Contact at Once ==UPDATE==
Overall, an excellent experience. With results that are slighty better than I had hoped.
We learned to quickly to go for the contact info right out of the gate, but, you ask for 1st name ONLY (anything more makes them uncomfortable), then work your way to the phone number. This one just came in:
Transcript:
[3:50:54 PM]<Cindy Sales Rep>Hello, I am Cindy, May I have your 1st name and how may I help you?
[3:51:31 PM]<Customer> Hi I’m Susan
[3:51:53 PM]<Cindy Sales Rep>hello Susan
[3:52:24 PM]<Customer> Does the silver G6 have a sunroof?
[3:52:42 PM]<Cindy Sales Rep>hold on and I will check
[3:54:19 PM]<Cindy Sales Rep>I dont believe this one does but im sure we have one that does
[3:55:02 PM]<Customer>Thank you
[3:55:08 PM]<Cindy Sales Rep>would you like to give me your number and I can check.
[3:56:45 PM]<Cindy Sales Rep>would you be interested in looking at this one anyways
[4:21:57 PM]<Customer> yes, Im interested in low mileage,but cant afford more than this amount. My number is 315-477-xxxx.
[4:23:45 PM]<Cindy Sales Rep> Calling you now!
[4:23:14 PM]<Customer>bye
If you look at the time stamps, 20 mins elapse between IMs. When you stay patient, you can see that the shopper keeps the chat window open while shopping and finally "hits the wall" and wants help.
The shopper is in full control of the shopping experience and the Chat tool becomes an "ice breaker" for a person to person connection.
