Three-way messaging enables your customers to respond, in real-time, to SMS (text message) alerts sent to their phone or mobile device and have a three-way message exchange with the dispatcher and mobile worker. Workers and dispatchers can see and engage with the message exchange in the vWork app.
Three-way messaging is an optional feature that enhances the standard SMS Customer Alerts feature. If you want to find out more about Three-way Messaging or add this to your vWork account, please email firstname.lastname@example.org. A member of the vWork team will be in touch to discuss your requirements.
Why should I use Three-way Messaging?
Three-way Messaging makes for a better customer experience. It keeps customers, dispatchers, and mobile workers fully informed and in touch with each other in real-time.
Everyone sees the full message thread:
- Customers can be confident that their SMS text messages are seen by both the mobile worker and dispatcher.
- Mobile workers can respond to customer and dispatcher queries directly from their phones in the vWork app.
- Dispatchers can chat with customers and mobile workers directly from the job in the web app.
Three-way messaging improves communication and ensures the mobile worker and dispatcher can make quick decisions about jobs and a worker’s schedule. Everyone can work with customers to manage their expectations when a planned delivery has changed. This saves time and cost and reduces frustrations helping you to manage your customer’s expectations.
To learn more about setting up your vWork account for Three-way Messaging please see the article: How do I set up Three-way Messaging?