Now that you’ve implemented great technology into your organization, and you’ve downloaded MogliSMS from the Salesforce AppExchange, you’re ready to start texting your constituents. You’ve got the technology, but how do you implement it successfully? From our experience, we’ve seen successful organizations utilize the following tips before making an ask from their recipients:
Step 1: Build a relationship.
You appreciate your customers. But is the feeling mutual?? Before you begin text messaging with them, make sure they’ll benefit from your correspondence. Build a relationship with them. The very first thing you should do for your customer is to secure opt-in consent, and let them know how to opt-out. By complying with the TCPA guidelines, you’ll be staying within the law, while showing your customer respect. This is easy to do with the MogliSMS opt-out checkbox on each contact or lead. Be sure to respect their time zone. If they live in a different time zone, aim to send them messages during their normal business hours. This can easily be managed by using the scheduling feature with MogliSMS, available in both 1:1 conversations and bulk sends.
Step 2: Use humor.
Everyone can appreciate a bit of humor. Be sure to incorporate that into your communication with your customers. Be lighthearted and jovial when creating messages to send out. If the use of emoji are appropriate, go for it! MogliSMS supports emoji in 1:1 conversations, bulk sends, and automated surveys.
Step 3: Be personal.
Make sure your customers know they matter to you. Use Merge Fields to personalize your text messages, which is, easy to do in bulk sends or 1:1 conversations with MogliSMS. Try texting recipients from the same phone number so that they have consistency. We make it easy with MogliSMS’ Default Gateway field, which lets users know the outbound phone number used for Contacts and Leads. By adding a few personal touches, your customers will feel a deeper connection to your organization.
Step 4: Add value.
Add value for your customers. They are more likely to respond and have a good impression of your organization if you are sending them messages that matter to them. Send text messages containing personalized, relevant information pertaining to their experience. Remember – customers who provide mobile numbers are entrusting that you’ll provide them with the benefit of convenience and useful information.
Step 5: Make an ask.
Organizations that follow the steps listed will have a much better response rate when they make an ask of a customer. On average, text messages have a 98% open rate and a 45% response rate. We’ve seen response rates heighten when the client-customer relationship has been built, humor is used appropriately, messages are personal, and they add value to the customer. Bottom line: Texting should increase value for your customers in the way they interact with your organization.
Want to learn more ways to implement SMS with Salesforce? Schedule a free 1:1 strategy session and learn how Mogli can transform your business!