April 15, 2021

Business Texting Accelerates Approvals for Service Teams

Auto service providers are quickly learning that phone calls are interruptive, and texting is informative. Now SMS texting for auto service helps service departments shave off over 40 hours of work every month.

The Speed and Profitability of Trust

The Auto Service industry measures success by the level of customer trust. In inspecting a car brought into the shop, employees may find additional issues that need attention. Auto Service providers’ ability to effectively communicate these issues, coupled with well-timed customer approval, is key to profit.

And phone calls and email just aren’t getting the job done.

Luckily, auto service and, frankly, customer service-oriented businesses can increase sales while improving customer satisfaction. Business texting solutions easily text-enable your existing phone number and lets service teams text pictures and questions to customers for quicker customer approvals.

There are three reasons why customers (and you) typically dodge phone calls:

The trouble with phone calls is that while it’s always a good time to talk for the caller, it’s rarely good for the receiver.

Big O Tires Uses Texting

Texting Case Study Example: Big O Tires

A recent survey with Textel client, Big O Tires, proved how much time could be saved and profit won by switching outreach from phone calls to text.

With an average car count of 1,064, Big O Tires determined 40% of customers weren’t present during repairs, forcing their service department to contact them twice on average (for status updates and approvals).

When comparing a text vs. a call for contacting these 435 absent customers, here’s what they found:

  • The average customer responds to a voicemail in 37.5 minutes
  • The average customer responds to a text message in 14.35 minutes
  • Average time spent calling a customer: 3 minutes
  • Average time spent sending a text message: 1 minute

After reviewing each tire center’s Textel usage reports, we found these efficiencies:

  • Gaining approvals with Textel saves 26.82 hours a month on average
  • Giving repair updates with Textel saves 13.3 hours a month on average

Bottom Line: Textel saved Big O Tires 40.12 hours a month and achieved a “quicker response and easier selling” approach to service outreach.

Putting Customer Service in the Fast Lane

As you consider what faster, easier upsells would mean for your business, don’t forget what it would mean for your customer:

Texting during the service process not only improves communication, but it also improves your customer satisfaction score. Customers want to see the issue you’ve uncovered and SMS messaging lets you send pictures highlighting the issue. Plus, since every message is saved and time-stamped across Textel’s business texting platform, your service team will always be able to refer to the account and conversation history for context.

Additionally, you can schedule SMS texts from service providers in advance, so customers don’t have to remember when it’s time for their appointment, like their next oil change. Service departments can also avoid costly no-shows by allowing customers to reschedule via text. It’s excellent for you and the customer when your service bay remains busy and efficient at all times.

Text message marketing even lets dealerships leverage keywords and bulk texts to generate new sales by promoting new offerings. SMS messaging allows your team to reach far more potential customers than phone calls ever could.

Top 3 Benefits of Business Texting for Service-Oriented Businesses:

  1. Deliver real-time service updates
  2. Get instant approval for recommended repairs
  3. Increase customer satisfaction by simplifying your customer communication

Take Textel for a spin and see how easy it is to accelerate sales and improve the customer experience. Request a demo today and see how more than a thousand customers are saving time and money with Textel’s easy-to-use solution!

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