Ultimate Guides Text Messaging Guide for Legal and Accounting Professionals
Text Messaging Guide for Legal and Accounting Professionals
Jul 31, 2020 - 22 min. read
Everything you and your firm need to know about texting clients. Learn how to take your business text messaging to the next level.

Everything You and Your Firm Need to Know About Texting Clients

Businesses and individuals rely heavily on lawyers, attorneys, accountants, CPAs, and bookkeeping professionals. There’s always a need for qualified legal and accounting counsel.

Owning your own legal, accounting, or bookkeeping firm also takes guts and determination. You need to be a knowledgeable expert in your field and an entrepreneur who can manage firm operations too.

If you’re a one-person firm, then you do everything. This means sending appointment reminders to collecting documents, sending invoices, and more.

Without a team or automated communication systems, keeping track of all this client correspondence can be an administrative nightmare.

If your firm is big enough to support a team, then your client communication problems don’t go away. They get magnified.

The good news is, text messaging can help.

To get you started, we’ve built this three-part guide. It’s all about text messaging for lawyers, attorneys, accountants, CPAs, and bookkeepers. We walk you through why text messaging works for firms of all sizes. We also show you how to start texting your clients and what you need to do before you send your first message.

Here’s What You’ll Learn in This Guide:

I. Why text messaging?

  1. Why texting works for your firm
  2. Texting vs calling
  3. Texting vs email
  4. How to know if your firm is ready for a business SMS platform

II. How to start texting your clients

  1. General text message etiquette and best practices
  2. Use texting for lead generation and consultation scheduling
  3. Use texting for client service
  4. Send 1-on-1, private, text messages
  5. Send group text messages
  6. Schedule appointments and send reminders
  7. Save and print text message conversations
  8. Share links, documents, and images
  9. Get more Google reviews and client feedback

III. What you need to do before you start texting

  1. Choose the right texting app for your firm
  2. Manage TCPA opt-in and opt-out compliance
  3. Short codes vs. long codes
  4. Text from a 10-digit, local phone number
  5. Set up call forwarding
  6. Add multiple team members
  7. Upload, segment and group client contact info

IV. Final thoughts and next steps

Chapter 1

I. Why Text Messaging?

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I. Why Text Messaging?

Email and voice calls will always have a place in your firm. Emails are the standard of communication in the professional services world. They’re accessible, secure, and more-or-less convenient. Voice calls are immediate and essential to day-to-day communication.

So why should your firm start texting clients? Text messaging fills the gap between email and voice.

It gives you the best of both worlds with more immediate, more efficient, more convenient messaging. It also typically nets higher open and response rates.

Clients even prefer texting to email and voice. 67% would rather text than talk with a firm representative. This is especially true for updates, appointment reminders, scheduling, document, image and video sharing, billing, and more.

Many firms have already recognized the shift in how clients prefer to communicate too. Some 39% of firms already use text messaging to reach their contacts and clients.

1. Why Texting Works for Firms of All Sizes:

  • 77% of Americans already own a smartphone.
  • Texting is the most widely adopted communication channel next to email.
  • 98% of text messages get opened and read within 3 minutes.
  • Texts are 7x more likely to get a response than talking on the phone.
  • Texting allows firms to send links for payment and review collection.
  • Texting allows firms to send pictures and videos.
  • Texting improves client communication.

2. Texting vs Calling

Phone calls used to be the only way to talk to clients. But today, clients don’t pick up the phone or engage in face to face conversations. This is especially true if the conversation contributes to billable hours.

For most communications, clients would rather send and receive quick messages, especially texts.

This efficiency may apply to your firm. Compared to voice, texting is a faster, more efficient way to send a simple message.

Clients prefer texting and also respond better. Around 58% of clients will try to text a phone number back after missing a call from a firm.

Suggested Article: Texting vs Calling vs Email | Pros and Cons

3. Texting vs Email

Email is the most widely adopted form of communication. Nearly everyone has an email address and email is relatively secure.

