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Cindy Rosado, Internet Director for Headquarter Toyota has been in the industry for 18 years. To keep up with the demand of today’s online shoppers as well as the ability to communicate with the mix of nationalities in Miami, Rosado knew she needed to start looking for a chat solution. What drew Rosado to ActivEngage is their ability to chat in 16 different languages along with the fact that 34% of the ActivEngage VSA staff is bilingual, “We have a lot of Spanish speaking customers so having bilingual chatters is very important to us.”
When the idea of chat came up four years ago, Rosado didn’t think it would be a good idea stating, “We kind of shied away from chat in the beginning because of the habit of the sales people. They would walk away from the desk, couldn’t keep up with the typing speed of the customer, and misspelled words a lot. But its 2013 now and our shoppers are looking online to communicate with us so we must fulfill that need.”
Rosado did her research, narrowed down her options and after a sales demo of ActivEngage’s managed chat service Rosado was sold, “It’s incredible that ActivEngage effectively manages our chat and any lead information captured by their team is served into our CRM in real-time.”
Naturally, when electing to outsource your chat you will read a couple of the chat transcripts from time to time. Rosado reads most transcripts from the ActivEngage staff and is blown away with the first-class service ActivEngage gives Headquarter Toyota’s online shoppers. “All the chat transcripts are very professional. Actually, during the first month of having chat, we ended up with a 12% closing ratio for vehicle sales. I’m sure with parts and service we did very well too. ActivEngage’s managed chat has been a great investment,” Rosado stated.
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