Texting for Success: 3 Ways to Enhance Customer Experience with Text Messages

In an age where instant gratification is the norm, customers expect swift responses. Whether it's an inquiry about a vehicle's availability or scheduling a test drive, a quick response can make the difference between converting a lead and losing a potential sale. Therefore, to stay competitive, you must ensure that your dealership is prioritizing text messages as an essential form of communication.??

Recently, Car Wars introduced the Late Response Metric. A late response is when an initial customer text message does not receive a response within a defined timeframe. Car Wars experts consider a text message as "late response" if it exceeds a 15-minute threshold.?

Car Wars recently analyzed dealerships leveraging text messages as a way to communicate with customers. In a given month, Car Wars found that the percentage of inbound customer texts that exceed a response time of 15 minutes was 31.5%.???

A delay of more than 15 minutes serves as a clear signal that there is ample room for improvement to enhance customer communication strategies. So, how can you equip your team to respond in a timely manner???

Here are 3 tips to respond quickly:??

1. Time Managment: Dedicate time to respond promptly to interested customers. Time block time where your main priority is working on those responses.?

1. Use Templates: For frequently asked questions or common queries, create response templates that you can quickly modify and send when needed. This saves time and ensures consistency for your customers.?

1. Implement Automation: Use chatbots and automated messaging systems to handle routine inquiries and frequently asked questions. Automation can provide instant responses, freeing up your team to focus on more complex customer interactions.?

Improving late response metrics is an ongoing process that requires commitment and adaptability. By implementing these strategies, you not only will become more efficient, but you can also provide excellent customer service.??

? Interested in learning more about how Car Wars can help your team become better communicators with your customers? Check out our recent research study, "The Power of Timely Texting” HERE.??