Customers do that through our website which drives me nuts. It seems
like half the time or more they simply put their phone number or email
address but not their name. True, I could cross reference the account
by the information provided but why can't they put their name in the
message? When I am in a bad mood I'll just ask who the account is under
even though I already know so they will include the information next time.
If it were me I would insist on verbal communication for troubleshooting.
Ken Hohhof 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?
