4 Steps to Implement Text Request Successfully at Your Business
You’ve signed up for Text Request, and you know how you want to use it. Now what?
How can you make sure that you, your team, and your whole business get the most out of Text Request?
It all comes down to implementation. Here are 4 steps to help you implement Text Request successfully at your business!
1. Get everyone on the same page.
Everyone in your business should know that you have Text Request, and what you plan to use it for. That means people who will be using the service, and people who won’t, should all be in the know.
It’s particularly important that those who will be actively using Text Request know what they're supposed to do with it. Here are a couple of mini steps to make that easier.
Add users to your account.
A big part of getting everyone on the same page is setting employees up as users on your account. All of these users also need to know why they’re being set up on Text Request.
Are they supposed to use it to communicate with employees? To leave messages with prospects who don’t answer calls instead of leaving voicemails? To send out reminders and notifications?
If users don't know why they're being set up, they won't be able to use Text Request effectively. You'll also want to make sure non-users know what it's being used for, because these communications could indirectly affect them.
Keep in mind that adding multiple users to your account in entirely free, and that Text Request offers unlimited support for any user who might want it.
Add text lines to your account.
You can add as many text lines as you want. Just make sure your users know 3 things:
- Why you have multiple lines
- Who’s responsible for which line, and
- What their duties are on that line
After you've created a new text line, you can add each applicable user to that line.
Ensuring everyone on your team knows who's doing what, why, and on which text lines is a simple but crucial step to implement Text Request successfully at your business.
2. Create consistency.
It's best to create protocols that all users can follow to successfully use Text Request day-to-day. E.g. If X happens, a user should do Y. Here are a few examples.
If someone texts your business to start a conversation, then everyone needs to know who’s responsible for that conversation.
If someone asks for more information over the phone, then you reply [“Would you like us to text that to you?”]
If someone texts in asking about price, then [user] should reply with [This Message].
If someone asks for your contact info, then you include your text number.
If a customer texts in with a complaint, then you [follow steps X, Y, and Z].
If you need to confirm an appointment, then you send [This Message] [This Many Hours/Days] before the appointment.
If someone’s credit card gets declined, then you [text them to call you about it when they’re available].
Every business functions differently, but to implement Text Request successfully at your business, you'll want to create consistency.
3. Monitor your use, and make adjustments as you go.
With any plan, you do what you initially think will work best, and then you make adjustments as you learn more. That’s what you should do with Text Request, too.
For instance, you might start by leaving texts with customers instead of leaving voicemails, and find it’s just as effective to cut the call out entirely.
Or, maybe you start by trying to complete entire conversations through text, and learn that it’s more effective to start conversations with text and finish them on a call.
Whatever you do, you probably won’t know exactly which procedures work best immediately. To implement Text Request successfully at your business, it's important to monitor your processes, and make adjustments as you go.
4. Spread your wings.
Soon, you and your team will become experts in Text Request. This is a great opportunity to see where else you can implement Text Request. You’ve seen success in one area, why not try another?
If you’ve gotten comfortable texting for, say, appointment scheduling, maybe it’s time to look at including it in sales.
If you’ve gotten comfortable texting for customer service, maybe it’s time look into using it for lead generation or customer notifications. Texting is a very flexible tool.
After you’ve gotten comfortable with Text Request in one area of your business, pick another area to start improving.
Continue to follow these steps to implement Text Request successfully at your business, and there's no telling what you could do!