That’s one small step for man, one GIANT leap for Crossroads. The way we communicate through the internet has phenomenally changed the way we interact with each other on all levels, however, one recent innovation deserves honorable mention within the automotive industry. Within this blog post, we will discuss a unique combination of using video and chat services. We will first examine why video is great for communication. Next, we’ll discuss why chat is great for business. Finally, we’ll wrap it all up with showing you what Crossroads has done with Youtube. Shall we begin?
One thing’s for sure, American’s love watching videos… and that’s what makes it so valuable to business. There’s no doubt that we all watch at least one video a week, and though I’m sure we’re all aware, to some extent, of how huge videos are on the internet, but some of these figures might surprise you. For instance, Forbes reported November of last year that “The average user spends more than 21 hours per month (up 47 percent) watching more than 200 content videos (up 20 percent).”. That’s alot of videos when you understand that roughly “48% of online American adults watch video from other users” (Forester Research Survey from “Groundswell” by Charlene Li and Josh Bernoff)
Out of all the ways we could watch videos online though, a household name familiar to all of us dominates all other video outlets… Youtube. Emarketer reported in April, “A study by AYTM Market Research examines just how popular YouTube is as a platform—and to what degree users consume YouTube content. The study showed that the vast majority of US internet users (about 60%) visited YouTube at least once a week in March 2013. Out of that percentage, 22% visited YouTube every day, and nearly 30% visited YouTube a few times per week.” What does this mean? It means that 60% of all internet users visited YouTube at least once a week! An even more interesting aspect of Youtube taken from the same report is that “Thirty-seven percent said they rarely watched on a site other than YouTube—11% said they never did.” This makes Youtube the main avenue for watching videos especially since it is the second most used search engine (next to Google). Before I reveal to you why these points makes even a penny’s worth of difference to you though, let me introduce chat and communicate its value….
To put it briefly, integrating chat on websites is beneficial because consumers value customer service and technology. Art and Technology Group, Inc.’s 2010 study “Live Help: Global Consumer Views & Trends- Live Voice and Live Chat” reveals that 90% of U.S. consumers rank click to chat as ‘useful to extremely useful’. Though this is great info, let’s not stop there. Of these potential buyers, millennials make up a significant portion of them. In fact, in August Isabelle Helms, senior director of research and marketing analytics for AutoTrader.com estimates that millenials will represent nearly 50% of car purchases by 2020 which is right around the corner. Members of Generation Y (AKA Millenials) are well known for being tech savvy, and in 2011, a Barkley study “American Millennials: Deciphering the Enigma Generation” states, “The difference between non-Millennials and Millennials is not whether they conduct research prior to making purchases, or even what resources they utilize. It’s how they conduct it. For Millennials, consumer research isn’t done sitting at a desk. Millennials have their smartphones and other mobile devices handy, and they may very well be making their final purchasing decisions while standing inside your store comparing prices or determining the origin of a particular product.
Sixty percent of Millennials agree that it’s a real convenience to have a smartphone or tablet to research or purchase a product or service on the go. More than 50% use their smartphones to research products or services while shopping.” This appreciation of modern chat services shows through statistics. One that comes directly to mind is from an EMarketer article from 2009 that mentions a study from Bold Chat (creator of one such e-commerce live chat solution, conducted a survey of US online buyers to investigate whether the feature had an effect on online shopping habits.). The article says, “Fully 63% of respondents who chatted said they were more likely to return to the site, and 62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself.” So what do we do now that we know how important customer service through chat is to customers? How can we take advantage of the technological inclinations that customers have?
It’s simple. In order to take advantage of the extremely high youtube traffic and the modern appealing accessibility that comes along with it, Crossroads now can link your chat directly to your product videos on Youtube. Tentative customers can now not only watch your product videos but can go straight to chat concierges with questions. This gives you even MORE opportunities to convert shoppers into buyers and build valuable relationships with potential buyers, giving you an edge against your competition. Now that’s WOW. To see how you can integrate chat on your product videos, email us at email@example.com and we will show you how to do it.