Business owners know that improving processes and workflows for customers and employees will allow them to optimize their growth. That’s why Broadly offers the best lawn care software to help companies streamline their business operations.

Get to know Broadly’s all-in-one software solutions for small businesses:

• Payments: A fast, reliable online payment processing solution
• Reviews: An app for growing online reviews to attract new customers
• Dashboard: Interactive reports for evaluating your overall business operations performance
• Web Chat: Real-time customer support right on your website
• Inbox and Team: Central inboxes to streamline communications with customers and employees all in one place
• Campaigns: A comprehensive customer management platform with drag-and-drop functionality, professional templates and automation for sending real-time campaigns via email and text messages

Learn more about our field service management software and see how we can partner with your lawn care company to take your small business to new heights.

Maintain online reviews

There’s no denying the power of word-of-mouth. Positive customer reviews enable small businesses to gain visibility on social media and search engines to encourage potential new customers to book lawn care services.

That’s why our Reviews software solution is one of our most popular apps. With Broadly’s Reviews, service companies can:

• Send instant review requests to customers via email and text messages
• Get more customer reviews on top channels like Facebook and Google

Cut to the chase with fast online conversations powered by Web Chat

Gain new customers. Reduce resources spent on customer support. Streamline job management. Optimize your business operations. All with Broadly’s Web Chat service.

• Add our user-friendly chat widget to any page on your website
• Start instant, online conversations with new customers and returning ones
• Engage website visitors whether they’re on an Android, iOS, Mac or PC device
• Start the intake process for new work orders
• Spend less time on customer support calls and emails
• Collect customer information for your CRM

Some of the benefits of adding a web chat service to your website include:

• Increasing leads by 4–8X
• Driving website visitor engagement by 10–50%
• Reducing costs related to customer support by 20–40%
• Increasing conversions and business growth by 20%

Manage social media comments and reviews in one place

Keep up with new messages, mentions and reviews from Google, your website and social media channels all in one easy-to-use platform. Broadly’s Inbox allows you to:

• Streamline customer support, job management and customer management
• Collaborate as a team, picking up where another colleague has left off
• Never let a message slip through the cracks with real-time notifications of incoming customer feedback and questions
• Keep track of all customer interactions in one central inbox

Use email campaigns and text messages to convert leads and nurture relationships

In search of a customer management platform or CRM for lawn care companies tailored to service providers like you? One of our many popular small business management software solutions, Campaigns, is a powerful solution for engaging both new and existing customers.

For new customers, you can send promotions, deals and special offers to encourage that very first lawn care service booking. For existing customers, you can optimize booking workflows with automated job scheduling notifications and post-lawn care service follow-ups.

Our tools allow small businesses and service businesses to streamline customer management when sending email and SMS messaging campaigns.

The top features that lawn care professionals love include:

• Drag-and-drop functionality
• Professional templates
• Android and iOS mobile apps available for managing campaigns on the go
• Workflows to have automated job scheduling, online payment and customer support follow-ups sent in real time

Communicate with your team of lawn care professionals

Keeping up with messages across platforms is a full-time job, but it doesn’t have to be. Empower everyone within your lawn care company to save time with one single communications inbox, Team. Plus, motivate your all-stars to bring their A-game every day.

• Streamline collaboration workflows
• Improve customer management and job management
• Get a clear picture of team performance across the customer experience
• Reward top performers within your lawn care business

Send invoices with just one touch

Spend less time tracking down client payments and more time growing your business with Broadly’s go-to online payment processing platform, Payments.

Why landscaping businesses love our Payments functionality:

• Receive mobile payments via clients’ Android or iOS mobile devices without customers having to download a mobile app
• Accept your customers’ preferred payment methods (credit card, debit card, etc.)
• Use our professional invoice templates to automatically send online payment reminder notifications via email or text messages to your customers
• Personalize your invoices with customer information and details from your work orders
• Integrate with your favorite accounting software, such as Quickbooks

Manage your online presence with Broadly

Broadly’s comprehensive solutions will help your small business thrive. Streamline operations, communications and marketing efforts with our user-friendly tools. Our team of experts can also help you build a modern, mobile-friendly website optimized for SEO and features web chat functionality.

See for yourself why we are a trusted partner of small businesses and business owners, including plumbers, HVAC companies and lawn care providers.

The post Online review and team management for lawn care professionals appeared first on Broadly.

• Streamline the intake process for new work orders
• Optimize job management
• Automate customer management and marketing efforts
• Strengthen collaboration among back-office staff, field technicians and the entire team
• Get more electrical service bookings
• Improve your team’s responsiveness
• Enhance the customer experience

Broadly is the best all-in-one small business software for your electrical contracting business. Here is the full lineup of our electrician software solutions:

• Reviews: Get a clear picture of your service company’s customer experience

• Web Chat: Save time on service calls with real-time customer support right on your website

• Teams and Inbox: Streamline external customer communications and internal employee communication workflows with shared platforms for conversations and collaboration

• Campaigns: Take advantage of our complete customer management software to automate your marketing efforts

• Payments: Get paid for finished jobs even faster

Looking for electrical contractor software you can access from your mobile device? No problem. We offer iOS and Android mobile apps for electricians on the go and field technicians working on job sites.

Monitor and manage online reviews

One of our most popular electrician marketing software solutions, Broadly’s Reviews empowers electricians to:

• Get more customer reviews on websites like Facebook and Google, an effective strategy for attracting new customers and getting more work orders
• Automate the process of sending review requests in real time, immediately after a home service is complete
• Save time on monitoring and responding to customer reviews with online customer feedback from across channels in one central platform
• Uncover key customer experience insights to understand what factors are having a positive or negative impact on the company’s online reputation

Web chat makes it easy to spark conversations

Add Broadly’s Web Chat service to your website and watch your customer experience and conversions soar. The benefits of web chat services are clear: These tools can help increase leads by 4-8X, website visitor engagement by 10-50% and conversions and growth by 20%.

