August 2022 Product Show & Tell

July 2022 Product Show & Tell.


In this video, the speaker introduces the Salesmsg analytics tool, which includes new data points, tables, and KPIs to track the efficacy and efficiency of SMS campaigns. The tool has a suite of performance KPIs to measure team efficiency, such as speed to lead, average response time, and average closed time. The analytics tool also has a messaging and calls tab, which shows inbound and outbound volume, number of delivered and undelivered messages, and opt-outs. The speaker demonstrates the filtering and customization options available, as well as the ability to export data. The video discusses Salesmsg, an omnichannel messaging platform that uses SMS as a channel to interact with customers. The second part of the video focuses on the analytics side of the platform, which allows users to see how well the team is doing and the efficacy of SMS as a channel to drive new inbound business. Users can also export conversations in CSV, text file, or PDF formats, and there is the ability to have independent payment methods for the subscription and auto-recharge features. Additionally, users can provide feedback on features they would like to see added to the platform. The video encourages users to engage with Salesmsg and provides information on how to access bite-size videos covering various areas of the product.

Get started right away. Uh, I think we already have people trickling in, so uh, hi everyone. Good morning, good afternoon, wherever you are. Thanks, uh, for joining sales. Uh, message, product show and tell. This is the forum where we meet once a month to discuss all the great features and improvements that we released a um, month prior. Uh, every once in a while we'll probably pick one of those features and do a deeper dive on it in separate webinars. So stay tuned for those and yeah, uh, it's also an opportunity for us to take questions, feedback, answer, uh, any of your concerns and take uh, requests, uh, for future features. So this uh, month, uh, just like about every month, we had a pretty packed month full of awesome features and releases. Uh, one big one, which is almost like a new section in the app, advanced analytics. And uh, Ben is going to go so deep into that, I'm going to have to stop him. Then. Uh, we have, uh, PDF conversation, export and multiple payment methods as a couple of uh, other features that were big enough that we wanted to include in this webinar. A couple of housekeeping items. Don't uh, worry about taking notes. The webinar is recorded and will be shared after both on our website and to those who registered. And um, if you have any questions, feel free to drop them in the chat as we go. Both Ben and I are monitoring the chat. So you've probably at one point or another seeing our, uh, faces or interact with us, whether these webinars are intercom. So, myself, David and Ben, we cannot ah, uh, tag team to bring these webinars together. But uh, it doesn't have to be the only form. If you have any questions, by all means, reach out at any time. We're happy to chat. Cool. So without any further ado, uh, I'm just going to do a very quick, um, uh, intro into this awesome feature that we have then, and then hand it over to you. So essentially it's a net new section in the app, uh, with a whole bunch of KPIs and charts for pretty much every aspect of Salesmsg that you can think of. So maybe, uh, we're just going to hand it over to you. Ben here to walk us through it. Yeah, absolutely. Thanks to, um, if I hadn't had the chance to connect. My name is Ben Francis. I'm the head of Customer Success and Support here at Salesmessage. Um, any questions about how can I, how should we, um, is this configured right for our specific use case in marketing, sales, customer engagement, some combination of the three. I would love to be your thought partner in that process. So please don't, please don't hesitate to reach out to me. I love these type of questions. So we've been seeing some landscape shifts in, uh, the SMS space as of recent. Um, if you guys are using toll free numbers. Obviously, we've had a verification. Um, we released ten DLC, a compliance tool, uh, earlier this year. Um, we're seeing these different things come, uh, up to ensure that our messages are being delivered, uh, to our end customers. Because we know that SMS works. We're seeing a 98%, um, open rate on SMS, um, over a 90% rate of opening, uh, within the first five to ten minutes, and uh, knocking on at least on average, across multiple use cases of 40% to 50% engagement rate on texting. Compare that to the single digits that we see in email, uh, deliverability and engagement. We know that this channel works. Something that we have a harder time measuring, at least up until now, is the efficacy of our text message campaigns, as well as the efficiency of our team to be able to leverage, uh, SMS as a channel to be able to engage with our customers. Fortunately, we've been hard at work rebuilding our entire analytics dashboard from the ground up. To give you new data points, um, to be able to track as well as new tables, to be able to visualize how well your team is doing using SMS as a channel to connect with your customers on one or all of your numbers. Can't um, wait to show you how this works. Are there any other slides before I just go ahead and jump in? Awesome. So, without further, I'll go ahead and share my screen. Um, let's go ahead and just jump right into the, uh, Salesmsg analytics tool. So, as Tal mentioned, we gave you a brand new shiny button, uh, to review within the Salesmsg application. Over here on this left NAV bar, we now have this analytics tab. Here. We, um, have broken out, um, our previous analytics tab. Kept a lot of those charts, but reworked them to, um, give you more data and uh, more actionable information. Um, so a couple of things about the overall tab