When Live Chat is ran correctly and efficiently, it will INCREASE website lead conversions. This is simply because people want - and often expect - their questions to be answered immediately. Providing a Live Chat feature on your website enables your dealership to answer customer inquiries within seconds, ultimately making their experience on your website a positively memorable one.

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Here is how to ensure an increase in website lead conversions via Live Chat.

1. Knowledgeable Agent - Having a knowledgeable agent who can answer everything and anything, or at least direct them to the right location is essential to lead conversions. A properly trained Live Chat Agent can easily convert an online inquiry to an in-store lead. Keep in mind, a poorly trained agent can do the opposite. Dealing with a slow and ill-informed Live Chat agent can really hurt the potential customer’s browsing experience which will result in a loss of a potential lead.
   
   
2. Effective Live Chat Procedure - With the goal to convert a live chat into a lead, a proper Live Chat procedure can raise the chances of converting that chat into a real lead. Start off with a prompt and polite greeting. Once the greeting has been made, field the customer's inquiry, answer accordingly, and transition them into getting connected with the proper department (sales/service/parts). By moderating the customer's browsing experience, it facilitates an easy transition from the Live Chat experience to a direct dealership lead.
   
   
3. Redirect to Dealership Personnel - One of the most essential practices in converting Live Chats into leads is by always attempting to redirect the customer to a dealership personnel. To do this, simply respond to and answer all of the customer’s questions, and then defer to expert personnel at the dealership. When the customer has been fully satisfied via Live Chat and provided with the possibility to speak with an expert at the dealership, not only has Live Chat been effective, exceptional customer service has been achieved as well.

Using these tactics in Live Chat will increase website lead conversion. It is essential to have knowledgeable agents, an effective Live Chat procedure, and to always attempt to redirect the customer to dealership personnel. If poor practice is conducted via Live Chat, it may reduce website lead conversions.