I understand that there are many texting platforms but not all texting is created equal. Often dealerships have found trouble with providing one number to text and a different number to call. Before, customers such as ourselves were unable to text existing business mainline numbers. When receiving a call, we would text back an auto reply or simply ask to be texted without realizing our messages are not being receives. Where are those messages going?

Some ask what the benefit is for having texting in general. I want to break it down for different aspects of the dealerships.

SERVICE: 

• Increase CSI scores: send a blind carbon copy to customers to get feedback instead of having nasty reviews posted on Google and Yelp
• Reduce no shows: Schedule text messages to remind customers of their appointment
• Increase number of ROs a day: on average, a text message is responded to within two minutes. When a customer is at work, with the kids, etc. they can’t pick up. You can send a picture of the part that needs fixing and okay moving forward with the customer so that you can get on to the next repair

SALES:

• Sell cars: customers can “click-to-text” on their mobile phone in order to get more information about the vehicle. I know this is hard to believe but here is proof from Seattle BMW: https://www.youtube.com/watch?v=HEzEEcPQdaw
• Keep customers: even if a sales guy leaves, the customers and conversations do not need to go with him/her on their cellphone, they will stay within the dealership
• Better management: keep track of customer and sales guys conversations to ensure a consistent message is being sent
• Appointment reminders for test drives

PARTS:

• Increase efficiency: order parts via text, get pictures to better understand product
• Increase internal communication: service and parts side can quickly engage in conversation and things they need

MARKETING:

• Increase engagement: “Click-to-text” on your mobile
• Get incoming leads: use KEYWORDS to have leads engage in conversation
• Google AdWords: “click to message” feature, not just call
• Instagram: allow customers to reach you via text on Instagram

The main point is that dealerships are paying tons of money to market their phone numbers (i.e. websites, advertisements, license plates borders, etc.) so why provide a different number to text that has nothing to do with the dealership?