Why Should You Text from Salesforce And How You Can

Text messaging has become an integral part of the corporate communication strategy for many companies. However, texting your contacts and enabling it across channels such as web, app, and social media requires integrating another system that your team must oversee.

Having said that, what if that tool seamlessly integrates with your existing workflows? What if you could carry on with business as usual, except now armed with a channel that is proven to increase audience engagement without the hassle of managing another system?

A Salesforce text messaging solution can significantly improve your customer communications and streamline internal workflows. A 100% native Salesforce SMS platform like the GirikSMS Salesforce messaging app, is highly configurable to meet the unique needs of your business and that of your customers.

Personalization: Personalization of messaging augments customer retention. This is particularly true when it leverages the entire spectrum of customer transactions, preferences, and interactions. Customers are more likely to value personalized offers because they feel valued and understood. By personalizing the experience and communicating on the customers' preferred communication channels, a text messaging system that seamlessly interacts with Salesforce helps you boost customer retention.

Salesforce stores all customer data, which you can leverage to personalize your messaging. Salesforce can not only learn from your text messaging interactions, but it can improve the efficacy of your messaging.

Convenience: What if you could message your clients directly from your CRM, with all of their information automatically harmonized and tailored to your requirements? Working on a unified platform for everything is the hallmark of a native Salesforce text messaging platform. With just one click, your team can view, send and manage all text communication directly from Salesforce.

A 100% native Salesforce messaging platform offers unmatched ease. Your teams now don’t need to send messages to their contacts to individual contacts one at a time from their phones.

Transparent: You want to see every contact in Salesforce in its entirety, a 360-degree view. This is crucial so that your marketing, sales, and support reps can all be in sync. Every conversation ought to be captured in a single location.

Your text messages, web chats, and phone conversations should all be the same if Salesforce has a log of every customer interaction. For anyone dealing with a contact, this is essential. In order to provide a seamless and enjoyable user experience, support reps must have a thorough understanding of every interaction.

Synchronized: All your customer data will always be harmonized when your SMS messaging is handled natively in Salesforce.

Let's say someone visits your website and uses your live chat feature to get in touch. This will add them as new record in Salesforce if they are not already a contact. And if they already exist in your CRM, the data from the latest interaction will sync seamlessly with their current Salesforce record.

Since you want to seamlessly integrate and automatically gather as much data as possible, this is the perfect back-end function for a chat widget. Additionally, you want that data to be in sync with any other data you may have on file.

You can quickly and easily keep track of all your text communication across channels like website, app, social media or messengers in one location with a 100% native Salesforce messaging solution, and all of that data will be saved synced in Salesforce in real time.

5 things to consider before texting from Salesforce

It's crucial to ensure that your SMS platform integrates seamlessly with your tech stack and functions perfectly to augment your business operations. Finding out exactly what can be done from within Salesforce is crucial before adding a functionality to the mix. After all, adding a new program can complicate things further rather than simplifying them for your staff.

1. Where to start?

Identifying the precise location from which you anticipate your text message exchanges to come is the first step.

Is your sales staff reaching out to a specific group of users with critical account updates? Or would you rather that your staff send your customers an SMS message the moment they register for a particular service from you?

Will you invite prospects to learn more about your products and services by including contact numbers on your website? Or perhaps on a roadside signage or a print media advertisement? Or would existing customers receive your phone number so they can contact you for customer service concerns? Are all of the answers in the affirmative?

In order to establish the appropriate questions to ask, you need to first clearly establish how you want your interactions to begin.

2. Which Salesforce Workflows Do You Wish to Activate?

Determining the Salesforce workflows you want to at each stage after you have decided the entry points. For instance, when you receive the first text from a new customer:

• Should that incoming text create a new lead in Sales Cloud?
• Should that incoming text create a new service case in Service Cloud?
• How does that communication align with an already existing lead in Salesforce?
• Can your team send all of the messages simultaneously from Salesforce? Or do they have to do so manually one at a time?

Whatever setup you choose, it should ideally be simple to configure.

3. Once A Customer Responds, What Next?

The instantaneity of texting is one of its primary advantages. You gain from fast responses from your contacts when they opt to communicate with your brand via text.

However, customers should also get quick response from you when they text back. For this reason, setting up notifications is essential so that the right person is aware of the incoming SMS and can react right away.

It's crucial to determine which notifications, whether they come from your browser, email, or messaging app are most effective for your team.

The possibility that your contacts will SMS you outside of your regular business hours is another crucial consideration. Set the right expectations with your contacts in those situations by utilizing features, which automatically reply to incoming texts and notify them of your availability.

Having a strategy for what will happen when no staff member is available to respond is also very important. Make sure you provide a simple method for assigned account owners to indicate themselves as "Unavailable" so that their discussions are reassigned correctly. In this manner, you can make sure that no customer is overlooked.

4. Track Opt-outs

Verifying that your contacts have consented to receive texts from your business is a crucial aspect of using a SMS messaging solution. Not only is this mandated by law, but also provides a more convenient and personalized user experience.

Conversely, you should also be considerate to customers who decide to stop communicating with your team. It is essential that your team respects the requests of customers who indicate that they do not want to receive texts from your business. With the right texting solution, can track opt-out status and sync that data with Salesforce.

To ensure that you are interacting with your contacts efficiently, it is important to know who and how many have opted out. Look for a messaging platform that makes it easy to monitor your subscriber engagement rates for various use cases if you are sending them out to a large audience at once.

5. Reporting SMS Activity

Although you may not be aware of it, it's likely that some of your staff members are texting your customers as you read this. Identifying a system that is both mobile-friendly for your teams and reliable to track a large volume of text communications is crucial.

An SMS solution that is seamlessly integrated with your CRM, like the GirikSMS Salesforce SMS app

, will automatically record every incoming and outgoing message and link it to a related Lead, Contact, or any other custom object in your CRM.

Everyone on your team will be able to see how many messages are being sent and who is saying what. You will still have complete access to all of a sales rep's customer conversations, even if they are on leave, switch teams, or quit.

Text from Salesforce To Transform Customer Engagement

Texting from Salesforce is an innovative and cost-effective way to completely transform customer engagement. With the direct benefits of instant delivery, very high read rates, high degree of personalization, and conversational interactions, text messaging from Salesforce is a true game changer for businesses. Companies who successfully use this technology stand to build enduring relationships with their customers.

Want to learn more about the features of GirikSMS? Register for a 30-day free trial and start sending SMS from Salesforce today.