Effective communication is key in marketing, especially when aiming to quickly and directly engage with your audience. This guide outlines a structured approach for setting up SMS campaigns that automate contact connections with your team, ensuring organized and timely responses that boost customer satisfaction and conversion rates.
The importance of SMS automation in marketing
In a busy marketing campaign, like a summer promotion, the ability to automatically sort, respond to, and forward customer interactions streamlines operations and boosts your marketing's impact.
For example, a campaign called "Summer Deals 2024" could greatly benefit from automated responses, ensuring each customer inquiry is handled efficiently.
When you launch an SMS campaign using Broadcast, and a contact responds with predefined keywords, they are automatically enrolled in a sequence to receive a follow-up SMS or connect with an agent to finalize the deal.
Setting up your SMS triggers
Triggers are essential for automating your SMS campaign as they allow for actions based on specific conditions related to the message content or status. These triggers work independently to maintain a smooth workflow.
Go to the Lines menu and select the communication line you want to use for your campaign.
Under Triggers, choose the "SMS Trigger" option.
Set the trigger to activate when an inbound SMS is received.
Configure the trigger to check if the SMS contains the keywords "Deal" or "Deals."
If the SMS includes these keywords, the trigger will automatically enroll the contact into the "Summer Promo 2024" sequence.
Creating effective sequences
After setting your triggers, the next step is to establish sequences activated by these triggers. These sequences automatically send responses or assign contacts to specific agents.
Go to the Sequences Manager page and create a new step titled "Send SMS to Ring Group."
This step enrolls contacts who responded with the keywords "Deal" or "Deals" as identified by the SMS Triggers.
It then assigns these contacts to a specific agent group based on their ring group.
Configure the step:
Delay - implement a time delay between this and the previous action to manage communication flow.
Ring group - choose the group to handle responses, ensuring they are managed by the right team.
Text message - draft a clear and direct message that recipients will receive to inform them about the deals or next steps.
Implementing your broadcast
With your sequences and triggers in place, the next step is to set up the broadcast that initiates customer interaction.
Broadcast message creation - develop a compelling introductory message that encourages interaction:
Keyword preparation - ensure that the broadcast message includes clear and actionable keywords that prompt users to respond, triggering the sequence.
Line assignment - in the lines menu, select the communication line assigned to the broadcast and configure the triggers as described earlier.
Automating your SMS campaign
By following the above steps, you create a flow that not only sends out broadcast messages but also handles responses automatically. When contacts reply using the designated keywords, they are immediately enrolled in the sequence and connected to the appropriate ring group. This ensures that your team can manage responses efficiently without manual intervention.
This streamlined process not only saves time but also increases the effectiveness of your campaign by ensuring that each contact is promptly and properly handled. With this setup, your team can focus more on the quality of interactions rather than on managing the logistics of communication.