Change the Non Yes or No Automated Opt-In Response | Voters

Change the Non Yes or No Automated Opt-In Response

gathering votes

Dan Sayer

If a customer replies to the Opt In text with something other than Yes or No, is the "Please respond with only YES or NO." our only option to send them after? Can it be worded softer? Like "Sorry, this system will not allow text conversation without a response of either YES or NO. Please reply YES or NO."

Joe Ryu

This is one of my biggest peeves. Plenty of customers engage in normal conversation with the assumption that they agree to responses via text with a genuine reply, but the system only looks for a YES or NO. Even when they respond "Sure text is fine", its sends them that YES or NO prompt again.

Danny Cox

Yes can we PLEASE change this! Most people just say no because they have no idea what it's for

CJ Nidelkoff

This response makes us look like idiots. If a customer texts we should be able to text back - or at the very least say. "Thank you for texting 'dealership name'. To communicate via text please reply yes."

Brendon Woodward

Customer replied "Hi! Yes, texts is fine, Thanks.

Hi, please respond with a YES or NO

Tristan Bevly

Agreed! i had a customer ask "what is CDJR" and the auto response was "hi please respond with yes or no"

Kevin Jeffries

Agreed! Get er done team DC!

Jenni, Acquisitions Director

THIS!!!!

Drew Adler

Merged in a post:

change the opt in YES OR NO to something less abrasive. "sorry, our system requires a yes or no only to open a text thread" Current message comes across as rude and they think it is the associate saying it

Nate Benz

change the plea

Drew Adler

Merged in a post:

Opt-in text automatic response

Kendra Ali

There should be an alternate text that the system sends when a customer says something other than "yes" when they respond to the opt-in text. I have had plenty of customers who text back with long messages about what they are needing, and the text they get from us after that is "Please respond with only a YES or NO." Most customers I have had then text back with NO. This automatic response honestly just sounds rude. If I were a customer I wouldn't opt-in to that either.

Shelby Parker

Hello Kendra Ali! I have a few more questions for you:

What alternative message would you suggest for customers who respond with something other than 'yes'?
How often do customers respond with messages other than 'yes' or 'no'?
What impact do you think a more personalized response would have on customer engagement?

Kendra Ali

Shelby Parker

It would be nice if the system would opt people in as long as they don't say "no" or "stop." If that is not an option and another text needs to be sent, I think it would be good for it to sound more friendly. Maybe something like "We received your response, however, we are unable to communicate with you via text until you reply back with a Yes or No."
It happens frequently. I often have to send an email or call the customers to tell them to reply back with just a "yes"
I think it would make a large impact, because these are people who technically engaged, but we can't respond to them.

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