More and more car shoppers today — about 80 percent according to a recent global study by Accenture — are turning to the Internet for their research before coming into the dealership. Because of this change in the modern consumer’s behavior toward online research, dealerships are starting to use live chat to add a personal touch and easier navigation to their website’s user experience. Over the past few years of using live chat, many dealerships have seen increasingly positive results in customer satisfaction, lead generation, and sales. To find out what contributes to successful automotive live chat, we asked a few dealerships and an automotive group currently using managed chat services to give us the inside scoop about their experience with chat and what has been the secret to their success:
AutoSuccess & DealerELITE are both designed to keep the view from the sales floor front and center in everything we do, and we've come up with an exciting new way to accomplish this. Our new Dealer Panel gives voice to dealers, GMs and sales professionals to share their experiences — sales techniques, new technologies and ways to motivate staff — giving our readers the benefit of their experiences.
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