Introduction to Textline Webinar

all right I think we waited enough and we can get started again welcome everyone my name is Laura Lawrence I'm a customer success manager here at textile and today I want to give you a walkthrough on the basic uses of text line so the purpose for our webinar today is help you brainstorm on best practices and how you'll use text line for your team and to also show you some of like the technical aspects of Tecla text line so that you can be able by the end of this webinar to know how to onboard your team on text line and you know to have a better sense of what are the features that you'd like them to be using on text line or the specific use cases and how you'd like them to be using text line great so our agenda for today we're gonna start by talking about text line and why texting is so helpful for so many businesses then we're gonna talk more about you know other companies that are using text line and how they're using it would success stories they have to share then we're gonna get down to the more tactical stuff from like how to get your team on text line how to set up your account the way you want it to be set up and roll it out to your team and then I'll go a little bit into more advanced features but I'm not gonna spend too much time there but just so you know what's what else is on text line and then I will just give you some more information on how to stay connected and where to go and find more information and specific things that you're looking for in text line so that you're more independent and you don't have to come to as every time you have a question all right so let's start by you know talking about text line and why texting is so effective so most of the times what our customers tell is and of course we also know that is that their customers are asking them to for a texting solution so you know your customers they run busy lives and they are so familiar with texting they use texting for any any type of communication in their daily lives so when it comes to having to send you an email or having to go through a call center or having to be on a specific browser so that they can chat with you it just makes it harder for your customers to communicate with you and to feel like the communications they're about to have is going to be a real authentic communication and that they can always go back to it so that's what texting does and of course you know that because you've all been texting so people you know there's there's research that's done that's that's done and it shows that 20% 23% of the emails are being read versus 92% of texts that are being answered so you also know that every person has their phone that they can text from and there you can find them wherever they are they're on the go and that's where you can actually find them when you text them so we know that your customers really need that solution but also we need to think about your team so your team is trying to accommodate and meet your customers where they are however you know they know that they don't want to text from their personal phone they don't want to text sharing their personal number who wants to do who wants to do that right so your team also wants a solution that not only keeps their personal number and the personal information private but it also gives them all of the tools that they need that like an email or you know any other CRM would basically offer to them so that they can efficiently get to their customers so you know you when you're from your phone our native texting app is not build for customer our purposes it's not built for business purposes text line is exclusively built for business purposes so you can have a unified inbox or shared inbox but you can basically look at all of the messages that are coming in you can see you know how your agents are responding to the messaging and a lot of messages and a lot of other features that I'll show you but we know that your team wants to be texting because the the people who now the consumers are actually reading their text messages 95% of them are reading their text messages within the first three minutes so that's a number you can't beat and all you need to do is to provide a better solution for your team so they can efficiently and effectively get to your customers without being confused and overwhelmed by all of the communications and you know keeping things organized and another great benefit I would say for you the administrators is that you can always have oversight on all of those communications you can know all of it and you can access all of the conversations that are happening you can even like train your team while they're trying to get a customer you can do all of that within text line great so I hope this makes sense I know that you're probably that that's why you're you're here and I just want to give you kind of a quick overview of who's using a text line right now so we have a big gamut of different types of businesses we have very small businesses we have very large businesses we have businesses that they mostly communicate with their customers through texting around sales and you know it helps them to qualify leads or generate leads or offer quarters and we also have companies that they use it mostly for customer support and other companies that use it internally with their team to coordinate because they might have a lot of logistic stuff that they need nade on and as you can see we have our companies that their e-commerce companies we have SAS businesses we have food industry we have transportation we have public transportation so we have churches or real estate so it really can be anything as long as you need to communicate with your customers in an effective way or with your team you know that's another use case great so now I want to give you some specific examples so for example 1-800 got junk is one of our customers and it's one of our biggest customers actually and they're using text line both for internal operations as well as for sales purposes and so they use text line to increase leads and close customers faster through texting so they doubled their conversion rate in sales by adding texting to their internal sales process so because texting is so much faster in response times they I'm sorry because text line is so much faster their response times have gone have increased significantly and they have reached forty five percent reply rate so you know how hard it is to get those numbers in calls or in emails but because texting which