tions . Today , customers expect businesses to have this option . Text-to-pay allows customers to act immediately , so your dealership gets paid faster .
Does the platform allow users to see conversation histories ? – By storing conversation histories , your staff can refer to any part of that history in future interactions , which empowers them to provide the highest level of service .
Developing a Texting Strategy When implementing SMS technology at your dealership , your strategy needs to fit with your business .
Map the customer journey – How do customers find your dealership ? What steps do they take in the purchasing process ? Which departments do they interact with and when ? How , when and why do they interact with the dealership after the sale ? The customer journey will not only help you determine how you should utilize SMS in your business ( marketing , sales , service , billing , etc .), it also helps to pinpoint where SMS options should be implemented . ( Which web site pages , what responses and requests should be automated , who is responsible for responding , etc .?).
Create standard operating procedures - Standard operating procedures ( SOPs ) help staff know when and how to respond to each customer based on where they are in their customer journey . For example , if the text is a service request , who is responsible for responding ? What intake questions should be asked to gather information required to schedule an appointment ? Be sure to Include the necessary departments when creating SOPs to ensure the texting process is efficient and offers an exceptional customer experience .
Streamline with Automation – Faster responses lead to increased customer engagement . Utilizing automated responses can help dealers keep customers engaged . For example , when customers initiate inquiries after hours , it ’ s helpful to have automated responses to frequently asked questions such as , “ What is the cost of annual maintenance ?” or “ Do you take trade-ins ?”
Is it Time for Your Dealership to Embrace SMS ? Many of Kenect ’ s dealership clients report that using its SMS platform has been instrumental in streamlining customer communication . For example , a dealer in Tennessee gave all employees access to the platform and it had an impact on operations . According the owner , “( It ) saves our employees hours a day – they can be in the shop , walking the showroom , or filling paperwork , and still text the customer with updates .”
A Pew Research survey found that over the past two years , more than 60 % of people reported an increase in their texting behavior . This means that customers prefer the option and would use it if given the option . Now is the time to embrace new technologies and show your customers that you want their business .
About Kenect : Kenect helps businesses connect with their customers . We build simple texting tools that are elegant and easy-to-use . Thousands of companies across North America use our platform to text their customers , generate online reviews , gather leads from their websites , video chat , and collect payments .
Based in the Silicon Slopes of Utah , our team is committed to helping businesses improve their customer experience and customer communication .
To learn more about Kenect , visit kenect . com or text us at ( 888 ) 972-7422 .
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