Once you have established a strong baseline SMS strategy for your client, encourage them to take ownership of the channel. While you can create promotional campaigns and marketing messages for them, their unique value lies in supporting customers and building lasting relationships with their subscribers. SMS conversations is a tool in the Klaviyo app that allows your clients to respond directly to their customers from one consolidated inbox. Have an honest conversation with your client to understand if they have bandwidth available to manage another communication channel.
When your client has no additional bandwidth . . .
It’s possible that the capacity of your client’s team is completely full. That’s okay! If your client feels that they truly do not have the time to manage two-way SMS communication, you should configure their auto-responder to direct inquiring customers to the proper channel. Under auto-responder settings, you should choose to send the message to All profiles, since your client does not plan to respond to any messages. Set an auto-response message that says something to the effect of:
“Oops, your message was not received! To get in touch with us, please email xxxxx@xxx.com or give us a call at 111-111-1111.”
When your client wants to manage SMS conversations . . .
If your client does have the bandwidth to manage SMS conversations, you can help them work efficiently by showing them all of the useful shortcuts Klaviyo has built into the tool. They can see all SMS conversations in the Conversations inbox.
One feature to call out is quick responses. Your clients can save answers to frequently asked questions as quick responses (think return policy, refund policy, login help, order tracking help, etc.). This allows them to address inquiries in just a few clicks.
Your client can also turn on the suggested responsesfeature, which generates possible replies using AI. These can easily be saved as quick responses or further customized to meet your client’s needs.
When your client is using Zendesk or Gorgias . . .
Help your client manage an omnichannel customer support experience that is both efficient for their team and seamless for customers. Klaviyo integrates with both Zendesk and Gorgias, allowing your clients to respond to incoming emails and SMS messages from one centralized help desk solution. If you have clients who are already using either of these tools, we highly recommend that you help them integrate with Klaviyo. Upon integrating, your client will no longer need to log into Klaviyo to respond to SMS conversations. They will be able to access full conversation history, respond, and close tickets directly from Zendesk or Gorgias. In fact, it is not recommended to switch between the two platforms when responding because replies sent to recipients from the Klaviyo conversations inbox will not sync to Zendesk or Gorgias.