This document discusses secrets from analyzing 4 million live chat conversations to help improve online sales. It shows that live chats can turn online leads into showroom appointments. Key metrics include that 38% of Americans access the web from smartphones and top questions are about availability, pricing, rebates/incentives, trade-ins, and service. Top chat brands are Kia, Lexus, Hyundai, Chevrolet, and Nissan. Chats typically last 12-14 minutes and happen most when dealers are open. Benchmarks show names are obtained 93% of the time and contact info 80% of the time. The CEO of ActivEngage which provides the chat analysis is also listed.
The document discusses methods for analyzing material culture, documents, and quantitative data in historical research. It makes the following key points:
1) Historians must immerse themselves in primary and secondary sources to gain thorough context before formulating research questions. Questions should be open-ended and testable.
2) Researchers must authenticate sources by establishing their origins and credibility. Primary sources like records and relics require examining motivations and contexts.
3) Both traditional documentary analysis of sources and quantitative content analysis are useful, with the latter adding rigor. Historians interpret sources in their original contexts to draw defensible inferences.
This document provides 23 life hacks or strategies for managing one's time and daily activities more efficiently. Some of the hacks mentioned include only planning for 4-5 hours of real work per day, following the two-minute rule where tasks under two minutes should be done immediately, learning to focus instead of mythically multi-tasking, giving every task a deadline to improve productivity, and making lists to stay organized and on top of tasks. The overall document offers brief tips to help readers get more out of their time and be more productive in their daily lives and activities.
Presented by Kelly Holloway, Marketing Manager of ActivEngage on March 31st, 2014.
Learn what today's consumers don't want from your dealership when they are looking to buy a vehicle.
1. The document debunks five myths about live chat for car dealerships. It discusses how chat benefits all departments, not just sales, and can reach customers of all ages.
2. It also challenges the myths that chat is just a "set it and forget it" technology and that dealership staff are better chatters than managed chat services. The document argues chat requires oversight and management to convert leads effectively.
3. Data shown suggests managed chat services result in fewer engaged chats, more converted leads, and more walk-in appointments for dealerships than dealer-managed chat. The document aims to demonstrate the value of live chat for car dealerships.
4 Lead follow up fails and how to prevent them presentation
Presented on January 15th via Dealer Communications Webinar by Todd Smith, CEO and co-founder of ActivEngage.
This document provides lessons on effective goal setting and habit formation. It advises writing down goals to give them direction and sharing goals to create social pressure for accountability. Tracking goals daily without breaking the chain can form powerful habits through repetition. Focusing on process over outcomes, making goals achievable yet challenging, and accepting that small, continuous improvements lead to big results are keys to success.
1) Websites need to focus on connecting with more internet shoppers in 2012 by improving userability, testing pages for conversions, using tools to drive actions, and analyzing site usage.
2) Most website visitors (97%) leave without engaging, so dealerships need better ways to generate leads from their thousands of monthly unique visitors.
3) Testing website changes and tracking results can help optimize pages and conversions into leads, forms, chats, calls, or walk-ins.
The document discusses methods for analyzing material culture, documents, and quantitative data in historical research. It makes the following key points:
1) Historians must immerse themselves in primary and secondary sources to gain thorough context before formulating research questions. Questions should be open-ended and testable.
2) Researchers must authenticate sources by establishing their origins and credibility. Primary sources like records and relics require examining motivations and contexts.
3) Both traditional documentary analysis of sources and quantitative content analysis are useful, with the latter adding rigor. Historians interpret sources in their original contexts to draw defensible inferences.
This document provides 23 life hacks or strategies for managing one's time and daily activities more efficiently. Some of the hacks mentioned include only planning for 4-5 hours of real work per day, following the two-minute rule where tasks under two minutes should be done immediately, learning to focus instead of mythically multi-tasking, giving every task a deadline to improve productivity, and making lists to stay organized and on top of tasks. The overall document offers brief tips to help readers get more out of their time and be more productive in their daily lives and activities.
Presented by Kelly Holloway, Marketing Manager of ActivEngage on March 31st, 2014.
