Best practice tip for in-house dealership website live chat software

Katie Colihan
Because I'm used to testing automotive dealer chat software, I get a bit annoyed when I am waiting for minutes at a time for a chat agent to answer my request. Glad to see at least one industry is aiming "lower".
Will Waddell
Edward Parkinson
Treat a chat just like a phone call or an UP on the lot. Our industry does a really good job of greeting customers that arrive in person to the dealership. Have the same mindset for the shoppers that are visiting virtually or calling on the phone. Per Google the average auto shopper has spent 18 hours searching reviewing 18 sources of information. DrivingSales conveyed the message at their NY event that the average shopper visited just 1.3 stores in 2013 to shop and compare brands. I am hearing stats that the shopper is in market less than 2 weeks from the time they fill out a lead form or land on a vehicle detail page. We need to be ready for right now when we get that call or chat. Can we really afford to miss a conversation that we've been invited to?

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