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

Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
Shereef,

Sorry, "Dead end chats" are chats that produce no contact info (ideally name and phone#).
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%.


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Last edited:
Nov 3, 2009
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Dave
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]
 
Nov 3, 2009
23
0
0
First Name
Dave
[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]
 

Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
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


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Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
Great stats Shereef. As always, great job on each of these case studies. Looking forward to the breakdown numbers.
Thanks Jeff

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



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Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
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%
 
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Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
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%

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Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
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%

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Shereef

Refresher
Jul 24, 2009
183
9
18
First Name
Shereef
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!

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