July 2022 Product Show & Tell

Member Tagging, Advanced Conversation Search, Keywords Improvements, and more!


The Salesmsg webinar showcased several new features and updates that can help businesses generate leads and streamline communication with their customers. One of the major features discussed was the search functionality, which has been enhanced to provide more accurate results and allow users to filter messages based on specific criteria. The webinar also highlighted the Keywords feature, which enables businesses to utilize texting as a means of generating leads and building lists. The Media Library was another feature that received significant updates, making it accessible everywhere and allowing users to easily upload and attach documents and URLs to their messages. In addition to these features, the webinar also touched upon the importance of customer feedback and engagement in driving feature updates and product improvements. The Salesmsg team actively listens to customer requests and suggestions, and uses them to prioritize upcoming feature releases. The webinar also provided valuable tips on how to use the Salesmsg platform effectively, such as creating unlimited keywords, using the video recording feature within the Media Library, and checking out the Salesmsg YouTube channel for bite-sized videos on platform features. Overall, the Salesmsg webinar showcased several powerful features and updates that can help businesses improve their communication with customers, generate leads, and drive growth.

Well again, thank you so much everyone for joining the monthly Sales Message, um, product, uh, show and Tell. This is an opportunity where we showcase a lot of the features and improvements that we worked on in the previous month. But with high uh, focus on uh, what problems these features could solve, really, what opportunities they can open up for you to give them more out of Sales Message, but most importantly, to succeed in your business. So uh, I got the presentation here ready to go and um, in terms of the agenda, I'll do a quick intro and then we have a selected uh, subset of the features we uh, released last month to go over uh, with you and it's pretty exciting list. So we got Member Tagging, we got Advanced Search, uh, some improvements we did on keywords which we released last uh, month and we spoke about in last month's webinar. If you haven't seen that, you can catch the recording on our website and then we're going to talk about some other improvements we added to the media library. So a couple of housekeeping items, uh, don't worry about taking notes or capturing information. This call will be recorded and it will be shared with everyone who registered um, prior to the um, meeting, prior to the webinar. So. Uh, myself and my name is ah Taohid Altwadi. And these monthly calls you'll also see uh, two other names which some of you might be already familiar with from interacting with our support and Customer Success teams. David, our customer support guru who knows everything in the application and always ready to answer your questions. And then uh, our Director of Customer Success, Ben, who is um, uh, every day focused uh, fully on helping you get the absolute most out of Sales Message and getting your money worse out of your subscription. So if you have questions about what can you do to take the way you Sales Message to the next levels, by all means drop him an email. He is always um, happy to dive deep on your use case and get his hands dirty with uh, your uh, actual use, uh, case for your business to help you get the more out of Sales Message. Excellent. So uh, without further ado, let's jump right in with the first very exciting feature that we just announced recently, uh, after many of our customers requested and that feature is Member Tagging. So Sales Message is built to help you have meaningful conversations with your customers. But what about internally within your uh, internally between you and your teammates and team members and everyone who's using Sales Message? There for sure is ongoing conversations and ongoing discussions. But we thought, how can we embed that to right within the flow of the conversations with their users? And the solution we came up with was Member Tagging in Conversation Notes. So before I do a demo, a few reasons why we uh, believe this is going to be tremendously useful. First and foremost, it's the context. So having notes and tagging members specifically in the context of the conversation, whether it matters the most, uh, we believe is going to help you even have more meaningful conversations. Close deals, uh, close for tickets by having the right people engaged within the right position in the conversation. So context is big. The second we've seen this being used a lot. In fact, this is one of the ways we use it internally is feedback and coaching. So if you're a team lead and you can uh, every once in a while you cycle through conversations that your team members are having, it's very easy for you now to go in there, tag them, leave them. Some um, comments involve somebody into the conversation who can add uh, some value, right? So that's another great way. One of the other ways that