Why Dealers Use Dealer Automotive Live Chat to Increase Auto Sales Leads
Your customers are living in
and your business is operating in a Web 3.0 world. Creating the best
customer service experience possible can mean the difference between
taking your car dealership to the next level of success or leading it
down the road to failure. If you’re not using automotive live chat
software as part of you automotive Internet marketing efforts, then
you’re not engaging visitors to your website as much as you could
be. Worse than your lack of engagement is the fact that you’re probably
losing up to 98% of your visitors every day because you’re not capturing
the car leads of the visitors to your site.
Adding dealer chat software
to your website means you’re accomplishing two goals with one interactive
method. First, it gives you the ability to answer visitor questions
immediately. SiteLive support chat provides immediate answers to your
website visitors’ questions. This instant form of gratification helps
you to generate automotive leads you can move along to converting into
a sale at a faster rate.
Second, automotive live chat
software offers a proven system to capture auto sales leads your sales
force then has the opportunity to convert into sales. After the car
chat operator answers the questions the visitor has, the next easy and
logical step is for the operator to schedule a test drive of the vehicle.
With a pre-scheduled test drive appointment, it allows you to bring
your customer service to the next level because the vehicle can be prepared,
ready and waiting for the customer when they arrive at the physical
Generating a lead from dealer
websites always has a higher quality and better chance of converting
into a sale because visitors to your website are interested in what
you are selling. Implementing an automotive lead generation tool such
as Car Chat 24 allows you to capture the high quality lead without spending
a lot of extra money.
Dealer marketing tends to focus
marketing efforts on driving traffic to its physical lot. The executives
or owners of a dealership tend to believe that sales of tangible items
such as cars require face-to-face interaction. Considering that consumers
do not make a sock purchase without conducting extensive online research,
car dealers that think this way are missing out on a high volume of
business online. According to recent studies, when a consumer is shopping
for a product, their first stop is the company’s website.
What does this mean for dealer
websites? It means the first impression your website makes on its visitors
is equivalent to the first impression a potential buyer receives when
they walk onto your physical car lot. You can create a lasting and positive
first impression on your website visitors by offering stellar customer
service. An interactive automotive marketing tool such as Car Chat 24
allows you to make a great first impression.
Then there are those car dealers
that have a mentality that all they need to do to create an online presence
is to throw up a static website—essentially an electronic brochure.
Car dealers with these dealer websites do not know and understand their
audience or the automotive marketing environment. Today’s consumer
is a savvier shopper than ever before. They do not want to buy products
from a company that talks at them rather than interacts with them.
The third group of dealer websites
represents those dealers that understand the landscape of automotive
Internet marketing. They understand that they must integrate their online
marketing efforts with their offline tactics. These dealer websites
are successful in attracting a huge volume of traffic and in providing
information visitors find helpful, useful and relevant to them. There
is, however, one problem. No matter how much traffic you get to your
site, you’re only going to make money if your website converts the
leads you capture into sales. If part of your dealer services isn’t
collecting information on your visitors and offering Site Live interaction
with these visitors, then your automotive Internet marketing is not
as effective as it could and should be.
It’s a Soft-sell Approach
One of the easiest ways to
gathering qualified automotive leads is directly from your own website.
The intention of adding an interactive approach to your website is not
to sell to visitors right away, but rather your goal is to get them
on your list. A car chat provides an opportunity to capture car leads
information right away. This opens up the door to converting these leads
Even with massive amounts of
traffic coming to your dealer website on a daily basis, if you’re
missing the opportunity to capture, nurture and convert these visitors
into customers, then you’re wasting opportunity after opportunity.
It’s always more cost effective and easier to convert a qualified
lead that you generate from your own website than it is to try to convert
leads from a third party. Third party leads are more expensive and tend
to be of low quality, which translates into a poor rate of return on
Visitors to your website are
your target audience. They wouldn’t be there if they weren’t interested
in your autos, auto services and parts. Use this opportunity to capture
car sales leads by engaging visitors with dealer chat software. Automotive
software provides your dealership with the platform for creating conversations
with your website visitors—whether they are interested in buying a
new automobile or servicing one they already own.
Don’t waste your time or
your money buying high volume car sales leads when you can generate
high quality leads from your own website using a low-cost Contact At
Once live chat software. Third party car leads have a lower closing
rate than self-generated leads because these consumers did not opt-in
to receive information from you. This means they may or may not have
an interest in what you have to offer. It’s a little like playing
roulette. It may or may not pay off, but nine times out of ten, using
third party leads ends up being a waste of your time and your money.
To buy a lead list and spend money marketing to the leads to find out
that nobody bites simply leaves you disappointed and with less money
in your pocket.
Why Chat Sales Leads are
Better than Form Leads on Your Dealer
Set aside your dealership hat
for a moment and think about the last time you were shopping or searching
for something online. Let’s say you were shopping for a book and you
went to an online bookstore. You find the book you’re looking for,
but when you read the description, you’re confused and have a question.
