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Coretalk Whitepaper 2
Introduction




I   n part 1 of the three part Coretalk Whitepaper we mentioned
    what is Enterprise SMS, the general benefits of SMS and gave some
    statistics on SMS and its predominance in the Mobile industry.

This whitepaper will seek to educate readers on how SMS overcomes
typical business communication challenges and barriers, and help reach
business goals, along with examples of how businesses are using SMS
within their respective industry.
Challenges
Businesses Face Today


                        communicaTion



C       ommunication is key in any business environment, particularly
        where customers are concerned. In order to build valuable long
        lasting relationships with your customers, and ensure that they
keep buying from you then there has to be constant communication.

But here’s the problem…

How do you communicate, especially with a sizeable customer-base, in a
way that is:

Easy and ConvEniEnt
Cost-EffECtivE
immEdiatE
targEtEd
PErsonalizEd
intEraCtivE & Engaging (two-way)
Challenges
Businesses Face Today


                                    markeTing


I   n today’s competitive business environment, where almost everyone has
    an entrepreneurial spirit and it is easier than before to start a business, it is
    important to market and market effectively. This will enable your products
and services to get out there and potential customers can become more aware
of what it is you have to offer that is better than your competitors.

But here’s the problem…

How do you market your products and services in a way that:

- EffECtivEly drivEs nEw BusinEss (lEad gEnEration)

- Builds a dataBasE of PotEntial CustomErs to markEt
your ProduCts and sErviCEs to ExClusivEly

- traCks thE roi of your markEting Efforts to EnsurE
thEy arE worth it

- idEntifiEs whErE markEting Efforts arE
most EffECtivE and CaPitalizing on it
Challenges
Businesses Face Today


                                     sales


M
          arketing is the aspect of the business that will make customers aware of
          your product or service and be interested in knowing more. However,
          Sales will lead them to want that product or service and then spend mon-
          ey to obtain that product or service.

With Sales becoming far more complex than it was 50 years ago, it has become more
qualitative (feeling) than it is quantitative (numbers). Customers no longer buy from
who has the best product, but buy from who they have a better business-to-prospect
relationship with i.e. communication.

But here’s the problem…

How do you execute your Sales process in a way that:

- EffECtivEly managE salEs lEads as thEy ComE in

- EnsurEs your salEs tEam is kEEPing thE CommuniCation
going until CustomErs Buy

- EnsurEs you arE thE go-to BusinEss whEn
CustomErs dECidE to Buy

- Builds CrEdiBility and trust with your PotEntial
CustomErs to favour you ovEr thE ComPEtition
Challenges
Businesses Face Today


                        cusTomer service


N         ow that you have gotten your customers and they are spending money with
          you, it’s time to keep them happy, satisfied, and continue buying from you
          and not your competitors.

With customer service and relationship building it is not the big things that will mean
a lot to your customers, sure they will love the big things, but they will appreciate the
little ones even more, like contacting them just to wish them Happy Birthday on their
special day

But here’s the problem…

How do you build and maintain meaningful customer relationship:

- that is PErsonal and allows your CustomErs to
fEEl ConnECtEd to you

- if your CustomEr BasE is sizEaBlE and EaCh
CustomEr nEEds individual attEntion

- dECrEasEs CustomEr turnovEr and inCrEasEs
CustomEr rEtEntion
How Enterprise SMS
                       Helps overcome THese cHallenges




T   ry not to see SMS simply as text messaging from one mobile phone to the next,
    or see it as sending out mass messages to all your customers at once, try to see
    beyond that. SMS is vastly used in many aspects of business today as it has been
found to be a reliable and effective communication medium.

If communication is not two-way, i.e. if your customers cannot respond to messages
sent by you then it is not communication, it is SPAMMING. This is why it is important to
have a two-way communication tool, such as Coretalk, for optimal SMS communication
and not just using Bulk SMS services which are mostly one-way.
How Enterprise SMS
                                            Helps overcome
                                   communicaTion cHallenges

SMS allows for easy and convenient communication by enabling businesses to
communicate on a mass level with the simple push of a button. What may
typically take hours to do using other mediums of communication can take
literally seconds using SMS.

