Ask Tory - Have you heard of Customer Connections?

Tory Hornsby | 05/04/2020

A recent study showed that 87% of Americans experience anxiety when answering a call from a business or calling a business… that’s why customers don’t answer the phone anymore. And it’s not just anxiety stopping folks from answering. Not too long ago I called my 19 y.o. son. He didn’t answer, of course, but as I was going to his voicemail he sent me a text that said, “What’s up?”

That’s when it hit me. People simply prefer texting over a phone conversation. It’s the world we now live in, and texting will continue to replace phone calls the same way that email replaced fax machines.

This is good news for dealers though. In fact, I just bought a new Ram 2500 truck and didn’t talk to the dealership one time before showing up. If they wouldn’t have had texting capabilities I would not have purchased the day I did, and maybe not at all. I’m too busy to talk on the phone, but I do have time between meetings, webinars, helping clients and team members to reply to a text here and there. 

And think about it, you can only handle one call at a time, but you can handle lots of text conversations at once. Plus, customers get more frustrated when they’re put on hold, and at some point a phone call ends, but the nature of a text conversation is it always stays open. 

That’s why we built Customer Connections. It’s a texting tool designed for one-to-one communication, and there are 3 primary ways dealers use it. 

1. Number 1 is to increase incoming leads from your website. Website visitors are hesitant to fill out a form because they know it results in a phone call. They don’t want to talk, but they don’t mind texting. It’s their preferred way to communicate.  We place a Text Us button on your site to increase leads and provide a simple and efficient way to communicate with prospects. 

One of our clients in Mississippi had 329 text conversations in Customer Connections and sold over 60 units in a single month! Over 60 people showed up ready to do paperwork without ever talking to someone at the dealership, and it lead to a record month.

2. The second way dealers use this is to follow-up with customers. The Parts & Accessories department might text when a special order is ready to be picked up. Service might text a picture of worn brake pads and get a quick authorization to replace them, so this is great for upsells. And salespeople use it to follow-up with website leads and other customers to desk deals and get folks into the dealership.

3. The third way dealers use Customer Connections is through our mobile app. This app enables your team to quickly follow up with prospects without having to go to a desktop computer. Your staff can use their cell phones or tablets, without having to use their personal cell phone number. The app also enables them to use the Photo with Purchase feature, which is the third way dealers use the app.

Photo with Purchase sends a text to each customer with a picture of themselves smiling ear to ear with their new unit, which increases loyalty and CSI scores. And while they’re looking at their smiling face, we ask them to write an online review for your dealership. Then, the app posts their picture to social media and gets the customer share it with their friends in family. This boosts your social media engagements and puts your dealership in front of new prospective customers with every single unit sell. 

Dealers have a real love-hate relationship with Facebook. They know they should post customer pictures at the time of purchase, but when they do, it often only gets a couple of likes, so it’s an awful lot of work for very little return. Now, the reason dealers don’t get many likes or comments is because Facebook only shows a business’ posts to people who have liked, commented or shared one of their posts in the past. Customer Connections gets customers to engage with your social media automatically and grows your overall Facebook presence. Over time, your engagements grow in a big way. 

Plus, the app features an Employee Leaderboard that recognizes your dealership’s top-rated staff. It increases competition among your staff to use the app more frequently because it shows the number of conversations, review requests, and the number of Photo with Purchases each team member has sent.


If you’d like to increase your business in every department, you’ve gotta see a demo of Customer Connections. Call or text us at 770-692-1750, or visit for more information.


- Tory

PSM Marketing

825 Highway 74 South
Peachtree City, GA 30269
Tel: (877) 242-4472
Int: (770) 692-1750
Text: (770) 692-1750