It’s after business hours so you can’t pick up the phone and ask
the question. They have a form you can complete, but you don’t want
to wait for a response. In fact, if you get the response you’re looking
for; you’re ready to buy right now. That’s when you see it. It is
a live chat service, where you can chat online with a representative
from the online bookstore, obtain an answer to your question and they
even offer to help you place your order—all in a few minutes time.
This may have had a different
outcome without the live chat option. You probably would have clicked
away from the website, found another online bookstore selling the book,
located the answer to your question and bought the book. The original
bookstore wouldn’t have been the wiser because they would have no
way of knowing you were even shopping on their site.
A book is a small ticket item,
so it’s even more important to provide superior service, something
automotive live chat can offer your auto sales leads, when they’re
searching for bigger ticket items such as vehicles.
Automotive Live Chat Software Changes the Landscape
There are several advantages
to using automotive live chat as part of your dealer marketing. The
three main benefits include enhancing your customer experiences, increasing
the amount of high quality car leads generated and boosting sales.
Nothing is more frustrating
to your website visitors than when they land on your website and have
a question, but can’t find the answer. By implementing a Contact At
Once live support chat on your website, you’re interacting with potential
customers, solving their problem and capturing information on them simultaneously
and immediately. Some profound sales person said, “Time kills all
deals.” When you can immediately respond to online visitors, you have
a much better chance of converting car leads into car sales.
Automotive live chat software
can also enhance the experience of your existing customers that are
coming to your website to schedule service appointments or purchase
parts for their vehicles. When you provide quality customer service
to existing customers, you’re saving your dealership money because
it’s less expensive to sell to an existing customer than it is to
find a new one. When you offer cutting-edge dealer chat software, you’re
able to answer questions, provide immediate support and build a rapport
with your visitors—something a static website that lacks automotive
live chat access doesn’t accomplish. The interaction between your
dealership and your customers provided by live chat support services
exceeds visitor expectations, provides high quality service to help
you make sales and ensures repeat business.
Amount of Quality Leads
When it comes down to lead
conversion, quality is much more important than quantity. Dealerships
spend a ton of money on automotive marketing every year. The lucky ones
turn their dealer marketing efforts into qualified leads about 2% of
the time. By adding live chat software to dealer automotive Internet
marketing, it more than doubles the amount of car sales leads. The more
quality leads you have at your disposal, the increased chance you have
to convert these leads into paying customers. Not only does it help
you generate sales on the front end, but it can also help to create
secondary finance leads for your internal finance department to provide
the financing for the purchase of the vehicle. Automotive software can
generate front end and backend leads for your business. The more you
engage and connect with a client, the better chance you have of turning
this into a repeat customer and a customer that’s going to send you
referrals. Did you know that you have a 107% better chance of converting
a referral into a client than a cold call or a prospect?
Dealer chat software also helps
you to convert a higher amount of your leads and website visitors into
customers—into sales. Studies show that the primary reason a car shopper
goes to your dealer website is to view vehicle inventory, determine
pricing and find out where you’re located. Automotive live chat helps
car shoppers turn their visit to your website into a productive search
because your live chat operator can act as the guide that leads them
to the answers to their questions. A live chat service is equivalent
to having a GPS system in a car because the live chat service walks
the customer step-by-step to the answers they are searching to obtain
on your website.
Using a live chat solution
allows you to take a more proactive approach to communicating with your
potential customers by creating more interaction between you and your
customers. Proven chat process services can convert six out of ten sales
chats into car sales leads. These six leads typically become closed
business at a rate that is two to three times higher than when dealerships
purchase or obtain automotive leads from a third party.
proof of how effective a live chat service can be is all in the sales
numbers. According to the National Automobiles Dealers Association
(NADA), dealer websites generate a minimum of 50 auto sales leads per
month and approximately 15% of these automotive leads convert into sales.
When a live chat service became a part of the dealer websites, it increased
the number of the auto sales leads generated from the website by 50%.
These figures reflect auto sales leads and conversions from the dealer
website alone—without the added expense of buying third party leads.
This proves it is more cost effective and you have the ability to generate
higher quality leads from your own website than from outside lead sources.
Turns Your Automotive Internet
Marketing Way Up
Car Chat 24 is one of the most
cost and time effective ways to add value to your website visitors.
When prospects find value in your online efforts, they equate this to
a high value in your products and services. Everybody wants to work
with the best car dealership to find the perfect automobile for him
or her. Consumers demand high quality service and adding automotive
software provides a valuable form of communication between you and them
that integrates offline marketing efforts with your online efforts.
Makes You the Leader of
With the large number of dealer
websites customers have to choose from, why should they turn to your
website? With automotive live chat, your business continues operating
long after your competition closes their brick-and-mortar car dealerships
and their salespeople go home for the night. Car Chat 24 turns your
dealership into a 24/7 business that engages and welcomes site visitors,
helps visitors find specific information and expands your sales and
service efforts to outsell and outperform your competition. Live chats
also help to promote special sales events and provide post sales support.
