Salesforce Texting Buyer’s Guide Webinar: 5 Critical Evaluation Points

Good afternoon. Welcome to TrueDialogue Salesforce Texting Buyer Guide webinar. My name is Corey Fine, Vice President of Sales here at TrueDialogue, and we’re gonna talk today about five critical evaluation points to cut costs when implementing an SMS solution into your Salesforce CRM. A little bit about TrueDialogue before we get started. TrueDialogue released version 2.0 of our platform in May 2021. Since then, we’ve had explosive growth of 300 plus customers taking advantage of our SMS tools. We are headquartered in Austin, Texas. Company’s been around for a total of just over 12 years now. And a few things that make us unique in the marketplace are our ability to save organizations cost, real dollars when it comes to their SMS spend. On average, we’re able to save organizations up to 50 % compared to competition. Additionally, we provide 100 % United States-based customer support that follow you through your lifecycle as a partner of TrueDialogue. This is from implementation, training, and ongoing support. We’re here every step of the way to make sure you’re getting the most value out of your SMS solution. Our platform also is provided through a couple of different lenses. We have full API documentation. We have a user interface that could be launched and used right away. But most importantly, and what we’ll talk about today is our 100 % native Salesforce integration that only takes up to a day to launch and get started. TrueDialog is trusted by household name organizations that include for-profit universities, public universities, well as Fortune 100 organizations who rely on TrueDialogue to optimize their communication with their customers through both our integrations and our user interface. Now, looking at TrueDialogue holistically, we offer our platform in a couple of different ways. Three main lenses, user interface, APIs, and most importantly, what we’ll talk about today, is out of the box, completely native integrations, which includes Salesforce. We also have integrations into other marketing automation systems like Marketo, Eloqua and HubSpot. When using all these tools, we provide access to true dialogue as a single pane of glass. When we go through our Salesforce integration today, you’ll find that everything lives in and out of Salesforce. This provides a lot of value to our customers. and make Salesforce the ultimate system of record to house all your SMS information. When looking at our platform, everything is customized through the Salesforce reporting. All message logs, all information, and all messaging is actually done natively inside CRM. One of the benefits of working with TrueDialog is you get access to a multitude of different mediums to send your messages. both long codes for one-to-one customer communication from your sales or customer service team, as well as short codes for marketing bulk messaging, which all can be done right within Salesforce. And then you have the ability to schedule, trigger campaigns, manage contacts, manage messaging, manage reporting, all through Salesforce, once again, making Salesforce your system of record. So at the end of the day, Why did customers tell us where better? One, because we’re completely native. True dialogue was recognized as CIO reviews, most promising Salesforce tool of 2021. And our platform is completely native built into Salesforce. That means your team never needs to leave Salesforce to send and receive both bulk and two way messaging. That’s the other area that makes us unique and makes us better. We provide. bulk and two-way messaging from the lead, contact, account, and opportunity record, as well as reporting from lead lists, contact lists, account lists, opportunity lists, and campaign lists. This allows for more automation, better value of who you want to receive your message, and optimized transparency across your organization. Our integration also works with Salesforce Flows. So for all of our Salesforce admins out there, This allows you to build automation and triggers to send messages off of activities and events that happen in Salesforce. A great way to keep customers up to speed based on their life journey with your organization and create further optimization for your organization to ease the pain of your team. Finally, organizations tell us we’re better because of our customer support model. We have 100 % United States based customer support. that will respond to inquiries within one business day. With these four things, TrueDialog is known as the leader in the space when it comes to SMS messaging through Salesforce. Now, as an organization, what should you consider? What five things should you be looking at when it comes to messaging through Salesforce? First, how easy is it to reach your customers? How long should it take me to access the platform? What does implementation look like? How quickly can I start sending messages? How much does it cost? What is the per unit cost for sending a message when working with TrueDialogue or any organization? Finally, how is support handled? We’re gonna dive through today’s webinar and talk through each of these aspects respectively. After we go through these five, please stay tuned as we will walk through. our true dialogue Salesforce integration and make sure you could see it firsthand and the impact it could have on your organization. Let’s get started. How many options or features do you have to reach your customers? So what does this mean, right? What tools can I use to send a message? Traditional long codes or 10 digit numbers. These are easily accessible. These are created and we all have them. Everyone has a cell phone. These are created mainly for peer-to-peer two-way messaging. I want to give my sales team access to communicate with prospects or leads throughout the selling process. Maybe we send out a contract and we want our sales team to follow up on that contract via SMS. Great use case for long codes or two-way messaging. Short codes. How can I my marketing team leverage SMS to engage consumers throughout the process? How could I send one to many bulk messages. What does that look like? How is that done through Salesforce? If I am using a short code, how many individuals can receive my message at a time? What are some of the limitations on list views? We’ll dive through each of that as we go through the platform. Really critical to understand your use case. Are we focused on pure peer two-way messaging or are we focused on bulk messaging that should be done on a short code? Once you understand your use cases, then you’ll know which medium is best for you. From there, can I send these messages completely natively inside Salesforce as a CRM? If I can, what does that look like? How quickly and easily does it take for my team to be trained on how to use the tool? When built natively and done right, there should be little to no training. And that’s the importance of a completely native CRM and Salesforce integration. How easy is it for me to build these campaigns and enable these messages? When thinking about long code numbers, can I text enable existing landlines or VoIP numbers? Or if I provision new long codes, can I set up call forwarding? All of this is really important to make sure your customers have a great customer experience with your brand. And that’s what we’re all fighting for, enhancing the customer experience. and making sure as your brand portrays yourself in the marketplace, you’re looked at as a leader and easily accessible through SMS because that’s what consumers want today. So it’s really important to understand your use case, understand what features are best for you when talking about and talking with different providers. When thinking about