It’s important to regularly encourage dialogue during all messages. For instance, over the last 3 years, our bespoke enquiry reviews have highlighted how inconsistently next steps are prompted during online conversations. Only 32% of reviewed enquiries saw dealers encourage customers to engage off-platform.

Don’t wait for the consumer to instigate the order process. Be proactive by asking direct questions to messages in order to encourage further dialogue and help them move forwards in their car-changing journey by prompting next steps (calls/test drives/showroom appointments) once requested details have been highlighted.