The Zipwhip blog has featured many stories about how our customers leverage texting to strengthen communication with their own customers and employees. We highlight examples from a variety of industries of all sizes showing how texting is the preferred way that consumers want to communicate with businesses.
What we haven’t done, however, is shown readers how our employees use business texting in their own roles at Zipwhip.
We couldn’t recommend our own software if we didn’t use it ourselves. Below, six Zipwhip employees, from sales to customer support, share how they use texting-for-business software in their daily workflow to communicate effectively with prospects, customers and other Zipwhip team members.
Using texting software in B2B sales
Name: Jeff Nakatsu
Role: Account Executive
Department: Inside Sales
How he uses Zipwhip at work:
Jeff uses Zipwhip to get ahead of his competition in the B2B sales space where texting isn’t widely used to reach prospects. Jeff says texting has been instrumental in his ability to set himself apart from the noise that traditional communication channels create.
“Everyone is looking for a way to stand out. People don’t answer their phones, emails are getting congested and everyone is doing the same on email,” he says. “But what percentage are texting? Those who dare to do it and have a good strategy can massively differentiate themselves.”
Jeff further explains that using text messaging in the sales cycle can accelerate deals. A representative who has email, phone call and text has a higher likelihood of moving a prospect through the sales funnel faster than a representative who is only using email and phone calls.
“Anecdotally, when I’m texting with a prospect, I have such a higher percentage of close,” Jeff explains. “The number of people that I’m texting with is so much higher than the people I’m not texting with.”
Jeff offers two tips for salespeople in the B2B space about texting best practices.
Don’t cold text. Text messages are personal, and to reach out over text without first asking if it’s OK to do can be invasive. It’s always best to get a prospect’s permission first. This leads Jeff to his next tip…
You can tactfully obtain a phone number from a prospect. Jeff says that he asks his prospects how they prefer to be contacted or he even offers up his phone number first. He adds, “I often say, ‘I know a lot of my current customers prefer to communicate over text. Here’s my number. What’s yours?’”
Using texting for recruiting and staffing
Name: Enrique Mendoza Mayo
Role: Talent Manager
Department: People Ops
How they use Zipwhip:
Enrique’s role involves acquiring talent for several departments at Zipwhip. He uses texting in every step of the recruiting process for two reasons.
One, texting offers him a faster way to get in touch with candidates, especially for timely requests, such as setting up phone calls and scheduling in-person interviews. The instant connection that texting provides lets Enrique move a candidate through the recruiting process faster than if he were to use phone calls and email alone, two channels that tend to have slower response times.
“It’s amazing how fast [candidates] respond,” Enrique says. “For recruiters, it has huge value.”
Secondly, Enrique uses texting to set himself apart from other recruiters who are also competing for the same candidates. Once the hiring cycle has started, texting lets him keep the connection with candidates from going stagnant.
“When the candidate hangs up the phone, you’re done. So you have to restart the conversation,” he says. “You might lose that candidate because they lose your email, get another job, etc. In every step, recruiters have that fear of losing that candidate. Texting lets you keep that conversation alive by rebuilding the momentum once you get off the phone.”
Enrique has a few tips for recruiters on how to use texting to beat their competition and naturally keep the process moving forward.
Send a text when the hiring process is slow. For a variety of reasons, the lifecycle of the recruiting process can get stalled, and the added time can leave candidates open for other recruiters. A quick text to update a candidate is a simple but effective way of letting them know what’s going on and that you’re still interested: “Hey, I haven’t forgotten about you. Our hiring manager is on vacation, so I will confirm when I hear back from them.”
Include your text-enabled phone number in job posts. When posting an open position on social media, Enrique will usually include his Zipwhip phone number so that prospects can reach him directly. Texting eases the pressure of a job search for candidates because they can initiate the conversation with a recruiter themselves.
“People think recruiters are unreachable,” he says. “Texting can get [a candidate’s] attention.”
Using texting for internal communications
Name: Jeff Wilson
Role: Communications Specialist
Department: Corporate Communications
How they use Zipwhip:
As Zipwhip’s communications specialist, Jeff’s role involves keeping employees updated on company news and any other pertinent information that may directly affect them.