However, emails don’t typically get high engagement rates. We’re talking around a 20% open rate and about a 6% response rate. If it’s not marked urgent or important, then expect either a delayed response or no response.

Text messages typically perform better. They get a 98% open rate and a 45% response rate. Having such a high response rate means that texting works better for things like appointments and billing reminders.

As an example: If you sent an email to a group of 200 engaged contacts you’d get maybe 12 responses (6% response rate). If you sent a text you’d potentially get 90 responses (45% response rate).

4. How to Know if Your Firm is Ready for a Business SMS Platform

What kind of messaging technology does your firm use to organize communication and reach contacts and clients? Are you using a practice management software or cloud-based legal CRM like Clio?

Does your firm only use email and voice to communicate with clients? Does your firm’s website have a chatbot? Perhaps you use a burner phone to protect your private number? Or maybe a messaging app like Facebook Messenger, GroupMe, WeChat, WhatsApp Line, or even Slack?

Regardless of how you connect with your customers, the above solutions have limitations. You’ll need a text messaging platform to help you do the following:

  • Schedule messages
  • Share documents, images, and media
  • Save messages as templates
  • Send more personalized messages
  • Send recurring scheduled messages
  • Send invoice and payment reminders
  • Improve client service and communication frequency
  • Send appointment reminders
  • Collect more Google Reviews
  • Collect more client feedback

A dedicated business SMS service allows you to automate text messages and reach clients via the existing SMS text messaging network.

Burner phones and messaging apps can work for 1-on-1 communication. But you’ll need a dedicated business SMS solution once you increase your messaging volume and add users.

Imagine your entire firm trying to text or call clients and customers. You can’t do this effectively from one phone or a normal text messaging app. Things would get messy.

There’s also no oversight with a burner phone or consumer-focused messaging app. Your team has no way to collaborate on messages or responses and no way to schedule, automate, or track your messaging.

Finally, consumer messaging apps only send messages through their own app interfaces using their own networks.

Your client on the other end of the message has to have the app downloaded to get the message. If you use a business text messaging platform you can reach everyone via the existing SMS network.

You Get These Features with a Business Text Messaging Platform:

  1. A dedicated, 10-digit, text-enabled phone number
  2. Automatic TCPA opt-in and opt-out monitoring
  3. 1-on-1 conversation management and oversight
  4. Group text messaging without reply all
  5. Reusable, saved, text message templates
  6. The ability to share documents, links, and media
  7. Text message scheduling
  8. Automated responses and campaigns
  9. Message personalization tools
  10. Multiple users
  11. Access from any device with a web browser
  12. Cheaper messaging rates
  13. Integrations with other apps and professional services

Suggested Article: Are You Ready for a Business SMS Platform?

Chapter 2

II. How to Start Texting Your Clients

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II. How to Start Texting Your Clients

1. Text Message Etiquette and Best Practices

There are some texting rules and best practices you’ll want to be aware of before texting your clients. “LOL”, “OMG” and emojis are fun and easy. But they’re not professional and most likely won’t leave your clients laughing out loud.

Be careful of sending and receiving confidential information

Sending and receiving confidential information is a liability, especially in the legal realm. Attorney-client privilege does extend to text messaging and text messages are not considered a secure messaging technology. This is because all text messages get stored at some level by a telecom provider.

This doesn’t mean you and your firm can’t or shouldn’t text clients. Just be sure to double-check the content of your message. Keep things focused on updates, reminders, and billing.

For accounting firms, CPAs and bookkeepers, you’ll want to be mindful of the same. This means sharing sensitive tax information.

If texting confidential information is a necessity, consider encryption or secure messaging platforms like Signal.

Move complex conversations to a different communications platform

Conversations that require a lot of explaining don’t work over text. If a client is soliciting you for professional guidance regarding their case or taxes consider moving the conversation away from text.

