I respond with "The support number is: 979-985-5912" 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 j...@brazoswifi.com From: Af [mailto:af-boun...@afmug.com] On Behalf Of Brandon Yuchasz Sent: Thursday, December 01, 2016 8:19 PM To: af@afmug.com 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.
