Call Center Services Featured Article

Car Dealers Improve Customer Service with Text Messages

By Stefania Viscusi, Assignment Desk Editor

Expanding customer service channels beyond just the telephone makes it easier for companies and customers to stay in touch in today's technologically advanced business world.

 

Auto dealers looking to improve customer experiences now also have a way of further reaching their customers through the text messaging channel thanks to @utoRevenue's latest offering, @utoText.

 

A provider of cost-effective customer contact solutions for auto dealerships and a division of Dominion Enterprises, @utoRevenue makes use of a hosted portal to deliver the text messages to customers during the service appointment lifecycle. This includes text messages for approvals on repair orders, service status updates and other important information for customers.

 

According to the company, there were 255.3 million mobile phone subscribers in the U.S. in December of 2007. Also, with 75 percent of all mobile subscribers texting these days, utilizing this channel for customer service needs is vital.

 

Text messages are being used in this industry to get quicker responses and turn around times at service bays as well as to avoid wasted time waiting on approvals, chasing voicemails or relaying messages with the service department.

 

"Text is another effective push-medium for auto dealerships to directly communicate with their customers and nearly guarantee an impression of that message. Customer loyalty now is more important than ever and simple, efficient communications will increasingly be demanded by the ever-more-busy consumer," said Brice Englert, general manager of @utoRevenue.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi