Tips for Better Messaging through Salesforce SMS Integration

Salesforce is the world’s most popular CRM, featuring a range of communication tools. SMS texting is one of those tools, but the functionality is limited. For example, Salesforce texting makes it difficult for your organization’s marketing, sales, and support teams to collaborate throughout the customer journey. This often results in redundant messaging, communication errors, inefficiencies, and a less satisfying customer experience.

A Salesforce® SMS text messaging integration is the best way to enhance your CRM’s performance. With a 100% native integration, you’ll get lightning-fast SMS text messages, generate more leads, boost productivity, and increase sales.

Choosing the right Salesforce SMS integrations can be challenging since there are numerous platforms on the market. Each one offers a different look, feel, and feature set. This guide provides the insights you need to make the best SMS decision for your organization.

Importance of a Native Salesforce SMS Integration

SMS providers and their view of what “integrated” means can vary widely. Unsurprisingly, the results they offer also vary. The best Salesforce SMS integrations with the highest ROI are built using Salesforce development tools and operate seamlessly within existing CRM environments. Top SMS integrations also include enterprise-grade features built for scale and reliability in a truly native integration that operates inside of your Salesforce CRM.

When selecting a Salesforce SMS texting solution, insist on the following features:

100% Native Salesforce Integration

Interoperability is essential when adding SMS text messaging to Salesforce. Native integration means that applications are built directly within Salesforce’s own development environment. Using their proven CRM framework and tools ensures compatibility, high-performance, and rock-solid security.

Many SMS messaging providers promote “Salesforce integration”. It’s always important to clarify exactly what is being offered. These so-called integrations are often merely data connections that sync contact info between your Salesforce account and the vendor’s application.

Some companies use behind the scenes automation tools like Zapier or Boomi to link Salesforce to their messaging services. Although highly useful overall, these third-party applications are seldom the best option for SMS text messaging.

Since each request (both inbound and outbound) counts as a transaction, the total cost of ownership can add up quickly. Zapier and other automation platforms make custom integrations easier but may introduce other, unexpected consequences. For example, “zapped” messaging delays can be 15 minutes or more. That type of lag can be a deal breaker for enterprise-grade businesses.

The vast majority of solutions on the market are not native within Salesforce and require you to send SMS messages via the provider’s infrastructure – not your own. Truly native integration eliminates these vulnerabilities, delays, and extra effort by sending and receiving messages from directly within your existing database.

Ease of Use
When apps are natively integrated, there’s no need for additional accounts, logins, or training. Users acquainted with Salesforce can take full advantage of native SMS integrations without the steep learning curve associated with a separate third-party solution.

With everyone on the same page and familiar with the messaging interface, your employees will be more productive and there will be reduced workloads for IT staff.

Top-notch Security
Native design also includes robust security features and granular control over user permissions and sharing rules. These are enterprise-grade texting features designed with large organizations in mind, while also valuable for smaller programs. Native SMS integrations must abide by the strict security standards that are part of the Salesforce CRM platform.

Data storage and processing happen within the confines of your existing Salesforce instance. Local control significantly reduces the risk of a security breach or other data containment issues.

Enhanced Performance
Since native applications live entirely within the user’s Salesforce instance, they operate more efficiently and are less susceptible to errors or incompatibilities. You get the extra capabilities of a specialized platform while enjoying Salesforce’s legendary uptime and performance metrics.

Businesses selecting native SMS integrations hosted in a secure cloud-based environment reduce the risk of downtime from provider outages. Since native apps coexist within your Salesforce environment, database exchanges are not necessary.

IT infrastructure and third-party platforms
As long as your local Salesforce instance is operational, so is your data.

However, to take advantage of these capabilities, it’s important to make sure your SMS provider is also hosted in a secure, cloud-based environment with similar uptime and performance metrics.

Uncompromised Compatibility
Built using the same software development platform, native apps integrate effortlessly with other Salesforce applications. Additionally, powerful API and custom-coding features offer access to near limitless possibilities.

You can connect with existing CRM applications and solutions or create your own. Regardless of your unique needs, you can be confident knowing that each will “play nicely” with one another in the Salesforce environment.

CRM Services as Custom Objects
One of the most useful Salesforce capabilities lies in its data processing method. Using native apps, Salesforce classifies each data type as a separate object. This means that contacts, phone calls, and email messages all exist as unique entities in the CRM database.

When selecting a Salesforce SMS text messaging provider, choose vendors where SMS custom objects are natively incorporated. Doing so improves system performance, enhances data security, and makes generating reports, event triggers, and custom actions a breeze.

A2P 10DLC vs. Short Code Options

An often-misunderstood element in SMS text integration is the use of Application-to-Person 10 Digit Long Code (A2P 10DLC) versus Short Codes. Let’s dig deeper into what these terms mean and how it can impact your organization.

