Sending SMS
(Short Message Service)
Embedded Files
OVERVIEW:
Use this document as a guide when sending SMS to your customer
Talkdesk > Conversations
WHEN TO SEND SMS?
During initial contact and you’re unable to speak with the customer over the phone
When doing follow ups with customers
When customer prefers SMS as their primary contact method
When sending short reminders or updates
Essentially, send SMS together with your email just to let the customer know that you’re trying to reach out to them.
HOW TO SEND SMS?
Go to Talkdesk
Click on Conversations
Click on New conversations, and select SMS
4. Select the appropriate ring group as the sender number
5. Type the customer’s phone number on the recipient and click on Start SMS.
6. Chat room will start and you may begin sending your message/s.
7. Once conversation is done, or your message has been sent, you may end the conversation by closing the ticket.
Click on End chat and complete the disposition
Select/Add customer’s details
Add child contact’s Hubspot link on the notes
Select applicable disposition from the drop-down list
REMINDERS:
Always make sure to close all open SMS by the end of your shift
No need to create a hubspot ticket when interacting via SMS
Make sure to make each message as short as possible
Do not forget to add your signature on initial messages
OTHER OPTIONS FOR SMS?
SEND TO INBOX
If you assigned a new SMS to yourself but it’s not your customer, and you’re unsure who the manager is, you may send the SMS back to the inbox so others may see it
CALL
If you need to call the customer
TRANSFER
When you need to assign the SMS to another manager
SUGGESTED TEMPLATE: FAILED INITIAL CONTACT (Routed to VM and NO response to email)
Hi (CUSTOMER), This is Andrea, one of the Client Success Managers here in Medify Air. Our team is in the process of contacting our VIP customers. Unfortunately, I am unable to get in touch with you; I have sent you an email, and left you a voicemail, but it seemed that you are currently preoccupied. I look forward to speaking with you to discuss our premium care program. Please let me know when is the best time to call, and a good number to reach you. Thank you!
Andrea,
Medify Air Senior Client Success Manager
andrea@medifyair.com
SUGGESTED TEMPLATE: FOLLOW UPS & REMINDERS, & CUSTOMER IS NOT RESPONDING TO EMAIL
SAMPLE 1:
Hello (CUSTOMER). I would just like to follow up with the quote that I sent you, as I wanted to make sure that it was well received. Please let me know if otherwise so I may resend. Don't forget to check your spam folder, or junk mail if you don't see it in your inbox. Thank you!
Girlie
Medify Air Client Success Manager
SAMPLE 2:
Hello (CUSTOMER), just a gentle reminder to send me your latest tax exempt so I may update your Filter Club account, and ensure that taxes will not be charged. Thank you!
Andrea,
Medify Air Senior Client Success Manager
andrea@medifyair.com
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