dealers · 2026-09-29 · 13m06s
09-29 Technical Support Call Reveals User Training Gaps in Customer Communication Platform
Core
VinSolutions floor coaching: salesperson wants better text templates (Podium-era) and couldn't text some customers (green button off).
Diagnosis (Lance)
- Use Gen AI button in the text composer instead of weak templates.
- Green text = opt-in status, not “new lead required.” Don't open a fresh lead just to text an existing customer — start/select the person correctly.
- Missed training on Gen AI; one-off phone fix isn't enough.
Action
- Lance: in-person sit-with to demo texting + Gen AI workflow (TBD).
Note
After ~2m the tape is disc-golf broadcast left running — ignore for ops.
No device highlights on this take.
0:00
Wasn't a dude.
0:01
So I was told a while back that we were going to put in some templates, and then so then I was told to do a text through them. And I went into a customer, and I opened up the templates. Templates really aren't that great. There was a couple really good ones. Remember with that we put in with podium. I wonder if we can add some templates like the ones that we both, you know, previous customers. Do that, but.
0:35
You also when you're doing the text to the person, you can also use you can also just use the gen the gen AI button. Um, there should be a button when you're shooting a text to someone. It's gen AI, generative AI. Okay.
0:50
Um.
0:54
No, it helps you write the message basically.
0:57
Mm - hmm. Training on this, but I was not around.
1:01
Didn't know about it. Yep.
1:05
Text. By the way, clicked on a couple customers, and the green little text button on the right side wasn't lit up. So I went to open. All right, new lead. I started. I'm starting to get out of vehicle. Helping you. Does that make any sense?
1:26
Are you talking about old customers? You just need to start a start a lead and picking it. Yeah.
1:56
You don't have to start a new.
1:57
You don't have to start a new lead to text them that green is not doesn't have anything to do with whether it's a lead or not. That green just means either they've opted in or someone else has checked the box. I can't give it to. I can't give it all to you on the phone. I have to come by and sit there with you. Yep, I will. I'll come by and look at it with you for sure. All right, all right, man. No problem. All right, bye.