we've seen it being used as well as approvals. So if you're in the middle of the sales process and you want an approval on a discount or you're wondering what the offer could be put together, you can uh, tag your team lead and get the ball rolling right within the conversation itself. Of course, all that history, all that context is retained. Another uh, big, big way this is being used is uh, worldly transfer. So if you have a, ah, marketing team, sales team, customer success team and somebody kicks off that conversation with the customer and then they're ready to move to the next stage and contracts signed and they're ready for implementation, you could do a context specific quorum transfer to the proper individual who's going to take care of that customer. The next step in the customer lifecycle. Or uh, where you can leave all the nodes you do tag the right member, ah, based on uh, your insights about that customer. Last but not least, uh, I would say the spot where it makes the most sense uh, for this tagging feature is in shared inboxes, where there's multiple members within that inbox responding to conversations. So uh, it takes the shared essence of that inbox to the next level with uh, collaboration. So let's take a look at how this feature works within the application. And by the way, Bell means if you have any questions at any point in time. We do have a Q and A section towards the end, uh, of the presentation. But Bell means, uh, put them in the chat. I am also got dual monitors here. So I am monitoring the chat. I see which questions have been answered and which ones have not. So I did see some folks just join us right now and uh, we are discussing the very first feature that we have in store for you and that's members tagging. So let me zoom in my screen a little bit here. So this is a classic uh, shared inbox. I'm going to go to one of the shared inbox in our demo environment. And you see there's a conversation here. Um, this is in our testing account. So uh, the text is not that meaningful uh, but uh, nonetheless. So if you switch to a note, compensation note right now, you will see that you can type the add sign to mention a team member and they will be notified. So if I go ahead and um, uh, hit the add sign, I can see the members that are there on that inbox and I can immediately hi, can you help me with this? So what's going to happen is that individual is going to get a notification uh, in their email. They can click right on that email to come to this conversation. But also they can view the mentions. So there's a new view now in the application mentions where you can see all your recent tags. So if you want to go in one spot in the morning, action them one by one. So uh, you might have noticed a few uh, other things that are cool. So if you want to notify everybody on that inbox, maybe uh, there is a change in process, a change in procedure or something like that. You can do that with at inbox. So it will notify everyone who are on that inbox and then if you want to notify somebody else who are not in the inbox, this is what you get. So uh, let's go ahead and uh, hit Enter. So I notified somebody who are not on that inbox or tagged them in the conversation. So here because ah, I am an admin, right? Uh, or like I'm an owner of this inbox, I have the option to add a member, right? So uh, you can just simply add them to the notify. So just making it a little bit more flexible for you there. So just a quick view of what dimensions tab looks like. So I was mentioned, this is my username as you can tell this is test account. I was mentioned here a little while ago. So this conversation is there for me here. So if I go back to unread and for some odd reason that nobody would ever do but let's say I want to tag myself maybe as a reminder for the future you uh, will see that. Go ahead and press Enter. It should come up in my mentions as a new tag that somebody has tagged me on a conversation. There we go. So I can go ahead and respond to it. So again, as I said, if I uh, circle back to the presentation here a great way to maintain that context for the flow of the conversation. Get some feedback and give coach chain, um, approvals, offers discounts, that kind of thing. Worm Lead Transfer a great way to ensure that the process is smooth between your sales reps and um, um, your marketing folks. And then last but not least if you have shared inboxes, which is a lot of pretty much all of our customers do. It's a great way to utilize uh, that um, feature for collaboration. So uh, next on the list we got Advanced Conversation Search. So we took what we had for search and really upped a notch based on a lot of requests we got from our users who were having a hard time find conversations. And uh, it's pretty cool. So there are quite a few changes that we added to it. And in the next few minutes I am going to discuss them all. So let's uh, go to the uh, unified inbox here. So right out of the bat you will notice that the moment you click on the search bar, uh, unlike previously where you could search conversations or contact, now it's a multi criteria search. You can search contacts, tags, inboxes assigned members and a date range. But if none of