December, 2021 - Product Show & Tell

Smarter Broadcasts, Bulk Invite CRM Users, Contact Notes, Segment Your Contacts Like a Pro and more...


In this Salesmsg webinar, David and the host discuss the new member, manager, and admin roles in the Salesmsg platform, their different levels of access and capabilities, and how they can be used to manage organization-wide preferences and invite and collaborate with team members. They also answer frequently asked questions about smart broadcast segments, inviting and notifying members, and providing feedback to Salesmsg. The hosts conclude with announcements about upcoming surveys and webinars for customers to provide feedback and stay up to date with Salesmsg developments.

and we are at the top of the hour. We, uh, can get going. All right, so, uh, 1 second here. Cool. Thanks so much, uh, everyone for joining, uh, those who are going to be watching this later. Uh, thanks for signing up. Uh, welcome to our second monthly, uh, product Show and tell, uh, some monthly things that we do. And yeah, uh, we're very excited to share with you some of the features and improvements we worked on last month. So before we get going, m, uh, my name is Taoheed. I am a product Marketing manager here at Salesmessage. And I got with me, uh, my dear friend David. David, do you want to quickly introduce yourself? Yeah, I'm David Stupac and I am the manager, uh, of the customer support team at Sales Message. All right, so, uh, keep me honest here. David, are you able to see the presentation? Yeah, we got it on screen. Perfect. All right, so just, uh, um, a quick note on what we're going to discuss today. So I'm going to quickly touch upon why we do these. Uh, what's the objective of these show and tells, what we're hoping for you to get out of them. And then, uh, we'll jump right into some cool features and improvements that we worked on last month. We'll, uh, finish it off with some Q and A and a couple of cool announcements for things that are coming down the pipeline for next year. Okay, so, uh, I hear our sales message. It's our core, core belief that conversations, meaningful conversations, are good for business. So our goal is to build a platform that helps you have the best conversations you can with your customers to elevate your businesses. And, uh, how does this tie into these monthly product show and Tells? So, every two weeks we release new features. Bugs, fixes, enhancements, improvements, you name it. The team is like a, uh, well oiled machine. And then every month we come together in this meeting and we share these updates with you. But the key thing here is that all these updates in terms of improvements are coming from your feedback. So your feedback becomes the features, the fixes that we work on. So, uh, I hope these calls will give you an opportunity to see the things that you have requested live in an interactive manner. But also they are a forum for you to participate, to ask questions, to, uh, give us recommendations on what you want to see next. Included into sales message. So, some reasons to participate. So obviously, first you get to know the latest and greatest, uh, uh, in Sales Message, maybe, or the admin for your team. And you're kind of, uh, the custodian to make sure that you're getting the most out of the solution. But also, there will be a bonus 25 credit for everybody who attends these webinars that will be automatically added to your account. That's a nice added feature, uh, right there. And then, uh, folks who attend these webinars get first access to all the beta features of products we release. Some of the products are small, we just released them and, uh, we let you experience them right away. But other ones, uh, other big ones, such as calling, for example, we like to release them first to a small select, uh, group of customers and then get some feedback from those customers and then rolled them out to a wider to the general population. Also, something else that is coming soon and you'll learn more about it in the new year is we're going to have a leaderboard for our most engaged customers. And this goes through everything beyond just this webinar, um, through our feedback collection portal and, uh, all other means of, uh, engaging with our, um, platform. So that's also coming down that pipeline. Cool. So, without further ado, what is new for this month? So, first on the list, uh, we added a couple of very cool improvements to smart broadcasts to make them even smarter. And that's around dynamic segments, as well as the ability to export your results. So what does that mean? Let me quickly here go to my sales message app, which I have open. So, uh, first I'm going to go to the context. As you already know, you have the ability to create different segments based on different filters. And on that note, this month we added even more attributes that can help you segment your context, even to a very fine, detailed level, such as the last most recent activity, the opt in status, the tag that those contacts are tagged, these contacts are tagged with, and so on and so forth. So I have already created a segment for this webinar, and I called it. Let me clear this show, uh, and tell So, as you can see, there are eleven contacts in this specific segment that I'm interested in. Now, if I go to my broadcast, and I have created a draft broadcast here. Uh, so for that broadcast, I'm using this show and Tell segment as my contact list for this broadcast, as you can see, it has eleven contacts. We can even click on them and see those contacts. So, in the past, if this segment changed, this broadcast was static, right? So if, for example, the tags on those contacts changed, you didn't have the, uh, confidence that your broadcast was up to date. But if I go back to my broadcast right now and kind of select a couple of these, uh, contacts and remove the Show and Tell tag, right, do that. Manage tag. You like, added the tag and removed it. Sorry, you like, added the tag, but then x it out. So if you want to remove the Show and Tell tag, you do actions and, um, then manage text remove, show and tell. Remove. Ideally, what should happen right now is that my um, yes, as you can see, it's updated to the latest list. So now this broadcast is only going to go to the folks who are, uh, supposed to receive this message. So that's one way we improved Broadcast for this month. Uh, another