Every week, Jeff sends out a text to all 280+ employees using Zipwhip’s Group Messaging feature to share the latest updates from the company’s internal blog, which is the go-to location for employee resources and Zipwhip news.
“We all get a lot of email so sometimes our emails would just get lost. With texting, we know our message will be read because texting is such a high priority medium,” says Jeff. “The group texting feature allows us to keep the whole company informed while also opening up a personal line of communication with each employee.”
Jeff also uses Zipwhip’s Keyword feature to keep information easily accessible to all employees without overburdening their texting inboxes. He sets up Keywords during presentations, for example, so that employees can conveniently access information from their Zipwhip mobile app when they’re not in front of their computers.
Lastly, texting software saves Jeff time when planning a campaign or project. For instance, Zipwhip’s Scheduled Messages feature lets him set up reminder texts to employees for things like filling out company surveys and attending upcoming meetings. Scheduled Messages allow Jeff to set up texts ahead of time so he doesn’t have to worry about setting reminders for himself.
“People prioritize texting over emails these days,” he says. “Think about how many unread emails you have versus unread texts. Texting isn’t just for personal use; businesses use it for all aspects of operations now, including internal communication. While you could text from your native texting app, the lack of features means you might be creating more work than necessary.”
Using Zipwhip as a training tool
Names: Jessica La Torre and Josh Petosa
Roles: Customer Success Manager and Customer Implementation Manager, respectively
Department: Customer Success
How they use Zipwhip:
As members of the Customer Success team, Jessica and Josh help new Zipwhip customers create texting strategies for their audience. Josh provides on-going training to our sports clients, while Jessica works across industries, advising business leaders and managers on texting strategies that have a broader impact on their business.
They both use Zipwhip’s texting software throughout their outreach to emphasize the product’s ease of use, flexibility and to inspire customers to get creative with texting.
How Jessica uses Zipwhip
Jessica educates her clients with all there is to know about how texting can be applied within their industry, and together they build a texting strategy and workflow to meet their specific business goals.
In addition to email and phone calls, she uses Zipwhip features throughout the process so that clients are actively using the product. For example, she sets up a check-in text using Scheduled Messages to touch base with clients a week after their kick-off call. Not only does it bring the client back into the software, but it also helps demonstrate the friendly connection that a simple text message can initiate.
“With a text, it doesn’t feel like another thing in your email. It’s approachable, less formal,” she says. “Zipwhip keeps me people-focused. Ultimately, the software is here for humans, and I want to connect with my clients on a human level.”
How Josh uses Zipwhip
Josh interacts similarly with his sports clients using Zipwhip. He trains sales teams on how to best leverage Zipwhip to increase ticket sales and better engage existing customers.
Josh’s training is interactive. He routinely uses Zipwhip features to check in with clients throughout the training process, not only to touch base but also to show clients how they can best use the software themselves.
He uses Group Messaging to separate sales teams into their own groups in his contacts list, using templates to send consistent messages and save time. Josh notes that he’s usually training a larger group of people at once, so when he sends a group text, for example, everyone on the team will see the same text, and it starts a dialogue about the feature between them.
“They all sit next to each other in the office, and they’ll say, ‘Hey, did you just get this text?’” he says. “It helps them think ‘oh, that’s how it works.’”
Like Jessica, Josh appreciates how sending texts to his clients keeps them engaged with the product and gives them clear examples of the benefits that texting can provide their prospects.
Finally, Josh and Jessica both use the Templates and Group Messaging features to send out resources to clients after they’ve attended a training webinar or after they’ve hopped off a phone call. A quick text with a link lets their clients have an easy-to-access set of resources that they can open through the Zipwhip app on their desktops.
Using texting for customer support
Name: Megan Wildwood
Role: Support Specialist
Department: Customer Experience
How they use Zipwhip: The technical support team uses Zipwhip as an additional outlet to support customers. It’s straightforward and simple, but giving your customers the option to reach you over an additional channel is essential to a positive customer experience. It also helps cut down on creating any unnecessary support tickets.
If a customer reaches out over text, Megan will assess the complexity of their query. If the request is simple, such as a minor billing problem, Megan can quickly solve the issue over text. If the customer has a more complex issue, Megan can escalate the conversation to an email or phone call since they require more conversation.
Want to join the Zipwhip team? Check out our open positions here!