SMS provides the most cost-effective communication by providing an avenue to
have interactive conversations affordably. The cost using Direct Mail, telephone,
and newsletters is so high it is only reserved for VIP customers

SMS provides immediate communication because messages are sent quickly
through telecommunication networks without delay. This is particularly useful
if businesses need to get information out fast, or have customers text in
information urgently

SMS provides targeted messaging which is important for relevance to customers.
It does this by providing convenient ways for customers to opt-in or text in,
which segments customers based on demography, location, or interest.

SMS provides personalized messaging; why is this important? It creates a more
favourable response for your business by better connecting with customers.
Think of it as Mail Merge within Microsoft Word, except it is personalized
text message

Finally SMS provides interactive communication. Customers today like to have
conversations with companies they buy from, instead of being told to buy.
SMS provides a high level of connection with customers. As the sales saying
goes “people buy from people.”
How Enterprise SMS
                                                      Helps overcome
                                                 markeTing cHallenges


SMS provides the most effective way of driving new business
by using keywords within Ads (promo codes). With keywords
customers can easily and conveniently show their interest in
a product or service through texting which is more effective
than sending general mass messages.

SMS Marketing is a great way for building a database of contacts.
One way of doing this is hosting competitions and sweepstakes
using keywords; customers text in to win, and their text is
recorded in a database as an entry with their contact details.

SMS Marketing also provides the means to track the ROI of
marketing efforts. If a new promotion or product is launched,
keyword placed in Ads to promote, and customers text in,
businesses can use how many customers text in to track
potential customer amounts and how many of those potentials
became paying customers

In previous years it was difficult for businesses to know if customers
were becoming aware about their business from TV, radio,
newsprints or billboards. SMS has easily solved this difficulty.
Using keywords such as ‘TVProductX’, ‘RadioProductX’ etc.
businesses can know exactly which mediums customers are
paying attention to, and allocating marketing spend there
How Enterprise SMS
                                                        Helps overcome
                                                       sales cHallenges


Some SMS software such as Coretalk has systems in place that will allow businesses to
store not only contact information but other needed details such as type of lead, level
of interest etc. to effectively segment, manage and follow through with potential
customers

SMS allows not only business-to-customer communication but also manager-to-staff. This
ensures that a Sales Manager can send text message alerts and reminders to sales reps
when they need to reconnect with a prospect and keep the communication going

SMS is great for Lead Nurturing programs, which are used to ‘look after’ your potential
customer until they are ready to buy. This is because while your prospects weigh the
option of buying from you or your competition, SMS can be used to send tips and
advice that could help with their buying decision or direct to content on your website,
positioning your business as the expert

This goes back to the previous point of sending advice and tips using SMS. Instead of
coming off as selling, use text messaging to help your prospect answer questions that
helps them with a need or challenge, thereby building greater trust and credibility than
your competitors
How Enterprise SMS
                                           Helps overcome
                               cusTomer service cHallenges


SMS provides a connection to businesses. Though a telephone call is more
personalized than a text message, it is difficult and costly to keep in contact
with all your customers; SMS gives your customers a great feeling of connection
through personalized messaging without the cost of a pricey telephone bill

With keywords and automated text responses, customers can text in and a
customized response generated back to their mobile phones. This greatly benefits
businesses as customers now feel prioritized and therefore will more likely
repeat business

A mobile number is a precious asset to a customer much like a car or house. If a
customer willingly gives their number it is because they want to hear from you.
SMS provides unique opportunities to decrease customer retention through
frequent communication. One such way Coretalk does this is through our
Automated Birthday feature

Not only does SMS help to overcome these business challenges, but SMS also helps
to drastically reduce costs directly through reducing the cost of communication
and indirectly by getting more done is less time with ease and convenience
which increases bottom line (profits). As the saying goes Time is Money, the
more time is spent handling issues such as customer queries the more time it
takes from you that you could be using more wisely, like making money.
Enterprise SMS
                                                    WiTHin Businesses




F     inally, to give a better understanding of how SMS is being used within different
      industries to their benefit we have compiled a list of different businesses and
      their use of SMS to improve their businesses.




