Opt-In Response Other Than "Yes" or "No" | Voters

Opt-In Response Other Than "Yes" or "No"

complete

Stefan Koeckeritz

Customers are saying Yes, but also write more after that. It does not allow me to respond. Can we get the system to identify this better?

Drew Adler

marked this post as

complete

Hello All,
Thank you again for the feedback! We now accept any opt-in response that begins with "YES" or "SÍ" plus free-form text as an approved opt-in so long as "no" and/or "stop" are not included in the customer's response.
We have also included the following "yes" and "si" variations based on provider and carrier feedback: Y, YEA, YEAH, YEP, SURE and S, SI, INICIAR, COMENZAR, ACTIVAR, ACEPTAR, DE ACUERDO. We will not be adding additional variations.
For example, "yes thanks" will be an accepted opt-in, but "thanks yes" will not. This allows us to stay within the carrier-level requirement for opt-in while also allowing for more flexibility to unique customer responses.
Thanks again!

Clay Garrett

Drew Adler I think there may be some unintended effects from this. A customer said "end of october" when asked when would be OK to follow up with them, and it opted them out because the first word was "end". Another customer sent "Yes no problem" to a completely different comment (not about opting in) and it sent them the opt in message. Seems like that shouldn't happen if they were already opted in.

Maybe this should only be done for opt-in, not opt out, and have some sort of catch to realize when they are already opted in?

Drew Adler

Clay Garrett Hey Clay - you're absolutely correct, we're getting that addressed. We hope to have the fix released within the month. I'm going to message you through Support so that I can attach the ticket there!

Drew Adler

Hey Clay Garrett - we just released a fix for this!

Drew Adler

marked this post as

planned

Hello All,
Thank you again for the feedback! We are planning to accept any opt-in response that begins with "yes" or "sí" plus free-form text as an approved opt-in so long as "no" and/or "stop" are not included in the customer's response.
For example, "yes thanks" will be an accepted opt-in, but "thanks yes" will not. This allows us to stay within the carrier-level requirement for opt-in while also allowing more flexibility to unique customer responses.

Drew Adler

marked this post as

under review

Hello All - thank you again for the feedback! We are reviewing accepting any opt-in response that begins with "yes" or "sí" plus free-form text as an approved opt-in so long as "no" and/or "stop" are not included in the customer's response.

Drew Adler

Merged in a post:

Accepting more than just yes or no to opt in.

Brendan O'Reilly

Here is yet another example of why YES should not be required. This customer OBVIOUSLY is okay with us texting them but we can't. I've created a few of these posts now and I don't know where they keep going but I'm going to keep posting them.

Drew Adler

Merged in a post:

If a customer says yes ANYWHERE in their reply we should be allowed to text them.

Brendan O'Reilly

Please use this customer as an example... we're not allowed to text her which is unfortunate.

Shelby Parker

Hey Brendan O'Reilly, thanks for your feedback! I have a few more questions for you:

Can you provide more context on how often this situation occurs where a customer says 'yes' in their reply but you're not allowed to text them?
Are there any specific scenarios or types of conversations where this issue is more prevalent?
Could you clarify what you mean by 'allowed to text'? Are there current restrictions or rules in place that prevent you from texting the customer?

Brendan O'Reilly

Shelby Parker
) it happens a few times per week in our BDC Department
) No, it can happen on any lead that we attempt to opt-in to text.
) I mean that the system will not let us text the customer, the only option we have is to send them ANOTHER opt in request. I have literally had customers think that its a BOT texting them because of the way the system handles it.

Jacob Coleman

Merged in a post:

FIX OPT IN TEXT

Anthony Mastrandrea

If the customer replies with an answer other than NO there is no reason that Elise should continuously say YES or NO, it is rude, it is not customer friendly, and has upset numerous of my own customers already

Shelby Parker

Hiya Anthony Mastrandrea, thanks for this post! I have a few more questions for you:

Can you provide a specific example of a customer response that triggered the 'YES or NO' reply from Elise?
What would be your preferred response from Elise when a customer replies with an answer other than 'NO'?
Can you share any specific feedback or comments you've received from your customers regarding this issue?

Brendan O'Reilly

Here's another example of a customer that CLEARLY wants to text us but the system won't clear the opt in. He replied YES SIR

Brendan O'Reilly

Here is a great example of why this opt in needs to be re-thought. If you feel that its a liability issue to allow us to respond back to a customer when they ask a question instead of answering yes, then let US take the liability if we decide to; it would have saved an uncomfortable exchange with this customer.

→