A customer wants information about a car... now. And their inquiries are not simple. They require a human touch and a person to speak with.
The problem is this: your staff are too busy and almost a quarter of those inquiries come in after-hours.
If that customer doesn't hear from you in 30 seconds, they will seek out a competitor. Why? Because they are looking at a few websites at the same time. Whoever gets back to them first is likely to get the deal.
FACT: 20% - 30% of your leads are disappearing into the ether because they are not being handled correctly on your website.
You're spending a lot of money driving people to your website. Converting website traffic to customers should be a priority. Unless you're online and engaged all day, every day, your competitors are taking your business. This is why the traditional live chat model is being disrupted by outsourced live chat agency that is available around the clock.
Outsourcing live chat also assists in minimising staff count, lowering costs, and improving customer satisfaction.
A decade ago, ChatMarshal became the world's first dedicated live chat company. Today, we work with Jeep, Mitsubishi, Renault, Opel, Alpha Romeo and numerous small car dealerships worldwide. We know how to squeeze every opportunity out of a website and are leaders in the outsourced live chat industry.
Here are some trends we've seen in the industry that you should take note of.
The old "live chat" approach isn't good enough
Live chat will damage your brand if it's not done correctly. Website visitors want immediate responses, and the old way of doing live chat is no longer acceptable.
If you are constantly offline or the person managing the live chat isn't good, you will lose customers.
There is nothing worse than seeing a live chat and opening it only to see a 'Leave a message' note.
20% of your web inquiries come after hours when there is nobody around to reply
Research shows that a significant amount of conversations on a website happen after 4 pm and on weekends. An unattended ChatBot results in unanswered chat requests and awful customer experience.
Dealerships that respond, get the sale.
Live chat, done properly, allows you to be online and active 24 hours a day, seven days a week. This way, all your customers can be attended to quickly and efficiently.
Your live chat needs to be handled by responsible people 24/7
A well-designed chatbot can answer most common questions; however, people still need to speak to humans. A live chat solution that is active 24 hours per day and managed adequately will guarantee more sales and lead escalations. If you spend time and money driving traffic to your website, you want to manage and improve the conversion rate.
You need to have people on your website at all times to handle common enquiries and escalate any leads to the appropriate person.
Live chat is proven to increase sales and new leads by 40%.
Doing live chat yourself can hurt your brand
You have a business to manage and don't have time to wait on line for your website visitors to ask questions. Your employees are there from nine to five, but your website visitors don't have office hours. The problem is, they want answers now, whether it be 5 in the morning or 10 at night.
Managing your live chat yourself can damage a customer's perception of your brand. Seeing a live chat pop up creates the expectation that a query can be resolved or a question can be answered immediately.
Unless you're outsourcing your live chat to a call centre operating around the clock, you're damaging your brand.
Up-selling and cross-selling
If a sales lead gets acted on within minutes of receiving it, you are nine times more likely to make that sale.
Once you have the lead online and they're interested, they are open to additions or suggestions that could create more value for you.
Live chat lets you have human-to-human interactions on your website that allow you to up-sell or cross-sell while the proverbial iron is hot.
You want more sales and better quality leads to come from your website! We solve that for you with trained website live chat agents. FACT, If you don't have 24 hour live chat on your website you are losing sales and qualified leads - Guaranteed.
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