is everyone where they are it's been so easy for them to actually have real conversations solving real issues for their customers through texting now third log third lovely is one of our customers as well and kind of our biggest customers too and they mostly use tech sign for customer support purposes so what they do and it's really important that's something that also one at hand god John does is they make sure that they make their text number public so any websites any social media anyplace basically that their customers can see their brand or can search for their brand they have made their texting number public so that they make it easy for their customers to text them now when a customer texts you your customer support rep or your sales rep they can respond to you know multiple conversations at the same time so they can have like five conversations at a time while when you're on a call center or where your email it's really hard to do that so or impossible so because they make their texting number public and you can see that third love also has social media and they made it public there their customers can directly text them which has eliminated a lot their needs for stuffing their call center and you can see that it reduced their their call center costs by five times less so you know that that's a perfect example of how more effective text line is because you can see that the customers really need and prefer that option and then you can also see how you and your team can you know spend your time in a lot of other things and projects or things that need to get done instead of being on a call or typing long emails with your customers great so I hope that gave you enough context and enough information on how you can use text line or like the benefits of text line and now I'd like to get to how you can get your team on text line so if there are four really easy steps to get start on text line so the first step is to create a department and I understand that most of you have gone through this but it can be a good refresher if you are looking into creating a new account or adding another department to your existing account so first step is creating a department that gives you your line your main line where people can text you then you add your agents which is your team basically you bring your team on text line then you import your contacts which is which doesn't apply for everyone but I think it's a good step if that's something that you can do and then you just start texting so that's all it is so let's watch this quick video tutorial on ready to get your team texting with your customers how to set up your part in a minute and let's hear signed up you're ready to start texting right away to sign up for text line enter your business name work email address name and select your password from here you can choose what phone number you'd like to text your customers with if you'd like to start texting immediately you can get a new phone number through us just select the area code you'd like to use and will automatically assign you a number specific to your location once we find you a number you can head right to your text sign dashboard we'll walk you through the basics if you're interested and then you're ready to go that phone number can start sending and receiving texts right away you can also choose to text enable an existing number during signup we'll have you input the number in question as well as your contact information as it appears on your phone bill clicking request SMS hosting will trigger a phone call to your existing number we'll provide you with a code to input to verify your number if the number is in landline once everything has been submitted we should have the hosting completed and ready for you to use in tech sign within just a few hours if it's a VoIP number we'll reach out to you with next steps if you'd like to use an existing Twilio number you can do that too select the Twilio option and input your Twilio account information will create your first text line number with your existing Twilio line happy texting alright so let's get back here and like I said most of you have probably gone through that so after you have set up your department the next step is to add your team into text line and of course that's something that you or any administrator in your team can do so let me quickly show you how you can do this so he this is this is my account by the way this is a demo account and then he would go to settings in your account and then under settings you would select agents and here you can view the full list of your agents and then what you want to do is invite invite agent so you would go here and type in your agents information you can add their mobile number and then you need to decide and choose which department you'd like them to join you can add them to multiple departments you might just have one department but you can if you have more than one you can select the department you want them to be part of that means that they will be able to see activity on the specific department and then you select the role that you want to assign to them and finally you need to choose which method you'd like them to invite them with so you can even send them an email invitation or an SMS invitation I I would suggest the email invitation unless you know that your team would be using text line on the go so if they're not sitting on a desk on their desktop and accessing text line from their computer you want to send them the SMS because then I will prompt them to download the app and set it up on their phone and there are a lot of use cases for that purpose so that's how you can add an agent if you change your mind or something change you can go to manage and then remove agent or edit their information all right so that's all I wanted to show you for adding agents and then the next step is importing your contacts so you've created a department you added your team to it so you have an account you have a team on text line now we need to make sure that our contacts are there sometimes you don't have a contact list and you and and there's a different way for your customers to text you in or for you to initiate a text but I know that a lot of the times you already have a contact list with all of your contacts that you've been in touch with or that you'd like to get in touch with so I highly highly recommend that you import your contact list it's a very easy way to get your account all set up and so that you don't have you or your team to