SMS message surveys Salesforce integrated with a offer, powerful, high-response channel for gathering customer feedback instantly. Unlike email, which can get lost in an inbox, text messages boast a staggering 98% open rate and are usually read within minutes. This speed is critical for collecting timely feedback—whether it’s a quick Net Promoter Score (NPS) question immediately after a service interaction or a brief satisfaction survey post-purchase.
Implementing SMS surveys, typically done through a native AppExchange solution or Salesforce's own Survey feature, allows you to trigger and personalize messages using your existing CRM data. For example, a "Case Closed" status can automatically trigger a text asking, "How would you rate your support experience? Reply 1-5."
All responses are logged directly back onto the relevant Lead, Contact, or Case record, providing a unified, 360-degree view of the customer within Salesforce. This centralized data allows you to create instant reports, analyze sentiment, and automate follow-up actions like triggering a sales call for a low score. Ultimately, SMS surveys enable data-driven decisions that enhance both customer experience and your internal service processes.
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