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Couldn't agree more with this.  I've always preferred chatting with online reps (that are actually real) as opposed to calling a company.  This usually eliminates the phone tree or the long hold times. 


I feel that there may be an opportunity for dealers to try to make better use of  website traffic that you have already paid thousands or tens of thousands of dollars to get there.  I'm speaking from my own perspective here.  My attitude was always get more traffic to the website and that will create more leads.  I'm thinking if I would have just tried to make better use of the traffic that was already there, I may have realized a better ROI.