Sending SMS Communication

 Documentation: Sending SMS Communication via Salesforce Marketing Cloud

 

Introduction:

Salesforce Marketing Cloud provides a powerful platform for sending SMS (Short Message Service) communications to your customers. SMS is a popular and effective channel for reaching customers with time-sensitive information, promotions, and important updates. This documentation will guide you through the process of setting up and sending SMS communications using Salesforce Marketing Cloud.

 

Considerations:

Before you start sending SMS communications via Salesforce Marketing Cloud, it's important to consider the following:

 

1. Compliance: Ensure compliance with local regulations and laws governing SMS communications, such as obtaining proper consent from recipients and adhering to messaging frequency restrictions.

 

2. Messaging Costs: Understand the pricing structure for sending SMS messages through Salesforce Marketing Cloud, including any subscription fees, message rates, or additional charges.

              a) Super Messages : Super Messages includes an email, a high priority email, a landing page impression, CloudPage impression, a Predictive Intelligence web or email impression, a push notification, or an SMS or MMS message. The number of Super Messages consumed per message varies by type of message. Click Here to know more.

Latest updates: Cost Multiplier is changing, read more.

 

3. Sender ID: Determine the sender ID that will be displayed on the recipient's device. It can be a short code, long code, or alphanumeric sender ID. Note that sender IDs must be registered and approved before they can be used.

 

4. Opt-In/Opt-Out: Implement mechanisms for recipients to opt-in or opt-out of receiving SMS communications. Provide clear instructions and an easy process for managing their preferences.

 

5. Message Content: Craft concise and relevant messages within the character limit imposed by the SMS protocol (typically 160 characters). Consider the message tone, personalization, and call-to-action to maximize engagement.

 

6. Timing and Frequency: Respect the recipient's time and send messages at appropriate times. Avoid excessive messaging that might lead to user annoyance or opt-outs.

 

7. Personalization: Leverage Salesforce Marketing Cloud's personalization capabilities to tailor messages based on recipient attributes, preferences, or previous interactions.

 

8. Automation: Utilize automation features to trigger SMS communications based on predefined criteria, such as customer actions, milestones, or events.

 

9. Testing and Quality Assurance: Test your SMS communications thoroughly before sending them to a wider audience. Ensure that messages are properly formatted, contain the correct merge fields, and are free from spelling or grammatical errors.

 

10. Metrics and Analysis: Monitor the performance of your SMS communications using Salesforce Marketing Cloud's reporting and analytics tools. Analyze key metrics such as delivery rates, open rates, click-through rates, and conversion rates to optimize your campaigns.

 

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