The option to ‘Text Dealer Anonymously’ will start appearing on Autotrader VDPs in our mobile and desktop experiences for our clients provisioned with both chat (regardless of usage) and Autotrader Call Tracking number(s). With their call tracking number now text-enabled, shoppers can engage with these eligible dealers 24/7.
Anonymous texting immediately eases consumer’s concerns about privacy and allows dealers to earn their trust through an ongoing conversation. The consumer is provided the opportunity to feel secure about making first contact with a dealership.
Dealers using anonymous texts will receive and respond the same way they currently manage their chats. Some differences to be aware of:
The Contact At Once desktop and mobile apps are available for download here. You will need your Contact At Once user ID and password to use the apps (Find more about ID/PW below).
Reset your Contact At Once portal password by clicking on the "I forgot my password" link on the customer portal homepage.
Contact At Once Desktop and Mobile App Training
Contact At Once Text Training is also available here: http://contactatonce.com/live-chat-training
Note: This is general Contact At Once training, and it does not represent our Anonymous Text solution:
To opt out of anonymous text only, please contact Dealer Support. You may still continue to use chat and Autotrader Call Tracking number(s).
Please contact Dealer Support and ask to be de-provisioned from chat. The text feature will automatically become unavailable once chat is de-provisioned.
Incoming text will be combined with chats in the DAR and Dealer Site prospects.
The 2 reports available in the portal are:
For incoming text, your team/ agents should not be asking for any contact information beyond a first name. The shopper initiated the text, and expects anonymity until their immediate questions are answered and /or they are willing to disclose.
If contact information is disclosed (first name or last name AND an email address or phone number), a CRM lead will be created automatically.
Shoppers can opt-out of text conversations at any time. If that happens, a dealer associate can no longer respond to that shopper. Or, if the text conversation comes to a mutual end, the conversation can be paused so the dealership no longer receives notification. If the conversation is paused, either party can re-engage at any point in time.
Please call 1-866-358-3880, email (email@example.com) or live chat support from the Contact At Once website (www.contactatonce.com). The administrator for the account can also retrieve your user ID and password from the Contact At Once portal. Simply go to Provisioning (top navigation bar), then clicks Provision Agent (left-hand menu).
When provisioned with the chat feature by Autotrader, you received a welcome email from Contact At Once with instructions on how to create an administrator login and start setting up your account (including downloading the answering software). The Contact At Once dealer enablement team follows up with and assists dealers who haven’t activated the software.
If you are not provisioned with chat and want to be, contact your Cox Automotive Advertising Consultant.