How to SMS enable your website?

Transcription

1 How to SMS enable your website? OVERVIEW: Improving customer service all starts with investing in the solutions that make your customer`s lives easier. Many people are buying products online, which is why you need to make this process as simple as easy as possible Few people want to fill out long website forms if they have a question about a product or service that you re advertising on your website. Coretalk s mobile CRM solutions allow you to create an SMS enabled website, where a website visitor has the ability to send you a TEXT message the moment they have a question about a specific product or service on your site. Core Talk CRM solution allows you to receive and reply to messages in less than two minutes, giving you the ability to improve turnaround times and close sales immediately. Some of the added benefits of our mobile CRM solution is that you will have a complete history of all the messages sent between you and the client (why waste time asking for contact details and which product they would like to replace when you can improve the service you provide by having all these details on your computer screen?) Creating an SMS enabled website is quick and easy thanks to Core talk. All you have to do is follow these steps: Step 1: Buy the Core Talk GSM Modem Step 2: Install the easy to use software Step 3: Contact your service provider for SMS/Text packages Step 4: Start communicating directly with your potential customers

2 Once you ve followed these steps, you can put specific keywords and product codes on your website accompanied by a cell phone number so that the website visitor can send you a message about whatever product or service he/she is interested in. You can get the appropriate sales person to contact the client and close the sale the moment they are interested in your product. You can also continue to optimize your customer service by tweaking the keywords and your website according to the responses you get on different products and pages. But before all that happens let`s assume you have done the first 3 steps mentioned above. You will now need to setup the taglines on your Core Talk. This detailed guide will show you how. CREATING an SMS TAGLINE: In order to create a SMS Tagline on your website, you will need to first create a SMS Promotion on your CoreTalk. Now Open CoreTalk, on the Desktop Screen select SMS Text Marketing from the Shortcut Menu as illustrated below.

3 Once in SMS Promotions screen you will notice the defined SMS Promotion options available. Standard Keyword Contact Details Question and Answer Multiple Choice These options can be utilized as per requirement, by selecting each one of them you will be provided with an example TEXT on the screen, explaining the purpose that one can be used for, for an easy understanding. We will now provide you with a detailed explanation of the four SMS promotion options applicable to SMS enabling your web site. Let`s begin with setting up a Standard Keyword SMS Tagline. Standard Keyword Standard Keyword SMS Promotion is normally used for companies to promote current specials on their web site. An advert containing a keyword will be placed in strategic place on a web page. When the system receives an entry, it will capture the mobile number of the sender and automatically reply with a custom response, which is easily changed from time to time in the system according to the requirement. Respondents are then automatically added to the CoreTalk database and positioned as potential outstanding leads that need to be followed up on.

4 Step1: On the SMS Promotion Screen, select Standard Keyword and select Set Up this Promotion. Step2: Enter the Keyword for the SMS Tagline. Click Next to proceed to the next screen. Step3: Next task would be to setup an Automated SMS/TEXT reply. Left click on the empty white screen to bring up the Message Tool and type in the reply message with the relevant info.

5 On the Messaging Tool you may use the Template Fields provided by selecting the Add button. A menu with predefined info such as (Name, CellNumber, ) will be shown, you can select one and add it a strategic place on the reply message. In this case we have typed in,%cellnumber% Thank you for your query. Currently we have XJ3000 series bikes on Special for $ 500. You are welcome to visit us and see the bikes on offer. Once finished typing the Auto Reply message click Save, now you will see the complete message that will be displayed on users Mobile Phone, ensure that everything is correct, if not you may click on the empty window again and the Messaging tool will open. Select Next once you are happy with the content. Step4: On the next screen you can configure CoreTalk to allocate the received entries for this SMS promotion to a particular group. You may either select the group that exists in your database, or Create a New Group. Select Create a New Group and name it according to the requirement and Save the changes. The newly created group will be automatically displayed. Please note that you may ignore the group allocation if not required. Step5: Final step is to save the SMS promo that you have just created. Name it and select Save, and Finish to exit the SMS promo creation Tool. That`s it, you have created a Standard Keyword SMS promo. Next step would be to insert the SMS tagline information on a strategic place on your website. You will require your web admin/designer to create an image of the Tagline on your webpage.

