Services
 
 
 
  
FAQ
Frequently Asked Questions

Learn more about what ActivEngage can do for your dealership with this helpful FAQ

What is ActivEngage? ActivEngage offers some of the easiest to use, and most powerful tools you can utilize at your dealership. We offer advanced “chat” services which enable to you identify, initiate interaction and communicate with customers visiting your website, all in real-time. It is that essential person-to-person “Meet & Greet” that you require at your dealership and now can be done on your website for the thousands of visitors you have each month. It is the edge that you need to be more competitive with customers browsing for information, because it starts building a personal relationship with your customers from the moment they hit your site.
 
Can I do the chats myself
using ActivEngage’s tools?		 Of course! There are three levels of service from ActivEngage. ActivSite™, which allows users at the store to identify and interact in real-time with their website visitors. ActivGuardian™, which offers the same solution but affords you the security of knowing that if your in-store people are not able to respond to a customer interactions in a reasonable time, our highly trained staff of automotive specialists are there to back you up. And finally, there is ActivConcierge™, the premier tool from ActivEngage for acquiring more leads from your website. With ActivConcierge, our team handles everything for you. There is no need to train or manage a staff. In fact, you do not need to alter your process in any way. And, each time that we chat with one of your visitors, we will send the lead immediately and directly to your CRM/ILM where it will show as a new lead from ActivEngage. Now, you will have all the information you need to continue the relationship with your customer that we have started. The name, email, desired vehicle, trade and comments will all be parsed into your management tool. As well, we will include the entire transcript of the conversation.
 
What type of information do
you see when a customer is
on my automotive dealer-
ship website?		 When visitors land on your website, on any page, you can see:
  • The domain name of the company they are browsing from.
  • How long they have been on your site
  • The pages that they have been to, and in what order
  • How long they have spent on each page
  • If they came from a paid search or a free search
  • If they have been to your site before
  • Any chats that they may have had previously
  • If they have chatted previously, you can identify that customer by name

And much more ...
 
Does ActivEngage integrate
with our dealership CRM?		 Absolutely! Each lead will be transferred directly into your CRM/ILM with all the information gathered during the conversation. The Name, Email, Phone, Vehicle, Trade and other information will all be parsed directly into your system through ADF/XML. We even send you the full transcript. And, we send it immediately after the conversation is complete. If you combine this with ActivConnect™, you can be speaking directly with a customer on the phone within about 2-minutes of them chatting with us!
 
How do I get the leads that
ActivEngage generates?		 ActivEngage transfers its leads to your system through ADF/XML. As well, we send a plain text email to you at an alternative location to be sure that you do get the lead immediately in a format you can use.
 
What information does
ActivEngage’s chat reps
collect?		 Our experts are able to collect and build a rich profile of the prospect while engaged it chat. Some of the items we collect are Name, Email and Phone information from your chatting visitors approximately 80% of the time. We capture two of the three items about 93% of the time. We also often capture: desired vehicle, trade information, expected down payment, payment method, amount to be financed, desired colors, openness to other options, and more!
 
I only get about 1,000
visitors to our dealership
website, will ActivEngage
still make an impact?		 Positively! If you only had 1000 customers come into your store each month, would you determine that there is no need for salespeople? ActivEngage offers you a sales force for your website. People come to your virtual showroom. We meet & greet and address their needs so that you can sell more cars. It is that simple.
 
How much is ActivEngage? Less than you think! Our premier ActivConcierge option is far less than you can possibly do it for yourself. We have packages starting as little as $325 per month. Our packages will help reduce the cost per vehicle sold by stretching more results from your existing website without changing a thing.
 
Is there a long-term
contract with ActivEngage?		 No. No long term contracts here. We will lock in your pricing for 1-year. You can cancel at any time with 60-days notice.
 
Where is ActivEngage located? ActivEngage is headquartered in Orlando, Florida. We also have a satellite office in Orange County, California.
 
What hours does ActivEngage
monitor my dealership website?		 To give you the most beneficial effect, we are there when you are there. Our hours are 9:00am to 9:00pm EST/CST/PST. When we speak with your customers, they will expect you to be contacting them as soon as possible. They will be waiting for your call. We have found that we have the most profound affect when that is possible. So, we generally mirror the main store hours during the week. Statistically, weekends and late nights are the lowest volumes of visitors by far. We have found, therefore, that there is generally little need to monitor during these periods. However, if you prefer to have those periods covered, we do offer that service at an additional charge.
 
Can ActivEngage monitor our
website during the weekend
or after hours?		 Definitely. We offer an additional service where we can extend our coverage for your website to weekends and after hours for an additional fee.
 
What is proactive chat
versus reactive chat?		 That is a great question! With proactive chat, we are initiating the conversations. We are able to identify enough information about each visitor based on pages viewed, referring site and GEO IP, etc. that we can initiate a conversation that will politely entice the customer to interact with us. With reactive chat you have to passively wait for the customer to choose to interact with you.
 
How is the chat staff
trained at ActivEngage?		 Most of our staff has had years of experience in the automotive industry working with and for dealerships. They already have the experience necessary to understand the processes and methods used to create a bond and build a relationship with a customer. Additionally, we give our staff extensive training on best practices and the latest proven techniques of customer engagement and salesmanship to ensure that they are well versed to handle any type of interaction or question. Our chat reps are also trained in specific product information to ensure a positive first impression with your dealership during each chat.
 
Will ActivEngage work with any
website provider?		 Yes. ActivEngage currently works with more than a dozen different industry website providers. It is very easy to deploy. And, we have a technical staff that can assist with any customizations necessary to deploy in virtually any environment.
 
Can I cancel ActivEngage
at any time?		 Absolutely. We want to be held accountable for our service, so we are willing to allow our customers to opt out for any reason should they wish to. As a customer, you can terminate your contract at any time with 60-days advance notice.
 
How fast can I be up
and running if I decide to
use ActivEngage?		 It takes us about 5-business days to create the necessary code and train our staff on your stores information. Once we send the code to your website provider, it is merely the time it takes them to put it in place. Most of our customers are up and running within 1-2 weeks.
 
Can ActivEngage move customers
to a specific page to show them
a specific vehicle or service?		 Yes! We are able to push pages to browsing visitors. Let’s say that a visitor wants to make a service appointment, and you have a utility on your website for that. We can push them to that page and walk them through the process. Or, if they are looking for a particular car in inventory, we can push them right to that vehicles detailed information on your site.
 
Can ActivEngage collect our dealership
website visitors keywords to help
improve our Search Engine Marketing?		 Definitely. We are capturing all of that information in real-time to help us with our interactions with your visitors. So, we simply aggregate all of that information and generate a very detailed report to you with that information at the end of each month and send it right to you.
 
What kind of ROI are your dealers seeing? Many dealers are seeing an ROI of 2x or even 3x the volume of qualified leads coming from their store’s website. However, being conservative, we generally project that you should see at least a 30% increase in your lead volume, and a closing ratio in line with existing leads that come for your own website.