Why outsource all of your automotive dealership instant messaging if you have salespeople working on commission? Think of your chats as you would your telephone calls. If a salesperson is available, they will answer; if they are busy the customer will leave a message or be rolled to someone to take the message. Your salespeople are the only ones who can accurately answer the two main questions customers call or chat in about:

1. Is this specific vehicle available?
2. What is the price?

An outsourced automotive dealership instant messaging company cannot know with certainty if a vehicle is available nor can they negotiate pricing. All they can do is take the lead information and pass it along to your salesperson. Then your salesperson is tasked with returning the call and trying to reach the customer. This is fine for a small number of chats, but not all chats. If your salesperson can answer chats, they can strike while the iron is hot and when the customer is available; not three hours later after they spoke with your competition down the street.

The process for answering telephone calls and answering chats is exactly the same; you either end up with an appointment, a lead, or an anonymous customer. Each dealership has their own procedures for how to work with and follow up with customers; the only difference is how the lead arrived.  So don’t over complicate your automotive dealership instant messaging!