6 Example of a SMS enabled webpage using a Standard Keyword SMS Tagline and website visitor sending an SMS with their query. Website visitor interested in the product, sends an SMS with word BIKE to Visitor receives an Auto reply SMS with current specials info. Contact Details SMS Promo Contact Details SMS Promotion is normally used for companies/organisations to collect possible client s information. An advert containing a keyword will be placed in strategic place on a web page. When the system receives an entry, it will capture the specified information of the sender and automatically reply with a custom response, which is easily changed from time to time in the system according to the requirement. Respondents are then automatically added to the CoreTalk database and positioned as potential outstanding leads that need to be followed up on. Step1: On the SMS Promotion Screen, select Contact Details and select Set Up this Promotion

7 Step2: Enter the Keyword for the SMS Tagline. Click Next to proceed to the next screen. Step3: Now setup the User Input (information that you would like to get from entries). From the drop down menu`s select the predefined information that you will require from the users to enter. You may setup maximum of four different type of information that Users will input. In this case we are requiring users Name, Surname and their address. e.g. SMS LIBRARY Joe Soap Please note when sending SMS only one space must be left between information and no other characters/symbols. Step4: Next task would be to setup an Automated SMS/TEXT reply. Left click on the empty white screen to bring up the Message Tool and type in the reply message with the relevant info.

8 On the Messaging Tool you may use the Template Fields provided by selecting the Add button. A menu with predefined info such as (Name, Cell Number, and ) will be shown, you can select one and add it a strategic place on the reply message. In this case we have typed in Dear %NAME% thank you for sending us your info. We will be informing you on new book arrivals soon. Once finished typing the Auto Reply message click Save, now you will see the complete message that will be displayed on users Mobile Phone, ensure that everything is correct, if not you may click on the empty window again and the Messaging tool will open. Select Next once you are happy with the content. Step5: On the next screen you can configure CoreTalk to allocate the received entries for this SMS promotion to a particular group. You may either select the group that exists in your database, or create a New Group. Select Create a New Group and name it according to the requirement and save the changes. The newly created group will be automatically displayed. Please note that you may ignore the group allocation if not required. Step5: Final step is to save the SMS promo that you have just created. Name it and select Save, and Finish exiting the SMS promo creation Tool. You have successfully created a Contact Details SMS promo. Next step would be to insert the SMS tagline information on a strategic place on your website. You will require your web admin/designer to create an image of the Tagline on your webpage.

9 Example of a SMS enabled webpage using a Contact Details SMS Tagline and website visitor sending an SMS with their query. Website visitor sends an SMS. LIBRARY Joe [email protected] to Visitor receives an Auto reply from the Library with relevant information. Question and Answers SMS Promo Question and Answers SMS Promotion is normally used for companies/agencies to promote their products competitive prices and offers. An advert can be placed in strategic place on a web page. When the system receives an entry, it will capture the mobile number of the sender and automatically reply with a custom response for correct answer and a custom response for incorrect answers. Respondents are then automatically added to the CoreTalk database and positioned as potential outstanding leads that need to be followed up on. Step1: On the SMS Promotion Screen, select Question and Answer, than select Set Up this Promotion

10 Step2: Enter the Keyword for the SMS Tagline. Click Next to proceed to the next screen. Step3: Now setup the User Input (information that you would like to get from entries). On the User Input screen you will be provided with two options to select: Question answer (where the answer is known) Question answer (where the answer is not known yet) the correct answer can be set in a later stage. In this case we know the answer and first option is selected. Once selected click on Add and type in the answer, select Add on the answer screen. The answer that you have just entered will be displayed on the screen. Select Next to proceed to the next screen. Step4: Next task would be to setup an Automated SMS/TEXT reply. Select one of the provided options. None Single customized reply for all entries Customized reply for right or wrong answers In this case we will select the 3 rd option available Customized reply for right or wrong answers. You will see two message fields one for the correct answer and one for the wrong answer. Click on the empty field for each of the options and type in the required information.