Learn what today's consumers don't want from your dealership when they are looking to buy a vehicle.
1. The document debunks five myths about live chat for car dealerships. It discusses how chat benefits all departments, not just sales, and can reach customers of all ages.
2. It also challenges the myths that chat is just a "set it and forget it" technology and that dealership staff are better chatters than managed chat services. The document argues chat requires oversight and management to convert leads effectively.
3. Data shown suggests managed chat services result in fewer engaged chats, more converted leads, and more walk-in appointments for dealerships than dealer-managed chat. The document aims to demonstrate the value of live chat for car dealerships.
4 Lead follow up fails and how to prevent them presentation
Presented on January 15th via Dealer Communications Webinar by Todd Smith, CEO and co-founder of ActivEngage.
This document provides lessons on effective goal setting and habit formation. It advises writing down goals to give them direction and sharing goals to create social pressure for accountability. Tracking goals daily without breaking the chain can form powerful habits through repetition. Focusing on process over outcomes, making goals achievable yet challenging, and accepting that small, continuous improvements lead to big results are keys to success.
1) Websites need to focus on connecting with more internet shoppers in 2012 by improving userability, testing pages for conversions, using tools to drive actions, and analyzing site usage.
2) Most website visitors (97%) leave without engaging, so dealerships need better ways to generate leads from their thousands of monthly unique visitors.
3) Testing website changes and tracking results can help optimize pages and conversions into leads, forms, chats, calls, or walk-ins.
The document discusses developing an inbound marketing strategy, noting that 97% of consumers leave websites without taking action and that inbound marketing will make up 75% of future marketing mixes. It highlights the importance of keywords, social media, website analytics, and content marketing to attract and engage customers through their online journey from initial search to purchase. Proper use of these inbound tactics can help drive more website visitors and influence purchases.
This document describes a chat solution for automotive dealership websites. It would engage visitors within 6 seconds of initiating a chat through a virtual assistant. The solution aims to convert more of the roughly 4,850 monthly missed opportunities at dealerships into leads and sales. It discusses features like customized invitations, translation, dedicated staff, prospect detection, mobile integration, and reporting to help conversions at various stages of the sales process.
Engaged: Deliver more qualified leads through your website360Converge, Inc.
Digital Dealer 11 presentation entitled: Engaged presented by Todd Smith CEO of ActivEngage. Learn powerful techniques to increase conversion on your website.
The document discusses strategies for improving website leads and conversions. It shows that the author increased their monthly leads from 200 to 1680 and site traffic by 300% in one year by testing campaigns. The document also provides tips on content marketing, social media marketing, and using tools like live chat for increasing engagement and conversions. It emphasizes the importance of ranking high in organic search results and of social influence for driving website traffic and sales.
This document discusses various aspects of social media including building trust and sharing content through personal and business pages on social networks. It highlights tools for monitoring social media conversations and trends. The recap sections emphasize using social media for community building, content delivery, and two-way conversation. Maintaining a strong reputation through high fan numbers and reviews is also mentioned. The overall focus is on how to effectively utilize different social media platforms to engage audiences and measure responses.
Live Chat for Dealerships Digital Dealer 9 Presentation360Converge, Inc.
Live chat can help dealerships increase website sales by converting more casual shoppers into ready to buy customers. ActivEngage is the leading provider of live chat software and services to the automotive industry.
Active Engage dealer chat brochure. If you are looking to increase your lead generation from your dealership website you might want to invest in live chat.
Here is a powerful 101 tips workshop presentation from Digital Dealer 8. Increase internet leads and sales for your dealership with these 101 tips and strategies.
Automotive dealerships that are looking to take their online conversation with website shoppers to the next level now can with real-time communication brought to you by ActivEngage.
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.
This document provides marketing tactics and strategies for an automotive dealership to blast their competition. It outlines both overall strategies like focusing marketing efforts and specific tactics for the website, search engine optimization, pay per click ads, email marketing, social media, and more. The goal is to give shoppers direction, make the shopping process easy, build trust, and engage customers through multiple online touchpoints to drive sales and choose the dealership over competitors. Analytics are also discussed to test what works best.
