Communication is a Two-Way Street
Published: April 2024
Google communication and you’ll see it’s all about exchanging information by speaking, writing, or using some other medium. So, do your solutions allow for that complete exchange of information?
One of the key things we discuss with our clients is making sure that any emails or text messages we send on their behalf can be replied to. From a customer experience point of view, it’s absolutely critical that a consumer can receive information and get back in touch directly from that first message. Whether it’s following up on an email or a text, accessibility to direct communication fosters engagement and strengthens relationships.
Not only that, if your customers can’t reply to your outbound communications, you’re limiting their ability to share new information with you. They may require further details about a vehicle or an event that you have emailed them about, or perhaps they are updating their vehicle ownership status. Enabling customers to reply can help keep your data up-to-date and accurate. Remember, all of this is limited if the customer can’t reply to your initial communication.
Diversify Communication Channels
We recommend a healthy combination of email and SMS as part of our customer communication plans. Each medium offers distinct advantages; while email provides ample space for detailed information and engagement, including buttons and forms, SMS delivers concise and impactful messages whilst still having the ability to include links and direct reply or call-back options.
With unlimited SMS credits as standard, our CRM packages guarantee seamless message delivery, safeguarding you from unforeseen SMS expenses while ensuring every message triggers successfully.
Across our 500+ retailer clients, we see average email open rates in the region of 70%. Additionally, text messages we find can get open rates in excess of 98%, underscoring the effectiveness of integrating both mediums.
Leverage Two-Way SMS in LeadBox
As we’ve already demonstrated, SMS can be impactful, and it can also be a quick and efficient way of chatting directly with customers. Our LeadBox platform has a convenient two-way SMS feature that enables retailers to message back and forth with customers in real time, with each interaction seamlessly logged against their respective customer records.
We find this to be an effective solution, particularly when used in the Aftersales department. For example, Service Advisors can keep an open conversation going with customers during an active appointment, discussing the needs of the vehicle, such as during a vehicle health check, and outlining any additional work that is required.
If you want to ensure effective communications, make sure that your chosen solution enables customers to reply directly to you. For more information on our marketing automation solutions, including our two-way SMS feature, contact us today.
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