Do you really know what your dealership website chat is doing for you?
Those of us with chat on our dealer sites know that chat is an amazing lead generator, but, do you really know what your chat is doing for you? Likewize, do you really know what chat is doing for your shoppers?
It’s been a while since I took a good long walk in our chat records, while reviewing them, I see the chats fall into common classes.
- Credit Questions
- Trade-in Questions
- Search Help Needed
- Purchase Intent
Credit and trade-in questions are driven by what the shopper possesses. Examples like: “I have poor credit, or, “I have a 2003 Kia that I owe $8900…” These are chat questions that you can easily answer via a template.
Ok, so what’s ‘Search Help’ and what’s ‘Purchase Intent’? [Read more…]