Complete Guide to Setting Up a Client Communication System

A client communication system is the combination of tools, processes, and standards that govern how you interact with clients. A well-designed system ensures consistent, timely, and professional communication that builds trust and reduces friction. This guide walks through setting up a system that scales with your business.

Key Takeaways

• Four components: Channels, tools, processes, and standards
• Start simple: One primary channel, clear response times, documented templates
• Automate judiciously: Automate acknowledgment and routing, not relationship building
• Measure and iterate: Track response times and client satisfaction

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Introduction: Why Systems Matter

Without a communication system:

• Messages fall through cracks
• Response times vary wildly
• Different clients get different experiences
• Team members duplicate effort
• Important context gets lost

With a proper system:

• Every message gets a response
• Clients know what to expect
• Quality is consistent
• History is preserved
• Teams collaborate smoothly

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Component 1: Channel Strategy

Define Your Channels

Primary channel: Where most communication happens

• Email is the default for professional services
• WhatsApp/SMS for time-sensitive industries
• Slack/Teams for tech clients
• Industry-specific (portals, etc.)

Secondary channels: For specific purposes

• Phone for urgent matters
• Video for meetings
• Chat for quick questions

Emergency channel: When everything else fails

• Direct phone/mobile
• Personal email

Channel Guidelines

Document when to use each channel:

Channel	Use For	Response Time
Email	Formal communication, documentation needed	24 hours
WhatsApp	Quick questions, time-sensitive updates	2-4 hours
Phone	Urgent issues, complex discussions	Immediate
Video	Meetings, presentations, onboarding	Scheduled

Client Communication

Tell clients upfront:

• "Email for everything that's not urgent"
• "WhatsApp for quick questions, we respond within 4 hours"
• "Call for emergencies only"

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Component 2: Tools Setup

Essential Tools

1. Primary inbox/communication hub

• Gmail/Outlook for email
• Unified inbox (like Dewx) for multi-channel
• Support tool (Help Scout, Zendesk) for high volume

2. CRM or contact management

• Track client history
• Store preferences and notes
• Log all interactions

3. Scheduling tool

• Calendly, SavvyCal, or built-in
• Eliminate back-and-forth scheduling

4. Document sharing

• Google Drive, Dropbox
• Client portals if needed

Tool Integration

Connect your tools so:

• Email opens client record in CRM
• Meeting notes save to client folder
• Messages log automatically
• Nothing requires duplicate entry

Recommended Setups

Solopreneur:

• Gmail + Notion (CRM) + Calendly
• Or Dewx (all-in-one)

Small team:

• Shared inbox (Front, Missive) + CRM (HubSpot) + Calendly
• Or Dewx (unified platform)

Agency/service business:

• Help Scout/Zendesk + CRM (HubSpot, Pipedrive) + project management
• Or Dewx + project management

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Component 3: Processes

Intake Process

When a new client reaches out:

1. Acknowledge immediately (automated is fine)

   "Thanks for reaching out! We'll respond within 24 hours."

2. Log in CRM within 2 hours

   • Create contact record
   • Note source and initial request

3. Initial response within stated timeframe

   • Answer question or ask clarifying questions
   • Set expectations for next steps

4. Assign owner (if team)

   • Clear ownership prevents dropped balls

Ongoing Communication Process

For active clients:

1. Check messages at defined intervals

   • Not constantly, but predictably

2. Respond or acknowledge within SLA

   • If you can't answer now, say when you will

3. Log important details in CRM

   • Decisions made
   • Preferences learned
   • Issues raised

4. Follow up proactively

   • Don't wait for clients to chase you

Escalation Process

When things go wrong:

1. Identify urgency: is this truly urgent or just loud?
2. Escalate to right person based on issue type
3. Communicate timeline to client immediately
4. Over-communicate during resolution
5. Post-mortem to prevent recurrence

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Component 4: Standards and Templates

Response Time Standards

Define and publish your SLAs:

Priority	Response Time	Resolution Time
Emergency	1 hour	Best effort
Urgent	4 hours	24 hours
Normal	24 hours	As appropriate
Low	48 hours	As appropriate

Communication Standards

Tone: Professional but warm Length: As short as possible while being clear Format: Use formatting for readability Sign-off: Consistent across team

Template Library

Create templates for common scenarios:

Initial inquiry response:

Hi [Name],

Thanks for reaching out about [topic].

[Answer their question or ask clarifying questions]

Let me know if you have any other questions.

Best, [Your name]

Setting expectations:

Hi [Name],

Got your message about [topic].

I'll need to [look into this/discuss with team/etc.] and will have an answer by [specific time/date].

In the meantime, let me know if anything is urgent.

Best, [Your name]

Delivery message:

Hi [Name],

Good news: [deliverable] is ready.

[Link or attachment]

Key points:

• [Point 1]
• [Point 2]

Let me know if you have any questions.

Best, [Your name]

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Implementation Checklist

Week 1: Foundation

• Define your channels and when to use each
• Choose your tools (or confirm current setup works)
• Set up integrations between tools
• Create CRM structure for clients

Week 2: Processes

• Document intake process
• Document ongoing communication process
• Document escalation process
• Define response time SLAs

Week 3: Standards

• Create template library (start with 5-10)
• Define tone and style guidelines
• Set up automated acknowledgments
• Configure notification settings

Week 4: Launch and Train

• Brief team on new system
• Update client-facing materials with expectations
• Start tracking response times
• Gather feedback and iterate

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Measuring Success

Track These Metrics

1. Average response time: How long until first response?
2. Resolution time: How long until issue is resolved?
3. Client satisfaction: Regular check-ins or NPS
4. Dropped balls: Messages that didn't get responses
5. Escalations: How many issues escalate?

Review Cadence

• Weekly: Check response time metrics
• Monthly: Review any dropped balls or escalations
• Quarterly: Client satisfaction survey
• Annually: Full system review and update

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Dewx for Client Communication

Dewx was designed for exactly this use case:

• Unified inbox: All channels in one place
• CRM integration: Client context with every message
• Templates: Saved responses across channels
• Team collaboration: Assign, note, track
• AI assistance: Dew helps draft responses
• Analytics: Response time tracking built-in

Instead of assembling multiple tools, Dewx provides a complete client communication system out of the box.