Zoom meetings, phone calls, or emails are the better solution for handling these complex inquiries.

Keep your private number private

Most business text messaging platforms like MessageDesk will allow you to text using a number separate from your personal phone number.

While it's important to be personable and courteous, you won’t want to give clients your personal phone number.

Write clear calls to action (CTAs)

CTAs are simple and direct calls to action. They typically start with a verb. Many look like this: “Schedule Appointment”, “Share Document”, Contact Office” or “Pay Bill Now”.

Respond quickly

Clients expect fast responses when they text your firm. Good text messaging platforms make it fast and easy to respond from any device, including your desktop computer.

Keep text messages short, simple and to the point

Text messages for notifications and updates work best when kept short and to the point. Text messaging isn’t a platform for lengthy messages. Most platforms have a 160 character limit per text.

Utilize text message templates

Drafting templated messages can save you and your firm time. No more having to type the same message over and over again (especially when scheduling appointment reminders).

Templates make it possible to type a message once, apply personalization tags like {{ FirstName }} and save the message to send later.

Send and schedule texts for delivery during business hours

Sending and scheduling texts at the right time makes text messaging incredibly effective. However, early morning, late night, or weekend texts may annoy you and your clients.

However, this will depend on your firm and the type of business you conduct. Bottom line: you want to know your clients and understand their messaging preferences.

Limit message frequency when possible

Don’t spam your clients with non-relevant mass text blasts. Only send communications when it's important and relevant to your firm and your clients.

Use emojis sparingly

Use emojis to personalize your messages, soften your tone, humanize your firm, encourage engagement, and add humor. Just don’t overdo it. Be sure to “read the room” and understand your context.

Sign off properly

You don’t want your clients thinking they need a response when a conversation is over. Just be clear when ending a conversation. You want to make sure that important client questions get answered.

Get the right kind of permission, and stop texting when asked

This is an essential aspect of text message etiquette. Depending on the type of messages you’re sending out, you need consent first. This is all part of TCPA guidelines and best practices.

Suggested Article: 10 Step Guide | Text Message Etiquette for Business

2. Use Texting for Lead Generation and Consultation Scheduling

It takes a lot of energy to create and manage a book of business. But text messaging automation can help you talk to leads and perform more outreach. This helps move contacts closer to becoming clients.

How to use text messaging for lead generation and consultation scheduling:

  • Nurture leads by sending them links to relevant resources, content, and documents.
  • Send segmented, personalized, messages to groups of contacts.
  • Use clear CTAs that allow clients to take action and move further toward scheduling a consultation.
  • Send leads and prospects scheduled, automated, follow-ups with links that allow them to schedule meetings and consultations.
  • Get immediate answers and feedback for things like contracts, agreements, and more.

Suggested Article: Guide to Text Messaging for Marketing and Sales

Lead generation and consultation scheduling text message templates:

Lead Generation Content Offer:

Hi {{ FirstName }} thanks for reaching out to {{ OrganizationName }} with questions regarding next steps. Here’s a guide to [insert topic] [insert link]. This will answer some of your questions and prepare you for a consultation with our office.

Consultation Offer:

Hey {{ FirstName }}. Let’s get you scheduled for a consultation. You can book a time with our office at any time that’s convenient for you. Just follow this link to put us on your calendar [insert link] - {{ OrganizationName }}.

Agreement Follow Up:

Hi {{ FirstName }} just following up regarding the contract agreement our office sent over. You can review the document at any time here: [insert link]. Feel free to respond with questions or call us directly with questions. Thanks - {{ OrganizationName }}.

3. Use Texting for Client Service

67% of clients would rather text than talk or email with a firm. They want simple, personalized experiences and they want them on their own time. This is where text-based client service can help.

