Notifications & Messages

Jared Hamilton
From: Jared Hamilton
Hey - It’s time to join the thousands of other dealer professionals on DrivingSales. Create an account so you can get full access to the articles, discussions and people that are shaping the future of the automotive industry.
×
Justin DiPietro

Justin DiPietro SaleMove Co-founder

Exclusive Blog Posts

The Most Wonderful Time of Year for Luxury

The Most Wonderful Time of Year for Luxury

It’s that time of year again: lights line the houses, the air is brisk, and luxury manufacturers are trying to make sure their vehicles are the best …

The Recruiter: Episode 4- People Use Google to Find Jobs

The Recruiter: Episode 4- People Use Google to Find Jobs

How to title your help wanted ad so it gets found on the internet. Please use Google in their job search. Use what people call themselves on their resu…

* The Recruiter* Episode 3 Law of Diminishing Return

* The Recruiter* Episode 3 Law of Diminishing Return

When do you hire and how many? what are you basing your decision on? Don't decide by how many desks you have or that's what you normally run with. …

Lenders must lend or drivers won't drive

Lenders must lend or drivers won't drive

In my opinion, sub prime customers are being considered more risky by the lenders that once targeted them. Even traditional co-signers are proving not to b…

4 Reasons to Improve CRM Utilization in 2017

4 Reasons to Improve CRM Utilization in 2017

Yes, dealers are creating a tremendous amount of data. The problem is, most of it is junk. Data is like this 1958 Tops Baseball Card complete set. You have…

Why 80% of Dealers Do Not Use Live Chat

At first glance, it may seem like a lot of dealerships are using live chat on their websites. However, the truth is that most do not use live chat and generally consider the negatives involved with traditional live chat solutions. This presentation is a summary of hundreds of conversations with dealerships about their feelings towards live chat. The number one reason dealerships avoid live chat is because of the SPAM it creates for website visitors. If you are interested in learning more about the 80% of dealers that do not use traditional live chat download the full research report here.

Aaron Hassen
Not sure where you got your numbers from. http://dealerchatmarketshare.com/ reports that 30% of dealers currently have live chat on their websites. That does not include the many more that use it on third-party sites like AutoTrader.com and Cars.com that do not have it on their websites. Might want to check your numbers. It's interesting that you would attack chat, a proven source for dealers selling an additional 5-30 more cars per month. There are too many obvious holes in your argument. You might want to rethink this negative marketing approach.
Justin DiPietro
Hi Aaron, thanks for your comment! - We are aware of the numbers on dealerchatmarketshare, but decided to collect the data via our own web crawler. There is no argument that chat can help sell additional cars. Its a great tool when used correctly. All we are doing in this post is examining why the significant majority of dealer websites don't use live chat. Even if the number is 30% that would mean that over 2/3 of dealerships don't use this technology. We set out to understand why...
Frank Felten
Hi Justin, You are very right on a few things. But most of them change from vendor to vendor. Its important to realize that Live Communication can also be a part of the same system if you can address the issues you pointed out in your slides. Yes, most of the live chat providers are very cheap and irritating. Old fashioned and use blinking buttons, moving banners and what not. Its ridiculous to see why even 30% of dealers give into that stuff. Its important to look at the future, see how web technology has evolved over the years and keep your system coherent with that. Complete conversations with canned responses and not actually providing any helpful information is a loss for both the dealer and its customer. We try to address all these issues with our product: PROLiveChat I hope to see more people like you here on drivingsales.com
Brian Pasch
Justin I understand the need to create blog titles that grab attention but there are two things about your post that get under my skin. You listed some of the reasons dealers do not have live chat but failed to list the barriers of education, perceived "work" related to chat, chat product knowledge, failed/rushed implementations, staff turnover, lack of chat communication training, etc. which are more likely the reason why chat is not being used or was cancelled. I have spoken with hundreds of dealers that utilize chat and they find it one of their top lead sources. I have never heard a dealer cancel chat service because of "chat spam" or complaints from their customers. Some dealers cancel chat because they feel that if the outsourced chat agency can't answer every question perfectly, then they don't want chat. This decision, although it sounds right, does not hold water when you listen to phone calls or read email response from existing dealership staff. There is no perfect, sustainable response system when people are involved, in scale. 24x7 managed chat is a very practical "option" if a consumer wants to engage in chat. A NJ Hyundai dealer I know gets over 700 chat leads a month with a high closing ratio, and you will not see them canceling chat anytime soon. Contrary to your slide 12, chat does sell cars. Of course, there is a balance of pushing chat pop-up boxed in the consumers face compared to leaving it available in a prominent place. Any technology can be abused. I would rather you presented a solution to compliment existing communication channels rather than your choice to present biased research. That is the second issue I have with your slide deck. You offer no positive examples of dealers using chat, nor make any suggestions on how to create a better chat experience. You are throwing the baby out with the bath water. The end of your research is that there is a better solution...that you sell. I understand the need to market products to dealers. I would suggest that a blog post with no documented research, incomplete facts, and research that is completely biased that ends with a sales pitch be left to a paid advertisement banner that you can purchase on DrivingSales.com
Kevin Frye
Do you have a teenager? Ever tried to call them on their phone, but they never answer - however they will text you back? Just one of the reasons you should have chat... The younger generation is more comfortable with communicating via text and chat. It doesn't matter whether you understand it, but as a dealer trying to sell to all generations, you need to be prepared to accommodate how your buyers want to communicate, whether is is phone, email, or chat. Chat is also highly used by shoppers who are at work and don't want to be heard on the phone shopping for a car. I could continue, but as a dealer, I am pleased to see that the majority of dealership websites fail to understand this and continue to operate without live chat - please continue...

 Unlock all of the community & features  Join Now