and then I'll spend a bit more time on a few specific tabs. Um, so we want to be able to break out our reporting into a couple of key areas. How well is my team doing using this as a channel? Show me my inbound and outbound messaging volume. And as we are seeing, calling still being a very valuable channel for our customers. Show me my calling inbound and outbound volume as well. Um, when we surveyed quite, uh, a few of our customers, um, who are currently using Salesmsg, these three buckets just seem to make the most sense to be able to aggregate a lot of our data into. Fortunately, uh, by clicking on any of these tables, we'll bring you into that specific section where you can get a little bit more, uh, granular, just like we had in our previous analytics tool. All of these tables are filterable and customizable. So up here in the top right, I can adjust a custom date range if I want to, or even use a preset, uh, date range, um, that suits my reporting needs. By default, we'll always push it to the last 30 days. But if you want to see last year or last three months, something like that, or even set a custom range, I wanted to see the last week's worth of data. You can absolutely do that here. I'll cover some of these KPIs in a little bit more detail here in just a second. Let's kind of talk about what we have to work with here. So the overall tab is kind of showing us top down in those three primary buckets performance, messaging and calls. Let me go into the conversation side. And so this is going to be different than what we had previously on our analytics tool that would just show us messages in and out. So this is going to be net new conversations. Um, whether that is one, uh, outbound or in and out, we will still aggregate that as a new conversation or a new engagement with a contact. So, um, we'll kind of aggregate this data into one spot. Moving on to the Messages tab. And this is where I'll spend a little bit of time. Um, this will be very similar to what we were previously using on analytics buildout, uh, to get us a couple of key data points. The first is showing my inbound and outbound volume over a period of time. And we use this for a couple of reasons. I want to see how well my team is using this tool on a regular basis. We'll go into that just a second. But also I can use this data point as a way to validate am I on the right plan for my messaging needs. So if I have a, uh, Salesmsg credit plan that gives me 1000 credits a month, am I tracking on par for that? Additionally, you'll see this filter tab up here, where I can actually come in and scope things down even further than I used to be able to. So I could scope this down to a specific member and only the inboxes they have access to, which is awesome. I can scope this down to a specific inbox or all of my inboxes. So show me. I only want to see my volume on the Texas Sales team number. Specifically, I can select that inbox and then filter that down, filter down the traffic to just that specific inbox. Or I can just select all of them and show me everything all at once. I can go to the do that. So, you've got a ton of different options here, but additionally, you've also got some new data points that we're pulling out for you. So we're going to show you your number of delivered messages, but also your undelivered messages in Salesmsg. We pride ourselves on deliverability. Um, any time that your message doesn't get to your end destination and customer. We're going to tell you why. We'll, uh, show you that in a couple of different places, either from the broadcast or from the inbox itself. But we also want to show you how many in aggregate messages didn't get to my end customer. Because this could mean that maybe there's an issue with the data that I'm using. Maybe I have a lot of landline or disconnected numbers in my ecosystem or if carrier violations, maybe I am operating above the compliance threshold. I'm sending more than 3000 messages a day or I have more than five local numbers where it makes sense to really upgrade my compliance protocol on the SMS side to ten DLC to ensure that my messages get to my end customer. So these data points are going to be really critical to be able to measure how well your campaign is running and how often your messages are actually getting to your end customer. As always, we'll still show you the number of customers that have exited the ecosystem or volunteered to opt out to receive messaging from your team. Um, on whatever filtered date range we're looking at anything you have for move. On town maybe, ah, you can speak a little bit into the, uh, flexibility of the chart itself, what, uh, you could do with it and perhaps even exporting data. Yeah, so more like, uh, the time resolution you have in the chart itself. Yeah. So I can sort this a couple of different ways. So depending on how I like to visualize this data line graph, bar graph, I can see that inbound and outbound distribution over that period of time. So in this case, I had just one big spike that I sent out on August 2. I can see that was the primary campaign, the mass text that I sent out to my customers. Um, I could also measure this across that date range. I can also adjust the scaling for the chart as well to be able to show us across a variety of different time frames. I'd be able to show that same data as well. I can also export this, which is a hotly requested item as well, being able to export the number of conversations or the number of opt outs or the total number of messages to be able to do some more granular reporting on this in a different tool. If you're using the Bi tool or using some sort of external database, you can totally export this data here. One last thing I would add here, Ben, is that let's say if you select a longer date range here and you want to see trends on just a very specific KPI, not everything, you can always select and deselect what