At Contact At Once!, a LivePerson company, our mission is to make life easier by transforming how people communicate with brands. When we help you move customers closer to purchase via messaging, we consider it a personal “mission accomplished.” Your goal is our goal. So you can imagine how happy we get learning how our messaging solutions helped you grease the sides of your sales funnel.
Yes, collecting contact info and setting appointments are huge goals, especially for BDC specialists. However, there’s more to it than that (otherwise, we’d just have forms and calendars to fill out).
One Contact At Once! dealer, Josh Kisskalt of General RV, posed a question to our CONNECT Rewards advocate hub. He uses dealer chat as a way to close deals—not just gather information or set up a call—and he wanted to know how others do the same, progressing the sale through the funnel without forcing the customer to call.
In fact, Josh adds, “If you asked me what contributed the most to my large year-over-year increase in sales, without a doubt it’s chat.”
Many replied that yes, they found it much easier to gather contact info and set appointments using chat vs. phone or email. Even more found it to be a great icebreaker and a convenient channel to ask “why” questions.
Get the Answer to “Why”
As Angela Reed, Internet Manager at Brown’s Sales & Leasing, says: “There is a reason people are in the market for one model or the other, and figuring out the why is very important to me.” Once she knows how they prefer to communicate, she follows up…and not just on the business of selling that particular vehicle. “I reach out to visit with each of them about the reason they contacted me in the first place: the need or want that drove them to hit ‘Chat’ in the first place.”
Encourage Follow-Up by Avoiding Phone Calls
Kevin Graska from IQAutos likes to encourage customers to follow up with him and reminds them they don’t have to call him directly. They can text him! “I’ve closed many sales without ever talking to the customer,” he says (well, at least without talking to them face to face or over the phone). Plus, our Take It On The Go feature makes it super easy for a consumer to change from chatting to texting!
Help Shoppers Take Buying Actions
Some dealers go beyond making a personal connection via a chat conversation. After answering questions, sharing brochures and sending photos or videos of the vehicle, a few go straight to getting them pre-approved by sending a credit application link. Take what Halston Schaff, Internet Sales Manager at George Nahas Chevrolet, has to say:
“I think chat gives you the opportunity to take the deal as far as the customer is willing. I have often discussed soft numbers and done everything online right up until the customer has to show up (credit approval, final trade eval, etc.).”
In fact, Contact At Once! recently completed a study with Root & Associates that shows how messaging can positively impact car research and digital retailing. Almost 3 in 4 of those shoppers who said they would NOT fill out online paperwork (like the credit application Halston speaks of) said they’d be more likely to if they could message during the process.
From the beginning of the research process to the final buying stages, automotive messaging can play an important role. It’s all in how you use it, and we’re proud to support you all the way!