11 On the Messaging Tool you may use the Template Fields provided by selecting the Add button. A menu with predefined info such as (Name, CellNumber, and ) will be shown, you can select one and add it a strategic place on the reply message. In this case we have typed in: Correct Answer: %CELL NUMBER% your answer is correct! You have entered the draw to win a Tablet device. Thank you. Wrong Answer: %CELL NUMBER% unfortunately your answer is incorrect! Please try again later! Thank you Once finished typing the Auto Reply message click Save, now you will see the complete messages that will be displayed on users Mobile Phone depending on the answer. Ensure that everything is correct, if not you may click on the empty window again and the Messaging tool will open. Select Next once you are happy with the content. Step5: On the next screen you can configure CoreTalk to allocate the received entries for this SMS promotion to a particular group. You may either select the group that exists in your database, or create a New Group. Select Create a New Group and name it according to the requirement and save the changes. The newly created group will be automatically displayed. Please note that you may ignore the group allocation if not required.

12 Step6: Final step is to save the SMS promo that you have just created. Name it and select Save, and Finish exiting the SMS promo creation Tool. You have successfully created a Question and Answer SMS Promo. Next step would be to insert the SMS tagline information on a strategic place on your website. You will require your web admin/designer to create an image of the Tagline on your webpage. Example of a SMS enabled webpage using a Question and Answer SMS Tagline and website visitor sending an SMS with their query. Website visitor sends an SMS with answer MACAIR to Multiple Choice SMS Promo Visitor receives an Auto reply SMS with the defined correct/wrong answer info. Multiple Choice SMS Promotion is normally used for companies/organisations as a promotional tool on their web site to measure service quality, employee performances etc For example: Customers will Text the word SERVICE followed by good, average or bad to specified SMS number to rate the service received. When the system receives an entry, it will capture the mobile number of the sender and automatically reply with a predetermined TEXT message depending on the choice made by the customer. If the customer Text in bad, then the system would reply with an appropriate apology and the manager would be immediately informed to deal with the issue.

13 Respondents are then automatically added to the CoreTalk database and positioned as potential outstanding leads that need to be followed up on. Step1: On the SMS Promotion Screen, select Multiple Choice, than select Set Up this Promotion Step2: Enter the Keyword for the SMS Tagline. Click Next to proceed to the next screen. Step3: Now setup the User Input (information that you would like to get from entries).

14 On the User Input screen, select Add and under new option specify the optional keywords. Under Options: Insert the Name of the option (used on Coretalk to identify the particular option) What to SMS: Enter the actual keyword that people will SMS. In this instance we have inserted 3 options, Good, Bad and Average. You will notice that we have used the same Option name and what to SMS This will allow users to SMS the word SERVICE followed by one of the determined options, Good or Bad or Average to a specified SMS number. e.g.: SMS: SERVICE GOOD to Step4: Next task would be to setup an Automated SMS/TEXT reply. Select one of the provided options. None Single customized reply for all entries Customized reply for each vote option In this case we will select the 3 rd option available Customized reply for each vote option. Click on the empty field for each of the options and type in the required information On the Messaging Tool you may use the Template Fields provided by selecting the Add button. A menu with predefined info such as (Name, Cell Number, and ) will be shown, you can select one and add it a strategic place on the reply message. In this case we have typed in: Reply for Good: Thank you, we appreciate your trust to our Service and will try to keep it like that. Reply for Bad: Our apology for your bad experience with the service, our service Manager will contact you shortly to discuss the issue. Reply for Average: Thank you, we value your feedback and will try to improve our services. Once finished typing the Auto Reply message click Save, now you will see the complete messages that will be displayed on users Mobile Phone depending on the answer. Ensure that everything is correct, if not you may click on the empty window again and the Messaging tool will open. Select Next once you are happy with the content.

