How To Connect with Leads in Real-Time: the Moment of Truth
28
How To Connect with Leads in Real-Time: the Moment of Truth Ed Parkinson Contact At Once!
-
Upload
kpadealerwebinars -
Category
Technology
-
view
61 -
download
2
Transcript of How To Connect with Leads in Real-Time: the Moment of Truth
How To Connect with Leads in
Real-Time: the Moment of Truth
Ed Parkinson
Contact At Once!
Facebook.com/TKCarsites
@TKCarsitesinc
TK Carsites Social Networks
5 5
Connecting With Customers
In Every Moment of
Truth!
AutoDealerChat.com © 2011 Contact At Once! LLC, All Rights Reserved
For more information:
+1-866-358-3880 +44-(0)-1372-373969
6
Disruptive Technology
7
Stimulus ZMOT FMOT SMOT
Present in ZMOT
8
67%4%
25%
3%1%
67% Plan To Purchase a vehicle in the next 30 days
67% … Ready to purchase
within the next month
4% … Not currently in market
to buy a vehicle
25% … Ready to purchase
w/in the next 1-6 months
3% … Ready to purchase
w/in the next 7-12 months
1% … More than a year
Source: Cars.com Dealer Chat Consumer Survey, 2009
9
More Connections
Typical Conversion Increase
But Buying A Car Isn’t
a Straight and Narrow Path
10
Stimulus
ZMOT
The Car Buying Process is Like
a Meandering Path
11
?
?
?
?
?
Help Shoppers Navigate
the Path
12
Text
Chat
Call
Chat
13
The 5 “Be’s” of ZMOT
Be
Found
Be
Engaged
Be
Relevant
Be Metric
Driven
14
Facebook and Social Media
The Shopping Path In the Real World
OEM Websites Tier 1 & Tier 2
(Kia, Chrysler, Toyota, etc.)
Dealers Websites
Peers
Print Ads
Listing Sites
15
Actual
Dealer
Website
Dealer
Website
Dealers without
Presence Dealers with
Presence
Actual
Dealer
Website
16
763 million chat users worldwide
248 million chat users worldwide
17
Add a Photo
The ‘Net Goes Mobile
18
Google Engage:
19
20
Nielsen reports that beginning in 2008, text
messaging surpassed phone usage as the
primary method of communication
In 2010, text messaging exceeded
phone calls by more than a third.
Code to Chat/SMS
21
Send Text
972-919-0239
Presence Awareness
22
Note that the peaks occur during the work day: Workers are shopping,
but don’t want to announce that fact to their co-workers!
Relative distribution of chats over a 24x7 period
23
3 Best Practices To Optimize for Presence
Involve the whole team A) Management (B) Receptionist
1.
Get mobile and use a supporting cast 2.
Who has the responsibility to manage presence? 3.
24
3 Best Practices To Move Text Based Connections Forward
Have a Greeting Strategy A) Exchange name (B) Repeat name
1.
Answer the Questions – this is a dialog 2.
A) Move to a call (B) Test Drive C) Smart Device 3.
Smart People Power
Zappos.com
• Inspire Happiness & Engagement
• Be Available at All Touch Points
• Personal Emotional Connections
• Have Interactions not transactions
27
Connect & Multiply
Source: DealerChatMarketShare.com
Are you present & connecting on your website?
Dealer Chat Adoption February 2012
Websites
with chat
19.3%
Websites
without
Chat
80.7%
AutoDealerChat.com
For more information: 1-866-358-3880 +44-(0)-330-808-0201
Scan the QR Code, or send a Text
Message to 972-675-7271
Contact Us
Twitter - @autodealerchat
Facebook – facebook.com/autodealerchat
