Those same people have land lines, it's clearly a crazy world over there.
Josh Luthman Office: 937-552-2340 Direct: 937-552-2343 1100 Wayne St Suite 1337 Troy, OH 45373 On Thu, Sep 8, 2016 at 11:34 AM, Cameron Crum <[email protected]> wrote: > 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]> 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]> >> 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]> >>> To: [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 <[email protected]> >>> *To:* [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 >>> 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? >>>> >>>> >>> >> >> >> -- >> 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. >> > >
