Text Message Support

[smc_]

Hello,

Just wanted to know how some of you feel offering text message support?

Since we re-opened it has been a very good feature to advertise.


Shaun
365 HOSTING

 

[[JSH]John]

That's an interesting feature. I haven't even thought about that since it would be similar to our Live Chat. Do you use a special service to do this or just give out your mobile number?

 

[wswd]

I honestly don't see how you could use that feature unless it's a one-man operation or something. I guess you could always receive the text on one phone and automatically forward it to everyone else's phone? I have no idea.

When we get a support ticket, for example, it gets re-routed depending on the service, datacenter location, etc. If it's a reboot/outage in Los Angeles, the techs there will get the ticket automatically and handle it. If it's a general query, it just goes to the general support folk.

I'm really sure how you would manage anything like that with text messaging, unless, as I mentioned you're just a one man operation handling all the support yourself.

 

[[JSH]John]

That's what I thought wswd, so started to think he must be using some service to forward texts to an app or email.

 

[Nullified]

I would not utilize SMS as an appropriate method of support. It could possibly be used for sales inquiries, however technical support is going to require a computer with internet access that has administration tools and access to administrative portals.

 

[1paket]

I think it's one more useful feature of providing quality services.

 

[Nullified]

I think it's one more useful feature of providing quality services.

A lesser quantity of greater quality solutions > A greater quantity of lesser quality solutions

 

[FHN-Eric]

We use google voice for text and phone support.

 

[Natcoweb]

I think phone support is the best way of supporting the clients.

 

[Christian_B]

That's an interesting feature. I haven't even thought about that since it would be similar to our Live Chat. Do you use a special service to do this or just give out your mobile number?

You can take a voip number and create a redirect that when you receive an SMS it create a ticket on your ticket system.

Though You will need to do some programming to archive that.