input manually contacts each time they're trying to text someone which is totally fine if that works best for you but I do want to give you this solution because it's a lot easier so you can either create a new contact you know just like I showed you before for the agents very similar or in address book you select contacts you click import and then you can drag and drop a file here or you can click here to upload a CSV from your computer and then if you are not sure how to create that CSV you can click at that little link down here that says learn how to upload your contacts here so you click that here and that opens an article and Help Center where you can read more about how to set up your CSV and at the bottom there is a text line address book template that you can pull up and it shows you the different columns that you need to have in order to properly import your CSV into tech sign and that will automatically populate all of your contacts into tech sign so then you can go in and type a name for example and then there their contact will come up and you can just text them so basically that's the the the step before the last one in order to set up your account now you have it all set up and then what you need to do is to start texting so you created a department you added your agents you have your contacts in you just start texting I'm gonna spend a little more time here showing you the texting experience just because I think this is you know the most important and that's where I can give you more tips in examples of from what I've seen from how we use text line because we also use sex on to communicate with our customers or prospects us to MERS we we use it here at Tech sign for both support and success I'm sorry for support and sales and so I have a lot of examples that I can share with you from our experience and from our customers experience alright so this is what textile looks like as you can see here on the Left I have a list of all of my conversations the conversations that are grayed out means that they're resolved and you can see here that it says resolved and then the conversations that are not grayed out means that they're not results so they could be active conversations you can see here at the top that there's a message that's waiting and you can also see that it says that it's waiting 23 minutes so from the moment a conversation comes in and you have not sent any response to it you get that banner down here that shows you how long this message has been with no response from you or someone from your team great so if you wanted to send a message you can click add new message and then just search for a contact in this case I'll search for text line that's something that you can also do if you just type text line in your new message area text line HQ will come come up you click that and then you can star conversation and send a message to text line this could be any other contact so hi there I'd like to know more about notifications say I have this question and I want to send it to someone and now I just sent a text message now I this this text message that I send I sent us a text line so because they have this is a text on account I know they'll receive it as they'll receive it in their text line account however if that was a number mobile number I would know that that text will be received as a text on someone's phone it's just gonna look like a regular text message so as you can see tech line responded to me and they explained how I can change or edit my notifications right so what I just showed you is how you can initiate a text message if you want to search for a text message you can also click search here and and then you can also click new message to start a new message okay I click out of that so I can see again my bar of messages so now I received a new message and it looks like someone texted in and it says waiting less than a minute and once that minute is completed it's gonna say one minute or two minutes okay so say now that I am part of your team and I am receiving a text message from a customer now what I want to do and I think that's best practice he said I want to make sure that I'll go and claim that conversation and once I claimed the conversation he does say at the bottom that it's claimed by me and he's also it says it here at the top assigned to Laura so my customers I'm sorry my team knows that I'm the one looking at it and they shouldn't be replying to this text as you can understand this is perfect so you know so that your team doesn't get confused and more people spend time I'm trying to figure out a conversation or more than one people responding at the same time right so it's really important that you claim the conversation now this person is asking for a demo I'm customer support so I shouldn't be really determining whether this person should be should be taking a demo or not so and this is just an example okay so what I'm gonna do is I'm gonna ping my sales rep oh sorry so I'm gonna internally send a message to my sales rep to do that I will use our whispers feature it's those two parallel lines so I go to whisper click that it it says whisper here and it's yellow so I know that's a whisper and I will tag Mary who is our sales rep and say should I set up a demo with this with this person all right so I just sent a whisper - Mary Mary we'll be able to see this and everyone else will be able to see this internally so all of my team my manager my agents can see that I whispered to Mary that's really important and you know that could be a process that you have like a cadence and internal cadence for qualifying leads for example so let's say that let's see I'm trying to get a response here so so then my next steps from that whisper and by the way the way I do ways first is I click here the parallel lines it says whisper and I could also just send a whisper that doesn't have a tag if it doesn't have a tag then Mary one dead pain necessarily but she will be able to see it but she won't get a notification all right so while I'm still waiting for Mary to get back I'll explain my process so my process is that I ask if that's I should set up a demo and then if mary says yes the next step would be for me to go and set up a demo and that's like a step outside of tax line but I know that my next step would be to transfer that to Mary so Mary said yes please and so I'll say ok I I just set it up on your calendar and transferring to you but as you can see this is not under whisper right so it's not yellow so