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Are You Chatting???Are You Chatting???
How to use Live Chat to turn dealership website visitors into actively engaged showroom buyers
The ShiftThe Shift
Informational to Conversational
Why Chat?Why Chat?
Solves a Problem 5,000 Unique Visitors 150 Leads 4,850 Missed Opportunities
Why Chat?Why Chat?
4,850 Missed Opportunities
Simple MathSimple Math
Total Visitor Count Minus Out Leads Generated From Your Site Take Anonymous Visitor Total Multiply 3% (.03) Take The Number of Chat Multiply 10% (.10) Increase Sales
Webinar AgendaWebinar Agenda
Connecting with Site Visitors Modifying your Sales System Increasing your Site Conversion
Connecting With Site Connecting With Site VisitorsVisitors
Connecting With Site Connecting With Site VisitorsVisitors Passive Engagement Proactive Engagement Personalized Proactive Engagement
Connecting With Site Connecting With Site VisitorsVisitors Right Messaging Right Time
Connecting With Site Connecting With Site VisitorsVisitors 5 Second Rule
Connecting With Site Connecting With Site VisitorsVisitors
Minutes
Connecting With Site Connecting With Site VisitorsVisitors I don’t mean to interrupt Would you like assistance with that We have additional information on that vehicle if you
would like it Are you looking for new or pre-owned
Connecting With Site Connecting With Site VisitorsVisitors High Probability Pages Prospect Alert System
Connecting With Site Connecting With Site VisitorsVisitors Fixing Holes in Your Site Process
Modify Your Sales SystemModify Your Sales System
Modify Your Sales SystemModify Your Sales System
Dedicated Staff Active Listening
Modify Your Sales SystemModify Your Sales System
Steering the conversation Two Option Sales Approach
Shopper QuestionsShopper Questions
Availability Pricing Questions Rebates & Incentive Information Service Related Conversations
Modify Your Sales SystemModify Your Sales System
Transition from Chat to Phone
Increase Your Site Increase Your Site ConversionConversion
Increase Your Site Increase Your Site ConversionConversion Repeat Site Visitors Trend Spotting with Chat Chat to Sales Metrics
Four Step Conversion Four Step Conversion ProcessProcess Establish Rapport Steer the Conversation Give options Provide Information
Management OversightManagement Oversight
Chat Reviews Process Improvements Real-Time Chat Monitoring with Whisper Conversational Adjustment
Trend Spotting in Chat Trend Spotting in Chat SessionsSessions Keywords Click Paths GEO-IP
Real-Time Shopper DataReal-Time Shopper Data
Live Demonstration
Chat to Sales MetricsChat to Sales Metrics
2-4% Website Visitors Engage in a Conversation 75%-90% 3 Point Data Capture
Full Name Email Phone
Extended Data Product of Interest Trade Information Appointment Set
Processing DataProcessing Data
Real Time Data Capture Process and Act
Prospect Next StepProspect Next Step
Chat to Email Chat to Phone Chat to Appointment
Service / PartsService / Parts
Book Service Online Provide Service / Parts Information Improved CSI
Typical Dealership Typical Dealership BreakdownBreakdown 3000 Unique Visitors 30-50 Leads Per Month 2950 Anonymous Opportunities 85-115 Chat Per Month 3%-4% 72-96 Additional Leads 80%
Case Study - Robert Case Study - Robert ManriqueManrique
3 Questions 3 Questions
How long have you been using Chat at Warren Henry? What key benefits does Chat delivery for your stores? How do you work the lead once a Chat conversation is
sent to your CRM?
The FutureThe Future
Mobile Phone Chat
The FutureThe Future
Combining Chat with Video
DMS IntegrationDMS Integration
Real Time One to One Experience Advanced ROI Reporting
QuestionQuestion
Todd [email protected]
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