Banking & finanCE industry                    automotivE industry

- Customers can check account                 - Send out notifications of new parts
information                                   - Customers can request part availability
- Send out new interest rates                 - Notify suppliers of low stock
- Prevention of credit and
debit card fraud                              rEal EstatE agEnCiEs

insuranCE industry                            - Give details on a house for rent or sale
                                              - Request additional info to complete sale
- Renewal reminder dates of policies          - Set walk-through demo reminders
- Send claim reminders
- Immediately report a car accident           rEtailErs

mEdiCal industry                              - Notify customers of specials and
                                              discounts on products
- Remind patients of appointments             - Send coupons to VIP customers
- Confirm patient appointments                - Send restock notifications to suppliers
ahead of time
- Send tips on healthy living
Enterprise SMS
                                                    WiTHin Businesses



sChools                                       sPas & salons

- Keep in constant communication              - Notify VIP customers of special Spa
with parents                                  treatments and offers
- Notify parents of important school events   - Appointment reminders to customers
such as PTA meetings                          - Confirmation of appointments
- Inform parents of child’s progress
 in school                                    CouriErs

CrEdit unions                                 - Notify customers of package arrivals
                                              - Notify customers of delivery date
- Send overdue payment reminders              and time
- Register new memberships                    - Inform customers of the cost of
- Request additional info for loans           sending a particular package

hotEls                                        rEstaurants

- Confirm bookings with convenience           -Allow customer to book dining
- Inform guests of hotel functions and        appointments
 activities                                   -Send out special coupons to customers
- Gain guest feedback on the service          -Customers can place takeout orders
provided


These are just some of the ways industries and businesses use SMS to improve their
business. Whatever the communication need, SMS can definitely satisfy.

In the final part of the Coretalk Whitepaper we take a look on Coretalk and how it
can be used to not only benefit your business, but improve it.
Coretalk is the world’s leading and most advanced
 self-managed Customer Relationship Management SMS
  (CRM-SMS) solution for businesses, providing effective,
efficient and affordably communication, making business
             lives easier and budgets smaller.


               visit us:
        www.coretalkgroup.com




                    Prepared by:
             Winston A. Henderson,
    Marketing & Sales Executive, Coretalk Caribbean

