Are those the people that tell you they've been calling for several days
but you never called them back?
Ken Hohhof wrote:
Nope, we don’t contact people via SMS from this number. I think they
just ass-u-me everything is like a cellphone. Similar problem is the
people who never leave a voice message, they ass-u-me you will see the
missed call and call them back, because that’s cellphone etiquette.
You do have to wonder if they have these same expectations for big
companies or government agencies. Like if their bank calls about a
fraudulent transaction, do they assume they can just text back to that
number? Or if they look up the number for the DMV, do they assume
they can text that number about their license plate renewal?
People have mixed expectations for companies like us. One minute they
expect us to have every amenity and payment option a big company has,
the next minute they expect not to get shut off for nonpayment because
we know them, or they expect to call and say “this is Fred by the big
oak tree” and we will recognize them.
*From:* Cameron Crum <mailto:[email protected]>
*Sent:* Thursday, September 08, 2016 10:34 AM
*To:* [email protected] <mailto:[email protected]>
*Subject:* Re: [AFMUG] customer support via text message
Why would a customer think it is ok to text a company's voice number?
Do you send sms out from this number? I would never expect that I
could text a support or billing phone number unless I had previously
received a message from it. Why not get a dedicated sms number for
such activities and advertise it as such. Twillio is pretty cost
effective and you can use their API to do all kinds of cool stuff. If
our customers want to communicate through text in our software we
require it. You can set up auto-reply's or have the number forwarded
to something else. You can even handle the call forwarding if someone
hits the "call back" from their phone so it rings your main number. I
think most people set up an auto reply that tells them the SMS is
really only for notification purposes, not for support issues, mostly
due to the reasons outlined previously. It is pretty difficult to
support people via sms especially if they are using a phone not
registered in the account.
On Thu, Sep 8, 2016 at 10:16 AM, That One Guy /sarcasm
<[email protected] <mailto:[email protected]>> wrote:
haha, the ones who pay with prepaid cards they always have to put
money on, i love them
On Thu, Sep 8, 2016 at 10:14 AM, Adam Moffett <[email protected]
<mailto:[email protected]>> wrote:
I'm thinking you'll find a correlation between those folks and
the ones who don't pay their bills.
------ Original Message ------
From: "CBB - Jay Fuller" <[email protected]
<mailto:[email protected]>>
To: [email protected] <mailto:[email protected]>
Sent: 9/8/2016 11:13:23 AM
Subject: Re: [AFMUG] customer support via text message
it looks to me like people change their phone numbers every
few months.
----- Original Message -----
*From:* Josh Luthman <mailto:[email protected]>
*To:* [email protected] <mailto:[email protected]>
*Sent:* Thursday, September 08, 2016 9:12 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 <tel:937-552-2340>
Direct: 937-552-2343 <tel:937-552-2343>
1100 Wayne St
Suite 1337
Troy, OH 45373
On Thu, Sep 8, 2016 at 10:08 AM, Ken Hohhof
<[email protected] <mailto:[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?
--
If you only see yourself as part of the team but you don't see
your team as part of yourself you have already failed as part of
the team.
