Display the cost of SMS before sending SMS / fallback
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Sarah Brett
99% of complaints and compensation requests that come in for the marketing section is related to "not realising the cost of the campaign before sending" im sure Grow will agree. It would be very very helpful to display the cost of the campaign before the client hits send, as a lot of the time they dont calculate the number of sms by the sms rate themselves
aisling.scolard
open
aisling.scolard
under review
aisling.scolard
Going to do a bit of investigation on this one to see if it's possible. Will let you know what I find :)
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Sarah Brett
aisling.scolard: Woohoo :)
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Deniz Brenscheidt
I totally agree with you Sarah Brett
Customers are often not aware of the costs which come up after having sent SMS to their customers. This causes a huge backlog in support and for the supporters its often quite difficult to explain this when no campaign is seen on their Phorest.
Especially when there is no ROI and the campaign was a "fail". Salons often dont agree with the costs.
aisling.scolard
Problem:
Salon's don't realise how much an sms campaign is going to cost them on their monthly bill, and when that large bill arrives it gives no context on what money they've made from the campaign, so they feel they shouldn't have to pay it
Impact on the customer - how are they solving it today?
They ask for compensation and we give it.
Impact on the customer - why is this painful?
They feel they've been hoodwinked into spending money that they don't see as having a good ROI
Impact on the customer - how often do they have to do this?
Sarah Brett what would you say here? Does it typically happen once or do the same customers do this over and over again?
What impact might it have on Phorest - how many customers are likely to have this problem? Just one? Only a particular type of customer?
We currently refund clients.....Sarah Brett could you give me figures on how much we refund monthly/yearly across the regions?
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Sarah Brett
aisling.scolard: Sorry for the delay on this Aisling, so typically I would see clients try to request a refund once or max, twice. However Grow might have a better idea on this as normally they field those calls before they get to me. We are very strict on, this is a one time thing, and get them trained on the SMS by their BA or PA.
Would not happen to every customer, I would say 1 in 10 cases if even, although those figures arent exact. When it does, it is almost always a staff member of the salon who isn't aware that SMS are priced, so having the cost displayed will definitely stop them from doing something they don't realize is charged.
In the last 12 months (Feb 20 - 21) we have raised €/£/$40,010 in credit notes to comp off SMS (not local currency) these are not all because clients dont realize, some can be because of goodwill or errors by Phorest staff.
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Christina Morgan
Sarah Brett: This can also help us better upsell Phorest Chat.