The outbreak of covid-19 has accelerated our behavioral shifts and consumers today are more aware of data privacy rights than ever before. As thought leaders are predicting a phasing-out of third-party cookies, business-to-consumer and business-to-business enterprises have started to march towards a first-party data environment that is both safe and cookieless!
When most enterprises are finding ways to part with third-party data, it is not that hard! In fact, there are several ways through which you can directly get your consumer data and drive your digital engagement. Website activity, emails, sales interactions, support calls, and feedback programs are the commonest examples.
Digital engagement is as easy as pie, provided you know how to leverage Short Codes in your Salesforce CRM!
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Why Short Codes for your Salesforce digital engagement?
In a world where consumers are more concerned about their data privacy, adhering to the compliance rules is the key! Short Codes are one of the easiest ways to connect with your customers digitally without compromising on the compliance rules. From sending messages to automating the service processes, these five-to-six-digit numbers can help you with literally anything and everything!
If you are a Salesforce user, you can purchase your Short Code through your account executive. As Short Codes are pre-approved by carriers, you can send messages to a mass number of audiences without worrying about spam flags. When most customers restrain filling in their credentials by clicking a link or a URL, Short Codes can be the best alternatives. Because through Short Codes your customers themselves are double opting-in to receive messages from you.
Now, this is the foremost reason why enterprises are getting back to SMS to retain a high frequency of digital engagement.
How Short Codes work with Salesforce!
When you integrate your Sales Cloud, Marketing Cloud, and Service Cloud you can amplify your Salesforce performance and increase the cross-selling opportunities. Not just cross-selling opportunities, you can also easily find your defined leads in a matter of messages through Short Codes!
Short Codes in Marketing Cloud can help you conduct mobile marketing campaigns and sales promotions on the go! Once you receive your customer data you can initiate sending burst messages through Short Codes. And when your customers opt-in/reply to your Short Code message, you can move their details to Sales Cloud, where your sales team can track them in the sales pipeline. Through Short Codes, you can also make your customers double opt-in to ensure that your digital communication is in line with the compliance rules.
From the first encounter with your brand to building an affinity, the entire journey of the customer can be automated through Journey Builder, a feature inside Marketing Cloud.
Deliver the most appropriate customer data to your sales team!
When a customer fills out a form on your webpage, you can double-check their contact number by sending them an SMS Short Code. If they do not receive an SMS message, they can recheck the form and revise their phone number. Now, this can ensure that your sales team is building a relationship with the right prospect who has genuinely shown interest in your brand.
Your sales team can also get to know the customers’ responses to promotional messages and special events that were sent from Marketing Cloud. By having visibility over this detail, they can offer a more personalized consumer experience based on the customer’s likes and dislikes.
Resolve customer queries and offer personalized customer service
Whenever your customer raises a service request through Short Codes, the message can be immediately routed to the expert service executive so that they can quickly contact your customer and resolve the issue. Now for this, the omni-channel feature must be turned on! When the service executive fails to respond or turn on the omni-channel feature, within the configured minutes the customer can be routed to the next available service executive.
Now, this omni-channel routing feature in Service Cloud can help your sales team with lead generation as well! When your potential customer responds to the Short Code promotional message that was sent through Marketing Cloud, an API can be triggered in Service Cloud so that your salesperson can connect with them at the earliest and turn them into an opportunity.
Enhance self-service opportuniy ties through Short Codes
Imagine your customer looking for some service-related queries. Would you bore them with multiple calls or connect him with the person who can solve his problem? We all know! It’s the latter!
When your customer sends ‘HELP’ through the Short Code, you can send a relevant link where they can filter the solution they are looking for. Your customers get to speak directly with the resource they are looking for without being worried by a sequence of phone calls! Service Short Codes are an ideal way to keep your customers updated regarding order placement, shipment, and delivery.
Be it online or in-person, your customers always want the best service experience. Through Short Codes, you can ensure that you acknowledge and empathize with your customers’ service-related queries and get back to them at the right time with the best possible solutions!
The problem with businesses today is they have more data than ever! But there is a decision gap for stakeholders to understand and leverage the data. Short Codes can be the simplest and a cost-effective alternative to drive your digital engagement with the data that’s in your hand.
Talk to our Trailblazers today to know how we are transforming the digital engagement game with cutting-edge Salesforce technologies.
