Tits?!?! On Dec 4, 2016 2:30 PM, "Lewis Bergman" <[email protected]> wrote:
> Seriously, I think a robot could be programmed to ask the customer enough > questions to narrowit down to one and then start from there. I think you > ate on to something. Even if you just get that forwarded so you can look > into it and stay action that would be a time saver. > > On Sun, Dec 4, 2016, 2:21 PM Ken Hohhof <[email protected]> wrote: > >> All that sounds wonderful, when can you start development? >> >> >> >> I think the frustrating part is most of these texts are along the lines >> of “is the tower down” or “my Internet is down”, with no other information >> than a cellphone number, which is probably not the contact number in our >> database. If they would just include the account name, I would get on the >> computer and do some tests before texting them back. But usually I have >> to first text them back for more information. Maybe a robot could check >> the customer database, tell me the customer name, and if not found, text >> the customer back “Who is this?” >> >> >> >> At that point I usually prefer to call them, because it can take 50 >> back-and-forth texts just to get someone to check if the POE is plugged in. >> >> >> >> If they have a smartphone, they can go to our website. Maybe we need >> troubleshooting instructions, maybe YouTube videos, on our website. Text >> them a link to that? >> >> >> >> >> >> *From:* Af [mailto:[email protected]] *On Behalf Of *Brian Webster >> *Sent:* Sunday, December 4, 2016 1:30 PM >> *To:* [email protected] >> *Subject:* Re: [AFMUG] Customers texting cell phones "hey my internet >> isn; t working" >> >> >> >> You know all annoyances aside; there is an opportunity for a product to >> be developed. Think about it: >> >> >> >> Your customer is off line, they likely have a cell phone that they can >> use to get in touch with you. >> >> They call your tech support line, this requires you to either call them >> back and devote 100% of your time at the moment to talk to them one on one, >> or you answer the call directly immediately, no matter what else you might >> have to do and you can’t do much of anything else. >> >> If you can text back and forth you would not have to sit there on the >> phone and wait while they do things like reboot and such. >> >> On a dedicated phone call this only lets you service one customer at a >> time. >> >> If you had the equivalent of the on line chat support many companies >> have, it could also function through the SMS system, it’s one way the newer >> tech savvy customer can interact with you and they can also do something >> else at the same time in between steps. >> >> If you had a good SMS system it would start a ticket just like an on line >> ticketing system would. Texting prompts back and forth for customer name >> and account information if necessary. This part would be automated and all >> keyed up to you prior to you getting the first live text/email/ticket >> notification or on screen system messages. >> >> This would not have to go to YOUR cell phone but rather it would go to >> your ticketing system and get handled just like any other ticket and tech >> support network. >> >> It gives the client the convenience of getting support via SMS should >> they chose. >> >> You could easily have pre-canned help files sent as basic troubleshooting >> steps they can perform first without needing direct interaction. Reboot >> sequence or how to request their Wi-Fi password information come to mind >> here. If done right it could prompt them to text back a response at each >> step, much like a troubleshooting decision tree diagram works. Once it’s >> gets beyond basic decision tree stuff it could be transferred to the live >> tech. This transfer should also be smart enough to show the tech on screen >> how far the automated process went and what steps are already completed so >> they don’t have to re-ask all those questions that annoy each of us when we >> call tech support. >> >> >> >> With Google Voice being a free way to do web to SMS interaction, it seems >> like some good programmer could build inter some middleware to do this or a >> standalone system. Cost for the SMS interface/gateway can then be free. I >> am sure there are other methods to also keep the cost free as well. >> >> >> >> This clearly would not work for most customers but I can see it becoming >> popular over time, getting in front of the idea now and working out best >> practices would be good before the consumer demand for it is real high. >> >> >> >> Thank You, >> >> Brian Webster >> >> www.wirelessmapping.com >> >> www.Broadband-Mapping.com >> >> >> >> *From:* Af [mailto:[email protected] <[email protected]>] *On >> Behalf Of *Mike Hammett >> *Sent:* Friday, December 02, 2016 7:35 AM >> *To:* [email protected] >> *Subject:* Re: [AFMUG] Customers texting cell phones "hey my internet >> isn; t working" >> >> >> >> Some carriers support mobile CNAM, some don't. Mine's in there, though. >> >> >> >> ----- >> Mike Hammett >> Intelligent Computing Solutions <http://www.ics-il.com/> >> <https://www.facebook.com/ICSIL> >> <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> >> <https://www.linkedin.com/company/intelligent-computing-solutions> >> <https://twitter.com/ICSIL> >> Midwest Internet Exchange <http://www.midwest-ix.com/> >> <https://www.facebook.com/mdwestix> >> <https://www.linkedin.com/company/midwest-internet-exchange> >> <https://twitter.com/mdwestix> >> The Brothers WISP <http://www.thebrotherswisp.com/> >> <https://www.facebook.com/thebrotherswisp> >> >> >> <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> >> ------------------------------ >> >> *From: *"Ken Hohhof" <[email protected]> >> *To: *[email protected] >> *Sent: *Thursday, December 1, 2016 