Phone, SMS, Instagram, WhatsApp, forms. Don't lose inquiries from five places
One client calls, another writes on Instagram, a third on WhatsApp, a fourth fills in the form on your website and a fifth sends an SMS. Each of those messages lands in a different app. This article is about how to stop jumping between them and not lose anything.
Sławomir Kwaśny
Cold to Close
The problem isn't the number of channels
Clients write wherever it suits them, and you won't change that. The trouble starts when each channel lives a life of its own: you read the Instagram message in the evening, the form goes to an inbox nobody checks, and you see the SMS two days later. An inquiry doesn't slip away because the client picked the wrong channel. It slips away because nobody noticed it.
Check where your clients write from
Don't guess. For two weeks, write down where every inquiry came from: phone, Instagram, WhatsApp, Messenger, form, SMS. You'll see which channels actually bring in work and which are just sitting on your website.
The result depends on your trade and on where people found you. A studio that shows its work on Instagram gets messages from there. A company that installs air conditioning or windows more often gets forms, because the client wants to describe the house and give measurements.
Which channels are worth having
- ●Phone - always. But with a plan for when nobody picks up.
- ●Instagram and Messenger - if you show your work there, that's exactly where clients will write.
- ●WhatsApp or SMS - handy for people who'd rather write than call, and for sending photos of the car.
- ●A form on your website - useful for jobs that need describing: an installation, windows, a roof.
- ●Chat on your website - if someone answers it straight away. A chat nobody replies to does more harm than no chat at all.
The rule is simple: better three channels you answer quickly than five you answer two days later.
One place instead of five apps
When all messages land in one place, you see every client with their full history: called on Tuesday, asked a follow-up question on WhatsApp on Wednesday, got a quote on Thursday. Nobody has to remember who promised what to whom.
That's how the system we connect works: phone, SMS, WhatsApp, Instagram, Messenger, the form and the chat on your website all land in one place. The system replies to every inquiry within 60 seconds, and you take over the conversation when you need to. Adding a channel is just a setting, not a new tool.
Where to start
With the channels your inquiries already come from. Only once no inquiry slips away is it worth adding new channels - for example a chat on your website, or ads that bring in more clients.
Frequently asked questions
Do I need to be on every channel?
No. Be where your clients write, and reply quickly. Three channels you handle well are better than five you neglect.
Can one system handle SMS, WhatsApp, Instagram and the form?
Yes. All messages land in one place, and the reply goes out on the same channel the client used.
Is adding a channel difficult?
No. It's a setting on our side. You give us access to the account, we do the rest.
What about inquiries from the form on my website?
They land in the same place as everything else and get a reply within 60 seconds, just like a message from Instagram or WhatsApp.
How much is it?
We work out the price on the 15-minute call, for your city and services, before you sign anything.
Let's see how much you're leaking
15 minutes on the phone. We'll work out how much is leaking at your place, and at the end you'll see on your own phone what a client gets when nobody picks up.
Book 15 minutes