Revolutionize Your Salesforce Marketplace Experience

Salesforce Marketplace, a hub of innovation, hosts 1000s of applications designed to extend the capabilities of your CRM. SMS-Magic leads the pack by providing an unparalleled conversational messaging solution natively built for the Salesforce platform. With the power of SMS-Magic, organizations can bid farewell to siloed communication and embrace a unified messaging framework across customer lifecycles, all from within their Salesforce instance.  

Seamless Integration for Enhanced Customer Engagement

The power of SMS-Magic shines brightest through its seamless, native integrations with pivotal Salesforce platforms such as Sales & Service Cloud, Console, Lightning, and the Salesforce mobile app. These integrations are more than mere conveniences; they’re strategic enablers that allow businesses to elevate their customer engagement directly within their Salesforce environment. By effortlessly connecting with the Salesforce ecosystem, SMS-Magic ensures that your team can maintain focus on what matters most—engaging customers effectively and efficiently, without the need to juggle between multiple platforms or tools.

Elevated Communication Across Digital Channels

At the heart of SMS-Magic’s offering is its unparalleled capability to facilitate communication across all types of digital channels, setting us apart in the market. Whether it’s Facebook Messenger, WhatsApp, text, or MMS, SMS-Magic offers a unique value proposition by enabling businesses to connect with their customers on their preferred channels without leaving the Salesforce environment. This capability isn’t just about providing various communication options; it’s about leveraging SMS-Magic’s strength to offer contextually rich and timely interactions across the broadest range of digital touchpoints available today. Our platform’s flexibility and comprehensive coverage ensure that every customer interaction is an opportunity to enhance engagement and deepen relationships, regardless of the channel your customers choose.

Game Changing Features at Your Fingertips

With SMS-Magic, you’re not just adopting a messaging service; you’re empowering your Salesforce interface with multiple features to elevate your messaging::

• Interactive & Automated Messaging: Set the stage for dynamic conversations with automated messaging campaigns and workflows, ensuring no customer query goes unanswered, even outside business hours.
• Messaging Origination Options: Whether it’s through the Standalone Desk, Embedded Inbox, or direct from Record pages and Lists, SMS-Magic adapts to your preferred working style.
• Marketing Automation: Launch sophisticated drip campaigns, trigger automated communications and follow-ups, execute surveys, and monitor every interaction for opportunities to turn conversations into sales.
• Comprehensive Analytics: Leverage detailed dashboards to measure engagement levels, response rates, and the overall success of your messaging campaigns.

The Power of Automation and AI

In the Salesforce Marketplace, SMS-Magic distinguishes itself by facilitating personalized digital communications and elevating them with automation and artificial intelligence. The SMS-Magic Process Builder feature allows users to automate responses based on keywords, schedule reminders, and route conversations effectively, ensuring that your messaging strategy aligns with your business rules and customer expectations.

Marketing Marvels on Salesforce Marketplace | AppExchange

Any marketer knows that the key to conversion is timely and personalized engagement. For 15 years, SMS–Magic has helped customers deliver expert digital messaging, launch targeted blasts, manage drip campaigns, and conduct surveys, all while providing the tools to track the efficacy of each effort. SMS-Magic has been called a “marketing marvel” for easily enabling professionals to deliver tailored messages that resonate with their audience, driving conversion rates, and fostering brand loyalty.

Global Reach with Local Touch

Salesforce’s  Marketplace global platform demands solutions that service customers worldwide. SMS-Magic rises to the occasion, offering global coverage across 190 global networks and 59 carriers with the flexibility to accommodate long and short codes, toll-free numbers, and the ability to bring your number or carrier. Whether your customers are in New York or New Delhi, SMS-Magic ensures your message reaches them, maintaining a local touch with global reach.

Engage Anywhere, Anytime

The modern customer expects round-the-clock responsiveness. SMS-Magic’s 24/7 response tools and bots make this a reality. Engage inbound inquiries and messages across touchpoints, time zones, regions, and channels, leveraging responsive communication tools that ensure your business is always present and engaging.