15 Step5: On the next screen you can configure CoreTalk to allocate the received entries for this SMS promotion to a particular group. You may either select the group that exists in your database, or create a New Group. Select Create a New Group and name it according to the requirement and save the changes. The newly created group will be automatically displayed. Please note that you may ignore the group allocation if not required. Step6: Final step is to save the SMS promo that you have just created. Name it and select Save, and Finish exiting the SMS promo creation Tool. You have successfully created a Multiple Choice SMS Promo. Next step would be to insert the SMS tagline information on a strategic place on your website. You will require your web admin/designer to create an image of the Tagline on your webpage. Website visitor sends an SMS followed by GOOD, BAR or AVERAGE to Visitor receives an Auto reply SMS according to the rating of the service.

16 MANAGING SMS ENTRIES ON CORETALK By now you should have created an SMS Promotion on CoreTalk and inserted the tagline on a strategic place on your webpage. As soon as the newly created tagline is on the webpage and visible to the visitors, you will should receiving entries from possible clients that are interested in a product special or rate your services etc. You will now have to manage those entries. In this part we will show you how to manage SMS entries in CoreTalk. 1. A potential client visits the Bike Shop`s web site. He/She immediately notices the tag line on the page and texts the provided keyword to the number on the tagline.. 2. The SMS entry is received in CoreTalk within seconds. As soon as the SMS has arrived in CoreTalk, a notification message will appear on the screen and it will indicate the same in the Outstanding Items.

17 3. CoreTalk automatically sends an Auto-Reply SMS to the sender with the relevant information and automatically forwards the entry notification to a third-party mobile phone e.g Sales person,manager 4. Now on CoreTalk, you can double click on the outstanding Item or select to View the incoming SMS on the notification window. 5. Complete history on communication with the sender will be displayed, however we yet don t have the sender`s details and we are unsure on which bike exactly he/she is interested in. So let`s find out and get one of the sales representatives to give them a call ASAP. 6. The next step would be to send an SMS to the sender containing an URL link that he/she can access from the mobile phone and fill in required information for the product they are interested in. The URL Link with the form that the client can fill in and send to CoreTalk is created in Coretalk Cellphone Reporting module. To find out how to create a Cellphone Report please click on

18 7. Now assuming you have created the Cellphone Report form, you may select the SMS send button from the Deal With A Contact Screen paste the link in the message screen and send to client. In this case we are sending a message with URL for client to fill in details and receive online quotation. 8. Within seconds the potential client will receive an SMS containing the link. They will select the link on their mobile phone and fill in the form. 9. The submitted form will be sent to CoreTalk. Notification for received form will be displayed on CoreTalk screen and on outstanding Items once the form has been received. Select View on the notification screen and its content will be displayed in the To Do Screen, as illustrated below.

19 10. Double click on the blue highlighted field and you will be redirected to the Deal with a contact screen The submitted report will be included in the complete communication history with the sender. 11. Now you can quickly view the content of the received form. Since we now know the contact details you may add them on your CoreTalk database by selecting the contact magnifying glass icon. To View the submitted form in detail double click on the message with description Report.

20 12. Now you can send a predefined quote by sending an SMS to client with quote content, or contact the client by Phone and give them a good deal and add all the conversation details on coretalk by using the Task/Note feature. You may also schedule an appointment with the client by selecting the calendar icon The complete process takes approximately 2-5 minutes from when the web site visitor texted the keyword to get all the customer information to possibly conclude the sale.

21 MANAGE AND EDIT EXISTING PROMOS Once you have created the SMS promo`s, you will have to manage them. CoreTalk allows you to manage and edit the existing Promo`s with variety of options available. In this part we will show you how to manage SMS promos so open the SMS Marketing Module from the main shortcut screen and select Manage as illustrated below. View and Change automated replies enables you to change the AutoReply message that is replied back to the sender. First select the SMS Promo that you would like to make changes to and select View and change automated replies.

