You are at the drive through at your favorite fast-food joint. You get to the menu and hear “Hi my name is Sarah. What can we make fresh for you today?”. You promptly order your favorite sandwich and maybe a drink. What is the next question Sarah will ask? If she is doing her job, it probably sounds something like “Would you like to make that a value meal today?” or “Would you like fries with that?”. In many cases, you may not have even been thinking about getting a meal or fries. But since you are already there and she asked, you reply “Sure!”.
The quick story above demonstrates and reinforces a pattern that gets formed in our brain over time. The drive through attendant greets you and asks a question. You answer the question by placing your order and then next thing you know she poses another question. This provides you the visitor with the opportunity to take advantage of a value meal or fries.
We know not everyone will say “Sure” to a meal or fries. But what do you think the take rate on the value meal or the fries would be? I’m not in the fast-food business but the reality is even if the number of customers accepting the offer is low, they will sell more meals and fries.
Stick with me here and let’s take a leap and say your website is your virtual drive through window….. What do you think would happen if customers didn’t receive an invitation to order when they came through the drive through? How many would keep driving?
Live Chat done correctly should engage your online visitors with a welcome message followed by “How we can help today?” Once posed with the question, many people that may not have looked to talk to a chat agent will reply back. This opens the door for additional dialogue.
At this point you don’t need to be a fortune teller to see an increase in dialogue (with the right questions) will increase quality leads. And increased quality leads will always increase sales.
With so many people getting used to online or digital communication, Live Chat on your site makes perfect sense. And it’s quickly becoming a small but critical step in a customer’s online buying journey. Every step you can take with the customer is one step closer to helping them achieve the goal of buying a vehicle. And as it turns out, if you are in the business of selling cars, their goal and your goal are usually perfectly aligned.
In closing, whether you use Chat More for an Automotive Live Chat service or another Live Chat provider make sure the customers visiting your site are being engaged so they can take the next small step towards their goal.