                    Designed by:
                   Warren Buckle




             ©2011 Coretalk Caribbean Limited

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Coretalk Whitepaper 2

  • 2. Introduction I n part 1 of the three part Coretalk Whitepaper we mentioned what is Enterprise SMS, the general benefits of SMS and gave some statistics on SMS and its predominance in the Mobile industry. This whitepaper will seek to educate readers on how SMS overcomes typical business communication challenges and barriers, and help reach business goals, along with examples of how businesses are using SMS within their respective industry.
  • 3. Challenges Businesses Face Today communicaTion C ommunication is key in any business environment, particularly where customers are concerned. In order to build valuable long lasting relationships with your customers, and ensure that they keep buying from you then there has to be constant communication. But here’s the problem… How do you communicate, especially with a sizeable customer-base, in a way that is: Easy and ConvEniEnt Cost-EffECtivE immEdiatE targEtEd PErsonalizEd intEraCtivE & Engaging (two-way)
  • 4. Challenges Businesses Face Today markeTing I n today’s competitive business environment, where almost everyone has an entrepreneurial spirit and it is easier than before to start a business, it is important to market and market effectively. This will enable your products and services to get out there and potential customers can become more aware of what it is you have to offer that is better than your competitors. But here’s the problem… How do you market your products and services in a way that: - EffECtivEly drivEs nEw BusinEss (lEad gEnEration) - Builds a dataBasE of PotEntial CustomErs to markEt your ProduCts and sErviCEs to ExClusivEly - traCks thE roi of your markEting Efforts to EnsurE thEy arE worth it - idEntifiEs whErE markEting Efforts arE most EffECtivE and CaPitalizing on it
  • 5. Challenges Businesses Face Today sales M arketing is the aspect of the business that will make customers aware of your product or service and be interested in knowing more. However, Sales will lead them to want that product or service and then spend mon- ey to obtain that product or service. With Sales becoming far more complex than it was 50 years ago, it has become more qualitative (feeling) than it is quantitative (numbers). Customers no longer buy from who has the best product, but buy from who they have a better business-to-prospect relationship with i.e. communication. But here’s the problem… How do you execute your Sales process in a way that: - EffECtivEly managE salEs lEads as thEy ComE in - EnsurEs your salEs tEam is kEEPing thE CommuniCation going until CustomErs Buy - EnsurEs you arE thE go-to BusinEss whEn CustomErs dECidE to Buy - Builds CrEdiBility and trust with your PotEntial CustomErs to favour you ovEr thE ComPEtition
  • 6. Challenges Businesses Face Today cusTomer service N ow that you have gotten your customers and they are spending money with you, it’s time to keep them happy, satisfied, and continue buying from you and not your competitors. With customer service and relationship building it is not the big things that will mean a lot to your customers, sure they will love the big things, but they will appreciate the little ones even more, like contacting them just to wish them Happy Birthday on their special day But here’s the problem… How do you build and maintain meaningful customer relationship: - that is PErsonal and allows your CustomErs to fEEl ConnECtEd to you - if your CustomEr BasE is sizEaBlE and EaCh CustomEr nEEds individual attEntion - dECrEasEs CustomEr turnovEr and inCrEasEs CustomEr rEtEntion
  • 7. How Enterprise SMS Helps overcome THese cHallenges T ry not to see SMS simply as text messaging from one mobile phone to the next, or see it as sending out mass messages to all your customers at once, try to see beyond that. SMS is vastly used in many aspects of business today as it has been found to be a reliable and effective communication medium. If communication is not two-way, i.e. if your customers cannot respond to messages sent by you then it is not communication, it is SPAMMING. This is why it is important to have a two-way communication tool, such as Coretalk, for optimal SMS communication and not just using Bulk SMS services which are mostly one-way.
  • 8. How Enterprise SMS Helps overcome communicaTion cHallenges SMS allows for easy and convenient communication by enabling businesses to communicate on a mass level with the simple push of a button. What may typically take hours to do using other mediums of communication can take literally seconds using SMS. SMS provides the most cost-effective communication by providing an avenue to have interactive conversations affordably. The cost using Direct Mail, telephone, and newsletters is so high it is only reserved for VIP customers SMS provides immediate communication because messages are sent quickly through telecommunication networks without delay. This is particularly useful if businesses need to get information out fast, or have customers text in information urgently SMS provides targeted messaging which is important for relevance to customers. It does this by providing convenient ways for customers to opt-in or text in, which segments customers based on demography, location, or interest. SMS provides personalized messaging; why is this important? It creates a more favourable response for your business by better connecting with customers. Think of it as Mail Merge within Microsoft Word, except it is personalized text message Finally SMS provides interactive communication. Customers today like to have conversations with companies they buy from, instead of being told to buy. SMS provides a high level of connection with customers. As the sales saying goes “people buy from people.”