The document discusses strategies for optimizing pay-per-click advertising campaigns, including leveraging chat functionality and integrating with Google Analytics. It recommends focusing keyword selection on narrow, relevant terms rather than broad keywords with high competition. Combining chat and PPC can improve click-through rates, lower costs per click, optimize click paths, increase return on investment, and allow delivery of relevant content directly to shoppers on one's webpage.
The document discusses how automotive dealerships can use chat functionality on their websites to better connect with customers and increase sales. It recommends that dealerships proactively engage with site visitors through chat to solve problems, provide assistance, and steer conversations towards making purchases. Metrics show that chat can generate additional leads and sales beyond what the site normally produces. The document provides tips for modifying sales processes, monitoring chats, analyzing chat data, and integrating chat with other systems to close more deals.
Charging Fueling & Infrastructure (CFI) Program Resources by Cat PleinForth
Cat Plein, Development & Communications Director of Forth, gave this presentation at the Forth and Electrification Coalition CFI Grant Program - Overview and Technical Assistance webinar on June 12, 2024.
EV Charging at MFH Properties by Whitaker JamiesonForth
Whitaker Jamieson, Senior Specialist at Forth, gave this presentation at the Forth Addressing The Challenges of Charging at Multi-Family Housing webinar on June 11, 2024.
Understanding Catalytic Converter Theft:
What is a Catalytic Converter?: Learn about the function of catalytic converters in vehicles and why they are targeted by thieves.
Why are They Stolen?: Discover the valuable metals inside catalytic converters (such as platinum, palladium, and rhodium) that make them attractive to criminals.
Steps to Prevent Catalytic Converter Theft:
Parking Strategies: Tips on where and how to park your vehicle to reduce the risk of theft, such as parking in well-lit areas or secure garages.
Protective Devices: Overview of various anti-theft devices available, including catalytic converter locks, shields, and alarms.
Etching and Marking: The benefits of etching your vehicle’s VIN on the catalytic converter or using a catalytic converter marking kit to make it traceable and less appealing to thieves.
Surveillance and Monitoring: Recommendations for using security cameras and motion-sensor lights to deter thieves.
Statistics and Insights:
Theft Rates by Borough: Analysis of data to determine which borough in NYC experiences the highest rate of catalytic converter thefts.
Recent Trends: Current trends and patterns in catalytic converter thefts to help you stay aware of emerging hotspots and tactics used by thieves.
Benefits of This Presentation:
Awareness: Increase your awareness about catalytic converter theft and its impact on vehicle owners.
Practical Tips: Gain actionable insights and tips to effectively prevent catalytic converter theft.
Local Insights: Understand the specific risks in different NYC boroughs, helping you take targeted preventive measures.
This presentation aims to equip you with the knowledge and tools needed to protect your vehicle from catalytic converter theft, ensuring you are prepared and proactive in safeguarding your property.
Dahua provides a comprehensive guide on how to install their security camera systems. Learn about the different types of cameras and system components, as well as the installation process.
Charging and Fueling Infrastructure Grant: Round 2 by Brandt HertensteinForth
Brandt Hertenstein, Program Manager of the Electrification Coalition gave this presentation at the Forth and Electrification Coalition CFI Grant Program - Overview and Technical Assistance webinar on June 12, 2024.
The document discusses developing an inbound marketing strategy, noting that 97% of consumers leave websites without taking action and that inbound marketing will make up 75% of future marketing mixes. It highlights the importance of keywords, social media, website analytics, and content marketing to attract and engage customers through their online journey from initial search to purchase. Proper use of these inbound tactics can help drive more website visitors and influence purchases.
This document describes a chat solution for automotive dealership websites. It would engage visitors within 6 seconds of initiating a chat through a virtual assistant. The solution aims to convert more of the roughly 4,850 monthly missed opportunities at dealerships into leads and sales. It discusses features like customized invitations, translation, dedicated staff, prospect detection, mobile integration, and reporting to help conversions at various stages of the sales process.
