Posts Tagged BDC

Auto Dealers Beware: New Texting Regulations In Effect – 7 Tips

Auto Dealers Beware: New Federal Texting Regulations NOW In Effect – 7 Tips for Mobile Marketers

New FCC Regulations In Effect: Telephone Communications Protection Act (TCPA)

With the latest Telephone Communications Protection Act (TCPA) rules settling into place, we’ve got to remember that not all texts are created equal.

Is your dealership’s texting up to snuff? Do what it takes to get there…because 97% of texts are opened and read within 3 minutes vs. 22% of emails!

Did You Know?

According to the latest Telephone Communications Protection Act (TCPA) rules:

  1. As of January 14, 2013 – Messages (phone calls and texts) must include the ability to immediately opt out.
  2. As of October 16, 2013 – You must get unambiguous written consent before sending telemarketing calls or text messages via automatic telephone dialing systems (ATDS).
  3. As of October 16, 2013 – Established business relationships with consumers no longer relieve you of that written consent requirement.

First Things First: What Are the New Rules?

The TCPA is often updated to reflect changes in technology and use, and the 2013 updates say…

  • Messages (phone calls and texts) must include the ability to immediately opt out – effective Jan. 14, 2013
  • You must get unambiguous written consent before sending telemarketing calls or text messages via automatic telephone dialing systems (ATDS) – effective Oct. 16, 2013
  • Established business relationships with consumers no longer relieve you of that written consent requirement – effective Oct. 16, 2013

Know Who and What You Text

So, what can your dealership do to insure compliance?

Check out these seven pointers, then make sure you do your research and talk with an attorney for specific legal advice*.  

Here are 7 urgent tips…

#1: Do you use SMS ShortCode programs for blasting text messages out to a long list of mobile phone numbers (used for mass marketing specials, contests, etc.)?

While they can be effective, they’re probably the most heavily regulated type of texting. It’s also the type that got the Lithia group in big trouble a few years back, resulting in a multimillion-dollar settlement. You may want to hit pause until checking with your vendor and attorney.

#2: Do you (or others at your dealership) text with customers?

If your employees text on behalf of the dealership from their personal cell numbers, you have a problem. You likely have no idea how employees got customers’ numbers and no record of their written consent to be texted. You also probably have no transcripts of the conversations and no control over opt-out messages. So while your dealership needed a system to manage and control one-to-one text messaging before the new TCPA regulations—a system like Contact At Once! Mobile Text Connect (MTC)—the need is truly urgent now.

#3: Do you have a process for gaining a customer’s express written consent to text?

It’s one of the new regulations as regards SMS text marketing, but it’s smart to apply it to any texting. So make it part of the process when capturing lead information. Keep a record of that written permission too, in case the customer challenges your dealership somewhere down the road. (MTC does all this for you, making it easy to be compliant and pull up records of written permission should the need arise.)

#4: Do you tell customers that “message & data rates may apply” when they text with you?

Even if they aren’t signing up for text marketing, this is a best practice. (MTC adds this on all consumer-facing calls to action, like the first “click to text” form.)

 

#5: Do you offer clear ways to opt out?

If marketing, you should include it in every message. If texting back and forth with customers (like about setting appointments), you should send it in the very first confirmation text message. (MTC automatically requires this opt-out message to be the first text you send.)

#6: Do you have a process for those who opt out?

Ensure that no one at your dealership texts them again by mistake. (MTC automates this compliance by blocking the phone number of opt-out customers…until that customer opts back in.)

#7: Do you already use a vendor to help manage your dealership’s one-to-one text messaging?

See if your vendor is up to date on the latest TCPA details. Then, make sure their system integrates mobile leads into your CRM, includes opt-out procedures, and lets you monitor and track the conversations so you can ensure these texts are used the right way…to provide information and customer service, not unrelated marketing. (If you are using MTC, you’re all set.)

Keep on Texting

Think that texting just isn’t worth this extra effort? Think again.

Texts sent to your customers bypass clutter and get read—Adtruth says that people check their smartphones 150 times a day.

