Do you want your dealership’s website to drive more sales and generate more leads? If so, you may want to consider installing a callback widget.

What is a Callback Widget?

A callback widget is a tool you can add to your website that allows users to request a phone call from one of your team members. It typically asks users to provide basic information such as:

  • Their name
  • Their phone number, and
  • Their reason for requesting a call

Callback widgets are generally easy to install. In most cases, they do not require any substantial changes to your website.

The Benefits of Callback Widgets

There are lots of reasons why you should install a callback widget on your dealership’s website, such as:

More Leads

Every month, hundreds if not thousands of users visit your website. They do so to find out more about your vehicles. This is usually the first step in a customers car buying journey. What do they do when they have a question your site doesn’t answer?

They leave. Some turn to trusted industry sources like Kelley Blue Book or Autotrader. Others seek information from your competitors.  If they are in a purchasing mode, and not just researching then they may want to speak with a representative to ask questions, schedule a test drive, or more. Prevent them from leaving, and make it extremely simple for them to contact you. Callback widgets help you do just that.

Once you add the widget to your site, shoppers can simply click to give them a call to answer their questions. No need to look elsewhere.  This process makes life easier for users and helps you turn lost customers into warm leads.

The Opportunity to Up-Sell

The primary objective of a callback widget is to get prospective buyers on the phone with your salespeople. These calls are an excellent opportunity for your team to learn more about the customer’s needs.

For example, a shopper might request a call to ask some questions about the safety features in the 2017 Toyota Camry. However, while speaking to your salesperson, they might reveal they need financing or want to buy an extended warranty.  Your salesperson can use this information to up-sell the buyer, increasing the revenue your dealership generates from the sale of the Camry.

Enhanced Customer Experience

Callback widgets aren’t just great tools for generating leads and boosting your dealership’s revenue. Buyers also love them because they give them the ability to:

  • Learn more about products without needing to trawl the web
  • Speak to representatives without having to wait on hold, and
  • Arrange phone calls for a time that fits into their busy schedule

With so many benefits, it’s no surprise, 61 percent of users found click-to-call tools very or extremely important in a recent Google study.

Fast Ring – A Callback Widget from fusionZONE

Now that you know a bit more about the benefits of callback widgets, you might be about to begin searching for the right one for your website. If so, you’re in luck. You have already come to the right place.

The FastRing tool from fusionZONE is the perfect callback widget for your dealership. It includes an administrative portal with 24/7 access to your call data. FastRing offers tons of exciting features you and your customers will love, such as:

  • Call Routing: Ring one agent, or a group of agents
  • Keep Your Phone Number: No need to display random phone numbers to your customers.
  • Real-Time Statistics: See what’s going on in your business right now
  • Source Control: Add new sources whenever you need to

With all the features offered in FastRing, there’s simply no reason to look at any other callback widget.

Contact fusionZONE Today to Add FastRing to Your Website

Would you like to learn more about how fusionZONE’s callback widget can take your dealership to the next level? If so, please do not hesitate to give us a call at (424) 232-0728 or contact us online. We’ll be happy to answer your questions and provide you with all the info you need to know!

website navigation best practices

Let’s say Honda, Nissan, or Kia was running ads for a new vehicle.  Your dealership has that vehicle on the car lot.  A potential buyer sees the ad and gains interest in the vehicle.  They grab their phone, do a search for “Honda dealership near me”, and find your website.  What is their visit like?  How was the user experience? Does your website guide them down the path to eventually purchasing?  Did you follow website navigation best practices?

Mike and Charles tackle the combination of user experience and website navigation in the automotive industry.

 

It’s important to keep in mind the users behavior, search intent, and overall experience. A proper user experience is imperative to the generation of the lead.  It is usually the difference between good service and bad service regardless of the industry.

In the automotive industry, the website user experience can make or break a new car sale.  

