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Jared Hamilton
From: Jared Hamilton
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Jeff Sterns

Jeff Sterns VP Sales and Business Development

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Real-Time Communication is for Everyone Now

Chatting

You see kids doing it all the time. They're on their smartphones texting their friends, sharing information on social media, and chatting through the various chat structures available to them. It's as if they're not as interested in talking anymore!

Wait a minute. That's not just the kids. That's just about everyone. I find myself doing the same thing. If you call my cell phone and make it to voicemail, my message even encourages people to text me. For the most part, all of us have fallen into the trap of real-time text-based communication rather than slower methods like email or contact forms. We're even talking less and chatting/texting more.

This is a trend that we talked about on our company blog and it's something that could even be considered a paradigm shift in the way that businesses communicate with their customers. This is why it's such an exciting time for me andmy company to be in the chat business and it's why so many dealers are finding tremendous success with their own website chat.

It's not isolated to websites. Even on social media, they're switching to as much real-time communication as possible. Facebook is promoting their Messenger chat system to the point of making it the exclusive way for people to chat on mobile devices through the Facebook interface. The trends couldn't be any more clear.

It's surprising to me when I find a dealership that does not offer chat on their website. When I talk to them, a common reason for it is that they tried it in the past and it didn't work. Things have changed. More people are chatting. They like the real-time communication that chat provides without having to engage on the phone.

If you have "been there, done that" with chat, you may want to give it another look. Things have changed since you last had it on your site. People have changed. Habits have changed. Take advantage of these changes and explore what chat can do today compared to what it didn't do for you in the past.

Robert Karbaum
You can't swing a cat without hitting a chat company these days :P
Jeff Sterns
Robert, I can only imagine how confusing it could be for a dealer now. Yes, you cannot swing a cat....! When I was in retail (27 years, of which I only used chat my final 3 years), there were no where near the choices. Now that I am in the space (and I probably NEVER would have known while in stores), I realize that there is very little relationship to the word "chat" in a company name and how the chat provider does the job. C-4 Analytics (vendor agnostic) gets some advance analytics tools from Google (as does Datium and RL Polk) The people at C-4 have some interesting chat (and other digital items) data that looks upwards from DMS solds that can at least pair down the list ("who is actually causing sold vehicles"???) Daily, it only gets more confusing (with all things digital). I sat with a Chevy GM last night (dropping off his son after he boated for the day with me and my sons) and listened like a psychiatrist at tales of whoa and digital confusion (AKA CHOICES!) I GET IT!! I agree with your comment!!!

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