ActivEngage Dealer Chat Software
32
Are You Chatting??? Are You Chatting??? Chat your Way to Automotive Sales
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date post
12-Sep-2014 -
Category
Automotive
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Recent webinar with Cory Mosley & ActivEngage on how to effectively use chat software to increase dealership internet sales.
Transcript of ActivEngage Dealer Chat Software
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