7 User Experience Tips For Better Website Engagement

  1. Provide Helpful Internal Links.
    The user is likely researching vehicles and so you want to link to resources that can help with the experience.  Links to financing, to test drive videos, reviews, are helpful links.  You may want to link to the OEM, and other resources that will help the user, and add SEO value to your website.Don’t confuse links with call to actions.  These internal links should help inform the user, but not take away from the main CTA’s. 
  2. Improve The Content Flow.
    You can determine what pages get the most traffic on your website with tools like Google Analytics.  More importantly, you can learn which pages lead to new car sales.  For example, a website visitor could land on your website home page from a Google search for “Honda dealership near me” or a similar term.  From the home page, they may visit your search page and begin looking at vehicles.  After selecting a vehicle, they’ll end up on that vehicle page. With this basic level of understanding about your website traffic, you can improve the way your content flows and cater it to the user experience.  Once the visitor is on the vehicle page, we continue to guide them with call to actions like schedule a test drive, or get financing.The content should guide the website visitor down the path you want them to take.Keep in mind that most of these actions will likely be taken with the swipe and tap of the users thumb, on their mobile device.  Using buttons and strategic links makes this process easier. 
  3. Limit Plug-ins & Pop Ups.
    You want to provide a helpful experience to the user.  When the website has too many distractions, it can become intrusive.  It is similar to dining at a restaurant and dealing with your waiter.  A good waiter will observe from a distance and then provide service when the time is right.  They’ll wait until your cup is almost empty before refilling.  They won’t interrupt you mid bite to ask you a question.  Your website user experience should be similar.  We all hate random newsletter subscription pop ups. These additional website features can help with conversions when used properly.  Overuse will deter website visitors from engaging and slow your website down which is detrimental to your search engine optimization. 
  4. Simple Navigation.
    When discussing user experience, it normally starts with the website navigation.  This is the main website menu that accesses most of, if not all of the website pages.  Website navigation best practices have grown and changed over the years.  Now, we have mega menus that do a great job of highlighting different website sections.  We have drop downs, and fly out menus, that work well on desktops. The challenges with website navigation tend to happen on mobile devices.  Expandable menus, sub menus, and the like become a hassle when using your fingers and thumbs. We’ve actually released a new product called Nav. 2.0.It was designed to address the common website navigation mistakes that most businesses make.  It has built in features that make navigating the website easier for the user.  One of my favorite features will lock the background when the menu is expanded.  This forces the user to choose a menu option, and not accidentally click on any elements on the page.The reality is, good navigation on a website will easily guide visitors to the pages they are looking for.
  5. Audit Your Menu Regularly.
    While on the subject of navigation, be sure to audit your menus.  Some websites may have a few different menus.  A top menu, main menu, sidebar menu, footer menu, and more.  These menus will contain pages that may need to be adjusted.  If your menu includes event pages that would promote coming events, be sure its updated.  If you all aren’t having events, remove the page.  Update the about page, or history page, with the latest company information.  Be sure to present content by order of importance. When auditing the menu, you’re checking to make sure that the pages are accurate, up to date, and there are no broken links.  The flow of pages is consistent with the overall goal you want to reach. 
  6. Focus On Speed.
    The speed of the website has a direct impact on the user experience. How fast does this website load?  How quickly can I navigate through it?  How long does it take me to find what I’m looking for?  Did it guide me down the path I needed to take? Positive answers to those questions will inherently mean that the website user experience is great.We can’t move on from speed without mentioning Google. Page speed is so important to ranking that they have tools and services that audit how fast your website is, and what could make it faster.  Page speed and user experience are key factors to improving search engine rankings.
  7. Use Videos.
    Video is the fastest way to share information with website visitors.  Video has more engagement than plain text.  When considering giving the user the best experience, we know video is the primary tool.  When speaking of the automotive industry, walk around videos, and test drive videos, and even testimonial videos definitely help the user experience.Wheels TV is a video add on product we offer to certain dealerships.  It allows us to add high quality, manufacturer specific videos, to each dealership website.  They are branded, load extremely fast, and provide a ton of value. Aside from increasing on page engagement, video has other SEO benefits as well.

