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Big Tom LaPointe

Big Tom LaPointe National Sales Executive with Dealer Teamwork

Exclusive Blog Posts

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

Become live chat star – five points of success

258d0ee377e424847ac34073adb9c2f4.png?t=1"...you can't just throw it on there and expect it to generate more sales leads or help you sell more cars"

When the internet began to commercialize in the late 90's, you could throw up a website with a few nice pictures and you were ahead of the competition. Then you had to add your inventory just to be competitive. The same is true with live chat on your website - you can't just throw it on there and expect it to generate more sales leads or help you sell more cars.

Success with live chat requires more planning than you probably put into your website, especially if you plan to self-host instead of contract with a managed chat provider. The good news is that leading chat providers have the benefit of handling thousands of successful leads from hundreds of dealerships, and can offer a chat success formula, instead of a chat mystery. These five points can help you be a star for both your customers - and your bottom line:
◾Include a proactive invite on EVERY landing page
◾Ensure response to chat requests is 5-10 seconds
◾Train operators to know all the facets of their chat dashboard
◾Ensure chat leads end up in CRM - these are warm sales opportunities
◾Have a plan for non-sales chat inquiries (CSI / service / parts / collision center)

Auto dealers with live chat on their website join a growing number of businesses that take advantage of the opportunities this technology offers, including retail department stores, travel companies, and the computer industry.  By choosing the right chat partner and carefully planning processes and lead flow, live chat can not only boost your amount of quality leads and increase car sales, but build stronger relationships with your customers.

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Tom LaPointe
CarChat24 Interactive Media Manager / Industry Analyst

Tom has an MBA in Marketing and is an automotive writer and author with more than 15 years experience in virtually every aspect of the retail auto industry. He began working with the internet building websites at Johns Hopkins University in the 90's, and has been a performance leader in nearly every dealer role, from sales and service, to web development and viral marketing.

Grant Gooley
Best thing since sliced bread :) Nice post.

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