• Warren Henry Automobiles Internet Director Robert Manrique sought a method to enhance customer service at the dealership websites for their high-end consumers.
• The dealership began using the ActivEngage ActivConcierge premium, full-service live chat solution in February 2009.
• ActivEngage’s dedicated and highly skilled chat representatives now manage all website chats for the dealership.
• Live chat has increased website first-party lead generation for all dealership profit centers, with over 20% of chats for parts and service.
• Live chat lead data and contact information automatically integrate directly into the dealership CRM to complete the sales cycle.
• Dealership managers receive chat transcripts and contact information for immediate follow-up.
• The dealership and their website visitors are extremely impressed with the professional service from the ActivEngage live chat agents.

“We have been really surprised by the variety of questions people ask using live chat at the dealership website. Initially we thought shoppers would just use chat to get vehicle purchase information, but it’s used for much more than that. Site visitors ask about parts, from fuel injectors to speakers. They check to see if their vehicle is ready for pick-up from the service department. They ask about store hours, directions and more. Instead of calling or sending email, consumers increasingly rely on the speed and efficiency of live chat. It’s fast and easy and our high-end shoppers just love the instant gratification.”

“I am incredibly impressed with the level of professionalism and service of the ActivEngage chat agents. They always get the customer contact information and go the extra mile. I demand the highest level of service for our luxury shoppers: they want the best vehicles and they should get the best service. Now ActivEngage provides this level of service on our website and it has significantly increased our qualified lead generation for all departments. Best of all, there is full integration with our CRM. They bring the leads in to us from the website and we then focus on completing the sale.”

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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