In a recent report by IBM, “Automotive 2025: Industry without borders”, discusses the future of the automotive industry among OEMs, automotive suppliers, and other auto industry participants. The authors Ben Stanley and Kal Gyimesi ask this question, “How can you form relationships with newer, non-traditional industry participants to provide the digital relationship and customer experience that today’s drivers and passengers …
How to Use Geofencing with Live Chat
The Internet allows you to have a global street corner for your dealership’s Digital Storefront, but sometimes it’s wise (and profitable) to send certain messages to your local shoppers ONLY, and in order to do that – you need to use Geofencing. What is Geofencing? Geofencing is a popular customer targeting technology that uses GPS location. It gives you the …
Use Live Chat to Promote Your Dealership’s Competitive Advantages
In a perfect world, shoppers would immediately know your dealership’s competitive advantages (i.e., amenities, “why buy” statement, and specials) by perusing your website. But that’s not always the case. Many times websites have too much or too little information, or shoppers are just too lazy to navigate the pages and find a reason to buy from you. If you aren’t …
7 Ways Live Chat Can Fail and How to Prevent Them
Live chat isn’t always as easy as adding code to your website and watching the leads come into your CRM. If you don’t have the correct processes and practices in place before you start, there’s a very likely chance that your live chat service could fail. And terrible chat can be catastrophic to your dealership. 7 Ways to Avoid Live …
How Timing Can Affect These 3 Elements on Your Dealership Website
“You don’t have to swing hard to hit a home run. If you got the timing, it’ll go.” – Yogi Berra Three American League MVP awards, 10 championships, and 15 All-Star Games — Yogi Berra is arguably one of the best catchers in MLB history and knew a thing or two about the importance of timing. It got me thinking …
3 Live Chat Tips for Your Dealership’s In-House Team
Investing in self-managed live chat can be a big, yet profitable step for your dealership. It saves you money and allows you to connect with your online shoppers in a way that builds trust and starts lasting relationships before they even reach your physical store. However, managing chat at the dealership can be quite a challenge. That’s why I’m sharing …
Chat Representatives Are Your Website’s Shepherds
Since the beginning of time, there have always been lot of lost sheep on websites. And, until a few years ago, there was no possible solution to help them find their way around your dealership’s digital showroom. Your shoppers were all alone to roam and be lost little sheep. But then dealership website chat was born, and live chat representatives …
Why Your Dealership’s Live Chat Team Needs Emotional Intelligence
Emotional intelligence is the ability to absorb emotional cues and use it to guide behavior. It’s essentially the combination of personal and social competence, and it affects how well we interact with others. When it comes to digital messaging (live chat, SMS, Messenger, etc.) in the age of customer experience, emotional intelligence (EI) can mean the difference between losing a …
The Unfortunate Story of Neggy Lected, an Online Car Shopper
Once upon a time, in the Land of Aluminum, Steel, and Rubber, there lived a team of Salespeople working at R-U-SERIOUS Dealer. These Salespeople, it is believed, had a rare gift for multitasking. Every day, they would tackle many different tasks – from taking and making phone calls, emailing prospects, making walk-around videos, attending to customers on the lot, and …