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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.

Published in: Automotive, Technology, Business
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ActivEngage Dealer Chat Software

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

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