At Moss Rock Solutions, we’ve discovered that many of our clients need to text their contacts, clients or prospects directly from their custom solution while storing these communications quickly and flawlessly in their solution built on FileMaker, Oracle APEX, or the web. Integrating texting (SMS) into the software you use to run your business can significantly improve how you interact with prospects and clients, enhancing both communication and engagement. Here are several key benefits of using texting in custom solutions:
Increased Engagement and Response Rates
- Higher Open Rates: Studies show that over 90% of text (SMS) messages are opened and read within 3 minutes, which make texting an excellent way to ensure that your messages are seen.
- Quicker Responses: Texting is more immediate than email or phone calls. Contacts usually respond quicker to a text.
Personalized and Targeted Communication
- Customization: Since your contact’s information is maintained within your solution, you can tailor your messages. For example, send personalized messages based on a client’s interests, previous interactions, or stage in the sales process.
- Segmentation: You can also segment your prospects into different categories (e.g., leads, warm prospects, or hot prospects) and target messages that resonate with their specific needs or behavior.
Automation and Efficiency
- Automated Reminders: Set up automated SMS reminders for clients, witnesses, and families. For example, send reminders for upcoming meetings or appointments. This reduces no-shows and keeps your contact engaged.
- Follow-up Sequences: Automate follow-up sequences after an initial interaction. For example, if a prospect signs up for a newsletter, automatically trigger a series of texts over time, nurturing the relationship and moving them into long-term growth.
Improved Communication and Customer Experience
- Convenience: Texting offers a fast, convenient, and non-intrusive way for clients and families to communicate with your team. Many people, particularly younger adults (see the graphic below), prefer texting over phone calls, especially if they are busy or in a situation where they cannot talk on the phone.
- Instant Access: Texting provides instant communication, making it easier to answer questions, address concerns, or provide information on the go. This improves the overall client or customer experience and can increase trust in your organization.
Tracking and Analytics
- Measure Engagement: Track how often individuals open and respond to messages, which gives insights into which messages resonate most. It will allow you to refine your communication strategy.
- Activity Logs: All text messages can be logged to give you a detailed history of communications with each prospect. This helps your team stay informed and allows them to personalize future conversations.
Cost-Effective Communication
- Affordable Communication Channel: Compared to phone calls or direct mail, SMS is often a cheaper communication channel, especially when scaled. If you’re working with a large list of clients or class attendees, sending bulk texts is more affordable than phone calls.
- Low Overhead: Automated texting saves on manpower while maintaining high level connection with your clients.
Increased Trust and Relationship Building
- Real-Time Support: When prospects or clients feel that they can easily reach you via text, it builds trust. Immediate responses to inquiries show that you value their time and are ready to help them at a moment’s notice.
- Human Touch: While automation can be beneficial, texting still carries a personal touch to make your communication feel more human and approachable, strengthening the relationship with individuals and/or families.
Multichannel Integration
- Omnichannel Communication: Combining texting with other communication channels (email, phone calls, social media) creates a cohesive experience. You can track interactions across multiple channels and ensure your team is always on the same page.
- Cross-Promotion: Texting can promote other communication channels. For example, send a text with a link to schedule a call or visit your website, creating multiple opportunities to engage with you.
Compliance and Data Security
- Data-Driven Decisions: With SMS data being logged in your solution, you can make informed decisions about any type of outreach, ensuring that you focus on what’s most critical to your clients’ success.
- Regulatory Compliance: By using tools like Twilio, you can ensure that you’re in compliance with regulations like TCPA (Telephone Consumer Protection Act) in the U.S. or GDPR (General Data Protection Regulation) in the EU. These platforms offer features that help you manage opt-ins and opt-outs effectively, ensuring that your communication practices are respectful and legal.
Use Case Examples: The Power of Integrated Texting
Social Services: A social service agency could SMS to send appointment reminders with limited details, schedule classes, send links to articles, etc.
District Attorneys: A district attorney can remind witnesses of court appearances and when changes are made to dockets.
Real Estate: A real estate agent could use SMS to send new property listings or reminders for open houses. Automated follow-up texts could be triggered based on the prospect’s interaction with the listings.
Event Management: For event planners, SMS can be used to send reminders to attendees about event dates, locations, or special offers. It can also be used for last-minute ticket sales or RSVP confirmations.
E-commerce & Retail: Retail businesses can send order confirmations, shipping updates, or time-limited discount codes to encourage purchases from prospects.
Service Providers: Service-based businesses (e.g., home repairs, consultancies) can use SMS to confirm appointments, provide reminders, and offer updates, improving the overall customer experience.
Drive Growth with Automated and Personalized SMS Solutions
Integrating texting into your solution – whether built on FileMaker, Oracle APEX, or the web – can elevate your client and prospect communication strategy, leading to faster response times, more personalized interactions, and ultimately, higher conversion rates. By automating SMS workflows and tracking communication history, you can ensure that your sales team is consistently following up with prospects at the right time, in the right way, with the right message.
Sources:
https://www.pewresearch.org/internet/2011/09/19/how-americans-use-text-messaging/