Because they give a different number when they sign up.
------ Original Message ------
From: "Josh Luthman" <[email protected]>
To: "[email protected]" <[email protected]>
Sent: 9/8/2016 10:12:13 AM
Subject: Re: [AFMUG] customer support via text message
How the hell do you not have their numbers tied to their accounts???
Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373
On Thu, Sep 8, 2016 at 10:08 AM, Ken Hohhof <[email protected]> wrote:
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?
