SMS is a reliable and efficient way to connect with customers – from the palm of your hand
With the COVID-19 situation constantly evolving, Australians are learning to navigate through this challenging period and adapt to new ways of working and living.
Working from home is a new norm for many and social distancing is ‘a thing’… It’s therefore more important than ever that sellers understand how to communicate and stay connected with ‘digital’ customers.
With 80% of carsales traffic via smartphone, it’s little wonder that SMS or ‘text’ leads are increasingly a popular way for consumers to buy a car. Indeed, successful dealers understand SMS are real leads – perhaps more so in this current environment than ever before.
Popular across a wide spread of consumer age groups, SMS communications are particularly important for younger buyers. And thanks to AutoGate and the AutoGate app, you can stay connected with these customers via both smartphone and desktop, engaging with these buyers through easy-to-understand communication, photos and videos.
carsales has put together its top SMS dos and don’ts for maximising the opportunity with buyers:
1.Fast is good
DO respond to SMS or texts quickly. Consumers are used to a fast response to personal texts and expect the same from businesses.
DON’T dismiss a text as of less value than an email or phone lead. SMS is the chosen method of communication for many. That doesn’t mean they’re not a serious buyer.
2. Embrace SMS as the medium
DO personalise and tailor your SMS feedback to suit what your customers have shared about themselves.
DON’T switch to a callling or emails if SMS is the customer’s preferred method of communication.
3. Follow up
DO follow up with relevant information in a friendly, conversational tone.
DON’T be afraid to make contact at different times of the day. Respond promptly to determine if one time of day is better than another for receiving a response. Ask the question…
4. Show your personality
DO offer a sense of humour, empathy and emotion (as long as it’s genuine). This will help connect with buyers on a more personal level.
DON’T be afraid to send photos and videos as visual references and to answer consumer queries.
5. Be flexible
DO respond to buyers after hours if you can. So, consider staggered staff rosters to satisfy enquiry peaks.
DON’T forget to set automated-reply messages if staggered staff are not rostered on after hours.
6. Simplify communication
DO centralise SMS communication through the AutoGate app to ensure there is one consistent number that customers receive, and a record of previous conversations for reference.
DON’T take the conversation offline unless the customer specifically requests it.
And finally, consider how you’d like to be dealt with when you send an SMS. This is a quick, reliable and efficient way of connecting. By responding in kind, you can show your customers your support, build relationships and engage.