Drive Intelligent Messaging

By integrating AI-assisted messaging with your tech stack, SMS-Magic on Salesforce AppExchange scales up meaningful engagement. It’s about starting conversations, guiding decisions, and supporting customers over messaging channels, with the option to involve a real person whenever necessary. The result? A seamless experience that is both automated and personal.

Ensure Full Messaging Accountability and Compliance

In an era where data privacy and security are paramount, SMS-Magic reinforces its commitment to protecting you and your customers.  The platform provides robust mechanisms to prevent spam and security breaches and enforces strict adherence accountability to opt-in/opt-out consent, ensuring compliant messaging in line with global regulations.  

In Conclusion

SMS-Magic is not just another app in the Salesforce Marketplace; it is the top strategic partner that revolutionizes how businesses communicate with customers. With 1000s of top reviews and satisfied customers, Users have validated that SMS-Magic is expertly capable of solving the complex CRM challenges of today’s enterprises.

For organizations looking to fully leverage their Salesforce investment, SMS-Magic provides the key to unlocking advanced customer communications and operational excellence. Visit SMS-Magic on the Salesforce Marketplace today and experience the “CRM game changer” for conversational messaging. 

Transformative Messaging within Zoho’s Ecosystem

As a highly-rated app on Zoho Marketplace, SMS-Magic seamlessly integrates into the Zoho CRM, creating a unified messaging platform that leverages the full power of Zoho’s capabilities.  Zoho CRM data easily integrates with messaging to transform generic conversations into personalized experiences.   

A Seamless Union of Convenience and Capability

SMS-Magic’s integration with Zoho elevates conventional messaging by offering a complete suite of features right where you need them—in your CRM. This seamless connectivity allows businesses to interact with customers via their preferred channels, such as WhatsApp and SMS/MMS, without leaving the Zoho interface. This native integration is the epitome of operational convenience, serving up a world-class customer experience directly from the comfort of your Zoho window or mobile device.

Harness a Full Suite of Messaging Features

With SMS-Magic, you are not just adopting an add-on; you’re elevating your Zoho CRM with a wealth of capabilities:

• Human-assisted and Automated Messaging: Engage in one-on-one conversations or automate interactions for efficiency and scale.
• Multichannel Messaging: Connect with up to 50,000 customers simultaneously across multiple channels for high-volume campaigns.
• Deep Zoho Integration: Fully integrated with Zoho’s contacts, conversations, tasks, agents, campaigns, and more for a 360-degree view.

Empowerment Through Mobile Messaging

In today’s fast-paced business environment, the ability to respond on the go is invaluable. SMS-Magic’s mobile app, available on both the App Store and Google Play Store, ensures your sales representatives and support agents can serve customers immediately, no matter where they are, directly from their smartphones.

Compliance and Consent Management: A Core Tenet

In the complex landscape of global communication, compliance with regulations like TCPA, GDPR, CCPA, and CASL is more than a necessity—it’s a cornerstone of trust. SMS-Magic’s built-in consent management controls on Zoho are a testament to the app’s dedication to upholding these standards, providing businesses with the tools to manage opt-in and opt-out processes effortlessly.

Data-Driven Insights for Strategic Engagement

The analytical horsepower of SMS-Magic extends beyond mere messaging. The app offers deep insights into response rates, delivery success, and compliance metrics, enabling businesses to make informed decisions and tailor their communication strategies for maximum impact.

BYON/BYOP: Flexibility at Your Fingertips

Understanding the diverse needs of businesses, SMS-Magic on Zoho provides the flexibility of Bring Your Own Number (BYON) and Bring Your Own Provider (BYOP) options, including popular carriers like Twilio, Vonage, and Sinch. This level of customization ensures that businesses can maintain their current communication infrastructure while leveraging SMS-Magic’s advanced features.

