Study: The desktop drives most car shopper calls to dealerships

CARY, N.C. - 

While car searches on mobile devices surpass those performed on desktops and laptops, because most consumers who make phone calls to dealerships shop on their desktops, automotive marketers should consider how they direct digital ad spend between both desktops and mobile devices, especially during the industry’s two peak sales seasons, says a recent study.

Shoppers on their desktops and laptops made up 54.8 percent of call conversions from dealer websites, while only 45.2 percent of calls come from visitors on mobile devices, according to a study on shoppers who make phones to dealerships by DT University, the educational and training center of DialogTech.

DialogTech said its DT University examined more than 1.1 million phone calls made to thousands of U.S. and Canadian dealerships from 2015 through August 2017.

During the two peak sales seasons, March to May and September to November the study found that gap between desktop and mobile generated calls is even greater.

Desktop shoppers drive both the most calls and revenue, according to DialogTech.

Below lists the percentage of how many more desktop and laptop calls dealerships received during peak sales seasons:

First Peak Sales Season

  • March: 22.2% more calls from desktop/laptop than mobile
  • April: 27.3% more calls from desktop/laptop than mobile
  • May: 27.3% more calls from desktop/laptop than mobile

Second Peak Sales Season

  • September: 22.2% more calls from desktop/laptop than mobile
  • October: 22.2% more calls from desktop/laptop than mobile
  • November: 56.4% more calls from desktop/laptop than mobile

“There is no shortage of great marketing research on the importance of smartphones to the customer journey of every industry, including automotive,” DialogTech director of content marketing, Blair Symes said in an email interview with Auto Remarketing.

“At DialogTech, we've even published a lot of it. But in the rush to optimize everything for mobile, it can be easy to forget about the desktop. That's why it's important that marketers understand what devices shoppers use at each stage of the customer journey, including when they convert online or over the phone, and tailor their ad campaigns and customer experiences to generate maximum return,” he continued.

To increase ROI, the study encourages marketers to use data on what devices brings the most calls on each specific day to help direct digital ad spend appropriately.

According to the study, desktop and laptop shoppers drive more calls during the week, while mobile shoppers make more calls on the weekends.

The study also suggests that dealerships pay closer attention to callers because on average, shoppers who call a dealership purchase vehicles 10 times more than consumers just who fill out a form online, according to the study.

DialogTech said it collected its phone call data from its voice management platform, which tracks, millions of calls generated by automaker and dealership website visitors across North America each year.

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