Post on 22-Jan-2018
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HOW TO USE LIVECHAT TO IMPROVE SERVICE AND GENERATE SALES LEADS
LINDSAY MEADEMARKETING COORDINATORlmeade@dealermarketing.net214.224.0050 x.210
DARRELL AMYMARKETING STRATEGISTdamy@dealermarketing.net214.224.0050 x.101
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AGENDA
● What is Live Chat
● Why Live Chat is critical
● Benefits
● Best Practices
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WHAT IS LIVE CHAT?
The ability to instantly chat with a dealership representative through your website.
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WHY?
73%“Valuing their time” The most important thing
companies can do to provide good customer service.
Forrester 2015
36Average Age of a Network Admin
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CHANGING EXPECTATIONS
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IMPROVE SUPPORT AND REDUCE COSTS
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RESOLVE ISSUES IMMEDIATELY
7 MINThe time in which
millennials want service issues resolved.
Microsoft 2016 State of Services Report
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LIVE CHAT SERVICE INTERACTION DEMONSTRATIONwww.dealermarketing.net
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FEEDBACK
I am contacted on LiveChat multiple times a month.
We have closed several toner orders and 3 hardware deals directly from the contact through this app..
Being able to be connected on my phone and answer questions at 9 p.m. impresses clients
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GET REVIEWS
Drive Google Reviews and Net Promoter Score SurveysGet new social media followers
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INTEGRATE SOCIAL
Add LiveChat to your Facebook page
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GENERATE NEW SALES LEADS
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ADDITIONAL BENEFITS
Cross sell services to people who come to your website for support.
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LIVE CHAT SALES INTERACTION DEMONSTRATIONwww.dealermarketing.net
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CONVERTING WEBSITE VISITORS
Special ReportsWhite Papers
Buyer’s GuidesChecklists
Technology Strategy Review
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SALES BEST PRACTICES
1. Politely qualify the opportunity
2. Handoff to a sales rep
3. Offer a link to helpful information on your website
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INTEGRATE WITH YOUR CRM
Record chats in your CRM
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LIVECHAT BEST PRACTICES
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PREPARE YOUR STAFF
❏ Determine who will answer LiveChat requests❏ Set up processes for routing requests to the
appropriate department❏ Train your chat staff
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RESOLVE ISSUES QUICKLY
❏ Consider canned (pre-selected) greetings so your agents aren’t always typing the same messages
❏ Set clear expectations for how long you expect it to take to find a solution❏ Let them know how long they should expect to wait, what they are
waiting for and if you will need to transfer them to a specialist
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BE SIMPLE AND PRECISE
● Have alternate media at-the-ready● Sharing Youtube videos, blog articles, screenshots, etc.
will help you avoid spending time writing out lengthy responses and ultimately cut down on resolution time
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BE FRIENDLY
● Be cheerful● Be professional● Use honesty● Be empathetic● Be responsible