Dealer Chat Adoption And Vendor Market Share – June-July 2014

This is a two-for-one post, combining the quarterly adoption data through June, 2014 and the vendor market share data through July, 2014.

Dealer Adoption Trend

The adoption trend graph below shows the steady rise in chat software adoption by auto dealers as a function of time.

Dealer_Chat_Adoption_Trend_Graph

As of the end of June,  37.5% of of the roughly 34,000 dealership websites scanned had chat software deployed.  That number is up slightly versus a quarter ago, but the slope of the adoption curve flattened a bit because of something we mentioned in the previous post.  We recently added dealership URL’s to our crawler database  in order to increase the integrity of our adoption metrics and, although this practice is effective over the long haul, it causes the adoption curve to flatten in the short-term.

Vendor Market Share

There we no changes in relative vendor position during July, with Contact At Once! continuing to lead the pack.

All vendors showed positive momentum except for Gubagoo who lost market share (but not enough to fall out of 3rd place).   Gubagoo had ascended to fourth place roughly one year ago, then to third in early 2014 following the acquisition of Outsell’s direct chat business by Contact At Once!.   We’ll watch closely in the coming months to see if Gubagoo is able to regain momentum.  Stay tuned.

Dealer_Chat_Software_Vendor_Market_Share

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

Dealer Chat Vendor Share – May 2014

Posting late this month as a result of holidays and vacation…

As it turns out, there wasn’t much to report on anyway.  The May results showed no meaningful movement among the top 7 vendors in terms of market share.

We have been working hard lately to expand our database of dealer website URL’s.  Over the years, many of you have submitted the URL’s of your dealer customers…those submissions are always welcome and helpful in improving the accuracy of our measurement of relative vendor market share…but by definition they always include the dealer chat software of one vendor or another and thus skew our measurement of overall industry adoption.  Our goal lately has been to expand the database through other means in order to enhance the integrity of the adoption data.  Stay tuned for the June post which should be ready before the end of July.  In it we will post the quarterly analysis of adoption data based on the expanded database of URL’s.

Dealer Chat Vendor Market Share – April 2014

April market share measurements showed a continuation of the trend first highlighted in our February post, with Contact At Once! consolidating market share in the wake of their acquisition of Outsell’s direct chat business.  Outsell dropped to the #7 slot in market share in April, while the relative ordering of the other vendors remained the same.

Dealer Chat Software Vendors

Although we only depict the top 7 dealer chat software vendors above, we actually track a long list of over 70 vendors.  It is the top 7 who we believe are best positioned to benefit from the positive adoption trend that we document quarterly.  With only 37% of dealers having deployed dealer chat software as of Q1 2014, these vendors should enjoy continued growth and prosperity for the foreseeable future.

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

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.

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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