How is chat most valuable for you?

[ilana.zur]

I'm doing some research and I was wondering what's the most valuable thing about chat for you? Is it mostly for leads, service, or customer experience? Maybe all?

No need to name specific vendors, just looking for general information!

Thanks in advance, DR community!

 

[john.quinn]

I think the "promise" of chat is chat's hybrid nature -- I can have phone-like discourse while maintaining the safety of my keyboard: instant gratification without the scary phone call.

I think chat CAN be a fantastic tool to assist clients through the process -- build trust and transparency while escorting clients into lower levels of the funnel.

Execution, however, is another story. Today, I wouldn't offer chat in my stores any more or less than I would have a phone that was unanswerable.

 

[Alexander Lau]

I'd go deeper than Tier-1, with tools like https://www.conversica.com/industry...net-lead-management-software-email-automation or any other qualified AI tool.

 

[kk1258]

I'd go deeper than Tier-1, with tools like https://www.conversica.com/industry...net-lead-management-software-email-automation or any other qualified AI tool.

Alexander Lau what are your thoughts when talking about the conversica tool? I have looked at the coversica product but it seemed expensive but then again you wouldnt really know its true cost till you tried and broke down your ROI. I definitely could see how you would get better response from the conversica AI person just because the consumer is actually getting the correspondence, its not just going to there SPAM folder. What kind of results have you heard of seen yourself with the conversica product?? I have had a nice lift in leads with our chat tool and looking at the cost and ROI breakdown it has work well for us.

 

[Alexander Lau]

Alexander Lau what are your thoughts when talking about the conversica tool? I have looked at the coversica product but it seemed expensive but then again you wouldnt really know its true cost till you tried and broke down your ROI. I definitely could see how you would get better response from the conversica AI person just because the consumer is actually getting the correspondence, its not just going to there SPAM folder. What kind of results have you heard of seen yourself with the conversica product?? I have had a nice lift in leads with our chat tool and looking at the cost and ROI breakdown it has work well for us.

Like any other tool and I agree with your ROI statement, it depends on your needs. I encouraged a dealer group, with 14 tops to use it, because their BDC people and salespeople weren't cutting it. Their closing rate increased by 5%, which is huge considering the number of cars they have on their lot(s), somewhere around 2,000.

That said, try and get a trial and test it out (if they still allow for it). If another form of AI or your current chat tool is working, hey stick with it.