As a standout app on the Zoho Marketplace, SMS-Magic is more than just a messaging tool; it is a comprehensive communication solution that addresses the lifecycle CRM needs of modern businesses. By providing an integrated, insightful, and compliant messaging platform, SMS-Magic helps businesses unlock the full potential of their Zoho CRM, turning every interaction into an opportunity for growth and customer satisfaction.

SMS-Magic offers a clear pathway to success for organizations seeking to refine their customer engagement strategy. Visit the Zoho Marketplace today and discover how SMS-Magic can transform your CRM communications, delivering the results you need with the efficiency to help your business succeed.

Get to know all that we have to offer and more here.

How you implement conversational messaging, however, will depend on several factors. Here are our suggestions for evaluating your messaging readiness:

1. How many messages do you expect to send per month?
   SMS-Magic is a powerful tool, no matter how many messages you send, but our platform really shines as your volume increases. You can send thousands of text messages in just a few minutes, or you can send eye-catching multimedia files at a slightly slower pace. It’s easy to tailor your message volume to your goals and budget.

2. Do you work with a CRM like Salesforce or Zoho?
   If you send just a handful of messages each month, you can use SMS-Magic without using a customer relationship management tool like Salesforce or Zoho. If, however, you have conversations with more than a few clients or customers, a CRM can help you track your conversations, segment your delivery lists and customize your messaging campaigns. SMS-Magic is a top-rated partner for Salesforce and Zoho, and it integrates with them seamlessly.

3. Do you need to track all your conversations in one place?
   Once you’ve integrated messaging and your CRM, SMS-Magic will store all your messages to a single customer in one record. If you use a practice management tool like Litify, you can see the conversation history in Litify – there’s no need to open both applications. Accessing a conversation history allows contact centers to work more efficiently and reduces customer frustration. Customers don’t have to repeat their stories time and again because the conversation is available to the rep immediately.

4. Do all your employees need the ability to message?
   We can provide messaging access to all your employees – not just your marketing team – if that helps you respond to your customers faster. Some of the law firms that use SMS-Magic have found that empowering all their employees with messaging access allows their staff to respond to client questions and concerns, even if the lead attorney on the case is in court. The message history is available to everyone, so staff members can relay information to clients, follow-up on missing documents or send appointment reminders.

5. Do your employees need messaging access on the go
   The SMS-Magic Mobile App is a great solution when your staff members can’t be in the office. One of our customers, a property management company, has streamlined maintenance requests by converting to messaging. Tenants can use their preferred communication method to report maintenance issues, and staff members can respond promptly, even if they are visiting a property at the time. Because SMS-Magic is integrated into Salesforce for this customer, all conversations are stored for easy access back at the office.

You know how powerful conversational messaging can be. Your customers love it! They read 98% of the messages they receive and respond within three minutes to 95% of them. You can deliver a message at your convenience and your customer can respond at theirs.

Billions of people use messaging platforms like SMS, Facebook Messenger and WhatsApp – allowing them to make payments, talk to their bankers, and submit applications from their mobile phones. Conversational messaging has become the preferred business communication channel around the world.

Are you ready to switch to conversational messaging? We’d like to help make your decision easier. Our customer support team would love to show you how SMS-Magic can make reaching your customers easier and more effective with a demo or a free trial!

Billions of people use messaging platforms like Facebook Messenger, WhatsApp and SMS – allowing them to make payments, talk to their bankers, and submit applications from their mobile phones. Conversational messaging has become the preferred business communication channel around the world.

Now you have a chance to test drive the newly updated version of SMS-Magic!

If you already have created a sandbox environment, we would like to push an Early Release Preview to your sandbox in the next two weeks. We’d like you to try it and let us know what you think. Here’s all you need to do:

• If you have a sandbox in Version 1.68 now, do nothing. We’ll push the new release to your sandbox automatically.
• If you’d rather not play, send an email  to marketing@sms-magic.com to tell us to exclude your sandbox from the push.
• Be sure to save your work before the auto-push.

Once you’ve tried the new version of SMS-Magic, we need your feedback. We’ll give you some time to try the new release out, then we’ll send you an email with a feedback link. Your input will help us create a better product for you.

