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REF ID REMOVED (MOBILE)

Goal: To obtain the REF ID while maintaining a helpful, professional, and reassuring tone.

Sample Opening Spiel:

"Hi there, this is Emeflor from CarGurus. Thanks for reaching out about the [VEHICLE NAME]!

It looks like the text message you sent didn't include the unique reference ID we need to pull up all the details of that specific car. No worries at all – this sometimes happens!

To help me quickly find the vehicle you're interested in, could you please take these two quick steps?

First, let's go back to the car's listing page on CarGurus.

Second, we just tap the button that says "Text". This will automatically send the reference ID I need.

Please let me know once you've sent it, and I'll be happy to provide you with all the information you need!"

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This article will provide updates on handling no REF ID scenarios for SMS.

Sample Opening Spiel:

“Hi there, thank you so much for reaching out to CarGurus. Typically when a customer utilizes our SMS feature for a vehicle an 8-9 digital number appears that provides us with the vehicle and dealership information. Are you able to provide a link to the listing you are inquiring about?“

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  1. Response

Perfect! I am able to look at the (Insert vehicle info) what questions do you have about this vehicle? “

Your job now is to utilize the provided VDP by the customer to answer any questions the customer has about the vehicle. From there you can follow-up with one of two responses (Always be sure to customize your response to fit the flow of the conversation)

  1. Follow-up response if Dealer info is available.

“You can follow up with the dealership at (insert #) to confirm (Insert what they need to confirm at the dealership)”

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

  1. Follow-up response if Dealer info is NOT available. “You can follow up with the dealership by filling out the contact form directly on the Vehicle Detail Page. “

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

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  1. Response

Great! Please let me know when you return to the listing.

  1. If the customer CAN see the contact form when asked.

Perfect! Looking at the vehicle listing. If you scroll down are you able to see a contact form? If so, you can simply fill out the form and a dealer specialist on site will follow up with you to answer any questions you may have!

  1. Follow-up response if customer does NOT see

No worries! If you select “Request Info” that contact form should populate allowing you to submit a request to the dealership so that a specialist on site can follow up with you to answer any questions

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  1. Response

Not a problem at all! If you are able to return to CarGurus you can simply conduct a search and select “Request Info” to submit a contact form to the dealership.

  1. If customer finds VDP and has questions

I would be happy to Assist. Are you able to provide a link to the listing you are inquiring about?

Your job now is to utilize the provided VDP by the customer to answer any questions the customer has about the vehicle. From there you can follow-up with one of two responses (Always be sure to customize your response to fit the flow of the conversation)

  1. Follow-up response if Dealer info is available.

You can follow up with the dealership at (insert #) to confirm (Insert what they need to confirm at the dealership)

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

  1. Follow-up response if Dealer info is NOT Available.

You can follow up with the dealership by filling out the contact form directly on the Vehicle Detail Page.

You can still follow required red word phrasing or any additional information that the customer should know. The only difference is the customer needs to follow up with the dealership.

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REF ID ISSUE - WEB

For those encountering chats with NoRefID issues, instead of giving steps to exit the chat window—which might confuse the customer—please follow these steps:

  1. Refresh the Lead Form in LP. When a chat (Web) comes in without a reference ID, agents should refresh the lead form in LP. If the customer is navigating through different listings, LP might have issues loading the reference ID, leading to this problem.

  2. Ask Customers to Refresh/Reload the Listing Page. Instead of instructing them to exit the chat window, we should politely ask customers to refresh or reload the listing page. This may help resync the listing with LP and retrieve the reference ID. After the page reloads, the CarGurus chat window should pop up again where they can continue the chat.

  3. Refresh again the Lead Form in LP. If all else fails, check page navigation, if you can see multiple listings ask the customer which car they are inquiring about and assist.

  4. If the reference ID still doesn't appear/if there's too multiple link and we're unsure, let's ASK FOR THE LINK and do our best to still assist the customer.

Sample: “Could you please refresh or reload the listing page? This will help us sync the details with our system.”

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REF ID Won't Load - Steps

  1. Ask for the link first

I appreciate you reaching out to us. I'd like to help, but I couldn't find the listing you're inquiring about. Could you please provide us with the link to the listing? This will help me best serve you today. Thank you!

  1. No link

If you're unable to find it, you can also return to the listing and fill out the contact form by selecting “Request Info”. Once you've done that, the dealer will be able to answer your questions directly. Alternatively, you can text back with the 8-9 digit number included in the message so we can locate the listing you're inquiring about. Thank you!"

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Customer Error: Refid Removed from message

Thank you for reaching out to us. However, I`m unable to assist you at this time, do you mind texting from this listing again and leaving the 8 digit number in the message?

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Tech Problem Lead- No Ref ID - Steps

  1. Missing REF ID: Link Request

I appreciate you reaching out to us. I'd like to help, but I couldn't find the listing you're inquiring about. Could you please provide us with the link to the listing? This will help me best serve you today. Thank you!

  1. Missing REF ID: No link

If you're unable to find it, you can also return to the listing and fill out the contact form by selecting “Request Info”. Once you've done that, the dealer will be able to answer your questions directly. Alternatively, you can text back with the 8-9 digit number included in the message so we can locate the listing you're inquiring about. Thank you!"