Six Reasons Why Your Dealership Should Have Live Chat
- April 9, 2018
- Posted by: Kari Jones
- Category: Tips For Dealers
Live chat is an instant messaging tool which can be integrated on company websites. It allows customers to talk to you directly and receive an instant response. It is a service which is becoming increasingly popular for a number of reasons.
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Live Chat Allows You to be Proactive with Website Visitors
When customers enter your physical dealership, your strategy might be to ask visitors if they would like any help. Live chat does exactly the same thing on your website if you enable web chat boxes to pop up with a generic greeting.
As you will find with in-store customers, some will prefer to browse alone, while others may be grateful for the assistance. The feature offers a way of being proactive with customers, encouraging purchases without being pushy.
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It Will Improve Your Customer Service and Loyalty
Consumers have become impatient. Standard 9 to 5 operating hours are a thing of the past, and to bring your dealership into the future, you need to offer instantaneous responses, any time of day. If a customer wants to do something simple, like checking if a vehicle is in stock or booking a test drive, they do not want to have to wait. Booking appointments online is quick and convenient, not only for the customer but for you too.
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You Can Generate More Leads
According to Kissmetrics, between 10 and 50 percent of website users will engage with you if you have live chat, and this feature can generate four to eight times more leads. By providing a channel through which you can answer queries straightaway, you remove the opportunity for consumers to start looking elsewhere.
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It Will Help You Increase Conversions
Live chat is also an excellent tool to help you raise your conversion rate, because it offers a way for customers to engage with you casually, from the comfort of their home, in a no-pressure environment. This means that customers are likely to feel more at ease and it should be easier to build rapport. Once you have developed rapport with a customer, they will be more receptive to your suggestions and it should be easier to guide them towards making a purchase.
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You Can Discover Common Issues that Customers Have
Another excellent reason to install a web chat function is that you can record conversations. You can analyse chats at the same time to discover common problems which consumers have, which gives you the opportunity to improve your service.
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It Will Give You an Advantage Over Competitors
How many of your competitors offer 24/7 customer service? Imagine a consumer has narrowed down their choice of dealerships to yours and a competitor’s. If they leave an enquiry with both at the same time, but you have live chat, you could reply, turn the visitor into a lead and convert the sale before your rival has even had a chance to respond. On the other hand, if your competitor has live chat and you do not, you are the one with the disadvantage.
For more information about the benefits of live chat, get in touch today by emailing marketing@clickdealer.co.uk, calling 01782 478 220 or via our contact page.