CRM Software with Texting: A Modern Approach to Customer Relationship Management

Today, businesses require new and efficient communication methods with their customers in a world that is fast-paced and run on technology. Old school mass communication like email, call and face-to-face meeting still work but you can not depend on one channel in isolation. Meeting the expectations of the modern consumer has caused companies to increasingly turn to CRM (Customer Relationship Management) software with built-in texting capabilities, Together, they enable businesses to provide tailored and real-time communication as well as enhancing customer service operations.

What is CRM Software?

CRM software is a solution that provides businesses with tools to manage and analyze customer interactions and data throughout the customer lifecycle. CRM software is used by businesses to manage their interactions with current and potential customers — ultimately, the goal of all CRM software is simple: improve business relationships but also help in customer retention and sales growth. CRM systems hold vital information like contact info, purchase history, and past interactions so that businesses can have a complete picture of everyone who walks through their door.

Modern CRM system is so much more than an electronic phone book. Over the years, it grew with marketing automation, sales pipeline management, analytics tools and reporting hub to focus on making businesses work efficient and customer relations better. Nevertheless, as our digital landscape is changing and customer preference is varied over time, CRM software needs to evolve.

Source: gocrm.io

Text Messages are vital in customer Relationship Management

But text messaging (SMS, Short Message Service) have grown to be one of many key shopper communication channels. You may have read that 98% of text messages are opened within minutes, with their average response time hovering around just a minute and a half. Unlike email and other communication types, this has a clear contrast: it boasts high opening and response rates.

Texts are considered more personal, more immediate and less intrusive than emails or phone calls anti-hyperlinks to third party sites. This way of contacting customers is more likely to be read and respondedbythecustomerabsentreachesatonce. This is why many CRM systems are integrating texting features into their platforms, enabling businesses to communicate with their customers through SMS directly from their CRM.

Advantages of Texting-Based CRM Software

1. Real-Time Communication

Real-Time Customer Communication Text messages are an instant form of communication with a 98% open rate, among many other benefits (which we will discuss below), the ability to communicate in real time isso one of them & this is the main advantage of using texting within your CRM software. For example, text messages are read and answered within minutes unlike email or phone calls, which tends to be quite slower. What this means for businesses is that they can take care of customer problems, answer inquiries, and offer help much faster which ultimately means greater levels of customer happiness.

2. Increased Customer Engagement

Text messaging provides a more personal and direct sense of communication. A text message is much more likely to be read by a customer than an email, which may go straight to their spam folder. Texting allows businesses to get messages through with promotional offers, reminders, appointment confirmations, order updates etc. All of these lead customers to interact with the company more often than usual.

3. Enhanced Customer Experience

This means businesses can integrate texting with their CRM to provide a better customer experience. Customers want high-speed communication when it comes to inquiries, issues, updates and in any other aspect. Compared to other channels, such as email or phone calls, text messaging offers a convenience and speed that is usually unmatched.

4. Increased Conversion Rates

Compared to other communication methods such as email, text messages have higher open and response rates. So that is what makes texting an effective tool for sales teams. Business can utilize the immediacy of SMS communication, as either personalized promotions or follow-up message after a sales call will eventually lead to higher chances of conversion.

5. Better Personalization

With CRM software, businesses can easily segment their customers based on preferences, behaviors and previous interactions to send more personalized messages. Companies can add a personal touch by using texting. Your messages, be it appointment reminder or any special sale/recommendation will come out right when they need it – personalized and specific to the customer.

6. Cost-Effective Communication

Cost-effective. As a business messaging tool, text messages are usually more affordable compared to other forms of communication such as phone calls. For example, a business can create a text marketing campaign and send a hundred messages for a fraction of the cost for the phone call to each customer. Again, a short message requires fewer resources to handle. It can also be a time saving method of assisting customers without sacrificing quality of service.

How it Works with CRM

In most cases, CRM software allows sending and scheduling text messages through the platform itself or integrated SMS gateways or external texting services. The service itself will depend on the CRM platform being used and messaging service, but most of them can be boiled down to the following steps:

Customer data management. When sending a text message, a business can select a particular contact record or a group of records, considering all the available contact details. The record also includes phone numbers associated with the customer
Creating the message. Depending on the business goal, the message can be crafted to be sent automatically when a customer completes a purchase or signs up for a service, or it can be personalized and sent by the sales or support team.
Sending texts. After the record has been selected and the message has been crafted, the business can send the text directly from within the CRM platform. Depending on the available features, texting services allow sending the message in bulk or individually.
Two-way communication. Most CRM systems that allow sending messages also enable receiving them. For example, when a customer responds to a message, a record of this communication appears in the system. This enables the business to reply quickly.
Reporting and Analytics: Most CRM systems with texting capabilities will also include some type of reporting tools that allow you to understand how SMS campaigns are performing. It provides businesses with the number of messages delivered, read and responded to, allowing companies to understand which part of their communication strategy is working.

Top Text Message Capable CRM Software

There are a few CRM software with texting built into their platform. Here we look at some of the top ones out there:

HubSpot: is a top ratings CRM that supports SMS functionality (as part of contact engagement) right out the box via 3rd party texting app integrations like Twilio. We also build a very robust platform which allows businesses to create custom text and track customer responses right in Salesforce CRM.

Zoho CRM: With Zoho CRM you get a decent set of features including SMS integration. By means of text blasting inside the app, it allows you to send automated texts to your clients for follow-ups, reminders and promotions.

Salesforce CRM: Salesforce is one of the most potent CRM in the Market. It works with SMS service providers so businesses can send text messages to customers through Salesforce.

Freshsales CRM: Part of its integrated features, Freshsales include build in texting options enabling business to send out SMS campaigns, tracking responses and make customer-specific messages easily. It also provides tools to automate the messaging process.

ActiveCampaign: ActiveCampaign is a great CRM for companies that focus on marketing automation. This includes SMS, enabling businesses to send promotional texts, appointment reminders and follow-ups.

Challenges to Consider

CRM Software with Texting Features: Pros and Cons Although CRM texting software comes with myriad benefits to a business, it also brings along a few challenges that you may consider:
Following Regulation: You need to follow regulation including Telephone Consumer Protection Act (TCPA) when you are sending a message. This consists of getting customer approval before sending them advertising texts, and supplying an easy opt-out for customers.
Text messages are very personal and exude a sense of simultaneous intimacy. In using SMS as a communication tool, businesses need to tread carefully and protect sensitive data.
Overtexting: Though this form of communication is an effective tool for your business, overtexting a customer can make that customer feel overwhelmed. If you message too much, people will opt-out and ruin the customer relationship.

Conclusion

CRM with texting features is certainly a breath of fresh air for businesses looking to leverage their customer service, engagement, and sales techniques. Integrating SMS communication into CRM systems enables businesses to enhance communication, provide customized experiences, and keep customers engaged instantly. At the same time, organizations need to realize compliance and privacy issues can prevent their texting initiatives from making customers feel even closer, with texting promising to reignite a moment of real relationship.

Moving forward, CRM software with texting will be instrumental in how businesses engage their customers more than ever before, boosting sales, and encouraging loyalty.

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