Big Tom LaPointe's Blog (31)

Tips for measuring in-house chat performance

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…

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Added by Big Tom LaPointe on August 13, 2014 at 7:51am — No Comments

Live Chat isn't thinking outside of the box - it's a necessity

Adding Live Chat software or a hosted / managed chat option to your website doesn’t mean you have to think outside of the box - in fact it is another way to get more buyers INTO THE BOX! I’m sure in the 1930s having a phone was ‘new’ thinking, just like adding a website or dealership email address in the…

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Added by Big Tom LaPointe on April 29, 2014 at 11:30pm — No Comments

Become live chat star – five points of success

"...you can't just throw it on there and expect it to generate more sales leads or help you sell more cars"

When the internet began to commercialize in the late 90's, you could throw up a website with a few nice pictures and you were ahead of the competition. Then you had to add your inventory just to be competitive. The same is true with live chat on your website - you can't just throw it on there and…

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Added by Big Tom LaPointe on April 7, 2014 at 11:02am — No Comments

CarChat24 PRESENTED WITH 2013 DRIVINGSALES DEALER SATISFACTION AWARD

CarChat24 receives its third “Top Rated” Award for Dealer Satisfaction in the Chat Products Category

PALM HARBOR, Fla. - Jan. 24, 2014 -  CarChat24 - 24/7 Fully Staffed Chat & Advanced…

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Added by Big Tom LaPointe on January 24, 2014 at 11:30am — No Comments

Bad weather proves value of hosted website chat on your dealership website

As much of the nation is faced with another massive weather event that threatens to close commerce, many auto dealership staff members are staying home because the doors are shut at the store due to the storm or to care for children who can’t go to closed schools. So if your BDC or sales staff isn't at their desks, are they responding to…

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Added by Big Tom LaPointe on January 21, 2014 at 7:30am — No Comments

PRESS RELEASE: Jason Good Joins CarChat24 as VP Marketing and Alliances

Palm Harbor, Fla. - ChatLead.com, Inc. / CarChat24, a leader in 24/7 Staffed Auto Dealer Chat Support, and Dealer Chat Software as a Service, announced today the appointment of Jason Good as Vice President of Marketing and…

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Added by Big Tom LaPointe on December 30, 2013 at 2:30pm — No Comments

The holidays are one reason to add third party live chat operators

Making the decision to add live chat to your dealership website can be challenging, deciding to use a hosted service with outside operators can make it even bigger – even if it's only as a backup option. So, why worry about having a hosted live chat service now? Continued below graphic...…

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Added by Big Tom LaPointe on December 10, 2013 at 3:00pm — No Comments

Live chat is just one relationship starter in your dealership to build loyalty

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,…

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Added by Big Tom LaPointe on October 28, 2013 at 11:27pm — No Comments

Chat Success Tip: Establish chat operators, NOT SALESPEOPLE

It may seem a bit counterintuitive, but if an auto dealership wants to establish a successful website live chat program in-house, it is wise to position your chat staff as online operators, and NOT as internet salespeople. There are three reasons this strategy will help create live chat success:

  • Allows the operator an excuse to…
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Added by Big Tom LaPointe on October 21, 2013 at 11:35am — No Comments

AUTOMOTIVE NEWS: Buyers traveling farther to buy cars

It makes sense, and many dealers might suspect, that buyers are willing to travel farther for their car deal than in years past, and those suspicions have been confirmed - again. 

A follow-up study by Autotrader.com to their 2012 White Paper, Have Internet, Will Travel, confirmed this month that “two and a half times more car buyers traveled distances of 30+ miles to purchase a vehicle…

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Added by Big Tom LaPointe on October 21, 2013 at 10:30am — No Comments

STUDY: Seniors like hybrid cars for STATUS (just seniors???)

It may not come as a surprise, but paying extra bucks to “go green” in a hybrid car may pay off in self-esteem and image for older drivers, as well as give a healthy boost to the environment, according to a Baylor University…

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Added by Big Tom LaPointe on October 14, 2013 at 10:57am — No Comments

Does it REALLY matter if dealer chat vendors are “car people”?

I could just say 'yes' and make this the shortest blog post ever, but here is why it matters…not that you want the gang from the Used Cars movie in this photo helping you with your business, but having 'car people' involved makes a HUGE difference.

As a dealer, when you look at your DMS, your photo and/or inventory service, and even your website, are they handled by companies that are either well…

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Added by Big Tom LaPointe on October 8, 2013 at 12:31pm — No Comments

VIDEO: Porsche celebrates birthday with symphony of engines

Some companies celebrate their birthday with a coupon. Porsche put together this awesome video.

Porsche birthday press release:…

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Added by Big Tom LaPointe on October 2, 2013 at 9:30am — No Comments

Boost your dealer chat business plan with a strong strategy

An effective dealer chat strategy is a key puzzle piece for increasing leads and sales from dealership websites, and dealers continue to add chat to their portfolio of services – whether they opt for an in-house staff or hosted chat vendor.

The scary truth…

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Added by Big Tom LaPointe on September 23, 2013 at 9:30am — No Comments

ARTICLE: How carmakers are finding success using social media and other means to connect with buyers

In an interesting piece posted on the Automotive News website over the weekend, Diana T. Kurylko details how manufacturers are able to make real connections with buyers through Twitter, Vine and Instagram.

She points out…

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Added by Big Tom LaPointe on September 22, 2013 at 7:58pm — No Comments

Tips for choosing dealership live chat software

More and more auto dealers see the value of an effective live chat strategy for their website, and choosing the right software is critical to help…

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Added by Big Tom LaPointe on August 31, 2013 at 2:08am — No Comments

Boomers buy more new cars but use web, social media less than younger buyers

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…

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Added by Big Tom LaPointe on August 12, 2013 at 2:23pm — No Comments

Want live chat success in-house? Four tips to help you plan it, script it, work it

As dealers continue recognize the benefits of either hosted live chat or chat software on their automotive websites, many still feel using in-house staff to handle the chats is their best option. With some proper planning and…

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Added by Big Tom LaPointe on August 9, 2013 at 7:00am — 3 Comments

Want to EPIC FAIL with Live Chat? Try this…

There are numerous ways to build success into your live chat strategy, but if you want the ONE THING that is sure to guarantee embarrassment and failure (not to mention waste time and money), try this: make your guests give you contact information before you…

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Added by Big Tom LaPointe on August 3, 2013 at 12:49am — No Comments

Don't ignore CSI and end up like the dodo – or Mercury

CarChat Live helps dealers survive AutoWeek spotlighted the ’53 Mercury on their website, and it got me thinking how sad it is that such a storied brand has fallen by the wayside, and that dealerships that aren’t careful can also end up like the dodo bird or Mercury brand.

CSI is critical to SURVIVAL

One of the intangible benefits for our Live Chat products is that it can help guard your CSI. Not just the CSI the factory measures, but the one that has your customers posting…

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Added by Big Tom LaPointe on July 15, 2013 at 3:52pm — 2 Comments

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