Dealer Chat Presentation


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Recent dealer chat webinar presentation for DealersEdge covering how to leverage live chat at your dealership to actively engage and sell more dealership website shoppers. Car chat is fast becoming the best way to connect with shoppers while they are on your website.

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  • Average dealer does 16 seconds 20% chat abandonment rate
  • View detailed information about your online shopper before a conversation even begins Relate to your customer for a more personal experience When shoppers land on your website, you can see: Are competitors on your site? Amount of time spent on your site The pages viewed and in what order How shoppers got to your site How do you know if your website shoppers are local to you? Geo-targeting feature allows you to pin point shoppers location Are shoppers true “prospects” or someone just trying to keep their local dealer honest?
  • Dealer Chat Presentation

    1. 1. ⓒ 2010 ActivEngage Inc. All Rights Reserved.
    2. 2. Are You Chatting??? How to use Live Chat to turn dealership website visitors into actively engaged showroom buyers
    3. 3. The Shift <ul><li>Informational to Conversational </li></ul>
    4. 4. Why Chat? <ul><li>Solves a Problem </li></ul><ul><li>5,000 Unique Visitors </li></ul><ul><li>150 Leads </li></ul><ul><li>4,850 Missed Opportunities </li></ul>
    5. 5. Why Chat? 4,850 Missed Opportunities
    6. 6. Simple Math <ul><li>Total Visitor Count </li></ul><ul><li>Minus Out Leads Generated From Your Site </li></ul><ul><li>Take Anonymous Visitor Total Multiply 3% (.03) </li></ul><ul><li>Take The Number of Chat Multiply 10% (.10) </li></ul><ul><li>Increase Sales </li></ul>
    7. 7. Webinar Agenda <ul><li>Connecting with Site Visitors </li></ul><ul><li>Modifying your Sales System </li></ul><ul><li>Increasing your Site Conversion </li></ul>
    8. 8. Connecting With Site Visitors
    9. 9. Connecting With Site Visitors <ul><li>Passive Engagement </li></ul><ul><li>Proactive Engagement </li></ul><ul><li>Personalized Proactive Engagement </li></ul>
    10. 10. Connecting With Site Visitors <ul><li>Right Messaging Right Time </li></ul>
    11. 11. Connecting With Site Visitors <ul><li>5 Second Rule </li></ul>
    12. 12. Connecting With Site Visitors <ul><li>Minutes </li></ul>
    13. 13. 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>
    14. 14. Connecting With Site Visitors <ul><li>High Probability Pages </li></ul><ul><li>Prospect Alert System </li></ul>
    15. 15. Connecting With Site Visitors <ul><li>Fixing Holes in Your Site Process </li></ul>
    16. 16. Modify Your Sales System
    17. 17. Modify Your Sales System <ul><li>Dedicated Staff </li></ul><ul><li>Active Listening </li></ul>
    18. 18. Modify Your Sales System <ul><li>Steering the conversation </li></ul><ul><li>Two Option Sales Approach </li></ul>
    19. 19. Shopper Questions <ul><li>Availability </li></ul><ul><li>Pricing Questions </li></ul><ul><li>Rebates & Incentive Information </li></ul><ul><li>Service Related Conversations </li></ul>
    20. 20. Modify Your Sales System <ul><li>Transition from Chat to Phone </li></ul>
    21. 21. Increase Your Site Conversion
    22. 22. 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>
    23. 23. 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>
    24. 24. 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>
    25. 25. Trend Spotting in Chat Sessions <ul><li>Keywords </li></ul><ul><li>Click Paths </li></ul><ul><li>GEO-IP </li></ul>
    26. 26. Real-Time Shopper Data
    27. 27. Live Demonstration
    28. 28. Chat to Sales Metrics <ul><li>2-4% 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><ul><ul><li>Appointment Set </li></ul></ul>
    29. 29. Processing Data <ul><li>Real Time Data Capture </li></ul><ul><li>Process and Act </li></ul>
    30. 30. Prospect Next Step <ul><li>Chat to Email </li></ul><ul><li>Chat to Phone </li></ul><ul><li>Chat to Appointment </li></ul>
    31. 31. Service / Parts <ul><li>Book Service Online </li></ul><ul><li>Provide Service / Parts Information </li></ul><ul><li>Improved CSI </li></ul>
    32. 32. Typical Dealership Breakdown <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>
    33. 33. Case Study - Robert Manrique
    34. 34. 3 Questions <ul><li>How long have you been using Chat at Warren Henry? </li></ul><ul><li>What key benefits does Chat delivery for your stores? </li></ul><ul><li>How do you work the lead once a Chat conversation is sent to your CRM? </li></ul>
    35. 35. The Future <ul><li>Mobile Phone Chat </li></ul>
    36. 36. The Future <ul><li>Combining Chat with Video </li></ul>
    37. 37. DMS Integration <ul><li>Real Time One to One Experience </li></ul><ul><li>Advanced ROI Reporting </li></ul>
    38. 38. Question
    39. 39. Todd Smith [email_address]