Page 33 - Australasian Paint & Panel May-June 2020

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GET STARTED TEXTING YOUR CUSTOMERS WITH PODIUM
Podium is a communication platform that enables local shops to drive online reviews as well as send and receive SMS text messages with customers. The local Australian office has about 50 Aussie employees to ensure the best support and customer service.
To learn more about Podium, visit podium.com to see how Podium’s efficient, mobile process can help your business collect 15x more reviews than traditional platforms.
KEEP YOUR EYE ON THE ROAD. BMW ADVANCED CAR EYE 2.0
The BMW Advanced Car Eye 2.0 is a high quality full HD wide-angle camera that allows critical driving situations to be recorded. Featuring separate front and rear cameras for optimal visibility, the BMW Advanced Car Eye 2.0 records trip data whilst you are driving and also records up to 24 hours in parking mode.
For further information on the BMW Advanced Car Eye 2.0 please contact your prefered BMW dealer.
^Rear camera not suitable for convertibles or vehicles fitted with rear window roller blind.
WWW.PAINTANDPANEL.COM.AU
what they want. Personalised offers, sneak peeks, insider information – all good op- tions to add value to your texting conversa- tions. Plus, mobile coupons receive 10 times the redemption rates than print coupons.
5. RESPOND IN REAL-TIME
The average person responds to a text mes- sage within 90 seconds (via email, it’s 90 minutes). If you’re truly going to make sure they know you aren’t a bot, respond to your customers’ text messaging conver- sations in real-time.
Do what works best for your business— route all messages to one person, dedicate specific hours to monitor the incoming messages, or find an integration with a no- tification platform to ensure you are noti- fied every time a text comes through. Re- sponse time matters.
6. DELIVER YOUR TEXT
MESSAGES AT THE RIGHT TIME
Offer your texting number to your entire audience, but make sure you aren’t deliv-
ering messages at inconvenient times. Personalised offers and messages will make your customers understand you value one-to-one communication, but not if you deliver those offers or messag- es at 2:30 a.m.
7. GO BEYOND THE TEXT.
Don’t limit yourself to text-only messag- es. Take advantage of the full platform. Send a photo of your latest repair or a before and after and send a link to your scheduling website.
Your customers expect the experience to be seamless, so include the informa- tion they want (links, photos, videos, etc.) on the channel they want.
BONUS TIP: Use texting to gather real- time feedback about your customer ex- perience.
Businesses that offer text messaging to their customers have a direct advan- tage over those that don’t: gather real- time feedback about your customers’ experience. With real-time feedback, you have an opportunity to fix a poor
experience as it happens instead read- ing a poor review online.
With messaging in place, you can communicate in real-time with your customers about what is going well, what’s not working, and what needs to change. Customers that are already hav- ing conversations with you are more likely to deliver this feedback to you via text than they are to pick up the phone (or speak to you in person).