So, we have ContactAtOnce! Chat on our VinSolutions website (as well as Autotrader) and we have their "Chat Receptionist" feature or staffed chat as you would call it.... But in my opinion, it is just not performing at all.
For Starters, Last month we received a total of 417 Total Internet Leads and delivered 44 Vehicles for a closing ratio of 11% (or if you take out the 107 duplicates an adjusted closing ratio of 14%). Of those 417 leads, 38 were Chat Leads. Of the 44 Sold..... ZERO were any from Chat. I've watched the script the Staffed Chat service uses and I think this may have a lot to do with it. I also understand that some of the chat leads may have already submitted a different lead type so they may not be receiving credit for the sale but I would think that out of the 44 Sales at least a few should be from chat.
Can anyone tell me by looking at these numbers or the anyalitics below if I am missing something or are they really just performing THAT BAD?
Also, if they ARE, who would you recommend as a replacement?
Here is the full stats off my ContactAtOnce! backend tool:
For Starters, Last month we received a total of 417 Total Internet Leads and delivered 44 Vehicles for a closing ratio of 11% (or if you take out the 107 duplicates an adjusted closing ratio of 14%). Of those 417 leads, 38 were Chat Leads. Of the 44 Sold..... ZERO were any from Chat. I've watched the script the Staffed Chat service uses and I think this may have a lot to do with it. I also understand that some of the chat leads may have already submitted a different lead type so they may not be receiving credit for the sale but I would think that out of the 44 Sales at least a few should be from chat.
Can anyone tell me by looking at these numbers or the anyalitics below if I am missing something or are they really just performing THAT BAD?
Also, if they ARE, who would you recommend as a replacement?
Here is the full stats off my ContactAtOnce! backend tool:
| Performance Summary | ||
| Category | Metric | Comments |
| Total Number of Chat Receptionist Requests | 79 | |
| Number Answered by Advertiser | 2 | |
| Net Number to Chat Receptionist Service | 77 | |
| Total Number Answered | 76 | |
| Answer % | 99 % | |
| Average Number of Messages | ||
| Average Duration [hh:mm:ss] | 0:11:50 | |
| # Customer Name Captured | 42 | |
| # Customer Telephone Captured | 27 | |
| # Customer Email Captured | 38 |
