1,000 dealers share their thoughts about chat, text and messaging in general...and how these communications pay off. SEE HOW
Automotive live chat is not new but its usage has been slowly evolving, none the less we still have a long way to go. Live chat today, is only used as means for simplistic lead generation without providing much information, which usually triggers irritation in visitors that get no additional information or all their questions are directed towards the sales call.
Technology is steadily improving every day. It's becomming easier to provide much more detailed information to visitors even if your chat agents are not present at the dealership. The key is to create a better and more detailed process outlining the practices your dealership has as its business model and then training agents to handle situations in a more appropriate manner. The traditional approach is out dated and has to be improved.
Consider a visitor, who is interested in one of your vehicles gets all the detail on the website but is not sure if the cost listed on the website is the final cost. He might be willing to drive a few states to get that vehicle if the price can be reduced slightly or feels confident that its a good buy. Commonly agents are not consented to negotiate prices with the visitors and they don't have any strategy to handle such cases, all they do is leave this part on the sales call. Infact any query they can't talk about is left for the sales call. This kind of defeats the purpose of having a live chat agent in the first place, because your not using the true potential. There are a couple of ways to address these, I'll point them out one by one.
Bottom line is, an oppertunity to sell should not be blown away so easily. Especially when you make so much effort to get the visitor in the first place, then to get him engaged with an agent is further work that is of no benefit if you let go opportunities so easily. Since the eventual goal of live chat is to produce sales not just leads, it is important to think innovatively and address problems which can be addressed in a reasonable manner. I realize its not always easy to consent an outsourced chat agent to make any offers, but if done correctly it adds unparallel benefits for you as well as your client base.
Generally the level of support, that is eventually provided by outsourced agents or inhouse agents is dictated by dealers not vendors. You control what you get from live chat, as it is a tool to help you convert better if you let it.
We here at PRO Live Chat address issues in a much more detailed manner, so as to get you to get the most out of your online presence. The collaboration team makes a sincere effort in addressing common problems which we have learned over the years from our experience of the automotive industry.