Ability to type in a phone number as a Broadcast recipient without adding as a contact first
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Joe Cahill
The broadcast feature has been alright, but having the ability for Advisors that don't have management access to send out "broadcasts" to a small group of people such as Parts Counter employees letting the 15 customers that had a special order part arrive by manually typing the phone numbers into a pre-made text "templet" and hitting send then letting expert connect open the individual tickets with each customer if they respond instead of manually opening 15 tickets and typing in the same message over and over.
As it is right now each customer has to have a customer profile in Expert Connect already in order to send any "Broadcasts" out. Manually entering customers names and phone numbers into Expert Connect before sending out the Broadcast is deterring our parts counter people from wanting to use texting to notify customers.
Maybe this already exists and I haven't found it.
This would be great for delivery drivers:
"Good Morning, we are scheduled to pick up your piece of equipment today. Please confirm your machine is set out and ready to be picked up.
Thanks"
"Thanks for your business, we have delivered your machine back to you today. Feel free to reach out via this text if you have any concerns, or questions."
Parts Counter People:
"Hello, we are reaching out to let you know that the Special Order Part you have ordered has been received and is ready for you to pick up."
Service Road Work:
"Good Morning, we are scheduled to work on your piece of equipment today. Please confirm your machine is set out and ready to be worked on. If you have any changes or requests please respond to this text. Thanks"
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Josie Burgett
Joe Cahill Perhaps I am misunderstanding the request, but you can save a Broadcast as a draft. Could you save all these messages as draft Broadcasts to have them ready to send out in the future to a group of customers? Or are you more looking for the ability to have template/canned messages within a ticket?
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Joe Cahill
Josie Burgett, Yes I am aware we are able to save broadcasts, but lets just say you have 25 customers that have special order parts that have come into the store and you want to let them all know that their parts have arrived.
All you have from them is their phone number / name.
Assuming their name is already in Expert Connect I know that I (as a manager) could just go into the saved broadcast and search for / choose the customers name that is already saved and then send a broadcast.
Lets say that the customer is not already saved in Expert Connect as a contact... You then must go and create a customer profile in Expert Connect manually for each customer, and then go into broadcast to choose said customer and insert into a broadcast.
Again, only Managers have the ability to send out broadcasts. I don't want to have to make every one of my front line employees managers in order to send out a group text message.
I'm happy to jump on a call with someone who might have time to watch what I am trying to convey.
Thanks! Much appreciate the Expert Connect Team and the proactive help you have all had with rolling this out.
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Josie Burgett
Joe Cahill That makes more sense. Thanks for clarifying!
It sounds like you have two requests:
- Ability to simply type in a phone number when selecting recipients on the Broadcast page.
- Allow Advisors to send Broadcasts.
Is that correct? For #2, we have a broader effort around more customizable roles and permissions which will include Broadcast access.
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Joe Cahill
Josie Burgett, Yes that's basically it. I know you all were working on roles and permissions and I thought that might be part of it. (hopefully that update is soon :) ) But the bigger ask is that you could be able to just type in phone numbers when creating a broadcast.
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Josie Burgett
Joe Cahill: Thanks for clarifying! I have updated the name of this feature request so that our product managers can understand it better when reviewing the board. Appreciate your feedback.
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Anna Hawkins
Awesome ....great time saver, we need that!