Engaged: Deliver more qualified leads through your website360Converge, Inc.
Digital Dealer 11 presentation entitled: Engaged presented by Todd Smith CEO of ActivEngage. Learn powerful techniques to increase conversion on your website.
The document discusses strategies for improving website leads and conversions. It shows that the author increased their monthly leads from 200 to 1680 and site traffic by 300% in one year by testing campaigns. The document also provides tips on content marketing, social media marketing, and using tools like live chat for increasing engagement and conversions. It emphasizes the importance of ranking high in organic search results and of social influence for driving website traffic and sales.
This document discusses various aspects of social media including building trust and sharing content through personal and business pages on social networks. It highlights tools for monitoring social media conversations and trends. The recap sections emphasize using social media for community building, content delivery, and two-way conversation. Maintaining a strong reputation through high fan numbers and reviews is also mentioned. The overall focus is on how to effectively utilize different social media platforms to engage audiences and measure responses.
Live Chat for Dealerships Digital Dealer 9 Presentation360Converge, Inc.
Live chat can help dealerships increase website sales by converting more casual shoppers into ready to buy customers. ActivEngage is the leading provider of live chat software and services to the automotive industry.
Active Engage dealer chat brochure. If you are looking to increase your lead generation from your dealership website you might want to invest in live chat.
Here is a powerful 101 tips workshop presentation from Digital Dealer 8. Increase internet leads and sales for your dealership with these 101 tips and strategies.
Automotive dealerships that are looking to take their online conversation with website shoppers to the next level now can with real-time communication brought to you by ActivEngage.
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.
This document provides marketing tactics and strategies for an automotive dealership to blast their competition. It outlines both overall strategies like focusing marketing efforts and specific tactics for the website, search engine optimization, pay per click ads, email marketing, social media, and more. The goal is to give shoppers direction, make the shopping process easy, build trust, and engage customers through multiple online touchpoints to drive sales and choose the dealership over competitors. Analytics are also discussed to test what works best.
The document discusses strategies for optimizing pay-per-click advertising campaigns, including leveraging chat functionality and integrating with Google Analytics. It recommends focusing keyword selection on narrow, relevant terms rather than broad keywords with high competition. Combining chat and PPC can improve click-through rates, lower costs per click, optimize click paths, increase return on investment, and allow delivery of relevant content directly to shoppers on one's webpage.
The document discusses how automotive dealerships can use chat functionality on their websites to better connect with customers and increase sales. It recommends that dealerships proactively engage with site visitors through chat to solve problems, provide assistance, and steer conversations towards making purchases. Metrics show that chat can generate additional leads and sales beyond what the site normally produces. The document provides tips for modifying sales processes, monitoring chats, analyzing chat data, and integrating chat with other systems to close more deals.
Charging Fueling & Infrastructure (CFI) Program Resources by Cat PleinForth
Cat Plein, Development & Communications Director of Forth, gave this presentation at the Forth and Electrification Coalition CFI Grant Program - Overview and Technical Assistance webinar on June 12, 2024.
EV Charging at MFH Properties by Whitaker JamiesonForth
Whitaker Jamieson, Senior Specialist at Forth, gave this presentation at the Forth Addressing The Challenges of Charging at Multi-Family Housing webinar on June 11, 2024.
Understanding Catalytic Converter Theft:
What is a Catalytic Converter?: Learn about the function of catalytic converters in vehicles and why they are targeted by thieves.
Why are They Stolen?: Discover the valuable metals inside catalytic converters (such as platinum, palladium, and rhodium) that make them attractive to criminals.
Steps to Prevent Catalytic Converter Theft:
Parking Strategies: Tips on where and how to park your vehicle to reduce the risk of theft, such as parking in well-lit areas or secure garages.
Protective Devices: Overview of various anti-theft devices available, including catalytic converter locks, shields, and alarms.
Etching and Marking: The benefits of etching your vehicle’s VIN on the catalytic converter or using a catalytic converter marking kit to make it traceable and less appealing to thieves.
