Chris Brisson Posts

Learn How Text Messaging Can Help Boost Your Customer Service Efforts & Save Your Company Money

Learn How Text Messaging Can Help Boost Your Customer Service Efforts & Save Your Company Money

Text messaging statistics show that this method of communication is more cost-effective and even preferred by customers over other communication mediums.

If you’re looking to grow your brand, and ultimately your business, you’ve likely done some research on new tools and technologies that are aimed at boosting your marketing efforts. One area that you may not have investigated yet is text messaging. While no customer wants to be bombarded with a large number of text messages, if orchestrated correctly, mobile messaging can be a unique way to connect and keep the dialogue going between you and your customers.

Why text messaging could make sense for your business

When it comes to text messaging, the numbers don’t lie. With more than 4 billion people around the world using text messaging, it should come as no surprise that if used effectively, this form of communication can be a beneficial and convenient way to connect with your customers. Below are just a few of the reasons why your organization should look at the possibilities of implementing SMS messaging into your overall marketing strategy.

Consumers have a unique bond with their mobile phones

According to research from Morgan Stanley, roughly 91% of US consumers keep their phones within reach 24 hours a day! In addition, since most smartphones support SMS messaging, if you’re looking to quickly connect with your customers, there’s truly no better option than leveraging the power of text messaging.

Instant two-way communication

Most marketers are used to using email or even postal mail where the chances of a customer actually opening your offer are incredibly slim. With today’s email clients beginning to be powered by artificial intelligence, it has become much more difficult to avoid a customer’s ‘spam’ or ‘promotions’ folders. With text messaging, your message is instantly placed in front of your target customer, and with stats showing that 95% of texts are read within the first 3 minutes, it’s easy to see how effective SMS based marketing can be.

Consumers prefer text messaging

In today’s fast-paced technology-driven world, consumers are often short on time and prefer text messaging as opposed to lengthy phone calls. When it comes to business correspondence, according to Pew Research, 78% of individuals say they would rather communicate with companies via text as opposed to other means of communication.

Text messaging is more cost effective from a business perspective

Any business is always looking for unique ways to cut costs. Customer service can be a significant cost for companies where representatives spend large amounts of time on the phone or communicating back and forth via email. Text messaging provides a more instant two-way communication method where customers can quickly access customer service representatives, and the representatives can, in turn, respond more quickly to help solve problems and cut costs. Effective customer service is all about satisfactorily handling as many inquiries as possible in a set period of time, and text messaging allows organizations to respond to more customer requests in a timely manner.

Boost your business texting efforts with Salesmsg

If you’re beginning to see the benefits of adding text messaging as a way to better communicate with your customers, you should look at the many unique features of a tool like Salesmsg. With Salesmsg, you’ll be able to offer scalable, two-way text messaging that can allow you and your team to instantly respond to customer requests from an easy to use, cloud-based platform. Stop juggling customer requests from your personal mobile phone and instead leverage the power of Salesmsg, which can allow you to ensure all of your SMS messages are integrated into your favorite CRM. To get started with Salesmsg today, sign up for a free 14-day trial.

Are You Using Mobile Messaging as a Component of Your Inbound Marketing Strategy?

Are You Using Mobile Messaging as a Component of Your Inbound Marketing Strategy?

Learning how using mobile messaging in tandem with inbound marketing can help you to better connect with your customer base.

When most business owners think of mobile messaging they’re likely not thinking of text messages as a complement to their existing inbound marketing strategy. The reality is that if done correctly, SMS messaging can be a great way to connect with your customers and move them along through the purchasing journey.

before we dig into how mobile messaging can benefit your inbound marketing strategy, let’s dig into the concept of inbound marketing and what it can do for your business.

What is inbound marketing?

Before the dawn of the internet, most organizations had to rely on outbound sales and marketing strategies to gain customers. This typically resulted in a large sales staff that physically knocked on doors and made cold phone calls to get sales. These types of strategies are not only difficult, they can also be soul-crushing for the sales reps who have to consistently hear a barrage of “no’s” before ever hearing a “yes”. While these methods are still in use in some organizations today, many companies are beginning to use inbound marketing as a more efficient way to gain new customers.

Inbound marketing is more focused on providing value to potential clients through online content. Think of some of your favorite brands might that keep you interested in consistently producing high-quality content through social media and blogs. These organizations are using inbound marketing to connect with potential customers who have a problem and will, hopefully, find the solution to their problem through a piece of content that’s published somewhere online.

The primary goal of inbound marketing is to turn a stranger into a paying and satisfied customer. The inbound marketing journey can be quite long, so it’s important that organizations remain patient as they embark on this new style of marketing.

What does text messaging have to do with inbound marketing?

You may be thinking that text messaging by its nature is most definitely an ‘outbound’ form of communication. If that is the case, how could it be used as a complement to an existing inbound marketing strategy? Well, as is the case with most marketing methods, text messaging can be effective if used in a way that’s providing value to your current or potential customers, and not bombarding them with sales messages that will do little else aside from tarnishing your brand.

