How To Connect with Leads in Real-Time: the Moment of Truth
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Transcript of How To Connect with Leads in Real-Time: the Moment of Truth
How To Connect with Leads in Real-Time: the Moment of Truth
Ed Parkinson
Contact At Once!
If you have questions during the presentation, please submit them using the “Questions” feature
Questions will be answered at the end of the webinar
QUESTIONSQuestions
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Connecting With Customers In Every Moment ofTruth!
AutoDealerChat.com© 2011 Contact At Once! LLC, All Rights Reserved
For more information: +1-866-358-3880 +44-(0)-1372-373969
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Disruptive Technology
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Stimulus ZMOTFMOT SMOT
Present in ZMOT
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67% Plan To Purchasea vehicle in the next 30 days
67% … Ready to purchase within the next month
4% … Not currently in market to buy a vehicle
25% … Ready to purchase w/in the next 1-6 months
3% … Ready to purchase w/in the next 7-12 months
1% … More than a year
Source: Cars.com Dealer Chat Consumer Survey, 2009
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More Connections
Typical Conversion Increase
But Buying A Car Isn’t a Straight and Narrow Path
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Stimulus
ZMOT
The Car Buying Process is Like a Meandering Path
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?
?
?
?
?
Help Shoppers Navigate the Path
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Text
Chat
Call
Chat
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The 5 “Be’s” of ZMOT
Be Found
Be Engaged
Be Relevant
Be MetricDriven
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Facebook and Social Media
The Shopping Path In the Real World
OEM Websites Tier 1 & Tier 2 (Kia, Chrysler, Toyota, etc.) Dealers Websites
Peers
Print Ads
Listing Sites
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Present in the Auto Network
Actual DealerWebsit
e
DealerWebsite
Dealers without
Presence
Dealers with Presence
Actual DealerWebsit
e
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763 million chat users worldwide
248 million chat users worldwide
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Add a Photo
The ‘Net Goes Mobile
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Google Engage:
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Nielsen reports that beginning in 2008, text messaging surpassed phone usage as the primary method of communication
In 2010, text messaging exceeded phone calls by more than a third.
2010 Text Messaging
2010 Phone Calls
35% more
Code to Chat/SMS
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Send Text972-919-0239
Presence Awareness
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Note that the peaks occur during the work day: Workers are shopping, but don’t want to announce that fact to their co-
workers!Relative distribution of chats over a 24x7 period
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3 Best PracticesTo Optimize for Presence
Involve the whole teamA) Management (B) Receptionist
1.
Get mobile and use a supporting cast2.
Who has the responsibility to manage presence?3.
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3 Best PracticesTo Move Text Based Connections Forward
Have a Greeting Strategy A) Exchange name (B) Repeat name
1.
Answer the Questions – this is a dialog2.
A) Move to a call (B) Test Drive C) Smart Device3.
Smart People Power
Zappos.com• Inspire Happiness &
Engagement• Be Available at All Touch
Points• Personal Emotional
Connections• Have Interactions not
transactions
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Connect & Multiply
Source: DealerChatMarketShare.com
Are you present & connecting on your website?
Dealer Chat AdoptionFebruary 2012
Websites with chat
19.3%
Websites without Chat
80.7%
Thank you!
AutoDealerChat.com
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