The home service providers we partner with use Web Chat to:

• Connect and engage with website visitors across desktop and mobile devices in real time
• Collect important customer information for customer management and marketing efforts
• Initiate the intake process for new home service work orders
• Spend less time on customer service calls

A single platform for customer interactions

If your electricians, back-office staff and field techs have a hard time keeping up with incoming messages and customer reviews from your website, Google and social media channels, then you need Broadly’s Inbox.

As the name suggests, this field service management software solution is a central home for all customer conversations from various sources.

• Improve the responsiveness of your electrical contracting business on social media channels and review platforms
• Spend less time trying to keep track of customer conversations and more time on other important activities like project management and electrical estimating
• Maximize the customer experience by improving how quickly and efficiently your entire team responds to customer support conversations across channels
• Enjoy the peace of mind that you won’t leave a customer hanging with real-time notifications for every new message, mention or review

Follow leads via curated email campaigns and SMS messages

Scale your customer management efforts as your business grows with Broadly’s Campaigns. This marketing tool is a go-to for electricians who want to keep new and existing customers engaged over their lifetimes. In addition, our platform can:

• Send best-in-class email and SMS messaging campaigns that drive new electrical service bookings
• Automate customer outreach with professional templates and user-friendly workflows
• Deliver emails optimized for mobile devices, iOS and Android

Your entire team’s communications in one place

Keep everyone, from field techs to back-office staff, on the same page with Team, a powerful shared communications and collaboration platform from Broadly.

• Stay on top of customer management and job management together
• Understand how the entire team is performing on measures of customer experience
• Motivate and incentivize your all-star employees

Send mobile payments once the job is done

Get paid on time with Broadly’s convenient local business payment solutions platform, Payments. Our platform allows you to accept your clients’ preferred payment methods, including credit cards and debit cards.

Use our professional invoice templates to request timely payments via email and SMS payment reminders and personalize your invoices with the individual’s customer information and job details. Plus, with Quickbooks Online and Quickbooks integrations, you can enjoy stress-free bookkeeping.

Seamless client and team management with Broadly

Broadly is a trusted partner to contractor businesses, including electricians, electrical service providers and electrical contracting businesses. Our tools help you achieve success by streamlining communications, workflows and marketing efforts.

Get started with our user-friendly electrical software solutions today.

The post Client and employee management software for electricians appeared first on Broadly.

At Broadly, we pride ourselves on offering the best plumbing software for small business owners and plumbing contractors, including:

• Plumbing marketing technology, a comprehensive solution with user-friendly, drag-and-drop features for keeping track of your most important customer information
• A complete customer history of campaign engagement
• A local business payments solution for sending online invoices and accepting mobile payments
• A shared inbox for internal collaboration and streamlining external communications
• A web chat service to enhance your digital presence
• Interactive dashboards for keeping tabs on your plumbing company’s overall performance

Online review management all in one place

Broadly offers two powerful tools for customer management. With Reviews and Dashboard, you can see what customers have to say about your plumbing business on Google, Facebook and other review websites.

• Monitor team performance across the plumbing company to see how each individual impacts customer satisfaction and customer experience
• Respond to real-time customer feedback in the moment
• Assess how your plumbing business compares to other services providers within the plumbing industry

Fast responses made easy with web chat

Add our user-friendly Web Chat service widget to any page on your website to streamline your online customer management and communications with your plumbing leads.

• Improve your company’s responsiveness and customer satisfaction by immediately connecting customers with questions to your plumbing company’s dispatching team and office staff
• Get real-time notifications on new inquiries
• Automate the intake process for new work orders using customizable templates to instantly respond to customer messages
• Educate customers about your home services

Curate email and SMS campaigns for your plumbing services company

Searching for a solution designed for plumbers like you? Get to know Broadly’s Campaigns for email marketing and our marketing automation platform for SMS messaging campaigns. With Broadly, you have the tools you need to educate potential customers and develop lasting relationships with existing customers.

• Keep track of your customer history, including customer information and engagement metrics
• Use our drag-and-drop editor to create and send engaging email and SMS campaigns directly to your customers’ mobile devices
• Integrate with scheduling software to send appointment confirmations and reminders for new jobs
• Follow up with customer satisfaction and customer experience surveys after service appointments
• Automate plumbing invoicing by sending mobile and online invoices over SMS or email, including personalized customer information and job details

Team and customer communications done right

Staying on top of messages across channels can be a full-time job, especially for plumbers with an active business and a steady stream of customer messages coming in every day.

Keep your plumbing business’s internal and external communications humming with Inbox and Team, two plumbing service software must-haves for strengthening internal collaboration, external customer communications, employee engagement and customer satisfaction.

• Give your team the tools they need to respond to, manage and keep track of customer conversations from Google, Facebook or your plumbing company’s website, all from one app
• Monitor team performance using direct customer feedback from social media and online reviews about your plumbing service providers
• Incentivize top team members who deliver the best customer experience to keep the momentum going
• Consolidate team communications with a central inbox for your dispatching team, plumbers, techs and office staff
• Optimize team workflows and enhance the customer experience by collaborating better together with shared tools
• Provide your team with a complete customer history of interactions with your plumbing business to keep everyone on the same page

A seamless way for clients to pay

The faster you get paid, the more control you have over your profitability. That’s why plumbers and other service providers love Payments, our user-friendly invoicing platform.

