Some salespeople will tell you that one of the best ways to close a deal is to understand what your customer wants better than they do. Great advice, if you happen to moonlight as a mentalist. But there is still some truth to the tip: the more you know about a prospective customer, the better you can target your pitch and persuade them to seal the deal. That’s why qualified leads are so much more valuable than just a phone number or an email address. However, today’s technology has made it easier than ever to anticipate your customer’s wants.
The most powerful new tool in your dealership’s arsenal should be an intelligent live chat window. A 24/7 customer support service allows you to connect with prospective customers any time of the day or night. Below are some of the capabilities a live chat tool on your website will open up. They are proven methods for converting web viewers into leads.
#1 Test Drive Booking
One company offering live chat services tailored to the auto industry, Gubagoo, understands the need to get prospects into a salesperson’s hands in order to complete the sale. Online liaisons first work to get the prospect’s contact information, in order for your salespeople to follow up later. Online leads have a small window of opportunity; make sure your salespeople are on top of their game, catching up with the leads generated from your website. Prospects that already seem to be deeply engaged in the purchase process are targeted for test drive bookings. The team members at your dealership can also use a mobile app developed by Gubagoo to follow chats and even step in if they have the time.
#2 Behavioral Intelligence System
When someone says that their live chat service is “smart,” they mean it’s powered by a behavioral intelligence system. It identifies anonymous web traffic by IP address and then scores the visitor according to how many times they return to the website, which pages they visit, and how long they spend on each page. During a live chat, liaisons can also see which pages a visitor is viewing while they talk.
#3 Inventory Matching
By tracking and analyzing which inventory pages a visitor has viewed, the Gubagoo car dealer chat system creates a profile that liaisons then use to match vehicles to a customer’s preferences. Liaisons push images of your dealership’s products through the window that correspond to patterns established by the visitor’s browsing history on your website. The more relevant information you use, the more likely you are to get the prospect’s attention. Your salespeople can also follow up on leads with value-added information – with the right timing (hint: fast) and relevant information, you’re far more likely to book a test drive.
#4 Proactive Intervention
Online liaisons don’t just wait to help out when they have a behavioral intelligence system on their side. When the system points out a highly scored viewer, someone who has repeatedly returned to the website and is likely seriously considering purchasing a car, the liaison will open the dialogue themselves with a helping hand, providing targeted promotions and recommendations. This will help you nurture the lead toward the sale. In the changing world of auto sales, car dealers need all the tools they can get; a live chat window is a new industry standard.