Car Wars is excited to announce the addition of Late Response to Car Wars Texting and the Staff Activity Report.
This measures agent response speed against a custom threshold limit set by your dealership. The Late Response threshold can be customized by each store to fit their processes and standards for customer communication. Failure of an agent to respond with an outbound text or call within the threshold will result in the message being marked as a ‘Late Response.’ A Late Response icon will be appended to the text threads listed along the left of the page to assist in identifying the customers that need attention. The total number of Late Response instances will be displayed at the top of the thread.
The additional insight is designed to indicate how effective an individual or team is at connecting with customers. While there may be a lot of back-and-forth texts between the customer and an agent, we believe the first message is most critical in securing a customer’s business. This is why we prioritize the FIRST message from a customer. Therefore, the Late Response metric will be used for the first text received from a customer each new day to reestablish the line of communication.
In addition to the Late Response data, Car Wars is also introducing a more thorough Search function in our Texting platform to assist in drilling down the most relevant text threads. Users will be able to filter by date range, thread owner, unaddressed threads, and threads with Late Responses.
Lastly, the Late Response data will be called out and hyperlinked in the Staff Activity Report’s Texting reporting. This will link directly to our Texting platform for a streamlined experience.
View the updates to the Texting pod HERE! If you do not currently use Car Wars’ texting features, click HERE to schedule a time to learn more.
For questions regarding this update, contact your Car Wars consultant or Car Wars Support.