deployment, how quickly can I start using SMS embedded into Salesforce? Do I need to devote development resources or IT resources to get the integration to work? Is the platform completely native or are we logging information via a callback? Really critical for Salesforce admins out there to make sure it’s completely native for reporting and tracking purposes. If I sign up with an organization, is it as simple as downloading their package from the app exchange? Can I turn the system on within 24 hours? Or does it require development work, IT resources and leveraging an API to get this to work? Each different area has a different impact on an organization’s use, customization of the system, but making sure you’re seeing value in ROI right away. is mission critical for your SMS tool to be completely native and out of the box built into Salesforce for easier deployment and to decrease your reliance at other resources in your organization. like IT and development. When looking at onboarding, how familiar is the my partner with the Salesforce ecosystem? Can they provide insights into what organizations are doing to optimize the use of flows or one-to-one messages or bulk messages? How intuitive is this system? If it’s built natively in Salesforce, Does that mean that my team could just log into Salesforce one day, see a beautiful shiny button that says text message and start sending messages? When done right, like with true dialogue, the answer to that is yes. That decreases onboarding, decreases your internal investment, and will overall increase adoption of your SMS provider. Most importantly, if my team’s on the go, they’re out in the field. Can I leverage the Salesforce One mobile app to send and receive messages? Does the Salesforce One mobile app have parity with the web version? If that answer is yes, you’re gonna see your adoption rates increase and you’re gonna see SMS have a much bigger ROI than other organizations. TrueDialog does provide access to all of these. And again, we’d be happy to share more during your evaluation process. Finally, let’s talk about price. What is my per unit message fee? How does the organization charge by features or by tools that I’m getting access to? Is the pricing all inclusive? Do I know my projected volume? If I know all of this, I should be able to evaluate my per unit fee is and get the most bang for my buck when it comes to messaging. If all these tools are all inclusive, then both sales, customer service, finance, and marketing. could all take advantage of the integration and message customers with different viewpoints and with different relationships in mind. When it comes to support, can I pick up the phone and actually talk to someone? Or do I have to rely on email? What SLAs are set forth from a support perspective to make sure your questions are getting answered? There’s a lot of new rules and regulations that are released when it comes to SMS. Most recently, 10 DLC is your provider up to speed with 10 DLC. Do they have an easy way to register your numbers with the campaign registry to make sure you don’t lose any downtime when it comes to messaging? All of this, when looking at a support model, it’s a mission critical to have dedicated support, United States based customer support and organizations you can actually reach on the phone that hold themselves to their SLA. Now, once again, when thinking about what to look for in a provider when it comes to SMS, the five key areas to look at when cutting costs are how many options and features do we have to reach our customers? How long before the platform could be accessed? How quickly can your team use texting? How much will it cost? And what does support look like? When these five things work in tandem, the ROI with a native SMS solution into Salesforce is measurable. If you are interested in learning more, please feel free to text the word, demo to 70626. Once again, C demo to 70626 and write in that text message. could click a link to schedule a call or you could reach out to me via email. by emailing corey at truedialogue.com. Easiest way to get ahold of me is corey at truedialogue.com. And before we break for the day, I’d love to dive through our Salesforce integration and give you a firsthand view of how this looks in action. So here we are. Here’s our Salesforce instance. As you can see, I’m on a contact record page. When I have mobile phone number and mobile field filled in, I have the ability to type a message right from the contact record. When doing so, all of my messages will be stored. We will log the user that actually sent the message for parity across your organization. This is really critical if we, if we’re in an industry or our organization is high turnover. By having everything stored natively inside of Salesforce, if you change users, you change accounts, you hire new people, they could pick up right where the last individual left off. All messages are stored and logged right on the activity timeline. So the way you could report on SMS activity is the same way you’d build a call report. We log this as an activity and it’s all tracked natively inside Salesforce. Salesforce also becomes a system of record for all opt in and opt out. So if an individual does reply stop to a message, there’s no work to be done by anyone on your team. Automatically the individual will be opted out and no further messages could hit that handset. We also give you the ability to use flows that also include different merge fields. So when populating different merge fields, a great way to increase utilization, increase adoption, and streamline the process for your users. Different templates could be used, whether you’re looking at the account record, the contact record, or the opportunity record, and can be auto-populated when selecting a template. With TrueDialog’s integration, you also have the ability to send bulk messages. All you need to do is create a contact list, lead list, accounts list, opportunities list, or campaign list. Now, one of the beauties of our integration is there’s no limitation on how many records could live on that list. Salesforce out of the box solution is 250. TrueDialog has created a workaround where you can have and send at any given time. up to a thousand records on a contact list to receive your bulk message. When sending a bulk message, here you have the ability to select from a long code or a short code. Once again, using templates with different merge fields or simply typing in your message, you can see the individuals that live on that bulk list that you selected, and you could send your message. Great tool for marketing, great tool for… sending a list to folks in your pipeline, but sending this message would be one too many. Also, creating templates and flows is all done in the setup field. We’ve built the email template or the SMS template by leveraging the existing classic email template infrastructure. And when sending flows, TrueDialog would live just as an asset in your flow to trigger any additional automation. and usage of your organization using SMS. So once again, you have the ability to send one-to-one and messages from the lead, contact, account, and opportunity record, and you have the ability to send bulk messages by building different list views and sending one-to-many messages. If you are interested in learning more about our integration, please feel free to text the word C-DEMO to 70626, or you can contact me directly by emailing corey at truedialogue.com. Once again, I’m Corey Fine, Vice President of Sales here at TrueDialogue, and we look forward to helping you and save money, save costs, and implement a more efficient way of communicating with customers through SMS and a native integration into Salesforce. Have a wonderful day.