22 Once the Auto reply (Quick Edit) window is opened you may add/edit your Auto Reply message. When changes are made select Save to save the changes. Manage Selected Promo enables you to set up Automatic SMS forwarding to a third parties, set promo`s limit or edit the existing promos content. Select one existing promo that you would like to apply changes to and click on Manage Selected promo.

23 Setup SMS Forwarding : By setting up an SMS forwarding, CoreTalk will forward each SMS entry to a preferred Mobile Number or send a daily summary of all the entries that have occurred for the day. e.g. When a new SMS entry is received with the keyword BIKE, Coretalk will automatically send a predefined SMS to notify the salesman on duty to contact the potential client and provide the necessary info and possibly conclude a sale. Step 1: Select Setup SMS Forwarding from the options available and select Add New on the next screen

24 Step2: Select a notification type: - Forward every entry : by selecting this option for each entry received, Coretalk will automatically forward a predefined SMS to a third party contact. - Daily Summary of entries: by selecting this option, a daily summary will be sent to a third party contact notifying them on the number of entries received for the day. In this case we will set to Forward every entry to a particular contact. Step3: Select the contact person that the automated SMS forwarding will be sent to. Please note that you may select multiple contacts to auto forward an notification for each entry received. Step4: Type in a notification message that will be sent to the selected contacts when a new entry is received. Select Finish when completed.

25 Set entry limit This option allows you to set a limit on how many times can each person enter. It is normally used when you are running promotions with associated award prizes. If the SMS tagline is set for promoting a product on continuous bases then you can set unlimited entries. If you set to limit the number of entries, CoreTalk provides you with an option to Send a custom notification message if the contact exceeds the limit of entries. Click Finish to finalize the setting of the entry limit. Edit Promo allows you to edit the existing promo`s settings and content. You may also setup a date frame from when to when the promo will be available. Manage Prizes CoreTalk also enables you to setup a Prize and to automatically draw a winner from the entries you have received. Step1: Select Manage Prizes from the Manage Promos options.

26 Step2: Now select Add or Edit Prizes, to start setting up the prizes. Step3: Once in Setup Prizes screen click on Add New to create the prize. Step4: Now select the option on how will the prize be allocated. You may select : - Random Draw - Prize awarded to every (number) of entries - Prize awarded to a specific entry number.

27 Step5: Once you have setup the allocation of prizes, proceed with setting up the number of prizes available. Next setup the Custom Notification Message that will be sent to the winner of the prize, once they have been selected by the Draw, and name the Prize according to the requirement.

28 By selecting Finish, you have created a Prize on the system. To finalize the process completely select Finish as per example below Once the Prizes have been created, on a specific date you may run the Draw which will select a winner from the web site entries.

29 So select Manage Prizes from the Main Promo options and select Draw Winners. You will now see all the entries for the particular SMS tagline, Select Draw Prizes and setup the number of Prizes to be allocated.

30 The Draw has automatically selected one of the entries. An automated Notification SMS will be sent to the sender to notify them of the prize won. Finally when the sender is ready to collect his prize won, on the main SMS Promotions Screen click on Manage and select Award prizes

31 Now you will be requested to enter the selected winners mobile number so CoreTalk can validate the prize againts the sender records. So enter the mobile number and click Check. If the selected winners details are correct, CoreTalk will display the prize allocated and from here you may select redeem to redeem the prize won.

32 Analyze Promotions: This option enables you to analyze the SMS Tagline entries, so you can see the number of entries for each SMS tagline you have inserted on your website. By selecting Analyze on the SMS Promo Main Screen, you will see the details of each existing promo (or SMS tagline), from how many entries have been received and for how many days have the promo been running.

33 Now selectthe particular Promo that you would like to Analyze and click on AnalyzeSelectedPromoton you will be provided with full detailed Promo Statistics and History. This will enable you to thoroughly Analyze each promo (sms tagline on your web site). By now you should fully understand how create an SMS tagline on CoreTalk, how to manage the entries, analyze and monitor them and setup Award Prizes for selected entries.