Our Nissan store finally got around to texting. While it is a brand-new concept for the store. It is a valuable one. As far as the "Text Us" button goes on the VDP's it is not something we use at the moment. Instead, we have the customers in service (upon dropping their vehicles off) give us their written permission to text. In sales, we will text them via our CRM, which is often before s/he has opted to text us.
We have to remember, flashing a "text us" sign is a bit more personal vs. a customer clicking the "chat live" feature. Hence, when we do text the customer we give him/her a reason to text us back. Such as offering them a $25 gift card for coming into the store.
Sure, it is a different tactic. BUT, here are two reasons it is a strategy worth trying:
1. Even if the sales customer opt's out after the first message they still got the message. Statistics show that nearly 92% of texts are read.
2. Customers want offers that stand out. $25 gift cards stand out. Even if they do not end up coming in chances are (and I can muster up some statistics) they will follow the link and we will get their info.
My last piece of advice is we have to also be careful with how many boxes we have flashing & floating on the home screen. I mean for real, it cries our desperation. You can call me. Text me. Chat with me. Email me. HELLO!!!!
