Proactive Customer Communications Featured Articles

With the phenomenon of digital technology and instant communication well underway, our society is continually finding new ways to integrate modern forms of communication into everyday operations. One such example is auto service departments, many of which are adopting text message notification systems to better meet the needs of their customers while fine-tuning internal operations.

Service departments have a lot to gain on the customer service front by offering instant text notifications as a way of updating customers on which repairs are needed, or if their car is ready. A full 46 percent of participants in a recent Morpace Omnibus survey who text regularly responded with interest in texting as a means of communication with service departments, and the 2014 Customer Service Index from J.D. Power and Associates found that service managers' communicability is a key aspect of satisfying customers. If customers want it and it’s easy to implement, shouldn't that be reason enough to offer the service?

Texting appointment reminders to customers has also been shown to be a beneficial use of the technology. Dealerships around the country providing this option have experienced a better show percentage -- meaning people are more likely to show up for their appointments -- and improved their scheduling capabilities.

In addition to the convenience factor and more predictable appointment planning, service departments directly benefit from an overall speedier process of getting customers in and out the door. Time spent waiting for or rounding up a customer can instead be used to serve another customer, and communication carried out over such an unobtrusive medium as text messaging can seamlessly interoperate with the workflow of the shop and the customer's schedule.

Although lifestyles across the board have grown busier overall, text messaging is a practical way to adapt by communicating through the channel that many find to be the most effective. Xtime, AutoBiz and AdVantageTec are some of the most prolific vendors of text message update services, and are continuously gaining clients as word of its benefits spreads. For service departments looking to improve customer service while running a more efficient shop, investment in a solution along these lines may be the way to go.