When deciding if SMS messaging is an effective strategy for your organization, you first need to understand how this messaging medium works. According to Techipedia, 98% of text messages are opened, but most people consider text messages a private medium of communication and therefore wouldn’t necessarily welcome a large number of messages that they hadn’t agreed to receive.

Common examples of how mobile messaging can be effective

If, and only if, you’ve received permission to send SMS messages to current or potential customers, there are a number of ways that this method of communication can be effective. Below are some of the more common methods of engaging with your customer base through text messages:

  • Communication with existing customers – One way that text messaging can be effective is to update customers based on a transaction or appointment time. Think of the convenience of getting a text notifying you a service representative is on the way to fix your internet or cable. Another common use of text messaging is to keep customers updated of shipping information while waiting for a package to arrive.
  • Reminders – SMS messaging can also be beneficial to remind customers about an upcoming appointment or bill that is due. This way companies can help to ensure their customers are properly notified about critical information via text as opposed to email, or even postal mail which can often be overlooked.
  • Customer service surveys – Assuming that your customers have opted in to be texted, you can easily send them surveys after a purchase to glean as much detail as possible about the entire customer experience.
  • Nonprofit donations – The American Red Cross pioneered the use of text messaging for fundraising and because of this success, many other nonprofits have started to use text messaging to receive donations. Typically donors can text a certain code to a dedicated number, which will then charge a set amount which will be added to the donor’s cell phone bill. This is a quick and easy way for donors to feel connected to a cause.
  • Customer service – Because consumers as so comfortable with text messaging, companies are beginning to use it as a two-way method of communicating with customers. Rather than sending emails or being sucked into a phone tree with a myriad of different prompts, some companies now allow customers to communicate via text to receive real-time responses to pressing issues.

Salesmsg meets Hubspot

If you’re currently a user of Hubspot, one of the top inbound marketing automation platforms in the world, you’ll be excited to learn than Salesmsg now integrates with this marketing suite. Below are some of the key features you can expect to have access to thanks to this new integration.

  • Automate text messages based on workflows – Easily send automated SMS and MMS messages from your Hubspot Workflows. This can allow you to more easily engage with current leads and in turn boost sales.
  • Two-way SMS & MMS messages – This integration offers real-time two-way SMS & MMS messaging from within Hubspot.
  • Track Customer History – Refer to previous conversations, track processes and even send birthday reminders or personalized messages using details stored in the CRM.

To learn more about this new integration between Salesmsg and HubSpot, feel free to browse over to the HubSpot site where you can learn more about how to connect these two versatile tools and boost your inbound marketing efforts.

Thinking Big: Why Text Messaging is Key to Small Business Growth

Thinking Big: Why Text Messaging is Key to Small Business Growth

It’s immediate, it’s considered more personal, it’s inexpensive and far more effective than email. Your key to better marketing is automating the use of text messages.

Which number appeals more to your marketing appetite: An open rate of 20% or 98%? If that bigger number is more to your liking, it’s attached to the results you can get with text messaging.

Text messages are read within the first three minutes of receiving the message 90% of the time. Used the right way, text messaging can be a powerful tool in jump-starting your small business growth. Here’s how:

Appointment reminders

Got an appointment-based business? Automated text message reminders can reduce no-shows by up to 40%. The benefit of text message reminders is that the investment in the automated platform quickly pays for itself by dramatically reducing the time and effort your staff must put into manual calls or emails to remind customers about an upcoming appointment.

The ROI calculation is easy to do. What’s the cost to your small business because of a no-show? Base that on the price of an automated text messaging service, while keeping in mind that you may be able to reduce this lost business by as much as 40%.

Orders and confirmations

What superpower allows small businesses to run circles around their big-brother competitors? Customer service. And, while emails can be personalized, they’re trumped by the immediacy of a short text message acknowledging an order and offering thanks. These order confirmation messages can be automated.

You can take this to the next level by allowing your customers to re-order using a text message. Get creative so you’re memorable. Pizza delivery companies, for example, have started letting their existing customers re-order their last pizza request by simply sending a text message with one character—the pizza emoji.

Surveys

Smart businesses know that an easy avenue to increased engagement and customer satisfaction is to ask them what they think about the brand. In these days of limited attention, it’s likely that you’re not going to get many participants if you send out an in-depth survey.

One email marketing company tells its clients to expect an open rate of between 15% and 20%. “However,” they continue, “not everyone who will open your email will participate in your survey. Therefore, you can expect the percentage of subscribers who respond to the survey to be even less than that.”

A better approach—especially remembering the open rates of text messages—is to implement micro surveys. A single question sent out as an SMS message, along with an easy way to select a response, can help you to engage customers and get necessary feedback. Plus, you can take the interactivity to the next level by offering to share the results of the micro-survey—especially if your answers are multiple-choice.

Text message and coupons

Which sounds like an easier way to get a coupon?

  • Follow a link to the webpage (which definitely should be mobile-friendly), sign up for an email newsletter, and then wait for the coupon to be delivered. But maybe not before jumping through a captcha hoop or having to confirm that you really did sign up.
  • Scan a QR code with your mobile device, and then receive a text message asking to confirm they want the coupon by tapping “SEND”.

