Date post: | 17-Jul-2015 |
Category: |
Automotive |
Upload: | activengage-inc |
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Five Myths of Live
Chat Debunked
By a Car Dealer
Todd Smith
President
ActivEngage, Inc.
Orlando, FL
321-441-7700
Russell Blackstone
eCommerce Director
Hewlett Auto Group
Georgetown, TX
512-681-3001
3
Five Myths of Live Chat
1. I would get the leads anyway
2. Chat only benefits the sales department
3. Chat is only used by the younger crowd
4. Chat is a “set it and forget it” technology
5. My team can chat better than anyone else
8
Pick Your Brain
What percentage of all chat requests are
for Fixed Operations?
a.10%
b.15%
c. 25%
d.30%
e.45%
9
Pick Your Brain
What percentage of all chat requests are
for Fixed Operations?
a. 10%
b. 15%
c. 25%
d.30%e. 45%
16
Pick Your Brain
How long is a chat, on average?
a. 3 minutes
b. 15 minutes
c. 10 minutes
d. 6 minutes
17
Pick Your Brain
How long is a chat, on average?
a. 3 minutes
b. 15 minutes
c. 10 minutesd. 6 minutes
18
• Who is responsible? Accountability?
• Specific hours/days chat is available
• Misleading graphics
Answer Chat Requests
• Upset shoppers
• Automatic routing
• Lead format (XML versus plain text)Lead Routing
• Who is responsible? Accountability?
• READ the transcript
• Include “why buy?” statements
Lead Follow-Up
• Analytics available in real-time
• CRM tracking of leads
• 15 to 25 percent closing ratio
Measurement of ROI
21
Customer Service
Experience
Typing Skills (40+ WPM)
Art of Conversation
Extensive Oversight
Needs
22
-59.7%fewer chats engaged
by dealer managed stores+ + + +
- - - - - ---
198% more leads converted
by managed chat stores$
$$$
$$$ $
$$
$
$$
167% more walk-in appointmentsset by managed chat stores
23
Five Myths of Live Chat Debunked
1. Chat caters to the anonymous shopper
2. Chat benefits ALL departments
3. Chat is used by people of all ages
4. You must have a process before deploying
5. Most salespeople are not good chatters
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Go to www.nadauniversity.comto find these and other online resources of interest!
26
Next NADA University Online Webinar
1:00 to 1:30 pm eastern
Wednesday, August 20, 2014
Supercharge Local TV Ads by
Targeting Real Customers
Steve Walsh
EVP, Local Market Television
Rentrak, Inc.
For more information or to register go to www.nadauniversity.com Training & Resources Upcoming Webinars
27
Five Myths of Live
Chat Debunked
By a Car Dealer
Todd Smith
President
ActivEngage, Inc.
Orlando, FL
321-441-7700
Russell Blackstone
eCommerce Director
Hewlett Auto Group
Georgetown, TX
512-681-3001