Intercom SMS Integration: 5 Ways Our Intercom Integration Empowers Your Business
SMS messaging can elevate the quality of your customer support and improve your marketing. With Salesmsg and Intercom working together you can save your company time, money, and resources, while improving your conversions and delighting your customers. Yup, all this is possible.
SMS messaging is a powerful way to improve your customer support and marketing channels. It allows you to reach your customers where they’re at while using a communication channel with higher open rates and a better response rate than any other. Yup, even better than email.
That’s why we’re so excited to announce our Intercom and Salesmsg integration. This integration supercharges your support and marketing teams by giving them the power of SMS messaging.
Your customers are already on their phones 5 hours a day. Sending quick and simple text messages lets you send the right message, at the right time. This means faster support response time, speedier support resolution, and a more friction-free sales process.
Plus, this integration unlocks the power of SMS and puts it inside your existing Intercom dashboard. No more switching between multiple tabs, windows, and applications.
Nearly 60% of customers prefer to text with a real human for their customer support issues, but barely any businesses give their customers this option. By adding SMS messaging to your support, marketing, and communications arsenal you get to chat with customers using their preferred method.
Not only that, but texting goes well beyond customer support. You can use it to remind customers of appointments, answer common product questions, collect valuable feedback from polls, and so much more.
Keep reading to learn five fantastic ways our Salesmsg and Intercom integration can supercharge your customer support and sales teams. Soon you’ll be wondering how you did business without it.
1. Make Every Conversation Memorable and Unique With Personalization
Have you ever got a message from a business that made you feel like nothing more than a number?
“Number 127, please approach the deli window”.
Nothing kills your relationship faster than making your customers feel unvalued.
Customers expect personalization. Over 76% of customers get frustrated by businesses that don’t offer personalized experiences. And that’s the last thing you want your customers to feel…frustrated.
With the Intercom and Salesmsg integration, your customers will feel like they’re the only one in your world. The key to getting this right is the advanced segmentation features you unlock.
You can segment based on:
- Past and current behaviors
- Past customer support requests
- Time as a customer
- Products purchased
- Location of the customer
- Time of day
For example, you can create a segment of customers who have abandoned their shopping cart and send them a personalized message with a discount code to encourage them to complete their purchase.
Or, you can create a segment of customers who have not engaged with your brand in a while and send them a re-engagement message to remind them of your brand and its value.
Not only that, but you can create unique tags for customers, so you can identify them quickly.
Salesmsg allows you to automatically tag SMS conversations in Intercom, so you can route them to the right team with Inbox Rules. This way, your customers can speak with someone they already know and trust, leading to a better overall experience.
2. Save Time, Money, and Resources with Automated Messages
Canned responses can be a valuable tool for your business.
But sadly, they always read the same. “Thank you for contacting support, we are working on your request and will respond within 72 hours.” Messages like these don’t inspire much trust, do they?
What if you could make these messages engaging, interesting, and help your customer feel heard and seen?
How would that improve your customer relationships?
Using Salesmsg and Intercom together takes your automated messaging game to a whole new level.
For example, you can create an automated message that is triggered when a customer signs up for your newsletter. This message can welcome the customer, provide some information about your brand, and offer a special discount code for their next purchase. This type of automated message can help to build a relationship with the customer from the start and move them towards making a purchase.
Plus, you can also create automated messages for specific events such as birthdays, anniversaries, or holidays. These messages can be personalized and relevant to the occasion, which can help you create personalized buying journeys and memorable experiences.
With customer support requests you can create automated messages that go out based on the content of their message.
Kiss generic boring automated messages goodbye.
Automated messages not only improve your customer experience, but they’re good for your bottom line too.
Instead of wasting time responding to messages that can be taken care of with an automated workflow, your support team can focus on more important tasks. You can even handle basic sales objections to pass over more qualified leads to your sales team too.
Not only that, but you get access to advanced contact creation features.
Salesmsg checks for duplicate contacts based on phone and email and matches them to existing contacts. This helps streamline your customer support operations and reduces errors by ensuring that customer information is accurate. If the contact doesn't exist, Salesmsg will automatically create a new one for you.
3. Deliver Lightning Fast Response Times to Delight Your Customers
84% of customers say the experience the company provides is just as important as their products or services.
Combine that with the fact that waiting in line makes customers frustrated, causes stress and anxiety, and can even lead to lost customers, and you’ve got a recipe for disaster.
Luckily, Salesmsg and Intercom make long response times a thing of the past. With this combination operating behind the scenes, you can use auto-reply messages to respond to customer inquiries and requests instantly, even outside of business hours.