What’s New in the Early Release Preview?

SMS-Magic is known for sophisticated, easy-to-use APIs designed for CRMs like Salesforce and Zoho. The upgrades in the new release make those integrations even easier and give you more control over how you engage your customers.

• Enhanced User Experience: Personalize your user experience with additional role-based permission sets and organize the records detail page with conversation component resizing.
• Multimedia Conversations: Send bigger rich-media files over instant messengers and set Salesforce as the storage location for them.
• Tame the Templates: Enjoy quick access to org-wide templates from SMS-Magic Global Navigation.
• Find Your Conversation Flows: Search by “app name” or “PA-Key” and view process builders, workflows and flows linked with any Converse App.
• Launch Conversations at Scale: Manage multiple high-volume campaigns directly from SMS-Magic Global Navigation.
• Engage with Customers at the Right Time, Every Time: SMS-Magic’s Early Release Preview keeps track of your conversations from start to finish in a single thread – before or after you create the record. Modifying objects and templates? No problem. Your conversations are always on. You can immediately spot conversations assigned to you and keep them uninterrupted and synched with Salesforce at all times.
• Enjoy Stronger Compliance & Support: We’ve enhanced the back-end so you can track all SMS-Magic user activity in one place and access all activity logs when you need them. Configure opt-in and opt-out keywords, templated messages, and message tags. Maintain audit trails and enable reporting for multichannel compliance, opt-out rates, message delivery, and more. Have a question? Our support team is ready to help resolve any issues you encounter. You can turn on full- or limited-access to the support team for seven days at a time.
• Confidently Continue Conversations On the Go: You can spot new messages anytime, anywhere. The upgraded SMS-Magic Mobile App prominently displays how many unread messages you have. The app also lets you continue conversations from your mobile phone and tracks them in your CRM. You can share exact map locations in conversations to improve any in-person meeting experience.

The new release of SMS-Magic’s Early Release Preview is your perfect partner to power high-stakes conversational messaging for moments that matter. Help us make it the best it can be with your feedback. If you have questions, please contact customer support.

If you haven’t tried SMS-Magic yet, our customer support team would love to show you how SMS-Magic can make reaching your customers easier and more effective. Ask for a demo or a free trial!

As chief operating officer for Kwartler Manus, a personal injury law firm based in Philadelphia, Kwartler’s job is to help the firm’s staff convert prospects into clients. Often, he said, when people are seeking representation because of an injury, they contact several law firms to compare services and expertise. Law firms that can quickly connect with prospective clients have the best chance of earning their business.

When Kwartler started working with the firm three years ago, he realized that emails and phone calls were not the best way to start those relationships. He said it was difficult to get people on the phone.

“We’re all busy,” he said. “People can’t answer the phone right away or it’s inconvenient for them to return a message.”

Conversational text messaging, however, allows the firm to reach out quickly and personally. Clients can ask questions in a live interaction at their convenience.

Research about messaging shows that we prefer texts because globally we send 5 billion texts a day and open 98 percent of them. Conversely, we only open our emails 22 percent of the time, according to Gigaom. Research from Asurion shows that we look at our phones at least 96 times a day or once every 10 minutes or more. Kwartler knew that the firm’s prospective customers were just like the rest of us.

He said it was quickly apparent that his firm needed a conversational text messaging solution, and he contacted SMS-Magic. He chose SMS-Magic because it is integrated with Litify, his firm’s management software.

He was interested in getting the most out of both platforms by synching messaging with his management tools. He has had some advanced training with Salesforce and Litify and has become a Litify advocate. SMS-Magic is designed so that all client contacts are recorded in one place within the Litify environment. Anyone in the firm can see exactly what has been communicated, and they don’t have to open a second platform to do it.

“With SMS-Magic, we’re able to respond quickly to initial client queries via text,” he said. “We can start the conversation and tell the client who we are and then make sure we’re talking to the right person. It’s a conversation between the client and one person at the law firm. Clients really like the personalization.”

