They quit working? Doesn't the telco fix them when they don't work?
....maybe that's a dumb question. I know around here there are some
people with lines that stop working every time it rains, and the telco
won't dig them up for anything unless they're totally broken. Maybe it
depends in what way they're not working.
------ Original Message ------
From: "Josh Luthman" <j...@imaginenetworksllc.com>
To: "af@afmug.com" <af@afmug.com>
Sent: 9/8/2016 11:04:05 AM
Subject: Re: [AFMUG] customer support via text message
Interesting. Land line phones quit working ages ago so everyone uses
their cell here. Every once in a while a spouse has a different
mobile, but not very often.
Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373
On Thu, Sep 8, 2016 at 11:00 AM, Adam Moffett <dmmoff...@gmail.com>
wrote:
IDK bro, I just know it's super common to get one number when they
sign up and then receive their calls from another. Maybe it's a house
number they never use and then a cell.
------ Original Message ------
From: "Josh Luthman" <j...@imaginenetworksllc.com>
To: "af@afmug.com" <af@afmug.com>
Sent: 9/8/2016 10:17:56 AM
Subject: Re: [AFMUG] customer support via text message
What other number?
I can see commercial accounts, though I wouldn't expect them to be
texting.
Josh Luthman
Office: 937-552-2340
Direct: 937-552-2343
1100 Wayne St
Suite 1337
Troy, OH 45373
On Thu, Sep 8, 2016 at 10:13 AM, Adam Moffett <dmmoff...@gmail.com>
wrote:
Because they give a different number when they sign up.
------ Original Message ------
From: "Josh Luthman" <j...@imaginenetworksllc.com>
To: "af@afmug.com" <af@afmug.com>
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 <af...@kwisp.com>
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?
