Dealers that use live chat have an opportunity to engage with customers at an early stage of their buying process.
According to James Lever, director, business development, MSX International, live chat can put the human interaction factor back into the process when customers visit a dealer’s website.
Live chat is making up 24% of online enquiries and 80% of customers prefer live chat to email or phone.
Lever said: “It’s an efficient way to communicate for customers that don’t like to or feel intimidated talking on the phone.
“Customers feel like they have more control and have more power online. It also lets people chat with dealers while they are at work.”
When customers speak to a dealer on live chat they expect extensive product knowledge and good grammar.
According to an MSX survey, 65.5% of customers have engaged in a live chat, 79% expect an immediate response and 63% end up engaged in sales.