• Automate the process of sending email and SMS invoices in real time after a transaction is complete
• Add your customer information to our customizable invoice templates to personalize your outreach
• Receive mobile payments from customers with Android and iOS devices, without your customers having to download a mobile app
• Accept convenient payment methods for your plumbing jobs, including credit card and debit card transactions
• Get peace of mind with our Quickbooks Online and Quickbooks integration

Manage your online presence with Broadly

Get a free demo of our plumbing software and see for yourself how Broadly helps plumbing contractors and plumbing service providers optimize their business. You’ll get to know our plumbing service software solutions — including our marketing solutions, customer management tools and invoicing platform — and discover how we can help you:

• Optimize job management
• Elevate your plumbing company’s digital channels
• Streamline team workflows among field technicians, office staff, dispatching team members and management
• Maximize customer experience and customer satisfaction
• Improve your overall profitability

Our functionality is compatible across desktop devices (Macs and PCs) and mobile devices, thanks to our iOS and Android mobile apps.

The post Online review and team management for plumbing businesses appeared first on Broadly.

That’s why shop owners need to ensure a positive online presence that generates solid leads and a top-notch customer experience so existing customers keep coming back. And there’s one thing that sets leaders in the automotive industry apart from the rest — investing in the right shop management software.

Looking for the best auto repair software and auto repair marketing technology for your company? Broadly’s all-in-one auto shop management software solution offers key functionality to help shop owners like you save time, including:

• Best-in-class customer messaging technology to streamline your customer outreach
• Powerful templates and workflows to automate your auto repair shop’s marketing and make it possible for your team to go paperless
• Real-time notifications about your customer experience and how your shop compares to your competitors within the automotive industry
• Easy invoicing software solution for sending online and mobile auto repair invoices and accepting payments via credit card and debit card with integrations with platforms like Quickbooks

Best of all, our auto shop management software works across devices. We offer mobile apps compatible with iOS and Android for shop owners and team members working on the go.

First impressions are everything for auto repair shops

One of the most popular apps of our all-in-one auto repair software solutions, Broadly’s Reviews helps shop owners drive new business by increasing reviews on Google, Facebook and other sites.

With our software, you can automate the process of requesting customer reviews via email and SMS messaging to attract new customers via positive word of mouth on social media and review websites. This is all while saving time on online engagement since it’s much easier to monitor and respond to customer reviews from one app.

As a companion shop management software app, Broadly’s Dashboard‘s functionality gives owners the ability to:

• Keep tabs on customer feedback, sentiment and loyalty
• See how the team is impacting customer experience and other metrics
• Evaluate overall business performance across critical KPIs

Get faster, easier conversions with web chat messaging

Generate 2X more qualified leads right from your automotive repair shop by responding immediately to potential customers reaching out for repair information with our Web Chat service. Web Chat lets you:

• Field customer inquiries in real time
• Automate the intake process for new work orders
• Educate potential customers about your services
• Encourage appointment scheduling using templates
• Collect user contact information for your CRM and future marketing outreach

One home for all customer interactions

Communicate with clients and leads from your website, Google and Facebook Messenger all from one place. Keep track of all your automotive shop customer communications with Broadly’s Inbox app, making it easier to view, manage and respond to customer conversations.

From service history, car repair orders and appointment scheduling messages to inquiries about ordering parts, you can keep track of your prospects and regulars all in one user-friendly shared inbox for the team.

• Use templates to create, store and use messages for responding to incoming customer requests
• Get real-time notifications of new messages from prospects and clients
• Streamline workflows among the team with one shared inbox everyone can access

SMS messaging and email campaigns for following up on auto repair leads

One of our many auto repair shop software apps, Campaigns empowers car repair shop owners like you to:

• Execute on your auto repair shop marketing plan and keep customers engaged using email campaigns and SMS messaging campaigns

• Educate customers about your services
• Get more appointments and orders by informing your email and SMS subscribers about upcoming specials and promotions for OEM parts and services
• Automate campaign workflows for sending appointment scheduling confirmations and reminders
• Keep customers informed about the status of their work orders, such as if there will be delays due to ordering parts
• Update customers about digital vehicle inspection findings and diagnostics testing results
• Deliver auto repair invoices the moment a transaction is complete

Fast and seamless team communications

Broadly’s user-friendly Team app enables shop owners and the entire team to work together from one inbox:

• Manage customer communications and interactions in a shared, centralized place
• Keep track of team performance based on customer feedback and reward top performers on the team
• Consolidate team member and customer communications in one spot to enhance the employee and customer experience

Get payments faster with mobile invoicing

Auto repair shops use Broadly’s Payments as a convenient and contactless way for customers to pay their auto repair invoices.

• Send mobile invoices via text messaging or email using our professional invoice templates
• Allow customers to pay directly from their Android or iOS mobile devices without needing to download a mobile app
• Accept credit card and debit card payments for your customers’ convenience
• Get paid faster and save time
• Improve the customer experience with user-friendly invoicing
• Add automated review requests to your auto repair invoices workflow
• Use our invoicing software with other key tools, such as Quickbooks Online

Accelerate your auto shop’s growth with Broadly

No matter what types of automotive repairs you specialize in, we can’t wait to team up with you. We’ve designed our repair shop management software to enable shop owners like you to improve your online presence, optimize your customer messaging and elevate the customer experience.

Want to see our shop management software in action?

The post Online client and team management for auto repair shops appeared first on Broadly.

When it comes to growing your general contractor business, it’s not just about good customer experience or quality service offerings. Email marketing keeps your potential customers and regular customers up-to-date on how you can meet their needs. To deliver strong email marketing campaigns, you need a construction company email list.

