How do you text them back? (assuming your business phone is landline or VoIP, not a cellphone)
From: Jeremy Sent: Thursday, September 08, 2016 9:14 AM To: [email protected] Subject: Re: [AFMUG] customer support via text message We text back and ask for the account information. On Thu, Sep 8, 2016 at 8:13 AM, Adam Moffett <[email protected]> wrote: 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?
