Facts Only
Each quarter we stop to take a look at dealer adoption of live chat software. Adoption has trended upward every quarter that we’ve been tracking it, but the first quarter of 2013 produced the biggest jump in adoption yet, as depicted in the graph below. Starting at 23.6%, adoption climbed to 26.0% by the end [...]
February data shows a dramatic acceleration in dealer adoption, from 23.9% to 24.8% in just one month. This jump is likely the result of two things… The first – Chrysler’s decision to put co-op funds behind chat, as described in last month’s post. The second – expansion of our dealer website URL database, thanks to [...]
Another year has come and gone so it is time to reflect a bit. For the year, the top four market share leaders didn’t change, though some swapped positions. Contact At Once finished atop the stack, just as they started the year, with a commanding lead in market share. Activengage finished second, having swapped [...]
November was an interesting month in that, although there were no changes in rankings among the top 7 vendors, certain of them gained and others lost market share in a way we have not typically seen. Historically, except for Outsell’s somewhat steady market share decline over the past year, all other vendors in the top [...]
October was a busy month for the auto industry with many OEM’s, dealers, agencies and vendors converging on Las Vegas for events such as the Driving Sales Executive Summit, the JD Power Internet Round Table, and Digital Dealer 13. Many of the website chat vendors had a presence at these events and it was evident [...]
More of the same in May! Outsell continued losing market share, while Contact At Once! and Activengage gained. Of note, dealer chat adoption topped 21% for the first time. Look for the quarterly adoption data and analysis in next month’s post.
April dealer chat market share data revealed several items of note… First was a continuing trend among the top three vendors – Contact At Once! (#1) and Activengage (#3) gaining market share, with Outsell (#2) losing share. In April, Contact At Once! market share was up the most…a healthy half of a percent. The other [...]
February results are in and we’re including more vendors in our rankings this month. The vendors gaining automotive dealer chat market share included Contact At Once!, whose overall lead continues to widen, and Outsell, who bounced back slightly after losing share for ten straight months. Market share losers in February included Activengage and Dealer.com. Our [...]
There were several notable dealer chat events during August. The first was an announcement by EveryCarListed.com, an up-and-coming national automotive site owned by SuperMedia, Inc. (NASDAQ: SPMD), in which the company stated that their dealers were experiencing a 40% increase in customer interactions as a result of dealer chat. According to the announcement, EveryCarListed.com has [...]
Adoption of chat on dealer websites continued to grow as depicted in the chart below. In terms of dealer chat vendor market share there was a shift in the #6 spot with Smartchat, a product from DealerTrack/eCarList, replacing LivePerson, but otherwise no movement amongst the market leading vendors as shown below.
Car Dealers continued adding chat to the dealership websites according to our May data that shows 16.8% of the 20,000+ car dealer websites crawled have live chat software, up from 15.4% in January. In terms of dealer chat vendor market share, Contact At Once! expanded their lead in May. The vendors chasing Contact At Once! [...]