A2P 10DLC
Application-to-Person 10 Digit Long Code is used for direct two-way communication between businesses and individuals via text.

A benefit of 10DLC is the ability to enable text from a phone number, including one that customers may already be accustomed to using and seeing for voice calls. Alternately, use of a local area code can enhance consumer trust and engagement. The phone number can also serve as an easy way for a customer to call back and be connected directly into a general call center or specific servicing unit, maximizing engagement in real time.

10DLC is intended for a more familiar, personalized experience and enables seamless two-way conversations at scale. A2P 10DLC is a sanctioned service that provides visibility into message sources. It is an important element of the carriers’ anti-spam strategy.

Short Codes
Short Codes are five- or six-digit numbers used specifically for marketing, alerts, and mass one-way communication. Unlike 10DLC, Short Codes are designed for mass notifications and SMS marketing messages. While somewhat impersonal, Short Codes allow businesses to send up to millions of messages at once to clients or subscribers.

The most affordable short codes are randomly assigned by the Common Short Code Administration (CSCA). If you choose this route, your organization has no say in what the number sequence will be. Once assigned, that unique number will belong to your organization for as long as you want to use it.

Another option is to pay for a vanity Short Code, which allows you to select your own number sequence (as long as it’s available). This makes it possible to get a Short Code that’s connected to your organization and is easier for customers to remember. For example, if you owned a business called Four-Strong Marketing, you could potentially seek the Short Code “44444.”

Ideally, you want to find a provider offering the full range of options. That way you can utilize 10DLC, random Short Codes, and Vanity Short codes to fit an array of business use cases and provide maximum flexibility for your engagement strategy.

SMS Text Messaging Service and Support

Incorporating SMS texting into Salesforce adds tremendous value. However, proper initial setup and ongoing support are crucial for maximizing your investment.

Look for SMS providers who have built their own technology rather than simply plugging into another SMS API. True enterprise-grade SMS vendors maintain direct carrier connections and offer their own fully documented SMS API. Not only does this ensure higher performance and optimal pricing, but also guarantees that your technology team can communicate with a seasoned developer to properly integrate the SMS solution.

The right SMS vendor offers dedicated installation teams to help integrate new services or transition away from an old one. Enterprise SMS solutions should also have built-in software wizards to step users through everyday tasks and help administrators troubleshoot common problems.

It’s important that you have access to U.S.-based support agents who understand the needs of large businesses and organizations. Many of the platforms on the market use overseas support teams, with language barriers and support hours that don’t align with U.S. business standards. This can result in problems going unresolved for longer than necessary and causing needless headaches for customers and clients.

Enterprise Scalability and Pricing

If you’re going to integrate with an SMS provider, it is imperative to select a vendor that has experience with large enterprises and direct carrier connections, providing volume pricing as you scale.

Many SMS texting vendors primarily serve small businesses and are not familiar with the unique issues that come from mass SMS volume – including mass deliverability and queuing issues from competing campaigns. Be sure to select a vendor whose core platform is built to handle mass volume with cloud-based capabilities to surge bandwidth and processing speed.

Pricing varies greatly as many SMS vendors build a simple software interface on top of another provider’s SMS API, so they are essentially resellers that have limited ability to offer deep volume discounts as you scale. For this reason, the best SMS providers for enterprise businesses are always those with direct carrier connections.

TrueDialog – Salesforce SMS Integration Experts

If you’re searching for a provider with all these capabilities, TrueDialog is the perfect solution. Our five-star-rated enterprise-grade SMS texting software is built for big business,yet made easy for smaller ones.

With an ISO 9001 database, 99.9% service uptime, direct carrier connections, and truly native Salesforce SMS integration, TrueDialog is the perfect Salesforce texting solution for managers serious about personalized customer engagement at scale.

Our proprietary “TrueDialog” feature enables seamless texting with both short codes and 10DLC, all combined in the same thread. Businesses can send mass text messages and then effortlessly engage in one-to-one texting conversations at scale.

TrueDialog has invested in building direct carrier connections to eliminate the middleman. This provides our customers with improved deliverability by reducing potential points of failure and reliance on third parties. Our direct carrier connections also deliver a lower cost structure, allowing us to price services significantly lower than the competition.

We offer local US-based tech support (in tech-savvy Austin, Texas) from knowledgeable staff and developers who understand the unique needs of enterprise businesses. We are committed to your success and respond to all inquiries within one business day.

Our industry-leading features are state-of-the-art yet still provide the best value in SMS text messaging. No other SMS platform compares.

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See What TrueDialog Can Do or Your Organization

If you’re ready to add integrated SMS texting capabilities to your existing IT and communications infrastructure, our experts are happy to demo our Salesforce SMS integration. We will show you how the industry’s best SMS enterprise-grade platform can elevate your business. Contact us today to schedule your simple 10-minute demo.

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