How Can Live Support Chat Website Aid Auto Dealerships

What does customer experience and cars have in common? Well, just about everything! As your customers enter your car dealership, you will discover they will either carry a tablet or smartphone on them. Don’t innocently assume they are carrying hand-held devices only for show. According to the J.D. Power 2012 Automotive Mobile Site Study, 31% of vehicle shoppers use their smartphones to access automobile websites and over half of them did so while at the dealership! In addition, e Marketer predicts during the course of this year, there will be 100 million mobile shoppers and 83.1 million tablet shoppers! In order to combat show rooming, you have to enhance the customer service experience you deliver online. You can accomplish this by adding live chat to website.

Live support chat website is an online CRM application which enables you to meet your customers on their turf. While, many automotive dealerships have a website which deals in used and new cars, you have to make sure your website stands out from competition. Through the aid of this web-based tool, you can enhance customer experience. Upon entering the website, customers are warmly welcomed by a customer service representative (CSR). Just like in real life, customers love it when a sales professional welcomes them at the door. The use of simple words such as “Hello!” or “Welcome!” is powerful enough to put a smile on their faces!

When you add live chat to website, a CSR welcomes the visitor so as to provide them attention from the moment they visit your virtual store.  It also lets someone know real-time customer support is available on your website. In case, they run into a technical problem or cannot find information they are looking for, they can simply press on the click-to-chat button to engage in a meaningful discussion with a CSR. In most cases, a CSR will send a chat invitation to every website visitor. As customers browse through your website, CSRs actively assess the referral URL, keyword searches and webpage duration.

Once a problem-zone is identified, CSRs send a proactive chat invitation to initiate a one-on-one conversation. By having a two-way communication; CSRs give prospective customers a chance to let their emotions be known. They do not have to e-mail or call the hot line number to get help. While show rooming may be their only motive, live support chat website does not compromise on the quality of the customer experience they deliver. CSRs live chat so as to help vehicle buyers understand impertinent features regarding the car, services, and parts. They even navigate customers to the insurance calculator and other car payment calculators. They can instruct browsers how to use the calculators and how to decide which car is most appropriate for their budget. If a customer is interested to find out more, CSRs gladly book their test drive for them.