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How to Scale Client Services Using Asynchronous Communication – Smart Passive Income

Whether you work as a freelance consultant or a manager at a digital agency, people are at the core of what you do. Helping clients solve problems, expand their business and navigate new territory is all part of the service you provide.

This requires clear, consistent and collaborative communication. (After all, they’re paying you big to get access you.)

Unfortunately, as your clients value your expertise and often ask for more time, your business will likely lag. When you’re busy on back-to-back Zoom calls and Slack Growing your business or scaling your services is challenging.

But it doesn’t have to be that way.

Today I’m going to talk about a delightfully different approach to communicating with clients (that will save you both time!): asynchronous communication. I’ll detail the problem it solves, why it’s a viable solution, and how to shift your client workflow to take full advantage of it.

Problem: Too many live calls (it’s draining!).

At first glance, having a calendar packed with client meetings seems like a good problem to have. More calls mean more business, and more business means more money in the bank But the large number of live calls each week also comes with some significant pitfalls Here are the big three:

  1. Your mental health takes a nosedive

Have you ever heard of fatigue? Spending hours on end in meetings and calls is not only exhausting; It’s tiring

Zoom fatigue Can wreak havoc on your emotions and significantly affect your mood. As a result:

  • Your concentration decreases.
  • Your critical-thinking and problem-solving skills take a hit.
  • Your stress levels increase.

And these adverse effects can ultimately affect your client communications as well; When you’re feeling tired and hungry, clarity can suffer.

  • You may not have the patience to explore solutions and provide proper explanations.
  • You may overlook essential information and miss important details.
  • Your memory may suffer.

This can be a great source of frustration for you and your clients.

  1. Your physical health deteriorates

As you know, spending too much time in front of your laptop (without proper breaks) is unhealthy. But the problem is, how do you make time to take meaningful breaks with so many call commitments? Sitting in one position for too long—like at your desk while discussing brand strategy with a client via Zoom—can cause a variety of health problems:

  • back pain
  • muscle fatigue
  • Pain in the joints
  • dehydration
  • eye hug
  • headache
  • weight gain

(to name a few)

Also, when your mental well-being suffers and your brain feels sluggish, it often shows in your appearance. If you’re hoping to present a professional front to your clients and colleagues, a tired face staring back at them through a screen is less than ideal.

  1. Your business goals are suffering

Besides the adverse health effects, too many calls can harm your business in the long run. It’s just not sustainable.

Consider what could happen if you drop the ball or start under-delivering. If your clients decide to go elsewhere, they’re not only taking their money with them but also a piece of your professional reputation.

Also, when your day runs out, it’s impossible to focus on other areas of your business:

  • Research project
  • Attend professional events
  • Expanding your field of expertise
  • Creating an online course

All your big, bold business goals go unfulfilled when you spend your energy working on other people’s projects.

This brings us to the important question:

How can you provide consistent, high-quality, on-demand knowledge and advice to clients without neglecting your health and business?

Solution: Scale client services with asynchronous communication

In summary, Asynchronous communication Involves discussions and conversations that don’t happen in real-time.

Sounds fancy, right?

Async communications have been around for a surprisingly long time. Our ancestors used cave paintings to communicate with each other and to attract the attention of anyone passing by. People then responded in almost the same artistic fashion as ancient graffiti, only with more purpose.

Carrier pigeons, foot messengers, telegrams, and postal services followed later with the addition of more modern messaging tools.

Today, everyday async communication includes:

  • email
  • SMS, MMS
  • Messaging platforms such as Slack and Microsoft Teams.
  • Messaging apps: WhatsApp, Facebook Messenger, WeChat, Line and Telegram

You’re almost certainly already using some sort of async messaging tool.

But, which is best for scaling client services?

Asynchronous messaging with video

The beauty of async messaging is that it removes the need for everyone to be online at the same time.

You’re probably all too familiar with trying to set up online meetings with several people spread across different time zones. It’s a nightmare.

Async video messaging offers the same benefits as in-person or virtual meetings; They just don’t live. And instead of just using text-based or voice messages, video async messages offer a great opportunity to communicate with your clients.

