How to Successfully Implement SMS with Salesforce

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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!

The MolgliSMS logo reading: MogliSMS Intelligent Text Messaging. Implement SMS with Salesforce with MogliSMS

GSM, UTF-8, Character limits … oh my!

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Say what?

Whether you know these terms like the back of your freckled hand, or have never heard of them before, you may not understand their relevance to SMS messaging. Put simply, these standards and character sets determine the number of characters that are sent within a single SMS message.

Most mobile networks use the GSM standard, which limits a standard text message to the GSM character set. Using GSM, a single SMS can contain up to 160 characters. However, the characters must be part of the so-called 7-bit default alphabet as specified by GSM 3.38 character set. Using any character that is not in this set requires the SMS to be treated as a Unicode SMS – which limits the length of the SMS to 70 characters due to the different character encoding.

 

Okay, then why can I send/receive messages with more than 160 characters from my phone?

Mobile networks are tricky and are typically able to take long messages that have more than the allotted number of characters, split them into multiple messages, and then concatenate the messages on the recipient’s mobile device. This concatenation process adds an additional 6 characters to each message for the concatenation string needed to rebuild the message.

 

If the recipient will still receive my message as I sent it, why should I care about character limits?

Simply put, going outside of your character limits will cost you more. You may not notice this on your personal messaging plan if you have unlimited messaging. However, if you are paying per message and every message you send is 170 GSM characters, then you’re effectively paying double for your 10 extra characters.

 

Ugh. That could add up. How do I avoid that?

  • There are a few easy steps you can take to avoid having your messages split.
    • Count your characters! You can do this manually or use the len function in excel to do this easily.
    • Avoid using MS word or similar word processing programs when composing an SMS message, as these programs typically use non-GSM characters. Instead use plain text editors or excel-type programs.
    • Use a third-party tool to check your message for length and use of non-GSM characters.
    • Swap the common characters below with GSM-friendly characters.

Remember, although you may be pressing the same keystroke for comma, apostrophe etc, character encoding actually depends on the text editor used, so double check!

Want to learn more SMS tricks? Schedule a free 1:1 strategy session and learn how Mogli can transform your business!

Image of many different people, connected by technology for non-profits

Mogli SMS and Non-Profits

Posted on Leave a commentPosted in Clients, Features, Mogli SMS

“You get us.”  We hear this all the time from our social venture and non-profit partners, because Mogli SMS was originally built for domestic and global impact organizations.  Non-profits push the limits of convention and we have worked tenaciously to match their needs. Since 2011 and 160 projects around the globe, our goal has been to empower our non-profits with strategy and technology to do more of what matters. Our experience taught us to quickly understand and deploy appropriate technology within unique and challenging environments. So whether it’s about team efficiency or real time impact measurement, Mogli has your back.

We know you have choices when it comes to your messaging provider, so here are just a few reasons why we believe your non-profit will love working with the Mogli SMS team.

Simple, Transparent Pricing

  • We offer a significant discount for non-profits.  Schedule a 30 minute demo for details.
  • Don’t worry about the number of users in your organization.  Our site-wide license model allows any number of users in your organization to use Mogli SMS.
  • We offer full-featured packages (including messages) OR a la carte pricing.  Contact us to discuss the best option for your non-profit.

Free Messages

  • Non-profits will get 88,000 free messages through our partnership with Twilio.org.

Native Salesforce App

  • Mogli SMS was built on Salesforce, for Salesforce, by Salesforce partners – it’s not just another clunky connector.
  • Mogli allows for quick, cost effective and scalable communication as well as the ability to orchestrate complex automations.

Global Coverage

  • With Mogli, we have solutions that can reach the people you serve ANYWHERE in the world where cell coverage exists.
  • We work with multiple gateways to ensure we provide the best coverage around the World.

Elegant Survey and Query Functionality

  • Our linear and branching survey functionality is second to none.  It’s easy to configure and has SO many use cases.  Create linear surveys that always follow the same message path or branching surveys that send specific messages based on the recipient’s responses.
  • We have functionality to allow anyone to interact with your organization using keyword messages.

Easy Installation

  • Customers can be sending messages in 30 minutes.
  • We offer free implementation.

 

Schedule a demo with us today.  We’d love to show you how Mogli SMS can help you expand your global reach at a fraction of the cost of paper surveys, calls and field visits.

