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WhatsApp vs SMS: Settling the Debate for Automotive Dealers

When it comes to reaching customers quickly and reliably, SMS and WhatsApp both have their strengths. But knowing how to use each can make all the difference in your communication strategy.


Here’s what we’ve learned working with dealers across the UK:


SMS – Instant Engagement for Hot Leads


✅ Pros:

  • Speed & Reach: Every phone can receive SMS and over 90% of people read their messages

  • Perfect for Time-Sensitive Actions: Book a test drive, confirm a callback, or responding to an immediate question.

  • No Frills: SMS is simple, familiar, and doesn’t require an app.


❌ Cons:

  • Limited Personalisation & Rich Media: Pure text can somewhat feel transactional.

  • More “Urgent” in Tone: Not the best fit for longer nurturing, value-driven conversations.


👉 Our data shows SMS is fantastic for the customers who have submitted enquiries, are engaged and want to progress quickly in their buying journey.




WhatsApp – Nurture, Brand Engagement, and Lasting Connections


✅ Pros:

  • Rich Content & Branding: Share photos, videos, PDFs. Even use your dealership’s logo and style.

  • Great for Two-Way Conversations: WhatsApp feels personal and welcoming, encouraging customers to chat back.

  • Ideal for Nurturing: Perfect for follow-ups & ongoing conversations

  • Seen Status & Encryption: Added trust and transparency.


❌ Cons:

  • Requires WhatsApp Installed: Not everyone uses it.

  • Longer-Term Play: Less immediate than SMS.


👉 Our data shows WhatsApp shines as a marketing and nurturing channel, helping you build relationships and keep your dealership top-of-mind over time.



Why Both Belong in Your Strategy


The truth is, SMS and WhatsApp each play a vital role at different stages of your customers’ journeys. SMS is unbeatable when you need to move quickly. It’s perfect for reaching hot leads who are ready to progress right away with simple, no-frills messages that prompts action.


WhatsApp, on the other hand, is much more than a messaging app. It’s a richer, more personal channel that allows your dealership’s brand to come to life over time, sharing images, videos, and having genuine two-way conversations that keep customers engaged long after the first enquiry.


By leveraging SMS for immediate impact and WhatsApp for ongoing relationship-building, you give your dealership the flexibility to meet customers where they are and guide them smoothly from interest to sale.




Want to find out how you can implement Whatsapp and SMS in your dealership for efficiency? Book a call


 
 
 

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