text/SMS channel needs to be standardized
Currently, we are not able to send SMS message to a customer directly as we send emails or make phone calls. Instead, to send SMS we need to create a trigger that will fire SMS when we create a dead end communication just to pull the trigger. If customer profile happens to have 2 or more phone numbers the trigger will fire SMS via the first phone number saved in the profile and if it is not mobile -- good luck SMS will fail. To send SMS to the second saved number presumably mobile the first number needs to be deleted and re-saved as non-first, etc...
Sending SMS feels more like a hack than a feature. But if we receive SMS from a customer we are able to respond to it in the same "normal" format we respond to emails/FB/TW messages -- that is good!
I think sending proactive SMS should be normalized and made similar to sending emails or making phone calls, right click on the handler (phone number, email address) and chose the action to take email/call/SMS etc.
Any chances to have simplified/normalized text/SMS channel in the near future?
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Any update on this? Zendesk advertises being an omnichannel support solution. I really need to be able to create tickets via SMS and to be able to respond to calls and email via SMS. I currently copy the phone number from ticket and reply using SMS using Vonage app on phone and/or browser-based app. Therefore it is no longer "omnichannel".
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I totally agree. When we miss a call and a user leaves a message, this creates a ticket. Would love to be able to reply via SMS using the same number without having to create a new ticket or by using a trigger.
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Thanks for the feedback, Jason.
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SMS is requiring the customer lists add-on, which is lacking to say the least, to be of any use at all. This needs iteration if "Text" is going to be considered a feature-benefit.
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