Incoming pictures from customers should not count in 1 to 1 messaging fumbles.
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Heather Williams
We recently worked with a customer that was sending pictures of his trade. The text were showing that they were not sending on his end. When they finally came through, they came in seperately and not grouped together in 1 message. They kept coming through over and over again. 84 times to be exact. Obviously we can't respond to every single message. This took our response fumble from 0% to 11% when there was never a fumble. This needs to fixed by the pictures grouping together in 1 text, or the system recognizing the same message being sent multiple times, or have different rules for multimedia texts as customer usually send more than 1 picture.
Shelby Parker
Hiya Heather Williams, thanks for this post! I have a few more questions for you:
- Can you provide more details on how often this issue occurs with multimedia messages?
- Are there specific types of multimedia files that cause more issues than others?
- How does this issue impact your overall workflow and customer interaction?
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Heather Williams
Shelby Parker On the customers end, the message was showing undeliverable, so he tried over and over and the pictures came in 1 at a time 84 times. Every customer that sends us pictures come over as separate messages, so instead of replying got them when they are done, DC wants 1 to 1 messages and that is overkill in these situations.