you see in the chart, uh, by just simply clicking on that metric right at the very top. So just click on whatever you want to see or not see and then you, uh, can see, uh, any trends across ah, ah time. Yeah, great call. Thanks Tom. On the calling side, we'll have a very similar type of type of flow here. Um, the primary advantage with us breaking this out is we're also going to show you the distribution of calls that you received versus calls that you initiated, as well as the average duration for those calls as well. Um, being able to show how long your agents are able to interact with your customers. If, uh, you guys have a specific KPI for connected time. Um, or you have some outlier data where we have, uh, a few lines that are having really long format conversations that might be best suited for a different type of demo or something like that. You'll be able to action this data by being a leads this chart as well. So one tab that I am the most excited for and something that I've gotten a ton of feedback from our customers on is the Performance tab. This is a suite of brand new KPIs that were previously not tracked in Salesmsg. Um, so if we want to be able to measure our team's efficiency at using SMS as a channel to interact with our customers, our sales reps, are they getting back to our customers in a quick manner, um, what is the average time that we're handling a conversation? Or how long does it take for us to get a conversation from open to closed to the end of the resolution? Now we have this data, so, uh, you'll see here three primary time based metrics that will be calculated automatically. Again, this will be scoped down to whatever filter criteria you are setting here. So I'm just looking at these four numbers. If I want to scope this to a different date range, they see like, last six months or something like that, I can scope this to whatever makes sense for my team, but in here, so I'll be able to let's go ahead and just adjust this data a little bit. So you'll see here, I have my average time first response. So knowing, especially in the, uh, sales side, uh, of using SMS to engage with customers, speed to lead is everything. Um, so I can be able to measure how quickly is my team interacting with our customer when we get a net new lead in our ecosystem. Again, I can measure how long does it take on average, to reply back to that customer when we receive an inquiry and how long does it take to get to the end of that conversation and move that conversation from the open status to the closed status. A lot of our customers, um, that are doing really large scale messaging and have relatively robust sales teams really need this data to be able to provide coaching opportunities, um, and cues on how to better, uh, refine their efficiency and even their talk tracks in some cases to ensure that we are interacting with our customers as quickly and as efficiently as possible. So we have the highest potential to be able to close that deal while that customer is actively engaged. Something that's really great about this is being able to scope this down by agents, which is a brand new feature. So if I scroll down on the performance tab here, I'll be able to see all of my users in one snapshot and again, this will be based on whatever I have filtered for that specific set of inboxes or inbox. So show me all of those users and show me their specific average time and first response, their average time for response, and average, average closed time as well. I can also see when a specific um, employee is overloaded, nancy has 19 inboxes that she has to manage conversations on and she may be one of many in, some of those inboxes, but she's still actively a part of 19 different inboxes to be able to receive interactions with my customer. So maybe she's a bit overloaded and so her time expectation might be a little bit different or uh, maybe we need to reevaluate which conversations Nancy should be a part of based on the nature of her role. You um, can see here Vlad and Adrian have very, very different types of responses comparatively. And again, this is dynamic based on whatever filter criteria I set here. So if I want to scope this just to Vlad or to Alex or whomever on my team, I could then adjust the data to only inboxes that that user specifically has being able to show us not only in aggregate how is the team doing? But scoping down to the individual employee to ensure that our reps are operating as efficiently as possible and really maximizing SMS as a channel to interact with customers. Also. So on the contact side, this is going to be very similar to what we're used to. This is really showing us the number of new uh, contacts, phone numbers that were added into our ecosystem and be able to interact with, as well as the sheer number of opt outs in that same filtered time range. Um, if we're using an integration like HubSpot Pipe Drive Active campaign, one of those our contacts are going to be automatically flowing into Salesmsg. So um, this should really mirror our deal flow that we're getting from those tools. Uh, but this will also if somebody were to outright text one of our Salesmsg numbers, if we're doing an offline type of campaign, we'll be able to validate is that offline campaign driving, new contact creation, new engagements, um, in Salesmsg. Something that is really great in terms of being able to measure the efficacy of our text message campaigns is the Conversions tab. So we rolled out conversion tracking, I think it was about two months ago. Tal right? About two months, um, yeah, as a way to be able to set a finish line for when we're sending, uh, a call to action to a customer differently than if we're doing like, uh, Google or Facebook ads or any sort of other digital marketing type of efforts. Where we have UTM parameters, we have Medium, Campaign, Source, all of these great tools to validate where our customers