In addition to personalization, Kwartler Manus clients appreciate the quick response, as well as the opportunity to either move forward with their inquiry or end the contact altogether. And they really like handling it all without actually talking to anyone.

Everyone in the firm has a license to use SMS-Magic. “That way, if a principle or associate is in court, someone else can respond to the client,” Kwartler said.

Kwartler Manus doesn’t market by sending mass emails to potential clients. Instead, the firm includes space for phone numbers on ads and other materials prospective clients can return to the firm to indicate their interest. The firm uses phone numbers to contact prospects by text messaging.

“We wanted to start conversations.” Kwartler said, “So we wanted a texting platform that allowed us to have conversations with our clients. As a client’s case progresses, our staff can text them one-on-one.”

Working with SMS-Magic has been very easy, Kwartler said. He gives SMS-Magic high marks for creating a product that works well and then supporting it with engineers, developers and staff members who care about their customers.

“The SMS-Magic team responds to our texts right away,” he said. “They get back to us within an hour or two – at all times of day. When we’ve needed extra help, they’ve worked with us without the extra charges other companies use.”

After the dramatic initial increase in messages during the first three months – from 89 messages to 2,634 – Kwartler Manus has sent more than 182,850 conversational messages to its clients. The increase in usage has been steady and is currently averaging just under 7,000 messages a month. Kwartler said he couldn’t be happier with the integration of the two systems and the addition of messaging to the firm’s communications tools.

“Integrating SMS-Magic with Litify has given us a real competitive advantage,” he said. “It’s made life easier for our legal teams and has helped us serve our clients better.”

“I think the numbers will show that we’re converting more prospects and earning business we were leaving on the table before we made the switch,” he continued. “I highly recommend SMS-Magic to any law firm or company that needs fast, personal communication that’s trackable.”

If you’re interested in exploring how SMS-Magic can help you respond to your customers, book a DEMO or FREE TRIAL.

To help you master this part of text messaging campaigns, we have compiled 6 things that we’re sure your boss wants you to know. Here they are:

1. You must have express written consent before your company can legally send text messages to anyone. That means more than just asking for their phone number. It doesn’t matter who it is – an existing customer, a former client, a trade-show lead, or someone on a purchased marketing list. Before that first message goes out, your customer must say it’s okay. In other words, they must opt in.

2. Several governing bodies regulate commercial text messaging. They include individual countries, including the U.S., consortiums of countries like the European Union, state or local governments, and the carriers who deliver messages around the world. Your text messaging partner, like SMS-Magic, should be able to help you navigate the rules for your campaigns.

3. Include the following in your first text:
   • Your company name. Don’t make your customers guess who’s sending the message.
   • The promotion premium. If you’re offering a coupon, discount or e-book in exchange for permission to text, do it at the beginning of the text.
   • Message frequency. Let your customers know how often you plan to send.
   • Message and data rates. Remind customers that they might be charged to receive SMS messages.
   • How to opt out. “Reply STOP to unsubscribe” works well.
   • How to reach customer service or ask questions.

You’ve probably received opt-in requests from companies you do business with. Take a look at how well they’ve provided information to their customers. Some of the offers we’ve seen have been really creative. One was on a parking meter. Learn from the best.

4. Track opt-in and opt-out requests so that you send only to the customers who have specifically asked you to. European laws also require you to “forget” a customer at their request. That means purging all their information from your system and being able to show your work. If regulators ever ask, you must be able to prove you have permission to text.

5. In the United States, commercial text messages are governed by the Telephone Consumer Protection Act (TCPA). It prohibits the following types of text messages:
   • Unsolicited Text Messages – businesses are not allowed to text consumers without their permission.
   • Requesting Payment – businesses may not request payment or additional identifying information before revealing the actual message.
   • Scrambled Messages – businesses must send readable texts. They may not scramble the message or use unintelligible audio.
   • Do Not Call Registry – businesses must respect the Do Not Call registry established by the Federal Communications Commission and the Federal Trade Commission.
   • Robocalling & Automated Dialing – businesses may not use robocalling to generate phone numbers or send text messages.

