Having Salesforce SMS but lacking the idea of how to use it effectively for better customer engagement?
Don’t be worried. You’re in the right place, providing you with the best practices that you must consider while sending SMS from Salesforce. So, dive in and explore all strategies that let you simplify communication workflow, fuel revenue success, and bolster business success.
Best Strategies for Streamlining Salesforce Communication
Maximize the return on every dollar invested in Salesforce SMS by following the proven strategies outlined below that streamline communication, drive stronger engagement, and turn each message into measurable business value.
Be Present and Personal with Your Customer
The most important thing while reaching out to your customer is to ensure that you send out a message that adds to their interest. And to achieve this, personalizing your messages while leveraging customers’ data about their likes/dislikes, purchase history, and demographics is preferrable.
Moreover, you can choose from multiple SMS templates and craft the ones tailored to different customer segments. For instance, you can deliver welcome messages or onboarding tips to new customers, while messages about exclusive offers and loyalty rewards can be sent to repeat buyers. That’s not it; you can send event-based triggers as well, like card abandonment, service anniversaries, birthdays, etc., as the greatest opportunities for connecting with the customers.
Deliver Valuable Messages on a Regular Basis
Instead of sending any message—deliver the one that matters to your audience. Even though consistency is important, ensure you provide value to each text. But how would you do this? By acknowledging your audience and crafting clear and concise messages that are tailored to their needs.
Here is an example of how a dental clinic delivers valuable messages instead of texting every few days with generic updates.
- “Hi Thomas, your 4-month dental check-up is due soon. You can book the appointment now to keep your teeth healthy and happy.”
- “John, did you know grinding teeth can lead to severe jaw pain? Here are some tried and tested tips to reduce it.”
- “Your appointment with Dr. Smith is fixed at 4:00 PM tomorrow. Reply Yes to validate or RESCHEDULE for another day or time.”
As you can see, these messages are timely, relevant, and helpful, making them more likely to be ready, valued, and appreciated by customers.
Make Sure You are Responsive
Delivering a message shapes just half the customer’s satisfaction—as what truly builds their trust is getting instant responses. No matter if your customers are asking a question, replying to confirm an appointment, or requesting support, you must handle those replies promptly and instantly. And guess what? Salesforce SMS ensures the same with precision.
How?
It leverages AI-powered chatbots and automated replies that work at all hours in any day to ensure that no queries go unanswered. These smart tools quickly respond to common queries by understanding their past interactions, guide customers through simple processes, and escalate issues to the right human agent. Moreover, the tools provide such responsiveness that supports two-way communication, ensuring that customers feel like they are in a real conversation, not talking to a machine.
Include a Call to Action
Every SMS should include a call to action and purpose that guides your customer toward a specific action—whether it’s about clicking a link, confirming the appointment, or booking a free demo of the product. Prioritizing a clear and simple CTA not only leads to engagement rates but also eliminates confusion associated with vague messages.
Moreover, it encourages audiences to give their feedback, schedule a call, and promote a new offer. However, to make the most of CTAs, you must ensure to keep them action-oriented, crisp, and relevant to the message. Also, include strong action verbs like “Claim your offer,” “Reply Yes,” “Tap to learn more,” etc., to reduce friction and make it easy for recipients to act immediately.
Track Results
Now that you have implemented and acted upon all the strategies, it’s important to measure their performance and results. But how do you do it and further optimize your Salesforce SMS strategy? Don’t worry! Within the same Salesforce messaging app, you get access to a data-driven dashboard. Inside this dashboard, you can track and monitor certain metrics like:
- Open rates
- Click-through rates
- Conversion rates
- Response rates
Thus acknowledging what’s working, spotting areas that need to be altered, and consistently optimizing strategies to maximize your ROI. Additionally, you save valuable time otherwise spent on manual reporting via automated reporting and analytics—enabling you to make data-driven decisions faster.
Allow Opt-Out
Another most critical thing that you must consider is allowing opt-outs for customers. Not only is this legally required in many regions under GDPR (General Data Protection Regulation), TCPA (Telephone Consumer Protection Act) or CTIA (Cellular Telecommunications Industry Association), but it also shows respect to your audience preferences.
Other than this, you must ensure that you are sending SMS to those consumers only who have given their permission to receive those texts. Not asking their permission could create a sour relationship between you and your brand. So, always ensure to add the line “Text STOP to opt-out,” or “Reply STOP to unsubscribe” at the bottom of every message to reduce complaints and boosts customers’ trusts.
To Sum it Up!
With these tried and tested strategies, you can easily enhance the capabilities of Salesforce communication and make the most of Salesforce SMS. Whenever connecting with customers, ensure to avoid overstepping your boundaries, instead, remain consistent with these dynamic approaches to get some sort of value from each message.
Moreover, focus on unlocking only those features of Salesforce SMS that truly help you build a connection with your customers and genuinely align with your unique goals and challenges. Having access to all features is great, but what matters is how effectively you can use the right ones that improve engagement, support your communication strategy, and address your business needs.
So, consult with the right team who will understand your ongoing business challenges, thus presenting you with the tool consisting of essential capabilities that drive measurable results without any complexities.