what I need to do is just click whisper now it's whisper and I can also tag her let's put a space here Mary there we go and I send okay so now she knows that I set it up and my next step is to transfer that to her now she could also just get transfer so she could also just claim it right but you know sometimes you want to eliminate steps for other people in the team so I'm handling this so I'm transferring to her what that does is a the ticket now is assigned to Mary so Mary will know that that's a ticket just for her that's a conversation only for Mary she can she will be getting notified if she get any things from that any follow up on this conversation and also I know that's you know I'm not responsible for this conversation and say the next step for me is to also resolve the conversation so I'm resolving the conversation because I know that there's no need for any responses here by the way I have not responded to the customer but I could just say and you know this is again it's a demo so it's not a real situation but I can say I would probably ask them for the time or something like this I skip those steps now but I could say I or like you are you are scheduled for a demo on Monday thank you okay and I send it and say this is the last conversation and I don't expect the response or I received the response now I know that this is resolved I just click resolve conversation and the conversation gets resolved what you see here popping up it's not something that you necessarily need to set up it's an additional feature it's a little more advanced but basically what it does is it allows you to categorize the type of responses or I'm sorry the types of the type of conversation so I know that that was a conversation around demo so I would select the one says scheduled call because I did schedule a call with its customer and I will resolve it and what dispositions do is that I can go later and pull a report for each disposition and see how frequently disposition gets used which means how frequently do I have a conversation around scheduling calls for example because that can give you information on whether you need to add more people on text line just be supporting with scheduling call requests right so I want to just review what I just said showed you so the features that I've used here that I think they're really important for you to use and your team is to always clean the conversation just as soon as you're looking at a ticket make sure you you claim it then whisper for anything that you don't know and you need additional information or you need to communicate with the team it might be help that you need to to get or advice you want to give our feedback you want to give to one of your team members on how they could have better addressed an issue then you transfer the conversation if it's not if you shouldn't be assigned to it and then if you resolve a conversation and so these are the basic features that I think they're really important once the conversation is resolved you can see that it's grayed out so when you look through your list you know that you don't need to pay attention here you can always reopen a conversation and it pops up at the top and you can resolve it again you can do this as many times as you want okay and another thing I'd like to show you here is you can use shortcuts so shortcut I could have used here for the demo and I'll remove the whisper is I'm sure I have a shortcut for a demo so schedule a demo so I can send this shortcut to our customers right so that's something you don't have access from your phones or you know from simple texting and this is the value of text line because this is designed for businesses so again you can go to shortcuts it's these little codes icon here and you have you can have a long list of shortcuts which are pre-populated text messages your templates or your macros and you can use a shortcut key one you can also create a new shortcut from here so the moment you input that shortcut it populates here and then you can send the message great you can also have attachments sent or add emojis I would recommend an emoji if you're having a more personal and friendly conversation with a customer and you've established a good communication with them I wouldn't necessarily suggest to do this early on but again this depends on your context and how you communicate with your customers and then the last thing I'd like to show you from here is this side this more actions drop-down menu so from here you can hide the sidebar or show the sidebar and this is a tricky one I know sometimes not everyone can quickly see this but I do like the sidebar being open and techline remembers my preference so if I have it open and then I leave tacklin and then I go back to it it will always be open from here you can see more information around your contact and again it has to do with your preference I just like saying you know relevant information about my customer as I speak to them and also I can edit and add information as I have a conversation with them you just click Edit here and you can add all the information that you want okay cool so the other things you can do from here is you can schedule a message set a reminder expert conversation and copy link to conversation some that are more relevant to what I just showed you would be to set a reminder so I might just set a reminder for myself to check back with Mary for example and see how that conversation or that demo went or I might set a reminder to make sure that the customer did actually schedule a call with her so I can just put a note here and just set a reminder and then scheduling a message this is um more relevant for whenever you know that a customer needs to receive a text from you um there have been cases where a customer will say you know this isn't a great time like I am I reach out about with a question or something I want to prompt them to and they might like maybe checking in or inviting them to a call and they might tell me that you know this is not a good time why don't you reach back in a month from now for example because this is really busy so I'll just type a message the message that I want them to receive and select the day and day and time that I'd like them to receive it and then export a conversation you all understand what that means you basically export the entire thread here and then copy link conversation is something I really like because you can get a copy to the specific conversation and share it outside of tech sign because if it's