What are people using for transactional SMS support messages? We allow customers to check out with a phone number or email. Shopify sends them SMS order confirmations, but doesn’t provide any way to contact them for follow up on orders.
All of the SMS apps in the app store seem to revolve around bulk SMS marketing. We don’t want to send bulk messages, simply handle 1:1 support concerns like address validation, duplicate orders, combinations of items that don’t make sense. It would also be nice to have the ability to receive images from customers (photos of damaged/defective products) to expedite returns.
What are folks using for this? We have Klaviyo which has a 1:1 conversations feature, but it has 2 very limiting requirements:
-
Individuals must text us first. 90% of these would be address validation questions before shipping where the customer hasn’t contacted us
-
Can only reply when customers are SMS subscribers. We don’t do SMS marketing. Transactional support messages shouldn’t require this, though we understand Klaviyo needing to protect their shared services from blacklists.