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Yup. Leads are often sent by shoppers that can't find something on your website.   Evidence is everywhere, for new cars, replace stock pics with  real photos...  BAM... Less leads.  Change "call for price" with rich price info on your website.... BAM... Less leads. 


We wonder why so few shoppers ever answer leads.  It's becuase they never intended to get into a talk, they simply wanted an answer (to a question the website didn't deliver)  


Chat is a lead gen.  Look hard at your Chat transcripts.  It's loaded with shitty web UX questions.  Here's a 5yr old DR post that adds more insight.


Is Your Dealership Chat Used or Abused? http://www.dealerrefresh.com/dealership-chat-used-or-abused/


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"Search Helper Needed" = CRAPPY WEBSITE.