It's required some process change and getting used to for our team. The sales person has to be there to take the call and in the frame of mind to handle chat which is new to them. They also have to get their personality to come through and engage the customer
Cincinnati, OH (PRWEB) May 13, 2008
OneCommand, (http://www.onecommand.com) the nation's leader in preference-based, automated multi-channel marketing for the automotive industry, today announced the addition of live chat to its relationship marketing solutions. Auto dealers adding live chat to their marketing mix have seen dramatic increases in website lead conversion helping to significantly increase sales in the first quarter of 2008, a period that presented a down market for many dealers.
According to Terry Healey, Sales/Website Producer with Camargo Cadilliac (http://www.camargocadillac.com) of Cincinnati, Ohio, since adding live chat their website-driven phone leads have increased by nearly fifty percent and the dealership has not placed a used car newspaper ad in four months yet overall sales have been up ten percent in the first quarter. "What appealed to me about OneCommand's live chat is the originality. The majority of customers surfing the Internet want to see something more progressive or contemporary. We have a caricature of our sales people drop down for chat, which is a little progressive, and people get interested. As a result our click-per-views are outstanding. So many buyers are texting and instant messaging and this is an easy way to get information."
"Live chat allows dealers to extend more of their presence on their own websites. It is a simple, unobtrusive, yet engaging way for shoppers to get more information more quickly. Sometimes shoppers are more willing to start an anonymous chat than they would be to pick up the phone and get questions answered," commented Al Babbington, OneCommand CEO. "OneCommand live chat enables dealers to create real leads and prospects out of buyers that would otherwise just browse and leave their websites. It is also becoming increasingly popular for the service department as customers can quickly get answers to questions about vehicle service," Babbington added.
Camargo Cadillac has put a computer on every sales person's desk so they can quickly respond to chat requests. OneCommand conducted intensive in-store training to bring the sales people up to speed on how to handle this new communication medium. "It's required some process change and getting used to for our team. The sales person has to be there to take the call and in the frame of mind to handle chat which is new to them. They also have to get their personality to come through and engage the customer," commented Healey.
OneCommand's live chat feature also integrates with the dealership's contact management system. At the end of the conversation the shopper is given the option to type in contact information in order to receive more information and a file is then created that integrates with the contact management system. Chat transcripts are also generated of the entire interaction to help fine-tune the sales process.
OneCommand arms its customers with a powerful, complete suite of customer communication products and services that integrates advanced customer segmentation with personalized communications across multiple channels including voice, direct media, personalized web sites, email, and mobile marketing channels. OneCommand also includes advanced reporting and analytics and enables customers to deliver tailored messages to the right recipient, at the right time, while accommodating the customer's communication preference. It is designed to help businesses take the most effective actions to influence customer behavior and produce the best response.
OneCommand will release the latest version of its powerful technology platform, OneConnect 3.5, in the summer of 2008. OneConnect 3.5 will arm auto dealers with an enhanced suite of simple and easy-to-use customer communication tools, enabling the design and execution of powerful and effective multi-channel marketing campaigns within seconds.
About OneCommand (http://www.onecommand.com)
OneCommand is a leading provider of integrated and automated, personalized communications designed to streamline work-flow, reduce marketing expense and generate superior customer response. Focusing on the delivery of the right message, at the right time, and through the right channel, OneCommand has rapidly expanded its market penetration by helping its clients realize significant improvements in loyalty and retention, frequency of visit and overall profitability.
In 2007 the Company delivered over 100 million personalized communications on behalf of over 4,000 clients throughout North America.
OneCommand's proven, web-based Relationship Marketing Solutions enable customers to leverage the power of their voice through a multitude of channels, including voice messaging, mobile messaging, e-mail marketing, live call center services, direct mail and a variety of two-way communication streams. By providing a seamless solution for communication from shop to buy to service and repurchase, OneCommand offers the opportunity to coordinate a unified message to customers. This approach, paired with custom automation of timely, relevant and consistent communications, has led to significant reductions in marketing expense and even greater improvements in the customer experience. For more information call 1.800.814.6820, email lleugers @ OneCommand.com or visit http://www.OneCommand.com.