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Ghosted? 5 Ways to “Resuscitate” Conversations with Unresponsive Online Shoppers

We’ve all been there. Someone texts in, asking a question. You respond with an answer. Maybe you have a back-and-forth conversation for a bit then…poof! You’ve been ghosted. You’re now dealing with an unresponsive customer. How do you breathe new life into that conversation and determine if they’re gone for good or ready to come in?

One of our advocates posed that question to our CONNECT Rewards community. Here are some of the follow-up text ideas shared by other industry professionals:

1). Send a photo of what they were interested in.

Remind shoppers why they reached out to you in the first place by texting them a picture of the vehicle, apartment other other product they were eyeing. Have a little fun with it, too. Consider putting a sign on the window or door that says, “Reserved for Bob” or “Adopt me, Bob.”

2). Send a video.

You can get really creative here if you want. This is a great opportunity for you to “introduce” yourself and send a personalized video that showcases something new about the vehicle, home or apartment. Remember to get a shot of the interior or the part they were most interested in. (You can use the same sign as in the photo here, too.)

3). Give them an update.

If the product they’re interested in is still available or if new inventory that matches their specs has arrived, let them know. And shoot them a text if someone else expresses interest in that same vehicle or home! It’s an easy way to double-check if they’re still in the market or not (and create some urgency).

4). Share new incentives or promotions.

Just about everyone loves a good deal, so share any specials that have changed…or let them know of an incentive that is expiring soon. It might prompt action.

5). Sometimes, just a nudge works.

While you don’t want to be pushy and bombard them with communications, it doesn’t hurt to ask. Simply acknowledge that you haven’t heard from them for awhile and that you want to make sure all their questions were answered. One dealership (John Roberts, VP & GM at Roberts Motors, Inc.) has a great response rate by asking previously unresponsive customers if they’ve been eaten by alligators!

Regardless of how you follow up via text, don’t be afraid to have a little fun. Add some personality and make that communication different than the usual automated responses people often get. After all, the connections you make can set you apart from the competitor down the street.

Written by: Michelle Young on October 10 2017

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