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Susan Eway, Business Development Manager at Danbury Auto Group (which includes Dodge, Chrysler, Jeep, Ram, Hyundai, and Kia brands) had to face some big obstacles when she first joined the dealership. The Internet department was only seven months old and it needed a lot of work, “Nothing was followed up on. We had to increase our digital focus to engage the modern shopper,” Eway commented.
Eway increased her staff, from only three people manning the BDC, to five. “Even with the increase in staff, I knew that it still wasn’t enough to successfully manage chat,” Eway said.
Danbury Dodge first got their feet wet with chat through Cars.com and AutoTrader.com and they weren’t impressed, “We even tried an auto-response system for our leads and it completely failed.”
Not jaded by her experience, Eway came across ActivEngage and liked what she saw, “People want to talk to other people. They want their questions answered with immediacy. I stand behind ActivEngage because each and every conversation they have with my shoppers is unique.”
As an added benefit, Eway’s team found shoppers respond better to their follow up when anActivEngage chat has taken place. “The information that the chatters get from shoppers is fantastic help in closing the sale! I can’t say enough about the engagement either.We’ve had a significant increase in our visit-to-lead conversions. The attention to detail the chat team has is superb,” Eway stated.
With nothing but positive reviews from ActivEngage chats, Danbury Auto Group sees a 15% closing ratio on their chat leads. She is easily able to calculate her return on investment with ActivEngage’s extensive reporting suite. “The backend data we get in the dashboard is awesome - no other vendor has this business intelligence. It has been a huge help in measuring our success online.”
Regarding customer service, Eway has nothing but good things to say about her Customer Success Manager, “At times, he’s more aware of my website than I am and he’s very responsive to any inquiries I have. ActivEngage has definitely contributed a lot to the success of our current presence online.”