Guide
Too Many Texts to Manage? Set Up Simple Customer Updates
Text overloadCustomer updatesSmall team
What this is: A basic text update system that keeps customers calm.
Who it helps: Teams buried in one-off texts.
Next focus: Whether customer updates can be handled with a simple, repeatable text system.
The situation
Customers want updates, but sending one-off texts eats your day.
Without one shared inbox, messages slip through.
Why it gets messy
- No standard wording for updates.
- Different techs text from personal phones.
- No record of what was said.
A simple update system
- Create three templates: on my way, running late, job complete.
- Use one shared number or inbox.
- Set a rule for when to send each update.
When tools help
Once updates live on personal phones, customers get mixed messages and follow-ups slip.
- Shared inbox and templates.
- Tags for urgent vs routine replies.
- Call notes tied to messages.
Mistakes to avoid
- Letting each person write their own update text.
- Using personal phones without records.
- Updating too late to matter.
Quick win (no new tool)
Small steps you can do today before trying a new app.
- Create three templates (On my way / Running late / Job complete).
- Decide when each template gets sent (simple schedule).
- Use one shared number/inbox (even if it’s just one phone for now).
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