What is the main purpose of your SMS message? Is it to get your prospects to sign for your webinar on a landing page? Or to confirm their appointment? Or do you want your customer to make a repeat purchase by offering them a personal discount? If the main purpose is not just to provide information but to get your contacts take some action, then the Call to Action is the crucial part of your message, don’t forget to include it! Include a Call to Action When Sending SMS from Salesforce In your automatic message, you can redirect customers to the right Help articles based on a specific keyword and offer them a way to get personal support from the experts on your team. One of the options to achieve it is by having an autoresponse feature. If you let customers reach back to you via text messages, you need to be confident that your team is responsive and can quickly continue the conversation with a customer. Here is a list of top SMS Apps for Salesforce to make it easier for you. AppExchange marketplace offers plenty of apps that support two-way communication via SMS text messaging, should you want to go down this route. This will make your customers feel more connected to your business. You may even want to try interacting with your customers using two-way conversations (receiving return messages from your customers and responding to their questions or queries). Remember, sending SMS from Salesforce directly to your customer is an intimate action and one that will be viewed as such by your customers. Leave the right hooks to other advertising mediums. It also helps to keep your messages short and respect the 160 character limit. Text frequently enough so that they remember who you are, what you do, and may be tempted to purchase additional products or services from you because they are getting a good value offer through SMS text messaging. That being said, remain consistently present in your clients’ lives. If you are sending SMS from Salesforce to your customers, remember to only send valuable SMS messages that will give your customer value and build the relationship. Send Valuable SMS Text Messages on a Regular Basis
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However, make sure you teach your teams how to utilize such features! The easiest and quickest way to do it is by recording your process and automatically generating a step-by-step guide for your team with tools like Scribe. For example, you can populate “Hi, Bob!” at the beginning of a message by using “Hi, ” in the template and including Bob’s contact as a recipient. You can also use data from Salesforce records to customize your messages using merge fields. You can use apps like ValueText to create multiple SMS Text Message Templates and route these to the correct set of customers for best results. Remember to keep your messages personalized to your customers so that the content they receive is interesting to them, and something they want to read rather than something that feels like it wasn’t meant for them and has stolen time out of their day.Ĭreating multiple different variants of your SMS templates and sending them to different customers is the best way to achieve this. Another effective use for SMS text messaging from Salesforce is sending important security or compliance messages. If you are using SMS text messaging for marketing purposes, this may be a one-time offer that lasts only 24 hours. The best use of SMS text messaging from Salesforce is to create time-sensitive messages that require a prompt response from your customer. The same action renders different results depending on the approach you take.
Equally so, you can negatively impact the relationship with your customer by abusing that attention and sending invaluable notifications. The beautiful thing about reaching your customers via SMS is that you can usually get their attention at any point during the day by sending a notification to their phone. Best Practices for Sending SMS from Salesforce Remain Present and Personal with your Customers And if you are still looking to add texting functionality to your CRM, here is a guide about how to set up Salesforce SMS integration first. We will also discuss some important mistakes that you should avoid making at all costs, as well as some things you can do to create valuable relationships between your customers and your business when sending SMS from Salesforce. In this article, we will discuss some of the best practices that you and your business should follow when sending SMS from Salesforce. SMS text messages have an amazingly high 98% open rate, according to Salesforce’s research. As with all tools available to you on the Salesforce platform, there is a good way, a bad way, and a particularly ugly way of interacting with customers via SMS from Salesforce.
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