Genius Reaching out to customers and Appointment confirmations
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J
Jennifer Dias
It would be great to have either a programming change made to Genius when reaching out to customers. Currently Genius doesn't pay attention to the phone number provided on a new lead that comes into the system or the most recent number used on file when reaching out to a customer. The Genius currently reaches out to the first number added to the customer (from what I have had told to me) instead of the most recent number. When Genius is reaching out to opt in customers I am finding the work number is being used and not the one submitted with the lead. This is a similar problem with Genius now confirming appointments via text. Instead of recognizing a specific number is being used to communicate back and forth, it is sending a confirmation to a different number. Can we get a way to manually select preferred numbers and email addresses? There are other systems that allow you to do this so that the default can be adjusted as needed.
Autopilot
Merged in a post:
Genius Initial Response
K
Kate Gallagher
Genius should text the phone number the customer inquired with not the phone number first on the customer card.
Jonathan Schultz
updated the status to
gathering votes
Shelby Parker
Hiya Kate Gallagher, thanks for this post! I have a few more questions for you:
- Can you provide more context on how often this issue occurs? Is it with every customer or only certain ones?
- Could you clarify if the phone number the customer inquired with is always different from the first phone number on the customer card?
- Would you prefer an option to manually select which phone number Genius should text, or should it always be the one the customer inquired with?
N
Natalie S
Agreed! This is a issue that slows down genuine engagement! When the opt in goes to the work number it’s bad optics!