Dealers with Quick Response on Mobile Chat See Better Lead Success - AutoSuccessOnline

Dealers with Quick Response on Mobile Chat See Better Lead Success

More consumers are moving toward using chat as their preferred way of communicating with businesses.

Did you know waiting even an hour to respond to a chat can cost you 25% of your leads?

More consumers are moving toward using chat as their preferred way of communicating with businesses. According to a recent national survey, more than half of all Americans prefer to message rather than call a business, and six out of 10 reported an increase in their business messaging.

Buyer Response Time (minutes)

To capitalize on these trends, dealers are posting their inventory to online and mobile markets that utilize chat messaging. There are a variety of digital tools to aid dealer and buyer engagements but a key driver of dealer success is how quickly they respond to chat leads. 

Data gathered from our dealer network demonstrates how dealers can use chat technology to help keep more leads. Data shows that many dealers are underestimating the value of being responsive in chat.

The Buyer/Dealer Median Response Time chart shows that lead quality deteriorates rapidly as the dealer response rate slows. Dealers who respond to leads within one minute enjoy high lead retention, however dealers who take over an hour to respond lose 25% of their leads and the remaining leads’ response time drops drastically. Dealers who wait longer than 24 hours to respond will on average lose 77% of their leads.

Dealers (names abbreviated)

Interestingly, dealers vastly overestimate how quickly they respond. Our sample response times chart shows that most dealers believe they are answering inbound inquiries in about an hour, though in reality it is between six and eight hours. This will typically cost them 40-60% of their leads.

What can you do about this? There are several key things dealers should implement to take advantage of their chat features:

  • Assign a dedicated chat leads manager to make sure inbound chats to your team are answered and assigned in a timely manner.
  • Make good first impressions by being helpful and courteous when responding to inquiries.
  • Be upfront and set expectations if you don’t immediately have an answer to a question. Let the customer know that you will get back to them shortly.
  • Track your response rates and make improvements as necessary.

Steven Woody – Director of Sales for Offerup

You May Also Like

The Power of OEM Window Stickers: A Must-Have for Every Used Car Dealer

OEM window stickers detail a vehicle’s features, aiding buyers in making informed decisions and helping dealers boost sales by showcasing every car’s full value.

couple buying car in dealership-stock

Imagine this: You're about to make one of the biggest purchases of your life. You're excited, but you want to be sure about what you're buying. That's where OEM window stickers come in, and here's why they're a game-changer for both dealers and customers.

Think about it. A car isn't just a way to get from A to B; it's an investment, often the second biggest one we make. Customers need to know exactly what they're investing in. OEM window stickers give them that information, detailing everything about the car, from engine size to interior features. It's like the car's resume, showing off all its skills and experience.

Are You Ready for AI to Drive Auto Lease and Finance?

Discover how AI is revolutionizing the automotive finance and lease industry, improving customer experience and detecting fraud.

Where Dealers and Lenders See Opportunities in Automation

The integration of artificial intelligence and advanced data technology has emerged as a competitive strategy for many dealers and lenders.

4 KPIs to Improve Automotive Sales Phone Lead Management

Learn how to streamline operations, enhance customer interactions, and drive higher conversions by mastering these critical metrics.

How Auto Retailers Leverage Advanced Connected Vehicle Data

Learn about real-time inventory management solutions, predictive analytics and the seamless integration of technology to optimize operations.

Other Posts
Why Today’s Auto Dealers and Lenders are Embracing AI Contracts

Learn how automated technology solutions, leveraging AI and digitized processes streamline vehicle transactions.

Identifying Gaps in Digital Retailing Solutions & 5 Easy Fixes
Live Chat Revs Up Automotive Marketing in 2024

Discover strategic shifts, like prioritizing digital marketing with live chat, to engage customers effectively and drive sales.

Live Chat Revs Up Automotive Marketing in 2024
The Myths and Truths Behind Artificial Intelligence

Learn how AI enhances efficiency and productivity in business settings, creates new job opportunities and promotes ethical practices.

Navigating Title Clerk Transitions

Discover solutions for dealership title clerk shortages to avoid backlogs and ensure smooth vehicle sales and registration processes.

Navigating Title Clerk Transitions