Tip: Business email addresses are more credible and professional. Subscribers are more likely to open the message if they know your email content is business related.

Why is building an email list important?

Building a contractor’s email list is vital because it helps you keep in touch with past customers in the construction industry or even real estate developers that could give you new business. Building an email list is a better marketing strategy than collecting mailing addresses for direct mail marketing campaigns.

Here are three other reasons building an email list is critical.

Building an email list is the beginning of a relationship

It’s easy for customers to follow an account on social media or even connect on LinkedIn. However, if you want engagement that can lead to new business or returning clients, building a marketing list can take you to the next level.

If someone is willing to give your business their contact information, phone number, job title or email address, then you have an interested customer. Email marketing campaigns are a great way to start the relationship and welcome them into your client base.

Email lists are the best way to keep customers engaged

Marketing through an email list is a great way to keep customers updated on any specials your company is running and any work you’re doing. They view these emails as an opportunity to learn more about your general contracting business and trust your brand.

Effective email marketing campaigns can lead to referrals or new business from construction professionals, real estate agents or decision-makers in the construction industry.

Email marketing matters

Email marketing campaigns are proven to help businesses grow. They are stronger marketing strategies than social media and direct mail because of the more intimate relationship you build with your customer through an email message that can be customized for their needs.

How do I create an email mailing list?

Creating an email list is easy and affordable for general contractors and construction companies. Once you build your company’s email list and determine your marketing campaign deliverability, you can find business success.

1. Determine your target audience

Before you build your construction email database, you want to figure out what type of customers you want to email. This is critical because your message will vary accordingly.

What category of building construction is your company in? Does your construction company focus on flips or rebuilds? Are you marketing to homeowners or other construction companies?

Depending on the type of construction or home improvement work you do, you may be reaching out to roofing professionals, electrical contractors, interior designers or plumbing contractors. Get their email address at trade shows, networking events or as a referral to start the customer relationship.

2. Create an email marketing strategy

Now you’ve got their email address, how can you keep them engaged and make the most of your email marketing? Consider a weekly newsletter featuring promotions and ongoing construction projects or repairs. Employee stories about their background and experience can also make all the difference in building customer relationships.

3. Choose your email marketing provider and set up an account

To implement your email marketing strategy, you will need an email service provider that can reach your subscribers’ inboxes. There are several things to consider when choosing your email provider. Determine the following items to select the best email service provider for your construction company or general contractor business.

• Integrations make your ability to do lead generation, send emails and organize contact information easier. Your provider should have integrations with software your construction company already uses.
• Deliverability is how fast a provider can send an email to your subscribers, whether scheduled for the future or in real-time. This is critical if you send out urgent information or flash deals.
• Analytics help you determine the success of your construction marketing emails, including the conversion rate and which email content your subscribers are responding to or engaging with the most.
• Fees are charged as a monthly or annual subscription by email marketing providers depending on factors like list volume and estimated number of emails sent. Budget accordingly as your email list grows and needs to scale for weekly or monthly emails.

4. Add a “subscribe” option to your website, landing page and other marketing materials.

So you’ve got an email list and a provider to really get your construction company’s email marketing strategy going. As you work to keep building your email list, consider adding a pop-up for new website visitors to subscribe. You can also create a landing page to collect contact information from more qualified leads.

Tip: Getting a customer’s contact information should not be taken for granted. Incentivize customers to subscribe to your email list with a free consultation or project estimate.

5. Create a “welcome” email for new subscribers.

Keep it simple and use a high-quality template from your email service provider to create a professional welcome email message for new subscribers. This email typically goes out automatically as people subscribe to your email list or on a weekly basis to the newest subscribers for that week.

This is an example of why deliverability is crucial. You want to make sure your subscribers receive the email in a timely manner.

6. Send out your first newsletter or email message

Of course, you will want to welcome new subscribers to your email list with a message, but what happens after that?

Depending on your marketing strategy, you’ll want to send out an email to your subscribers with content relevant to your business, the home improvement or construction industry and your geographic location. This type of information should keep your subscribers engaged and up-to-date on your company.

Tip: Have a call-to-action (CTA) in your emails that asks your subscribers to email you back directly. This empowers your customers to speak with you and embrace your brand.

7. Create a referral incentive for subscribers on your email list

Develop special offers just for subscribers that forward an email as a referral. This is a win-win for the referrer, the receiver and your business. When you ask your subscribers to share your business emails with potential customers, this could result in a new subscriber and new business for your general contractor company.

Grow your business with Broadly

Building your email list is the first step to executing your email marketing strategy and getting new business for your construction company. Broadly can help you make the most of your email list, home service marketing campaigns and overall customer experience.

Reach out to Broadly to get started on advancing your business’ online presence today. We help thousands of companies like yours get new customers and keep them coming back.

The post Building an email list for home builders, remodelers and contractors appeared first on Broadly.

Purposeful communication among team members leads to increased productivity, optimized workflows and higher morale among colleagues who feel connected to their fellow coworkers.

How can small business owners improve team communication?

Take a moment to assess the internal communication tools currently used at your company. Identify particular features that prove especially useful for your small business and any areas for improvement. 

This analysis will help you recognize existing limitations and search for an appropriate solution. For example, perhaps one of the team communication tools you’re working with at the moment could benefit from better task management or file sharing functionality. 

To establish a successful plan to enhance employee communication, consider the company culture as well. It would be difficult for staff members to do their best work in a highly stressful and unengaging environment. Foster a productive workspace by encouraging a steady communication style and sharing wins, such positive customer reviews. 

In addition, consistently requesting feedback from employees and actively implementing suggestions can be a game-changer. When individuals and teams understand their input and satisfaction matter to the organization, they can perform better not only in the short term, but over the long run. 