6. The last thing we think your boss wants you to know has nothing to do with rules and regulations. Instead, it’s about being authentic in all your customer interactions. Behaving like a trusted friend helps you build customer relationships that can last for years. Text messaging is the perfect channel for building trust.

Staying in touch with your existing customers and getting to know your potential customers has become a requirement in today’s business world. SMS-Magic, through conversational and automated text messaging, can help you reach out to customers in new ways.

SMS-Magic offers a free trial so that you can get a feel for our product. If you’re as pleased as we think you will be, you can choose the level of service that’s best for your company.

Contact us to set up a demo or to start your free trial. Let us show you how you can engage your customers in new ways!

Emails, in general, are suffering from a lack of enthusiasm. As a group, we only open 22% of the emails we receive. That open rate doesn’t bode well for your email campaigns because your recipients are already predisposed to ignore your messages.

On the other hand, we read 98% of the texts we receive. And we send more than 5 billion texts every day. Clearly, text messaging is the channel that your customers prefer. In fact, your customers love to text.

What makes texts so interesting?

Texts are immediate. Text messages, by their nature, are concise and usually appear on a mobile phone. These days, we carry our phones wherever we go, and we check them every few minutes all day long. Texts have the feel of advice from a trusted friend. Coming from a medical practice, lawyer’s office, financial adviser or a favorite company, texts can provide immediate advice, reminders and information that can help make our lives better. We like the convenience as much as the service.

Because of the nature of text messages, we think you’ll be amazed by the responses you receive from drip marketing campaigns designed for conversational text messaging. And with the right partner, you can craft a drip campaign combining texts and your customer relationship management software. Your CRM can help you segment your distribution list, personalize your messages, track customers who opt in and opt out, and store your pre-written messages. Your SMS or MMS platform can help you track your interactions with customers, no matter what channel was used.

How to Craft a Drip Campaign Using Text Messages

Drip campaigns come in two basic varieties:

• Automated campaigns that follow a set sequence

• Campaigns that are triggered by customers’ actions

In the first example, you might want to introduce your company or service to potential customers or clients. You might offer a special e-book, coupon or other information about your specialty or product in exchange for a customer’s contact information. Once you have their permission to text, you can start a series of automated texts that flow on a set schedule. In each new text, you can introduce an aspect of your business that might interest your customer. In each, you’ll give information that can lead to a sale.

In the second example, something the customer does might trigger the drip campaign. A customer might shop with you and leave your site with an item in the shopping cart. The drip campaign might revolve around helping the customer decide to purchase the item. Other actions on the customer’s part, such as adding another item, might trigger a shift in the campaign like a recommendation of a similar item.

The benefits of planning a drip campaign with texts are numerous. For one, you don’t have to remember to respond or to craft each message on the fly. You have already written the texts and have scheduled them to launch at a certain time or from a certain customer action.

Coupling your CRM to your text messaging platform, you can personalize each text with information you’ve already collected about the customer. Some of that information could include the customer’s name, nickname, date of purchase, item purchased, next appointment or application status.

Questions to Keep in Mind

After considering the best channel for your drip campaign, you should spend some time crafting both the overall structure and the details for your campaign. Here are a few questions to help you plan:

1. What’s your goal?
   Defining your goal early will help you make important decisions as you plan the campaign. It will also help you determine if the campaign is successful.

2. Who are you targeting?
   Determine who you’re trying to reach. Some marketers use personas to define their target audiences. But no matter how you decide the commonalities of your audience, use that information to send texts and offers relevant to their situation. After all, you’re trying to help them solve their business problems.

3. What starts the text sequence?
   If your campaign relies on triggers, decide what those triggers are.

4. Deliver information so it leads to a decision.
   Your text messages should help your customer decide to do business with you. Think through their experience and craft your texts to meet their objections.

