SMS-MARKETING5 MIN READ
Plan for replies before you send
Coordinate SMS reply handling with CX using EAST so customers get fast, clear next steps.
Rina RI CX manager E Easy A Attractive T Timely Reply surge 30 sec CX standup The last SMS produced 340 replies and CX had no macros ready. The next drop is tomorrow. EAST turns reply planning into a customer behavior design problem. 340 replies last drop 4h average reply time
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