Bumping this thread. This is a priceless discussion that needs to be updated and frequently discussed. @Bill Simmons have you searched out and received any more feedback across other channels (let's agree you are a popular guy) that has assisted you in obtaining a written policy or compiled enough for you to have written your dealers own policy?
Has anyone else for that matter, have access to a written policy around employees using their own personal phone to communicate with customers via text?
Up to this point, IMO both @Alex Snyder and @G_Harkin have offered some solid information and advise.
If you don't provide a solution, you can 100% expect that employees will use their own device regardless of any written policy. That's bad for the dealership on many fronts, including lack of communication records. If employees use their own devices, (no app) businesses may be liable for their employees’ actions on their devices.
Require opt-in written consent. Consent can be obtained with a signature, through email, a website form, or a text message. You may not, however, send a text message requesting a person to opt-in. Documentation of consent should be retrievable on demand.
One to one vs marketing. The provision of a cell phone number is sufficient consent for service advisors to call/text customers relating to the repair order. An automated text sent on behalf of a service advisor or dealership should only be sent with written consent.
Cloud technology is the answer. Keys to look for:
Employees use web browser on computer or their own devices with an app (for security)
STOP is standard to opt-out. Make sure customer can opt-in again simply by texting.
Routing- If employee unavailable, automated protocol
Express checkout with payment from text
Ability to embed canned marketing message within communication; for example, reply to get a free trade-in appraisal or click to complete one question checkout survey (improve CSI)
Texting Bulk SMS customers from a personal phone can be a convenient and efficient way to communicate with clients. However, it is important to have clear guidelines and protocols in place to ensure that all communications are professional, compliant with industry regulations, and meet the needs and expectations of your customers.
The following is a sample policy for texting customers from a personal phone:
Purpose: The purpose of this policy is to provide guidelines for texting customers from a personal phone. This policy applies to all employees who communicate with customers via SMS, regardless of the device or method used.
Authorization: Employees must obtain approval from a manager or supervisor before texting customers from a personal phone.
Professionalism: All communications with customers must be professional and in accordance with the company's code of conduct and branding guidelines. Employees must use appropriate language and tone, and avoid using slang or emoticons.
Privacy: Employees must respect the privacy of customers and maintain the confidentiality of customer information. SMS messages should not contain any sensitive or personal information, and should be kept secure at all times.
Compliance: Employees must comply with all relevant industry regulations and laws, including the Telephone Consumer Protection Act (TCPA) and the CAN-SPAM Act. SMS messages should include opt-out language, and employees must promptly honor opt-out requests.
Recordkeeping: Employees must maintain a record of all SMS communications with customers, including the date, time, and content of each message. These records must be kept confidential and secure, and should be made available to management upon request.
Usage Guidelines: Employees should limit their use of personal phones for texting bulk SMS customers to business hours, unless otherwise approved by a manager or supervisor. Employees should also be mindful of their phone's battery life and ensure that their phone is always charged and ready for use.
Responsibility: Employees are responsible for following this policy and ensuring that all SMS communications are professional, compliant, and meet the needs and expectations of customers. Violations of this policy may result in disciplinary action.
By adhering to this policy, employees can ensure that all SMS communications with customers are professional, compliant, and meet the needs and expectations of customers