way we improved Broadcast is through giving you the ability to export the success and failure results. So, if you click on Success here and, uh, you can see all the contacts that did receive this message, you now have the ability to export that list if you want to include them in any further campaigns or do any further analysis on them. Same goes with the ones that failed. If you want to kind of do a deeper dive on, maybe you need some cleanup, uh, in your list of contacts you now can export and, uh, have that ability to do so. David, how do you see our customers using these couple of updates? Yeah, so I think, um, to speak to dynamic segments right away, the first thing that pops off the page is your date based criteria is always going to be correct. And that's one that intuitively would be used that it would be that way. So, for instance, like before the update, if I saved a segment that was contacts created in the last week and every week I wanted to send a broadcast message to my contacts that were created in the last week. Well, if I tried to use that saved segment week after week, I would only be contacting the original week one contacts. Whereas now you don't have to recreate your segment every time you want an accurate crop of contacts. You can just rely on the fact that your saved segment criteria is always going to be accurate. Um, so right away, the date based stuff, uh, jumps out the page to me. Um, but certainly convenient, whatever, uh, contact would need or disqualify themselves from your segment criteria. Um, as for the exporting of the broadcast results, I think the number one thing is just to be able to manipulate your data in a way to get information that might not be so easily seen on, uh, Sales message, even from just seeing what was successful and what was not. Maybe you want to compare a year of broadcast analysis to see what messages were most effective. Um, and that's something that could now be done by exporting your data to go yield new information from different platforms. Very cool. So, next on the list is bulk invite for CRM users. So let's jump right into a user I have here on our demo account to show you exactly what that means. If you have connected your CRM to Sales messaging, that could be any of the CRM we integrate with. Uh, so in this case, it's HubSpot. And you still have members on your CRM who you interact with, uh, that are not yet on Sales message. So, as you can see in this example, James uh, is the call, uh, it account owner for Sales Message. But there are four other HubSpot users on his team that he collaborates, uh, with, none of which are on Sales Message. So previously, each one of those members would have had to install the HubSpot extension, uh, uh, or just sign up and request access. It was a bit of a cumbersome process, it was hard to know who has access and who doesn't. So now with one click you can invite all or a subset of those users to Sales Message. The moment they do so, you do so, they will be able to uh, create uh, their Sales Message accounts and they will be able to use Sales Message both in HubSpot and uh, in the application as well. Any thoughts right there, David? Yeah, absolutely. So um, just something to note here is that to see which of your users are in Sales Message, you can open the drop down to view, uh, which options are accessible. So that is one way to verify on this page who that is. Um, and then of course, when you invite users from this page, you should feel totally confident in your invite. You don't have to worry about fat fingering an email address or any other silly mistakes because you know exactly who that is because we found them in your HubSpot account. Um, so as long as they're up and running in HubSpot, it's very easy and convenient to add Sales Message to their HubSpot experience. Very cool. Uh, next on the list is a small improvement that I think is going to make a huge difference for the way you stay up to date with each one of your contacts. So previously, uh, like you've already known, you have the ability to leave. Let me move this just a bit here. Uh, you can leave in conversation notes such as if I do this right here, I can add, um, this note. Uh, but what we added here is the ability to add notes at the contact level, right? So you see here I added a couple of notes here. And the nice thing about this so if this contact is enrolled in any other group conversation or if somebody in a different inbox starts a conversation with that contact and they don't have access to this conversation, they will be able to see, uh, any important information about that specific contact. So it's just a nice addition here that quite frankly a, uh, few of our customers, uh, requested. So uh, we're happy to add it to the platform to make following up and staying up to date even. Absolutely. Um, one of the things about this you already mentioned how, but just that organization wide, um, contact mode which I think can't be stressed enough because it's really not just inbox by inbox, but you could also think of it as like account by account and which members have access to that information. So putting the critical details there is absolutely a good idea. Um, whereas before in these notes with the timeline, they would get buried in activity. So if you wanted to put an important note that makes sense relevant to this contact, like maybe don't contact this person between noon and one, they're never going to pick up. Um, that's something that everyone would want to know, not just in the context of the conversation. Got you. Ah, so from keeping up to date with contacts, now taking actions on conversations. So right now if you hover over the conversations in the Sales Message app, you will see that uh, you have the ability to select multiple conversations at once. Right. And the bulk actions you can take on these conversations have further been extended. Like closing all conversations in one go, marking them as red, opting out these contacts or adding tags. So David, you got the request for this one, so how do users use it? Totally, and this request actually came originally, uh, from a demo that I was doing, but I thought it was really perfect when it was, uh, like, I need to know which of my contacts were interacting with which of my inboxes. And uh, that's something that we didn't necessarily have because you can search for contact