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Here’s How to Introduce Your Customer Service Team to SimpleTexting

It takes a village to support your customersㅡor at least your entire team. Learn how to ramp up your customer support by introducing your team to SimpleTexting the right way.

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Effective teamwork is the most underrated driver of success in customer support teams.

Because if your team is working together, all other initiatives are easier (new support channels, upselling or cross selling campaigns, new technology – you name it).

Even on a more micro level, the way your team supports each other through absences, product issues, and seasonal spikes will determine how great your customer service is.

So, doing what you can to foster and encourage teamwork is key. It’s why we built SimpleTexting to make collaborating a breeze. When it’s easy to work together, you have more time to focus on what’s important—your customers.

This three-step onboarding plan will help you introduce your team to SimpleTexting, encourage collaboration, and ensure your SMS customer service is a success.

The Three-Step Onboarding Plan for Your Team

You know collaborating with your team is a good idea. All that’s left is to get started.

1. Invite Your Team Members

We recommend you start out by introducing your team to the benefits of SMS before bringing them onto your account.

The biggest perks of texting include:

  • High open and response rates, with 98% of your messages seen and answered
  • Fast interactionsㅡ60% of people reply to texts within 1-2 minutes
  • Serious demand (54% of consumers want businesses to text them)

Those benefits, plus user-friendliness and affordability, make SMS a winning communication channel. Once your team is convinced of the upsides of SMS, what about the logistics of adding team members to your SimpleTexting account? 

Inviting and adding team members takes just two easy steps so you can get everybody on board without hassle or confusion.

Once you’ve logged into your SimpleTexting account, click on Settings on the left side, then Team.

From there, select the Invite team member button. You’ll input their email, select their role, and then choose what phone numbers they have access to. You can also choose what contact lists they have and even include a custom message with the invite. 

2. Assign Team Members to Lists and Numbers

After you add your team members, it’s time to get them all organized. You can customize your team members however you like. 

Each business has different needs, and you’ll want to arrange your numbers, contact lists, and the team members assigned to them accordingly.

That might mean:

  • Giving each team member their own phone number
  • Assigning each department or function of your business a number (this is a good way to keep things like sales and customer support separate)
  • Placing team members over contact lists related to their job. For example, if you are a gym, and have personal trainers that focus on weight loss, assign them to customers interested in losing weight.

3. Show Them How to Manage the Inbox

Although there’s a short learning curve with SimpleTexting, your team members will still need some guidance as they get started.

This video will walk you through the basics of using your inbox. Feel free to share this with your team members to make learning the ropes easier.

Once your team members are all on the account and actively messaging customers, you can view individual conversations throughout your account.

You can also keep an eye on how your messages are performing. Knowing how many people open your messages, who responds, and how often is key to improving future campaigns. 

And, of course, you’ll want to know how your team members are doing as they chat with customers.

Great Customer Support Is a Team Effort

With our Team Members feature, you can keep your team members organized properly and handle all your communications in one easy hub.

Ready to try it out? Give SimpleTexting a test drive with full access to our features for 14 days, totally free.

Lily Norton
Lily Norton

Lily Norton is a copywriter at SimpleTexting. She is focused on helping you connect and communicate with your audience with more ease and efficiency than ever through text messaging.

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