Surveillance and Monitoring: Recommendations for using security cameras and motion-sensor lights to deter thieves.
Statistics and Insights:
Theft Rates by Borough: Analysis of data to determine which borough in NYC experiences the highest rate of catalytic converter thefts.
Recent Trends: Current trends and patterns in catalytic converter thefts to help you stay aware of emerging hotspots and tactics used by thieves.
Benefits of This Presentation:
Awareness: Increase your awareness about catalytic converter theft and its impact on vehicle owners.
Practical Tips: Gain actionable insights and tips to effectively prevent catalytic converter theft.
Local Insights: Understand the specific risks in different NYC boroughs, helping you take targeted preventive measures.
This presentation aims to equip you with the knowledge and tools needed to protect your vehicle from catalytic converter theft, ensuring you are prepared and proactive in safeguarding your property.
Dahua provides a comprehensive guide on how to install their security camera systems. Learn about the different types of cameras and system components, as well as the installation process.
Charging and Fueling Infrastructure Grant: Round 2 by Brandt HertensteinForth
Brandt Hertenstein, Program Manager of the Electrification Coalition gave this presentation at the Forth and Electrification Coalition CFI Grant Program - Overview and Technical Assistance webinar on June 12, 2024.
Implementing ELDs or Electronic Logging Devices is slowly but surely becoming the norm in fleet management. Why? Well, integrating ELDs and associated connected vehicle solutions like fleet tracking devices lets businesses and their in-house fleet managers reap several benefits. Check out the post below to learn more.
Charging Fueling & Infrastructure (CFI) Program by Kevin MillerForth
Kevin Miller, Senior Advisor, Business Models of the Joint Office of Energy and Transportation gave this presentation at the Forth and Electrification Coalition CFI Grant Program - Overview and Technical Assistance webinar on June 12, 2024.
Expanding Access to Affordable At-Home EV Charging by Vanessa WarheitForth
Vanessa Warheit, Co-Founder of EV Charging for All, gave this presentation at the Forth Addressing The Challenges of Charging at Multi-Family Housing webinar on June 11, 2024.
1. Secrets of
4 Million
Live Chat
Conversations
Turn your website shoppers into active buyers and move them from online leads into
showroom appointments
14. Katie says @ 6:46:49 PM: Great Deposit to set
Hello letica. My name is Katie how can I help you? the tone of the chat -
letica says @ 6:47:07 PM: and Katie lets Letica
know that she is happy
looking to lease a nissan sentra
to help! Perfect way to
Katie says @ 6:47:31 PM: start a chat!
Excellent choice Letica. I'd be happy to help you today.
Katie says @ 6:47:40 PM:
Are you looking for any added options, or a certain color for your Katie takes control
Sentra? letica says @ 6:48:18 PM: by asking a
a white one and not sure about options yet...the advertisement for clarifying question
109 per month...which model is that? to narrow down
Katie says @ 6:49:37 PM: what the chatter is
looking for.
I'd be happy to have our Internet Sales Manager put together some
Sentra leasing options that work for that special.
Katie says @ 6:49:58 PM:
Once we have some Sentra options lined up, and the details for that
leasing special, what is the best email address to contact you at?
letica says @ 6:50:12 PM: Very good email
request. Its to the
leticia.schiano@ogilvy.com
point and specific to
the information the
shopper requested!
15. We always want to get
the last name - and
Katie says @ 6:50:46 PM:
using the email address
Thank you Leticia. And to verify, is your last to confirm the last name
name Schiano, like in your email? takes away the the
letica says @ 6:50:51 PM: customers ability to not
yes give us the name!
Katie says @ 6:51:26 PM:
Great, thank you. Have you had the chance to This is a very important
test drive a new 2011 Sentra yet? question! As one of our
Chat Standards - it is very
letica says @ 6:51:33 PM:
important to ask if the
not yet customer has test driven
Katie says @ 6:52:04 PM: the vehicle they are
All right, well I'd be happy to take you on a interested in. The answer
virtual test drive! It last about 90 seconds, so to this question helps the
let me know when it is finished. dealer understand how
close to purchase the
customer is. Great
question Katie!