anywhere in Sales Message regardless of what inbox your talk belongs to. So if you have a dozen phone numbers and you're looking for that conversation and you're not integrated with the CRM, to find it on Sales Message is tough. Um, or it used to be, because now instead you can do a bulk action before you close your, before you close the conversation. Perform a bulk action to add a tag to remind you of where the last conversation was taking place. Um, I thought that that was a brilliant use case for applying tags from the conversations, uh, page, but certainly, um, to be able to apply tags and mass has lots of applications, um, none less noteworthy than just logically sorting your contacts into a way that you'd want to reference them later. Yeah, I can also see a manager kind of going through the unified inbox and kind of selecting all the conversations that require further attention to just flag them where, for example, they're going, not in the anticipated direction. So that's another way I think this could be leveraged. That's the use case as well. All right, so just a quick note for the, uh, folks on the line. If you, uh, have any questions throughout the presentations, by all means just add, uh, them into the chat and then David here is going to stop me and answer those questions. We also have a, uh, budgeted some time, uh, for Q and A towards the end. All right, last but, uh, not least, we saved the best for last is kind of the, uh, biggest feature we rolled last month and is one that has been requested by many, many users and that is the ability to set different roles and permissions within Sales Message. So, if I navigate to the members right here, uh, in the settings, you'll see that there's a long list of members. Uh, but now what's different with uh, the latest release is you have the ability to change the roles of those members. And there are multiple options for what you could do from an admin, to a manager, to a sender to a view only. But before we do a deep dive into these roles, the same applies. If you are inviting a new member to Sales Message, you no longer need to worry about that member coming in and having the incorrect level of access. You can set it right from the outset. So, lots to talk about here. David, uh, maybe why don't we first start by describing what each of these roles can and cannot do. Sure, so the descriptions are right here in the menu, but to iterate them, um, to send a role, this person can send and receive messages, they can create, broadcast, but with the numbers they have access to. Whereas if I were an admin, I would have access to all of my organization numbers. M, and this person is basically just going to be a user of the Sales Message account. Um, without the ability to reference billing or analytics or make changes in any way, really, um, the manager role is going to have more access to make changes and to, uh, uh, permanently edit organization wide things like for instance, adding tags to contacts, um, organization settings, like, uh, the ability to tackle on and off calling, um, viewing the analytics, exporting that data. Um, as the manager, I'm pretty sure you would also be able to export other users broadcast if you would see their broadcasts. Um, and for the admin role, this role is like not only having all of those organization wide preferences to be able to edit, um, they're also going to be able to invite users, remove users, um, they could request password resets, or to uh, give an account to a different member. Um, almost everything the organization owner can do, the admin can do, with the exception of, uh, actually canceling the subscription. Got you. So let's talk uh, a little bit about the admin. And you've probably talked to many Sales Message users where the owner himself is not busy to kind of manage the application and invite and do all that sort of stuff. So how does that change now? Yeah, that's a great question. So frequently in our support, we would have a person who is in a position of authority at their organization, who intends to make changes to set up a Sales Message account and get things configured correctly. Maybe they're onboarding new employees or maybe they're just making changes to their automations. But it would really stink when they would hit a roadblock where because they're a member, they would not have the ability to invite other members or help a new user get configured in any way really. Um, it was just a frustrating, uh, experience because we could only have one organization owner at a time. And while that's still true today, um, the member role was the only alternative, um, for someone who was not in the organization owner role. Um, so it would be a conversation where we have to get permission from the organization owner to then help them make the changes they'd like. Or in even weirder instances, some organization owners would just elect to promote a member who could manage the account to the organization owner role even though they're not actually in charge of making the decisions or paying the subscription or any of that. Um, so it was just a really awkward dynamic. Um, and we're really thrilled to put this out here to remove that awkwardness and make setting up new people and giving people who are in a position of authority at your organization, uh, that same authority when they're working in Sales Message. Yeah, totally. So on that same note, can you touch upon the opportunities this view only invitation has? Absolutely. So in lots of circumstances, users have reached out requesting a way to, uh, just access the platform without increasing their subscription fee. I'm an individual who I don't need a phone number, I don't need to text, I just need to have access to this account, um, so I can reference the information that's inside of it. And uh, especially if you did not have an integrated CRM, this was something that Salesmen just couldn't, uh, deliver on. We couldn't accommodate this request unless, um, you were willing to share credentials with another person. But even that is not best practice and we definitely would not want to encourage sharing passwords or anything like that. Um, so this view only role is, uh, not only for folks to just make sure that they're on top of client communications, but it also satisfies some stuff at the manager level where you can come in and make sure that the individuals who you