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Issue that I see is that while the vendor may suck at times... so may the person working at the dealer.

I sold cars and worked at the dealer, so don't take this as an insult by any means but... sometimes the person at the dealer answering that chats also sucks.

So it is a matter of training, not whether chat after hours is good or bad.

There is another issue beyond training, and that is how much is the dealer willing to pay for chat. We are in the industry of "negotiating for negotiating" and not asking the right questions. When you agreed to pay for 24/7 answered chat for $299/month did you really think that made sense? We sell full service chat, and without disclosing pricing so JK doesn't scream fault for promoting my services I want to point out that dealers ask me all the time if the people answering chats are U.S. based. My answer is simple: "Do you think we can afford to pay anyone n the U.S. based on the numbers we agreed upon today?"

There is a balance between cost and service, and that is what you need to figure out (this biz title way too much towards cost upon signing then suffer the consequences of poor service). But I completely disagree with JK that the questions should be whether chat after hours is valid.

Good chat after of doing hours is valid, and that is what you need to find.