As the pandemic and subsequent lockdowns forced people to stay at home and connect with their friends and peers over digital media, the usage of both instant messaging services and traditional SMS grew side by side. According to an SMS survey report by Pew Research Center, more than half of Americans said that they’ve read, texted, and engaged more via SMS in the past 12 months compared to other methods of communication like phone calls, email, FaceTime/video calls, and social media.
Now, this invigorated popularity of SMS is offering newer marketing channels for brands trying to strengthen their omnichannel customer communication strategies. Even the stats validate this claim. According to the same research, 85 percent of Americans have been texted by a brand recently, and 65 percent of those feel more secure interacting with brands via SMS. So much so that text messaging is now overtaking the use of direct calling while still providing a two-way personal conversation between a brand and its consumers. With these statistics in mind, the integration of SMS communication channels is a no-brainer for businesses. But the question that remains is: how can businesses get the most out of SMS marketing campaigns?
TrueDialog is a renowned communications platform as a service (CPaaS) provider that equips its clients with scalable and personalized messaging platforms. John Wright, CEO of TrueDialog, explains that in the era of omnichannel communication, many businesses still rely on third-party SMS apps to communicate with their potential customers and leads alike. But these apps are not specifically designed to integrate with CRM solutions. Businesses, as a result, often fall short in creating a true omnichannel experience for their clients. In order to address and mitigate this hurdle and kindle an evolution of SMS-based marketing campaigns, TrueDialog has created an enterprise-grade integration tool that can facilitate truly native texting directly from the Salesforce CRM dashboard. “With our Salesforce AppExchange app, the sales personnel can easily choose what method of texting they want—whether one-on-one, team-based, or multiuser two-way texting—to communicate with the consumers,” says Wright.
TrueDialog offers a plug-and-play SMS solution with a multitude of pre-built features as well as a fully-documented SMS API. This SMS module is a clear step up from nonnative text integrations, which demand relatively higher implementation costs and lower data security.
Taking Salesforce CRM to the Next Level
With our Salesforce AppExchange app, the sales personnel can easily choose what method of texting they want—whether one-on-one, teambased, or multi-user two-way texting—to communicate with the consumers
In contrast, TrueDialog’s SMS module essentially becomes a part of Salesforce CRM, and hence, the customer contacts and conversation data stays within the CRM rather than being stored in potentially vulnerable third-party servers.
Another advantage of using TrueDialog integration is that users no longer have to depend on external communication channels and then manually enter the conversation transcripts into Salesforce CRM. Even if users make new lead entries, the plugin offers automatic phone number addition and validation in the Salesforce CRM. Additionally, with both short code and long code messages in a unified thread, each team member has better visibility into what’s already been communicated and by whom. No more clunky, frustrating interactions; instead, everyone can maintain the context of the conversation while routing issues to the correct agent. Besides, TrueDialog offers the provision for adding voice services to support text communication. The recipients of the SMS can directly call the number they received the message from, and TrueDialog’s SMS integration tool would automatically route the request to direct telephonic interaction.
“TrueDialog’s solution enables businesses to communicate at scale while remaining attentive to the individual customer. You can send thousands of notifications, reminders, or promotions at once with the ability to answer customer questions, address issues, and provide instant, personalized customer service,” Steven Martinez, director of client services, TrueDialog. “Our SMS module can also be integrated with Salesforce1—the new social, mobile, and cloud customer platform that allows Salesforce users to develop their custom mobile application,” Martinez adds further. Businesses can even incorporate the SMS feature in their custom mobile apps. What’s more? TrueDialog also removes the maximum number of SMS limit that can be sent in bulk from Salesforce. Typically, the CRM platform only allows a user to send messages to up to 250 contacts at one go. But with the integration of TrueDialog, businesses can bypass this upper limit and send promotional messages to their entire customer base at once.
Enhancing Student Engagement for Universities
In the wake of the COVID-19 pandemic, many academic institutions have turned to CRM technology as well as the concept of SMS marketing to engage and nurture their students. And this shift is most definitely raising the bar of how universities utilize their data now and engage with students. In such a landscape, TrueDialog’s Salesforce SMS integration is proving to be a critical tool in every academic institution’s arsenal.
“Since the underlying workflow is the same for CRM systems irrespective of the use cases, our SMS integration can also be used across multiple verticals. This makes our solution a preferred choice for many academic institutions in the post-pandemic world,” states Corey Fein, vice president of sales at TrueDialog. For students seeking admissions, the time of response is paramount before they move on to the next college or university. Against this background, TrueDialog’s texting platform allows academic institutes to engage students when they are still searching for prospective universities, thus increasing the likelihood of enrolment. “With our platform, colleges and schools get immediate alerts on how quickly they need to respond to increase the chance of applicant retention.” Universities can leverage the texting platform to send personalized text message notifications for important document deadlines and appointment reminders—whether it is for academic grants, career counseling, or alumni engagement. Not only that, academic institutions can use TrueDialog’s prebuilt reports or build their own custom reports to drill down into metrics, response rates, and analytics on their SMS campaigns. Businesses can also get admin reports for their workforce’s general productivity level as well as the efficacy of their student support services.
A Peek at the Tangible Benefits of TrueDialog
A testimony to the prowess of TrueDialog’s texting platform in the higher education space was a recent instance when a university client was able to boost their enrolment rates. When their student engagement method using email and phone calls was not yielding the desired results, the client switched to TrueDialog’s texting platform. In no time, they began witnessing an uptick in their enrolment—with an over 20 percent increase in their admissions and FASFA application yield.
Driven by such impressive accomplishments in customer engagement, TrueDialog is all set to dominate the CPaaS space. The company recently added a multimedia messaging service (MMS) feature to its Salesforce plugin. Alongside, by adding new functionalities such as AI-powered chat to its core messaging platforms for Salesforce and other CRM systems, the company intends to take its CPaaS offerings to the next level. “Above all, we will continue aligning our offerings according to consumer expectations so that our clients are always one step ahead in their customer service practices. And as such, we want to completely revolutionize the way SMS marketing has so far been perceived in different industries,” concludes Wright.