Business Communication Handling Methods for Customer Feedback on Substandard SMS Performance

Step 1: Collect Business Information

• Accurately identify specific problem scenarios, distinguishing between issues such as OTP delay or timeout, marketing SMS interception, and abnormal delivery receipts, while simultaneously collecting corresponding message ID samples.


• Retrieve core data including delivery rate, receipt status, submission time, operator code, and routing information to provide sufficient support for precise technical troubleshooting.




Business Communication Strategies



• Continuously update the customer on troubleshooting progress and rectification plans throughout the entire process, ensuring full transparency of the handling workflow to effectively alleviate the customer’s anxiety and dissatisfaction.


• Accurately categorize the root causes into three types: channel issues, number issues, and compliance issues, and provide tailored optimization solutions with clear resolution timelines accordingly.




Long-Term Maintenance



• Conduct a full-process review after the issue is fully resolved, and provide customers with regular operation and maintenance optimization recommendations to prevent recurrence of similar issues.

Standardize rapid response to customer demands, efficiently resolve various SMS performance issues, and continuously enhance downstream customer trust and long-term partnership stickiness.