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Physical Distancing & COVID-19: Many Marketers Prioritize Mobile

Anthony Slusher | May 15, 2020 

As the global community faces one of its’ biggest challenges in history due to the Covid-19 pandemic, businesses across the world are moving quickly to find new ways to stay relevant. Some business have shifted dramatically and have taken bold steps to re-think their consumer model. In a time where social distancing has become a ‘norm,’ it’s no surprise that mobile handheld devices have become an even more integral part of our daily lives. Mobile device usage is on the rise worldwide and businesses have taken notice and have started to re-think their communication strategies and are expanding to include SMS campaigns in a way that provides their customers a direct, concise, and positive experience. 

Mobile Devices and Social Distancing Go Hand-in-Hand

For years, companies have been shifting their focus from transactions to a relationship with their customers.  Brand identity and a personalized, relevant customer relationship with that brand have become the gold standard.  This, combined with the unique challenges and sudden impact of Covid-19 on the world, has made SMS communication more essential than ever. Consumer models are shifting more and more from the brick-and-mortar model of the past to a new and interactive digital model. Consumers are shopping, eating, and working at home more now than ever.  This change provides an incredible opportunity for businesses that want to improve their brand-to-customer relationship by leveraging SMS campaigns within Salesforce Marketing Cloud.

SMS Use Cases

Can SMS provide a better, more personalized experience for your business? Here are some great SMS messaging tactics to consider:

  • Text to subscribe
  • Text to win – in-store
  • Text to win – event specific
  • Voting/polling
  • Appointment confirmation
  • Appointment reminder
  • Satisfaction survey
  • Order shipped
  • Order delivered
  • Return received/credited
  • Payment due
  • Payment received
  • Over credit card limit

ListEngage: One of Only a Few Select Salesforce Partners Certified to Enable Short Codes & Implement SMS Campaigns

There are a lot of moving parts for consideration when setting up SMS. There are the different “players” (i.e. the Aggregator, the wireless carriers, Salesforce and your organization). Additionally, there are multiple required forms to submit and guidelines which must be met (like explicit customer opt-in). ListEngage can help guide you through the process and help you navigate the challenges of implementing your new SMS campaigns. 

Timing is always a top consideration when implementing SMS, but Covid-19 and the rush to set-up SMS campaigns created its own unique challenges. In the midst of the ongoing Coronavirus pandemic, carriers like AT&T and Verizon enacted a ‘freeze’ which halted the approval process for all new SMS campaigns.  With the clock ticking some marketers began to panic, unsure of whether or not they’d be able to reach an approval within a reasonable time to meet their goals.

By working hand-in-hand with our clients, assisting with required form completion and campaign submittal, ListEngage has recently provided the necessary guidance to ensure their campaigns were approved as soon as the freeze was lifted.

Additionally, we procured “Special Review”, which fast-tracked the approval process, for our Health and Life Sciences clients, which was vital due to relay critical information regarding Covid-19. 

From delivery notifications, order confirmations to information-on-demand and promotional alerts, businesses are restructuring their messaging to provide the most relevant content through email and SMS. ListEngage is one of only a select few partners certified to enable short codes and implement SMS campaigns within the Salesforce Marketing Cloud ecosystem.

If you need help with your SMS set-up and activation or would like more information on what this entails, please contact us at: services@listengage.com for a no cost consultation.

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Anthony Slusher

Anthony Slusher | Solutions Architect

Anthony is a 3x Certified Marketing Cloud Specialist with 8+ years of experience implementing Email and SMS solutions for clients across Health & Life Sciences, Financial Services, and Retail industries.