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From: Jared Hamilton
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Jeremy Patterson

Jeremy Patterson Chief Technology Officer

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Live Chat for Dealerships

Many dealerships have realized the benefit of live chat.  However, some don't have it enabled on their site.  For those that don't, it might be worth their time to investigate a solution.

There are only a few ways an online shopper can deliver a lead.  They can call, fill out a form, drop by the store, or on some sites, initiate a live chat.  While the frequency of chats might not always be high, the leads that can come from live chat generally have a high rate of conversion if they are solid.

A live chat agent typically won’t be extremely well informed about every sale or vehicle on the lot, but they are usually experts at securing the vehicle(s) of interest and the preferred contact information from a potential customer.  If a dealership is able to capitalize on this lead with a swift follow up phone call, they can often begin a chain of events that results in a sale.

Live chat is a critical aspect of a dealership website that should be a part of any digital marketing campaign for automotive.  Are you all using some kind of chat solution?

Melissa Vingle
We are currently utilizing live Chat during business hours. The missed opportunities during the off hours do not justify the cost of 24/7 monitoring. Currently, we are looking at different providers to possibly make a change, but will still keep the chat going.
Anthony Levine
^Certainly - every dealership needs to assess the value of chat during off-hours and decide if it produces as good of results as during business hours.

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