And it’s in our interest to keep it that way. So while any rules change can be annoying, these TCPA changes can help prevent spammers from diluting a powerful communication channel.

That’s worth a few extra steps to ensure compliance!

*Please note: This article does not provide legal advice. Please consult your attorney for legal advice that pertains to your situation.

CONTINUE READING  AT THE ORIGINAL SOURCE OF THIS ARTICLE 

ADM Professional Community Members can download a full report in PDF file format:

TCPA-Guide-October-2013.pdf 

 

via Automotive Digital Marketing Professional Community.

Enhanced by Zemanta
Advertisements

, , , , , , , , , , , , , ,

Leave a comment

Josh Vajda Advises Car Dealers on How to Communicate with Mobile Customers

via How to Communicate with Mobile Customers – Automotive Digital Marketing Professional Community.

How to Communicate with Mobile Customers

It’s becoming more common for customers to shop, communicate and conduct daily business using their mobile devices.

If you are selling cars in a dealership, I’m guessing you’ve received many responses from customers with the signature “sent from my iPhone/4G-LTE smartphone/mobile device.” When you see this type of response, do you attempt to communicate as you normally would?

 

Almost all of the e-mail templates and responses I have seen were created for customers who are sitting at their computers. Many salespeople have been trained to reply to an Internet lead with a fairly long, personalized response that includes links to several pieces of inventory, reasons for buying from this dealership and one or two questions designed to engage. This type of e-mail is great if your customer is sitting at the computer. But if you send that same response to a mobile customer, they’re probably not going to engage.

 

So what’s the best way to communicate with a mobile customer? Here are a few tips:

 

1)    Get to the point. Mobile customers don’t think or respond the same way, and don’t have the same level of patience as when they’re sitting at home on their computers. A mobile customer is probably going to be distracted; multi-tasking, bouncing from checking e-mail to Facebook, to Twitter, to attending to their daily life. For this reason, keep your e-mails to no more than a couple sentences and you’ll be more likely to engage that customer in a conversation.

 

2)    Choose attachments and links carefully. If you’re used to sending a brochure about your dealership, an embedded video, or showcasing a particular vehicle with hundreds of photos, think twice before sending memory-heavy attachments to the mobile customer. Mobile users aren’t likely to open an attachment that’s difficult to view on a small screen or takes a long time to download. Instead, send a link to a video or send one good photo of the car that they inquired about.

 

3)    Be Patient. On mobile devices, many people respond one line at a time, as if in a chat. Going back and forth one line at a time may become frustrating to you. But remember, this is not about you, it’s about the customer and their needs. You may reach a point where you think that one phone call could replace all this, and ask the customer to just call you, or you may try calling them. Or you may be tempted to write, “if you set an appointment to come in and take a test drive, all your questions will be answered.” Yet, just as we’ve been taught to earn the right to ask for the sale in the traditional sales process, you must earn the right to ask your mobile customers. When you’re communicating via mobile, it may take a lot longer, moving one small step at a time. Trying to skip ahead in the process could disconnect them from the conversation.

 

What tips do you have for communicating with mobile customers?

via How to Communicate with Mobile Customers – Automotive Digital Marketing Professional Community.

English: Washington, DC, April 27, 2010 -- FEM...

English: Washington, DC, April 27, 2010 — FEMA launched web pages that now work on mobile devices and residents now have the option of getting FEMA assistance information on their mobile phones. The address is http://m.fema.gov. FEMA/Bill Koplitz (Photo credit: Wikipedia)

 

 

 

 

, , , , , , , , , , , , , , , , , , , , , , , , , , , ,

Leave a comment

Schedule an ELEAD1ONE Demo at NADA 2013 in Orlando – Proud Sponsor of the ADM Professional Community

Schedule an ELEAD1ONE Demo at NADA 2013 in Orlando – Proud Sponsor of the ADM Professional Community

 

Going to NADA 2013? Schedule an ELEAD1ONE Demo Today!