are landing on our site on SMS. It's a bit more offline in nature because we're sending to a variety of device types that may not give us the type of data that we're looking for. If I'm sending it to iPhones, Androids, Nokia's, Blackberries, I don't always have read receipts, I don't always have device type, Medium and Campaign. But we do have a way to say if I'm directing traffic on a text to a specific landing page. When people get to that page, they get to whatever I've set as the finish line to fire a conversion event. And I can even set an amount of revenue to say when a customer who came in from this text hits this page, whether that's a successful checkout page or that's a booking demo success link, that we can assign a specific amount of revenue to that conversion and be able to be able to really closely track. How well is SMS working as a channel to drive new inbound business for your team. So, you can see all of the conversions we have here, the amount of money that we have assigned to each of those conversions. You'll see, if I click on any one of these, I can get a bit more granular data, um, as well as my overall conversion rate, or the number of events that happened on in whatever time range. Here. Again, I'm using a demo environment here, so I probably don't have a ton of conversions. But if I scoop this out a little bit further, I can see what all of my conversions are doing. So if I have one that is sending only to a specific landing page, a contact us, or a thank you form, I can see how well that conversion is performing comparatively to the others. So being able to measure how well our team is doing using this as a channel, how well our ROI is being achieved using assets of SMS as a channel, are now more accessible than ever using Salesmen. Additionally, one quick thing on the conversion side, um, given that we are, uh, setting a destination on a specific page on your website, we've actually aggregated the, uh, code that you would drop onto your website to just one single code. Snippet for both our website chat widget, as well as our conversion tool, are now a single block of code. So if you want to turn on both of these features simultaneously, you no longer need multiple snippets of code. You can just grab one tiny little block. I think it's two or three lines, drop it on wherever you'd like on your site to be able to activate those things. Cal, anything to add on, uh, the analytics side for him to hand it back to you? Uh, no, I think you covered it really well. Awesome. So let's go ahead and talk about, uh, exporting conversations and, uh, what we would use this morning. Tell you. Yes, uh, let me share my screen. I got one quick slide to show, and then I'll hand it back over to you. So, uh, a couple of months back, we rolled out exporting, uh, conversations, but we only had Csv and text file as a format. But then we got more requests from customers who wanted to have a better archive of their conversations and then respond quickly to compliance, uh, and audit requests. So we added this new feature of the ability to export conversations, uh, PDF. So I'll pass it over to you, Ben, to walk us through what the PDF looks like and how to get that export. Yeah, absolutely. Let's go ahead and take a look at it. Again, so not to bury the lead on the export conversation side, um, we built this primarily as a request for customers who are looking to adhere to compliance standards. They're operating in a specific industry where we need to provide an export of all of the touch points we've had with a customer, um, via text. We now have the ability to do that so much easier than we could previously. You no longer have to send a request to our support team to be able to give you a weird Csv file that has a series of logs on it. We've made this a lot easier for you. You'd be able to export directly from the application. So if I look at a given conversation, uh, with a contact here, say, Rebecca, I can come here's little three dots, I can export a conversation and choose my specific format, whether it's Csv, text file or PDF. And then I can even include the notes. So, beyond just what I've sent back and forth, anything I post in here as well will also be included in that, um, as a part of that timeline export. So you've got a couple of different options. One thing that's great on the PDF export side, if I select that as an option, um, is we're going to export those media assets directly, um, in that PDF. And those are clickable so you could be able to access that asset as well. Um, so a couple of great ways to be able to, uh, view all of the correspondence with a specific contact. And again, this is on whatever number or inbox that I'm specifically looking at, but being able to have this to be able to provide to a compliance entity should I need to, um, it's pretty helpful. Yeah, definitely. Just to that. Ben. One of the common use cases I got from customers about this is, uh, m in a contracting situation or like a deal closing situation where our customers want to go back and see what was agreed upon, um, they can easily take out the PDF and reference and send it over to the customer and resolve any disputes and any misunderstandings, uh, with ease. So that's one of the common use cases that drove the implementation of this feature. Yeah, absolutely. So, covering our last feature, um, so we've been hard at work, um, uh, on the back end of Salesmsg, really. Architecting what does the right vision look like for customers that are working with either an agency or even have a franchise type of business to, um, really try to figure out how do we build SMS to scale, uh, for those customers? And we've run into a series of questions we've, uh, had to solve for, but one that we found actually benefits everyone and um, that is the ability to have independent payment methods for our subscription as opposed to our automatic replenishment