Contact Center Solutions Featured Article

Clickatell, Dontgo Team Up for Customer (Dis)Satisfaction Feedback

January 21, 2008

Clickatell, which sells mobile messaging and Dontgo, an online consumer advocate service, have announced the launch of a mobile customer service notification system.


Using Clickatell's global mobile messaging services, Dontgo lets users send text messages directly from their cell phones at the time of service. This lets customers report bad service using their cell phone instantly.

Dontgo CEO Moshe Sohaba got the inspiration after a bad holiday experience involving his family, an hour's wait for the wrong breakfast and an unsympathetic salesperson.

Research cited by Clickatell officials says few customers complain to businesses directly about bad service, they just stop buying from the company and grouse about its lousy service to friends, family and coworkers. Along with Dontgo, friends, families and coworkers, Clickatell hopes customers will find satisfaction in witching directly to the company instead, sending them a SMS on the spot.

Using the system today, customers send the keyword, "dont" to a specific SMS short code "34040", followed by the name of the company and their comment. Dontgo then sends the information via e-mail to subscribers. Non-subscribers are called and provided with alerts at no cost on the first occasion.

This past spring international broadcast news network CNN chose Clickatell to handle the promotional version of its "Breaking News Alert" SMS service to mobile phone users around the world.

The service allows users to receive a headline alert as text message to their mobile phone as soon as a major international news story breaks. Clickatell's messaging aggregation and delivery product lets users of the CNN service receive news information via SMS and then link through to CNN's mobile news site, www.CNNmobile.com, via their handsets, for the full story.

Clickatell uses a carrier-grade global messaging infrastructure delivering alerts to approximately 600 mobile networks in 200 countries for the service.

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David Sims is a contributing editor for ContactCenterSolutions. To see more of his articles, please visit his columnist page.

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