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Define the KPIs for Live Engagement in Your Automotive Business Plan

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First things first – what do we mean by Live Engagement? You’ll have seen the ‘Live Help’ or ‘Live Chat’ buttons on websites that are one click away from a conversation with an agent about your query, order or the service you’re looking for. That’s broadly called Live Engagement. It often starts as a sophisticated ChatBOT experience, which can then route to a text chat conversation with a real agent and might even lead to a face to face video conversation in a dealership.