Car buying habits are changing. Car buyers have started to use the internet to do most of their searching online rather than visiting multiple dealers. They narrow their choices to one or two models, and dealers and then visit the dealers to see and test drive the car. At times they even schedule a test drive through the car dealer’s website, using chat services, making it quicker and easier to book in. This means that good live chat service providers on your website can make a big difference in whether your dealership makes the cut.

Live Chat Services

Today most businesses have live chat services because the customers have started demanding faster responses to their queries. Car dealerships are no different. Auto dealer chat or automotive live chat usually deals with the selling and servicing of cars. However, just having live chat on your website rarely works unless backed by a committed team willing to take the time and effort needed to provide good customer service. This is because a customer opts for live chat support because they want to get a quick response. But their fundamental requirement is for their issue to be solved. Unless the chat agent is motivated to provide a solution, the customer might leave the chat even more frustrated than in the beginning.

So is there a disconnect?

The short answer is yes, the disconnect here is the classic one of business needs vs customer needs. The business will want to spend minimum time on each chat, while the clients will want to get a resolution to their problem. While a customer would be happy to resolve the issue quickly, they would prefer the resolution even if it takes longer. A business that prioritises customer satisfaction and quality over speed or numbers will see significant benefits. Customers will be more loyal, give a more positive word of mouth and spend more with companies who provide a genuine live chat experience that is customer-oriented.

Studies show that 95% of customers prefer qualified, high-quality customer service over the speed of resolution. Businesses offering quality live chat support on their website will have over 52% of their customers coming back. Today all companies cannot provide the level of support that the customers are looking for. As a result, customers are disappointed in the service provided and are less loyal and spend less on the company. Word of mouth by customers happens more than 20% of the time, with positive comments being somewhat more. When a live chat is done right, the positive word of mouth is around 29%, increasing your chances of growing your business. On top of that, approximately 79% of companies have seen sales, revenue, and customer loyalty grow when offering live chat. Also, 38% of the customers are more likely to buy from a company offering live chat support.

Automotive Live Chat

The current trend in car buying suggests that potential car buyers are more interested in buying cars online than visiting a dealership. Global numbers show that more than 50% of car buyers prefer buying online. As a car dealership, meeting them where they are is in your interest. Live chat on your website will be your key to unlocking car purchase-oriented lead generation from your website.

Selling Cars – Dealership Vs Online

Selling cars at the dealership

• Captive audience for the sales team at the dealership
• The sales team can read the body language, spot their interest, and share the relevant information
• Easier to convince the buyer and sell them the different features of the car

Selling cars online

• The buyer can leave the website at any time effortlessly; without the right tools, the business will not even be aware that someone came and went.
• You cannot see the buyer and read their body language unless it is a video call.
• More challenging to convince the buyer without the visual cues.

How do you, as a dealer, prevent the online visitor from leaving without your team getting a chance to talk to them and convince them. The answer is live chat support.

Benefits of Live Chat for Car Dealerships

Providing a car dealer chat service for your visitors on your website significantly increases your conversion rate through viable leads. There are multiple actions that a visitor can be guided to that can be read as cues for their intentions.

In the same way that a person in a showroom keeps returning to a car that interests him, a person visiting your website will indicate his interest in a car by checking out the car’s details, comparing the different versions etc.

You can also get more leads with targeting rules to chat with customers who are genuinely interested in buying, enabling you to focus your resources. You can do this by

• Website and campaign URLs
• Repeat visitors
• Time on page

Live Chat for Car Servicing

The lead generation from your live chat need not only be for sales. You know by now how much live chat support can enable your sales team by providing them with vital statistics on interested customers. It also offers fantastic customer support for those looking to book a car service with your dealership.

Fully managed Live Chat from LiveChat Agent does not just give you standard responses and designs that feel impersonal. Our team will converse with the customer, learn what they are looking for and then guide them to the cars that suit their needs. We understand that excellent customer service is not only consistent but genuine. Our chat agents will provide 24/7 support across social media platforms and your website. Get in touch with us & call at Tracey at 1800 332 428 to learn how Australia’s favourite conversational chat platform can serve you and your customers.

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428