assigned to work on the sales message clients are fulfilling their obligations. And sales message that you covered it really well there. David, thank you so much. So let's, um, jump into some frequently asked questions. So, on the note of smart broadcast, what happens if a segment changes once the broadcast is set live? Sure. So even, um, just to touch on broadcast statuses in general. So before it's created, there's a ah, while you're creating it, and then when you create it, you have a few options. You can save that broadcast as a draft, you can schedule it for later, or you can click Set now. Um, and then there's also an advanced scheduler you can turn on. If you're not familiar with that, check out our YouTube channel where you can view how to send a broadcast. Really cool feature. But when, uh, you turn on that advanced scheduler, uh, that's also another status that it would have when you would then set it live. So in all of those circumstances, with the exception of in progress, when the broadcast is currently sending messages to individuals, the saved segment will update to the most recent information all the way up until the point where it begins to send messages. Once that broadcast is in progress, the segment is effectively snapshot and it's locked in place. Yeah, that's a very important detail there to know. So thanks for the explanation. So on, um, the note of inviting members, so say you go into the settings, you select all your CRM members you want to collaborate with, you send that invitation, but then it's buried in the inbox and folks forget to sign up. What are your options there? Yeah, thankfully there's quite a few. So once you send the member invite, uh, you can go to your Members page in settings, and on the Members page you have two tabs. One is for active members and the second is for a pending member. So the pending member, uh, if that invite is lost and that individual never signs up, that's where their invite is going to be. In the pending tab. In the pending tab, you have a few options. So you can resend, uh, you can edit the invite and you can revoke the invite. There's, uh, an additional option to copy the URL that is nothing but the registration link. So you can copy the URL and directly message the registration link to that individual. You can resend the invite, uh, via our email server. Uh, or if you realize that the person never got the invite because it was the wrong email address, maybe they got registered in HubSpot with the wrong email address, something goes wrong, you can edit the invite to the appropriate email address and get the invite to the person. Perfect. So, lots of ways to ensure that whoever needs to be on Sales Message is indeed on it. So, on the same note, when you do invite members, are you going to be notified with, uh, the cost, what that entails? Yes. So, uh, no matter where you invite your member from on Sales Message, before the invite sends, you are notified of the cost, uh, in a prompt. So it's right before you would click Send Invite. It will tell you today this will cost, however much the cost of adding. That member is very cool. So, on a general note, uh, how can our customers request features and improvements? What are the forums to do that? Yeah, totally. So, uh, that's one is probably going to be in your Sales Message account. If you open the profile in the bottom left hand corner, same place where you would go to access your settings, you should see a feedback uh, button. And if you click that button, you can see our account feedback portal, where you can not only provide feedback, but you can also see what is, uh, coming down the pipeline. Very cool. And last but not least, the most asked question in every webinar, how can you view the recording of this webinar? So, any registered participant is going to get an email with this webinar recording. And of course, if you, for whatever reason, cannot find that recording or it never makes it to you, you can always request it, um, via any of our communication channels. Um, we have the phone number on our website. Uh, we also have a live chat, which is always accessible from Help Um, um, or you could do good old fashioned email and email Very cool. And I would, uh, add to that, David, is that, uh, we're going to be also sending out a page that has the links to all the previous webinars, uh, for folks who are interested. Excellent. Cool. So, before I jump into some announcements, any questions on your end, David? I don't have any questions from the viewers. Um, so hopefully that means everything went down smoothly. And our questions that we had from users before the webinar, um, met everyone's expectations. Excellent. Yes. So a couple of things they wanted to, uh, touch upon that are coming fairly, uh, uh, shortly here. So, we are about to send our annual product prioritization survey. So this is an opportunity for us to hear from you on everything and anything that you want to see in 2022. We do this every year and, uh, last year, uh, when we sent out the survey, we get some amazing feedback. And I would say that the results of that survey, uh, drove pretty much everything that we did this year, uh, in terms of what we prioritized to include into the platform. So I would highly, highly encourage you to participate and let us know what you want to see in the platform. The voice of the customer is the strongest driving force behind everything the product team does. Uh, also coming up in January, we are going to do a year in review webinar, where we're going to talk about all the good things that happened in 2021, some announcements for 2022, and some cool things that the team is currently working on and are going to finish the year strong with. So you definitely do not want to miss that one. So that's also coming up in January. So I think that's pretty much it for us today. I would like to thank everyone who attended. Thank, uh, you so much. Your feedback is always welcome and, uh, we always love to hear from you. Um, have yourself a wonderful holiday break. Have, uh, some time to relax and enjoy the time with family and friends and uh, we will see you in 2022. Any pardon words? David? Just want to send my appreciation to the viewers and look forward to 2022. Awesome. All right, thank you so much. Have a nice rest of your day, and we'll see you next year.
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