The website user experience is directly affected by the navigation.  Be sure to follow website navigation best practices when improving your user experience.

If your dealership, repair shop, or body shop is having website challenges, be sure to schedule an appointment with us.  

 

How drivers shop for vehicles is changing everyday.  The automotive customer journey is not the same today as it was before.  The internet is the obvious game-changer.

 

Mike Silva, Director of Operations (Digital), and Charles Lewis, Digital Marketing Strategist of fusionZONE discuss improving automotive customer journey. 

However, certain aspects of car buying, like sales consultants and financing, will be in place for years to come.  Newer internet-born companies like Carvana are focused on the percentage of buyers who don’t want much human interaction.  

The reality is, we’re decades away from a fully automated car buying experience being the default way to purchase a car.  

Right now (and the foreseeable future) includes most potential buyers still visiting dealerships, test driving, asking questions, and then making a purchasing decision.  

So, how do you create a better automotive customer experience? Let’s look at the customer first.  

According to the New York Times, “millennials purchased 32% of vehicles in 2020, and are twice as likely to buy online”.  It’s safe to say the other 68% of vehicle buyers are a combination of GenX, GenZ, and Boomers. 

Here’s why customer experience matters: Customers don’t care as much about price, so you can’t just sell solely on that.  You must give them a reason to return so you can boost CSI scores, online reviews, and other social proof, as most consumers know what they are buying before they visit the store.  

Keep in mind that customer experience and customer expectations are closely related.  Mobile and contactless options have become normal during the COVID pandemic.  Your dealership should build on those new innovations as things continue to get back to normal.

What is the description of today’s car buyer?  A male or female Millennial or GenXer, well informed about the vehicle they are interested in, and likely to communicate online at some point during the transaction.  How can we improve the car buying customer journey?

automotive customer journey

8 Tips For A Better Automotive Customer Experience

  1. Customer Appreciation Events. Schedule events throughout the year for new buyers to get to know their vehicles better with on-site help, refreshments, upgrade opportunities, and even live entertainment. Live events also help tremendously with digital marketing efforts.  You can assist your SEO by posting links to your website about the live event that others can link to.  We all know that live video performs much better than recorded video on social media, so be sure to “go live” at the appreciation event.
  2. Service Drive Perks. Obviously, you need to have Wifi, coffee, water, and refreshments.  Also consider nail salons, video games for kids, or even meeting rooms for corporate and business clients.  The service drive also presents the best opportunities to discuss vehicle trade-ins.
  3. Consistent Branding. Make sure your dealership matches your website.  The offline and online experience should be visually aligned.  Use images and video of the store front and vehicles on the lot.  Whatever specials are posted on the website should have signage in store. You want to make customers aware of all your trade programs and incentives.
  4. Mobile Services. If resources and logistics are available, offer mobile options such as driveway delivery, offsite test drives, onsite oil changes, pick-up and delivery brake repairs and tune-ups.
  5. Incentivize Vehicle Repairs. Offer discounted vehicle repairs during slow periods.  Create contests and other social options to win free services and branded merchandise.  These strategies also help increase your social media followers, likes, and subscribers.  We provide our dealership clients with FastCoupon. It helps you sell more by offering quick and easy to use discounts.
  6. Improve Online Experience.  A white paper by CDK Global states that “[Millennials] spend more than 17.6 hours shopping for cars online before ever stepping foot on the lot”.  This means the use of video is more important than ever.  If your dealership doesn’t have test drive videos or content about your cars, ask about our Wheels TV website plugin.  We can help give the experience they are looking for.
  7. Communicate With Messaging. The reality is, digital marketing is likely a key component of how the car buyer found you.  Be open to communicating entirely through text message, Facebook private message, Instagram DM or Twitter mentions.  We also know that most of the research happens on the car dealership website. Offering an online chat feature is a great way to communicate with interested website visitors.  Ask about our ConnectChat website chat solution that is powered by real people.
  8. Improve Transparency.  The most challenging part about the car buying process is usually financing.  It’s the negotiation process with the sales representatives, then the follow-up with finance managers, before finally getting to a price much higher (due to fees, taxes, etc.) than originally negotiated.  It only gets more complicated when including a trade-in.  Our developers have created online tools to solve this problem.  FastLane Leads is one of our flagship products that seamlessly streamlines the entire process (including a soft credit pull, trade-in value, and payment arrangements), and integrates directly into your dealership website.

