Customer relationship management (CRM) software has become an essential part of the daily lives of many business professionals. I have been using a CRM since the first versions of Sugar hit the market in 2004. In this guide, I cover the most essential items for choosing the best CRM software with texting capabilities. I have even included a handy little ROI calculator so that you can easily see if it makes sense to invest in this technology based on your specific situation.
While the benefits of using a CRM are many, integrating text can be a game-changer for any organization. According to SMS Comparison, 95% of texts are read and responded to within 3 minutes of being received. If you only use email marketing to connect with your customers, you miss out on an ample opportunity.
Why Choosing a CRM Software with Texting Matters
Providing the best customer experience is critical and starts with meeting your customers where they are. Communicating with text is a preferred channel for many consumers. With so many of us on the go, perfecting the art of using business text messaging is an important skill to learn. Not to mention, this two-way communication method is super convenient. CRM software with texting can help you get there quickly and efficiently, we use it daily!
Improved Customer Service
With text, you are there for your customers when they need you, thus providing the best customer experience. It is an increasingly competitive world, and customers expect exceptional service; the text messaging feature in your solution will help you provide this.
Marketing And Sales Support
You can quickly and easily grow your database of customers through effective targeted campaigns. The right solution can be a marketing software platform that fits your needs. A well-thought-out text marketing campaign will help you quickly segment your data and grow your data right in your platform. Remember, this is a targeted approach; you are not trying to send out bulk text messages but instead personalized ones. Your goal is to send text message campaigns that are unique. You want to avoid sending mass text messages that are generic in nature.
Effortless Management of Data:
Keeping your data on a single platform gives you the data, analytics, reporting, and insight to make essential data-based decisions. Doing this can increase your business’s efficiency, productivity, and profitability.
Improving Customer Loyalty
We all like to feel as if we are being treated respectfully and in a personalized way. It is this type of attention that builds trust and loyalty from consumers. According to McKinsey, companies prioritizing customer experience across the entire customer journey can achieve 75% or higher customer satisfaction rates. Ensure you reach your customers via personalized text messages and campaigns that achieve this. Always be sure that you create text communications that enhance customer experiences.
Is your sales team maximizing their sales funnel with SMS leads?
Personalize your sales and marketing automation
Well-crafted text messages and campaigns can easily increase your sales and quickly fill your pipeline with qualified leads ready to buy. Adding CRM software with texting capabilities is a proven way to generate results. You will be amazed at how quickly your marketing and sales teams learn to appreciate being able to access text campaigns in a familiar place. Always be sure to follow best practices when sending text marketing campaigns. You can also find a text service that offers this feature, but having an all-in-one solution is the best.
ROI Calculator for Deploying a CRM software with texting
- Calculate the ROI for deploying CRM software with texting with this convenient calculator.
- Input your details and click calculate to see the results.
Total Cost Savings:
Total Increase in Sales:
A Quick Integration Hack to Add SMS to any CRM
Many legacy systems do not have a built-in text option. In this case, we have a clever hack that will help you add functionality to absolutely any system. I will detail the steps below to create a text in any system. I have done this SMS integration for several clients, and it works perfectly every time I add SMS functionality. Use these steps to integrate your CRM with text. Now you can easily make any CRM a thoroughly modern text messaging CRM with ease.
- Sign up with a text-to-email service of your choice. Message Media provides this service.
- Choose a text number.
- Create an email template in your CRM that includes the proper formatting for sending a text from your selected provider.
- Set up a filter in your CRM that you can use as your text “inbox” to receive inbound messages.
- You are now ready to send and receive text via email within the CRM.
Related Article: CRM Software: The Ultimate Guide For Businesses Of All Sizes
Key Benefits To Maximizing Your Sales Funnel With SMS Marketing
- Enhanced Customer Engagement
- Boosted Revenue
- Efficiency and Cost Reduction
- Enhanced Customer Satisfaction
- Focused Approach
Once your marketing team gets up to speed with CRM software with texting, they can quickly send targeted and automated campaigns with little effort. Sending a mass text campaign with ease is essential. Powerful features like this are just the tip of the iceberg regarding the text functionality many systems can provide. Read our companion guide entitled 6 Big Benefits Of CRM Software if you are just getting started with CRM.
Understanding Software With Text Messaging
Each day, you have interactions with prospects and existing customers. By making the most of these communications, we increase our engagement and loyalty and the opportunity to drive additional sales and incremental business. You can think of each different interaction as an opportunity.
CRM software with texting lets you do more with less. Effective SMS campaigns nurture these engagements and develop these opportunities. The SMS channel, as stated, is just the medium through which you engage these customers. Staying ahead of your competitors is crucial in today’s business landscape. While SMS has a high open rate of 98%, the same information sent by email only has an open rate of 20%.
Our Top 10 Ideas For SMS Use Cases With CRMs
- Special deals and offers
- Promoting new products or services
- Confirming orders or shipments
- Providing discounts or coupons
- Announcing product updates or improvements
- Reminding customers of upcoming appointments or reservations
- Addressing customer inquiries or concerns
- Requesting feedback or reviews
- Sending welcome greetings to new customers or subscribers
- Conducting polls or surveys to gather feedback or opinions.
Clearly, text is an excellent idea for automating transactional applications like confirming an appointment. It can also be used for sales and marketing automation applications like follow-ups and upsells. Finding the right mix of use cases for text allows you to develop the most effective and creative ideas for your business.
