Automatic SMS Responses for Calls
TL;DR ✨
Time is a commodity before which the author and his colleagues are all equal. The many requests that keep coming in by phone are difficult to process. When driving or working out in the field, it is hard to write down or remember what was said on a call. One way out is to move most requests from the phone to a ticketing system. Here is how.
It is worth thinking carefully when creating an ecosystem and, from the outset, defining one phone number and one email address as the authorized contact for each customer. Put this mutual agreement in the contract and state in the terms and conditions that, if the details change, the customer must report the change within ten working days at the latest.
Time is a commodity before which the author and his colleagues are all equal. The many requests that keep coming in by phone are difficult to process. When driving or working out in the field, it is hard to write down or remember what was said on a call. One way out is to move most requests from the phone to a ticketing system. Here is how.
1. Pairing the Customer CRM with a Mobile Phone¶
It is worth thinking carefully when creating an ecosystem and, from the outset, defining one phone number and one email address as the authorized contact for each customer. Put this mutual agreement in the contract and state in the terms and conditions that, if the details change, the customer must report the change within ten working days at the latest.
Pair the customer database with a mobile phone. Group-Office, for example, provides this functionality using the Microsoft ActiveSync protocol. When someone calls, the phone immediately shows who it is. This is useful for prioritizing calls.
2. VoIP Redirect¶
The author asked a friend to configure a VoIP number on the PBX. Whenever anyone calls it, the call is disconnected and an SMS is then generated automatically along these lines:
CONNECTICA:We have registered your call.For faster processing of your request, leave us a message at http://ticket.connectica.cz or email info@connectica.cz
3. GSM Redirect¶
Use GSM codes to configure the mobile operator to redirect calls to the VoIP number after 12 seconds, or three rings. As an example, the author provides the T-Mobile GSM codes, because they are presented clearly.
Ta-da.
If anyone gets in touch by email, the procedure is clearly structured and described at this link. Anyone interested in the redirect service can contact the author at http://ticket.connectica.cz to discuss it further.