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Forbes: Live chat is an integral part of marketing strategy

May 22, 2017 - 3:08 pm

The importance of live chat cannot be overstated’ – Steve Olenski / Forbes

Why do car dealers fear managed chat on their website?

Why do car dealers fear managed chat on their website?

It is surprising that even though live chat has been a resource to sell cars for more than a decade, there are still dealers doubt the potential. They will open with a full staff on Sundays and holidays with hopes to grab another few deals on the lot, while at the same time pass on boosting website leads as much as 50 percent or more.

Forbes contributor, Steve Olenski, wrote in Forbes last fall that, “the importance of live chat cannot be o restated”. He said that chat “helps increase customer satisfaction by making customers feel important while also providing additional benefits.”

He referenced a 2015 study from ZenDesk, which creates customer service software. Their research shows that live chat offers the highest customer satisfaction of any communication method, at 92 percent, even ahead of voice (88%). Surprisingly, Twitter was the lowest (77%), with Facebook (84%), Email (85%), and Web Forms (85%) a bit higher.

So if ZenDesk and Forbes publish that chat is a powerful communication tool, what rational reason do dealers have to hold out? Here are three typical reasons:

  • Actually, many dealers recognize they don’t have the best staff resources to handle it in-house
  • Dealers and managers are afraid to have third-party operators communicate with their customers
  • They’re still using rotary phones and carburetors on their vehicles (or would be)

CarChat24 chat operators are the best-trained in the industry. They are carefully recruited and meticulously trained. We evaluate their performance on 19 different metrics and relentlessly develop the next generation of software to help them create more leads.

We have sharpened our responses and during millions of chat conversations and thousands of leads for the sales, parts, and service departments. Call, chat, text or even Facebook message us today to schedule your quick web demo.

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