Voicemail Drops. I think it would useful to be able to leave voicemail messages for a business without ringing their phone. It would help bypass gate keepers if the business owner listens to the messages.
Since we want to bill our clients for leads, it makes sense to exclude calls from the same phone number in the auto-invoicing feature. The ability to customize the length of the exclusion would make it better, since it's most likely a new job for the client after 30 days or so. The best implementation might be to add it to the tracking/reporting parameters (such as longer than 30 seconds, etc.), which can then be integrated to the auto-invoicing feature.
Allow customers to text in for chat (not to join list) so that we can respond to answer questions. Chat log should be maintained and counted for billing in dashboard. Chats could be responded to via Dashboard, iOS/Android App, and Chrome Extension. ---- Currently, I work with Auto Dealers. In that niche there is a chat product by a company called Contact At Once. It started is a traditional chat messenger (computer to computer) but now they have crossed over to mobile using long codes (which of course are regular telephone numbers). Now they allow the number to be called for tracking purposes (which ACT already does) OR the customer can text the number which starts a two-way communication between the internet sales department and the customer. The sales rep can respond from their computer (via a popup screen and little piece of web software or extension thats preloaded) OR their phone. Contact at Once has a few advantages for dealership:
1.) The initial chat request pops up on all the sales reps computers at once but when a particular rep responds the others are more or less locked out (so the customer gets answers from 1 person and 1 reps gets credit). 2.) The chat window has some canned 1 click responses. In fact, the first response is automated and can be customized (It says something like: "Thank you for your inquiry. Please hold for our response.")
3.) If the chat stops and the customer sends a chat back (even days later) the complete chat log re-appears so the sales rep can be reminded of what they previously discussed (similar to the way normal texting works on a cellphone).
4.)The chat window has a place to enter the customers name and the entire chat log is in ADF XML format so that it can automatically populate the Dealers CRM
5.) An extension of their ability would be to take an inventory feed from a dealer so they can display that inventory on a mobile landing page and assign each vehicle a keyword (usually 2-3 letters and last 4-5 of the VIN ie. ACT1234) so that when the customer sends they keyword in they get a bit.ly link to see more about the car (pictures and description from the feed) AND initiate a chat with dealership.
Of course all of these things aren't necessary but If ACT offered 2-way chat it would be EXTREMELY USEFUL outside of Dealer World. For instance you could put Call or Text to XXX-XXX-XXXX on a Craigslist page and a chat would start as opposed to adding a person to a list or putting their number into a queue.
You could possibly handle the computer component by creating or augmenting your chrome extension. On the mobile device the chat could come up in the iPhone or Android device so that we could respond (if forwarding texts back and forth between our cell number is not possible). Of course, we would need notifications enabled for the App to let us know we got a message and the number of messages we missed similar to the google voice app.
Adding text chat would definitely give ACT a unique advantage since only a small handful of companies offer this and NONE that I know of are meant for small or single operator businesses.