Also See: Why is communication important in business?

5 effective team communication solutions

Whether you operate a home repair business, pet daycare, and auto repair shop, each type of company has unique needs and challenges when it comes to internal communication. Staying connected with field techs and regional store managers can become difficult if multiple time zones are involved. 

Despite the differences across industries, there are basic guidelines on best practices for team collaboration and communication. 

1. Take advantage of user-friendly communication platforms

Many successful teams at organizations of all sizes use video conferencing and instant messaging (IM) software such as Zoom, Microsoft Teams, Slack and Skype. These mobile apps boast additional features, including custom notifications, screen sharing and group chat, which make it easy to collaborate as a team, especially in remote work. 

Plus, with the capability to integrate with Google Calendar, Dropbox and other collaboration tools, real-time video chat and IM software allow staff members to effortlessly share files and work together on projects from anywhere. Many of these apps are free, and the pricing for premium versions is reasonable for local businesses.

2. Create and update internal documentation

Maintain consistent business communication among staff with updated documentation shared internally. Lay out clear protocols, such as whom to contact for issues regarding IT or customer service, to reduce confusion and redundancies. 

It may also be helpful to create an organizational chart and process flowcharts, so team members can seek out proper points of contact in a specific department.

3. Establish an agenda for one-to-one and team meetings

With a clear agenda, meetings will stay focused and on track, whether it’s one-to-one video calls or a conference among department heads. Share agendas as editable docs on Google Drive ahead of the meeting, so team members can review and add any relevant talking points, such as a new product launch or an upcoming email marketing campaign. 

4. Celebrate milestones and weekly wins

Recognition of a job well done goes a long way in promoting a supportive company culture. Grow your small business by creating a positive workspace. Plus, when an organization encourages employees to share wins and progress on projects they are proud of, this boosts team spirit and transparency within the organization. 

5. Build morale with monthly all-hands meetings 

Especially for a small business with remote teams, all-hands meetings give staff members a chance to communicate with fellow coworkers they may not interact with regularly. Additionally, an all-hands meeting presents the ideal opportunity to spread the good news about weekly team wins. 

What are the benefits of implementing strong team communication?

From video calls on Zoom to instant messaging on Slack, collaboration software improves daily workflows and bolsters employee engagement. Small businesses will enjoy greater productivity and efficiency among team members. As more companies move toward supporting remote work, team communication solutions make teamwork and collaboration a breeze.

Let Broadly help improve your team’s communication

Simplify the process of tracking team performance based on customer feedback with an all-in-one communication platform by Broadly. Take advantage of Broadly’s intuitive internal team chat functionality, which consolidates business communication onto a single user-friendly platform. 

Promoting efficiency and transparent communication, Broadly streamlines project management and collaboration, whether team members work remotely or convene at an office regularly. Plus, the pricing structure for Broadly’s software solution suits the needs of any small business. 

The post 5 Solutions to improve team communications for small businesses appeared first on Broadly.

Team chat apps are essential for remote teams or team members who need to collaborate on projects. If you’re tired of drowning in lengthy email threads and ready to facilitate improved communication and workflow, don’t delay. 

Here’s why you should implement a team chat app for your small business as soon as possible. 

What is a team chat app?

Team chat apps provide the functionality of instant messaging apps along with powerful collaboration features and task management tools. They often support multiple modes of team communication, including private messaging, group chat, audio/video calls and file sharing. 

Team chat apps facilitate routine communications, such as assigning tasks, providing feedback, and integrate with a variety of commonly used business apps such as Google Drive. 

Pricing for team chat apps varies widely, but is often based on the size of your team. Some platforms offer a free plan, but typically with limited features. 

Reasons you should consider a team chat app for your business

Streamline communication from anywhere

Whether you have team members working remotely or out in the field, you’ll be able to communicate with them in a variety of ways. Email is overkill when messages are short and sweet. Group chats quickly get everyone on the same page, even if you’re not all in the same place. 

Most team chat apps even allow team members to respond from their mobile device. These apps also make it easy to keep internal and external communications separate and to differentiate between individual and company-wide communications. 

Facilitate collaboration between team members

Team chat apps support team collaboration and project management by allowing team members to assign tasks to one another, share links and files, brainstorm solutions in group messaging, provide project updates, or use screen sharing or video conferencing to get stakeholders on the same page. 

Decrease distractions and interruptions

Team messaging apps minimize distractions by allowing team members to respond to notifications in their own time. Instead of bugging someone in person or by phone while they’re busy, you can use direct messages to communicate at a time that is convenient for you, without worrying about the other person’s schedule. 

Some chat tools also show your time zone or if you’re in a meeting or with a customer, so other team members know why you’re not responding right away. 

Organize information for easy access

Team messaging platforms allow you to search your message history, find old video meetings or voice messages for reference and pull up company docs. You can use a team chat app as a file storage solution as well. Most team communication apps are much easier to navigate than an email inbox. 

Improve team engagement 

Team chat apps allow for brief communication through emojis and gifs, which can go a long way in relationship building and making employees feel like they’re part of a team. It’s especially important for teams that get little face time. A quick social video chat between co-workers can replace chatting at the water cooler and helps improve rapport across your business. 

The best teams also use feedback to boost employee productivity. Team chat apps make it quick and easy to provide employee recognition. Broadly’s Team Chat app allows you to track employee performance based on customer feedback, so you can recognize and reward top performers with ease. 

Why it’s important to adopt a team chat app quickly

A 2019 study revealed that 91% of businesses use at least two messaging apps — and for good reason. If you don’t get your team on board with using a team chat app, not only will you risk disorganized and inefficient communication, but you also might see your customer service fall through the cracks. 

