehicle John. ;-D

We have identified the behavior of serious buyers in previous blogs, but generally when a chatter comes in asking for a vehicle to get hot chicks in, they aren’t a serious buyer. Don’t entertain their dialogue by returning emoticons or abbreviations.

Appropriate:

Customer: Do you take trade-ins? My wife is a really good cook, but she has a lot of miles on her. LOL. Can we work something out? 

Sales Person: LOL. Let me see what we can do John, but I’m sure your wife will be valued priceless. =)

In this chat, it looks like we have gotten the full lead and are winding down the conversation. Again, when the chatter is comfortable enough to joke around with you, it is a good sign and you have liberty to return the emoticons and abbreviations given. When the shopper leaves the conversation after having a great experience, you can bet that they are looking forward to the same type of experience at the dealership location.

_

Hopefully these scenarios have given you insight on when to properly use emoticons and abbreviations in live chat. While chatting you always want the chatter to feel good and positive about the car buying experience. Never emphasize the negative. Always return good positive feelings back! =)

Make sure to subscribe to our blog for more updates on live chat best practices!

In the ActivEngage blog, and in much of our other content, we describe the power of automotive live chat has to transform your dealership website into a lead-generating machine.  It is common knowledge that automotive chat opens a communication channel between automotive shoppers and your dealership that enables you to capture website visitor lead information and move prospective customers forward in your sales process.  Yet, the full potential of dealer chat has yet to be realized by a majority of auto dealers.

With more than 80% of today’s automotive consumers conducting part of their vehicle shopping process online, your website’s ability to engage automotive shoppers and convert them to leads is critical to the success of your dealership. To help auto dealers realize that optimizing the conversion rate of their website can easily be accomplished by deploying an automotive chat solution, we at ActivEngage created the new ebook The Power of Live Chat.

In this ebook, you will learn:

• One of the most valuable and effective features of automotive live chat is its ability to convert your anonymous website visitors into highly qualified leads.  Essentially, automotive chat solutions have the power to double the volume of leads generated from your website.
• How chat conversations build trust, rapport and relationships with your website visitors before they step foot in your physical dealership. The information gathered from chat conversations helps your dealership move the chat participants forward in the sales process and onto your showroom floor.
• How automotive chat satisfies your website visitors’ desire for immediate answers and personalized service. Automotive shoppers visit your dealership website to review available inventory, pricing information, and ultimately decide if they want to do business with your dealership. Chat is the only technology that allows your dealership to have instant communication with customers while they shop.

Stop losing thousands of potential sales.  Start leveraging the powerful lead generation of automotive live chat.

Download your free copy of The Power of Live Chat today!

In the ActivEngage blog, and in much of our other content, we describe the power of automotive live chat has to transform your dealership website into a lead-generating machine.  It is common knowledge that automotive chat opens a communication channel between automotive shoppers and your dealership that enables you to capture website visitor lead information and move prospective customers forward in your sales process.  Yet, the full potential of dealer chat has yet to be realized by a majority of auto dealers.

With more than 80% of today’s automotive consumers conducting part of their vehicle shopping process online, your website’s ability to engage automotive shoppers and convert them to leads is critical to the success of your dealership. To help auto dealers realize that optimizing the conversion rate of their website can easily be accomplished by deploying an automotive chat solution, we at ActivEngage created the new ebook The Power of Live Chat.

In this ebook, you will learn:

• One of the most valuable and effective features of automotive live chat is its ability to convert your anonymous website visitors into highly qualified leads.  Essentially, automotive chat solutions have the power to double the volume of leads generated from your website.
• How chat conversations build trust, rapport and relationships with your website visitors before they step foot in your physical dealership. The information gathered from chat conversations helps your dealership move the chat participants forward in the sales process and onto your showroom floor.
• How automotive chat satisfies your website visitors’ desire for immediate answers and personalized service. Automotive shoppers visit your dealership website to review available inventory, pricing information, and ultimately decide if they want to do business with your dealership. Chat is the only technology that allows your dealership to have instant communication with customers while they shop.

Stop losing thousands of potential sales.  Start leveraging the powerful lead generation of automotive live chat.

Download your free copy of The Power of Live Chat today!