A few weeks ago, I wrote a post about how we’ve increased performance as a team and killed the internal emails…
And since then, we’ve really focused on how we can improve external communication too.
We use a few tools to serve our clients that play a variety functions… Here’s how we do it:
Our Client Helpdesk
We use a system to gather all the questions our clients have and collaborate as a team.
For this, we use Zendesk. A central mailbox where we can help our clients, call in other team members to help while it functions as a normal email system.
And the best bit? Zendesk allows you to report on analytics such as average response time (in hours) and number of tickets that each team member has answered.
You’ve also got a permanent record of all the support tickets for that person too.
Sign on the Line
There’s plenty of documents we need a sign off on.
After searching how we can do this in the cloud, we found DocuSign.
DocuSign allows you to upload the documents you need signed off and keeps it all online. Your clients on the other end can simply sign by clicking the link in the email they receive.
DocuSign also gives you statistics like the average time it takes to get a document signed. And here’s an incredible stat:
Over 50% of documents are signed in the first 24 hours (and over 93% within the first 7 days).
Compare that with traditional post, sign and mail back! Wins for everyone.
Visual over written
We use this really cool too (and another recommendation from our friends over at Practice Paradox).
The tool we use to screenshot or record short videos of our screen is Jing.
It comes in handy when we’re sharing with clients features or how-to’s in Xero and other cloud accounting software.
The cool thing about Jing, is that you can share a video or screenshot within a few clicks. And it’s even a great tool to use for training other team members too!
Face to Face, Online
When you’re meeting online, I feel it’s always best to still meet face to face where possible.
There’s a couple of tools you can use to meet with clients face to face online.
Nothing Beats the Old Fashioned
While we can get all caught up in effective online communication with clients, make sure you still pick up the phone – or go and grab a coffee.
When there’s so many firms offering a ‘virtual CFO’ service, you’ll stand out with that personal touch.