In industries where customer reviews drive new leads, it’s especially vital for team members to work like a well-oiled machine. If team members can collaborate more effectively, your business may even be able to handle more customers without hiring additional employees. That’ll increase profits alongside customer satisfaction. 

Win more business with Broadly

Broadly offers a robust Team Chat app with advanced features designed to enhance collaboration, communication and engagement. It promotes teamwork and your employees will always be on the same page

Broadly is an all-in-one solution for service-providing businesses to manage their marketing processes and grow their online reputation. 

• Campaigns: Launch SMS and email marketing campaigns that deliver results
• Website: Create a modern website where customers can learn about and easily book your plumbing services
• Web Chat: Answer customer questions instantly on your company’s website
• Reviews: Get more online reviews, referrals and testimonials

Schedule a demo today and see how Broadly can help your business flourish.

The post 5 Reasons why you need to adopt a team chat app quickly appeared first on Broadly.

There are many ways that text-to-pay benefits consumers, small businesses and larger enterprises. For one, text-to-pay empowers companies to offer a seamless customer experience with fast and efficient payment processing. Learn how text payments can help grow your small business.

What is text-to-pay?

Also called short messaging service (SMS) payment, text-to-pay is a payment method that allows consumers to use the text message feature on their mobile devices. 

Consumers can quickly complete payments without having to deal with the hassle of making phone calls or recalling account information like a username or password.

Text-to-pay: How it works

When first-time customers opt into a company’s text-to-pay service, they will be prompted to enter their payment information using a credit card, debit card or bank account information for electronic withdrawal (ACH). After this initial setup, the company will maintain a record of the payment information, which is tied to the customer’s phone number.

Then the customer can continue to use text payments for future transactions. They can also receive business text messaging and payment reminders from the company. 

Why should a small business embrace text-to-pay?

Text-to-pay provides a streamlined payment system for companies of all sizes, especially small businesses. Text-to-pay is simple and fast, boasting several advantages for the customer and your business.

SMS payments create a better customer experience

Text-to-pay is one of the most convenient payment options for contactless transactions. Customers only need to enter their bank account or card information once when they initially enroll in a company’s text-to-pay service. This saves the customer a lot of time next time they want to make a payment to your company.

Plus, with a customer’s contact information saved on file, a small business can send bill payment due date reminders or SMS text messages about special promotions or sales. 

Your business can receive payments faster

Text-to-pay is better for your business, too! It offers a payment solution where a small and midsize business can collect receivables in a timely manner. The open rate of text messages is up to 98%, so it is highly likely your customers will see your payment reminders.

After all, missed or late payments can create financial problems for SMBs (small and medium businesses) with less liquidity, affecting cash flow and the bottom line. 

Text-to-pay simplifies business invoicing

Small businesses using text-to-pay can take advantage of paperless billing, promoting an environmentally sustainable business model. 

In addition, you can more easily maintain and organize their electronic record of payments and receivables. As a result, the accounting department at your small business may not require additional staff members to carry out administrative duties, reducing overhead costs.

Use social media marketing to reach new customers

A small business first needs to attract customers before getting them to opt into their text-to-pay service. This is where social media marketing plays a crucial role. 

From Facebook, LinkedIn and Twitter to Yelp, TikTok and Instagram, a wide range of social media platforms can help you bring in potential customers. Deciding on which social media accounts to create and maintain on a daily or weekly basis depends mainly on the products or services you offer. 

For example, a home service provider could gain followers on TikTok and Instagram by posting short videos of their offerings. Likewise, if they added high-quality images on Yelp and Facebook, the visuals may bring in new customers who are curious about their services.

Market your business with Broadly 

Broadly can streamline the process of setting up text-to-pay so you can start accepting mobile payments. Whether you need to provide financing options for your customers, or you want to improve your online presence and increase customer reviews across different platforms, such as Google reviews, Broadly has you covered. 

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The demands on customer service representatives are varied. From product or brand questions during the buying decision to issues with goods already delivered.  Good customer service management requires rapid response and satisfactory answers. 

This means having an available help desk where customers want attention. In a 24/7 digital landscape, this can be tricky, for a small or local business. How many small businesses can afford a 24/7 contact center?

The answer is to make communications – and excellent customer service – as easy as possible for both you and your clients. Businesses that use several online and offline marketing methods have a 91% better year-over-year retention rate compared to businesses that don’t.

The primary channels where customer service communications are carried out have changed. Ten years ago, the answer was phone and web forms/email. Today, we have more effective omnichannel communications. We can communicate with customers in the way they feel most comfortable, provide better, more personal customer service, and build a solid reputation for customer care.

6 Effective ways to communicate with customers

1. Phone calls
2. Text messaging
3. Social media
4. Web chats
5. Email
6. Engaging with customer reviews

Small business owners often have to do many things at once, like providing customer care while doing fieldwork. Smartphones are a benefit to small businesses; a tiny, hand-held omnichannel communication center that allows you or your sales team to answer a phone call, text, or email and access customer information on the spot, all without breaking your workflow.

No matter how a customer contacts you, the faster you can respond, the more likely you are to boost customer satisfaction, close the sale, and retain the business. 

Quick response times are the biggest factor determining your customer service success.71% of customers who encounters great response time are recommending that specific brand to other people. People want answers NOW. Having to wait for responses leads to them taking their business elsewhere. Great customer service managers know that being available 24/7 is essential. 

Good old fashioned phone calls

There are instances where speaking on the phone is preferred. The older generation prefers to communicate this way. Some issues are best handled with a sympathetic voice. Physically hearing the words that their concerns are valid puts disgruntled customers at ease and very quickly defuses a tense situation. Taking the time to call a customer with a service resolution reaffirms that they and their business are important to your company.

