Are your customers not answering your calls? Read on to learn how spam labels are hurting your dealership.
Leads are expensive, and your reputation will suffer with spam labels.
How many times in the last month have you received a call on your phone and didn’t answer it because it came in and was labeled “Potential Spam”? Do you ever answer these calls? Your customers don’t either. And if your customers don’t answer, then nothing else matters.
Industry experts numeracle.com estimate that 30% of all business-to-consumer calls are now labeled as “potential spam” or, even worse, “potential fraud.” The fraud labels are worse because, in many cases, these calls aren’t even delivered.
How much are these negative labels costing your business? Automotive dealers spend well over $100 per lead they receive, including the software to manage it, advertising, etc. On the surface level, this costs you sales because the customers who asked you to contact them aren’t answering because of the negative label.
The potential damage to your business is much worse. Most of these negatively labeled calls are legitimate calls. The carriers’ algorithm to flag these calls is not public, and they do not give you notice or a reason why. Even though most of the calls dealers make are legitimate, customers do not perceive this as so because of the “potential spam” coming across their phones. I’ve spoken with people who assume the business has done something to deserve this, so they have a poor opinion of the company. What are the long-term effects? Spam labeling is a huge problem; unfortunately, we will never know exactly.
Have you seen your answer rates go down in the last few years? Could you be having this problem? The first natural step is to test every line in the store. Testing every line includes desk phones and click-to-call from the CRM. You need to call from every number to multiple carriers to test these lines.
What do you do next? The first step is finding a provider such as dealeridentity.com to establish a verified entity with every phone carrier and then submitting your numbers. From there, continuing good dialing practices should keep your reputation and calling labels clean. Your provider should be able to monitor this and then remediate it on your behalf if any of your numbers get flagged.
If you’re interested in removing the roadblocks to getting your calls delivered, contact one of our experts and see why dealerships are trusting us with their calling identity.
Questions? Contact DealerIdentity.com, and they can answer any questions you may have.