You can also create a standard response templates for frequently asked questions or common inquiries to save time and streamline your responses. This includes education-based responses that offer AI-driven article recommendations and other helpful content to help customers solve their own problems.
Not only that, but Salesmsg and Intercom lets you handle support requests proactively. For example, your customer support team can use outbound SMS messages from Intercom to catch issues before they become bigger problems.
Plus, you can respond to every incoming SMS message directly from your Intercom dashboard. No need to switch between multiple apps and dashboards.
4. Unlock Higher Conversion Rates and Customer Loyalty with Conversational Messaging
Conversational messaging breaks down barriers between your business and customers. Essentially, it helps your brand feel more human.
When was the last time you felt a real connection to a company?
What if your customers felt a level of friendship with your brand? Your values are their values.
These days, customers expect conversational messaging. This style of messaging provides instant, personal communication. It’s less rigid, more concise, and more personal. This helps to provide customers with an instant connection to the company.
Here are a few reasons customers love conversational messaging:
- It’s convenient and revolves around the needs of your customers, not yours.
- It provides a highly personal experience, like chatting with a knowledgeable friend.
- It helps customers achieve their goals faster, with rich elements like buttons, links, emojis, and calendars.
All of this leads to a lot of benefits for your company:
- Better user engagement
- Higher form completion rates
- Lower customer abandonment
- Improved customer conversions
- Higher trust and customer loyalty
So, what’s the best way to use conversational messaging in your business?
The Salesmsg and Intercom integration adds advanced business texting functionality to your Intercom workflow in a couple of clicks.
Imagine being able to have real-time conversations with your customers from your Intercom dashboard. Imagine being able to resolve support requests faster, create highly-personal experiences for your customers, and delight your customers at every step.
5. Use Cold Hard Data to Measure and Optimize Your Conversations
As the Peter Drucker quote goes, “you can’t improve what you don’t measure”.
The Salesmsg and Intercom integration gives you useful customer data across every touch point. This means you won’t be creating campaigns based on guesswork. You’ll know for a fact what delights your customers and what falls flat.
You can use this information to tweak and optimize your current campaigns and apply it to future campaigns to ensure their success.
With Salesmsg and Intercom you get access to a lot of data. But, don’t worry, you won’t be lost in a sea of random numbers. Instead you’ll be delivered data you can immediately turn into actionable insights.
Here are a few examples of the types of campaign-improving data you’ll be collecting:
Average Time to First Response
Like we mentioned above, you don’t want to keep your customers waiting. The average time it takes your team to respond to incoming messages directly relates to their overall experience and perception of your brand.
Luckily, text messaging is the ideal channel for instant communication. It has an average open time of just under 90 seconds.
Being able to measure how efficiently your business replies to your inbound conversations will have a dramatic impact on your long-term customer engagement.
Salesmsg automatically calculates this for all inboxes, but you can also filter by member, inbox type, and time range.
Click-Through Rates (CTR)
The goal of all marketing campaigns across email, social, and text is to influence behavior in some way. But, do you know how many of your customers are clicking the links you share and actually taking action?
With Salesmsg you get access to a built-in link shortener tool that provides instant data on how many of your contacts are clicking and taking action. This tool automatically tracks your link click through rate across all of your message broadcasts.
Your click-through rates tell you if your customers are engaging with your content. But, it doesn't guarantee you’re getting an ROI.
By measuring how many customers get to the 'finish line', you can see the ROI that text messages are having on your bottom line.
Salesmsg has built-in conversation tracking that lets you create and track campaign conversions and overall revenue. This gives you a direct look at how your broadcast messages are driving conversion rates.
By tracking these metrics, you can identify what messages and strategies are resonating with your audience and adjust your campaigns accordingly.
Beyond the important metrics above, you can also use A/B testing or targeting with Intercom Series. This lets you create unique messages or chats to see which ones your customers respond to the most. In time, this helps you identify which message or strategy is more effective, so you can make improvements to your future campaigns.
Unlock the Power of Intercom and Salesmsg for Your Business Today
Our new Intercom and Salesmsg SMS texting integration helps you have the right conversations at the right time.
Conversations that allow customers to build a real bond with your business.
Conversations that make customers feel valued.
Conversations that make them recommend your business to friends and colleagues.
Conversations that make your business the only option.
Basically, any conversational touchpoint with your customers will be enhanced with this integration.
You’ll develop a greater understanding of your customers needs and preferences and you’ll be able to adapt your messages to suit that.
The only thing this leads to is more trust and loyalty from your customers and better conversions and revenue for your business. Who wouldn’t want that?