these if all you want to do is quickly search or contact either by name or by number. You see what happens here is it gives you whatever text you have searched, everything that is relevant across all the categories plus any conversations that have that keyword. And what you can do from here is simply hover. And there's this new ah, uh, chat, uh, widget right here that you can start a conversation. You can also see where that contact lives, right? So if I show all, you'll see that there is uh, one contact in HubSpot and there's Sales Message, one of which is mapped to the HubSpot. There's other Chris's here as well that are names that start with Chris. Um, I can immediately click that name and start a conversation. So let's see what that looks like. Here I can select which number I want to start a conversation with that contact from and select. And right away I can start typing a message with that contact from whatever number I choose to do. So another way this uh, ah, thing works is if you have a very specific keyword in mind. You just had a conversation a week ago and something was mentioned and you're having a hard time finding that conversation. You can just search that exact term and quickly. The results, as you see, will start to filter out. The ones that are most relevant are going to go to the top. Uh, and as you can see, the nice thing about it is even closed conversations are going to show up in the results. So these ones that are grayed out are closed conversations. You can open them up if you want or you can just proceed with your search. But here's where it gets interesting. So first this search view becomes like a dedicated view. So you can search uh, within the criteria and then action uh, these conversations or even better, you can start to do bulk uh, actions, right? So you can tag them all for like a later follow up. Or you can close these conversations or optimal to mark them as a red so that they are on your list. So another way you can take advantage of, uh, this search features. So let's take a look at some of the other ways this, uh, feature can be used. So inboxes and by the way, to exit out of the search, you just click that back button. So let's say you want, uh, to search for messages that are assigned to a specific member. So the moment you click assign members, your team members come here, moment they click that way, boom. Like you see already conversations that are assigned to that individual, which is me, come up right at the top. So this is good if, uh, you're a team lead and you're trying to, um, manage your team and see how each one is doing and who's got a lot of open conversations, you want to help them out and pick up some of the slack, you can do that. So that's one way to use it. Another way, if you, uh, want to do like, an inbox specific search, a lot of our customers use inboxes in a way that is analogous to teams or departments. So you can go main inbox and right away it starts to filter within the main inbox for you. Uh, tags is another great way. So you can choose a tag and the nice thing is you can start to nest these criteria. So if you have conversations, uh, that are tagged with multiple tags, they should come up there for you. Last but not least, there's a date range. So if you want to be like, show me conversations that have not been followed up with in the last day, 30 days, 90 days, it's all there for you. So, lots have been added to this search, uh, but, uh, it's an evolving process. If you have any questions on search, there is a very good detailed help article that is dedicated fully to this feature, but also drop as a note or I'm going to show you later in the presentation how you can request even more enhancements to this feature. Cool. So far, so good. We're moving, uh, swiftly into the features that we have selected for you so far in this webinar. Last month we released keywords. Uh, one of the biggest features is, I think it was number one or number two on our most requested features. It really takes, um, the power of, uh, texting and to open up a whole new channel for you to generate leads. Uh, it takes it like a notch forward and helps you get a lot more value out of sales message. So in, uh, this print, we added an improvement to help you avoid any issues with keywords that are already, uh, um, dedicated to carriers. So, let me show you what that looks like. In fact, I'm going to do a quick, very brief overview of keywords because I see some folks in the presentation in uh, that list who are new to Sales message. So keywords is very simply a way for you to utilize texting as a means to generate leads and build lists. You've probably seen it before where you see on billboard text help to this number or text offer to this number to get at it. So you have that now that's open for you, for your business. It's uh, a great way to engage existing customers, uh, every once in a while when you have an offer or like a deal or like a change in process or anything like that. Also a great way to generate leads. So creating a keyword is very simple. All you need to do is start uh, by choosing a name for the very specific keyword that your customers are going to text. So let's say we use Offer and then the