Depending on the size of your dealership, you may be able to take action on some, if not all, of these tips to improve your automotive customer journey.  We’d love to see you succeed. Please comment below with what problems your dealership is experiencing with customers, or contact us to discuss the digital marketing solutions for your dealership.

Conversational marketing may sound ambiguous, but 79% of customers now use messaging apps to interact with customer service, and 82% reported that an “immediate response” was the most crucial factor in their overall satisfaction.

If your business is one of the 36% online currently using conversational marketing, by leveraging the power of live chat, then you can skip this one. For everyone else, click here to see why live conversation services help forge genuine conversations and increase conversions.

Here are three quick ways conversational marketing will dominate this year:

#1 – Natural Language Search

Robotic phrases are in. Conversational search is in (and yes, that includes trending voice search results too). Google is literally listening to how people ask for digital data and paying close attention to the brands that serve back humanized information.

Search Engine Watch explains:

“Natural language search is search carried out in everyday language, phrasing questions as you would ask them if you were talking to someone. These queries can be typed into a search engine, spoken aloud with voice search, or posed as a question to a digital assistant like Siri or Cortana.”

Tip: Make it easy for customers to say yes by researching the keywords they use to find your brand and become popularized by Google.

#2 – AI Vs. Human Chatbots

Humans crave connection; AI chatbots have lost their appeal as humans report being frustrated by the mere prospect of talking to a robot.

Connect live chat enables small businesses to utilize real people to create genuine connections and leverages authentic conversations to boost customer service and increase conversions.

Tip: Customers who visit your website have an intent to purchase. Make it easy for them to say yes by welcoming them as they arrive and opening up a dialogue.

#3 – Social Media Support

Messaging apps help customers reach you from the platforms they feel most comfortable with and cover a range of avenues, including social media, third-party apps, and SMS.

While email marketing still offers great potential, the truth is consumer attention is now on apps, not inboxes. Placing your message where customers will see and engage with it is a no-brainer and a surefire way to see significantly higher open rates and engagement.

Tip: Help customers say yes by troubleshooting customer service on live chat and social media platforms to reduce friction and appear more present (see how we can help!).

What Does Your Service Say About You?

Customers are vocal in their desires to support brands that are backed by real people and who forge genuine connections with their audience. And while it may feel daunting, change can be a welcome and refreshing change of pace for you and your consumers.

It’s no longer enough to check off blogs, SEO and emails from your marketing efforts; customers want you to step up to the plate and craft conversational responses. It’s never been easier or more affordable to provide your customers with a premium customer service experience.

Whatever conversation you decide to spark, Connect 24/7 live chat offers real conversation with real leads, in real time.

Request your free demo to see how Connect 24/7 live chat can meet the demands of your small business today by visiting https://www.fzadigital.com/connect-live-chat/.

Sources

https://searchenginewatch.com/2016/04/12/everything-you-need-to-know-about-natural-language-search-2/
https://www.business2community.com/marketing/does-your-2020-marketing-strategy-include-conversational-marketing-02257726 

When it comes to lead generation, it’s normal to jump the gun and assume it’s all for quick and instant sales, but a truly successful lead generation campaign is a carefully coiffed system that can vet, converse, and finesse your audience into becoming lifelong buyers. 

Social media offers small business owners countless opportunities to put themselves in front of a highly engaged and active audience. In fact, small businesses that use social media see, on average, an increase of 24% in total sales just from simply being active on the platform. 

Lead gen can, for the most part, become highly-targeted and highly-automated, once you go through these quick tips. And could in the long-run, save your business an average of 45% on traditional marketing dollars (with the right agency) thanks to its set-it-and-forget-it success. 

