I think it would be not a bad idea to increase the PM customer service side if maybe they can look into this kind of feature. an Auto response when someone sends a PM in. (Auto Reply based on Subject Line so its not sent every time they reply)
I think it would be benifitial to receive an auto message saying
"Thank you for your message and we are sorry you may be experiencing issues.
While you wait for a response from our team please note in your message you should have included the following to assist promptly in your issue.
Account # or Pin Phone Number Email address (what ever standard items are needed and possibly forgotten)
While you wait for us to respond,
Please note you can check some common problems here: (link)
(any other key facts that they find solve alot of peoples problems ie: resetting phone/pulling battery etc)
Thank you for choosing Public Mobile"
I think that this would be an effective addition as PM is only going to be getting larger. As they get larger they will be increasing Staffing but with all companies you will always run into Staffing being less then what is needed as you need to justify the costs of hiring another staff member. This also gives the customer re-assurance they will get a response.
Anyways Thank you for reading my 2 cents 🙂 Well technically 5 Cents as they got rid of our dang pennies.