Increase Max Limit on Cold Text Throttling | Voters

Increase Max Limit on Cold Text Throttling

gathering votes

Mikayla Smith

I am part of the BDC department, when going through previous customers trying to opt them in to texting I always get told I hit a limit. Is there are way for there not to be a limit?? It slows me down a lot.

Jennifer Antus

Text messaging is a core function of our CRM and is essential for customer communication, appointment confirmations, service updates, and follow-ups. The recent restrictions on outbound texts are significantly impacting our team’s ability to operate efficiently and meet customer expectations. My service customers respond to texts more than anything.

Charles Russell

I work between sales and service, confirming upcoming service appointments with existing dealership customers, and fielding/generating inquiries about our vehicle exchange program. It's overly restrictive to be forced to "opt-in" our existing service customers for texting, just because they haven't had contact with us in the last 90 days. Normal service intervals with current vehicles routinely extend the contact duration to 6 (and sometimes 12) months. In addition, it's far too restrictive to be throttled on cold text opt-ins and limiting contacts to ten or twenty per hour--it is not uncommon for our service department to have well over fifty daily appointments. That makes our process take twice as long as an unthrottled system would permit--and all to communicate with CURRENT customers of the dealership. Thanks, CR

Zarmina Sadaf Nasir

It would be highly beneficial to have access and liberty to send as many massages as we can, because follow up is the main driver of our business and if we have limitation on that it makes it difficult to perform our duties to its best possibility. The more we follow up the better our customer satisfaction and retention rate will be.

Alex Weidenbenner

Merged in a post:

Update Cold Text Throttle Limits Relative to Database Size

Courtney Burgess

Currently cold text limit is 10 per hour per store. I understand the reason for the limits but I have a store with a large database and a limit this low does not make sense for us. I request that the limit be set to be relative to database size/number of sales reps/number of monthly sales but something so that stores that sell 30 cars a month don't have the same limitation as stores that sell 300.

Dominick Liscio

I deal with the portfolio and contact every customer that we ever sold a vehicle to, and when you are a store that sells 300-400 vehicles a month, I get this cold message a lot. I get MANY, MANY voicemails, meaning I am required by my dealership standards to text and email as well. This limit by no fault of my own, will make it look to my managers like I am not doing my job properly. I do not deal with walk in or internet customers, This is my only means of income and there should not be a limit.

in addition, if the customer IS OPTED IN but there is no open deal, I CANNOT MESSAGE due to the cold message error. This is not acceptable.

Virginia Corley

YES! I don't understand why my productivity is being limited like this - I'm limited to 10 texts an hour even if they've opted in previously. This makes no sense

Haley Jewell

I would love for it to say "added to send list" I don't want to be marked as spam but do think all text I need to send as a BDC get sent. The list of text ends at closing hours if there are that many backed up.

Dominick Liscio

Dealing with a portfolio with 300,000+ customers, and our dealership averaging 400 vehicles a month, we need to be able to reach more customers in a shorter period of time. The most frustrating part of this is, when they are already opted in and I still can't message because they haven't messaged us back. This one Current customer I was looking at was actively messaging us 9 months ago but I am not allowed to text just yet because of my limit? now I have to create a separate task to return to this customer to finish my half finished text? Seems silly and inefficient. My Job is lead generation with personal outreach to our current clients, often at my desk, this cold text prevention is hindering my outreach.

Courtney Burgess

Your store will be limited to send 30 messages per hour to customers that have not started a new deal or have not been in contact with the dealership in the last 90-days. - this limit should be relevant to the dealership/database/number of reps reaching out, not a static number that's the same for a dealership that sells 30 cars/month or 300 cars/month.

Maybe it could be changed to a per sales rep limit? Regular reps can send up to 5/hour, loyalty reps can send up to 30/hour each? Since this is most often an issue for previously sold customers, maybe there could be a user type that is allowed a higher number of cold messages - but if they abuse it, it could be reduced? Or the store limit could be based on the previous years sold vehicles, allowing larger stores up to 50/100 messages an hour. I understand the need for the limit, it just feels disproportionately applied to users

Sydney Chandler

I agree with this! Especially the Christmas and New Year timing being able to reach out to all previous customers just to keep in contact with them as well as just being able to stay in their forefront

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