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Russ Chandler

Russ Chandler Product Marketing Manager

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Lead Forms Are Dead. Period.

Lead forms are DEAD. Done. Finished. Gone. Expired. Deceased. 

I can probably come up with a few more synonyms for the word “dead,” but I think you get it already. While there’s nothing inherently wrong with static lead forms, they aren’t working nearly as well as they used to. So really, they’re not so much “dead” as they are dying. Still, it’s a slow, painful death that you & I just don’t wanna see. I’d rather watch cheap, store-brand paint dry for several hours than look at my analytics dashboard and wonder if I’ll get any friggin’ conversions from the static form on my dealership’s website. Think about it, unless you had finally reached the point that you HAD to talk to a dealer, how interested would you be in submitting your info into a static form black hole?

 

The point is that there are FAR better ways to engage with car buyers and obtain their information. If you’ve kept up with my posts on DrivingSales, you know that I've spoken quite extensively about what interactive lead capture is and how it can help drive conversions on and off your website to increase foot traffic in your dealership. That said, I’m not gonna go into great detail about interactive lead capture. Instead, I’m gonna explain why I think static lead forms are dead; and why you should honestly avoid them like the plague:

 

Static Lead Forms Don’t Provide Direct Value to Consumers

 

One of the biggest problems with static lead forms is that they don’t provide direct value to car shoppers. I mean, you can technically say that submitting a form will lead to a follow-up call for more information.. but is a follow-up call they requested really that valuable? Most consumers (or people, rather), like immediate satisfaction. If they’re requesting more information on a vehicle, an offer or a trade-in, they don’t want wait for answers. They want them right now. Static lead forms don’t do that. The sole purpose of static lead forms is to obtain information from consumers in order to collect a lead. They serve the dealership, and the dealership alone. Interactive experience platforms, on the other hand, provide on-the-spot calculations, offers, and discounts that enhance lead generation for car sales. The buyer is getting something that’ll ultimately help them move their purchase along. If it’s something they’ll still need to wait for a dealer rep to respond with, then that rep better have a high quality enough lead to start off where their website left off.

 

They’re Boring as Hell

 

It seems pretty obvious, but I feel like it’s worth mentioning. Static lead generation forms are typically pretty boring… even if there are some graphics and/or logos included. The majority of static forms include an area for consumers to put the following: Their name, phone number, e-mail and maaaaybe some kind of extra message. Outside of that, that’s basically it. I think the most exciting thing that static lead forms offer is that you might be taken to a “thank you for your submission” page. Unlike many forms of interactive lead capture, there are calculators, no independent data, no assessments, no incentives, and certainly responsiveness to how the consumer is engaging with your website. Not only do these forms not provide anything of value, but they’re not generating any excitement either. I wouldn’t be surprised if half the static forms on your dealership’s website (if you even have them), don’t get any sort of traction.

 

Your Dealership Receives Limited Information 

 

With interactive lead capture, your dealership has the opportunity capture valuable information from website visitors without even asking them. Simply observing the way a consumer engages with an interactive experience can build a robust profile of who they are and how you can help them. Further more you can collect customer-entered data in a lot more creative ways than free-from text fields and drop downs. The point is that dealerships (who leverage interactive lead capture) a TON of enhanced ability to collect the information they’d like to collect. Instead of collecting the standard contact information via static lead form, they can let customer naturally build a lead profile by simply letting them share their information in a way that serves them as well. Not only does this make car shoppers feel like they’re being listened to, but also it really does allow your dealership to LISTEN. You can easily learn more about your consumer base and provide a better, more personalized customer experience right from the get-go. You can’t do that with static lead capture forms. 

 

They Seem Like They’re Performing Better Than They Actually Are

 

Historically static lead form conversions have been slowly declining for a decade now. As content in general has evolved. Consumers expect much more personalized and enhanced online experiences. Calculators, assessments, multi-media and responsiveness are the new standard. If you don’t believe me just take a look at all of the best independent websites (Edmunds, KBB, CarGurus, ect.) and check out how much interactive content they offer visitors. Dealers are constantly battling to drive higher conversions and where static forms can still show value is with customers latest in the buying journey. If I were in a position where I HAVE to make contact with a dealership, of course I would still fill out a static form. If there was a better option they would take it and that’s why the best website products out right now are deeply interactive.

So great, you strong-armed the 3% of your traffic into the “mousetrap” of a static form. What about the other 97% of traffic? I’m guessing you put quite of bit of effort into generating that much traffic to let it all go with any meaningful engagment. Static forms only work with those in a position with no other alternative. There are tons of options for how you could be serving customers in the discovery and research phases of the process through interactive assessments, quizzes, calculators and more interactive experiences. Customers earlier in the buyer journey have other options, they can leave your website.

