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Free! 24/7 Live Dealer Chat Support, Staff, and Leads (Case Study 2 Months)

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#111
Below is the Dealer Chat case study results for Sutherlin Nissan Mall of Georgia showing two months of data before chat, and two months worth of data with CarChat24 providing 24/7 staffed live chat support. I will be providing some more information soon :)


Sutherlin Nissan Mall of GEORGIA: Two months without CarChat24 24/7 Staffed Chat Support

September 2009
Unique Visitors 8834
Leads 521
Conversion 5.9%
Sales 144
Closing 27.7%

October 2009
Unique Visitors 10,101
Leads 575
Conversion 5.7%
Sales 152
Closing 26.5%

Sutherlin Nissan Mall of GEORGIA: Two months with CarChat24 24/7 Staffed Chat Support


December 2009 Case Study Results Final
Total Unique Visitors: 8001
Total Website Leads without Chat Leads: 429
Lead Conversion % without Chat Leads: 5.37%
Total CarChat24 Leads/Appointments/Queries: 193
Total Conversion % with Chat Leads: 7.78%
Total Lead Conversion % increase: 44.87%
Total Website Sales without Chat Leads:112
Total Chat Lead Sales:27
Total Sales:139
Website Sales % increase: 24.1%

January 2010 Case Study Results Final
Total Unique Visitors: 9834
Total Website Leads without Chat Leads: 583
Lead Conversion % without Chat Leads: 5.93%
Total CarChat24 Leads/Appointments/Queries: 322
Total Conversion % with Chat Leads: 9.21%
Total Lead Conversion % increase: 55.57%
Total Website Sales without Chat Leads: 110
Total Chat Lead Sales: 39
Total Sales: 149
Website Sales % increase: 35.45%

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#112
Below is the breakdown of lead types for both months of the study for Sutherlin Nissan Georgia

Sutherlin Nissan Mall of GEORGIA: Two months with CarChat24 24/7 Staffed Chat Support (Sales Leads, Service and Parts Leads Data)


December 2009 Case Study Chat Lead Data

Phone # Sales Leads: 104
Email Address Sales Leads: 52
VIP Appointments: 5
Total Sales Leads: 161
Service and Parts Leads: 32
Total CarChat24 Leads/Appointments/Queries: 193


January 2010 Case Study Chat Lead Data

Phone # Sales Leads: 202
Email Address Sales Leads: 75
VIP Appointments: 7
Total Sales Leads: 284
Service and Parts Leads: 38
Total CarChat24 Leads/Appointments/Queries: 322

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#113
Below is the breakdown of lead types for both months of the study for Henkel Chrysler Jeep Dodge

Henkel Chrysler Jeep Dodge: Two months with CarChat24 24/7 Staffed Chat Support (Sales Leads, Service and Parts Leads Data)


December 2009 Case Study Chat Lead Data

Phone # Sales Leads: 28
Email Address Sales Leads: 11
VIP Appointments: 0
Total Sales Leads: 39
Service and Parts Leads: 21
Total CarChat24 Leads/Appointments/Queries: 60


January 2010 Case Study Chat Lead Data

Phone # Sales Leads: 56
Email Address Sales Leads: 29
VIP Appointments: 1
Total Sales Leads: 86
Service and Parts Leads: 21
Total CarChat24 Leads/Appointments/Queries: 107

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Dominion DMS
#115

Below is two months of combined data from both dealers before CarChat24, and two months of combined data from both dealers with CarChat24. The original website conversion is almost the same with and without chat, this answers the question (Wouldn't I be getting these leads anyway?). The increase in lead conversion percentages you see here proves that adding a quality professionally managed 24/7 chat service to your dealership website will increase your conversion by 50 to 60% minimum.


Sutherlin Nissan Mall of GEORGIA & Henkel Chrysler Jeep Dodge: Two months combined data without CarChat24 24/7 Staffed Chat Support (4 total months of data)


September 2009 & October 2009 without CarChat24

Unique Visitors 24,886

Leads 1,308

Conversion before chat 5.25%


Sutherlin Nissan Mall of GEORGIA & Henkel Chrysler Jeep Dodge: Two months combined data with CarChat24 24/7 Staffed Chat Support (4 total months of data)



December 2009 & January 2010 Combined Case Study Results with CarChat24

Total Unique Visitors: 25,074

Total Website Leads without Chat Leads: 1,252

Lead Conversion % without Chat Leads: 4.99%


Note: There is a 0.26% difference in conversion, this can be caused by many factors, but it is a minor difference compared to the increase gained from the chat leads.


