{"id":2678,"date":"2026-07-13T23:42:02","date_gmt":"2026-07-13T23:42:02","guid":{"rendered":"https:\/\/www.tvi-mp3.com\/blog\/?p=2678"},"modified":"2026-07-13T23:42:03","modified_gmt":"2026-07-13T23:42:03","slug":"closing-service-approvals-faster","status":"publish","type":"post","link":"https:\/\/www.tvi-mp3.com\/blog\/closing-service-approvals-faster\/","title":{"rendered":"Closing Service Approvals Faster: Texting vs. Calling"},"content":{"rendered":"\n

There\u2019s a time and place for a phone call, but today’s customers don’t always answer. Service departments often lose time waiting for callbacks before repairs can begin, and sometimes customers ignore the call if they don\u2019t recognize the number. The question isn’t whether dealerships should stop calling customers. The real question is: Which communication channel delivers the information customers need when they need it?<\/p>\n\n\n\n

It\u2019s imperative for today\u2019s fixed ops leaders to use both texting and calling strategically. According to a 2026 Missive article<\/a>, open rates for text messages exceed 90% across most industries, with a generally faster response time than waiting for a callback. Customers increasingly prefer text communication, and faster response times<\/a> reduce repair delays and improve the customer experience.<\/p>\n\n\n\n

\"Closing<\/figure>\n\n\n\n

The Hidden Cost of Waiting for a Callback<\/strong><\/h2>\n\n\n\n

Let\u2019s consider the cycle of phone call communications. The advisor leaves a detailed voicemail, but the vehicle often sits waiting for authorization. Even if the customer calls back promptly, there\u2019s still a good chance they won\u2019t be able to reach their busy service advisor. Let the annoying and inefficient game of phone tag begin. The trickle-down impact includes delays in parts ordering, technicians waiting to work, and increased repair cycle times.<\/p>\n\n\n\n

A recent TVI MarketPro3 article<\/a> stresses the impact of dealership service response times and their impact on customer retention. The same can be true of slow customer response times. Delayed responses on either end of the line affect repair approvals, customer satisfaction, repair order (RO) throughput, and retention. Simply put, slow communication creates friction. <\/p>\n\n\n\n

Why Customers Are Responding to Text Messages<\/strong><\/h2>\n\n\n\n

If you think about a day in the life of a busy customer, it\u2019s easy to see why answering a phone call isn\u2019t always an option. Customers are working, perhaps in a meeting. They may not be near their phone when it rings, or have it on silent. Busy parents are chasing after their kids and balancing household tasks. A text allows them to review and digest information at their convenience, perhaps more easily than during a phone call. They can then follow up with a more decisive response than a call, which can leave them with more questions than answers.<\/p>\n\n\n\n

TVI Unotifi Automated Text Message Marketing<\/strong><\/p>\n\n\n\n

Customers increasingly expect multiple communication channels rather than relying solely on phone calls. Unotifi specializes in giving customers multiple ways to connect with the dealership, and the platform centers on texting to bring customers into the service drive and retain them through efficient communication.<\/p>\n\n\n\n

Texting Doesn’t Replace Trust\u2014It Supports It<\/strong><\/h2>\n\n\n\n

Texting alone doesn’t sell repairs. Personal communication still matters, especially for bringing customers back time and again. They need compassion, understanding, and connections, not just notifications.<\/p>\n\n\n\n

Texting is also most effective when it complements other forms of technical communication; for example, video with text<\/a> creates transparency. Texts deliver information quickly, while video helps establish credibility, and the advisors are available to provide context and explanation.<\/p>\n\n\n\n

The Most Effective Approach Isn’t Texting OR Calling<\/strong><\/h2>\n\n\n\n

There\u2019s a time and place for each means of communication, and knowing the difference sets top-performing dealerships apart from average stores.<\/p>\n\n\n\n

Texting works best with:<\/p>\n\n\n\n

  • Status updates<\/li>
  • MPI delivery<\/li>
  • Repair approvals<\/li>
  • Parts updates<\/li>
  • Appointment confirmations<\/li><\/ul>\n\n\n\n

    Calling still matters with:<\/p>\n\n\n\n

    • Large repair estimates<\/li>
    • Complex repairs<\/li>
    • Declined recommendations<\/li>
    • Upset customers<\/li>
    • Relationship-building opportunities<\/li><\/ul>\n\n\n\n

      Technology Should Support the Conversation, Not Replace It<\/strong><\/h3>\n\n\n\n

      The most successful service departments don’t force customers into a single communication channel\u2014they meet customers where they’re most comfortable. Some customers prefer the convenience of a quick text, while others still want the reassurance of a personal phone conversation before making a decision.<\/p>\n\n\n\n

      This is where solutions like Unotifi help dealerships create a more flexible customer experience. Rather than treating texting and calling as competing strategies, Unotifi allows dealerships to integrate both into a cohesive communication process. Advisors can use text messaging to deliver updates, photos, videos, and repair recommendations quickly, while still being able to pick up the phone when a situation requires additional explanation, empathy, or trust-building.<\/p>\n\n\n\n

      The goal isn’t to replace human interaction with automation. It’s to remove communication barriers so advisors can spend less time chasing customers and more time helping them make informed decisions. When customers can communicate on their terms\u2014and advisors have the tools to respond appropriately\u2014dealerships create a more convenient, transparent, and customer-friendly service experience that drives both approvals and long-term retention.<\/p>\n\n\n\n

      Conclusion<\/strong><\/h2>\n\n\n\n

      In today’s service environment, speed and convenience matter, but so does the human connection that builds trust and loyalty. The dealerships seeing the strongest results aren’t choosing between texting and calling\u2014they’re using both strategically. By leveraging text messaging for quick updates and approvals while reserving phone conversations for more complex or relationship-driven interactions, service departments can reduce delays, improve the customer experience, and keep repair orders moving. The goal isn’t simply better communication\u2014it’s creating a seamless experience that earns customer confidence and keeps them coming back.<\/p>\n","protected":false},"excerpt":{"rendered":"

      There\u2019s a time and place for a phone call, but today’s customers don’t always answer. Service departments often lose time waiting for callbacks before repairs can begin, and sometimes customers ignore the call if they don\u2019t recognize the number. The question isn’t whether dealerships should stop calling customers. The real question is: Which communication channel […]<\/p>\n","protected":false},"author":2,"featured_media":2679,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[4,5],"tags":[],"yoast_head":"\n\n\n\n\n\n\n\n\n\n\n\n\n\n\t\n\t\n\n\n\t\n