 

In an age where most car shoppers already have a concrete idea of what they want before setting foot into your dealership, it’s important for you to engage with them on a deeper level. Chances are, there are several very similar dealerships within a 5-10 mile radius of yours — and the eager, but cautious car shopper is going to go with dealership that makes the most sense to go to. If you wanna be the dealership that makes the most sense to reach out to — the one that’s most relatable, and has the best customer service, then you NEED to avoid static lead forms. There are WAY too many different ways to engage car shoppers at your dealership — and lead forms are NOT one of them. 

So, I’d like to know: what are your thoughts on static lead forms?

Update:

In effort to clear up any confusion in the difference among "interactive lead form" and "static lead form" I thought this image would be helpful. "Lead forms" will always be utilized, its the difference between being static and interacitve that make a dramatic difference. A classic example is when dealers collected trade-in information for appraisals with a "static form" that eventually turned interactive by evolving into a calculator that instantly presents an estimate value, among other interactive actions. I'm proposing that this same evolution has already began to take place with even the most basic of static forms like  check availability, eprice, test drive, promotion, special offer, ect. ect. 

 

Russ Chandler

Thanks for the support Gayle! 

I loved your example with the phone, its all about having conversations with people on your website, just like you would on the phone. 

A classic example is the trade-in calculator, which has become almost standard among dealer websites. Years ago, dealers would collect appraisal data via a basic static form, which evolved to a calculator. It's still one of the best conversion tools out there and much of that credit goes to its ability to interact with consumers based on their input. It offers immediate gratification in return for information that is calculated using the users input. 

It worked well for the trade-in static form, it's likely following the same interactive strategy with otherstatic forms, would result in similar gains. 

Mark Hoffman

Russ - It seems the challenge is understanding what you mean by "interactive lead forms". I went to your website, watched the examples you have on YouTube for "Trade" and "Price" and all I saw was a form that included radio buttons and checkboxes along with the usual text boxes.  But I'm not certain I would call that "interactive". It's just a nicer looking form. Or maybe I'm just missing something. 

I would certainly agree that getting the lead involved more and interacting with them as much as possible is better than just a simple form that asks for a name and email address. I know dealers that have found great success in form solutions form Wufoo or JotForm and built far nicer and cleaner forms than what their website provider gives them. They have definitely found that cleaner, simpler forms that ask pertinent questions convert better than just generic ones.

And of course, any form that can truly be interactive and respond to requests from users and give them the information they need immediately is going to convert better. Trade in forms that give a range of values based on user input is a good example. But there are so many times where the info that user wants can't be provided immediately and that's where the good ol' lead form is still the best way to gather that info from the user.

Russ Chandler

Thanks for sharing Mark, 

My intention of the post was to challenge the standard static lead form as the leading tool used to convert existing website traffic. Although dealers are increasingly adding interactive tools to their website for consumers, the static lead form is still the leading tool used by the average dealership. 

My strong opinion on the topic is definitely driven by the experience I've been fortunate to have, in working with dealers to turn their static lead forms into a more premium, interactive alternative. I appreciate that you took the time to take a peek at a few videos of our technology but I do believe this goes far beyond my own solution. The topic of interactive content vs static content, is something other industries are far ahead in leveraging to improve results and I would love to see that brought to the automotive industry as well.

Although a YouTube video can give a peek into what we offer, because your not actually interacting with the technology, its obviously tough to see how it responds to your interaction. So yes, your missing something. We utilize a combination of a consumers on-site website behavior, lead data points and digital engagement, to individually personalize CTA's in real time, that then leads to an interactive experience to increase website conversion. The benefits for our dealer clients has been as much as a 200% increase in conversion, 5x lead data collected, and significant increase in lead quality. Meaning a significant number of more leads are turning into live conversations with the dealership, converting to showroom traffic and making a purchase. 

Your right, not every form can result in an immediate result like the trade-in form. However, I think its common knowledge that consumers don't find a "static lead from" attractive. Therefore where an immediate result of some kind can be acheived vs a "thank you for submitting your information" page, I definitely recommend it. There are more options for this then before with so many options for independent data that cen be leveraged, assessment, calculators and website intergration. Where its not applicable, there are still signficant benefits to the consumer and dealership to apply interactive elements such as responsiveness, personalization, animation and video, to their lead forms. Naturally, this is more appealing to consumers than a static form.

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