How to use text messaging for client service:

  • Use personalization tools like tags to stay on a first-name basis with all of your clients.
  • Clients want you to make things right, regardless of the question or problem they have. Texts can save you and your client time during this communication process.
  • Automating your responses to frequently asked questions with text message templates improves your client service process and team productivity.
  • Instead of having to compose the same message response over and over, you can click and send.
  • Fast response time makes your clients more likely to use your service again and tell their friends about you.
  • Texting helps you take a more proactive approach, helping you send automatic appointment reminders and updates conveniently in a text.
  • Texts allow you to collect client experience feedback with minimal effort from your client.

Suggested Article: Guide to Text Messaging for Customer Service

Customer service text message templates:

Thanks for Your Inquiry Response:

Hey there {{ FirstName }}, thanks for reaching out to {{ OrganizationName }} with your question. Our office is open for consultation Monday through Friday 9 am-5 pm. Questions? Just respond to this text or give us a call at (XXX-XXX-XXXX).

Office Location Response:

Hey there {{ FirstName }}, thanks for reaching out to {{ OrganizationName }}. Our office is located at [organization location].

4. Send 1-on-1 Private Text Messages

Text messaging platforms like MessageDesk make it easy to register a separate, private, phone number.

Private messages work just like your normal text messaging. These are 1-on-1 conversations you can have with customers regarding their case, account, scheduling, billing, and more. Best of all, it keeps your personal number private.

You can also configure MessageDesk and other texting platforms to support both shared and private inboxes. Shared inboxes work for messaging in an entire team. Private inboxes work better for individual team members with personal books of business.

How to use 1-on-1 private text messaging:

  • Provide client support and text individual, private messages.
  • Share personal meeting links for appointments and consultations.
  • Send appointment reminders to prevent scheduling conflicts and limit no-shows and cancelations.
  • Provide updates on cases and tax returns.
  • Share documents and media
  • Send an invoice or a link to Google reviews once a service is rendered.

1-on-1 private text message templates:

Tax Filing Complete:

Hi {{ FirstName }}, this is {{OrganizationName }}. We wanted to let you know that we’ve processed your returns and everything has been submitted to the IRS.

Personal Appointment Scheduling:

Hi {{ FirstName }} here’s a link to my personal calendar. Feel free to scheduling me for 30 min, 60 min or 90 min at your convenience [insert link] - {{ UserName }}

5. Send Group Text Messages

Group text messaging can help you reach a lot of people, fast. Many business text messaging platforms will also help you organize and segment your client contact information for group messaging. This helps you reach specific client groups in your contact list with just a few clicks.

However, business group messaging is different from the group text messaging you do on your phone. Business group text messaging allows you to turn off “reply-all”.

Clients only see an individual message that comes from you and your firm. You may send the same message to a bunch of people in the group. But each text message stays separate from the other. Each response comes back to you as a single, individual, and private reply.

How to use group text messages:

  • Send updates to an entire team.
  • Share media or documents with an entire team.
  • Update your clients of new company info or policies or changes in location, hours of operation, or holiday hours.

Suggested Article: How to Send a Group Text Without Reply All

Group text message templates:

Firm Updates:

Hey {{ FirstName }}. We wanted to let you know that our office hours have changed to 8 am - 5 pm effective immediately. - {{ OrganizationName }}
Hey {{ FirstName }}. From Dec 23-28 our office will only be open until 2 pm. Happy holidays! - {{ OrganizationName }}

6. Schedule Appointments and Send Reminders

Firms face many day-to-day challenges. Many struggle with getting clients to send them the right documents, show up on time for appointments and pay their bills.

Scheduling text messages and automating your messaging process helps solve these problems. With a business text messaging platform you can schedule payment reminders, appointment updates, calendar invites, tax document filing notifications, and more.

Some client texting apps like MessageDesk will even help you manage your invoices. MessageDesk integrates and syncs with software services like QuickBooks Online and Xero to send invoices and payment reminder links via text.

