1. Stop being a LURKER - join our dealer community and get involved. Sign up and start a conversation.
    Dismiss Notice

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

Discussion in 'Websites, SEO, SEM, Display, Social, Marketing' started by Shereef, Nov 10, 2009.

This forum sponsored by...
  1. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Joe

    I am proud of and happy to share these numbers :). Based on our last 3 months of data 67% of all sales chat queries we take result in a lead/appointment. 61% of the leads produced being Phone number leads (Client provided phone number, name, and about 80% also gave email). 31% of these leads were Email leads (Client would not provide phone number just email address). 8% were VIP appointments (Client committed to come into the dealership at a set date and time, and provided name, phone and email address). Of all the chats we take, Sales, Service, and Parts, 46% provide some sort of contact info or commit to an appointment. These are our current numbers, and we are working daily to improve them through review of our scripts, and review of all chats taken to insure our process is followed 100%.


    .
     
    Collapse Signature Expand Signature
    #211 Shereef, Aug 5, 2010
    Last edited: Aug 5, 2010
  2. This forum sponsored by...
  3. Dave Arnold

    Dave Arnold
    Expand Collapse
    Noob

    First Name:
    Dave
    Dealer or Company Name:
    Phaeton Automotive Group
    Joined:
    Nov 3, 2009
    Messages:
    23
    Likes Received:
    0
    Once again, I apologize for the delay in posting, however, I wanted to personally confirm the accuracy of the numbers tracked throughout the month.

    [FONT=&quot]July 2010 Toyota Town Case Study Results[/FONT]
    [FONT=&quot]Total Unique Visitors: 5049[/FONT][FONT=&quot]
    Total Website Leads without Chat Leads:[/FONT]
    [FONT=&quot] 103[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Lead Conversion % without Chat Leads: 2.04%[/FONT][FONT=&quot] [/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Total CarChat24 Leads/Appointments/Queries: 75[/FONT]
    [FONT=&quot]Total Conversion % with Chat Leads: 3.53%[/FONT]
    [FONT=&quot]Total Lead Conversion % increase: 73.04%[/FONT]
    [FONT=&quot]Total Website Sales without Chat Leads: 9[/FONT]
    [FONT=&quot]Total Chat Lead Sales: 1[/FONT]
    [FONT=&quot]Total Sales: 10[/FONT]
    [FONT=&quot]Website Sales % increase: 11%[/FONT]
     
  4. Dave Arnold

    Dave Arnold
    Expand Collapse
    Noob

    First Name:
    Dave
    Dealer or Company Name:
    Phaeton Automotive Group
    Joined:
    Nov 3, 2009
    Messages:
    23
    Likes Received:
    0
    [FONT=&quot]July 2010 Richmond Hill Toyota Case Study Results[/FONT]
    [FONT=&quot]Total Unique Visitors: 3892[/FONT][FONT=&quot]
    Total Website Leads without Chat Leads:[/FONT]
    [FONT=&quot] 41[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Lead Conversion % without Chat Leads: 1.05%[/FONT]
    [FONT=&quot]Total CarChat24 Leads/Appointments/Queries: 52[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Total Conversion % with Chat Leads: 2.39%[/FONT]
    [FONT=&quot]Total Lead Conversion % increase: 127.62%[/FONT]
    [FONT=&quot]Total Website Sales without Chat Leads: 4 [/FONT]
    [FONT=&quot]Total Chat Lead Sales: 2[/FONT][FONT=&quot][/FONT]
    [FONT=&quot]Total Sales: 6[/FONT]
    [FONT=&quot]Website Sales % increase: 50%[/FONT]
     
  5. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Dave - Maria

    Thank you for your participation in our Dealer Chat case study. I will be posting different breakdowns of the results over the next couple of weeks to let everyone see the data. Toyota Town had some turn over/staffing problems during the trial, so although we increased the leads substantially the sales numbers were not that strong....we can deliver the leads from the best source, but can't close the deals :). The other two Dealerships did very well, and saw nice increases in conversion and in sales. Keep an eye on this thread, as the data gets posted. Also feel free to comment or ask any questions


    .
     
    Collapse Signature Expand Signature
  6. Jeff Kershner

    Jeff Kershner
    Expand Collapse
    Founder

    First Name:
    Jeff
    Dealer or Company Name:
    DealerRefresh & Mercedes-Benz of Hagerstown
    Joined:
    May 1, 2005
    Messages:
    3,413
    Likes Received:
    893
    Location:
    Maryland
    Great stats Shereef. As always, great job on each of these case studies. Looking forward to the breakdown numbers.
     
    Collapse Signature Expand Signature
  7. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Thanks Jeff

    Will Start posting this coming week, as soon as I get back in from Vacation on Tuesday.



    .
     
    Collapse Signature Expand Signature
  8. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Below is the Dealer Chat case study results for Toyota of Irving 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 :)


    Toyota of Irving: Two months without CarChat24 24/7 Staffed Chat Support

    Feb 2010

    Unique visitors: 4370
    Web Leads: 94
    Conversion: 2.15%
    Sales: 24
    Closing 25%

    March 2010

    Unique visitors: 7409
    Web Leads: 219
    Conversion: 2.9%
    Sales: 42
    Closing: 19%


    Toyota of Irving: Two months with CarChat24 24/7 Staffed Chat Support


    Final numbers for June 2010 from Toyota of Irving:

    Total Unique Visitors: 3728
    Total Website Leads without Chat Leads: 87
    Lead Conversion % without Chat Leads: 2.33%
    Total CarChat24 Leads/Appointments/Queries: 62
    Total Conversion % with Chat Leads: 3.99%
    Total Lead Conversion % increase: 71.24%
    Total Website Sales without Chat Leads: 22
    Total Chat Lead Sales: 9
    Total Sales: 31
    Website Sales % increase: 41%

