Ken,
You can get an SMS enabled DID and have customers text one number that
isn't your personal cell. That way you or the support team can respond.
This is something we offer on our VoIP platform.
<https://atheral.com/>
Daniel White
Co-Founder - Business Development & Operations
direct: +1 (702) 470-2766
Facebook icon <https://www.facebook.com/getatheral> LinkedIn icon
<https://www.linkedin.com/company/atheral/> Youtbue icon
<https://www.youtube.com/channel/UCpPZv-EsGCj8LXfzylwCrjQ>
Ken Hohhof wrote on 3/10/19 10:07:
If nothing else, the lag between messages is often hours. And you’ll
ask a question like is the light on the POE green and 2 hours later
you’ll get an answer like the box has some lights on.
For me, if a customer leaves an email or voice message, I know within
minutes, no matter where I am. OK, maybe not so much if I’m
sleeping. But I often don’t know someone has sent a message via
Facebook until I get the email reminder from Facebook, and they have a
lag in the email notifications. So once someone starts a conversation
on FB, I have to stay camped on FB via my laptop or phone, which is
annoying if the customer takes hours so respond.
I actually prefer text messages now that people are getting good at
attachng a cellphone photo to a text message. As they say, one
picture is worth a thousand words.
*From:* AF <af-boun...@af.afmug.com> *On Behalf Of *Matt Hoppes
*Sent:* Sunday, March 10, 2019 10:48 AM
*To:* AnimalFarm Microwave Users Group <af@af.afmug.com>
*Subject:* Re: [AFMUG] customer messaging alternatives to FB
Why is Facebook messaging bad?
We use it like chat. It integrates with our ticket system (zendesk).
It’s great.
Almost everyone has a FB account. It’s a free chat system for
support/information.
I don’t see the issue.
On Mar 10, 2019, at 11:43 AM, Ken Hohhof <af...@kwisp.com
<mailto:af...@kwisp.com>> wrote:
Since Zuckerberg’s blog post about the future of messaging on
Facebook, there has been a lot of discussion about how young
people especially dislike the public post approach of social media
platforms like Facebook and prefer alternatives like Snapchat and
WeChat.
Occasionally we get customers sending us a PM on Facebook, trying
to use it like tech support chat. We find it to be very
inefficient, and try to get them to email us or call, but most of
the time they just engage in a series of back-and-forth Facebook
messages. This morning we got a message “I have a question, can
you help?” I don’t know, what’s the question?
Unfortunately, Facebook seems to be the only social media app or
platform widely used by our not-so-young not-so-savvy customer
base. At least as far as we know. Maybe they are going crazy on
Snapchat, Instagram, Slack, WeChat, Twitter, or some other
platform we don’t use.
Are you folks finding something other than Facebook for your
customers to contact you with private messages? Maybe not a
public platform at all but some kind of chat feature on your
website? But chat needs 24x7 staffing and that means outsourcing
or a chatbot, not sure I want to do that. We do have a “contact
us” form on the mobile version of our website, and sometimes
people do use that, but that only works if they answer their phone
and/or check their email.
--
AF mailing list
AF@af.afmug.com <mailto:AF@af.afmug.com>
http://af.afmug.com/mailman/listinfo/af_af.afmug.com
--
AF mailing list
AF@af.afmug.com
http://af.afmug.com/mailman/listinfo/af_af.afmug.com
