Fasten Your SeatBelts

In this issue, we are going to turn our headlights onto how WebGreeter is helping Car Dealership Websites speed ahead in the cyber autos market.

The Cyber Age / E-tailing

Website visitors are spoilt for choice when it comes to the cyber autos market, emerging from the fact that every other person needs a car, every third person is dealing in cars and (Lord help the buyers!) every fourth dealer has a well established website. So how do you get that frenzied visitor to stay on your website long enough to do the ‘visitor-to-customer’ maneuver, hmmm? Simple, just call in the experts—WebGreeter!

Engaging the E- Drivers:

Our highly trained team of webgreeters know the “right” way to approach your online visitors and engage them in a conversation that is informative yet pleasant. They have the skill to qualify a person who is just browsing the web from a serious buyer and are competent enough to know how to keep the ball rolling.

They help your online visitors in browsing through your inventory, by providing them with the information, tailored to their specific needs from the myriad of content available on your website, and by doing so they achieve the feat of “keeping” the visitors “on your site” and off the others. You’d be surprised to know that a great many number of website visitors willingly leave their contact information with our webgreeters, thus providing the all important lead for an instantaneous pitch.
The transcript of every chat conversation is sent to the website owners as soon as it ends, which allows the website owner / sales team to monitor the conversations.

To view sample live text conversations, click here: Sample Live Chats

Helping the E-Drivers

Our web greeters are doing just that on many dealership websites, such as, Acura, Lexus and Chevy dealerships.
Our greeters enhance the visitors stay on the dealer’s site by engaging a conversation with them. Apart from providing navigational help to the visitors, the webgreeters also aides in scheduling a test drive or a service appointment. This contact number or email is then instantly relayed to the dealer, through text messaging or emails to their PDAs.

The dealers are thus provided a lead which many a times turns into a customer, while increasing the level of customer service

Bringing in “Affordable ‘Human Interaction’

Webgreeter came up with the idea of placing a live person who greets and interacts with the site visitors through a chat based interface in real-time. The services major difference from other live chat providers is that not only does it provide the software but also the trained personnel who sit behind the software. With none of the shortcomings of the call centre based services, it furnishes the e-tailers with an affordable ‘live human interaction’ angle with their site visitors and much more.

Luring in the Elusive

Imagine potential customers queuing into car showrooms to give their contact numbers, well this may sound like every car dealer’s daydream but is actually happening thanks to the WebGreeter service. On these website our web greeters have already turned that daydream to reality. Our web greeters chat with their web site visitors help them browse through the site—no sales pitch (don’t pressure the wary) and when the web visitor gets interested enough to ask for detailed information, our web greeters ask him/her questions provided by the dealership to qualify the visitor and to kindly give his/her contact number so that a more knowledgeable person can callback promptly to give detailed information personally. This information along with the chat transcript is then sent immediately to the dealers. It may surprise many a dealers as it did some of our current customers to know how many visitors are happy to leave their contact info enabling that much desired ‘visitor-to-customer’ conversion.

A Live Sales Person on Your Website

Many web car dealership are realizing that an attractive and comprehensive website is just not enough in this cut-throat competitive cyber market, they need a competitive edge—a discerning ear and a ready and instant response to the buyers queries and needs. All of this is made possible with the help of WebGreeter. Our Greeters not only chat live with the online visitors, give them information, push site content to them but also help the auto dealers provide prompt pre-sales and post-sales customer service, while keeping the dealership open with a real live person greeting every visitor on the website till midnight 12:00AM CST.

Some of the many concerns that only WebGreeters can help your visitors with, once they are on the site.

1. How can you help me do research for my next car purchase?
2. How can you help me buy a new or used car?
3. How can you help me sell my car?
4. Once my car is sold, how do I let you know so you can remove my ad?
5. How do I buy a vehicle through .com?
6. What are your hours of operation?
7. How often is used-car pricing updated?
8. How can I find a list of vehicles with specific features?
And many more to go……..

We are proud to say that our website developers finished webgreeter’s new website. Here are a few screenshots and For full view, please visit WebGreeter / LiveAdmins

In this issue, we move towards analyzing our Web Greeter service in terms of its viability as a live customer support service, with pre-sales and post-sales functionalities as its intrinsic qualities. We will do this by comparing Live Chat Support with conventional customer support services (telephone support and online help). Synergistic in character, live chat support takes conventional help models as its unitary factors, and works by merging their best features while coming clean of their shortcomings.

Live Chat Support versus Telephone Support

Currently, you are probably extending customer support over the telephone, and from traditional platforms; it is a costly undertaking as it asks for infrastructure, staff accommodation, its training and maintenance. With this in view, a decision in favor of live chat support is, in fact, a decision in alliance with your own business interests. A partial replacement, for example, of call center operations by live support services implies, above all, a reduction in your Total Cost of Ownership (TCO). We do not ask for a place in your office, nor do we solicit you to train the support team. Rather, we furnish you with a qualified staff that serves you from a global call center, and thus relieves you from employee related expenses and complications, and the task of organizing and managing the support team. Above all, our cost structure is favorable because the phone help model is inherently restrictive – a phone operator can assist only one customer at a time, which may result in long queues of customers who make repeated, unsuccessful attempts to reach support, and finally give up. A Web Greeter, on the other hand, can handle three to four visitors at a the same time, which can drastically lower the number of neglected customers. Also, as opposed to phone support, web visitors do not have to get disconnected from the Internet to get a query answered because live operators are on the website to cater to them. Live chat support is most akin to tele-support in that it is a direct, personalized contact with visitors.

