When it comes to text messaging there are a lot of choices out there, such as personal cellphones and customer relationship management (CRM) and dealer management system (DMS) tools. Even third-party vendors and chat software offer comparable options. But not all business messaging platforms are created equal.
As a Zipwhip account executive in the automotive industry, I get a lot of questions about how text to landline works from the dealerships that I talk to, but in reality, these questions apply to all businesses that want to make a substantial impact on how they connect and communicate with customers.
If you are struggling to optimize text messaging for your business it could because you aren’t using the right texting solution. Your landline phone number already has a lot of equity but there are many other reasons why texting from your landline is important. I’ve answered the 10 most frequently asked questions I get about landline texting and Zipwhip to help you make your decision.
1. What happens if you text a landline phone number?
When your customers text your landline phone number, those messages go into a virtual black hole. With Zipwhip, you can send and receive business messages from your computer, tablet or cell phone.
2. I already text through my CRM/DMS. How is Zipwhip different?
By using your existing business phone number, you will not have to provide a new or separate number for text messaging. Additionally, CRM/DMSs often use short codes to send messages. Short codes aren’t designed to support two-way, conversational texting. If you’re texting from your CRM, chances are your customers have no idea who that message is coming from and they have no way to reply without using programmed keyword responses. Who likes talking to a robot?
3. Does Zipwhip integrate with my CRM/DMS?
While specific integrations with CRM and DMS software can be of importance, Zipwhip offers browser extensions with Google Chrome and Firefox as an alternative. This way, no matter what web-based platform you use, you can still have the same texting capabilities that a full integration may offer. And with Zipwhip, you always maintain ownership of your customer conversations even if you decide to switch your CRM/DMS in the future.
4. We already use our cellphones. Why would I need to text through Zipwhip?
Cell phones offer two-way, conversational texting, but they don’t offer a scaleable, professional solution that equips management with full oversight and reporting tools. Allowing employees to use personal cell phones for business communication can create holes in your customer relationships over time. When an employee leaves, not only are they taking those conversations with them, they are taking that customer relationship, too.
5. How will I know who responds to which message?
With our multi-user enterprise packaging, you will be able to create separate login credentials for each employee who will be sharing the account. You can manage user credentials (operator and admin permissions) as needed.
6. If I have multiple business lines activated with Zipwhip, how can I keep track of all of those conversations?
By utilizing our switchboard feature, you will be able to access and manage all of your lines in one, central location.
7. How can I generate awareness that people can text my dealership phone number?
Let’s start simple. Include “call or text” next to any of your business-branded numbers on your website, social media, email signatures, business cards, etc.
Google’s AdWords and Google My Business messaging features are additional ways of letting customers know they can text you.
Instagram Business also offers a text option; your customers can text your business directly from your Instagram profile.
8. Why should I pay for text messaging with Zipwhip when I can get it for free through Google Voice?
This is important. You don’t own the number provided to you by Google Voice so it can always be taken away – along with your contacts and conversations.
Zipwhip is not free, but it has shown to pay for itself with real results. Time and time again our customer customers tell us how valuable Zipwhip has been to their day-to-day business.
9. How is Zipwhip’s Click-to-Text model different than others?
When using Zipwhip’s Click-to-Text product, your customers simply click the link on your mobile website to start a conversation – this automatically opens the native texting app on their mobile phone. Other similar solutions require the user to additional information in order to start a conversation; this isn’t an ideal customer experience and could be considered a barrier to entry.
10. Which departments do you primarily serve?
Zipwhip focuses on business texting. There is a Zipwhip user case for every department (sales, service, parts, BDC, marketing, IT, etc.), no specific CRM/DMS or software needed. In fact, Zipwhip works with 60+ industries, not just automotive.
What texting platform will you choose?
At the end of the day, no one texting platform is going to be perfect for every business. However, all businesses are starting to see why they need some form of business texting. It is just a matter of making the correct decision.
For more information, read Dealer Marketing Magazine article: Why Not All Dealership Texting Platforms Are Created Equal.