Auto Dealer Website Chat Adoption – March 2014

Each quarter we analyze adoption of website chat software by automotive dealerships using our documented methodology.  The first quarter of 2014 saw adoption jump 2.5%, with 37% of dealership websites having deployed chat software as of March.

As depicted in the graph below, this quarter’s results continue the steady growth trend measured over the past 3+ years.

Auto Dealer Chat Software Adoption - March 2014

In terms of vendor market share, there was only one change of note.  Outsell continued to cede market share to Contact At Once! and fell another slot to 5th.

*  Note:  ActivEngage management has challenged the accuracy of our data.  Read more.

February 2014 Market Share For Live Chat Software Vendors

February, normally a sleepy month, produced some very interesting data this year highlighted by:

  • - The market share of leader Contact At Once! surged to greater than 50% for the first time
  • - CarChat24 zoomed past BoldChat to claim the #5 spot
  • - Outsell’s market share fell precipitously, dropping to the #4 spot

The first and third bullets are, we believe, closely related.  In December we analyzed the Contact At Once! acquisition of Outsell’s managed chat business and it seems the impact of that transaction is now being seen in the market share numbers.

We measured a marked increase in dealer sites with CarChat24 during February, the result, we presume, of a strong end-of-2013 sales push.

Market Share for Live Chat Software

Overall dealer adoption of live chat software continues to climb with increasing momentum.  In next month’s post we will detail the quarterly adoption trends.

*  Note:  ActivEngage management has challenged the accuracy of our data.  Read more.

Market Share For Live Chat Software Vendors – January 2014

The market share rankings for live chat software vendors serving the automotive industry remained  the same for January.

Leader Contact At Once! added to their lead, and #2 player ActiveEngage also added share.   Outsell, the #3 player, lost share, as expected, following the sale of a portion of their live chat business in December.

Others losing small shares were Gubagoo and CarChat24.  It should be noted that the number of dealer websites using Gubagoo and CarChat24 both grew, just not as fast as other vendors.

Regarding BoldChat who gained small share, we have learned that a relatively new  provider of chat answering services, EngageToSell, may be behind the increase in market share here.  EngageToSell is not the first chat answering service to use BoldChat’s software (Outsell also does so), but as far as we can tell is the first to use the generic BoldChat code signature.  As a result, our crawler is unable to distinguish between sites using the EngageToSell asnwering service, versus those that licensed software directly from BoldChat.   We will seek clarification from the respective vendors to see if it may be possible to tease apart their respective market share measurements, but for now they remain commingled.

Live_Chat_Software_Vendor_Market_Share_Jan_2014

Live Chat Software Adoption Trend for Automotive Dealers

Happy New Year to all of our readers!  Adoption of live chat software by automotive dealers continues to climb.

We analyze the adoption trend on a quarterly basis, and based on our December 2013 data, approximately 34.5% of dealer websites now have chat software deployed.

As evidenced by the trend graph below, the data points to continued adoption by automotive dealers.

Automotive_Chat_Software_Adoption_December_2013

Next month we’ll update vendor market share data to see what, if anything, has changed.

 

About

We help automotive professionals make informed decisions by providing factual data about the use of website chat to connect online shoppers with car dealers. Using an unbiased and transparent methodology, we measure how many dealers are using chat, as well as dealer chat vendor market share. We’ve also researched 3rd party and OEM websites to document which are leveraging chat technology to increase website conversion.

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