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Supplementing Your CRM With Business Texting Services

Why your CRM needs SMS (think, Business Text Messaging) …

How do I increase sales and profit?” said Every Sales Leader, Everywhere.

Yes, it is true. Sales Leaders are constantly searching for ways to increase sales and profit. So much so, each year sales executives pour hundreds of thousands of dollars into advertising campaigns and marketing budgets hoping to increase their bottom line.

While at the same time (and without intension), sales executives often fail to focus on their most powerful driver of sales: their customer.

Business Texting Services, texting service for business

As a short disclaimer before I move forward; it must be said that I am in no way, trying to discredit or diminish the value of marketing and advertising resources. They are both, in fact, critical aspects of the sales process.

Having said that, the purpose of this article is to highlight what most sales leaders overlook or perhaps underestimate…. And that is the power of good customer relationship management, and how that can be enhanced simply by text.

Business Texting Services For Relationships and Management

Having a good relationship with your customer makes it easier to conduct business and generate revenue. That’s why many businesses use Customer Relationship Management software (CRMs) to help drive their sales cycle and customer campaigns.

For sales leaders, a CRM is a powerful database filled with valuable customer intel and sales team performance metrics such as the number of meetings per rep or performance ($$$) by sales team. It helps leadership quantify success, and enables management to measure performance across any product, sales rep or territory.

So, with so much value in having a good customer relationship program in place, what’s the problem?

Well there are two.

First, a CRM is only as powerful as you make it. Therefore, having strict requirements around data entry and management is a must – otherwise there won’t be anything to measure.

Unfortunately, we also know that sales reps (especially while on the road) do not enjoy or prioritize time spent on manual data entry – it is why so many organizations sync email with CRM. When it comes to data management, decreasing manual entry will always mean better data.

While email syncing is certainly an option, it also brings us to problem number two…. It is impossible to develop a deep and robust relationship with your client over email.

Business Text Messaging: The Unsung Hero of Relationship Management

What many people don’t realize is that a single solution to both problems already exists – it’s called using business texting services and as a side note, the implementation is even simpler than the concept itself.

For starters, a texting service will automatically sync with your CRM; seamlessly transmitting your text conversation into business email. Ultimately eliminating manual data entry while creating the additional documentation required by most organizations (think compliance).

Second, by using business texting services you are speaking directly to your most important driver of sales: your customer. While most consumers simply prefer to communicate over text, it also simplifies the follow-up dialogue and makes it easier to create a ‘personal touch’ – ensuring every customer feels special.

A Recruiting Case for Business Text Messaging

Case and point: consider the personal impact and importance of logging this text conversation between a recruiter and hiring manager:

Recruiter: Hey! Did you get my email on Monday? How did the interview go with Jason?

Hiring Manager: It went okay. Let’s pass.

Recruiter: Ok! Did you have any feedback? I will send over more resumes.

Hiring Manager: We need more excel experience. Maybe 3 years? Also, do u have anyone who can forecast a sales pipeline? If so, push them to the top of the interview pile.

While this conversation seems straight forward, there are a few factors to consider:

1. The recruiter’s initial email on Monday asked the same question but went unanswered. This is common problem within the recruiting industry that is easily resolved through text. – Getting interview feedback is key! In fact, data tells us that 98% of text messages are responded to within 10 minutes.

2. The hiring manager’s text provided 2 important and new pieces of information. First, the candidate must have at last 3 years of experience in excel and, second, candidates should also be screened for pipeline management and forecast experience. It would be wise to share this new information internally, so other colleagues can better help her fill the role. Since the recruiter is using business texting services, she does not need to waste time manually documenting the conversation over email or updating CRM.

3. Lastly, the recruiter’s manager should be aware of the recent change to the customer’s candidate profile. It is an important milestone to consider when evaluating the recruiter’s performance, like time to fill.

Ultimately, sales leaders looking to increase sales and profits should also look to enable business texting services.

A quick text can be just as effective, and some would argue, is a more efficient way for sales reps to develop deep relationships with their customers post sale. It is perceived as personal and does not require reps to log on to a secure exchange server or manually enter text conversations into CRM.

Stephanie Knapp, Consultant with over 6 years of professional experience in process improvement, strategic planning, project management, and stakeholder relations.

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Texting Service For Business: A Sales Operations Perspective

As a sales operations professional, my goal is to maximize the effectiveness of a sales organization. It means I must be proactive in identifying areas of improvement, well-versed in implementing solutions, and proficient in using both technology and process to drive efficiency.  To be successful, the initiatives I implement must enable management to achieve their business goals while maintaining constant focus on the end customer. For these reasons and others, I have become particularly vocal about the benefits of using a texting service for business.

How is Business Text Messaging More Efficient than Email?

I get this question a lot, and the simple answer is that it’s not. Let me explain:

As any sales operations professional will tell you; when it comes to creating efficiencies, there is never a one-size-fits-all approach. In fact, the most successful solutions solve for a variety of business needs unique to an organization, it’s employees, and their end-customer or prospect.

So when thinking of efficiencies through the lens of our earlier question – instead of asking ourselves text or email, we need to be thinking about the uses cases, areas of opportunity, and as always, taking a blended – and streamlined – approach to communication.

