Ask the Expert: Do you think providing customers with status updates via text message is impersonal?

April 18, 2019

Status updates via text messaging or a phone call, which is better?

Q: Do you think providing customers with status updates via text messaging is impersonal and that they would rather receive a personal phone call?

A: Everyone I know these days is busy. A text message is not disruptive to a busy customer compared to a phone call or voicemail that may be missed and left unanswered. Text message updates are accommodating to customers and keep them informed, enabling them to stay connected and better plan their day.

Information provided by: Autoflow

About the Author

Chris Cloutier

Chris Cloutier has been working in the automotive repair industry for eight years as co-owner of Golden Rule Auto Care and operates two locations in the Dallas area. He is also the founder and chief architect of Autoflow, a digital tool that helps automate and streamline communication, workflow and Digital Vehicle Inspections (DVI) for auto repair shops. Chris gets asked often about the new digital landscape that is changing shop operations and draws from his own experience as a shop owner and software developer to address the topic.