So, if you don’t have a social media strategy, or you’re not using lead gen to incentivize people to your offer, it’s time to buckle up.

 

Did you know FZA Digital has over 1,000 proven accounts that get more leads every single day? Click here to request a free consultation today

#1 – Host a Giveaway

As a rule of thumb: run regular or repeat giveaways if you have an offer, service, or product that is low-cost and easy to fulfill (there are FDA regulated stipulations that if you run a contest, you must adhere to the terms and conditions). Run one-time, high-value giveaways when you want to make a statement and gain traction.

The higher the value offered in a giveaway, the more you can ask from your audience. This is also a great time to partner with different brands or clients who have a similar demographic, so you can double or triple your reach. 

#2 – Offer a Gated Lead Gen 

Popular choices include a short eBook, a one-pager that provides information, value, or a free consultation. The results come from adding a gateway. This requires your audience to give you some personal information, such as their email or an SMS, to get access to the information. 

When publishing a lead gen on social media, you’ll want to consider how people get to their destination as not all platforms want the audience to leave. Customization on social media is key, especially when it comes to the link and call to action!

#3 – Boost View with Live Webinars

Unlike traditional webinars, “going live” on social media is open to everyone and free. Live webinars are super effective for high-ticket offers as you can build trust immediately and answer buyer objections live (or invite them to your email funnel). 

Social media platforms such as YouTube, Facebook, and Instagram actively promote and notify followers when you go live to increase views. This is the creme of the crop for social content so if you are able to go live, even to do a Q&A, you can gain a lot of views quickly.

  • Bonus – The Follow Up 

At the end of the day, even the best lead-gen magnet is only as powerful as the time you take to follow up. Many people forget to read or listen to the information they’ve been given, no matter how incredible or compelling that information was at the moment of interest.

Opening up a doorway into a new conversation with a lead is how relationships begin and much like dating, thoughtful and frequent communication that benefits your prospect, will see them turn from a lead to a loyal and buying customer for life.

 

FZA Digital helps brands dominate online and can help you generate more leads. Click here to request a free consultation today.

  • Sources  
  1. (n.d.). Retrieved from https://www.cloudways.com/blog/social-media-lead-generation/

AI, or Artificial Intelligence, may seem like a dream for the far-off future, but the technology has been available for decades, and chatbots are now communicating all around us. 

In 2016, messaging Apps knocked social media off the top spot with an engaged audience of 4 billion users. Facebook Messenger boasts over 1.3 billion users and is growing in use and functionality at an astonishing rate.

Chatbots are software that can “read” for keywords and provide predetermined responses, but they cannot problem-solve or give an independent answer (that’s AI for you). If you have ever been robocalled, you’ll know within a few seconds of chatting to a bot. 

For those seeking to offer superior customer service, request a free demo now to experience Connect; a 24/7 live chat feature that can scale to your business’s demand. 

The Purpose of Chatbots

Chatbots enable you to automate some of the monotonous, or high-frequency demands in your business to support a stellar customer service experience. 

Each type of chatbot usually has a specific role, and a small business may use one or more to provide a variety of customer service, such as: 

  1. Simple (Scripted) Chatbots: These offer a cut and paste back and forth with your customer and no room for adjustment. 
  2. Intelligent AI Chatbots: These chatbots are taking AI to the next level; ordered a pizza lately or reserved a hotel room? You may be surprised to learn you were dealing with an AI and not a human. 

Many businesses feel the pressure to offset the cost of customer service by installing bots; but what if you could have the best of both worlds?   

There is a third option: 

      3. Human Chatbots: This chatbot platform with human interaction; this middle-ground has a lot to offer. Humans can problem solve and find answers that untrained AI cannot, with the timing and automation of computers.   

FZA Digital is leading the online conversation with Connect, a proprietary online chat technology that enables small business owners to reap the many benefits of chatbots with the transparency that only real humans can provide.   

