Did you know that SMS messages have an average open rate of 98%?
The statistics clearly indicate that the open rate for SMS messages is extremely high compared to other digital communication channels. This is because more than 90% of customers prefer receiving text messages from businesses over a phone or email.
Recognizing the potential of SMS messages, the majority of e-commerce businesses are shifting to SMS surveys for customer feedback. Surveys play a vital role in helping businesses understand customer preferences, provide personalized customer service, and improve brand loyalty.
As Salesforce stands as an industry-standard CRM, integrating it with SMS surveys unlocks new possibilities for enhancing customer engagement and personalizing experiences. Lead Manager Ninja, the #1 SMS App for
Salesforce, can help you send SMS surveys right from Salesforce.
This blog will explore the potential of Salesforce SMS Surveys in transforming the way e-commerce businesses collect customer feedback. Also, we will help you understand how Lead Manager Ninja can level up your SMS Surveys game.
An Overview of SMS Surveys
SMS surveys, also referred to as text messaging surveys, are a powerful method of collecting data or feedback from customers by sending a set of questions to them via SMS.
There are two ways to provide a survey questionnaire to respondents:
- Directly within the text message, enabling the respondents to answer them by replying to the same message.
- Provide a survey link in a text message, prompting respondents to click it and answer the questions right from their mobile browsers.
But, why are SMS surveys used widely for collecting valuable customer data? Well, here is the answer:
- SMS messages have impressively high open rates and response rates.
- SMS surveys are more convenient, as they do not require respondents to use a computer or laptop.
- They are easy to set up and are non-intrusive.
- Organizations receive survey data quickly, facilitating decision-making.
- SMS surveys are a way more cost-effective and simple to administer.
- Brevity in SMS messages encourages high participation.
How do SMS Surveys in Salesforce Help E-Commerce Businesses Drive Growth?
As SMS surveys are quick, they serve as a robust tool for e-commerce businesses to instantly collect actionable feedback from customers. Accordingly, they can make significant improvements to their products/services, offer personalized experiences, and drive high conversion rates and sales.
However, when integrated with Salesforce, SMS surveys provide better insights into customers, enabling e-commerce businesses to make strategic decisions.
1. Centralized Data Management
Integrating SMS surveys with Salesforce facilitates the collection of all customer feedback and survey data in a centralized location. This makes it easy for e-commerce businesses to access, manage, and analyze feedback and make strategic business decisions.
2. Enhanced Customer Profiles
Combining survey responses with existing customer data in Salesforce enables e-commerce firms to gain a holistic view of each customer. This helps them understand customer preferences, shopping habits, and needs. With these insights, they can carry out personalized communication with customers, leading to better service.
Furthermore, e-commerce businesses can leverage survey data to segment customers based on their feedback and responses. After successful segmentation, they can carry out targeted marketing campaigns, create personalized offers, and send customized follow-up messages, resulting in maximum customer satisfaction.
3. Real-Time Insights
When you combine SMS surveys with Salesforce, you can capture and analyze customer feedback in real time. This implies the survey feedback is quickly reflected in Salesforce. Utilizing the feedback, you can understand and address customer issues immediately, significantly reducing the likelihood of negative experiences.
4. Improved Customer Satisfaction
Delivering personalized experiences and addressing concerns promptly helps improve customer satisfaction. This, in turn, leads to strong, long-term customer relationships and enhances brand loyalty.
5. Drive Product Innovation
Businesses can utilize survey feedback to improve their existing products. They can determine the pain points of customers and understand their needs. Accordingly, they can build products that truly resonate with their customers. This drives unprecedented customer engagement, increasing sales and revenue.
6. Enhance Follow-Up Actions
Based on survey responses, e-commerce businesses can automate follow-up actions within Salesforce. These actions include scheduling a call or sending a thank-you note, sales or promotions, discounts, etc. Follow-up actions ensure that no feedback is overlooked and make customers feel valued.
How Lead Manager Ninja Can Help Facilitate SMS Surveys in Salesforce?
Lead Manager Ninja is a multi-channel Salesforce messaging tool that consolidates various communication channels, such as SMS, WhatsApp, Email, Facebook Messenger, MMS, and Telegram. It unifies customer interactions across all these channels in a single inbox, ensuring that no single message is left unnoticed. As a result, you communicate with your clients or leads on their preferred communication channels right within Salesforce.
Since Lead Manager Ninja facilitates the seamless integration of SMS and Salesforce, e-commerce businesses can effortlessly enhance their SMS survey processes within the CRM.
1. Bulk Messaging
Lead Manager Ninja’s bulk messaging feature allows you to send SMS surveys to large customer segments quickly. If your e-commerce business has an extensive customer base, bulk messaging lets you send SMS surveys and receive responses instantly without any manual effort.
2. Customizable SMS Templates
Lead Manager Ninja comes with a set of customizable SMS templates, allowing you to fine-tune them to align with your objective and brand voice. Also, you can create your own survey templates and use them multiple times whenever required.
3. Personalized Messages
Since Lead Manager Ninja integrates SMS with Salesforce, you can incorporate customer details, such as names or recent purchases, in your survey messages. Personalized surveys capture customer attention quickly, encouraging them to share their elicit responses.
4. Zero-Code Chatbot
Lead Manager Ninja’s zero-code chatbot can seamlessly automate follow-up actions on the responses to SMS surveys, significantly reducing manual intervention. For instance, if a customer responds with negative feedback, the chatbot can immediately offer a resolution or escalate the issue to a customer service representative within Salesforce.
With the aforementioned features, Lead Manager Ninja makes it easier to collect, manage, and act on customer feedback within Salesforce through SMS surveys.
Conclusion
SMS surveys bring a multitude of benefits to e-commerce businesses. However, the integration of SMS surveys with Salesforce serves as a powerful tool to transform customer feedback into a potential driver of growth, innovation, and customer satisfaction. It combines the power of the speed and wide reach of SMS messaging with Salesforce’s data management and analysis capabilities. This combined power leads to personalized customer experiences, product improvements, and strategic, data-driven decisions.
Want to boost your SMS survey capabilities? Opt for Lead Manager Ninja, the #1 SMS App for Salesforce. It is an ideal solution to integrate SMS with Salesforce and facilitate SMS surveys for immediate customer feedback. It provides outstanding features that let you successfully initiate SMS surveys, collect and manage feedback, and automate follow-up actions.