Attention Salespeople: Stay Involved With Third Party Customer Experience Services

There’s a new trend in retail that’s revolutionizing customer service on the Internet: online customer service liaisons available 24/7, every day of the year. They offer a wide range of tools and services including live chat support, inbound call overflow, and targeted promotion publishing. They’re a powerful way for businesses to capitalize on web traffic and increase their conversion rate of online hits. However, when it comes to the auto sales industry, it’s in your best interest as a sales person to stay involved in the process.

Not all third party customer service companies allow a dealership’s sales team to monitor customer engagement live. If your dealership was smart enough to go with a service like the Gubagoo car dealer chat, you have full access to third party calls, chats, and text messages. It’s important to take full advantage of apps that let you monitor third party engagement and even jump into them when you see an opportunity. Good chat consultants are trained to seamlessly pass the pitch over to members of the sales team. Mobile apps like Gubagoo’s RESQ even let you send private messages to chat consultants if you don’t have the time to jump in yourself.

Listen First

Car buyers are making fewer visits to dealership than ever, instead preferring to do their research online and narrowing their options before facing salespeople. You don’t have the same opportunities today to pitch to prospects on your lot than you would have only years ago. That’s why it’s so important to engage with shoppers during their online experience.

However, you’ll find that’s it a little different than talking to customers in person. They have a lot more control over the situation and they can walk away with the click of a button. When you first jump into a live chat conversation, your first job is to listen. Find out what the prospect wants, and take the time to offer them links, photos, and descriptions of the products that best fit their desires. If you’re not matching your recommendations with their desires and best interests, don’t be surprised when they defect.

Make Your Follow Up Relevant

While lead conversion companies such as Gubagoo can make leaps and bounds improving your dealership’s online conversion rate, not every lead books a test drive right away. But, if you have their contact information, you can still follow up, whether it’s by phone, text, or email. When you do, make sure you follow up with relevant material. Refer back to your earlier conversation: provide some additional information on questions the prospect may have had or interesting links related to their particular concerns.

Book the Test Drive

Whatever the bloggers are saying, a study from market analysts Frost & Sullivan predicted that by 2020, 95.5% of auto sales would still be done in person. There is still nothing more important to closing the deal than letting the customer kick the tires and take it for a test drive. Your ultimate goal on a live chat or text exchange should always be booking that test drive to get the lead into the dealership. It’s time to start taking advantage of the online customer experience and make it work for you.