Like any technology, bugs and glitches do happen, and in those cases, if you rely on AI, you’re going to be without customer support. This might seem ok at first, but wait until the moment during a high-paid Ad campaign like the Superbowl, and you’re SOL. 

How to Provide the Best Customer Experience 

You may be surprised to learn that 24/7 live chat (operated by real humans, in real time) is not as costly to install as you might think, and the expenses can often offset itself via the increase in sales and reduced friction-time in “teaching and training” one or more robots. 

24/7 live chat raises the bar for how humans and AI can perform together and combines the timing and targeting that makes AI great, with the irreplaceable human touch. If you want more leads, more sales, and more raving reviews, 24/7 live chat is the way to go

#1 – Leverage Waiting Times

Just as no one wants to be pounced on immediately upon arrival, a short delay can put your website visitors at ease and allow them to prepare for the conversation while browsing.  

It’s common for an on-page prompt to be time-delayed appropriately with the time that a customer may have questions or be considering leaving the website, to retain their attention and pull them into the conversation. 

#2 – Split Test 

The truth is there’s no way for you to know for sure if a chatbot or a human is the right choice until you try it out. Split testing enables you to see how customers respond to specific changes like adding a live chat feature and enables you to measure any reactions.  

Once installed, continue to test. You can try different automated flows, different responses and see what works for your customers. Pretty soon, you’ll see what works and be able to duplicate those efforts more widely across the board. 

#3 – Finding Balance in Your Business  

Depending 100% on AI is never a great idea. While it may seem trendy, you run the risk of being left out in the cold if there be a technical error, and your customers may feel they aren’t getting the attention they deserve if things go sour. 

Thankfully, finding the sweet spot has never been easier thanks to Connect 24/7 live chat, which enables small business owners to find the right tone for their customer service; best of all, it’s quick and easy to use, can be installed on any website, and won’t slow you down. 

 

For more information on Connect’s 24/7 live chat features, or to schedule a free demo, please visit https://www.fzadigital.com/connect-live-chat/

Sources  

 

  1. (n.d.). Retrieved from https://www.hubspot.com/marketing-statistics 
  2. (n.d.). Retrieved from https://www.comm100.com/resources/report/chatbot-statistics/ 

 

 

24/7 Live Chat: Real People. Real Leads. Real Time.

LAKELAND, FL, UNITED STATES, March 1, 2020 /EINPresswire.com/ — FZA Digital, LLC debuts Connect, a human-operated 24/7 live chat service. Connect is powered by real people in real time to leverage real results and enables small business owners the opportunity to host authentic conversations that can elevate the customer service experience and increase sales.

Ed Barton, CEO, shared, “While AI is getting better, a pure bot solution will not give the response necessary when dealing with complex sales processes or situations. Connect allows for live chat functionality or co-chat features to support the customer quickly and authentically; Connect works on any website, in any industry, and can be tailored with your branding to drive your desired outcome.”

Whether you’re a solopreneur, a growing small business or a full-scale national enterprise, Connect 24/7 live chat offers a golden opportunity to increase sales and drive conversions; all without compromising the integrity that may come from automating your customer relationships.

“As humans, we instinctively know when we are talking to a chatbot. Nuance in language can lead to the frustrating back and forth while an ‘AI’ tries to figure out what a customer is trying to find out. Unlike AI, humans will continue to have a unique advantage for many years to come,” added Alex Papadopulos, CTO.

In addition to providing concierge-style, premium customer service, Connect offers a unique opportunity to forge a one-on-one connection with interested customers at the moment of interest. Whether it’s 10 pm or 3 am, Connect 24/7 live chat hosts are ready and capable of closing, giving you more time to do what you love.

About FZA Digital, LLC:

FZA Digital, LLC is a full-service, progressive digital marketing services provider. For more information on Connect 24/7 live chat services, or to schedule a free demo, please visit: https://www.fzadigital.com/connect-live-chat/, or contact FZA Digital, LLC directly at https://www.fzadigital.com/contact-us/

FZA Digital, LLC
Crystel Raines
+1 214-729-3411
email us here