RIP Empson-writer at TechCrunch. He did not find friends here, he is here to win and you don't forget it. You can contact him at rip [at] techcrunch [dot] com ? more
Given that current projections estimated as 8 trillion text messages will be in 2011, and that people increasingly from landlines to mobile telephony, SMS is becoming an increasingly important part of the communication strategy, business. And this is especially true when it comes to customer service.
As businesses move to SMS for accounting, customer service and CRM, they are encountering several problems, among them the fact that customers often have separate numbers for voice and text, and send messages from devices or applications, SMS outside of the company's CRM system difficult to manage and write for quality.
M5, VoIP and phone service provider for business, in partnership with Bluewolf (business consultancy firm) announce handy tool (the so-called "M5 business SMS"), to address these challenges, allowing customers to text from your mobile phone by using their business numbers, saving the hassle of having to use two different numbers, or need to use their personal cell for business communications.
But the most notable here is that the M5 is working with Salesforce to integrate this SMS feautre directly into the CRM software Salseforce's. This means that business users can now send and receive SMS using their telephone business, the integration of all text messages to Salesforce "cloud services", which in turn enables the customer service teams for the SMS channel measurable service. According to M5 incoming SMS messages will be automatically applied to the case, Salesforce customers to track conversations and keep complete records of communication with customers.
And, seeing how the business phone number is used as a channel for SMS, users no longer need to have their own separate phone numbers. Enterprise SMS is a great tool for maintenance release or update order status, appointment confirmations, purchase authorization, to name a few. And as businesses increasingly interact with their customers through the text, it becomes less important for these enterprises to track and analyze these interactions compare with client and business data to ensure quality customer service and service.
Not to speak for the 82,000-plus Salesforce customers by offering the ability to send and receive SMS messages from their business phone numbers, eliminating the need for a separate texting app or the phone number definitely comes in handy.
For more check out the M5 SMS business solutions for Salesforce, click here.
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