Calling also offers a chance to ensure all needs are met. A personal touch leaves customers feeling satisfied that they’ve been heard and their issues resolved. Concluding a conversation with “Is there anything else I can help you with today?” gives the customer an opportunity to bring up any other questions or doubts they may have.

Mobile text messaging

Text messaging is one of the greatest changes in customer engagement. It is now the #1 preferred form of communication. Follow up texts increase conversion rates. Three or more texts can increase conversion by more than 300%.

Open rates for text messages (98% open rate) are much higher than that of emails (20% open rate), and this directly corresponds to higher sales conversion rates. Customers want and appreciate updates and reminders via text. Appointment slots can be confirmed and new services advertised. 

Automated prompts send welcome texts. News, updates and offers sent to targeted customers inform them of business events, and personalized invitations using their name validates their knowledge that you care about them as an individual. 

When using the Broadly Mobile app you can speak directly to your customers when they want and how they want, using their favored platform, whether that’s text or email. All interaction is visible for every customer service agent to see in real-time. No delays mean no one is left out of the loop. If the agent the customer dealt with previously is busy, another agent can step in seamlessly without missing a thing. Faster response times mean problems get solved faster, which can increase customer satisfaction and build customer loyalty.

Web chat customer service

Self-service is great, but when customers come to your website looking for answers, webchat delivers a more satisfying response than searching through an online knowledge base. Visitors get a friendly greeting and instant access to your complete knowledge base without the search delay. Your customer service agent is available precisely when the customer needs them, and customers love the instant response time. 

The immediate nature of web chat makes resolving customer issues extremely efficient. It’s easy for an agent to build rapport and make the customer feel valued. Encouraging yourself and your team to respond to customers who reach out via web chat as quickly as possible, within one minute, will ensure that your customer is satisfied. Broadly’s webchat service is one of our most popular features.

Email customer service

Using email is still a popular choice among all age groups. Marketing email headers must be personal, brief and to the point to encourage the click to open. 

Email campaigns targeted at select groups are straightforward to set up and simple to manage. 

Data collected from these campaigns show which leads are more likely to be converted to sales, so you can concentrate your energies where the best returns are found. 

It is essential that all email inquiries are met with a quick response. Delayed response times often end in the customer taking their business to your competitors. Give the customer control over which channels are used for replies by choosing phone, text or email. 

Email makes it simple to attach links and extra care can be applied for difficult situations. Webchat can be used in conjunction with email by sending the customer a copy of the conversation for future reference. 

Ask for reviews

It is important that every time a sale is successfully concluded, an opportunity to submit a review of the product and service is offered. People take reviews very seriously and will read several review platforms before coming to a final decision to purchase. 

Reviews sway potential new customers, so you want your reviews to be positive. Prioritizing your customer service helps you secure top grade reviews. Any less than stellar reviews should be met with understanding and sympathy. Use these to improve your service procedures and let unhappy customers know you care so much you’ve changed the way you do things. 

Responding to reviews shows you care about the customer experience well beyond the close of the sale. 

Positive reviews are more convincing than anything you can say about yourself. Encouraging reviews is essential; you won’t get reviews unless you ask – and make it simple for them to answer. 

The best time to ask for a review is when your customer’s emotions are at their highest. Encourage your customers to provide feedback as soon as possible after a service is completed.

Following up within 24 hours will help increase your likelihood of a response and a review. Prompt them to take a moment to tell you how you did, and what you could do better. If they haven’t already signed up for emails and text communications, now is the time to ask them. Let them know they’re helping you out and that you greatly appreciate their time.

Broadly can help with gathering reviews from Google, Facebook, and other online sites, making it easy for you to monitor. We also make it easy for the customer to leave reviews with a one-click review system that’s simple and quick to use. 

Impact of great customer service management on your local business

Strong and healthy customer relationships are what all businesses strive for, and small and local businesses are particularly good at it. Gaining new customers and maintaining customer retention rates rely on the happiness of customers. Ensuring their experience with every team member is satisfactory – or better – creates loyal customers who return because they know your company values them on an individual level. 

If a customer has been left feeling less than satisfied, turn that into a teachable situation. Use the experience to further train your customer service team and work on improving interactions. A disgruntled customer can be won over with the knowledge that their misfortune has been used to ensure no one else ever has to deal with the same problem.

Excellent customer service adapts to meet customer needs

Communication between all members of the sales team, from initial contact right through to sales closure, is vital. Customer data and other relevant information must be available to anyone involved in customer interactions, at every stage. This provides quicker problem resolution and leaves the customer feeling supported. An outstanding customer service team known for excellent customer care is the most valuable asset any business could have. 

Take advantage of upsell opportunities

Customers who know they are valued are influenced by the agents they’ve formed a relationship with and are prime opportunities for upselling. A local bakery might ask, “And what else can I get you?” every time they fulfill an order. It’s easy for a customer to increase their order without seeming indecisive. The customer knows it’s acceptable to add more because it is expected that they’ll want more.

Upselling doesn’t mean trying to sell every customer the most expensive option. It’s about making sure all expectations are met, and offering further solutions where available. It’s an opportunity to make sure the customer is not only satisfied but delighted with the products and services they have received. The opportunity to increase the sale value then benefits both the company and the customer. 

Customer service management is evolving with the times, but it is rooted in the friendly greeting from a corner grocer. No matter how advanced technology gets, humans will still value personal attention, good service, and fast response, and they will still trust the brands that deliver. Broadly will help you build that trust.

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Before getting started, it’s critical to establish goals for your organization chart (also known as an org chart) to help you decide which type to use and what information to include.

