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

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#51
December (Week 2) 1st through the 14th

Total Unique Visitors: 1375
Total Website Leads without Chat Leads: 52
Lead Conversion % without Chat Leads: 3.7%
Total CarChat24 Leads/Appointments/Queries: 25
Total Conversion % with Chat Leads: 5.6%
Total Lead Conversion % increase: 51%
 
#52
EXCELLENT NEWS.

All of Bill's Chat lead traffic has come without hurting his email lead volume.

Pre-chat, 2 month Baseline email lead to visitor ratio: 3.6%

2 weeks with chat:
email lead to visitor ratio: 3.8%
chat lead to visitor ratio: 1.7%
TOTAL lead to visitor ratio: 5.5%

Thats damn good news. Cross that off my worry list...
 
#53
Joe, you must not trust me. I told you all of these things :). Cars.com, Carsdirect.com, and our database of over 6,000 dealers using CAO this holds true. As a matter of fact there is no cannibalism of any kind. It is an addition to what you are currently getting. That is why chat is so cool. You weren't getting this customer before. These are the people that were silently shopping on your site and leaving.

Now, if you add the drop in with a phone number on it we see a dramatic increase in phone calls.
 
#54
Week 1

Total Unique Visitors: 1863
Total Website Leads without Chat Leads: 111
Lead Conversion % without Chat Leads: 5.95%
Total CarChat24 Leads/Appointments/Queries: 42
Total Conversion % with Chat Leads: 8.21%
Total Lead Conversion % increase: 37%

Week 2
Total Unique Visitors: 2010
Total Website Leads without Chat Leads: 121
Lead Conversion % without Chat Leads: 6.01%
Total CarChat24 Leads/Appointments/Queries: 41
Total Conversion % with Chat Leads: 8.05%
Total Lead Conversion % increase: 34%

Combined

Total Unique Visitors: 3873
Total Website Leads without Chat Leads: 232
Lead Conversion % without Chat Leads: 6.0%
Total CarChat24 Leads/Appointments/Queries: 83
Total Conversion % with Chat Leads: 8.13%
Total Lead Conversion % increase: 35.5%


 
#55
Notice:

Unfortunately due to an issue with the Younger Toyota website, they will no longer be participating in this case study.

This problem caused the lead and conversion numbers to be inaccurate for 6 days, and no longer usable in this study.

Stephanie, Thank you for attempting to participate, and understanding that the data must be accurate.

Note: We still have 3 dealers remaining in the study, and will be posting results weekly and monthy :)
 
#56
bsutherlin said:
Combined

Total Unique Visitors: 3873
Total Website Leads without Chat Leads: 232
Lead Conversion % without Chat Leads: 6.0%
Total CarChat24 Leads/Appointments/Queries: 83
Total Conversion % with Chat Leads: 8.13%
Total Lead Conversion % increase: 35.5%
Click to expand...

EXCELLENT CHAT NEWS CONTINUES.

All of bsutherlin's Chat lead traffic has come without hurting his email lead volume.

Pre-chat, 2 month Baseline email lead to visitor ratio: 5.8%

2 weeks with chat:
email lead to visitor ratio: 6.0%
chat lead to visitor ratio: 2.1%
TOTAL lead to visitor ratio: 8.1%

Adding Chat is PLUS business! Very Nice.
 
#58
Below is all of the data through the 14th combined by dealer to make it easier to compare the results. We will be adding data weekly, and monthly with sales results, plus more information everyone will find useful. Keep an eye on this thread, and feel free to ask some questions

14 days of CarChat24 Case Study through 12-14-09

Henkel Auto Group (Dodge Chrysler Jeep) Battle Creek, MI
Total Unique Visitors: 1375
Total Website Leads without Chat Leads: 52
Lead Conversion % without Chat Leads: 3.7%
Total CarChat24 Leads/Appointments/Queries: 25
Total Conversion % with Chat Leads: 5.6%
Total Lead Conversion % increase: 51%

2 Months of data before adding CarChat24 fully staffed 24/7 live chat support
Henkel Auto Group (Dodge Chrysler Jeep) Battle Creek, MICHIGAN (Bill)


September
Unique Visitors: 2995
Leads: 109
Conversion: 3.6%
Sales: 18
Closing: 16.5%

October
Unique Visitors: 2956
Leads: 103
Conversion: 3.5%
Sales: 10
Closing: 9.7%

­­­­­­­­­­­­­_____________________________________________________________

14 days of CarChat24 Case Study through 12-14-09

Sutherlin Nissan (GA)
Total Unique Visitors: 3873
Total Website Leads without Chat Leads: 232
Lead Conversion % without Chat Leads: 6.0%
Total CarChat24 Leads/Appointments/Queries: 83
Total Conversion % with Chat Leads: 8.13%
Total Lead Conversion % increase: 35.5%

2 Months of data before adding CarChat24 fully staffed 24/7 live chat support

Sutherlin Nissan Mall of Buford, GEORGIA (Brett)
September
Unique Visitors 8834
Leads 521
Conversion 5.9%
Sales 144
Closing 27.7%

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

_____________________________________________________________________________

14 days of CarChat24 Case Study through 12-14-09

Mercedes Benz of Southampton, Southampton, NY
Total Unique Visitors: 839
Total Website Leads without Chat Leads: 9
Lead Conversion % without Chat Leads: 1.1%
Total CarChat24 Leads/Appointments/Queries: 12
Total Conversion % with Chat Leads: 2.5%
Total Lead Conversion % increase: 127.3%

2 Months of data before adding CarChat24 fully staffed 24/7 live chat support

Mercedes Benz of Southampton, NEW YORK (Amy)
September
Unique Visitors 2655
Leads 26
Conversion .98%
Sales 11
Closing 42.3%

October
Unique Visitors 2654
Leads 35
Conversion 1.3%
Sales 9
Closing 25.7


P.S. We are almost done with our CarChat24 flash demo. Click on the link below to see it. I would appreciate any feedback from the forum.
http://www.carchat24.com/media/demo/index.html


 
Last edited:
#60
JoePistell said:
EXCELLENT CHAT NEWS CONTINUES.

All of bsutherlin's Chat lead traffic has come without hurting his email lead volume.

Pre-chat, 2 month Baseline email lead to visitor ratio: 5.8%

2 weeks with chat:
email lead to visitor ratio: 6.0%
chat lead to visitor ratio: 2.1%
TOTAL lead to visitor ratio: 8.1%

Adding Chat is PLUS business! Very Nice.
Click to expand...



Joe

After the 2 month case study is complete, I know it will be clear to everyone that they are missing a lot of sales opportunities if they don't offer live chat support on their site. Currently it is a major advantage over your competitors to have chat, but eventually dealers will need to have it to remain competitive, because nearly everyone will have it. When that time comes it will boil down to who has the most complete coverage, and the best conversion % of traffic to leads.
 
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