Dealer Chat Services and Process

[Greg Schafer]

We are doing some chat research and wondered what everyone was using. Positives? Negatives? Are you handling the chat in house? Increase in leads? Thank you.

 

[Alexander Lau]

There are tons of threads on the subject here and at Automotive Digital Marketing and DrivingSales?

 

[craigh]

Gubagoo.
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[Jeff Kershner]

Gubagoo.
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Not sure I totally agree with that.

@Alexander Lau pointed you to some great threads, but it's a topic worth discussing again.

@Greg Schafer - what are you looking to achieve from chat? That's a loaded question, I know. Take some time to really think about it.... looking forward to your response.

 

[Greg Schafer]

Not sure I totally agree with that.

@Alexander Lau pointed you to some great threads, but it's a topic worth discussing again.

@Greg Schafer - what are you looking to achieve from chat? That's a loaded question, I know. Take some time to really think about it.... looking forward to your response.

Jeff, we want to give the customer another option for communicating through our website for sales and/or service. We have a new BDC Service agent who can handle chats as well as an already established BDC Sales agent.

 

[ChrisR]

Jeff, we want to give the customer another option for communicating through our website for sales and/or service. We have a new BDC Service agent who can handle chats as well as an already established BDC Sales agent.

For the price, I do agree with Gubagoo. They have managed chat, and give dealers the option to jump into any chat that is occurring, as long as you are signed into their site & hear the 'Ding' when the request from the Gubagoo agents send it out.

 

[George Nenni]

For those tracking chat providers in Google Analytics, have you had issues with Gubagoo consistently firing Events. I often find Gubagoo conversion rates are lower than their competitors, and when I monitor in Realtime in GA, they don't always fire?

 

[lsams15]

We have Gubagoo and Activengage. I am not a fan of the way that Gubagoo answers the chats. Activengage seems to do a little better. We do chat takeover in a couple of our dealerships with Activengage and it seems to be going better than when we had Activengage answering all the chats.

 

[CarlAutofusion]

In terms of value, its' hard to beat Gubagoo but as lsams15 pointed out, some dealers don't like the way Gubagoo answers chats because they try to maximize leads. If you're willing to pay more, you can bring the chats in-house or some outsourced bdc services also do managed chat.

 

[Macaha24]

I'd be interested to know about the best chat options as it relates to service?