16. PERFECT use of our ActivTestDrive! By
using this in the middle of the chat - this
gives Katie that extra time to fill in her lead
form, research the dealers site for any
Katie says @ 6:52:08 PM:
information that would be helpful to this
chat, and check in on her other chatters.
http://automotiontv.com/flash/automotion_player_lite.swf?id=4603&asset_id=11331&code=24
These Test Drive Videos are the perfect
letica says @ 6:53:29 PM: way to get our shoppers exciting about
thanks purchasing! And when we have excited
Katie says @ 6:53:58 PM: customers - we get full leads for our
dealers to help them sell vehicles!!!
You are welcome! I'd be happy to get
you in for a real test drive Leticia, and
you can meet with our Internet Sales
Manager to discuss the leasing offer!
Now Katie goes for the REAL test drive! After
the customer has seen the virtual test drive
and learned all about how the vehicle drives
and runs in a video - its only natural that the
customer now wants to come in and check it
out for themselves! The Test Drive Videos
are a great way to hook some appointments!
17. After giving the reasons for the
appointment request - its time
to actually ask for the
appointment with an Options
Oriented Question. Perfect
Katie says @ 6:54:20 PM: Appt request Katie!!!
Would you have sometime this week to stop in for a test drive
and meet with our Internet Sales Manager, or would the
weekend work better for you?
letica says @ 6:55:09 PM:
yes. i work right across the street at ogilvy
Katie says @ 6:55:24 PM:
Excellent! What day works best for you? Katie built a solid relationship with Letica by
GUIDING to contact information, then she
letica says @ 6:55:30 PM:
used the ActivTestDrive to get Letica excited
friday about getting a new car - This makes setting
the appointment a no brainer because the
customer WANTS to come in! Now all Katie
has to do is Narrow down the day and time!
Great work Katie!!!
18. Katie says @ 6:55:37 PM:
All right, and morning or afternoon?
letica says @ 6:55:45 PM:
afternoon around lunch time
Katie says @ 6:56:05 PM:
All right, how about Friday at 12:30?
letica says @ 6:56:11 PM:
sounds good
The appointment is set! Now its
Katie says @ 6:56:43 PM:
time to go for the phone number.
Great! Also, I'd like to have our Internet Sales By using the appointment
Manager that will be helping you on Friday call you confirmation, and to let the
to confirm this appointment, as well as introduce customer know who they will be
themself so you know who to ask for when you working with as reasons for the
arrive! phone - it helps the chatter
understand the benefit to giving
more contact information.
19. Katie says @ 6:56:59 PM: Awesome
What is the best phone number to confirm this phone request
appointment with you Letica? Katie!!!
letica says @ 6:57:36 PM:
212 259 5288
Katie says @ 6:58:24 PM:
http://www.nissanofmanhattan.net/staff.asp
Katie says @ 6:58:25 PM: And then to finish the chat with our
Thank you. We have a great Internet sales Signature Service! The perfect deposit
team - one of them will be in touch with you to give the customer that visual of who
shortly. If you happen to stop by sooner, please they might be working with. We always
ask for our Internet department. All the details of want to work in the 2 steps of the
our conversation will be with them! Signature Service by Sending a page
and by Giving the statement explaining
the department they will be working
with. GREAT use of Signature Service
Katie!!!
20. Katie says @ 6:58:36 PM:
Lastly, may I get your zip code? It helps us Zip code is important for
track our marketing efforts. Sales Chats good job here
Katie!
letica says @ 6:59:00 PM:
ok great. will i receive an email with the
lease offer details? my zip code is 10306
Katie says @ 6:59:31 PM:
Yes, our Internet Sales Manager will email
you as soon as possible.
Katie says @ 6:59:43 PM:
Is there anything else I can help you with
today?
letica says @ 6:59:52 PM:
ok great. and the number i provided is
daytime . 9 - 5 pm
letica says @ 7:00:02 PM:
no thank you. have a nice evening