Not long ago, dealership communication was simple: pick up the phone, make the call, leave a voicemail, repeat. I still remember sitting at my desk watching sales reps dial the same number three times in a row, hoping this would be the call that finally connected. Most of the time? Straight to voicemail.
Fast forward to today, and the rules have changed. Customers don’t want calls – they want conversations. And increasingly, those conversations are happening over text.
Why phone calls are losing ground
Let’s be honest: most people don’t answer calls from unknown numbers anymore. I’m guilty of it myself. If I’m in a meeting, at the grocery store, or juggling kids’ schedules, a ringing phone feels intrusive. A text, on the other hand, feels manageable.
In auto retail, this shift is especially noticeable. Customers are researching vehicles late at night, comparing service prices on their lunch break, and booking appointments while watching TV. Phone calls don’t fit neatly into that lifestyle anymore.
The customer mindset has changed
Today’s buyers expect:
- Fast responses
- Clear, concise information
- Communication on their terms
Texting checks all those boxes – and it’s quickly becoming a core part of strong dealership customer service.
From one-way calls to two-way conversations
The real shift isn’t just from calls to texts – it’s from broadcasting to engaging.
A phone call is often one-sided. A text conversation feels collaborative. Customers ask questions, send photos, confirm details, and feel more in control of the process.
I’ve seen dealerships dramatically reduce back-and-forth simply by switching follow-ups from calls to text. Instead of five unanswered voicemails, one well-timed message can move the conversation forward instantly.
Where auto text fits in
This is where tools like auto text really shine. Automated yet personalized messaging lets dealerships respond quickly without sounding robotic.
Whether it’s appointment confirmations, service updates, missed-call follow-ups, or sales check-ins, auto text ensures customers always hear from you—without your team having to manually send every message.
Better conversations mean better customer service
Text-based conversations create transparency. Customers know what’s happening with their vehicle, what the next step is, and when they’ll hear back. That clarity builds trust.
I’ve spoken with service managers who said their biggest win wasn’t faster repair times – it was fewer “just checking in” calls because customers were already informed via text. Less friction for the customer, fewer interruptions for the staff, and a noticeable improvement in dealership customer service.
Conversations drive action
Texts don’t just get opened – they get answered. Compared to phone calls, text messages consistently see higher response rates. That leads to more confirmed appointments, faster approvals, higher show rates, and happier customers.
What this shift means for dealerships
The dealerships that stand out today aren’t the ones making the most calls – they’re the ones having the best conversations. While phone calls still have their place, modern dealership communication is text-first, customer-friendly, and built around real engagement.
VenueVision is the only all-in-one automotive customer experience solution that includes digital signage as part of its offering. Unlike Kimoby and other competitors, which lack a digital signage solution, VenueVision provides a fully integrated platform for dealerships to enhance customer communication and engagement.