message is uh, claim your offer before the end of the month. And then you can put a link here, whatever link you choose to add as a CTA to that link. And I think this chat interface works the same way that your regular interface would work. So you can add links, short URLs, media, all that good stuff. And what you see here is essentially the auto reply message that anyone who texts this number, let's say we picked this number, anyone who text the word offer to this number from your customers or prospects will get this auto reply. And then what you can do is tag them uh, to take the next step. Whether it's running them through a workflow, if you're connected to it through HubSpot or a broadcast or whatever you want to do. So it's a great way to generate uh, leads, but also be very actionable. So it's all about speed to action. For new leads, you can uh, work in draft mode and save it or you can also activate it. So the moment if I activate this keyword, um, people can start texting that keyword and get this auto reply. One of the nice things about the way we designed it, if say you upgrade in multiple regions, you can have different numbers based on the regions. So each region for example, is can I get an advertisement or a billboard or email newsletter where the users are informed to text the keyword, but a number that is local to them, right? So there is a little bit of a connection there as opposed to just uh, 1800 number. And uh, like I said before, you have unlimited keywords that you can use. So in terms of the improvements we added last month is we added uh, a verification criteria to avoid any clash between you uh, and the carriers. So there are keywords that I'm sure you're aware of that are used for specific purposes like uh, unsubscribing from a list or getting more information so this is, you don't have to worry about it. We've seen that some of our users were incorrectly using keywords as a mechanism to manage opt out. All that is already built in, into the application. It's taken care of, taking uh, care of for you. So just uh, use those fancy keywords that um, are going to attract the attention of your customers. And uh, if you are unsure about the keywords you came up with, the validation is there for you. So yeah, that was uh, again, another feature keywords. I, uh, highly encourage you to go to um, the Help Salesmessage.com and you will see that there is a let's go to Help Salesmenage.com. There is a um, very detailed Help article with a video that walks you through how you can take advantage of this feature. So I encourage you to take a look at that. Uh, but if you have questions about the best practices, what you can do with keywords, what are the possibilities? By all means, drop us a line. We have a bunch of folks on the team who are super passionate about the steps, so they can give you really good tips. So next is the Media library. So uh, you might have already noticed that, uh, uh, over the last few weeks we have been constantly adding more features to the media library where you can upload documents or URL and then it's split by media type, right? And uh, what is uh, special for this Sprint is that this is accessible now everywhere. So let's say you want to create um, a saved reply, right? You create a new saved reply. Now the media library is accessible for you there. The reason this is important is, let's say, for example, you want to create a saved reply, uh, with ah, a predefined attachment. One very common way we see this being used is for standard, uh, requests for information messages. So customers text and say like, oh, what offers you have? Or what's your catalog? Or can you tell me a little bit more about your business? So you can have a nicely crafted, branded, uh, savings reply that all your teams can use. But now you can take it a step further by adding attachments, whether it's like a PDF presentation about your business or like a warm welcome video. Works like a charm, right? So uh, you can add that as well. Same applies, um, for broadcasts. Now, if you create broadcast, you can include all um, those media assets that you have, leverage them in your broadcast. Same for triggers as well, if you create a trigger now, you see that Media Library is accessible for you. There uh, one thing that I want to mention for the Media Library that uh, has uh, been a great hit is that now if you get a message from a customer and the answer is long, you don't want to reply by text, you can record a video on this file. So you can just see like, this is me recording, uh, a video for you there. You can record a video for your customer and send it, right? So what a great way, especially for leads that come through to build that instant connection, right? Or for support questions, where a user is struggling or having a harder time to have that more human to human connection, as opposed to B to C or B to B. I like H to H. So I heard that the other day. So you can start doing that yourself. So take advantage of, um, the video recording feature within the media library. So there's one last thing I want to show, and it's not on the presentation, but in case you are on the, uh, Google suite, you use Google for your business. Uh, we