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.
Ford dealers currently enrolled in Call Tracking will receive dealer-managed chat for free as a part of the new LiveConnect Communication Service. Dealers can request chat integration if they wish and can also enroll in Fully Managed Chat Service, available as a stand-alone product for any Ford or Lincoln dealership.
Give customers more chances to interact with your dealership at the time and place they prefer by contacting FordDirect at www.forddirect.com/dealercenter to discuss which online chat approach is best suited for the way you run your business today and the vision you have for growing it, tomorrow.FordDirect recently published a whitepaper on the use of Chat as a complement to the online shopping experience, entitled, "Let's Talk about Better Customer Service." Visit http://news.forddirectdealers.com/ChatBestPractices to learn best practices and tips on driving an enhanced customer experience. About FordDirect FordDirect (forddirect.com/dealercenter) is a joint venture between Ford Motor Company and its franchised dealers to create a comprehensive web presence for dealers and provide digital marketing services that help dealers sell more cars and trucks. FordDirect provides dealers new and pre-owned marketing services, call tracking, lead management solutions, dealer websites, search optimization and marketing, database marketing, marketing services for regional dealer advertising groups and other digital services. FordDirect is headquartered in Dearborn, Mich. CONTACT: Lisa Turner, 1-248-304-1462, firstname.lastname@example.org SOURCE FordDirect