"Structure" is not a term you hear often in small businesses and startups, but it's essential for growing a customer service team. As you scale, you need to answer questions like:

• How do I design service and support teams based around customer needs?
• How do I think about adding headcount and layers of hierarchy?
• What do I look for in new team members?

Tips from our VP of Customer Service:

Identify your target issues and channels before deciding on structure. What you are trying to solve for helps you figure out what to implement.

Add headcount and layers based on volume. The addition or subtraction of just one role with a team can make the difference between good customer service and great customer service.

Screen new hires for the right core competencies. Solution-oriented, patient, empathetic, and growth mindset are the key core competencies to prioritize.

Keep your tools and processes simple. You don't want to overload your team with internal work.

Build a clear growth path for team members. The customer experience arena is a great place to gain deep applied knowledge about the company and product you're working on. When you learn that, you realize support is a breeding ground for great talent across all areas of an organization.

With OpenPhone, your team can use their existing devices to access your company's virtual phone numbers. OpenPhone also keeps work and personal communications separate, even when using a personal device. It's the intuitive business phone system for customer-obsessed teams.

Get business phone numbers

Easily get virtual phone numbers for work, for both you and your team. Keep personal and professional calls separate.

Manage your team as you scale

Easily add or remove team members and adjust their permissions whenever you need to.

Customize numbers to work for you

Set business hours, create a phone menu, and configure each number separately depending on your team's needs.

Manage your phone numbers too

You can easily add and remove phone numbers as your team evolves. 

Thoughts, comments, or questions about using OpenPhone for your virtual phone number instead of a traditional company phone? Send them our way. 

That's all for now ✌️

The OpenPhone Team

OpenPhone

2261 Market St PMB 4157
San Francisco, CA 94114-1612

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Hi Ánh nam,

In our latest release round-up, discover how to increase your professionalism by adding caller ID names, increase efficiency with "recently viewed," and save time with AI contact suggestions on iOS. Plus, gain valuable insights from our new podcast series, "Founder to Founder."

We've updated your settings to make adding and managing Caller ID names for numbers in your workspace easy. Caller ID names allow you to display your name or your company's name when you call from your OpenPhone number.

The caller ID name feature is available to customers who represent a business with a tax ID and an approved US carrier registration. This feature is not available for personal use or for Canadian numbers.

We've rolled out a new feature to collect feedback on your call quality. For some calls, you will now receive a quick two-question survey about about your call experience. Your responses will be used to help us identify issues and improve reliability. 

Whether you're juggling multiple conversations or want to undo a setting you just changed, 'recently viewed' provides you with a quick and convenient way to see your recent activities and navigate back to that part of the app.

Simply click on the clock icon in the top left corner of the navigation panel to show a list of your recently viewed pages. 

OpenPhone AI contact suggestions is now available on iOS (version 3.8.0) and is coming soon to Android. When you receive a voicemail or record a call, OpenPhone AI will scan the transcript and pre-fill contact details like name and company, saving you time and effort. Available on our Business plan.

This series features candid conversations with entrepreneurs about the wild journey of building a company. In each episode, Daryna Kulya and her guests share their journeys, lessons learned, and the insights that made all the difference. Whether you're an aspiring entrepreneur or a seasoned founder, there's something here for everyone.

Catch Episode 1 on YouTube, Spotify, and Apple Podcasts.

Other features you should know about 

• Save time and reply faster using AI-suggested message responses
• Control how team members are notified of calls with ring order
• Share context before transferring a call with warm transfer and transfer with a note

How to deal with call overflow

While you can't prevent fluctuations in call volume, you can manage them. Explore 5 strategies to maintain excellent customer service.

Read the post

OpenPhone Perks

OpenPhone subscribers can now receive up to $8,000 in discounts on software from our partners. Save on tools like Gusto, Notion, and more.

Redeem offers

Strategic staffing: How to build a team for your small business

Discover few steps you can follow in your hiring process — and some unique approaches to consider.

Read the post

Are you leveraging automation to enhance your customer experience? We'd love to hear about it! Take this short survey to let us know what you're doing and if you're interested in being featured on OpenPhone's blog. 

As always, reply with any thoughts, comments, or questions about this month's release. While I may not be able to reply to every message, I do read every email and will get your feedback to the right team.

That's a wrap! See you next month ✌️

- George

OpenPhone

2261 Market St PMB 4157

San Francisco, CA 94114-1612

🎁 Refer a friend to OpenPhone and we'll give you a $50 gift card and your friend $20 once they've been a customer for 3 months. Cha-ching!

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