In his book, Customers for Life, Carl Sewell says to MEASURE EVERYTHING. So how do you measure how well your team is doing with live chat? For many dealers handling chat in-house, ‘measuring chat’ means tracking the number of chat conversations and…

Strong relationships are similar to spider webs, especially in the auto industry. Multiple threads are must to build an effective web for business – or spiders. If you want to build long-term success in car sales, you have to recognize that these relationships start with one tiny thread, and by creating additional threads through rapport and nurturing with quality customer care,…

I recently helped a friend celebrate his retirement by choosing which new car to purchase for his next chapter in life. As it turns out, his purchase mirrors a national trend that shows ‘baby boomers’ are purchasing more new cars than younger buyers. According to a study by the…

Some say that a dealer doesn’t need overnight chat operators because some research shows that only 10 percent of dealership web traffic occurs between midnight and 8 am. They estimated that with a 3 percent chat rate that would extrapolate to only 15 chats per month with 5,000 visitors. Here’s why even if those figures are accurate,…

Research indicates that buyers will only visit about three dealerships IN PERSON before taking delivery of their new car, but they may shop dozens online. How do you make sure your store is one of the few they visit? Connect with them using a live chat support software solution 24 hours a day, seven days a week.…