Our business line is a Google Voice number. On Thu, Sep 8, 2016 at 8:32 AM, Ken Hohhof <[email protected]> wrote:
> How do you text them back? (assuming your business phone is landline or > VoIP, not a cellphone) > > *From:* Jeremy <[email protected]> > *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? >>> >>> >> >> >
