Are You Chatting???Are You Chatting???Chat your Way to Automotive Sales

AgendaAgenda

Should you do it yourself or outsource it

What are customers chatting about

How to create and manage a successful chat program

Sales impact with chat

Fun Statistics Fun Statistics

We handle over 125,000 chat per month The Average Dealer handles 150

SoIt would take an average dealership over 69 years

to handle the same amount of chat our VSA’s handle monthly.

The ShiftThe Shift

Informational to Conversational

Why Chat?Why Chat?

Solved a Problem

12,000 Unique Visitors

300 Leads

11,700 Missed Opportunities

Connecting With Site Connecting With Site VisitorsVisitors

Connecting With Site Connecting With Site VisitorsVisitors

Proactive Engagement

Passive Engagement

Connecting With Site Connecting With Site VisitorsVisitors

Right Messaging Right Time

Connecting With Site Connecting With Site VisitorsVisitors

5 Second Rule

Average Chat Length is ____ Minutes

Connecting With Site Connecting With Site VisitorsVisitors

I don’t mean to interrupt

Would you like assistance with that

We have additional information on that vehicle if you would like it

Are you looking for new or pre-owned?

Connecting With Site Connecting With Site VisitorsVisitors

High Probability Pages

Alert System

Connecting With Site Connecting With Site VisitorsVisitors

Fixing Holes in Your Site Process

Modify Your Sales SystemModify Your Sales System

What People Want From ChatWhat People Want From Chat

Availability

Incentives, Special Deals & Pricing

Equipment

Service/Parts

What You Need For ChatWhat You Need For Chat

Dedicated Staff

100 Words Per Minute

Conversational and Customer service oriented staff

Modify Your Sales SystemModify Your Sales System

Steering the conversation

Two Option Sales Approach

Banking Concept

Increase Your Site Increase Your Site ConversionConversion

Repeat Site Visitors

Trend Spotting with Chat

Chat to Sales Metrics

Four Step Conversion Four Step Conversion ProcessProcess

Establish Rapport

Steer the Conversation

Give options

Provide Information

Management OversightManagement Oversight

Chat Reviews

Process Improvements

Real-Time Chat Monitoring with Whisper

Conversational Adjustment

Repeat Site VisitorsRepeat Site Visitors

Relational Management

Trend Spotting in Chat Trend Spotting in Chat SessionsSessions

Keywords

Click Paths

Chat to Sales MetricsChat to Sales Metrics

3-4% Website Visitors Engage in a Conversation

75%-90% 3 Point Data Capture Full Name Email Phone

Extended Data Product of Interest Trade Information

Processing DataProcessing Data

Real Time Data Capture

Process and Act

Prospect Next StepProspect Next Step

Chat to Email

Chat to Phone

Chat to Appointment

Service / PartsService / Parts

Book Service Online

Provide Service / Parts Information

Improved CSI

Convergence of TechnologyConvergence of Technology

Email Marketing

Online Newsletters

MicroSites

Banner Ads

Video

The FutureThe Future

Social Media

Sales Impact with ChatSales Impact with Chat

3000 Unique Visitors

30-50 Leads Per Month

2950 Anonymous Opportunities

85-115 Chat Per Month 3%-4%

72-96 Additional Leads 80%

The FutureThe Future

Extended Data Lead Scoring DMS Integration

DMS IntegrationDMS Integration

Real Time One to One Experience

Advanced ROI Reporting

QuestionQuestion

Todd Smith

todd@activEngage.com