Depending on the product or service your small business offers, the redemption rate for SMS coupons can be up to 10 times the average for a physical coupon. It’s also an efficient way to build a database for future text message campaigns. You know these are interested prospects because they’ve provided you their telephone number in exchange for the coupon.

Our scalable, two-way business texting platform empowers teams to make meaningful connections with prospects and customers without getting bottlenecked by the drawbacks and wait times of email.

Get started today with all the features you need to succeed with this special 14-day trial.

Owning Your Audience: How Text Messaging Helps You Overcome the Barriers of Social Media

Owning Your Audience: How Text Messaging Helps You Overcome the Barriers of Social Media

Because we’ve made our smartphones the device of choice, text messaging provides you with a messaging option that doesn’t have to navigate social media algorithms to get in front of your customers.

What’s up with that? You’ve connected with a customer on a social media network like Facebook or Instagram. They’ve signaled that they want to see and hear what you have to say. But now, whether you pay for it or not, social media network algorithms are deciding how visible to make your posts.

A single post on a social media network no longer instantly makes your message available—even to those who have specifically asked to see it. The “direct reach” to these important people hasn’t been disconnected, but it’s certainly now a convoluted route. If you want a direct connection that’s not at the mercy of being cut by social media algorithms, you need to switch to text message marketing.

By the numbers

Even the government is not immune to being distanced from users on social media. A recent article on a website for government technology reports that some government entities are reporting a reduction by as much as five times.

What are these algorithms doing, anyway? The major social networks don’t officially release all the details, and the algorithms constantly change. But, let’s say you want to reach customers who have opted to follow your Instagram account. There are seven key factors you have to juggle to make sure your message actually reaches them.

  1. How much engagement your posts receive
  2. How long your posts are viewed
  3. Who engages most with your posts
  4. The time of day you post
  5. The type of content you post
  6. How often your account is searched for
  7. How often your posts are shared as direct messages

It’s easy to see that this is all about engagement, but it creates a “chicken or the egg” situation because you can’t get engagement unless your posts are seen. Unless, of course, you pay for it.

A direct connection

You already know where your audience is, but it has become more important to know how your audience is getting there. From browsing the internet—including participating on social media—or communicating with friends, it’s by using their mobile device.

And, because we’ve made our smartphones the device of choice, this provides you with a messaging option that doesn’t have to navigate social media algorithms to get in front of your customers. It’s a direct connection. Here are the top four benefits to using text messages as a way to have direct access to your customers.

 1.   Visibility

Social media can get your brand in front of a wide audience, but in most cases, you’d rather have it seen by your target market. Even if you pay to post or promote it, you’re still a victim of social media algorithms. Plus, you still have to find a way to stand out and capture attention. It’s easy to get lost in a sea of posts, even if you are promoted. You get no special attention.

It’s a different story with text message marketing. You’ve got a direct connection and usually deeper attention. Your message has a tendency to be treated less casually by recipients than yet another notification from Facebook, Instagram, or Twitter about a post. Many companies report higher visibility as a result.

2.  Connectivity

There’s a balancing act you have to accomplish with social media marketing. You’ve got to engage them without annoying them. Many companies judge their marketing content by how frequently it gets shared because we all love to pass along helpful or entertaining stuff to friends and loved ones.

What we don’t appreciate is coming across something we find interesting and want to follow up on, but we know we’ll probably never see it again when we look for it later. Yes, the social media networks have ways for us to save posts for later viewing—if we’re so inclined to figure it out. A text message, on the other hand, can’t get easily lost. We can quickly view it and decide to act on it later.

3.  Convenience

What we’ve always loved about social media is the ability to reach an intended audience quickly and easily with just one post. The social media platforms set up tools to make that possible, which means we don’t necessarily equate the same capability to text messages.

SMS marketing platforms offer this same powerful convenience—but with one important difference. You skip dancing with social media algorithms and connect directly with every single one of the people you set out to reach. Text messaging hands you more direct contact for the same effort.

4.  Cost

A standard Facebook post is free, as is a post on Instagram, or a tweet on Twitter. It costs you nothing to build followers or engage with existing customers. However, you first have to hope you make it in front of people’s eyeballs because of the growing number of prerequisites for your posts.

Facebook and Instagram ads and promoted tweets can be an expensive proposition. You’re paying for prominence, but you’re still fighting for attention as users scroll quickly to try to make it through everything that’s been recently posted in order to find relevant content.

Yes, you pay for business text messaging, too. But, when you consider the visibility and the direct connection, the return on investment is much higher. It’s possible that a single promoted tweet might cost you more than several text message campaigns—direct text messages free of competition.

Two-way business text message platforms are easy to use and don’t even have to be tied to your existing phone service. Find out more and start a 14-day trial.

NEW! Contact Opt In & Opt Out Management

NEW! Contact Opt In & Opt Out Management

We rolled out a brand new feature that handles all of your contacts optin and opt out status for you. No more worries about texting people who don’t want to be texted… it’s all built-in.

Here’s how it works…

How Does a Contact Opt Out?

There’s two ways a user can opt out or unsubscribe from your Salesmsg phone number.