Submitted by Frank Temonia, Owner of Alternative Answering
Helpful Hint: Alternative way to handle inbound replies via email or text messaging
While we are waiting on Version 5.2, we found a work around. Alternative Answering set up a “reply to” email address at an operator station designated as the lead operator. The lead operator, usually an experienced employee, receives the email, verifies the responder and takes action.
A secondary step involves a database that Frank built compiled of the cell phone numbers to where they send text pages. Operators can look up the account and page number that the message was sent from by having the cell phone number.
How we make money using this feature:
Because we can receive a text or email message we charge the same as a call or call time, allowing us to generate revenue while using less operator time. A text message is faster than conversing with the customer directly.