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What to Consider Before Deciding on an Automotive Live Chat Provider

October 31, 2011 - 1:51 am

You’ve made the executive (and might we say wise) decision to take the recommendations of other dealer chat users seriously and incorporate an automotive live chat function on your website. Maybe it was the idea of getting more quality car leads. Or, maybe it was the chance to capitalize on all of your website traffic and stop missing valuable opportunities. Whatever the reasoning, one thing is for certain: There are quite a few dealer chat providers available to choose from that offer quite a few different features, packages, and pricing. So, as a dealer, how are you to know which dealer chat service to go with?

Here are some things to consider in your search for the right Automotive Live Chat provider:


Do I Really Need Live Dealer Chat Services?

This is perhaps one of the most common questions that are asked. Even after dealers think that they’re on board with the idea, it’s only normal for them to second guess themselves. “Do I really need automotive live chat?” The answer to this question is based on your answers to these questions:

1. Do you have a dealership website?
2. Do you get phone calls from people regarding cars they see on your website?
3. Do you want to improve your conversion rate and stop missing out on opportunities?

…If your answer to any of these questions is “YES” then, you do need dealer live chat services to best optimize your website and take it from “good” to “great”.


Who Controls The Conversation?


Depending on the Dealer Chat provider, your salesmen or designated business development representatives may control the incoming chats.

A better alternative is a fully staffed provider with Automotive Live Chat agents, who are just as qualified to handle website conversations. They are trained in building rapport and gathering the pertinent information. These agents handle a live chat in such a way that does not pre-qualify customers or lead them in on false pretenses.

Additionally, allowing a third party to handle your website leads via live chat enables you to save a large amount of money on staffing your dealership with a team designated to handling chat leads. It also frees your staff to do what they do best; sell more cars. Some dealer chat providers even offer 24/7 live agent coverage – so, your website is open, even when your dealership is not.


Flat Fee or Performance Based Service?

Different Automotive Live Chat Providers offer different levels of service. They may bill you one monthly lump sum for all leads that come through your website. This works well for dealers that have a massive amount of web traffic each month. Dealer chat providers may charge you per dealer chat that is handled by a representative. This works well for those smaller scale dealerships that don’t get as much traffic, but still want to capture their website leads. There’s a third option that some providers offer, and it seems to make sense right along with the previous two: Performance Based Service.

With performance based dealer chat service, you are billed for only quality leads that are generated in which a method of contact is obtained, be it a phone number or e-mail address. This way, you aren’t paying for chat leads of customers who give falsified information or those who are just “messing around” on your website.

There are plenty of options for Automotive Live Chat services that can suit any dealership’s needs. There is no “right” or “wrong” answer. With any chat service you go with, just be sure you’re getting the most for your money, considering alternative options, and not ruling anything out until you learn as much as you can about the pros and cons of the dealer chat service options.

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