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In regards to analytics and reporting, yes we can track individual performance. Depending on the type of chat (i.e. sales vs. service) the consumer for sales is more likely to convert off of the website. Wherein, the rep might offer a coupon to their phone, or a credit application link. We also have unique URL tracking system via car.now, which lets me know how many times the consumer based off of their IP address has gone back and visited the site.

What I take from that number is if it is low something tells me their either not engaged, or they are not getting the information they are looking for. That said, we have the option to engage with them sending them an offer, which pops up on the screen. This is a lot of work. And I am not going to write here and tell you we do this every day. BUT, it is an option.

Lastly, on the P.S. very true - there are chats every month that simply ask hours, or for an email or if we will give a car away for a prom haha.