Live Support versus Online Help

Online help, though comparatively cost effective, is deficient in this personalized expression. Help is, indeed, as near as a mouse click, only visitors have to spend time in searching through it. This may as well not resolve the issue, for a cruise through help may prove to be a little less complex than website navigation. The scarcity, and even the overflow of information may either drive visitors away, or else lead them astray. It may also happen that their inquiries, made through emails, go unattended, or are answered after annoying delays. As an aftereffect, a company may loose customers or only succeed in building up a dissatisfied clientele. Alternatively, live support is an instant help, giving visitors the precise information they’re scrambling for (and that too in the minimum time possible and with the least effort on their side). Visitors do not even have to click a button for help; live operators initiate the conversation with a greeting and guide them through. They are also efficient in taking messages from site visitor-customers, and scheduling appointments. This timely response is apt to enhance productivity and secure better investment outcome.

Pre-sales and Post-sales Features

Note that telephone support plus online help are more of post-sale help channels, and do not pursue a clear-cut pre-sale course, which is better defined as telemarketing. Live Chat Support, on the other hand, effectively amalgamates and streamlines these disparate activities. Apparently aiding visitors in the navigation of the website, live operators actually capture leads and strive to qualify them through targeted and relevant communications. The practice is not simply an effective visitor retention strategy; it also suffices as a customer recruitment campaign as it usually leads to a sale.

Scalable in Design

Realizing that the performance of conventional help tools cannot be judged with strict precision, it wouldn’t be wrong to say that live support remains the most comprehensive and scaleable support system available on the market today. This is so because all interaction with the visitor is safely recorded and transcripts of the actual conversations forwarded to the website owner. The method is adequate not only for review purposes, but is also meant to facilitate an immediate follow up, if necessary.

Let our Live Operators Greet your web visitors, provide online Customer Services during their stay, and generate Leads for you before they click-away! Add a Real Live Customer Service Agent to your web site who helps you sell, up-sell, and cross-sell your products and services.

This Friendly Live Operator

* Qualifies your web visitors and pushes marketing content to them.

* Produces leads by engaging visitors in a conversation.

* Reduces your phone costs.

* Replies to emails received regarding your products and services.

* Schedules appointments with website visitors.

* Develops personal relationships with your customers while strengthening customer loyalty.

* Acts as YOUR employee.

* Provides the human touch to your web site.

* Assists in refreshing the website content, when you only have to fax us the changes.

* Keeps your business available 24/7.

Now you can Direct your Customers to a Real Live Person on your Web site.

* How does your product work?

* Is there anyone who can assist me in understanding how well this product suits my requirements?

* Can I negotiate on the package in accordance with my requirements?

* How does your service stand against your competitors?

* How much better is this product than those available on the market?

Customers want personalized attention! They are interested in instant solutions, with to-the-point answers to their questions. Sometimes, the whole experience of surfing through the website becomes so difficult that the excitement of further exploring it fades away. With disinterested customers and disgruntled website owners, websites fail to justify their existence.

Now, it has become possible for website owners to personalize their online business the way they aspire, resolving the issues mentioned above. Our business model allows you to have a real-time/on-line customers support on your website, thus giving the customers a highly personalized experience. And, what’s more, all of this comes at a very nominal cost! Our Live Operators are always available on your website, prepared to have a real time live chat with your website visitors/customers. They are well trained to add value to your website by providing you with:

* Online Customer Services support

* Pre-sales and post sales product support

* Meeting Coordination

* Appointment scheduling

* Technical support

* Lead generation and increased sales opportunities

* Conversion of website visitors into buyers

* Relationship building with your customers

Webgreeter has decided to introduce competitions amongst employees to step up the employee morale and overall productivity by a notch. This not only implies actual competitions. The intention is to infuse the work place with competitiveness and team spirit.

Webgreeter has devised an excellent exercise for this purpose. Now what happens is that employees are divided into teams of equal numbers and each team is headed by a supervisor, who is responsible for the team’s performance. The teams are given assignments to be completed within a set deadline. This scheme is surprisingly effective, since employees get to know each other personally, form closer bonds and work towards a common goal. This spirit also serves them later in the work place since they learn to work as a team. Most importantly, through these competitions, employees invariably learn to depend on each other.

You cannot produce outstanding results if a team comprises of two skillful and two uncooperative members. These competent members depend on other members to produce the necessary results. And if a team does well, all the members are praised for it, including even those who did not necessarily contribute towards it. Therefore, this activity teaches employees to share responsibilities and rewards equally.

It is through teamwork that employees work together to attain a common goal and produce results that exceed expectations. It has to be borne in mind that achievements of an organization are the results of the combined effort of each individual. Thus, everyone depends on each other, which is why team spirit is so vital to any organization.

Through this exercise, Webgreeter does not only seek to build team spirit but also create a competitive atmosphere, which is ideal for a work place. The employees are constantly driven to outperform the others thereby enhancing their craft and increasing overall productivity. Inculcating employees with team spirit makes for healthy working relationships and everyone desires a good working relationship. Competitiveness and team spirit make for increased motivation in employees and this leads to extraordinary performances, which is why these two elements are central to any organization.