    July 2010 Case Study Results (Final)
    Total Unique Visitors: 4487
    Total Website Leads without Chat Leads: 154
    Lead Conversion % without Chat Leads: 3.43%

    Total CarChat24 Leads/Appointments/Queries: 92
    Total Conversion % with Chat Leads: 5.48%
    Total Lead Conversion % increase: 59.76%
    Total Website Sales without Chat Leads: 32
    Total Chat Lead Sales: 14
    Total Sales: 47
    Website Sales % increase: 43.75%
     
    Collapse Signature Expand Signature
    #217 Shereef, Aug 19, 2010
    Last edited: Aug 19, 2010
  9. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Below are the Dealer Chat case study results for Richmond Hill Toyota 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


    Richmond Hill Toyota: Two months without CarChat24 24/7 Staffed Chat Support

    March 2010

    Unique visitors: 3497
    Web Leads: 71
    Conversion: 2.03%
    Sales: 9
    Closing 12.68%

    April 2010

    Unique visitors: 3703
    Web Leads: 53
    Conversion: 1.43%
    Sales: 8
    Closing: 15.09%


    Richmond Hill Toyota: Two months with CarChat24 24/7 Staffed Chat Support


    Final numbers for June 2010 from Richmond Hill Toyota:

    Total Unique Visitors: 3154
    Total Website Leads without Chat Leads: 61
    Lead Conversion % without Chat Leads: 1.93%
    Total CarChat24 Leads/Appointments/Queries: 60
    Total Conversion % with Chat Leads: 3.84%
    Total Lead Conversion % increase: 99%
    Total Website Sales without Chat Leads: 9
    Total Chat Lead Sales: 5
    Total Sales: 14
    Website Sales % increase: 55.55%

    July 2010 Case Study Results (Final)
    Total Unique Visitors: 3892
    Total Website Leads without Chat Leads: 41
    Lead Conversion % without Chat Leads: 1.05%
    Total CarChat24 Leads/Appointments/Queries: 52
    Total Conversion % with Chat Leads: 2.39%
    Total Lead Conversion % increase: 127.62%
    Total Website Sales without Chat Leads: 4
    Total Chat Lead Sales: 2
    Total Sales: 6
    Website Sales % increase: 50%

    .
     
    Collapse Signature Expand Signature
  10. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Below are the Dealer Chat case study results for Toyota Town 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 combined data of all the dealers soon


    Toyota Town: Two months without CarChat24 24/7 Staffed Chat Support

    March 2010

    Unique visitors: 4320
    Web Leads: 53
    Conversion: 1.23%
    Sales: 6
    Closing 11.32%

    April 2010

    Unique visitors: 4624
    Web Leads: 79
    Conversion: 1.71%
    Sales: 9
    Closing: 11.39%


    Toyota Town: Two months with CarChat24 24/7 Staffed Chat Support


    Final numbers for June 2010 from Toyota Town:

    Total Unique Visitors: 4725
    Total Website Leads without Chat Leads: 99
    Lead Conversion % without Chat Leads: 2.10%
    Total CarChat24 Leads/Appointments/Queries: 63
    Total Conversion % with Chat Leads: 3.43%
    Total Lead Conversion % increase: 63%
    Total Website Sales without Chat Leads: 7
    Total Chat Lead Sales: 3
    Total Sales: 10
    Website Sales % increase: 42.85%

    July 2010 Case Study Results (Final)
    Total Unique Visitors: 5049
    Total Website Leads without Chat Leads: 103
    Lead Conversion % without Chat Leads: 2.04%
    Total CarChat24 Leads/Appointments/Queries: 75
    Total Conversion % with Chat Leads: 3.53%
    Total Lead Conversion % increase: 72.04%
    Total Website Sales without Chat Leads: 9
    Total Chat Lead Sales: 1
    Total Sales: 10
    Website Sales % increase: 11%

    .
     
    Collapse Signature Expand Signature
  11. Shereef

    Shereef
    Expand Collapse
    Refresher

    First Name:
    Shereef
    Dealer or Company Name:
    CarChat24
    Joined:
    Jul 24, 2009
    Messages:
    183
    Likes Received:
    9
    Below is the combined results for all 3 dealers who completed the 2nd CarChat24 Dealer Chat case study.

    Two previous months without CarChat24 24/7 Staffed Chat Support (All 3 dealers, total of 6 months combined data before chat)

    Total Unique visitors: 27,923
    Web Leads: 569
    Web Site Conversion: 2.038%
    Sales: 98
    Closing 17.22%


    Two months with CarChat24 24/7 Staffed Chat Support
    (All 3 dealers, total of 6 months combined data with chat)


    Total Unique Visitors: 25,035
    Total Website Leads without Chat Leads: 545
    Lead Conversion % without Chat Leads: 2.176%
    Total CarChat24 Leads/Appointments/Queries: 404
    Total Conversion % with Chat Leads: 3.79%
    Total Lead Conversion % increase: 74.12%
    Total Website Sales without Chat Leads: 83
    Total Chat Lead Sales: 34
    Total Sales: 117
    Website Sales % increase: 40.96%

    Combining all 6 months worth of data provided from our 3 case study participants shows everything clearly :) The numbers speak for themselves, but if anyone wants to see some different breakdowns posted, or has any questions please let me know.

    Note: There was not a drop in website conversion after adding our 24/7 staffed chat service, and an increase in leads of 74% with chat!

    .
     
    Collapse Signature Expand Signature

Share This Page

This forum sponsored by...