You can still:

  • See and listen to each other
  • Share ideas effectively
  • Ask detailed questions
  • Discuss ideas
  • Provide in-depth information and explanations

Complete with all voice inflections, gestures and visual aids for real-time communication.

Your clients are busy people too. They, too, can benefit from the flexibility that async solutions provide. Instead of sitting in meetings all day, you’re allowing them to focus on more important priorities (like implementing your suggestions and putting your knowledge to good use!).

At ZipMessage, we’ve created the perfect tool for this async-first communication method.

ZipMessage Allows you to give clients a dedicated conversation thread where they can send and receive messages with you asynchronously.

And you have the option to use video (screen recording or camera), audio or text.

The beauty of ZipMessage lies in its simplicity. Sharing a ZipMessage thread is as simple as sending a link to a client; That client can then record or type directly on that web page without installing special software.

It’s easy to use and has a clean, professional layout.

Main advantages:

  • It’s better than email – it’s a quiet, dedicated space for just you and your client Do not make noise.
  • It’s better than chat apps like Voxer and WhatsApp — they give you a lot of access without any control over when (and for how long) clients can message you.
  • It’s better than video recording tools like Loom, CloudApp and others – they’re one-way, one-way, easily lost and forgotten messages.

ZipMessage is designed for back-and-forth threaded conversations that are easily saved and referred to in the future.

Key Benefits:

  • Recording messages using video, microphone and text for both you and your client.
  • Screen sharing capability.
  • Threaded conversations appear on one page, eliminating the possibility of messages getting lost in a non-stop chat app or a crowded inbox.
  • Syncs with email, enabling you to keep important communications in one place, where they come from
  • Clients do not need to install special software.
  • Incredibly easy to set up and use.

ZipMessage is user-friendly, functional, efficient, personalized and practical. With a variety of options to suit communication styles and needs, what more could you ask for?

How to transfer your client communication to an asynchronous method

Well, we’ve covered the problem, the solution, and the technology. Now, you’re probably wondering how to switch to a more asynchronous communication method with your clients.

Well, whether you’re onboarding someone new or encouraging a long-term retainer to make the switch, these four tips can help make it a breeze:

1. Give clients a preview and walkthrough in real-time

During a live consultation, send your client their first video message.

This sets up the primary communication thread. Explain how to use ZipMessage, while talking in real time. Then, ask them to send a reply.

Walking clients through a new process step-by-step, and having a live demonstration will make them feel confident and comfortable using async tools. Keep them informed to keep them engaged.

2. Propose an async option for a part of the process

At the end of a live meeting, suggest using asynchronous messaging for feedback and follow-up outside of long consultative meetings.

This gives your client a dedicated space to have a conversation with you. Start the conversation, and provide your notes and feedback from the call. Ask them to answer if necessary.

You don’t have to make all your meetings asynchronous; You can change a part of your process to free up that time.

3. Show your work

Before replying to messages from clients, jot down key ideas and information to keep your messages to the point, concise, orderly and relevant.

Record your screen as you write your notes so your clients can see them. It explains how they can formulate their answers and gives them an example to use. Also, notes help show a client that you have thought through the issue beforehand and approach your consulting work with professionalism and dedication.

4. Scale client requests with video adoption

When clients want notes or feedback, videos can often explain the details more effectively than email.

Moreover, it is human nature to pay more attention to a recorded message – the temptation to quickly skim through words on a screen is real for most!

ZipMessage makes it easy to direct clients to a video receiving page. From there, they can easily record a message and send you a request.

Async communication = smart business

Asynchronous communication with video messaging can be a game changer when scaling your client services.

It gives you the ability to:

  • Focus
  • Take back control of your day
  • Give clients back their valuable time
  • Communicate more effectively
  • New service offers
  • Reach high value clients

If you’re looking for an easy way to onboard clients through an async messaging channel, try ZipMessage for free.

Don’t forget to send me your feedback and shoot me a “ZM”. ZipMessage.com/brian. Are you excited about scaling client services (and reducing meetings) with asynchronous messages? Sign up for ZipMessage Now!

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