Salesforce and Twilio are the leaders of their domain and are famed for their unmatched utility and service delivery. While Salesforce is designed to gratify the customers and take care of them by all means, Twilio is here to make messaging and communication a bit more effective and impressive.
What would be the outcome when these two veterans join hands? Well, this is going to be an epic collaboration that will take customer satisfaction to a whole new level.
In this blog, we will figure out how this will be done and why one should think of using the Salesforce Twilio integration. So, let’s get started.
Salesforce and Twilio – The Best Blend of Technologies
Salesforce and Twilio integration is a much-awaited collaboration that is allowing businesses to tough the new highs at the customer satisfaction front. This working principle of this integration is as quoted below:
- Authentication of Salesforce and Twilio integration
- Choosing one app and deploying it as an automation trigger
- Deciding the resulting actions from the other app for each action done on the trigger app
- Picking out the data that needs to be shared
- Start enjoying high-end and automated customer-business communication.
This seems very simple and it’s so in reality as well. All one needs to do is select the right kinds of actions.
For instance, if you want to send a message each time a customer makes a purchase then just keep Salesforce as the trigger app and Twilio at the other end.
Enter the action details and give your confirmation. Each time this action takes place Twilio will inform the customer via text or email, as preferred by the business.
Benefits of Twilio and Salesforce Integration for Improved Customer Satisfaction
Twilio is a great tool to use when the aim is to have constant and real-time communication is the need of the hour. By joining these two tools, it’s easier to experience high-end customer satisfaction. This is how it happens.
Quick, Detailed, and Continual Communication
If you’re a business then there is no point in explaining to you the worth of result-driven business-customer communication as you must know it already. But, what you don’t know is that you can experience supreme communication with Twilio and Salesforce integration.
The direct impact of Salesforce and Twilio is on customer communication. It will no longer be a tedious job to update the customers about recent offers and gather their feedback. Admins can manage the customers’ inbound and outbound communication from a single platform with the least possible effort.
Exchange of messages and texts becomes free from various sorts of operational hurdles such as entering the same text, again and again, forwarding the request to the concerned department, and tracking the progress. Because of this, lead generation and campaign management become a smooth job to do.
Admins can manage the preferences and permissions in the communication as well. It has been witnessed that Salesforce and Twilio integration will have over 90% open rate that indicates directly to better and instant customer attention.
Build Long-Lasting Customer Relationship
The business sustenance depends on customer loyalty. More than creating new relationships, it’s important to nurture the existing ones and make them last longer. Salesforce-Twilio integration has a huge impact on this front as well.
Because of this partnership, it’s easy to generate and share personalized texts. Businesses can capture the relevant customer details from Salesforce and include them in the texting by simple drag-and-drop function. We all know the fact that personalized text has a huge impact on improving customer satisfaction and retention.
Twilio gets along well with the Lighting Component and Drag-and-drop tool of Salesforce. Fetching relevant information and adding it in the right kind of text is no longer a tedious job.
Also, Twilio allows end-users to make most of the Process Builder tool. Process Builder is a highly acclaimed Salesforce workflow automation tool using which a business can save a huge deal of time & effort.
The introduction of Twilio in Salesforce has allowed businesses to experience unmatched seamlessness in actions like sending notifications in sending SMS, reminding about the appointment, and keeping track of customer satisfaction rate.
Enhancing team productivity has an indirect yet significant impact. Team members can accomplish tons of texting and messaging-related tasks with few clicks as automatically data of one platform will be synced with another.
Communicate Without Any Qualms
No business is going to be stagnant. Growth is evident. While going global is your aim, Twilio-Salesforce integration ensures that communication should be as smooth as possible.
With their help, communication is now no longer restricted. Whether you need to connect with a local customer or with an overseas customer, conversation initiation will be done with just one click with no additional costs. It allows businesses to build a global customer base with full confidence.
The chatting feature will be at your disposal. Chatbots will initiate the communication, share the SMSs, and automate mobile messaging. Whether it’s local or global, communication can be done from a single point, granting great accessibility to the agents.
Limitations of the Integration
From the above text, it’s clear that Twilio and Salesforce integration is a game-changer for customer satisfaction. Their introduction in the CRM has tons of positive outcomes, as quoted above. But, there is one limitation as well.
Twilio, when clubbed with Salesforce, is capable of sending text messages only. Phone calls are not compatible. The best you can do at the calling front is set the call forwarding for desktop and smartphone calls. That’s it.
This hinders communication as if a customer requests the calls back or tries to call you back then it won’t be possible.
Salesforce and Twilio integration are one of the many ways to enjoy high-end customer satisfaction, constant communication, and easy customer accessibility. Tons of communication workflow will be automated saving a huge deal of time and effort. If you haven’t thought of using this integration then give it a try now and handle your customers with a bit more diligence. Talk to consultants at Bacancy Technology or leverage our high-quality salesforce integration services to get started.
Chandresh Patel is a CEO, Agile coach, and founder of salesforce integration services . His truly entrepreneurial spirit, skillful expertise, and extensive knowledge in Agile software development services have helped the organization to achieve new heights of success. Chandresh is fronting the organization into global markets in a systematic, innovative, and collaborative way to fulfill custom software development needs and provide optimum quality services.
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