Factors To Consider When Choosing the Best CRM software with texting
Be sure to pick a CRM with features that make it easy for you and your team to use. For example, one powerful feature is the ability to send personalized bulk SMS campaigns. These text message broadcasts help you extend your organization's reach to scale quickly. Here are the top options to consider (both free and paid) across alternative solution providers:
- Reporting Capabilities
- Ease of Customization
- Vendor Reputation
- Core Features
- Customer Focus
- CRM SMS integrations
How Good Is The UX Design?
Having a built-in solution is excellent, but if your employees need help navigating your tool, you are starting off on the wrong foot. To that end, if the software company needs to set up a shop in your office to get you up and running, that could be a big red flag. In an ideal scenario, you should quickly get up and running with your CRM software with texting and have an intuitive interface if the solution allows you to utilize SMS CRM integrations that are already built into the UX interface, that is the best.
A good user interface will foster employee engagement and use and help your organization quickly get up and running with this powerful marketing tool. The CRM features and the ability to send directly will enhance all parts of your organization. Your customer care team will resolve more cases, your marketing capabilities will be enhanced, and your sales process will be refined, allowing your team to close more deals.
Does it easily Integrate CRM With Other Systems For Efficiency?
Many CRM solutions offer SMS text and integrate directly with many of the most popular business productivity tools that you probably already use. If you have a particular use case that is not integrated, you may find that the CRM solution offers a Zapier integration so that you can easily manage your data between systems. Adding the proper SMS functionality will benefit not only your customers but your team as well. No matter your limitations, you can find a solution to your text messaging integration needs by being creative. While not every text messaging service offers a built-in functionality, you can find a way to get there.
What Are The Reporting Capabilities?
The best solution will include exceptional reporting capabilities. Ensuring the CRM software with texting you select has good reporting features is essential. Check out our companion guide entitled 10 Powerful CRM Software Features for an overview of all the top CRM features. The reports should present your data in an easy-to-understand format to help you quickly gain insights into your key metrics. KPI, ROI, and analytics data can help you better understand your business. The best tools can pay for themselves quickly by allowing you to automate your processes and by helping you analyze your data to uncover quick wins.
What is the Cost And Affordability For Businesses Of Different Sizes?
Companies typically license most CRM systems with text capabilities on a per-seat basis. In essence, you will pay a per-user fee for each user monthly. Some plans charge a flat rate per user, while others charge for different add-ons and upgrades. User licenses in some scenarios are just a flat amount for each user type, while other systems will charge for the amount of usage. They may also offer different rates for full-time versus part-time users.
Best Practices And Effective Use Of CRM With Text Messaging
We have covered many of the best strategies for leveraging your solution effectively. Following current guidelines and ensuring your organization complies with the latest rules and regulations. Be sure that your customers opt-in to receive information from your organization. Always ensure you provide your contacts with the option to opt out.
Be sure to document opt-ins through manual checkbox selection on a website form, verbal agreement (this recording should be on record), or by contacting a designated number.
In compliance with regulations, following the guidelines set forth by the Telephone Consumer Protection Act (TCPA) when engaging in text message marketing in the United States is essential. According to TCPA regulations, businesses must obtain consent from consumers before sending specific types of texts.
In summary, including text as a critical feature in any new CRM solution you deploy is highly recommended. If you are updating a legacy system, you do have several options. Use the channel to connect with and engage your customers and prospects in either scenario. Remember, the engagement and open rate with text are among the highest of any communication channel. A well-thought-out strategy will pay off with increased organizational efficiencies and improve your bottom line. Be sure to check out the top resources listed in this article.
CRM Text Messaging FAQs
What Are The Benefits Of Using CRM Software With Text Messaging Capabilities?
All organizations can use CRM software with texting to automate and enhance their operations. A well-thought-out system with a good interface design is easy for your team to learn and use. Find solutions that benefit your organization, from sales and marketing to more mundane tasks like appointment reminders and setting up meetings. By meeting your consumers on their favorite channel, be it social media, or email, you are sure to delight your customers.
How Can CRM software with texting Capabilities Be Used For Customer Service, Marketing, And Sales?
A CRM with integrated capabilities is great for providing quick answers to specific customer service questions. For example: Where is my order? Just send a quick response to answer the question. What is my tracking number? When will my order arrive? Marketing through text is an excellent option as the open rate is relatively high, and the ability to track and drive leads for your organization is exceptional. Your sales team can spend more time closing deals and filling their pipeline with qualified leads in less time than ever.
What Are The Best Small Business CRM Options?
The market for CRM systems is vast, but not to fear; many offer a free trial so that you can take each for a spin. While many platforms do not contain text as a channel, more and more are now beginning to offer this option. Just check the integrated app options when you log in to personalize the system for your needs. Another option for integrating text with a platform is to use an integration from Zapier if your CRM allows this option. A good analysis of the features you need will help you select the best option. While there is no one best solution for every organization, we have compiled our top picks below.
Here is our Top 9 list of CRM software with texting Options
|Pricing starts at $50/user/month
|Free trial available
|Pricing starts at $14.90/user/month
|Free trial available
|Pricing starts at $19/month
|Pricing starts at $25/month
|Pricing starts at $12.74/user/month
|Pricing starts at $18/user/month
|Free trial available
|Pricing starts at $159/month/billed annually
|Free CRM option available
|Pricing starts at $49/user/month/billed annually
|Free trial available