How to use appointment scheduling and reminders

  • Send invoice reminders to select clients with a link to collect payment immediately or once the service is rendered.
  • Sync with a calendaring or appointment scheduling software like Calendly.
  • Copy and paste your scheduling link into a text message template.
  • Once you have your template with a calendar link you can send the template as a scheduled text message.

Suggested Article: How to Schedule a Text Message

Appointment scheduling and reminder text message templates

Appointment Scheduling:

Hi {{ FirstName }}, Are you available next week for a consultation? Here’s my calendar link: [insert link here] — schedule whenever works best for you!

Appointment Reminders:

Hi {{ FirstName }}, this is {{ OrganizationName }} confirming you have an appointment on [date] at [time] at our office located at [insert address]. Thanks for scheduling your appointment with us, and if you have any questions please reply. Otherwise, we’ll see you then!
Hey {{ FirstName }}, just a heads up about your scheduled appointment tomorrow at [time]. See you then! - {{ OrganizationName}}

Tax Reminders:

Hey {{ FirstName }} just want to remind you that you have some important tax documents that are due by [insert date]. Please make sure you get those to our office as soon as possible so that we can process your return.

Invoice Reminders:

Hi {{ FirstName }}, {{ OrganizationName }} thanks for your business! Your balance of {{ InvoiceBalance }} is due on {{ InvoiceDueDate }}. Follow link to pay: {{ InvoicePayLink }}

7. Save and Print Text Message Conversations

Your firm keeps a record of all email correspondence, but how do you track text messages? This may or may not matter when it comes to billable hours.

If you're texting clients from your personal phone there's no efficient way to save and print an entire text message conversation.

Business text messaging services like MessageDesk make tracking your text message correspondence easy.

All you’ll need to do is select a date range for a given client and conversation. You can then save all text message correspondence with any client as a PDF or print them for your records.

8. Share Links, Documents and Images

Document sharing between you, your firm, and your clients can save a lot of time.

Inevitably, a client will share a bunch of documents but miss a few in the process. It’s then a hassle asking for the document, getting them to mail or fax it and keep the process going.

Many text messaging platforms allow you to send and receive MMS or picture messages. This works the same as on your normal phone.

This saves time and trees. With MessageDesk, you can also store client documents as PDFs directly in the app. Centralize your storage, and everyone at your firm will know where to look for important client-specific documents.

You can also upload specific documents to individual clients and access them from any device company-wide.

Document sharing text message templates

Document Request:

Hi {First Name}, we are still needing a few more documents from you. Please upload your documents via our secure file share [Insert Link].

9. Review Collection, Feedback Surveys, and Polls

Google Reviews and feedback drive a lot of business for legal and accounting firms. Over 60% of clients check Google reviews before they even reach out to a firm.

If your firm has a bunch of negative reviews, you’re likely to suffer for it. If there’s a problem with your client experience, you’ll need a way to survey, poll, and understand what needs fixing.

In both instances, text messaging can help.

How to use texting for Google Reviews, surveys, and polls

  • To get more 5 star reviews, you need to make it as easy as possible for your clients to leave a review.
  • Don’t make your customers go out of their way.
  • 85% of clients are usually willing to leave a review, but few will actually do it.
  • To make things as easy as possible, send clients a link with clear directions.
  • Tell them exactly how to leave a review or submit feedback in the text message.
  • With a text, all you need is to include your Google Review short link.
  • With the link, your customers can visit your Google My Business page to leave a review.

Suggested Article: The Ultimate Guide to Google Reviews (2020)

Suggested Article: Guide to SMS Text Message Surveys and Polls

Review Collection and Feedback Text Message Templates

Google Reviews:

Hi {{ FirstName }}, Thank you for your business! We pride ourselves on great service and it’s your feedback that makes that possible! Take a minute and let us know what you thought! [Insert Google Review Link]

Feedback or Survey:

Hi {{ FirstName }}. Thanks for using {{ OrganizationName}}. If you have some time, please feel free to leave our team some feedback. Here’s the link to the quick two-question survey: [Insert Link Here] Thanks!

