Bad Contact Information - Errors & Solutions

Bad Contact Info Notifications

This feature in the Listen360 dashboard will alert you to any issues with contact information that we encounter while surveying your customers.

If there is an issue with an email address or a phone number, you will be alerted about the bad contact information in the top right corner of your dashboard, under the “Needs action” heading. 

Once you click “Resolve,” you will see a list of contacts that have an issue with some piece of contact information. Click on a contact, and the error will be indicated underneath the email or phone number. A list of errors and possible solutions is included below. 

Critical contacts have active surveys with missing info, preventing delivery. All includes inactive surveys as well, and active surveys missing optional info which could improve your response rate.

Listen360 is your system of reference, not the system of record for your customer data. No customer data changes should be made in Listen360 as these changes will be overwritten the next time your customer data integration runs.

All updates to your customer records must occur in your system of record, typically your CRM.

The Bad Contact Info reporting is provided as another checkpoint to help you keep your customer data clean in your CRM.

Bad Contact Info Errors & Solutions

There are a number of contact information errors that may prevent a survey from being completed. They include:  

Phone errors:

• Phone marked as "wrong number"
  • The customer has indicated that this is the wrong number, and it does not belong to the person we are trying to contact.
  • Or the phone number was a “bad number” (for instance, it was disconnected, it’s a fax line, incomplete, etc.).
  • Solution: Try to contact the customer in another way to verify their correct phone number. If you are able to get an updated phone number, add it to their contact info in your CRM.

Email errors:

• Email marked as invalid
  • The email address entered for the survey is not a real email address.
  • Solution: There may be a typo that needs to be corrected. Take a look at the email address to see if the name or domain has been misspelled. If you’re not sure, you can reach out to your customer to determine what their correct email address is.
• Email marked as bounced
  • Either the recipient email address does not exist or the recipient email server has blocked delivery of the email.
  • Solution: There may be a typo that needs to be corrected. Take a look at the email address to see if the name or domain has been misspelled. If you’re not sure, you can reach out to your customer to determine what their correct email address is.
• Email marked as soft bounce
  • There are many reasons why a soft bounce may occur:
    • There are many reasons why a soft bounce may occur:
    • The recipient’s inbox is full, or there is some other problem with their inbox.
    • There is an issue with the recipient’s email server.
    • The email message is too large.
    • The email domain name does not exist.
    • The email has been blocked (there are many reasons this could happen).
    • The email could not be delivered for some reason.
  • Solution: You may reach out to the customer to confirm their email address and to see if they have any settings in their inbox that might not be letting our email make it into their inbox.
• Email marked as spam
  • The recipient has marked the email as spam.
  • Solution: You can reach out to the customer to explain what the purpose of the survey is and that it is not spam. They would then need to either find the email and unmark it as spam, then complete the survey, or you or the customer could reach out to us to request that they receive the email survey again.
• Email unsubscribed
  • A customer has clicked the “Unsubscribe” option at the bottom of the survey email.
  • Solution: We will not continue to email the customer if they have unsubscribed from our emails. There are many laws and rules surrounding email communications and a consumer’s ability to unsubscribe and a company’s responsibility to honor this.

If you have any questions about any bad contact info notifications, please contact support@listen360.com