• Village Automotive Group eCommerce director Chris Fousek sought a method to better engage automotive consumers on the Cadillac Saab Hummer Village of Norwood website.
• The dealership began driving more traffic to the site in 2008 through enhanced SEO, and the general manager wanted to find a cost-effective way to generate more leads from the website.
• Chris conducted extensive research, found the automotive dealership-specific ActivEngage live chat solution and launched the service on the website in March of 2009.
• Live chat leads now have the highest conversion rate of all lead sources, averaging almost a 15% close rate.
• ActivEngage also allows integration with the dealership's CRM and chat leads are now sourced directly to the best department for consumers' queries: new car leads to new car sales, service questions to the service department, etc.
• The dealership's website bounce rate has decreased; average time spent on the website has increased, as well as inventory reviews

“Our dealership website is the heart of our business and consumers increasingly demand instant gratification. Everyone is busy, and shoppers appreciate fast responses to their questions. A lot of people just don't want to pick up the phone and call the dealership anymore, and many don't want to wait for a response to email. They want fast answers while they're at the dealership website. For providing this service, most consumers reward us with their contact information. Overall, the service provides us with more sales opportunities-- that we missed before partnering with ActivEngage. Live chat lets us offer the same level of service on our website that we offer in our showroom.”

“ActivEngage's customer service is great, for both our site visitors and our dealership; I am very impressed. They are always available to help and everyone gets involved to find solutions and generate more leads. Everyone is friendly, helpful and efficient. I think a lot of it has to do with the company's strong dealership background and knowledge. The process and technology were originally developed in a dealership and that provides a huge advantage over other, non-automotive specific chat services. And the analytics the ActivEngage dashboard provides are unbelievable. We leverage this business intelligence and monitor the data for continuous improvement.”

Please contact Amanda Tossberg (615-445-9577) to arrange an interview and/or for additional quotes.

About ActivEngage (www.ActivEngage.com)

ActivEngage’s proprietary business logic helps automotive dealers meet the needs of shoppers by providing dealerships easy to use, powerful website tools. Advanced live chat services let dealers identify, initiate interaction and communicate with website visitors in real-time. The essential person-to-person Meet & Greet that dealers require at the physical showroom is now possible on the dealership website through ActivEngage. This proactive website engagement decreases abandonment rates and increases website lead generation with the thousands of visitors the average dealership receives each month. ActivEngage provides the edge that dealerships need to engage more customers who browse for information because it starts building a personal relationship with shoppers from the moment they hit the dealership website. ActivEngage offers three tiers of service to ensure that all website visitors' experiences are enjoyable and uncomplicated, thereby increasing the value of dealership websites through better lead generation.

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