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SMS360 has been updated

You can now choose to send different SMS messages depending on the outcome of the call

Delacon’s SMS360 feature, which allows you to send a post-call SMS message to your customers, has been improved again. Until now, when a customer called you using their mobile phone, they would automatically be sent an SMS. This message would be the same for every caller, regardless of the outcome of the call. A caller who did not get through would be sent the same message as a customer who had had a full conversation. While this function was useful, it clearly had its limitations.

With our latest improvement to the automatic SMS360 system, you now have the choice to define different messages for different call outcomes:

  • Answered calls
  • Missed calls
  • Busy calls

Top 5 ways you can use Delacon’s SMS360

By defining different SMS messages based on call outcome, you can ensure that your customers have the best experience, and increase your chances of converting those leads into valuable sales. You can customise the SMS messages to meet the needs of every caller, whether you were able to speak to them or not.

1 – Instantly follow up on missed and busy calls

Research suggests that up to 30% of incoming calls to businesses go unanswered either because the number is busy or the caller hangs up before the call is answered. That’s a lot of missed sales opportunities. By teaming up SMS360 with Delacon’s Call Notifications, you can make sure that your customers don’t feel ignored. Send your customers a message apologising for missing their call, and promising to call them back, and you can recapture those potentially lost leads. Just make sure you follow up on your promises!

2 – Let your customers interact at their own pace

People leading busy lives will appreciate the ability to interact at their own pace, rather than having to make time for a phone call. After the call, encourage your customers to ask their questions by replying to the SMS, which will be delivered to you as an email, allowing you to continue the conversation.

3 – Post-call feedback

Customers whose calls were answered hopefully had a great experience, but to fully understand whether or not they were satisfied, you could send them an SMS containing a link to your feedback platform, or asking for a review on Google.

4 – Provide extra information

Depending on the type of service you offer, you could send follow-up messages that contain extra information, a link to your website, or links to your social channels to encourage further engagement.

5 – Just say thanks

You might just want to send them a message thanking them for calling – simply reinforcing positive sentiment around your brand. Making your customers feel like they are getting a personalised service will make them feel good about your business.

Continue the conversation

Regardless of the message type that you send, the customer can choose to respond back with their own SMS message. When their SMS message is received by the Delacon system, it is converted into an email, which is delivered straight to an address that you can define. Any email replies that you send will in turn be converted back to SMS messages, and sent to your customer. Expanding the ways that your customers can communicate with you means that you can keep in touch with customers who might have otherwise slipped away.

Built-in reporting

All of this extra communication is recorded in our Delacon Portal, where you can find all the information about the initial call that you would expect from our Call Tracking solution, alongside a full transcript of the subsequent SMS conversation. Our system can even track callers across several calls, so you’ll always have the full picture to hand. Combine this with the other analytics available to you from Delacon, and you have a powerful tool for turning leads into sales.

If you are already using Delacon Call Tracking, you can read about how to implement SMS360 in our step-by-step guide.

If you’re not yet using Delacon’s powerful Call Tracking features, including SMS360, let us give you a no-obligation live demo – just fill in your details here and we’ll be in touch.