Does your car dealership website use live chat tool? should it be? Does this online tool help you sell more cars and schedule more service appointments, or does it set you up for disaster because no one at your dealership responds to online requests, or someone responds poorly to them? Is?
Today's modern consumer is looking for instant gratification. When it comes to buying a new car, or scheduling a service appointment, many people will turn to the website of a local dealership to find the information they need – and they often want answers now. Why wait several hours for an email response when they can quickly get the information they want using the live chat tool? It's an underlying good sense that the ability to talk to you online is a great tool to use at an automotive dealership website, but why did this service fail in its initial attempts?
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Many early live chat tools installed in automotive websites allow the consumer to click on an online dialog box and ask their question. Unfortunately, many times the consumer never got a response unless someone at the dealership was sitting at their computer and ready to respond immediately. After waiting a long time, they move to another competitor's website, and the dealership using the chat tool looks bad -- and potentially loses business. On the other hand, many a times when an employee at a dealership answers a live question, they do it poorly which drives the customer away. A great example would be an online customer who asked if the 2009 Nissan Altima was available in red, and the dealership replied that they had "none", when a better response would be "Yes, the Altima is available in red, and we Can get one of them for you. Can you come for a test drive tonight?" Better systems and better training have now addressed these issues and made live chat a better tool for car dealer websites.
New live chat support tool use modern technology to improve response times for an online query. When a person clicks the Online dialog box, the tool can figure out which employee's computer shows recent activity so that the query can be directed that way -- and ensure an immediate response. If the question is not answered quickly, the question can be redirected to the next person in line, and it can also be setup to be sent to a central response center, where the question can be sent on behalf of the equipment provider dealership. can respond, ensuring immediate response.
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While quick online response is important for a customer, the quality of the response is also of great concern. Training is now provided by most vendors on how to use their chat tools, and also how to respond with quality answers that not only answer the consumer's question, but provide them with options that can help them further.
Live chat is an invaluable tool for instantly connecting with your consumers online, and with the proper setup and better training, you can use the live chat tool on your website to sell more cars and schedule more service appointments.
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