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The automotive industry is really starting to come around to the idea that they must have chat on their websites. It has moved from being a luxury to becoming a requirement due to the increased use of mobile and the trend towards real-time communication.
Now, the debate has been shifting to an old question: manged or self-serve? There are advantages and disadvantages to each that we've discovered and we'd love to hear from the DrivingSales community about their opiinon.
As we covered on a recent blog post, the reasons for managed are plentiful:
For every argument, there's a counter-argument. Self-serve chat software has its own advantages:
Again, we offer both so we have all of the horses in this race. We simply want to know what you guys think. What results have you seen from either or both? What would you like to see from a chat provider that you haven't seen yet?
The key to a strong chat service, whether it's self-serve or managed, is getting feedback from the people in the trenches. What have you seen in your travels?