- Mar 21, 2012
- First Name
BREAKING NEWS - Has anyone seen this on the news? Our dealer group recently partnered with an innovative company that offers lifelike humanoid robots that walk around and greet customers on our dealership lot 24/7 for only $500 /mo!
They sure try their best to help answer customers' questions, but ultimately we just want them to capture a customer's email and phone number so our salespeople can follow up with them after they've already left our lot. Now our salespeople get to focus on better things and not be bothered by helping active shoppers on our lot.
This story sounds absolutely ridiculous, right? But this is exactly what dealers are doing with live chat on their website.
Most dealers would agree their website is the online extension of their showroom. We wouldn't outsource the process of greeting and answering shoppers' questions at the dealership showroom, so why are we doing it on our online showroom?
Take control of your online messaging. Treat the online shopper like they are in your dealership showroom and answer their questions. Your closing rate will go up. Our dealership answered chats close at a rate of more than 2x as our outsourced managed chats.
It's easy to do; most chat platforms offer a hybrid platform that allows you to answer live chats when you're available to do so and then have the outsourced managed chat center answer when you're not available.
Have you taken control of your dealership messaging yet?
PS: This is obviously a parody and a story I posed to our dealer group to get them to realize how silly it is to miss out on the opportunity to help shoppers live on our online showroom.