You want to offer customers a great experience with a personal touch. SMS messaging gives you just that opportunity. You can be responsive, knowledgeable, and truly show you care about their individual needs. When you have the right SMS messaging solution.
We all know that every customer journey is unique. You can’t assume everyone sees the same information, asks the same questions or has the same interests. Different people across your organization are involved at different touchpoints in the process. Which means buyers have received different insights.
That’s why your marketing, sales and service teams need access to all the conversations you have with each individual buyer. It’s the only way they can offer a true personal touch.
Most SMS messaging products do not support full-context messaging, meaning they don’t share conversations across Salesforce objects.
As your customer moves through their journey, from lead to opportunity to contact, there’s no complete conversation history available. Each messaging conversation remains in its specific silo, or object. That puts you at a disadvantage because:
That’s why we created Full-Contact SMS Messaging in Converse. Our customers wanted to be able to see all related conversations for each individual lead, opportunity, contact and case record. Their customers love them for it.
Your teams need a full conversation history available to all involved users, regardless of which SFDC object they interact with.
When reps have a full-context history, they can quickly access recent insights to increase their personal touch. Which means customers have a better experience. Here are some examples.
When you arm sales reps with full conversation histories, your reps access key insights including:
Full-context messaging empowers sales reps to handle more prospects with a highly personal touch that leads to more business revenue.
Customer service reps responding to a case can utilize all the previous messaging history. As a result, they:
Customer services reps who know the entire history of a customer can provide much more relevant and responsive service. Especially compared to service reps who have to ask customers to repeat themselves, again and again.
We all want to provide a seamless personal touch to our audience. That’s how we differentiate our businesses.
SMS text messaging offers a powerful way to deliver that personal touch. Yet, if the full history of messages aren’t shared at each step, sales and service employees are unable to find past information. That dilutes the personal touch you offer. It also wastes time and makes your customers question how much you really value them.
Providing access to every conversation gives your teams the context needed to create better and memorable experiences for customers.