5. Set the timing and frequency.
   Decide beginning and ending dates, as well as number of texts and their frequency.

6. Segment your campaigns.
   Don’t send one message and hope it applies to all customers. Use your CRM to segment your audience with meaningful criteria.

7. Measure, track and report
   You have powerful tools with your CRM and text messaging platform to measure responses and track effectiveness. Report your successes and tweak your next drip campaign to make it even better.

We think SMS-Magic is one of the best text messaging platforms available, and we’d love to show you how it works. We have experts ready to help you take SMS-Magic for a spin for FREE!

Or, you can schedule a demo or start a free trial today!

We think you’ll love what you see!

It doesn’t have to be that way!

We’d be willing to bet that your customer relationship management system (CRM) contains an incredible amount of information about your customers, even first names. By using a name in your emails and texting campaigns, you personalize the communications right from the start. But that’s just one way for your CRM to help connect you to your customers.

Try a Conversational Messaging Hub

If your customers contact you more than once, they may not always reach the same person on your team. For example, a law firm may have a team managing the case load – attorneys, paralegals, intake specialists or other administrative staff members. When clients reach out, their lawyers may not be immediately available, but the clients still need updates. The team member who responds needs information quickly to serve the client.

If your CRM and your texting system work together, it would give you a single record that shows your staff all the interactions with the client, no matter what channel the client uses – text, email, phone or mail. When a text comes in, your staff members would be able to continue the conversation because they have the history at their fingertips.

If you have a customer service team, they will find this capability very useful, as well. One of the most often cited customer complaints is being bounced from person to person trying to solve a problem. If the customer must repeat the problem over and over, frustration can build quickly.

A conversational messaging hub stores all contacts for an individual into a single record. If a customer service rep must transfer a call, the next rep has all the information in front of them. It saves time, aggravation, and maybe, a customer relationship.

Compliance Laws are Getting Tougher. Are You Ready?

The European Union has recently adopted new privacy regulations, and we expect other countries to follow suit. Can your system handle customer requests?

You can send texts only to customers who have given you express written consent. In other words, customers who have opted into your communications. They can also opt out by asking you stop sending texts to them. If regulators ask to see your records, you must be able to prove you are following your customers’ requests.

Opting in and out of texts, however, are not the only customer requests you might be asked to verify if regulators come calling. A customer can ask that you “forget” them entirely – that all mention of them in your system is erased.

If your CRM works well with your texting capabilities, you won’t ever have to worry about compliance with GDPR or other rules and regulations.

Security is Everyone’s Concern

Even the smallest databases can contain enormous amounts of personal information that thieves want. In the past several years, criminals have hacked into the data of some of the largest and most successful companies in the world, and it isn’t pretty.

Keeping your CRM and texting capabilities secure is a shared responsibility, but your texting partner should be able to assure you that they have strong security policies in place. Their policies should be designed to keep all aspects of the system – technological, physical and administrative – secure.

What’s Your Next Step?

Knowing the vital role your CRM plays in your quest for more customers and higher revenues, what should you do next? Of course do your homework, but we would like to suggest that SMS-Magic is the best solution in the marketplace.

Why? Here are just a few reasons:

1. SMS-Magic works with your favorite CRM.
   We work and play well with others. We are a preferred provider for Salesforce and Zoho, and we integrate easily with Litify. Contact us to see what we can do with your existing architecture.

2. SMS-Magic helps you automate texts while keeping it personal.
   SMS-Magic is perfect for sending automated messages to your customers and prospects. We provide templates for your use and have lots of information about creating effective messages and campaigns. You can switch from automated to live in an instant so your customers know they’re talking to a person – not a bot.

3. SMS-Magic’s Conversational Messaging Hub Gathers Contacts into One Record
   Working with your CRM, SMS-Magic consolidates all contacts from a customer into one record, including phone calls, emails and messages. Our conversational messaging hub is the first of its kind and is designed specifically to meet your needs. Never again will your customers be forced to restate the problem – making them and your service reps happier.

