Earlier this year we enabled SMS messaging on our main business phone
number. We never announced anything, but people do send us texts, which
makes me wonder how many were dropping off the end of the earth previously.
We don't actually get a text message, it gets turned into an email to our
support address.
Problem is, customers often don't include their name, all we have is their
cellphone number. Their expectation seems to be that we will text back and
forth with them. In reality we have to call them. But we can't investigate
the problem first unless we can correlate the cellphone number to a customer
account, and then when we call them, lots of people don't actually answer
their phones, they do everything by text message.
How are people handling this?
- [AFMUG] customer support via text message Ken Hohhof
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