Client Satisfaction Poll:

Hey {{ First Name }}, On a scale of 1-10 how would you rate your service from {{ OrganizationName }}? Let us know your thoughts by following this link: [Insert Link Here] Thanks!

Chapter 3

III. What You Need to Do Before You Start Texting

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What You Need to Do Before You Start Texting

1. Choose the Right Texting App for Your Firm

The best text messaging apps will save you time, increase your messaging efficiency and help you scale your firm. They can also help you integrate with other software services.

Is your current messaging solution easy for you and your team to use? Does it save you time through automation? Does it integrate with any other services? If the answer to any of these is no, then your current solution probably won’t work in the long run.

Good text messaging platforms are versatile. They allow you to start sending text messages for customer support, lead generation, invoice collection, reminders, notifications, updates, and more.

Look for these features in a business text messaging app before you buy:

  1. Easy to use and get started with
  2. Accessible on desktop, tablet, and mobile devices
  3. Supports adding multiple users
  4. Uses a local 10-digit phone number
  5. Has call forwarding features
  6. Saves text messages as templates
  7. Has personalization tag features
  8. Creates groups and lists of contacts and customers
  9. Sends texts to multiple recipients without reply all
  10. Schedules text messages for sending later at any time
  11. Manages opt-in, opt-out and consent
  12. Integrates with other apps
  13. Provides good service and support

Suggested Article: How to Choose the Best Texting App for Small Business

2. Manage TCPA Opt-in and Opt-out Compliance

The FCC regulates texting and firms aren’t exempt. This is especially true when it comes to marketing and promotional messages.

The Telecommunications Consumer Protection Act (TCPA) outlines the FCC’s boundaries, restrictions, and policies regarding business text messaging.

All you need to know is that there are three different levels of consent (implied, expressed, and expressed written). Each applies to all forms of business messaging. The level of consent you have from your contacts and clients determines the kinds of messages you can send to them.

Firms must have express written consent for promotional messages - this is the highest level of consent.

If you’re texting existing clients, you have an existing business relationship. This means you have implied consent. You can at this point send messages regarding their current service.

Regardless, your clients will need a way to opt-out of text messaging from your firm by texting STOP.

Text messaging services like MessageDesk manage and automate much of this process. They’ll even keep track of who opts-in and out of your text messaging.

Check out our Complete TCPA Compliance Checklist and Guide for more information.

TCPA Compliance Checklist:

  • Conversational messages require implied consent.
  • Informational messages require express consent.
  • Promotional messages require express written consent.
  • Don’t purchase lists of phone numbers containing contacts who haven’t opted in.
  • Don’t use spammy technology like shortcodes, artificial voices or recordings.
  • When possible use a business messaging service that offers local 10DLC messaging.
  • Don’t text or call a contact before 8 am or after 9 pm, local time.
  • Don’t text or call anyone on the National DNC Registry.
  • Maintain a “Do Not Contact” list for all of your business contacts.
  • List your business name, message frequency, and applicable messaging rates when contacts opt-in.
  • Provide contacts with an “opt-out” like “STOP”.
  • If calling, disconnect if no one answers after 15 seconds or 4 rings, whichever comes first.
  • Don’t send messages pertaining to alcohol to non-age-verified numbers.
  • Don’t send messages with anything that’s graphic, hateful, violent, or confidential.
  • Stay aware of updates to messaging regulations.

Disclaimer: Please note that our advice is for informational purposes only. It’s not meant to substitute for advice from qualified legal counsel.

3. Short Code Texting vs Long Code Texting

Short codes and long codes give you two different ways to text. A short code is a 5 or 6-digit phone number like 222333. These numbers are a more expensive option used by larger corporations for high-volume, mass text message marketing.

