Offer SMS (Text) messaging for specific topics and issues - to alert customers of issues with the product or with their account and to let them know when an issue is resolved (e.g. credit card expiring, editorial rejection, paused ads, coupon depleted, etc.)
Hi @Aurea Astro, I have posted here: https://internalmicrosoftadvertising.uservoice.com/forums/363204-microsoft-advertising-internal-feature-suggestions/suggestions/38844478-sms-messaging.
Please note, I did not see a Sellers & Support option so I selected Unsure/Other as the category.
Providing customers with choice in how we communicate drives satisfaction. Making it easy and low effort drives loyalty.
Scott Clark commented
This was also proposed by the BCP team if and when we have to inform customers in mass we cannot followup with them on their scheduled appointments due to a sudden outage or emergency. Although rare - when it happens this would be a great option.
By communicating via SMS, we could confirm appointments, deliver a quick follow-up to support engagements, close the loop with an open discussion, send alerts or broad notifications, giving customers the option to take action or just receive the message.
Hilary Grandstrom commented
In an effort to provide customers options, this additional modality would open up the opportunity to connect with customers we currently struggle to engage because they don't have time to engage with emails or answer the phone. Convenience is key, and text is convenient for many!