How To Deal With Customers Upset About Receiving Texts - Texn Rewards How To Deal With Customers Upset About Receiving Texts - Texn Rewards
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Post Date: September 23, 2020

How To Deal With Customers Upset About Receiving Texts

How To Deal With Customers Upset About Receiving Texts

BY PARKER MITCHELL

Photo credit Cari McGee.

Customers sometimes get upset about receiving texts from your company and will either text in to let you know about it or tell you about it when they are in your store.  Regardless of the reason for them not wanting to receive texts, the solution is the same for dealing with this problem.  Here is what you can do:

#1: Remind your customers to text “STOP” back to the five digit number we sent the message on.

This will opt them out of receiving messages from your company and they will immediately receive a message letting them know that they are opted out.  Sometimes, customers forget how to opt out even though we tell them how to do so when they opt in.  Therefore, it is not a bad idea to remind your customers every so often in your texts blasts by adding “Reply STOP to opt out” at the end of your message.

#2: Check your received log intermittently and remove customers who wish to be removed.

Sometimes, customers text in something like “Remove me” or something implying they want to be removed.  However, they do not say “STOP” which is what they need to say in order to automatically be removed.  It is a good idea to manually check your received log so you catch these instances.  

2a. Go to Reports -> Received Log

2b. Find a message where someone wants to be removed and copy the phone number

2c. Go to Contacts -> View Contacts, Search by Mobile by pasting the phone number and delete the contact

2d. Search by Mobile by pasting the phone number into the box and press the magnifying glass

2e. Delete the contact

Once you delete the contact and search for their phone number by Mobile again, then you will see that the text is red with a line through it. This indicates that the contact is opted out. 

Parker Mitchell

Parker Mitchell

I am a dedicated account manager for Texn Rewards and am focused on continuous improvement of self-service marketing campaigns.

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