For law firms and CPA practices, these numbers aren’t the best because they’re not conversational. Short codes only work for simple one-word replies (yes, no, etc.). They aren’t personalized with local area codes, and they don’t support voice calling.

Short codes used to be the only option for businesses to send texts to big lists of people. Now many text messaging services allow businesses to text customers using normal 10-digit phone numbers.

These are 10-digit long codes that are tied to local area codes.

The advantage of long code text messaging over short code text messaging is personalization and real-time conversation support. A long code allows you to text with clients in the same way you text your family and friends.

Short Codes (555-666) Long Codes (123-456-7890)
Great for high volume text messaging Less volume, but more personalized
Doesn’t support voice, only limited responses Full voice and conversational responses
More expensive and exclusive Less expensive and widely available

4. Text from a 10-Digit Local Phone Number

Why does texting from a 10-digit number matter? Clients respond more frequently to texts from known numbers with local area codes.

When you text clients using a local phone number, you’re starting a familiar, 1-on-1, conversational experience. This helps establish trust and, build loyalty.

Long codes help you build a more personalized customer service experience. A message that comes from a standard, 10-digit number feels like it’s coming from a person, not a bot.

Many text messaging services will allow you to text enable your existing phone number. This is the ideal situation for older, existing businesses with well known, established phone numbers.

Suggested Article: How to Select Your 10-Digit Phone Number in MessageDesk

5. Set up Call Forwarding

Not all information can be exchanged via text. Some sensitive information requires a phone call. MessageDesk and other messaging platforms make it easy for your clients to call your text messaging number.

With call forwarding, when someone calls your text-enabled 10-digit phone number, the call gets routed to a number of your choosing.

This works great for firms that prefer separate numbers just for texting clients and contacts.

Suggested Article: How to Set Up Call Forwarding in MessageDesk

6. Add Multiple Team Members

Having oversight of conversations across your firm may be important.

When it comes to appointments and scheduling, multiple firm representatives may need to see text message exchanges. Others in your firm may need to know what a client is saying. Especially for when they’ll be in the office or when they’ll pay their bill etc.

You’ll also want to message clients directly with updates and know that others in your office saw the response too.

You can’t accomplish this next-level text messaging without a business-grade text messaging platform. You’ll need support for adding multiple users to a single 10-digit text messaging number.

These systems give you and your firm accurate timely responses with oversight. Everyone can see and respond to text messages in your office and get the job done.

Suggested Article: How to Add Multiple Users in MessageDesk

7. Upload, Segment and Group Your Contacts

MessageDesk and other business text messaging apps help keep your client information ordered and actionable for better service.

When you run around from meeting to meeting, you’ll frequently need to access client info on-the-go. Keep in mind, not all client texting apps offer the same experience from any device.

Adding, editing, and updating client information from any mobile device and your computer is a next-level feature. Regardless, De-duplicating contact information, and syncing info across all platforms and team members in real-time leads to time-savings.

Upload Your Contacts

Many SMS platforms have built-in, guided CSV import and export features. Each makes it easy to upload and update client contact information.

Make sure you have a list of client names and mobile phone numbers stored in a spreadsheet as a CSV file. You’ll need this list before you start texting.

Suggested Article: How to Upload Contacts into MessageDesk

Segment Your Contacts

It’s essential that you organize your clients and contacts into lists.

You’ll also want to include additional attributes for clients in your CSV file. Things like name, email, and personalized notes. Many SMS text messaging platforms also offer custom fields.

These allow you to store unique data and organize clients in specific ways.

Suggested Article: How to Create and Edit Custom Fields in MessageDesk

Group Your Contacts

Once you have your client contact info uploaded, you’ll want ways to manually and automatically add clients. You can do this with simple static lists and more complex automatic groups.

Most text messaging applications will allow you to create simple lists by manually adding clients.

Other platforms like MessageDesk have smart groups. These automatically group clients and contacts together based on their attributes.

Suggested Article: How to Create Manage and Update Groups in MessageDesk