We all know how important it is to communicate effectively in today’s fast-paced world. And when it comes to connecting with customers and employees, SMS or text messaging is one of the best ways to do it.
That’s where Salesforce comes in – it’s a super popular platform for integrating SMS into your business operations. But with so many SMS Salesforce apps out there, it can be tough to figure out which one is right for you.
Let’s chat about the top 9 features you should look for in an SMS Salesforce app that can really help take your business communications to the next level. Whether you’re trying to improve customer engagement, streamline your internal communication, or up your marketing game, I’ve got you covered. Let’s dive in.
Must-Have Features to Send SMS from Salesforce Effectively
Multi-Channel Messaging App
When several apps are available in the market, it is tough to decide which one to include in the list of Salesforce communication channels. Here the right approach would be to add maximum channels in Salesforce without opting for separate integrations for different channels.
And the reason behind doing this is to connect with audiences over a channel where they already are, even if they reside in a different country.
To do so you can choose a multi-channel messaging app to send SMS from Salesforce.
This way, you do not need to spend on integrating each channel in Salesforce. Also, you can expect a better engagement rate while targeting overseas audiences.
Convenient One-on-One Chatting Interface
If conversations aren’t meaningful, they don’t add value to customers. You should ensure that conversations are valuable and customer experiences are high.
What ruins customer experiences while connecting with a brand is when they have to repeat their concern repeatedly. To avoid this, it is vital to have accessible chat history so that agents can pick up conversations from where they left off last without asking customers to repeat.
Additionally, the ability to search for specific messages and filter by keywords makes referencing previous interactions a breeze. This feature keeps all conversations organized and accessible in one place, allowing for a seamless and efficient experience.
Whether searching for important or unread messages, the ability to search for specific messages sent and received during a particular time period is an excellent tool for engaging with your audience effectively.
Link Tracking
Struggling to give your clients all the necessary details over text? No need to fret, there is a solution that will make your life easier!
Instead of sending long messages, which increases SMS segment counts, you can send intended information by embedding one URL in the text. This will help you provide detailed information without sending long messages. You can redirect audiences to the desired page and provide detailed information on a specific topic.
The best part is you can send shortened URLs which prevents your character limit from being exhausted. You can track click-throughs for each link you send through a message. This provides a concrete metric to track people’s engagement.
Bulk Messaging
When it comes to communicating with a vast audience, bulk messaging feature you can’t afford to miss. With bulk messaging through list views, you can create a customizable list by applying filters and criteria and then use it to send SMS from Salesforce in bulk.
Moreover, you can use your existing campaigns or create new ones to expand your reach and connect with more individuals.
With Reports’ Bulk Messaging feature, you can easily send messages to millions of people at once without any audience size limitations. It’s a hassle-free way to get your message out there and connect with a large group of people.
Multi-Channel Drip Campaigns
With SMS Drip Campaigns, you can take your messaging game to the next level! Imagine being able to schedule your texts in advance and send them out on a perfect day, at the perfect time – that’s exactly what this powerful tool does.
Plus, with multi-channel drip campaigns, you can reach your audience on various channels, all from one campaign! Say goodbye to tedious manual work and hello to automation, which saves you time and ensures your messages are always on point.
Productivity Console
As employees, we all have to juggle multiple conversations with different prospects and customers. It can be tough to keep up with everything and reply to everyone in a timely manner.
That’s why traditional methods of managing conversations at scale can be a headache since we have to segment audiences and navigate to each record page individually for sending replies.
But with a productivity console, we can fulfill most of our messaging requirements and perform powerful text operations using an easily navigable, single-window console. This makes it super convenient for us to perform text operations and save time by reducing navigation.
No-Code Automation
Traditionally, you need to count on experts or developers whenever you want to automate and send SMS from Salesforce. This drains a lot of time. This is why you need no code automation. This will help you automate messages without depending on anyone. With no code automation, you can accommodate various use cases for business.
For example- Data capturing is one of the most common use cases in business. For this, businesses need to conduct surveys, which leads to increased business expenses.
When coding is not involved, you can configure text surveys on your own, saving your investments and time. Thus, you can make more informed and data-driven decisions in business.
Besides, you can also configure chatbots to automate conversations and deliver quality experiences to customers.
Well-defined Compliance Mechanism
Keeping certain things in mind, you can easily perform business operations efficiently. Similarly, in the case of SMS Salesforce messaging, it is compliance.
By not adhering to texting laws and regulations, you can get into legal trouble and lose a lot of money. This makes it important for you to stay compliant while messaging.
Therefore you should have a well-defined compliance mechanism that allows you to manage opt-ins and opt-outs the way your customers want. If they want to opt-in or opt-out of a certain department, number, or channel, you should be able to do that.
In addition, you should be able to manage double opt-ins as some countries, like Germany, Switzerland, and parts of the EU, consider double opt-ins a best practice for complaint messaging.
Phone Number Management
When you send an SMS from Salesforce, the number you are using should be your top concern. Consistency in sender identity is crucial. People hardly respond if you contact people with an inconsistent or international number.
By maintaining consistency in sender identity, you can make the sender identity more recognizable, which also helps you improve brand recall.
Else, when businesses send SMS from Salesforce with inconsistent sender identity, people hesitate to reply when the sender number is unknown, or the number is from a different country. This adversely affects customer responses.
Conclusion
Every business’s needs are unique, but businesses of all sizes aim to maximize business growth.
When it comes to business growth, no one can deny an important factor which is communication. Effective communication makes it easy to accelerate text operations, improve customer engagement, maximize responses, and streamline business communications. And to make communications effective, you always need the right capabilities.
With the help of the above-mentioned features in the blog, you can create an outline in your mind of what you should look for while choosing a Salesforce texting app. This will help you to get the best Salesforce solution to send SMS from Salesforce and generate new opportunities
