February top tips
Lead Management - enquiryMAX
Our stats show that 78% of all orders come within ten days of the enquiry first being logged. If you have customers that haven’t been followed up for 12 days, then you have almost certainly lost that customer.
The numbers never lie, and a shared view of sales data across a business can help to build a sales culture that will pay dividends, and quickly.
Online Vehicle Retailing - iVendi
Live chat needs to engage out of hours to really work
Car buyers using live chat need to be able to genuinely progress a purchase out of hours if the tool is to have worthwhile value. However, many simply take their contact details with a promise to answer a question by phone or e-mail the following day. What customers expect from online technology in 2018 is immediacy – and an effective way of doing this is to steer the customer through your online purchasing process in real time using live chat. This adds genuine value to your live chat service.
Messaging - Contact At Once!
Promote the ability to message everywhere - including advertising
If you want consumers to message with you, the first step is offering the option. The second step is promoting that option! We’ve seen dealers increase messaging adoption 13% by putting their text number as the focus of adverts they ran on their websites. Consider adding yours to existing adverts, signage, talking about it on social media and more. Raise awareness and increase your opportunities!
Customer Reviews - JudgeService
Measure customer satisfaction and act on the results. Process and people drive profits. Period.
Social media - Marketing Delivery
Don’t neglect organic
Your local organic content on your FB page, IG account and TW enables these platforms to judge your “relevance” to your intended audience and place your ads accordingly.
Customer Service - Moneypenny
Give customers a reason to choose you
It’s estimated that 49% of people buying a car admit to doing research on their Smartphone while at a dealership. From a customer service point of view, this means the emphasis is on retailers to give customers a reason to choose them. Think about the ways you do this and the ways you can win both their trust and business.
Video - CitNOW
Green or ‘nothing to report’ videos are essential. Introduce yourself and the good news. Provide a quick health check. Show the tyre depths of all four tyres. Comment on the discs, pads and suspension. Offer snippets of extra information as the technician walks under the vehicle. 'Things to watch' are important. These become the amber and red work for tomorrow. The technician is the trusted authority. Make sure to share it with the customer.
Website & digital - Autoweb Design
Calls to Action
Every page on a website has a purpose. Sometimes it is to get the visitor to another page and sometimes it is to create an enquiry from the page. Where the goal is an enquiry it is important to optimise pages to the call to actions that work for your business. This should involve looking at which lead types result in sales and the profitability of those sales. In order to optimise for profitability properly we recommend looking beyond the button click to optimise forms and the follow-up/autoresponder actions that occur after an enquiry.