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Get More Out of Your Live Managed Chat Service

Car dealerships have discovered that live managed chat windows on their websites are powerful tools for capturing more lead information and improving their sales, but you can get more out of it if you know how to use it. Below are a handful of tips for optimizing your live managed chat service that can leave your customers happy and your leads converting into sales.

Encourage your sales people to monitor operator conversations and get involved when they have a spare moment, or to passively keep an eye on it while they work on other projects like emailing previous clients or following up on leads. If they see an opportunity, such as a conversation where supplying detailed pricing information looks like it could clinch a test drive booking, they should be able to introduce themselves.

This goes for every kind of lead, but make sure your sales team follows up with online leads in a timely manner. For example, the chat service offered by a company like Gubagoo operates 24/7, taking phone calls and online inquiries outside of your business hours. If a customer wants to start negotiating below the MSRP, the operator will collect their phone number or email address and pass it along to the dealer’s salespeople. From there, it’s up to your team to respond before that lead simply takes its business elsewhere, which usually only takes a matter of hours. A great salesperson won’t just respond with the bare minimum information, either, they’ll also include additional information that could be valuable to the customer like incentives for that particular product.

Your chat service also needs to have integrated behavioral analytics, not just because it sounds like advanced technology, but because it has a positive impact on lead conversion and customer satisfaction. Behavioral analytics such as the BEAST system implemented by live chat company Gubagoo tailor the information provided to customers to their tastes, according to the products and services on your website that have attracted their attention. It targets promotions and also ranks anonymous web traffic based on their return rate and viewing time to determine whether or not they are serious buyers. If they are, operators are alerted and they take the initiative to begin a conversation and offer their help. Knowledge is power and behavioral analytics are your key to knowledge about the people who visit your website. Customers are sick of ads in a world with more spam than ever before; when you want to reach out and make a connection, make sure you’ve got something valuable to offer. To find out more about the power of behavioral analytics systems visit and start tailoring your content to capture leads.

Finally, don’t neglect parts and services on your website – while warranty work may not be much of a money-maker, regular service changes that, and your customers are more likely to return to you for off-warranty work when they know they can get reliable customer service and honest answers. Make sure parts and service are part of your inventory integration process and that there’s a script for pushing parts and services queries toward booking an appointment. This part of your business is also one of the better ways you have of maintaining a positive relationship with your clientele in-between their purchases. Managed chat should help you satisfy your customer’s demands and foster a better relationship between you; get more leads and happier customers by maximizing its features.

By Jayvee Fernandez

Jayvee Fernandez is a tech enthusiast and sitting Techbology Editor for The Philippine STAR.

He is also an EAN certified SCUBA Diver and underwater photographer based in Metro Manila, Philippines. His photos and videos have appeared in various international and local publications including Random House Germany, Discovery Channel Canada, and CNN.

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