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Anyone using SMS to text/engage with customers during Onboarding?

  • 25 July 2024
  • 3 replies
  • 57 views

The customers we support LOVE engaging via text and we see much higher response rates when we reach out via SMS instead of email or phone.

We currently use Zoom Phone, but it’s been cumbersome.

  • Difficulties in associating conversations back to the SFDC Contact
  • If PM’s out OOO - it’s not easy to route text’s to other team members. 
  • The App doesn’t do a great job of notifying our PM’s when a text comes in

I’d love to know if anyone else is using SMS within their projects and what platforms/tools you’re using!

 

I know Guide released SMS notifications, but we’re looking specifically to reach out, engage, nudge, ask questions, etc.

3 replies

willpatterson
Userlevel 3
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Oh! Forgot to add:

We have SMS as an available channel through Intercom for our Support Team. Which we like. I’d love to throw my Onboarding team into Intercom, but this would be an expensive path just for Onboarding SMS. Something like $99 user/mo. 🤢

chrishaleua
Userlevel 2
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Adoption reports show that Silverleaf and Follett are using SMS the most besides Boulevard. I suggest that @willpatterson connect with @MRicketts to exchange ideas around text notifications. 

 

-CH
M

We’re not currently doing anything special with the SMS notifications. Just the standard behavior that comes from GUIDEcx. We have no additional integrations or platforms running along with it.

 

I’ll ask around to the Guides to see what they may be doing to to drive that adoption.

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