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Many of the conversations are not so much about navigation as it is a social experience. Peak times for incoming chats are during typical business hours. People are at work and can't talk on the phone or don't want to so they can be discreet.

It is a desire for affirmation that what they see is real and if the right conversation happens, real motivations are uncovered and that information helps the dealer team close the sale.

If you have the right team chat/messaging is very powerful to capitalize on those thousands of dollars and endless hours you have put into your marketing.