DocuCopies.com's Text-Alert Notification System Turns 1 Year Old

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The color copying and digital printing company reflects on the importance of balancing urgent communications with customer privacy.

DocuCopies now offers text alerts to avoid print job delays.Text alerts are an important tool to avoid printing delays.

Text alerts are an important tool to avoid printing delays.

All it takes is one spammy text or sales pitch to lose that customer's trust and possibly their account, so this is strictly for one purpose. We want to help them, not annoy them.

This July marks one year since the online color printing company DocuCopies.com launched their text-message alert system, an opt-in feature which lets customers know by text about any delays or problems with their digital printing orders.

In-house programmers built this feature in as an added method to keep orders from going on hold. And even though the team thinks everyone should do it, they've repeatedly decided to keep it strictly opt-in only; no one receives texts by default.

"Given the ubiquity of cell phones and texts, this is quickest way to alert someone if there's a problem with their order or give them updates if they want to track the progress," says Jeff Corbo, the company's vice president and director of marketing. "But some people feel it's too invasive and we respect that."

Whenever a job goes on hold, an email is automatically sent to all emails on the account. But between spam filters, inbox overload and Gmail's vexing "Promotions" tab, not all messages make it where they're intended. Customer service representatives do attempt to reach time-sensitive customers by phone, but nothing matches the automation and immediacy of automated texts.

"Receiving a customer's permission to text them is a delicate privilege," Corbo says. "All it takes is one spammy text or sales pitch to lose that customer's trust and possibly their account, so this is strictly for one purpose. We want to help them, not annoy them."

For more information on DocuCopies.com and their digital color printing and book binding services, visit them online at http://www.DocuCopies.com or call (877) 222-4842.

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Lynn Klatt
DocuCopies.com
+1 (877) 222-4842
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Docucopies.com
since: 05/2010
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