It’s not just a text message…
Proyecto Mirador

Posted on Leave a commentPosted in Clients, Mogli SMS

How Proyecto Mirador Uses Mogli SMS to Promote Clean Cookstoves in Honduras.

It’s not just a text message….it’s healthy lungs for women and children. It’s Salesforce.com reaching net-zero carbon emissions. It’s safety for Proyecto Mirador staff members. It’s a 50% reduction in carbon emissions and deforestation.

With Mogli SMS, it’s so much more than just a text message.

What is Proyecto Mirador?

Over 3 billion people around the world, roughly 40% of the world’s population, still cook over an open fire.  The impacts to family health, carbon emissions and deforestation are enormous.  According to the World Health Organization, “4.3 million people a year die prematurely from illness attributable to the household air pollution caused by the inefficient use of solid fuels for cooking.”

Since its first stove in 2004, Proyecto Mirador has worked with families in rural Honduras to bring clean cookstove technology to some of the poorest and most remote people in the world.  Each ‘Dos por Tres’ cookstove uses half the wood of traditional cookstoves, significantly reduces soot particles inside the home and cuts CO2 emissions by nearly 15 tonnes over the 5-year useful life of the stove.  

The cookstoves are primarily financed through the sale of carbon offsets.  Proyecto Mirador donates the custom, locally manufactured parts to build the stove, while each beneficiary co-invests their time and a few inexpensive materials to the stove’s construction.  Proyecto Mirador has learned from experience that if a family co-finances a stove they will take pride in ownership and maintenance.  Each of the ~130,000 stoves in place today were partially paid for by the benefiting family.  

How Proyecto Mirador uses Mogli SMS

Proyecto Mirador serves ‘the poorest of the poor’ in some of the most remote and violent areas of Honduras.  These families typically live in crude, one-room houses and many do not have access to electricity, running water or sewage infrastructure.  However, as surprising as it may seem, most families have at least one cell phone with text messaging services.  When necessary, the families travel to nearby towns and villages to charge their phone.  

As Proyecto Mirador grew, they found that deploying field staff, vehicles and high tech equipment to communicate with clients and service cookstoves became increasingly expensive, inefficient and dangerous.  In an effort to ease some of this burden, Proyecto Mirador began their search for a safer and more scalable solution. They found much more than that in Tact and Mogli SMS.  

Stevan Simich, Founder and CEO of Tact, explains that “The foundations of Mogli SMS are in sending and receiving individual and bulk text messages from a native Salesforce app to almost anywhere in the world.”  But he goes on to state that “the real power of a text message is in the opportunity to connect with clients and field staff using the survey and inbound keyword functionality.” 

Proyecto Mirador chose Tact and Mogli SMS to help transform their communication and operations strategy using SMS as the primary means of communication.  Now, not only do they use Mogli SMS to send outbound drip campaigns, maintenance tips and safety information to clients, they also use it internally to register and activate cookstoves, obtain feedback and auto-create support cases in Salesforce when maintenance is required.

Mogli SMS is now an integral part of Proyecto Mirador’s communication strategy.  But it’s not just an outbound text message.  It provides information on how to maintain and service the stove.  It enables client feedback in the form of text message surveys.  It allows reporting in Salesforce on who owns a stove, when it was built and how well it’s working for the family.  

And, perhaps most importantly, it enables simultaneous communication with thousands of clients in some of the most violent and remote areas of Honduras without putting field staff in harm’s way.  

Congrats to Proyecto Mirador and Salesforce.com

Salesforce.com, the multi-billion dollar CRM behemoth, recently partnered with Proyecto Mirador to purchase carbon credits and become a carbon-neutral, zero-emissions cloud provider.  Each credit purchased represents the removal or avoidance of one metric tonne of carbon dioxide from the atmosphere due to the use of Proyecto Mirador cookstoves.  

We are absolutely thrilled that Salesforce.com has chosen to invest in reducing CO2 emissions by partnering with Proyecto Mirador.  And we are honored to have been Proyecto Mirador’s Salesforce Technology Partner and SMS Application Provider in their quest to provide clean cookstove technology to so many families.

Visit Mogli SMS on the Salesforce AppExchange and schedule a free strategy session to learn how your organization can improve communication and feedback.

