April 13, 2009
When new cases come in we have many ways of having our support team notified so we can provide speedy assistance to our customers. We get an email Twitter sends us direct messages Our campfire (chat) gets notified Recently we needed a better way to notify on-call support agents of new cases. Our existing notification mechanisms work great during office hours but at night a spam email getting past my filters better not wake me up at 2am just because it might be a new support case. We needed something better. The simplest thing we could think of was to have our CRM make a phone call. Phone calls are cross platform. No special smart phone client application beats a phone call. Better yet spammers don’t place calls at 2am pitching “Enlargement”. At night I can…
Can your CRM place a phone call?
April 13, 2009
When new cases come in we have many ways of having our support team notified so we can provide speedy assistance to our customers. We get an email Twitter sends us direct messages Our campfire (chat) gets notified Recently we needed a better way to notify on-call support agents of new cases. Our existing notification mechanisms work great during office hours but at night a spam email getting past my filters better not wake me up at 2am just because it might be a new support case. We needed something better. The simplest thing we could think of was to have our CRM make a phone call. Phone calls are cross platform. No special smart phone client application beats a phone call. Better yet spammers don’t place calls at 2am pitching “Enlargement”. At night I can…