Salesmsg Overview
Salesmsg is an all-in-one texting and calling platform for 3,500 different businesses. Marketing, sales and support teams use Salesmsg to text back and forth with customers, send SMS broadcasts, automate their texting, and manage all their business calls. Unlike traditional methods that rely on separate phone calls or emails, Salesmsg integrates both SMS and phone communication into one system, allowing teams to send texts and make calls from their computers or mobile devices. This streamlined approach caters to the growing preference for text communication, making it easier for businesses to connect with their customers in real time.
In addition to its core messaging capabilities, Salesmsg’s platform integrates seamlessly with popular platforms like HubSpot, Salesforce, Pipedrive and Slack helping businesses automate workflows and enhance customer engagement. With features such as message scheduling, automated responses, and call functionality, the platform provides a flexible solution that supports both small businesses and larger organizations. Salesmsg's mission is to help these businesses capture leads, boost sales and delight customers all with simple text messages and calls.
Salesmsg Challenges
For Salesmsg, maintaining a clear understanding of customer satisfaction across its product and the various integrations was challenging, especially as they added new features and updates. To measure the impact of these changes, collecting in-app feedback was essential. Real-time feedback would have enabled the company to gauge how well customers were adapting to new functionalities and how satisfied they were with the overall experience. By integrating simple surveys within the product, Salesmsg aimed to gather direct insights and act quickly to address any issues.
Another challenge was ensuring a seamless and actionable feedback collection process. For a company that relies on two-way messaging, integrating feedback into critical systems like HubSpot and Intercom is key. This would allow customer responses to be automatically tied to their profiles, making feedback part of the broader customer relationship management strategy.
Finally, they required flexibility in their survey tools, such as customizable feedback forms, dynamic question flows and easy data export options. Additionally, the CX software had to offer great reporting and analysis capabilities, allowing Salesmsg to track performance trends and customer satisfaction levels in real time, driving informed decision-making. These features were supposed to help the company stay agile, continuously improve its offerings, and respond to customer needs, all while maintaining a smooth feedback loop that enhances customer experience.
Image source: salesmessage.com
The Solution
To enhance customer experience, Retently offers Salesmsg a powerful mix of CX metrics like Net Promoter Score (NPS), Customer Effort Score (CES), and CSAT (5-star) ratings. These surveys are deployed across various channels, allowing Salesmsg to experiment with different formats and questions, ensuring they gather relevant insights from their users. Whether it’s a simple two or three-question survey or something more detailed, the ability to customize the survey look, as well as adjust questions based on customer scores, adds a level of personalization that drives engagement and actionable feedback.
Salesmsg uses Retently to automate recurring in-app NPS surveys, as these are easy to complete and provide relevant insights without complicating the user experience. The company also leverages 5-star (CSAT) link surveys across multiple channels to reach customers at the right moments and ensure comprehensive feedback collection. Additionally, they send personalized email reminders to nudge users to complete their surveys.
With the added bonus of integrations with Intercom and HubSpot, exporting and analyzing feedback becomes seamless, allowing the team to easily track and manage customer sentiment over time. Real-time Slack alerts for incoming feedback ensure that the team is always up-to-date on customer experiences and can take action quickly when necessary.
To further engage customers, Retently enables Salesmsg to tailor their copy with incentives within personalized feedback templates, thanking customers for their support and encouraging more detailed responses.
This combination of features allows Salesmsg to continually refine the customer experience strategy, collect valuable feedback across different touchpoints, and ensure the team stays aligned with its users’ needs and expectations. By making feedback collection easy, personalized, and actionable, Retently helps Salesmsg foster stronger relationships with their customers and drive long-term growth.
Results with Retently
By using in-app NPS surveys, Salesmsg gains valuable insights into customer satisfaction, identifying top positive topics such as ease of use, product features, and seamless integration with HubSpot and other platforms. These surveys allow them to keep a pulse on their customer base, regularly measuring NPS to stay in tune with feedback and quickly addressing any concerns. This focus on consistent feedback empowers them to enhance features that resonate well with users.
Salesmsg also leverages 5-star (CSAT) link surveys to gather ideas and feedback on newly added product features. These surveys are shared across various channels, inviting users to contribute suggestions and improvements and ensuring that product development aligns closely with customer needs. This participatory approach strengthens the bond between Salesmsg and its users, fostering a collaborative product enhancement process.
The recurring themes of convenience and integration have emerged as key drivers of customer satisfaction, but feedback has also highlighted areas for improvement, particularly with the mobile app experience. This insight enables Salesmsg to prioritize fixes and enhancements to elevate the overall customer journey, addressing pain points in real time. They also ensure that customers are kept engaged through regular surveys, driving continuous development based on actual usage patterns and preferences.
Incentivizing Promoters through personalized rewards further boosts customer loyalty and encourages repeat feedback. By thanking their most loyal customers and encouraging them to engage with future surveys, Salesmsg fosters a strong community of advocates who amplify the brand through word-of-mouth and drive organic growth. These insights, along with seamless integration with platforms like HubSpot and automated survey workflows, allow Salesmsg to maintain a customer-centric approach, consistently improving based on actionable data.