9:25:40 PM >> *Subject: *Re: [AFMUG] Customers texting cell phones "hey my internet >> isn; t working" >> >> Awhile back I added SMS-to-email capability to our main number and >> discovered people have probably been texting it forever. You don’t need a >> cellphone to receive texts. The nice thing is the service we use has the >> reply-to address on the email set to properly to text the person back. >> >> >> >> What I find annoying is they never include their name, somehow they think >> their cellphone number is all we need. So 123-456-7890 wants to know “Is >> the tower down?” >> >> >> >> I’d rather they use the contact form on our mobile website. It’s not a >> “responsive” site, it’s a separate mdot site so the contact form is easy to >> use on a phone. >> >> >> >> One of the other great mysteries of life is why calls from cellphones >> don’t have CNAM. 95% of the calls we get are from “Wireless Caller”. >> There are apps for everything, but they can’t do this one simple thing, >> show me the name of the mobile caller, without having them in my address >> book. >> >> >> >> >> >> *From:* Af [mailto:[email protected] <[email protected]>] *On >> Behalf Of *Brandon Yuchasz >> >> >> *Sent:* Thursday, December 1, 2016 8:40 PM >> *To:* [email protected] >> *Subject:* Re: [AFMUG] Customers texting cell phones "hey my internet >> isn; t working" >> >> >> >> I expected more Sarcasm. But thanks for the reply anyway. We are small >> still by most standards and I still go on every install so generally >> customers feel they know me a little. That relationship is of course a good >> thing. Some texts of course I don’t mind like “ hey the internet has been >> dropping off today but comes back” it’s the shitty attitudes that they >> would never give me in a phone call that generally piss me off.. >> >> *From:* Af [mailto:[email protected] <[email protected]>] *On >> Behalf Of *That One Guy /sarcasm >> *Sent:* Thursday, December 01, 2016 8:31 PM >> *To:* [email protected] >> *Subject:* Re: [AFMUG] Customers texting cell phones "hey my internet >> isn; t working" >> >> >> >> We call into the office and call the customers from there DID or >> something to avoid it. But it happens. >> >> When a customer has my cell, ive given it to them on occasion for >> troubleshooting and most of my contract service have my work and personal. >> >> As long as they dont abuse it, I handle their business (facebook is >> becoming popular for customers to contact me, which is odd because my face >> book is private and highly offensive) >> >> Once they abuse it, they get a couple "call the office"s then they get >> ignored. >> >> Like right now there is a voicemail from a contract services customer i >> haven't even listened to from two days ago. >> >> >> >> I do prefer all communications voice or digital go through work channels, >> or phones are recorded and all the digital stuff is logged on company owned >> assets. Better in the long term for liability. >> >> On Thu, Dec 1, 2016 at 8:25 PM, Jim Bouse [Brazos WiFi] < >> [email protected]> wrote: >> >> I respond with “The support number is: 979-985-5912 >> <%28979%29%20985-5912>” >> >> >> >> Short and sweet (maybe not sweet). Often, I am on call in the evenings >> so I end up answering the support call but It is customer training. I >> don’t want people calling/texting my personal cellphone and then getting >> pissed off that I don’t respond in a timely manner (vacation or whatnot) >> when I have paid support staff at the office. Additionally, if they call >> my cellphone, I tell them the same thing. The sales and support number is: >> X. I will be happy to help you there. >> >> >> >> We record 100% of the business calls due to some he-said/she-said >> incidents. I don’t talk business on the personal cellphone unless the call >> is routed through the PBX. >> >> >> >> Jim Bouse >> >> Owner >> >> Mobile IT Pro - Brazos WiFi >> >> 979-985-5912 <%28979%29%20985-5912> >> >> [email protected] >> >> >> >> *From:* Af [mailto:[email protected]] *On Behalf Of *Brandon Yuchasz >> *Sent:* Thursday, December 01, 2016 8:19 PM >> *To:* [email protected] >> *Subject:* [AFMUG] Customers texting cell phones "hey my internet isn; t >> working" >> >> >> >> Wondering if anyone else has dealt with this and if so what they used as >> a solution. >> >> >> >> I am getting more and more texts from customers as time goes on. They get >> my cell phone number at some point when I call them or from a friend or who >> knows but they hold onto it. >> >> Instead of emailing the tech support or calling in they send me a text to >> my cell phone. “hey my internet isn’t working” . I don’t know who the hell >> they are of course since its just some random number with no context. So >> Then I am faced with ignoring the text or replying. “ I’m sorry but I don’t >> know who this is from can you please give me additional information. “ >> >> Text back and forth over the next 15 minutes reveal they have the >> wireless turned off on their computer or the router took a shit or they are >> off line. Regardless it’s annoying, I have considered asking them not to >> text my cell phone and instead call or email but half the time they are >> still going to get me. That’s not ideal. Please don’t text my cell phone >> instead use our online contact option or call us at…. 5 minutes later I get >> a call that forwards to my cell phone not ideal. although that is changing >> and hopefully in the next 6 months I won’t be doing any tech support calls >> anymore. >> >> >> >> How do you guys deal with this from a company standpoint. >> >> >> >> Just so everyone realizes it… this is at least 65% rant so sarcasm and >> honest real feedback are both welcome. >> >> >> >> >> >> >> >> -- >> >> 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. >> >
