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Jared Hamilton
From: Jared Hamilton
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Ketty Colom

Ketty Colom Digital Marketing Specialist

Exclusive Blog Posts

Click-to-Call [Infographic]

Click-to-Call [Infographic]

  Most dealers understand the importance of making it easy for customers and prospects to find contact information. Websites often have prominent &…

Quick Tips for Improving Dealership Culture

Quick Tips for Improving Dealership Culture

Car dealers have a terrible reputation. It's such a negative experience for so many that people are electing to make a major purchase like a vehicle fr…

The Biggest Mistake Dealers Make When It Comes to Customer Retention

The Biggest Mistake Dealers Make When It Comes to Customer Retention

Jim Roche is the Divisional VP of Marketing & Managed Services at Xtime. We asked him to tell us the biggest mistake he sees dealers making today when …

Is 2018 the Year of Customer Convenience?

Is 2018 the Year of Customer Convenience?

It seems that every year has a theme attached to it in terms of where dealerships’ focus will be. Which themes or buzzwords will dominate 2018? We…

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Upcoming Webinar: Show with Your Showroom, Sell with Your Website

Today's customers walk into your showroom better-informed than ever before. Because they've done their research ahead of time, 89% walk into t…

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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