Through a pilot program, FordDirect discovered that chat increases online customer engagement, provides dealerships with more opportunities to foster customer loyalty, and that chat customers are more likely to make a purchase than many other lead sources. The pilot results showed that the Fully Managed chat sites received more than twice as many chats and attained more than double the chat conversion of the LiveConnect (dealer-managed) chat sites.Dealers can also opt to take a hybrid approach to chat where live operators provide back-up answering assistance during business hours to minimize the risk of missed chats and an after-hours answering service responds to customer inquiries even when the dealership is closed.
FordDirect Launches Chat Services With LiveConnect To Increase Dealer Sales Leads
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