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Are You Chatting???Are You Chatting???

How to use Live Chat to turn dealership website visitors into actively engaged showroom buyers

The ShiftThe Shift

Informational to Conversational

Why Chat?Why Chat?

Solves a Problem 5,000 Unique Visitors 150 Leads 4,850 Missed Opportunities

Why Chat?Why Chat?

4,850 Missed Opportunities

Simple MathSimple Math

Total Visitor Count Minus Out Leads Generated From Your Site Take Anonymous Visitor Total Multiply 3% (.03) Take The Number of Chat Multiply 10% (.10) Increase Sales

Webinar AgendaWebinar Agenda

Connecting with Site Visitors Modifying your Sales System Increasing your Site Conversion

Connecting With Site Connecting With Site VisitorsVisitors

Connecting With Site Connecting With Site VisitorsVisitors Passive Engagement Proactive Engagement Personalized Proactive Engagement

Connecting With Site Connecting With Site VisitorsVisitors Right Messaging Right Time

Connecting With Site Connecting With Site VisitorsVisitors 5 Second Rule

Connecting With Site Connecting With Site VisitorsVisitors

Minutes

Connecting With Site Connecting With Site VisitorsVisitors I don’t mean to interrupt Would you like assistance with that We have additional information on that vehicle if you

would like it Are you looking for new or pre-owned

Connecting With Site Connecting With Site VisitorsVisitors High Probability Pages Prospect Alert System

Connecting With Site Connecting With Site VisitorsVisitors Fixing Holes in Your Site Process

Modify Your Sales SystemModify Your Sales System

Modify Your Sales SystemModify Your Sales System

Dedicated Staff Active Listening

Modify Your Sales SystemModify Your Sales System

Steering the conversation Two Option Sales Approach

Shopper QuestionsShopper Questions

Availability Pricing Questions Rebates & Incentive Information Service Related Conversations

Modify Your Sales SystemModify Your Sales System

Transition from Chat to Phone

Increase Your Site Increase Your Site ConversionConversion

Increase Your Site Increase Your Site ConversionConversion Repeat Site Visitors Trend Spotting with Chat Chat to Sales Metrics

Four Step Conversion Four Step Conversion ProcessProcess Establish Rapport Steer the Conversation Give options Provide Information

Management OversightManagement Oversight

Chat Reviews Process Improvements Real-Time Chat Monitoring with Whisper Conversational Adjustment

Trend Spotting in Chat Trend Spotting in Chat SessionsSessions Keywords Click Paths GEO-IP

Real-Time Shopper DataReal-Time Shopper Data

Live Demonstration

Chat to Sales MetricsChat to Sales Metrics

2-4% Website Visitors Engage in a Conversation 75%-90% 3 Point Data Capture

Full Name Email Phone

Extended Data Product of Interest Trade Information Appointment Set

Processing DataProcessing Data

Real Time Data Capture Process and Act

Prospect Next StepProspect Next Step

Chat to Email Chat to Phone Chat to Appointment

Service / PartsService / Parts

Book Service Online Provide Service / Parts Information Improved CSI

Typical Dealership Typical Dealership BreakdownBreakdown 3000 Unique Visitors 30-50 Leads Per Month 2950 Anonymous Opportunities 85-115 Chat Per Month 3%-4% 72-96 Additional Leads 80%

Case Study - Robert Case Study - Robert ManriqueManrique

3 Questions 3 Questions

How long have you been using Chat at Warren Henry? What key benefits does Chat delivery for your stores? How do you work the lead once a Chat conversation is

sent to your CRM?

The FutureThe Future

Mobile Phone Chat

The FutureThe Future

Combining Chat with Video

DMS IntegrationDMS Integration

Real Time One to One Experience Advanced ROI Reporting

QuestionQuestion

Todd Smithtodd@activEngage.com