High in demand but seldom offered as a communication option for customers, text messaging can bring added opportunities to increase loyalty through every phase of the service customer journey. It is an easy win if implemented and used the right way.
The 2017 J.D. Power Customer Service Index Study revealed that 41% of Generation X and Y customers prefer texting as a way to communicate with a business. Service departments have been sluggish to meet the ever-growing demand of providing customers with the opportunity to engage via text communication. More startling – the same study shows that only 3% of automotive service departments connect with their customers on their preferred channel of choice – text messaging.
Texting and Your Service Department
Why are service managers still skittish about adopting texting for their service advisors and technicians? Some service managers contend that texting will trump the actual verbal communication we are used to. While brief text messages offer quick responses – the perception remains that brevity can lead to misunderstanding. For every long verbal pause that opens the door to further oral discussion where tone can be detected – a short text response can be misconstrued as dismissive and interpreted as an immediate “no.” Read More