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I don't recommend that dealers take their own chats, unless they have trained, dedicated personnel working in a BDC type environment. Scripts need to be developed that produce results (Leads, Appointments). If a dealer chat rep is just answering questions and not using scripts he/she will not get a good percentage of leads. The whole name of the game is providing a pleasant support experience for the site visitor while extracting their info, or setting an appointment. There is no point in having live chat on your site unless you have carefully planned how you will use it to gain leads and sales, and have someone available to take the chats. It can actually be a negative to have a live support icon, and not actually have someone there to pick up the chat. Just some food for thought. Nothing works well without careful planning and developing proven processes that are followed. Live Chat can be a great lead conversion tool if used correctly.