About:

Proyecto Mirador

Since 2004, Proyecto Mirador has built and placed over 130,000 clean cookstoves to some of the poorest and remote families in Honduras.  Mirador’s “Dos por Tres” cookstove reduces wood consumption and CO2 emissions by nearly 50%, and provides a much healthier cooking environment for families.

Tact

Tact works with Global Impact Organizations to build cost-effective, scalable, secure technology solutions so that organizations can do more of what really matters.  Tact understands the Impact sector, and the unique operational and cultural challenges that each organization faces when trying to drive, track, measure and verify change. We are a partner in your success.

Mogli SMS is a native text messaging app that can expand your global reach in real time at a fraction of the cost of paper surveys, calls and field visits. Send bulk text messages and SMS surveys to Contacts/Leads with a cost-effective, unlimited user license.

Man standing at construction site

It’s not just a text message…
Center for Employment Opportunities

Posted on Leave a commentPosted in Clients, Mogli SMS

How the Center for Employment Opportunities Uses Mogli SMS and Twilio to Prevent Program Drop Off.

To Nate Mandel, Program Innovation Analyst at the Center for Employment Opportunities (CEO), it’s not just a text message – it’s “an intervention”.  CEO’s mission is to ‘provide immediate, effective and comprehensive employment services to men and women with recent criminal convictions’.  During the past decade, CEO has utilized its highly structured and supervised programs to place over 25,000 formerly incarcerated individuals into full-time jobs.

Brad Dudding, Chief Operating Officer at CEO, recognized that CEO’s strength over the years was in its ability to track participant data and manage to outcomes in Salesforce, but had failed to identify a way to systematically obtain and record participant feedback.  In 2015, Dudding found Mogli SMS, a native Salesforce text messaging and survey app, and Twilio.org’s promotion for nonprofits to obtain $500 of free text messaging services and a 25% discount thereafter.  CEO now has a scalable solution for outreach, survey, and feedback elicitation….all tracked within Salesforce.com’s powerful collaboration and reporting structure.

‘Yes, a text message can help lead to a job or a course correction” Mandel says, “but it’s also a quality assurance mechanism that lets us reach people in a different way and understand their needs.”

Prior to their use of Mogli SMS and Twilio, CEO used paper-based surveys that were slow and often did not get back to program managers in time to help participants in distress. Luis Fonseca, CEO program participant, was an early success story of the new communication system.

Luis gave a low score on one of CEO’s Text Message Surveys, sent via Mogli SMS and Twilio, which prompted CEO staff to personally respond to him. “I like the fact that you reached out.” said Fonseca, “It settled in my mind that these people care. Let’s keep giving them a chance.”

To learn more about how Mogli SMS and Twilio.org can help your organization improve communication and feedback, stop by our booth at the Non-Profit Technology Conference in Washington D.C. on March 23rd -25th. To interact with Mogli and apply for a chance to a win free annual license, text #mogli to 1.720.370.4014 (we will not spam you and you can unsubscribe at any time).

Take a look at the video of Luis Fonseca talking about his experience with CEO, and see why text messaging can be such a powerful communication tool in the impact sector.

About:

CEO

CEO is a 501(c)3 nonprofit organization. For more than 30 years, CEO’s goal has been to provide immediate, comprehensive and effective employment services for men and women returning from incarceration.CEO is committed to serving the most at-risk populations. We place an emphasis on providing services to Young Adults ages 18-25—a population who frequently has limited work experience and faces particularly strong barriers to entering the workforce.

Tact/Mogli SMS

Tact works with Global Impact Organizations to build cost-effective, scalable, secure technology solutions so that organizations can do more of what really matters.  Tact understands the Impact sector, and the unique operational and cultural challenges that each organization faces when trying to drive, track, measure and verify change. We are a partner in your success.

Mogli SMS is a native text messaging app that can expand your global reach in real time at a fraction of the cost of paper surveys, calls and field visits. Send bulk text messages and SMS surveys to Contacts/Leads with a cost-effective, unlimited user license.

Twilio.org

Twilio.org donates and discounts Twilio products and enables nonprofits to utilize these technologies to help engage their audience, expand their reach and focus on making a real change in the world. Twilio.org hopes to create impact by empowering the people who are building a better future for all of us.