Some time ago we introduced the facility to send customers text messages with ticket updates. This has been received very well by customers, and helps us to communicate much more effectively with customers who are having connection issues and such like. Today sees the introduction of the second phase of our SMS project, which enables customers to reply by text to our responses, and have these responses added to the current open ticket. This will obviously mean less inconvenience for customers, as they won't have to get to a 'phone or alternate internet connection in order to respond. We are offering this facility for any ticket raised via the Help Assistant, on an opt-in basis. Please add any feedback to this blog, or head over to our Community forums and let us know what you think. Regards Mand.
SMS changes