4. SMS-Magic helps you stay compliant.
   We can help you keep up with the details like customer permissions as they opt-in (and perhaps opt-out) of your messaging campaigns. Our back-end systems are structured so that we can display individual requests, and we can prove you’ve complied with customer requests. You won’t have to worry about regulators asking to see your records. We use on-going processes to collect and store information about distribution and can share it with regulators, if necessary.

5. SMS-Magic provides technical, physical and administrative safeguards.
   Our technical safeguards include use of access controls, integrity controls, audit controls, identity authentication, and transmission security to avoid unauthorized access. We take extra precautions to ensure the physical security of our servers and systems. Our administrative measures include administrative actions, as well as policies and procedures, to manage the selection, development, implementation, and maintenance of security measures to protect electronic information.

We have experts ready to help you take SMS-Magic for a spin for FREE!

Schedule a demo or start a free trial today!

We think you’ll love what you see!

Seemingly simple requests, like a request to opt out of communications, can sometimes have expensive consequences. Fines for illegal text messages can range from $500 per text to $1,500. If you’re sending thousands of texts, fines can quickly become overwhelming due to non compliance.

More than that, however, is the desire to build trust between your company and your customers. Customers these days want a transparent look into your motives and methods. Asking permission before you send a text and honoring requests to stop sending texts are small ways to demonstrate transparency and care for your customer.

Michael Weinhouse, founder and co-CEO of Logical Position, wrote in a Forbes leadership article, “But as scary as the idea of transparency might seem, I know from experience that, in the long run, it’s good not only for your customers but also for your business. In addition to attracting new customers, transparency allows you to better serve your current ones, ensuring they stick with you.”

We think asking customers to opt into your messaging program will help make the world (and your business) a better place. It demonstrates the kind of respect we all want.

What Are the Rules?

In the United States, commercial text messages are governed by the Telephone Consumer Protection Act (TCPA). The Federal Communications Commission established the act in 1992 to slow the stream of unwanted telemarketing calls. In the subsequent years, the TCPA has been expanded to include text messages, too.

Here is a quick guide from law firm Whitfield Bryson LLP outlining what is not allowed under the TCPA:

• Unsolicited Text Messages – businesses are not allowed to text consumers without their permission. If a consumer gives permission for texts, the first text you send to them should confirm their permission.

• Requesting Payment – businesses may not request payment or additional identifying information before revealing the actual message.

• Scrambled Messages – businesses must send readable texts. They may not scramble the message or use unintelligible audio.

• Do Not Call Registry – businesses must respect the Do Not Call registry established by the FCC and the Federal Trade Commission (FTC).

• Robocalling & Automated Dialing – businesses may not use robocalling to generate phone numbers or send text messages.

• Restrictions for Residential Numbers – businesses may no longer use an “established business relationship” as the basis for texting someone’s home number. That includes mobile phones that are used as home numbers.

So what should you do? Here are suggestions from Gleantap, a customer management platform created for the fitness industry:

• Receive consent before any message is sent
• Mention your company name in the first text
• Give the coupon or value proposition upfront
• Mention the frequency of messages that will be sent monthly
• Disclose possible carrier costs and fees
• Give an option to ask for help and opt out of future texts

How Can SMS-Magic Help You?

Our customers use messaging in a wide variety of applications in a wide variety of industries. No matter what industry you’re in – banking, higher education, hospitality, healthcare or others – SMS-Magic can make compliance a breeze. We’ll help you keep up with customer permissions as they opt-in (and perhaps opt-out) of your messaging campaigns.

SMS-Magic is designed to track opt-in and opt-out requests so that you send only to the customers who have specifically asked you to. Our back-end systems are structured so that we can display individual requests, and we can prove you’ve complied with customer requests. You won’t have to worry about regulators asking to see your records. We use on-going processes to collect and store information about distribution and can share it with regulators, if necessary.

Does SMS-Magic sound like the answer you’ve been looking for? We hope so!

Contact us to set up a demo or to start your free trial. Let us show you why your compliance worries will disappear with SMS-Magic!