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Jared Hamilton
From: Jared Hamilton
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Ketty Colom

Ketty Colom Digital Marketing Specialist

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My Chat Story: Fort Wayne Automotive

curt richards resized 600When you’ve been in the auto business for almost 30 years, you learn to appreciate quality. Fort Wayne, Indiana’s Curt Richards has seen it all. From the sales floor to the finance department, as an Internet Manager, and most recently as a BDC Administrator, Curt oversees the operations of a business development center that supports sales, parts and service operations for 4 franchises. 

Choosing a Live Chat Provider was a No-Brainer

“Chat was first brought in by the manufacturer as part of an e-Commerce package. It was terrible. We just didn’t have the time to fully utilize it in-house,” says Richards, whose days are already packed with sales leads programs, incentive administration management, and direct sales support. It was time for the dealer group to upgrade – and they discovered a professionally managed chat partner in ActivEngage. 

30% Appointment Rate and 20% Closing Ratio

ft wayne quote resized 600

Two years after enlisting the help of ActivEngage’s fully managed live chat team, Curt can’tthink of anything bad to say about the service. “The ActivEngage Virtual Sales team studies our website, they know our promotions, and they are trained to have fluid conversations,” says Richards, confirming that ActivEngage sets walk-in appointments for 30% of all chats taken. Richards’ sales team at Fort Wayne is also able to close 19 - 20% of the chat appointments set.

“I speak with my Customer Success Manager about twice a month, and they have proven that I can expect nothing less than superior service from the ActivEngage team. There are no glitches or mishaps that aren’t immediately resolved,” Curt says. “You just can’t put a price tag on our relationship with ActivEngage and the service they provide to my stores.”

 

Curt Richards knows that car shoppers are now making purchase decisions almost entirely online. “From our standpoint, ActivEngage simply offers an extremely cost-effective solution. They’re a very valuable partner in our sales process. We can see the difference.”

 

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