in within text line you can always whisper someone and get them here right but say someone doesn't have is not on text line all the time and they want to see your whisper you can just copy the specific the link to a specific conversation all right so I think I did show you all of them basic and most useful and helpful tools on text line to give you a quick summary of what I just showed you you have all of your conversations showing up here and and then you need to always claim a conversation you can whisper internally in order to send an internal message to your team you can use shortcuts one of my favorite features so that you don't have to retype same things over and over again and then you need to make sure you resolve the conversation one is one it's resolved so I think those are really important tools so that you stay on top of your conversations you communicate effectively with your team internally things don't get messed up they don't get lost and also you can track your activity like for example I'm anything that's a best practice for everyone it's really important that you communicate with your team very specific expectations on how fast you want them to respond to a conversation we like to have a three-minute SLA which means that within the first three minute we want our team to respond to any of your requests any of your questions and that doesn't mean that you know they can provide a full answer right away but at least you need to know that if you you know send us a text that you will get a response on that we're looking at it right so I think that's best practice and you can have a shortcut here that will be and I don't think I have one right here but you can have a shortcut that's on like saving time buying buying yourself time or a first response which we which will be thank you so much for texting let me take a look into this and get back to you shortly something like that I think that that's great ain't saves you so much time while the customer feels that you're looking at it and they do get the texting experience because when you text someone they text back right away all right so the other thing I showed you was the sidebar here the the I'm sorry the drop down here that gives you access to a lot of other really helpful features that are good to have quickly and fastly and then resolving in conversation is another thing that we also like to track here at add text line because you know if you have certain goals you can say that you know you want all your conversations to be resolved by the end of the day for example and again it depends on the car sex we like to do that and I know a lot of other customers are tracking how fast someone gets or their team gets to first respond to a conversation and then how long it takes for a conversation to get resolved which means basically that the troubleshooting has been completed and like I said it really depends on the use case and your specific context and how you've set up your team and what your needs are so that's what I wanted to show you that I think the most important thing to share with your team and best practices on how to use text line I would like to go back to our deck here and just take a look at what else there isn't X line so you can automatically send responses to certain text based on the keywords on paid based on certain conditions you can have access to all of those integrations so that you can keep all of your communications in one place now you have a lot of metrics like I just mentioned and you can also send NPS surveys out so you can test how happy your customers are with your product and you can also use your API which means you can do a lot of customizations and connect your CRM or other tools that you're using to text line so that you keep all of your communications in one place and you use to explain the way that you like using text line so I did not and I don't intend to go into much much detail around more advanced features that I just mentioned just because it's so much it's a lot of information and I just want to make sure that at the end of this webinar you feel confident with the basic information and then you have you can go back and slowly slowly learn more about it however I do want to show you where things are so if you go to messaging tools here you have more things you can do in order to automate certain things on text line so you can send announcements so if you know that you want to reach out to a big group of customers with the same communication instead of sending the same message or you know one by one you can send one message to everyone you can set up automated messages like an out of office message but there's a lot more you can do there then an auto then an out of office Auto message and in men dispositions which is basically adding categories that I just showed you on the touch of resolutions and I think the rest I also mentioned briefly we did show the address book and PS surveys this is a really helpful tool because you can send an NPS survey through a text so your customers are on their phone you send them the NPS survey which is basically Texas says how happy are you with a product and asked for a number and all your customers need to do is select text back a number so super simple and then metrics is where you can go and view a lot of data around your activity and then settings is where you would go for anything that's pertinent to setting up your account your team the integrations that I mentioned and your billing information so I know we have about 15 more minutes to until our time is up so I want to also make sure that you know how you can stay connected and learn more about text line so we have a Help Center that has pretty much any information you're looking on text line you can either go to our Help Center or you can just google text line plus tech fine how to add agents or a text line how to send a message or how to edit a contact you can do all of that you can find all of the the information there and we also have a lot of video tutorials as well and and then you can always reach out to as we really really value your feedback and we appreciate it when you reach out with questions or any feedback you might have to share any product questions or product requests so just feel free to email our support or text us directly just like I showed you if you go to your tech fine account and just search for text line the text line HQ will pop up and then you can just send a text message there that's what our support team lives basically