SMS text messaging
Martin avatar
Written by Martin
Updated over a week ago

Overview

More customers world-wide prefer text messages. SMS text messages have a 98% read rate and a 45% response rate. On average, the response time for a text message is 90 seconds!
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Tudodesk leverages the benefits of TWO-WAY SMS messaging in the same Inbox as your email. Send messages directly to customers' phones and log responses and chat threads directly on repair and job tickets, so your team is always up to date with your customers.


The Advantages of SMS

  • Enhanced Customer Engagement: Engage in two-way conversations with your customers seamlessly.

  • Automated Alerts: Notify customers automatically when jobs are scheduled, postponed, or ready for pickup.

  • Unified Communication Hub: Consolidate all communications in a single platform, ensuring your team stays informed and aligned during customer interactions.


How to set-up SMS

The first step is to contact support and request a mobile number. We will issue a clean mobile id and connect it to your Tudodesk account. Any messages to your number will be automatically routed to your customers, jobs, and repairs at the ticket level. Any new message senders will create a new ticket as a "lead" so you can respond as an inquiry.

Once activated your mobile Id will be displayed in the top menu bar.

SMS and MMS support

As of October 2020, Tudodesk will support SMS and MMS (Multi-media messages), so your customers can send photos and texts. Images will be uploaded and attached to your customer's job, repair, or ticket in the same way we handle email attachments.


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SMS notifications, Inbox

If you receive an SMS message, you are notified in the same way as when you receive an email via the top menu bar's message center. You can view all new SMS and Email messages in the Inbox accessed from the message icon in the side menu bar.


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Sending manual SMS messages

If a customer has a valid mobile number, you can send them an SMS message in the same way you send email messages. Locate the message window on the relevant job, repair or ticket, enter your message, click the drop-down arrow next to send, select the SMS option.

Sending automated notifications and updates

Tudodesk comes with a built-in, fully integrated email, SMS and message automation engine. This powerful feature can save your team a lot of time, automate tasks at scale, and help you deliver a superior customer service experience for your customers and clients. Check out the article below to get started:

Tracking message reads

When you send an SMS, we track the delivery and opens in real-time with green checkmark indicators, in the bottom right of the message thread.

See also:

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