By way of example, the below use case demonstrates how a local moving company leveraged a texting service for business to create capacity for their administrative team, drive efficiencies throughout the organization and enhance the overall customer journey — all the way from quote to cash.

Moving Company Uses TextBetter™ for Their Texting Service For Business

A 50-person moving company (“John’s Movers”) uses 3 logistics coordinators to answer phones, book appointments, and coordinate schedules for their movers in the field.  After limited office space prevented John from hiring a 4th coordinator during peak season, he called the team at TextBetter.

The Challenge? How can we get John’s team of logistic coordinators to work smarter and not harder? Here’s two examples of how the TextBetter team delivered.

Auto-Generated Text Message Reminders from Business to Consumer

  • Decreased ‘no show’ appointments;
  • Made it easier for customers to reply / reschedule appointments over text.
  • Since customer replies over text are received via email, logistics coordinators spend less time on the phone tracking down customers;
  • They also became more effective as having a documented conversation history to reference ultimately decreased human error.

Streamlined and Documented Employee Communication

  • Real-time communication made the staffing process easier and quicker; especially helpful when someone from the moving team is out with a last-minute flu or a family emergency.
  • Documented communication also created the additional visibility John didn’t know he needed. Once a mover texts ‘I’m running late’ or ‘customer no show’, the message is received by email.  This can be forwarded to the billing department.
  • Lastly, through enabling text you are also enabling better data – although this feature is not widely offered within the industry – the team at TextBetter can help you deploy a texting service that is received by email and automatically logged in CRM.

Ultimately, the use cases for business text messaging are as far reaching as they are meaningful. This is true as long as they cater to the people you are communicating with.

So what are the specific, tangible benefits of a texting service for business?

There are many.

First, and perhaps most importantly, customer engagement is enhanced and improved.  Response time is increased, interaction is efficient and personable; perception of your value offering is elevated.  As a result, customer loyalty is immeasurably strengthened, and referral activity proactive and permeating.  The result? B2C text messaging service that caters to your customers’ desired mode of communication without the sacrifice of lost information and process inefficiencies.

Second, business texting services eliminate the manual effort of transferring customer conversations via text messaging to CRM or email. Data entry and pertinent customer information is seamlessly integrated into existing email workflows as if it were through a single mode of transmission.

Lastly, using a business text messaging service creates a real-time communication environment. In this, customers are less inclined to call your help desk and more likely to have a better customer experience.  It also means that B2C texting services create measurable efficiencies for customer service reps by enabling them to multiple task – communicating both professionally and efficiently.

Have questions on TextBetter can make business text messaging work for you? Call or text us today at 800-322-1112 so we can text enable your business phone number and set you up with our text to landline solution. Test drive TextBetter for 15 days.

Stephanie Knapp, Consultant with over 6 years of professional experience in process improvement, strategic planning, project management, and stakeholder relations.

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Texting Services For Business Could Be The Boost Your Company Needs

The Next Generation of Texting Services for Business

The digital landscape is ever-changing and as business professionals we are constantly searching for new and innovative ways to connect with our customers. In recent years the rise of instant-applications and mobile technologies have redefined the way in which we do business: it’s not what we say, but how we say it. And for 97% of Americans, what we say is generally communicated over text.

Texting Service for business

Introducing Business Texting

Instant, concise and low-cost, it’s easy to understand why any organization would want to tap into business text messaging. According to recent data, U.S. smartphone owners between the ages of 18 to 24 sent over 2,000 text messages per month and received just over 1,800 text messages on average.
And while the use of text messages may not surprise, I can tell you the level of engagement is shocking – did you know 98% of text messages are responded to within 10 minutes or less?

I’m starting to feel bad for email.

However, the benefits of texting services for business reach far beyond the popularity of the channel itself – in fact, when integrated correctly with pre-existing marketing efforts, the advantages of using texting services for business are further amplified. The result? Experts say enhanced customer experience, increased consumer retention and a stronger overall brand.

Integrating a Texting Service into your Marketing Plan

Business text messaging is a powerful (yet underutilized) way to engage or communicate with your customers. In fact, more and more we are seeing industry giants across multiple verticals seamless integrate texting services into their pre-existing marketing efforts; effectively creating what marketing pros refer to as an omni-channel, multi-device strategy.

In laymen’s terms an omni-channel, multi-device strategy boils down to customer experience – and more specifically, how to make your customers experience as seamless and positive as possible through each of the various channels (or devices) employed. It is characterized by providing your customer with real-time, personalized experiences just as they need them, and frankly, is a clear sign of the times.
So for any business trying to survive today’s digital boom, the natural next question is how?
From appointment reminders to recruiting efforts or even just a ‘soft touch’ – the TextBetter™ team has the solution for you. All you need to do is ask us how.

Call or text us today at 800-322-1112 so we can text enable your business phone number and set you up with our text to landline solution. Test drive TextBetter for 15 days.

Stephanie Knapp, Consultant with over 6 years of professional experience in process improvement, strategic planning, project management, and stakeholder relations.