This service gives you a competitive advantage that has your dealership
surpassing your competition long after they’ve closed up shop for
Customers that purchase vehicles
from you are still your customers. Remember, it’s much less expensive
to turn an existing customer into a repeat customer than it is to find
a new one. Automotive lead generation doesn’t stop contributing to
your sales after the sale of the car, but can also work to garner repeat
business. One option for interacting with your existing customers is
to setup your car chat as a means to schedule a service appointment
for their vehicle. This can be a money and timesaving tool for your
dealership and for your customers. When you provide quality service
pre- and post-sale, you’re gathering quality leads without spending
more money, and then you’re nurturing these leads without any added
expense. These types of leads and relationships are much more valuable
than cold leads you obtain from sources outside of your business.
Own List to Achieve the Best Results
It’s so important that it’s
worth repeating. Many dealers worry about the quantity of leads they
have rather than the quality. Statements such as, “Our email list
is small. There isn’t enough there to achieve the results we want,”
or “We’d rather spend money on buying a list of leads than waiting
to capture enough of our own,” are often heard.
Marketing professionals all
over the world cringe at these statements because it is always better
to focus your marketing efforts on gathering quality leads than it is
to buy leads or worry about the quantity of subscribers you have on
your mailing list. Think about it logically. Do you have a better chance
of making a sale to someone that chats with one of your representatives
online and hands over their name and email address or with a name and
email address you bought from a list broker? The answer is you double
your chances of making a sale to a qualified lead you generate from
your own website than a lead from a list--every time.
Focus on Building a Quality
Capturing quality auto sales
leads and building a quality email list takes time, but you can speed
up the process by adding automotive software to your website. The time
and small investment required to add Car Chat helps to build your mailing
list because it creates a high quality list that provides the most benefits
with the least amount of risk.
Steps to Attract More Qualified Leads with
Car Chat 24
Make ContactAtOnce between
you and your visitors readily available. Announce the live chat service
to your visitors on every page of your website, in your email messages,
on the transactional pages of your website (forms pages) and on the
invoices given to customers by your service and parts departments.
When you use your automotive
live chat as a personal automobile shopper, it allows you to guide the
online car shoppers to find the new and used vehicles they’re looking
for based on the inventory you have. Not only does this allow you to
gather high quality leads—consumers looking for the products you have
to offer—but it also presents an opportunity to provide superior customer
service to help car shoppers make educated decisions on the purchase
of their next auto.
You can also put your automotive
live chat and dealer services on autopilot. When visitors come to your
website, you can set your live chat service up to automatically greet
the visitor to let them know that a real, live person is available to
assist them with their needs. It’s similar to inviting a guest into
your home. When they knock on your door, do you open the door and greet
them with a warm welcome or do you leave them standing on the porch?
Make your online visitors feel
welcome by giving them the royal treatment. Use your Site Live service
to offer exclusive online savings and deals. It’s a great way to gather
information on the visitors to your site and it’s a great way to reengage
existing customers that are visiting your site as well.
Reengage old customers. When
you make a sale, your automotive marketing does not end there. You can
also use a live chat service to reengage customers that haven’t conducted
business with you recently. You can create a special campaign targeting
previous customers to get them to come back and do business with you
again. Send them a special offer on the purchase of a new vehicle or
for a service on their existing vehicle. Encourage them to find out
more by visiting your website and utilizing your online Car Chat 24
to schedule an appointment for service or get an answer to their question.
Surveys are another great way to garner the attention of, obtain a response
from and drive old customers back to dealer websites.
Existing customers that purchased
a vehicle from you in the past, but are not in the market to buy another
vehicle, are probably in the market to maintain and purchase parts for
their existing vehicle. This is where CarChat24 can come in handy as
well. When your live chat operator services extend to assisting do-it-yourself
customers to find and order a part they need to repair or perform maintenance
on their vehicle, in a few minutes time, you have reengaged the customer,
made a sale and provided such a high level of customer service that
you have probably ensured a customer for life.
You can use these three techniques
to start building a higher quality lead list—organically and without
having to turn to a third party to buy auto sales leads of poor quality.
Quality beats quantity because it creates better conversion rates when
you’re communicating with visitors to your website that have an interest
in what you have to offer.
Dealer Websites and Live Chat Support Go Hand in Hand
While purchasing a vehicle
is a tangible purchase, it tends to be a very emotional decision for
customers to make. Site Live chat services help connect your sales people
with customers—allowing the consumers to connect emotionally with
the person behind the sale. When a visitor lands on your website, they
are your target market, which means they are a high quality lead for
your business. It’s a prime opportunity for you to capture this lead
and then work toward converting it into a sale, which is business and
money for your dealership. Dealer chat software works to engage visitors
to your website right way. It allows you to capture valuable information
about the visitor and their needs so you can then funnel them into the
correct line of business—a vehicle purchase, to schedule a service
appointment or buy a part.
The bottom line is car dealerships
use live car chat to stop losing 98% of their website visitors by capturing
a higher quality lead and to boost sales.
You can use live chat for a
variety of reasons:
Offer a higher level
of service than your competitors—out sell your competition
Double you website
car sales leads and auto sales
Offer more to your
customers for less time and less money
In the end, automotive live
chat software is an automotive lead generation, customer service and
sales tool all wrapped up into one cost-effective automotive Internet