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ActivEngage Dealer Chat Software

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Recent webinar with Cory Mosley & ActivEngage on how to effectively use chat software to increase dealership internet sales.

Recent webinar with Cory Mosley & ActivEngage on how to effectively use chat software to increase dealership internet sales.

Published in: Automotive, Technology, Business

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Transcript

  • 1. Are You Chatting??? Chat your Way to Automotive Sales
  • 2. Agenda
    • Should you do it yourself or outsource it
    • What are customers chatting about
    • How to create and manage a successful chat program
    • Sales impact with chat
  • 3. Fun Statistics
    • We handle over 125,000 chat per month
      • The Average Dealer handles 150
      • So
      • It would take an average dealership over 69 years to handle the same amount of chat our VSA’s handle monthly.
  • 4. The Shift
    • Informational to Conversational
  • 5. Why Chat?
    • Solved a Problem
    • 12,000 Unique Visitors
    • 300 Leads
    • 11,700 Missed Opportunities
  • 6. Connecting With Site Visitors
  • 7. Connecting With Site Visitors
    • Proactive Engagement
    • Passive Engagement
  • 8. Connecting With Site Visitors
    • Right Messaging Right Time
  • 9. Connecting With Site Visitors
    • 5 Second Rule
    • Average Chat Length is ____ Minutes
  • 10. Connecting With Site Visitors
    • I don’t mean to interrupt
    • Would you like assistance with that
    • We have additional information on that vehicle if you would like it
    • Are you looking for new or pre-owned?
  • 11. Connecting With Site Visitors
    • Imbedding the Keywords into the Offer
    • Only Way to Establish SEM ROI
  • 12. Connecting With Site Visitors
    • High Probability Pages
    • Alert System
  • 13. Connecting With Site Visitors
    • Fixing Holes in Your Site Process
  • 14. Modify Your Sales System
  • 15. What People Want From Chat
    • Availability
    • Incentives, Special Deals & Pricing
    • Equipment
    • Service/Parts
  • 16. What You Need For Chat
    • Dedicated Staff
    • 100 Words Per Minute
    • Conversational and Customer service oriented staff
  • 17. Modify Your Sales System
    • Steering the conversation
    • Two Option Sales Approach
    • Banking Concept
  • 18. Modify Your Sales System
    • Transition from Chat to Phone
  • 19. Increase Your Site Conversion
  • 20. Increase Your Site Conversion
    • Repeat Site Visitors
    • Trend Spotting with Chat
    • Chat to Sales Metrics
  • 21. Four Step Conversion Process
    • Establish Rapport
    • Steer the Conversation
    • Give options
    • Provide Information
  • 22. Management Oversight
    • Chat Reviews
    • Process Improvements
    • Real-Time Chat Monitoring with Whisper
    • Conversational Adjustment
  • 23. Repeat Site Visitors
    • Relational Management
  • 24. Trend Spotting in Chat Sessions
    • Keywords
    • Click Paths
  • 25. Chat to Sales Metrics
    • 3-4% Website Visitors Engage in a Conversation
    • 75%-90% 3 Point Data Capture
      • Full Name
      • Email
      • Phone
    • Extended Data
      • Product of Interest
      • Trade Information
  • 26. Processing Data
    • Real Time Data Capture
    • Process and Act
  • 27. Prospect Next Step
    • Chat to Email
    • Chat to Phone
    • Chat to Appointment
  • 28. Service / Parts
    • Book Service Online
    • Provide Service / Parts Information
    • Improved CSI
  • 29. Convergence of Technology
    • Email Marketing
    • Online Newsletters
    • MicroSites
    • Banner Ads
    • Video
  • 30. The Future
    • Social Media
  • 31. Sales Impact with Chat
    • 3000 Unique Visitors
    • 30-50 Leads Per Month
    • 2950 Anonymous Opportunities
    • 85-115 Chat Per Month 3%-4%
    • 72-96 Additional Leads 80%
  • 32. The Future
    • Extended Data
      • Lead Scoring
      • DMS Integration
  • 33. DMS Integration
    • Real Time One to One Experience
    • Advanced ROI Reporting
  • 34. Demo
  • 35. Question
  • 36. Todd Smith [email_address]