We're making changes to how we handle customer communications.
The Challenge
Previously, customers received SMS notifications from a third-party provider's number that wasn't tied to a physical phone. Our incoming SMS volume—sometimes exceeding one thousand daily messages—became unmanageable.
Our Solution
Starting February 6, 2017, we implemented a ticket-based system where incoming SMS automatically generate replies directing customers to email instead.
All correspondence will be handled via email, where we can provide a more satisfactory reply, not limited to 160 characters.
Why Email?
While we acknowledge some customers prefer SMS contact, email allows us to:
- Provide detailed responses
- Track and manage inquiries better
- Ensure no messages are lost
We will reply to all inquiries in a timely fashion through email.
Questions? Contact us at support@maideasy.my.