Improving CSAT through Salesforce Text Messaging: Building Stronger Connections

Selling business offerings with the motive of earning profit is not the approach that works for businesses in the long run. As the customer is the king of the market, the focus should be customer satisfaction. And the business owners who understand this succeed in flourishing their businesses.

When the focus is on sales, you can sell your product once, but you have to forget about repeat purchases from the same customer. On the contrary, when focusing on maximizing customer satisfaction, sales happen automatically. 

Therefore, it is crucial for businesses to stay on top of the customer satisfaction game,  which is possible only when you have the right tools and capabilities to measure the customer satisfaction level with your business offerings.

Do you know according to Klaus metrics, only 38% of teams Measure CSAT in business?

It won’t be unjustified to say that texting is the perfect and convenient tool for measuring customer satisfaction levels and capturing customer opinions at scale.

In this blog, we will find out why businesses can’t overlook the importance of CSAT.

Also, we will bring to light how Salesforce text messages can help you measure CSAT faster and more effectively.

Why Should You Care about CSAT?

Good services lead to customer satisfaction. And satisfied customers are more likely to become repeat customers. 

According to Help Scout, for 86% of clients, good services compelled them to become brand-loyal customers.

Monitoring CSAT helps businesses identify areas where they excel and those needing improvement, contributing to customer loyalty. Finding areas for improvement is the major reason businesses calculate CSAT, and you can easily count on text messaging Salesforce for this.

#1) Brand Reputation

CSAT score plays a crucial role in building a brand’s reputation. Without calculating CSAT, it is impossible to figure out whether customers are satisfied with your business offerings or dissatisfied. 

So, if you have a high CSAT score, you can use it to your business advantage. Using a Salesforce text message, you can ask satisfied customers to review you on public platforms, which can help you showcase positive word of mouth and glowing reviews.

#2) Customer Insights

Analyzing CSAT responses provides valuable insights into what customers appreciate and what they find lacking. This information guides product/service improvements.

#3) Competitive Advantage

When you have a high CSAT, you have more positive reviews to showcase. You can present your brand in comparison to other brands while closing a deal to get a competitive advantage, as customers prefer to choose brands with better ratings and positive reviews.

#4) Reduced Churn

Satisfied customers are less likely to switch to competitors, reducing customer churn and the associated costs of acquiring new customers.

#5) Employee Morale 

When your employees witness a higher CSAT score, they feel motivated and happy.  this boosts employees’ morale and compels them to work with more dedication and enthusiasm for better outcomes. 

#6) Targeted Improvements with Text Messaging Salesforce

Low CSAT scores pinpoint areas that need attention, allowing businesses to focus resources on specific aspects of their operations that require enhancement.

#7) Customer-Centric Culture

Emphasizing CSAT promotes a customer-centric culture within an organization, where the customer’s perspective is at the forefront of decision-making.

#8) Financial Benefits 

High customer satisfaction can increase revenue through repeat business, upselling, and cross-selling opportunities.

#9) Risk Mitigation

If CSAT scores are low, addressing customer dissatisfaction early helps mitigate the risk of negative reviews, complaints, or even legal issues.

Calculating CSAT using a Salesforce Texting Feature 

To calculate CSAT using Salesforce text messages, you should cautiously choose your Salesforce text message integration. This is because the type of capabilities for text messaging Salesforce you will get depends on the kind of Salesforce SMS integration you choose. 

An ultimate Salesforce text message integration provides numerous out-of-the-box texting capabilities to accommodate your unique business use cases. One such capability is no-code SMS Surveys. 

You can configure a series of questions and answer choices with no-code SMS Surveys. You can configure a new question that you want to trigger concerning a specific incoming answer. This way, you can configure questions and answers in a nested structure and extend your SMS Surveys as long as you want.

You can add questions related to customer satisfaction, purchase experience, how likely a person is to recommend your business offerings to others, etc., 

In the case of negative reviews, ratings, or responses, you can trigger questions to find out reasons for customer dissatisfaction.

This way, with minimal effort, you can easily capture data at scale and measure your customer satisfaction level using a reliable tool- Salesforce text messages. 

Once the data for feedback and ratings is collected using the Salesforce texting feature, you can plan your next step. You can follow up with the customers who shared negative feedback and ratings to resolve their issues.

For the ones who shared positive reviews, you can ask them to review your business offerings over public platforms to present your positive brand reputation.

Calculate CSAT Effectively with Text Messaging in Salesforce

Text messaging in Salesforce is not a default functionality, but it opens up several ways for Salesforce users to communicate with audiences and scale and improve their business communications. With a proper Salesforce text message integration, you can get capabilities like no-code SMS survey building, which helps you capture data at scale conveniently for calculating CSAT score, which is a crucial metric for any business growth. CSAT score calculation helps you understand where you stand exactly. So, start harnessing the power of Salesforce text messages for CSAT today! 

Have questions about the no-code survey building? Reach out to our experts at care@360smsapp.com or click here to contact us.

Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.