topic Re: Servicing customers via text messages in Tips, Tricks & Best Practices

Servicing customers via text messages

drafeedie — Thu, 19 Jan 2023 13:21:50 GMT

We'd like to offer customers the ability to text message us for routine customer service, but want this pulled into service tickets just as an email inquiry.

In addition, we'd love to incorporate some functionality into our VOIP / Phone service that will reply to a customer via text message if we miss their phone call. For example: "Sorry we missed your call, press 1 if you'd prefer to text with us to get a quicker response otherwise leave a voicemail and we'll call you back."

Any advice on this sort of functionality or vendors that integrate well to make this work? We currenlty use Aircall for VOIP (which is just okay), but does not support text messaging in a useful way.

Thanks in advance !

Re: Servicing customers via text messages

crispyGTM — Thu, 19 Jan 2023 17:44:23 GMT

@drafeedie I am a big fan of Kixie personally, it's a great all in one provider for both calling and texting and has the functionality mentioned above.

If this post helped to solve what you were looking for, please mark this as an accepted solution. Happy HubSpotting!

Re: Servicing customers via text messages

narua — Fri, 17 Jan 2025 07:41:12 GMT

Hi drafeedie ,

Servicing customers via text messages is a quick and convenient way to enhance customer support. Text messaging allows real-time communication, personalized updates, and efficient issue resolution. It's cost-effective and helps businesses build strong customer relationships by providing instant and accessible support.