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Jared Hamilton
From: Jared Hamilton
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Big Tom LaPointe

Big Tom LaPointe Digital Marketing Consultant

Exclusive Blog Posts

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…

6 Tips for Better LinkedIn PPC Advertising

6 Tips for Better LinkedIn PPC Advertising

With a little over a year’s experience with LinkedIn Advertising and some insights from a connection at LinkedIn, I’ve put together a list of 6…

The 3 Laws of Extreme Ownership

The 3 Laws of Extreme Ownership

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Ignoring chat request is like neverending phone hold

64323bc1e16579bca262e1e3dd346ee8.jpg?t=1What if your receptionist answered the phone and just put people on hold, never to return and handle their call? That is exactly what is happening if you have live chat on your website and the chat operator is unable to respond to the invite. An OFFLINE message on your dealership website may not be ideal, but at least you are telling them you can’t respond right now and offering them a chance to leave a message without hunting down the contact form. But inviting them to chat and then leaving them in limbo is potentially a deal killer before it starts.

One statistic tracked a few years back showed dealerships missed as many as 50 percent of chats during business hours. In fact, we tell the story about the origins of CarChat24 due to just such situations.

Chat is supposed to add a key component to your ability to communicate with your buyers in a comfortable, non-confrontational manner. Like greeting your buyers on the lot, it encourages them to start the communication process without going out of their way to fill in a contact form. From getting basic lead information to actually setting an appointment, you can leverage dealer chat substantially increase your website lead count in many cases.

That all goes down the drain if your operator or provider isn’t there to answer the call. If you are handling your own chats, be sure you have the staff trained and available when the chats come through or have them take their consoles offline so the shopper doesn’t click the ‘Chat Now’ button, only to be ignored.

Just like answering your phones, responding to chat requests is critical. To remedy this dilemma, you can add staff to handle the conversations, arrange a backup option with a top-notch live chat provider, or opt for a fully managed chat option and use your people to handle the leads when they come in.

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