added that as one of the latest integrations. So you can connect to Google, uh, easily. And what that does, it helps you easily, uh, invite members who are on your Google account and see who's on it, who to add, uh, who to remove, without you having to do the guesswork there. So it sees what's on Google and then it shows you, uh, how many of their members have already invited and who else you can invite. So, just a ten little improvement there for folks who are on Google. I, uh, know some of them requested it, so it's been appreciated by them so far. So, uh, let's uh, go through some common questions. Can you tag members in contact notes? So, for those of you, I'm sure many of the folks on the line already know that what contact notes are. But there is a, ah, way here to add, uh, contact notes to the record, um, which are, um, at the moment, you cannot do member tagging. So just remember that to tag a member, you need to be on a conversation note, not a contact note. Um, that's something that you would like us to add. Just let us know we're more than happy to do that. Um, so you made some changes to a contact, and the results are not coming up in the search. So, a classic example, you just tag this conversation with, uh, let's say some really random tags or tag. So let me create that and tag that conversation. And then when I go search for it here, it's not coming up as one of my tags. And the reason is, uh, this is using a technology called Elastic search. So, in order to not slow your application, it's, um, every few seconds or so, scanning the application for all sorts of changes, whether it's text, uh, addition, removal of contact, staging, uh, to display those results, or just something to be aware of. So it's real instant, but it's not quite real time for the search. And is there a limit on the number of keywords it can create? Uh, absolutely not. So this is actually one of the differentiators, uh, in the way we build keywords. A lot of other, um, tools charge you per keyword, like, charge you a flat fee for every keyword you want to know, because they know it's kind of we're opening up a new channel. It's a source of leads, and customers appreciate that for us. Uh, you can create as many keywords as you want, which means I highly encourage you to test variations of your keyword. So offer one, offer two, uh, or test different regions with different keywords to see what clicks, what works. One thing I forgot to mention, once you have a keyword up and running, you can see exactly how that keyword is performing, how many, uh, users, how many leads is generated for you. And then once those leads were generated, how many unsubscribed since they joined that you can't message them anymore, and how many are still active. And then, um, you can manage them from this tab. All right, so moving on here, um, let's say you're still not satisfied with what you saw today, and there's still something on your mind you want us to build. Well, it's simple, tell us what to build. So if you go to Feedback Salesmessaged.com, you can see, uh, all the features that are planned in progress and complete. And all of these are direct requests from our customers. In fact, pretty much, I would say all of what I presented today was a request from customers that came through. We're very lucky to have that as a company that close relationship with the customers, where they come in here, they vote upvote features they want to see, request integrations. So this drives, I would say, 80% of what we focus on in terms of, um, updating the application. Uh, and, uh, if you don't see it in there, so you can definitely create a net new request and then we will take a look at it. Uh, where can you learn, uh, about the other features that I haven't presented today? So, uh, the YouTube channel is a great resource. Uh, we put many bite size videos, like a minute or less about tiny little features in the application. I highly encourage you to check those out. It's a great way to become a pro sales message. Figure out all the head of features that are in it so that you get your money's worth out of that subscription. So, as you can see, there's lots of videos there. So yeah, so for folks who are new sales message on the line, um, if you have not tried the power of text messaging for your business, I highly encourage you to do so. The research suggests it's 98% open rate, compared to 20% rates for email. So that's definitely something you wouldn't want to give up on. I highly encourage you to try it out this free, uh, trial. And if you have any questions about if texting is the right for your business, by all means, uh, reach out to our team. Thanks again for everyone for making the time. One request I'll have from all of you who attended. If, uh, you have specific topics in mind that you want to do deep dives on, by all means, reach out to me or let us know when, uh, I send out the recording for this conversation, and then I will see you in next month with more features. Hopefully, some of those features will include things that you specifically asked for. Thanks again. Enjoy the rest of your day and your weekend, and I'll see you next time.
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