and they will get back to you really fast I told your SLA is three minutes and then if you or someone else in your network or in your team wants a demo on text line you can always send a request for a demo text fine calm slash request - demo all right so before I let you go what I'd like to do is I would like to make sure I answer your questions but while I wait for your questions I'd like to quickly get your feedback on how you like the webinar today and how helpful you found that so I just sent a poll you that should pop up on your screens and I'd appreciate your feedback there this is a relatively new initiative for us so we just want to make sure that we collect your feedback on how you liked the webinar what else is that you'd like to see so that we can make this better for you so again there should be a poll that's popped up on your screen it'd be great if you could take a moment to just offer some feedback there now while we do that do you have any questions I don't see any questions yet but I want to make sure you have been able to ask so I will alright so thank you for your answers let me just quickly answer a couple of questions that came in all right sorry here one second all right so a question that came in is about notifications yes and that did come up but it I forgot to mention that so so the something that's really important is to and I think that's really important for you to share with your team is setting up your notifications so as you can see up here it says that I'm available and I have a green dot next to my avatar so that means that my team knows that I am available and that also means that so it means that I'm looking at text line and it should be looking at it and the other thing that this means is that I am receiving notifications every time someone texts in I will be getting notified right very important now what I can do from here is I can set my status unavailable excuse me so my team now knows that I'm not on tax time and I also am not receiving any notifications now the next question here is you know how do I get notified so you click on my profile and then you can see your profile and then at the bottom you see mobile notifications email notifications and desktop notifications as you can see I have Destin desktop notifications our track and you I don't know if you've noticed that but when a new text message came in I we see you heard a sound that was a notification sound you didn't see a message popping up on my screen because for the purposes of the webinar I have turned on off my notification so you know I don't receive irrelevant notifications during the webinar however if my notifications were on so another on do not disturb however if I was not set and a message would pop up on the top of my screen just saying you have a new text line message if your team is on the go they're on the field they're using sex line mostly from the mobiles and it wouldn't make sense to do mobile notifications and also for other purposes if you feel like your team is integrating whether with an email tool and they and they want to make sure that they get a notification on their email because that's where they'll leave most of the time then you can select email notifications as well all right I think oh another question was around announcements so some of you asked how you can send an announcement to a lot of people and what that entails so you just go to messaging tools and announcements and then these are my two departments so I'll select view on my main department and here I can view list of all my announcements and what I'd like to show you here is it like to show you one of my announcements that they are already completed so this is the title I can I'm the only one or like my team internally we're able to see the title but it's a text message so there's no subject line or such thing so this is the message I typed and it went out and then this is the day in time that this message went out and this is the person that it went out to but let me show you now how you can set up an announcement so you go to new announcement again you input this information and what I'd like to show you here is that you can input you can add a file like if there's no attachment you want to send along with your text message you can do that but you can also either send the announcements a specific number that you want to type or you can pull people from your contact list from your address book or you can set it to all of your contacts or you can send contacts with a specific tag or you can upload a CSV and send to the specific people in the CSV the specific context in your CSV and then you can either send it now we're sending later and the other thing you can do is you can insert fields like merge fields and I forgot to show you this so let's do this one so see this has merged fields so you can send one text and personalize it so you can say hi thank you for purchasing whatever your delivery will arrive in three days and then you can make it personalized so you input these fields and then it will populate the name right so I think it makes sense that that question came up because it's a it's it has a lot of use cases all right so I think this resumes our webinar for today I'm gonna stop sharing just to make sure I I can check if there any other questions thank you all for joining I think this is it for today for a webinar and thank you for providing feedback thank you for your questions like I said please stay connected anything anything you'd like to ask any feedback you'd like to share we're always happy to get that also feel free to invite your team to this webinar so I initially reached out to all of our administrators but I want to make sure that if you feel like your team could benefit from that like agents not just admins feel free to invite them to this webinar I think it's pretty educational but I just want to leave it to you to determine who would be a good fit for this webinar and also have to say that this is a good webinar for any anyone on your network who's not yet on tech sign just to get basically a demo where they can ask questions you think that's all I wanted to mention thank you again for your time it's been a pleasure having you here and I look forward to connecting with you in the future have a great day bye

Channel: Textline -- business text messaging

Views: 2,426

Keywords: business text messaging, customer experience, customer support

Id: -vV94UpczyU

Length: 50min 56sec (3056 seconds)

Published: Thu Feb 28 2019