Professional use of chat.
WHY IT MATTERS HERE
A large proportion of business communication arrives by messaging.
WHAT TO SET UP
A number separate from your personal one, where practical A business profile with your details Clear hours
WHAT TO AVOID
Groups containing customers who can see each other Sending business documents through personal accounts Treating messages as a permanent record
THAT LAST POINT
Messaging is a poor record. Confirm agreements by email.
WHAT TO USE INSTEAD OF A GROUP
A broadcast list, where each recipient receives it individually.
WHY
Groups expose your customers' numbers to each other.
WHAT TO ESTABLISH
When you respond, and say so.
WHAT TO DO ABOUT AFTER-HOURS MESSAGES
Decide a policy and state it, rather than responding inconsistently.
WHAT TO BE CAREFUL WITH
Forwarded messages, which are frequently false Requests for payment details Anything urgent
WHAT TO VERIFY BY VOICE
Anything involving money, on a number you already held.
