Technical Support & Training

 

Does iViP Mobile provide technical support?

     Yes - we are here to help if you have any questions about using the Messenger.

How can I reach iViP's technical support?

     Simply send a text to 949-246-5106 or contact Tech Support.

Do you provide training?

     Yes - there are 11 video tutorials covering all aspects of the Messenger available online & a User’s Guide.

Do you provide on-site training?

     Yes - we can show your entire Sales, Service or Admin team(s) how to text in a brief on-site meeting.

Can I learn to use the Messenger myself?

     Absolutely - the Messenger was created to spread virally - even throughout your company.

 

 

Messenger Specifics

 

What are the computer system requirements?

     Any PC or Mac with a Flash-enabled web browser like Safari, FireFox, iE or Chrome.

Do I need to be connected to the Internet?

     Yes - like all cloud-based services, the Messenger sends messages through the Internet.

How much bandwidth does it use?

     Very little - when it is sending / receiving texts, the data stream might reach ~7 Kbs at the most.

What language does it use?

     Currently English - and for extra clarity, most buttons have graphical icons which tell you what they do.

What character set is used to send my texts?

     Your messages are typed in & sent using the standard Windows cp1252 character set.

 

 

Texting Specifics

 

What if I try to text someone on their land-line or a mobile phone that can not receive texts?

     If you don’t get a response back with 5minutes or so, then you might try making a phone call instead.

Can I advertise a number for people to text me at while using your Service?

     Yes, but you must ask for this before account set-up.

What kind of mobile numbers can I text?

     The Messenger can send texts to any 10 digit mobile # - such as 987-654-3210.

Can I text mobile numbers with area codes in Mexico or Canada?

     Yes, but we will have to charge international rates: 35 cents / text.

What if my US-based customer travels outside the US?

     Your cost is the same since you are sending to a US area code.

Can I send texts to a short code?

     Yes - the Messenger can communicate with 3, 4, 5 and 6 digit short codes.

How long can my text messages be?

     A single text message can be from 1 to 459 characters long. The recipient may see it as 3 texts.

 

 

Updates & Storage

 

How do I get updates?

     When we release a new version of the Messenger, it will automatically download and replace the old one.

Should I take credit card orders via text using your Service?

     No! The Messenger should not be used to store any credit card info.

How long will my texts be available before they get archived?

     When your account exceeds 200,000 texts, the oldest 100,000 will be archived.

Are my text messages private?

     All users who share your Phonebook can see each other’s texts. Each department (Sales, Service, Shipping) may want their own                    separate Phonebook. A single Company can have multiple Phonebooks.

Can anyone else see my texts?

     Yes, your texting record can be downloaded from the database by any team Administrator.

How secure are your servers?

     They are located at a professional hosting facility with redundant Internet & Power, behind Firewalls.

Are my text messages secure?

     Our Messenger uses HTTPS, 128-bit SSL Encryption. The wireless component may be less secure.

 

 

OK, but is it Reliable?

 

The Messenger has received every text that we have sent to it, and we have received on our mobile phones every text that we have sent from it. Theoretically, some messages can be 'lost' in the overlapping carrier networks that move mobile communications, but in our experience, they have always faithfully made it to their destination. Of course, we can not offer a 100% guarantee - we can only report that in our experience messages have never been lost. If a message fails to make the first hand off to the carrier networks, you will be immediately notified ON SCREEN, and we will be immediately notified of the message failure. One further consideration regarding reliability: When attempting to send a message to a given 10 digit number, there is a small chance that SMS text messaging may not be enabled for that phone number. And mobile networks do not provide SMS delivery receipt confirmations. This means that if you do not hear back from your contact as expected, then you’ll have to find another way to reach them.

 

 

And How Usable Is It?

 

Very usable! The optimized layout and simple workflow will allow you to speed through your tasks faster than you ever could have before. It is robust, intuitive, and really fun to use. We are confident the Messenger will quickly become your favorite communication tool-of-choice. You'll never forget that first time when you are able to communicate an urgent message instantly and personally to tens or hundreds of people at once, just by clicking a few buttons. You will be amazed by how much power has now been placed at your fingertips! SMS Messaging has already proven itself to be the universal mobile platform for the masses. Younger generations depend on texting more than any other form of communication available to them. Our web app has been uniquely designed to give companies and their service teams immediate access to this global messaging market.

 

 

What's the Worst that Could Happen?

 

Every part of our Messaging Service is designed for maximum uptime. Even with all the redundant systems in place, there is always a small chance that some unforeseen circumstance could knock out our servers. Fortunately though, all inbound messages from your customers are still stored 'upstream' so that when our Service is restored, you will still receive all your messages. Because texts are usually answered quickly, if a customer doesn’t hear back from you as expected, it is likely they will simply fall back on the previous way of communicating with you, and give you a call on the phone instead.

 

 

Are More Texting Solutions Available?

 

Can I have a separate account just for internal use amongst my employees?

     Yes - we can set up multiple Teams & Phonebooks.

Can I integrate your Messenger with my own CRM database?

     Yes - both databases can share a 'data exchange' table.

There is this one feature I need your Messenger to do - can I make a request?

     Yes - tell us - and we’ll try to build it for you.

There is a business I would love to be able to text message, instead of always being put on hold - can I tell them about you?

     Yes - and also tell us - so we can contact them too :-)

Can I customize your Messenger to work with my existing software?

     Yes - our developers are standing by, ready for these requests.

 

If you can think of ways that Text Messaging could better solve problems in your workplace, please share your ideas - let us know - tell someone! We want to equip customer service representatives everywhere with the ability to speak the language of our day - which is Text. We believe this technology will revolutionize how companies deliver their customer service. Exponential growth in business-to-customer SMS Messaging is widely anticipated in the years ahead. You have a part to play in this! We will all benefit as more and more companies adopt this powerful (and fun!) communication tool.