or Auto recharge feature. Um, so say for example, I'm working with a specific marketing agency and as a part of my agency fee they pay for Salesmsg for whatever subscription I currently have, well, not included in that engagement with that agency. If I go over that allocated credit amount, who gets billed for that right now? It was a pretty arduous, uh, process on the agency to have to do some accounts receivable work and really do some sub invoicing Back to the End client to be able to say, all right, we included this as a part of your engagement with us. You are responsible for any overages beyond this point and here's the amount that is owed. We want to avoid having to do any accounts receivable, uh, for all parties involved. So we built the solution primarily for agencies and franchise, but found that it would actually be beneficial for everyone. So we've actually just made it generally available. So now if I go to Auto recharge or even just on the Billing overview tab here, I have the ability to add multiple payment methods, set it up as a primary or backup in case one fails. We had that previously, but now what we have is the ability to have a different payment method supported for auto recharge or overages that will be different than the card that is on file for my Salesmsg subscription. So if I want to use one payment method for the general subscription, any overages a uh, different entity is responsible for, we can now support that. Tao, anything to add on that side? Uh, no, I think you covered it really well. So if you don't mind, I'm going to take the screen here and um, I'm going to go back to some of the common Q and a couple I thought are very much uh, worth noting. The first is, is uh, there a way to break down charts and KPIs that we showed by team member. And the answer is yes, very soon. So, as you saw in the performance tab, you see the breakdown by team member that is also coming very soon for all the other charts where you'll see this detailed breakdown. We're actually working on that right now, so I just wanted to call that out, um, for folks to know that they can even get more out of each tab in the analytics report. Uh, the second question is now that there is one code snippet for both conversions and the web to chat. If you go ahead and add that code snippet, do you automatically get the web to chat or can you control that? And the answer is absolutely yes, you can toggle on and off your web to chat widget from the settings in the application if you need it. It's a great way to collect leads for customers if you don't already have a solution in place on your website, uh, uh, but if you already do and you don't need it, you can simply just turn that off. Even if the code snippet is installed, uh, you don't have to worry about, uh, having multiple tools to support your customers that are coming live on your website. Uh, again, uh, one of the most common questions is, uh, how can we request more features? Well, it's very simple feedback. To our I would say, Ben, it's very easy, or like, it's very easy for you and I to assume that most of what we presented today came straight from here from requests and feedback that we got from customers. So uh, we love to hear from you to just keep those comments and votes and requests coming. And then one quick comment on that last part. Um, so having worked in Tech for several years, um, the concept of like, what's on a vendor's roadmap and what are they building that's going to benefit me is always of ah, critical importance to be able to ensure that we're getting the most value from a platform. At salesmessage, we make what we're building and what the current status is and what is the most requested feature visible to everyone. Um, so that way you can help inform our product roadmap decisions in real time, up voting things, adding comments, helping contextualize why this would be critically important for your team, dramatically informs what we build next. Agent. Um, level analytics or KPIs? Our rebuild of the analytics dashboard came directly from customer feedback. We would love to know what would be the most beneficial thing for your team as we seek to build the best omnichannel messaging platform we possibly can. So please, if you have feedback or a wish list item, um, that isn't currently in that feedback portal, we would love for you to submit that. One last thing I want to say here Ben as well, just to encourage more, uh, in engagement. Here is. The folks who, uh, request an upvote, they actually get first dips, they get first access to these uh, features when they're in beta before everybody else to get a chance to comment and uh, really uh, drive the features to where it needs to be. So that's just another advantage of doing that. Uh, last but not least, uh, if you did not catch one of these webinars or you're new to the platform and you want uh, to learn more on what's on it YouTube channel is a great place. There is tons of bite size videos that cover pretty much every area of the product. So by all means, um, uh, check those out. I think they are very helpful. So uh, for those of you on the line who are new to Salesmsg, if you haven't tried it yet, uh, it's riskfree, give it a try. Um, leverage the power of SMS for your business and uh, we're sure you're going to be satisfied with that. Anything else then? Yeah, I mean if you're a current Salesmsg customer and have any questions about how can we, how should we, please don't hesitate to reach out to me. We would love to help. Cool. And uh, I will send the, uh, recording to the uh, webinar to everybody else and uh, if there's something in your mind that you want to uh, learn more about in the future session, by all means just reply back to that email and I'll make sure that it's included in the agenda. Thanks all everyone and uh, I'll see you next time.
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