Are You Chatting??? Chat your Way to Automotive Sales

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

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

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.

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.

The Shift Informational to Conversational

Informational to Conversational

Why Chat? Solved a Problem 12,000 Unique Visitors 300 Leads 11,700 Missed Opportunities

Solved a Problem

12,000 Unique Visitors

300 Leads

11,700 Missed Opportunities

Connecting With Site Visitors

Connecting With Site Visitors Proactive Engagement Passive Engagement

Proactive Engagement

Passive Engagement

Connecting With Site Visitors Right Messaging Right Time

Right Messaging Right Time

Connecting With Site Visitors 5 Second Rule Average Chat Length is ____ Minutes

5 Second Rule

Average Chat Length is ____ Minutes

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?

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?

Connecting With Site Visitors Imbedding the Keywords into the Offer Only Way to Establish SEM ROI

Imbedding the Keywords into the Offer

Only Way to Establish SEM ROI

Connecting With Site Visitors High Probability Pages Alert System

High Probability Pages

Alert System

Connecting With Site Visitors Fixing Holes in Your Site Process

Fixing Holes in Your Site Process

Modify Your Sales System

What People Want From Chat Availability Incentives, Special Deals & Pricing Equipment Service/Parts

Availability

Incentives, Special Deals & Pricing

Equipment

Service/Parts

What You Need For Chat Dedicated Staff 100 Words Per Minute Conversational and Customer service oriented staff

Dedicated Staff

100 Words Per Minute

Conversational and Customer service oriented staff

Modify Your Sales System Steering the conversation Two Option Sales Approach Banking Concept

Steering the conversation

Two Option Sales Approach

Banking Concept

Modify Your Sales System Transition from Chat to Phone

Transition from Chat to Phone

Increase Your Site Conversion

Increase Your Site Conversion Repeat Site Visitors Trend Spotting with Chat Chat to Sales Metrics

Repeat Site Visitors

Trend Spotting with Chat

Chat to Sales Metrics

Four Step Conversion Process Establish Rapport Steer the Conversation Give options Provide Information

Establish Rapport

Steer the Conversation

Give options

Provide Information

Management Oversight Chat Reviews Process Improvements Real-Time Chat Monitoring with Whisper Conversational Adjustment

Chat Reviews

Process Improvements

Real-Time Chat Monitoring with Whisper

Conversational Adjustment

Repeat Site Visitors Relational Management

Relational Management

Trend Spotting in Chat Sessions Keywords Click Paths

Keywords

Click Paths

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

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

Processing Data Real Time Data Capture Process and Act

Real Time Data Capture

Process and Act

Prospect Next Step Chat to Email Chat to Phone Chat to Appointment

Chat to Email

Chat to Phone

Chat to Appointment

Service / Parts Book Service Online Provide Service / Parts Information Improved CSI

Book Service Online

Provide Service / Parts Information

Improved CSI

Convergence of Technology Email Marketing Online Newsletters MicroSites Banner Ads Video

Email Marketing

Online Newsletters

MicroSites

Banner Ads

Video

The Future Social Media

Social Media

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%

3000 Unique Visitors

30-50 Leads Per Month

2950 Anonymous Opportunities

85-115 Chat Per Month 3%-4%

72-96 Additional Leads 80%

The Future Extended Data Lead Scoring DMS Integration

Extended Data

Lead Scoring

DMS Integration

DMS Integration Real Time One to One Experience Advanced ROI Reporting

Real Time One to One Experience

Advanced ROI Reporting

Demo

Question

Todd Smith [email_address]