NADA 2013 – Schedule a Demo to Learn More About ELEAD1ONE’s Exciting New Products and Enhancements!

ELEAD Virtual BDC 


NADA Virtual BDC photo NADA 2013 Schedule a Demo Today!

ELEAD1ONE 500-seat, automotive-only Virtual BDC offers dealers the exact outbound and inbound call package needed to increase profits. Our professional phone specialists are experts in appointment generation, follow up and maximizing customer relations. Visit our website for more information on Virtual BDC.

ELEAD CRM – Automotive CRM


NADA CRM photo NADA 2013 Schedule a Demo Today!

ELEAD CRM is the fastest and most stable automotive CRM solution proven to attract, manage and retain more customers. Performance-driven lead management and sales automation solution maximizes every sales and service opportunity. Visit our website for more information on ELEAD CRM.

 ELEAD Digital – Digital Marketing


 NADA Digital photo NADA 2013 Schedule a Demo Today!

ELEAD Digital provides dealers a more cost effective and results-driven approach to monitor web presence, marketing efforts and social media.  The ELEAD1ONE full function websites and digital strategies produce much higher lead and conversation rates.  Visit our website for more information on ELEAD Digital.

AutoPilot – Service Marketing


 NADA Service Marketing photo NADA 2013 Schedule a Demo Today!

Autopilot provides full execution and fulfillment of all email, direct mail, text and live call service marketing. Strategically automated service marketing campaigns designed to increase customer retention and generate maximum fixed operation profits. Visit our website for more information on AutoPilot.

 GoldDigger and Perfect Prospect – Data Mining


 NADA Data photo NADA 2013 Schedule a Demo Today!

ELEAD1ONE blends our state-of-the-art Virtual BDC with best-in-class data mining technology to deliver more ready-to-buy sales and service customers to car dealerships every day. Provides the greatest return on marketing investments. Visit our website for more information on GoldDigger and Perfect Prospect.


Learn Why ELEAD1ONE is the Best Solution Proven to Sell More Cars and Maximize Lifetime Customer Profitability!

  • 30 + Years Experience
  • Over 700 Employees Nationwide
  • World-class Client Services
  • Award-winner Software
  • GM Level Trainers and Consultants
  • 4,000 + Dealer Clients and 60,000 + Users

via Automotive Digital Marketing Professional Community

 

NADA Convention 2011 in San Francisco
NADA Convention 2011 in San Francisco (Photo credit: DigitalRalph)
Enhanced by Zemanta

, , , , , , , , , , , , , , , , , ,

Leave a comment

AutoCon 2012 Upgraded Fall Conference Facilities To Meet Demand – Aria Wins Bid – Automotive Marketing

AutoCon 2012 Upgraded Fall Conference Facilities To Meet Demand – Aria Wins Bid

The rooms at Aria where AutoCon 2012 attendees will be staying are AT LEAST twice as nice as those at the much older Mirage property… And thanks to Carrie’s negotiation skills, AutoCon attendees will be staying at the Aria for less than half the cost this property normally receives! A nicer hotel at a room rate less than most other conferences is yet another reason to attend AutoCon 2012 and gain the most significant strategic insights and competitive advantages in the auto industry.

via Automotive Digital Marketing Professional Community.

, , , , , , , , , , , , , , , , , , , , , , ,

Leave a comment

Brickell Honda and Brickell Buick GMC Seeks a Great BDC Manager! – Automotive Digital Marketing Professional Community

Brickell Honda and Brickell Buick GMC Seeks a Great BDC Manager!

Brickell Honda and Brickell Buick GMC have a BDC that currently has a manager and 10 BDC agents. They handle approximately 800 internet leads plus 1300 phone calls. The Brickell Team has been doing a decent job but believes there is potential for much more. So, they are looking for someone that has experience in sales management and in running a large BDC.  Use the link provided to learn more about this opportunity and how to respond…

via Automotive Digital Marketing Professional Community.

, , , , , , , , , , , , , , ,

Leave a comment

%d bloggers like this: