Today I stumbled upon a nicely written post by Kevin Frye, eCommerce Director of the Jeff Wyler Automotive Family, entitled “Live Chat For Auto Dealer Websites - Good Or Bad?“.  Below is an excerpt:

Today’s modern consumer looks for instant gratification.  When it comes to buying a new car, or scheduling a service appointment, many folks will visit a local dealership’s website to get the information they need – and they often want answers now.  Why wait several hours for an email response when they can use the live chat tool to get the information they desire immediately?  It makes inherent good sense that the ability to speak with you online is a great tool to use on an automotive dealership website, but why did this service fail in its early efforts?

I encourage readers to check it out.  Add some comments too if you like…