Returning Customers

Check the Previous Chat

Check the previous chats for several pieces of important information:

• If the customer previously provided their name, we will greet by their name and welcome them back.

  Note: This is applicable to SMS chats only. Web chats DO NOT confirm the name. However, if the web customer has the same name as the previous chat, we DO confirm their phone number and email provided in the previous chat.

• If the customer previous provided their email address, we will confirm that's still a good email to reach them. "In addition to the number ending in XXXX is EMAIL still a good email address to reach you?"

• Check to see if the customer is texting on the same listing or if it's a different listing.

*How much time has passed since their last conversation?

*If the customer is saying the dealer has not reached out, follow the process outlined in the Dealer No Response article.

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If the customer comes back after the survey to say, “took the survey,” I’ll take it after I hear from the dealer,” “Have a nice day,” “ thanks,” or similar.

We need to follow the process outlined below:

1. We will need to respond with “Hello, it looks like the survey expired, did you have any additional questions for me?”

2. If yes, handle it like a regular conversation.

3. If no, simply close out the conversation using a closing pre-defined.

In addition to these changes, surveys will only be triggered if a consumer or agent sends a minimum of 2 messages or more. This should help avoid spam and alleviate how often we are receiving these post-survey messages.

Do Reply...

The customer asks another question. Answer the question, ask another probe, send a new closing. They give an email Thank the customer, ask another probe, send a new closing They provide other important details (when they want to be contacted, etc) Affirm you'll let the dealer know, ask another probe, send a new closing How to Fill Out the Lead:

If we are sending a new lead to the dealer due to a new question or the customer giving an email, we need to start with “UPDATED LEAD FORM. Customer came back to provide their email. They want to confirm the mileage.”

Be sure you are including all the information from the first lead.

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Returning Customer, concerns in Survey

1. Reminder to Everyone: Please check the customer's previous chat history before treating the conversation as "Closing Survey Expired." We've noticed a trend that has led to DSATs.

**If the customer's response was simply "Yes," "No," or a number from 1 to 5, it's safe to treat it as "Closing Survey Expired." If not, make sure to double check their previous chat.

Sample Verbiage:

"Welcome back, NAME! This is Emeflor, a live agent from CarGurus. I see you previously contacted us about the CARNAME (#123456789). In addition to [TOPIC], do you have any other concerns I can relay to the dealer for you?"

1. Hello Everyone

If a customer requests to speak with an agent, do not treat the conversation as 'Survey Expired.' Instead, consider it a new chat and review their previous interactions to identify any issues or questions that may have been missed.

Sample Verbiage:

Hi customer! I can see that you previously texted the CARNAME (#123456789) regarding its availability. Do you have other concerns that I can further assist you with?"