Create an SMS short code process for each issue using drag and drop. Issues in this case are represented by the keywords OUTAGE, TREE, POLE and LIGHT. You can send a different response message to each customer based on their SMS response.
A customer texts a specific keyword, such as POLE, to a short code. 550055 is the short code for the U.S. 770077 is the short code for Canada.
A thank you message is sent back to the customer letting them know that their issue has been registered and providing them with an estimated response time. The message that the customer receives in response depends on what keyword they text in.
The issue is registered in the system based on the keyword. A notification is sent to the customer service team so they may contact the customer if more information is needed.
If more information is required about the issue, the customer service representative calls the customer. They may then notify a technician about the issue. The SMS process simplifies reporting and reduces phone wait times.
