Digital Communication Challenges and Solutions on Salesforce
People crave connection in business. It’s even more valid now in light of social distancing. Eighty percent of consumers say that the experience a company provides is just as necessary as its products or services. A positive customer experience entails establishing trust, providing quick responses, thorough fixes, personalized care, proactive communication, and responsive action.
As many financial service professionals will tell you, building relationships through the customer experience is at the core of their work. Asset managers, wealth advisors, and financial planners are continually communicating with their clients and need to know who said what last. Research shows that the majority of clients think it reflects sub-par customer service to have to explain or relay the information to multiple team members. The expectation amongst clients is that the financial service professional will have access (and the diligence) to relevant historical client records and conversations. Match My Email and Mogli (SMS & WhatsApp text messaging) help these professionals keep track of conversations automatically in Salesforce.
The Importance of Collaborative and Cohesion in Client-Facing Conversations
Match My Email is a cloud-based app that sits in between your email and Salesforce. Artificial intelligence enables the app to automatically capture and store emails into their relevant records in Salesforce. MME eliminates duplicate emails in Salesforce, creates email meta-data that can track email activity by customer or user, and matches emails to records by unique attributes like names, words, or numbers in an email’s content.
After its latest release, Match My Email operates seamlessly with Salesforce’s Financial Cloud. Gone are excuses like “I wasn’t CC’d on that email!” or “If you don’t copy me on emails, I can’t know what you are saying to the client.” When your team’s emails are always available to you in Salesforce, you’ll be able to pick up exactly where the conversation left off. Wealth advisors and asset managers can rest assured that MME reliably and permanently captures their emails in Salesforce for seamless, collaborative communication.
Similarly, Mogli’s Conversation View allows unlimited Salesforce users to communicate, coded by color and avatar, with any individual client. Regardless of if these text-based conversations happened one-on-one chats, bulk sends, surveys, reminders, text-to-pay, transaction updates, or the like, they’re all stored within this one view in the Contact Record for easy reporting. Moreover, Mogli supports all Custom and Standard Salesforce Objects, including Person Accounts. So, regardless of how you customize your Salesforce org, Mogli supports communication ways that support your workflow.
Five Ways to Keep Proactive Communication Going between Text & Email
- Text reminders for appointments or deadlines, transaction updates or verifications
- Reminders to complete an application that was sent via email but left incomplete
- Custom automation with flow or process builder that can send or capture quick yet vital information and follow up more in-depth with an email (like for lead generation or qualification)
- One-on-one text conversations or automated reminders when someone hasn’t responded to an email
- Initiate feedback surveys sent via text message, and if the survey is long or was abandoned, follow up via email for completion.
If you use Gmail, you may have seen a prompt “Sent X days ago. Follow up?”. One of GSuite’s more recent features, the reminder to follow up, can save emails from slipping through the cracks. Now, using Salesforce’s Process Builder, MME, and Mogli, finance professionals can recreate this function in Salesforce. When emails go days without a response, a task to text message follow up can be created in Salesforce. If a client’s not responding to their emails, move the conversation to mobile. With automatic email and SMS capture, advisors have the assurance that business conversations with their clients are logged in Salesforce effortlessly.
The ROI of Strong Client Relationships for Asset Managers:
Building strong relationships means increasing the assets under your management: McKinsey & Company found that “70% of buying experiences are based on how the customer feels they are being treated.” Once you have those clients, continue to expand upon that relationship because attracting new clients is about six times as expensive as retaining happy clients.
To attract and delight customers, you have to have confidence in the quality of your CRM’s information. Historical and omniscient views of both text and email communication on which you can easily report are paramount. Asset managers can spend less time on the menial and more time on the meaningful with 100% reliable email capture and robust text messaging abilities via SMS or WhatsApp in Salesforce.