Golden Rule: Speed Wins
- Respond within 2 minutes→ optimum conversion rate
- Never exceed 5 minutes without a reply
- Leads older than 30 minutes are 'cold'
Best Practices
- Speed over perfection: quick response beats polished but late
- Voice notes feel personal & authentic
- Offer Arabic + English support
- Send 1 photo/video of the car within 10 mins
- Pivot to phone call or showroom visit once engaged
Response Flow
- Instant Auto-Reply (0–30s): “Thanks for your message! This is [Dealer Name]. I’ll reply shortly with details.”
- Personal First Response (1–5 mins): Mention customer name + car, e.g. “Hi [Name], thanks for your interest in the 2021 Land Cruiser on DubiCars. Do you prefer a call now or WhatsApp details?”
- Qualification (≤10 mins): Ask: “Would you like to arrange a test drive, or details on finance first?”
- Escalation (≤1 hour if no reply): “Would you like me to hold this car for viewing today or tomorrow? They’re moving quickly.”
Dealer KPIs to Track
- First Response Time: Target <2 minutes
- Volume of leads not responded to within 5 mins
- Cold leads as % of total (leads not responded to in 30 mins)
- Engagement Rate: % of leads replying after first message
- Conversion Rate: % of leads booked for test drive/showroom
- Dealer Leaderboard: Share fastest responders weekly to gamify