The numbers tell the story

Texting has become a way of life so we are embracing it as another way to stay in touch with customers. The Two-Way Texting function in DVX arises right out of our shop management system.

The first message sends a link to the RO, beginning a thread to keep everyone up to date.

If anyone on your team remains in denial about the power of texting, show them these numbers:

• 97% of Americans own a cellphone. That includes 92% of seniors whose families have pushed them to adopt this new technology. Texting now reaches every generation.
• 89% of phone users read text messages within 30 minutes. Even better, 10% of them respond within 10 seconds, 26% within a minute, and 34% in less than five minutes.

More than half of consumers lean towards making a purchase via a text message with images. Texts create a sense of urgency. Plus, setting customers’ eyes on a problem they can solve gives them a feeling of control.

Overall, “customers see texting as a more trusted, personal way to communicate,” 99 Firms, who provided these statistics.

Texting within DVX also empowers people to tag team over a repair. They can forward the text to their spouse or the insurance company. When you clearly highlight the condition of the vehicle, they can now make an informed decision.

Bringing it all together

No matter how you reach out to customers, all text and messenger exchanges end up in one place – merging into one thread. You can easily go back and read the dialog in order to see how it unfolded. Not only does that make it seamless for both parties, but it also makes it crystal clear.

And it gets even better!

• Customers can text your shop using a 10-digit number. That means they can ask about hours or random questions and get a quick reply on their screens.
• Shops can start a text thread with a customer without opening an RO. Utilize the Direct Message channel within Shop-Ware. You get to choose how to communicate!
• Set up permissions for any of these functions with the click of a button. Add this role to a new service advisor with no fuss.
• See a bubble when someone is typing a reply to your message and a checkmark when one is sent.

Shop-Ware makes it easy for any person in your shop to talk with customers, depending on how you run your business. We have added these features due to popular demand and are always evolving along with the times – to help you do the same.