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Lead response time
Response time is the time from a customer submitting an enquiry to that customer receiving a real reply from a person or a relevant automated response. It is measured per lead and per salesperson, and it is the single number that most often explains the conversion gap between two otherwise similar dealers.
A customer writing on a car portal typically writes to several dealers at once. Whoever replies first gets the conversation.
An automated reply only counts if it is relevant and moves things forward, for example to a test-drive booking. A generic acknowledgement just postpones the problem.
Measurement must cover both working hours and outside them. Leads land in the evening, and that is where the difference is created.
In CARRUSLiNK
CARRUSLiNK measures response time per lead and salesperson and sends a relevant first reply with self-service booking built in.