Setting Up Communications
Setting up communication channels—how your customers interact with you—can either be the easiest part of setting up your company or a bit of a nightmare, depending on:
- How many people are reaching out to your business
- The types of questions they have
- How many clients, distributors, or collaborators you work with
- Whether you have employees handling communication or if you’re managing everything yourself
Most businesses use a combination of phone, email, text, messaging apps (like WhatsApp and Messenger), social media, forums, and blogs to communicate with their customers. The difficulty of managing communications depends on how many inquiries are coming in and how many people you have handling them.
In my case, I don’t expect Up-Tempo Publishing to be flooded with customer questions. As the sole owner and operator, it’s my responsibility to monitor and manage all communication channels.
For my teaching studio, most inquiries come through email, text, or good old-fashioned phone calls from parents. While I have social media accounts, I haven’t actively used them since I set them up years ago—I’m just not a social media person. Maybe in the future, I’ll have to delve into that more, but for now, I focus on direct communication methods.
Business Phone Numbers
A business phone number is one of the most straightforward ways to set up company communications. How you obtain one depends on the size and structure of your company.
Here are the two primary options:
1. Traditional Phone Services
Your local phone provider offers landline or mobile services depending on your needs.
2. Online Business Phone Services
Many online services provide virtual business numbers, which can forward calls to your existing phone or operate independently.
⚠ Important Note: Some of these services require an existing phone number to work.
I’m not affiliated with any of these companies, but here are some popular options:
- RingCentral (This is the service I personally use and like.)
- OpenPhone
- Grasshopper
- Ooma Office
I use an automated receptionist on my studio’s business phone line to direct student calls to different voicemail boxes based on whether they are calling from Canada, the U.S., the U.K., or Australia.
Mail and P.O. Boxes
While traditional mail might not be the first thing that comes to mind for business communication, it still plays a role—especially for legal documents, contracts, and physical shipments.
As I mentioned in a previous post, you can either:
- Use your physical office address
- Set up a P.O. Box
Managing a P.O. Box
If you’re running an online or home-based business, a P.O. Box can be useful for privacy and professionalism. However, it has one major drawback—it’s easy to forget to check it.
I’ve had times where I traveled to check my P.O. Box, only to find nothing but flyers—which makes it easy to skip checking for long periods. Unfortunately, that can be a problem if time-sensitive mail is waiting for you. If you go this route, make sure you set a schedule to check it regularly.
Messaging Apps (WhatsApp, Messenger, etc.)
Messaging platforms like WhatsApp, Facebook Messenger, and Telegram are popular ways for businesses to communicate with customers. While I personally don’t use these services for my business, many companies benefit greatly from them, depending on their customer demographic.
Key Advantages of Messaging Apps:
- Real-time interaction with customers
- Integration with social media (e.g., Messenger connects to your Facebook Business Page)
- Convenience for customers who prefer messaging over email
One important thing to remember with any communication channel is monitoring response times. Nothing frustrates a potential customer more than being ignored. A neglected inbox or unanswered messages can lead to negative online reviews on Google, social media, or company blogs.
Social Media as a Communication Tool
In today’s world, social media is often the primary way businesses interact with customers. It’s not just about answering questions—it’s also about keeping customers engaged with your company between purchases.
I’ll be honest—my social media game is virtually nonexistent, and it’s something I need to work on. But I can see the huge potential that social media provides for:
- Engaging with customers
- Building a community around your company
- Encouraging customers to interact with each other
When done right, a business’s social media presence can turn customers into a loyal community that goes beyond static products.
Obviously, I need to step up my game in this area—as an old dog, I guess I’ll have to learn these new tricks.
Company Blogs & Forums
A company blog can be another valuable communication tool, allowing customers to:
- Discuss your products
- Engage with one another
- Ask you direct questions
- Receive long-form support responses
Unlike social media, you have more control over the content and discussions on your blog. It’s a great option if your business model supports in-depth customer discussions and knowledge-sharing.
The Most Overlooked Factor: Managing Communication Channels
It’s easy to set up multiple communication channels—but the real challenge is managing them effectively. If you’re not careful, you could end up with piles of unanswered messages, emails, and voicemails.
Key Takeaways for Communication Management:
✅ If you’re a one-person business, it’s your responsibility to keep track of all customer interactions.
✅ If you have employees, make sure communication responsibilities are delegated properly. A well-managed system ensures timely responses and quality customer service.
✅ Monitor all channels regularly—phone, email, social media, and messaging apps.
A customer who feels ignored is far more likely to leave a bad review than a customer who had a positive experience. Even if you can’t respond immediately, setting up automated responses can help acknowledge inquiries while buying you time to respond properly.
Final Thoughts
Every business has different communication needs. Whether you rely on phone, email, messaging apps, or social media, the key is to keep everything organized and efficient.
For now, I’m keeping things simple for Up-Tempo Publishing, but I know that as it grows, I’ll need to adjust my communication channels accordingly.
This post wasn’t meant to be a step-by-step guide, but I hope it helps you think about how you’ll set up communication for your own business.
Disclaimer
This post is not meant to serve as professional or legal guidance. Always do your own research and consult professionals when necessary.
Until next time, I’m just a music teacher having fun. Catch ya on the next one!
