20 October 2022
Creating a Conversational Masterpiece: After the Chat – The Finishing Touches

By: Victoria Lieber
October 10, 2022

You’ve put in the work and it has paid off! Now you can handle chats conifidently and the leads are starting to pour in to your CRM. Congratulations! 👏

You are not done yet, though! The customer’s experience doesn’t stop at the end of the chat. You are an expert at handling customers when they come in to the dealership, but what about the time in between the lead coming in and the customer’s appointment?

Creating a seamless experience for the customer transitioning from online to in-person will help you to build a great relationship. The better this goes, the more likely you are to get repeat customers and referrals.

Sounds good, right? Let’s talk about how to make it happen!

 

Main Goal: do your homework.

 

Now that you have handled a conversation and submitted a lead, it is time for the follow-up steps:

  • Follow up with your customer in a timely manner. You don’t want to leave them waiting for more information. The more time that passes, the more likely they are to shop around elsewhere.
  • Reread the chat transcript(s) prior to meeting or calling the customer. This is a great habit to build and allows for you to know exactly what the customer is looking for without having to ask them again.
  • Bonus: when speaking with the customer in person or on a call, make a reference to something that was discussed in the chat. This will help to build your relationship and also helps to make the customer feel heard and valued.

 

Taking the time to work on and perfect your online chat experience is an investment that will always pay off. A happy customer turns into a sold deal, which turns into repeat business and then potentially several word of mouth referrals.

Now that you have the groundwork to create your own conversational masterpiece, you are ready to start refining your own chat experience! You don’t have to be an artist to create an amazing chat experience for your customers — the only thing you need is a passion for helping your customers the best you can. 

 

“There is nothing more truly artistic than to love people.”

― Vincent Van Gogh

 

Why listen to us?

We’ve been experts in the industry for over a decade, and just last year we handled over 12 million chats and produced over 5 million leads. No matter what tool you use, these tips will help you build the foundations of your conversational masterpiece.

 

Check out all the articles in this series:

How to Create a Conversational Masterpiece: Introduction

Creating a Conversational Masterpiece: Before the Chat

Creating a Conversational Masterpiece: During the Chat – How to Find Your Flow

Creating a Conversational Masterpiece: After the Chat – The Finishing Touches

 

New articles are always coming soon! Until then, read more on Gubagoo ChatSmart. Demos are available when they’re most convenient to you – simply send us a chat 😉