Total CarChat24 Leads/Appointments/Queries: 682

Total Conversion % with Chat Leads: 7.71%

Total Lead Conversion % increase: 54.47%




In closing, the dealers in this case study had an average lead conversion increase of 54.47%, without any significant loss to their original conversion rate.



We see these type results from all of our clients, and this should be a wakeup call to any dealer that doesn't have live chat on their website. There is a better than 50% increase in lead conversion that can be cost effectively achieved


Anyone who would like to put their website to the test is welcome to try our 24/7 support service for 30 days free :)


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#116
CarChat24 New Case Study with 2 months Free 24/7 Support and Leads. Get signed up Now!


Attention Dealers without 24/7 fully staffed dealer chat! We are going to do another 2 month case study, and this time we would like to have U.S. and Canadian dealers. The terms and requirements would be the same as our last 2 month Dealer Chat Case Study (Please see below) . Post here on this thread if you want to participate, then send me an email with your contact info. We are looking for 1 to 3 dealers from the U.S. and 1 to 3 dealers from Canada. You can receive 2 months free 24/7 dealer chat support and leads on more than 1 site if you are part of a group, and have 2 to 3 sites that qualify. Participants will be considered for this study in the order of the requests received. We look forward to having another Great case study :)


CarChat24 will provide 2 months of free 24/7 fully staffed live dealer chat support, and the leads/appointments our service will produce.

What you can expect: A minimum of a 50 to 60% increase in your current website lead conversion. More Sales Leads, Sales Appointments, Service and Parts Leads. Professional staff that will proactively greet every website visitor and answer every chat request, as well as assist your visitors with their queries. An Increase in your Car and Truck Sales! All for free, but you must actively share your results here on the forum. We will use this data to publish in our case study.

Offer: Provide 24/7 Live Chat Support and Leads for Two Months to 3 to 6 DealerRefresh Forum Members (New forum members are welcome) for one or more of their websites in return for case study results to be posted on DealerRefresh weekly. Please let me know if you would like to participate. There is no obligation to continue service after the two months, and this is absolutely free.

Requirements:



  1. Must have at least a 10% documented closing average on the leads received currently from your website, and use a CRM to track results.
  2. Minimum of 3000 unique visitors monthly.
  3. Use all features of our service including instant text alert to cell.
  4. Provide and post current lead conversion percentages for the last two months. (March, April)
  5. After service starts post leads/sales weekly/monthly on the forum, with a monthly update showing previous lead conversion, and total lead conversion with CarChat24, as well as any sales that were a direct result of our service.
  6. Post your honest opinion of the service and any data that can be used in our case study, as well as any suggestions. Agree to allow us to use the data obtained to be published in our case study.
**The first dealers to respond that meet the above conditions, and are willing to share their data with the forum will receive our service absolutely free for two months.

This Case Study will not only be used for our publication, but also be used to educate dealers on the benefits of using a 24/7 fully staffed automotive live chat service on their website. We ask that whoever volunteers will be active on this thread and communicate regularly for the full two month period.


Thank you
 
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#117
Jeff Kershner said:
Great job with this Shereef. It's been interesting to watch this case study over the last few months. Looking forward to the combined results.

It's great to see a significant increase in conversion without a hit to a dealers conventional website leads. Different strokes for different folks -- Chat is another call to action and one that responds to this call to action might not be the same person that responds to "Get a Quote" "Value Your Trade" or "Call Us".

Bill and Brett, thanks for allowing everyone to view your results and for completing the case study. It is a shame the other 2 dealers that were initially on-board were not able to finish. Having 4 dealers show an increase on conversion with Chat on their site would had been even more compelling. Either way, this helps prove that if you have been shying away from a Chat service on your dealer website due to the concern of Chat merely decreasing leads from other forums/call to actions on your site and not resulting in an increase in leads overall..this is a great example to 2nd guess your concerns.

Kudos!! :thumbup:
Click to expand...

Jeff,

We have done many studies with dealer sites and 3rd party sites and every statistic we see offers no cannibalization of email and phone leads. Well, kind of....phone calls go up on every test and emails go down 1-3%. With the increase in 50 to 60% in leads you are more than ok with the 1/3%.

I almost didn't take the job with Contact At Once because I didn't think dealers would buy in and dealers wouldn't like the idea of exchanging the email and phone calls for chat. 2 years later and probably a thousand dealers later I could not have been more wrong.

The only time chat does not work is when you ignore it and don't answer the chats. Thats why the presence aware feature is so valuable. Shareef has done a great job with this study and I will stand behind these stats based on all of our data.

I actually have dealers calling me asking if we can cut back because they are getting 600 to 1000 leads a month. My response is "how many are you selling" and in almost every case with that amount the number is between 10 and 25 a month. They are paying less than $200 a month! Now thats ROI.

Good work Shareef!
 
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