Does my small business need an organization chart?

You know who everyone is in the business, what they’re supposed to be doing, and the appropriate chain of command, so why would you spend time creating a chart that details all that information? There are several reasons such a chart can be a powerful tool for your company. Here’s how:

• Clearly defines management structure, which is helpful in a complex business
• Helps increase operating efficiency
• Shows current success
• Facilitates planning for the future
• Allows for at-a-glance engagement with the right contacts

Types of organization charts

Understanding the types of org charts available allows you to choose the one that makes the most sense for your business.

Line organizational structure

Also known as a hierarchical organizational chart or a top-down organizational chart, this is the most common structure due to its simplicity. The top of the chart features the executives, then directors (for larger businesses) followed by the department heads, and the employees each department head or manager is responsible for. This traditional hierarchy is simple and rigid. Information flows through each layer of the organization in turn, and the structure doesn’t allow for collaboration between teams or “open door” access to upper management.

For small businesses with few employees, this type of chart is the least complicated, with the owner at the top, shift or department managers in the middle, and other employees under them.

Functional organization structure

Similar to the line organizational structure, the functional organization structure offers more lines of communication. It enables directors and managers to collaborate with one another over teams they don’t directly control, for better information flow and flexibility.

In a small business, you’re likely to have separate teams with a great deal of interaction; the sales department may have daily interaction with administration and with shipping. This type of chart establishes a hierarchy in each department while allowing for cross-communication.

Line and staff organization structure

This organizational structure is best for companies working in specialist fields. The staff in this situation refers to experts advisors providing technical information, opinions, and advice, who may be allowed to authorize certain activities and assist with reports that bear weight in decision-making. Staff and line positions have different objectives and are often at odds. Conflicting expectations can be confusing for bottom-tier workers and result in lower productivity.

Project-based structure

If your business operates with projects that are different from one client to the next, and from one brief to the next, this structure is the ideal choice. The chart changes as needed for each project. While it’s helpful to be able to mix and match personnel based on project needs, it does mean teams have to adapt to new managers and colleagues for each assignment. Managers must be able to handle a variety of functions across multiple departments.

At the top, you have a director who appoints the project manager for each project. The project manager chooses a team of people to work on the project based on their skills and expertise. When the project is complete, managers and team members are assigned to other projects.

For a small business, projects may internal, for example marketing campaigns or charity events. Project charts can help track teams for each initiative.

Matrix structure

The matrix organizational structure combines several types of organizational structures to create a customized solution to meet specific needs. A matrix organization is characterized by more than one chain of command, with project team members reporting to two or more managers. It’s ideal for businesses that are project-based, where teams must also follow a functional structure.

In this case, team leaders are assigned a representative from each functional area that applies to the project. The functional team member reports to the project manager and the functional manager of that area.

The functional manager oversees the employees and activities to ensure they’re in line with company standards and policies, while the project manager or team leader ensures the project is completed as planned. As with a line and staff structure, conflicts and confusion can arise when reporting to more than one boss.

Circular structure

In a circular structure, there is still a reliance on hierarchy. Higher level employees occupy the inner rings of the circle and lower level employees occupy the outer rings. The executives aren’t at the top of the structure, but rather on the inside to allow ideas to spread outward. The structure is intended to promote open communication and the free flow of information between all parts of the organization.

In practice, the structure is often confusing because it can be difficult for people to figure out where they fit within the organization and who they are supposed to report to. However, in a business where communication is encouraged on all levels, this allows employees to seek advice from any available supervisor, as opposed to a rigid chain of communications.

How to create a small business organizational chart

First, choose the type of chart that best suits your company’s needs. To prepare for the chart creation process, make sure you have a list of all employees available with any pertinent information, such as supervisory relationships. Gathering this information ahead of time will speed the process of filling in the chart.

With the type of chart in mind, choose the tool you’ll use to build the organizational chart. While there’s always the option of hand-diagramming your chart, this time-consuming process isn’t conducive to making quick and easy changes as your organization grows or people leave. If you prefer this option, there are plenty of organizational chart templates available for download.

You can use a number of free tools such as Microsoft Office or Microsoft Excel to create your chart. There’s also the option to use drawing and presentation programs such as Google Slides or Microsoft Powerpoint.

You can also use org chart software such as Pingboard to create your chart. Though it is a paid tool,  there is a free version comes with limited functionality that you can use to get started. Some HR and payroll systems, including Success Factors, Zenefits, and Justworks offer the ability to generate organizational charts using the current employee data in your system.

Ideally, you’ll want something that offers the ability to color code your chart, search by name or job title, and drill down to locate more detailed employee information so that it is easier to interpret, use, and update.

With all the information assembled, fill in the information to complete the chart. You’ll want to at least include the name of the person in the position – leaving it blank if the position is open, along with the department, the role or job title. If there’s enough space, you can also include the location, which is particularly helpful when working with a geographically diverse or remote team. It’s also a good idea to include a photo of the person along with contact information.

Some organizational chart software solutions offer additional functionality so that your chart can also function as an employee directory on your business website. Those options allow you to enter details that are only visible to the employee and upper management, such as emergency contacts, t-shirt size, and dietary restrictions, which can be useful for company functions and rewards.

Conclusion

For your small business organization chart to ultimately serve its purpose and aid your business, you must be able to update your chart as needed and effectively share each version of the chart with your entire team. Access to an organizational chart facilitates daily communication among staff members and employee efficiency, contributing to smoother business operations, so it’s well worth investing resources into the process. It’s a good idea for small business owners to operate with two versions of their chart; one forward-facing for all employees to see, and one behind the scenes to plan for future growth and vacant positions.

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