  • 9. How Enterprise SMS Helps overcome markeTing cHallenges SMS provides the most effective way of driving new business by using keywords within Ads (promo codes). With keywords customers can easily and conveniently show their interest in a product or service through texting which is more effective than sending general mass messages. SMS Marketing is a great way for building a database of contacts. One way of doing this is hosting competitions and sweepstakes using keywords; customers text in to win, and their text is recorded in a database as an entry with their contact details. SMS Marketing also provides the means to track the ROI of marketing efforts. If a new promotion or product is launched, keyword placed in Ads to promote, and customers text in, businesses can use how many customers text in to track potential customer amounts and how many of those potentials became paying customers In previous years it was difficult for businesses to know if customers were becoming aware about their business from TV, radio, newsprints or billboards. SMS has easily solved this difficulty. Using keywords such as ‘TVProductX’, ‘RadioProductX’ etc. businesses can know exactly which mediums customers are paying attention to, and allocating marketing spend there
  • 10. How Enterprise SMS Helps overcome sales cHallenges Some SMS software such as Coretalk has systems in place that will allow businesses to store not only contact information but other needed details such as type of lead, level of interest etc. to effectively segment, manage and follow through with potential customers SMS allows not only business-to-customer communication but also manager-to-staff. This ensures that a Sales Manager can send text message alerts and reminders to sales reps when they need to reconnect with a prospect and keep the communication going SMS is great for Lead Nurturing programs, which are used to ‘look after’ your potential customer until they are ready to buy. This is because while your prospects weigh the option of buying from you or your competition, SMS can be used to send tips and advice that could help with their buying decision or direct to content on your website, positioning your business as the expert This goes back to the previous point of sending advice and tips using SMS. Instead of coming off as selling, use text messaging to help your prospect answer questions that helps them with a need or challenge, thereby building greater trust and credibility than your competitors
  • 11. How Enterprise SMS Helps overcome cusTomer service cHallenges SMS provides a connection to businesses. Though a telephone call is more personalized than a text message, it is difficult and costly to keep in contact with all your customers; SMS gives your customers a great feeling of connection through personalized messaging without the cost of a pricey telephone bill With keywords and automated text responses, customers can text in and a customized response generated back to their mobile phones. This greatly benefits businesses as customers now feel prioritized and therefore will more likely repeat business A mobile number is a precious asset to a customer much like a car or house. If a customer willingly gives their number it is because they want to hear from you. SMS provides unique opportunities to decrease customer retention through frequent communication. One such way Coretalk does this is through our Automated Birthday feature Not only does SMS help to overcome these business challenges, but SMS also helps to drastically reduce costs directly through reducing the cost of communication and indirectly by getting more done is less time with ease and convenience which increases bottom line (profits). As the saying goes Time is Money, the more time is spent handling issues such as customer queries the more time it takes from you that you could be using more wisely, like making money.
  • 12. Enterprise SMS WiTHin Businesses F inally, to give a better understanding of how SMS is being used within different industries to their benefit we have compiled a list of different businesses and their use of SMS to improve their businesses. Banking & finanCE industry automotivE industry - Customers can check account - Send out notifications of new parts information - Customers can request part availability - Send out new interest rates - Notify suppliers of low stock - Prevention of credit and debit card fraud rEal EstatE agEnCiEs insuranCE industry - Give details on a house for rent or sale - Request additional info to complete sale - Renewal reminder dates of policies - Set walk-through demo reminders - Send claim reminders - Immediately report a car accident rEtailErs mEdiCal industry - Notify customers of specials and discounts on products - Remind patients of appointments - Send coupons to VIP customers - Confirm patient appointments - Send restock notifications to suppliers ahead of time - Send tips on healthy living
  • 13. Enterprise SMS WiTHin Businesses sChools sPas & salons - Keep in constant communication - Notify VIP customers of special Spa with parents treatments and offers - Notify parents of important school events - Appointment reminders to customers such as PTA meetings - Confirmation of appointments - Inform parents of child’s progress in school CouriErs CrEdit unions - Notify customers of package arrivals - Notify customers of delivery date - Send overdue payment reminders and time - Register new memberships - Inform customers of the cost of - Request additional info for loans sending a particular package hotEls rEstaurants - Confirm bookings with convenience -Allow customer to book dining - Inform guests of hotel functions and appointments activities -Send out special coupons to customers - Gain guest feedback on the service -Customers can place takeout orders provided These are just some of the ways industries and businesses use SMS to improve their business. Whatever the communication need, SMS can definitely satisfy. In the final part of the Coretalk Whitepaper we take a look on Coretalk and how it can be used to not only benefit your business, but improve it.
  • 14. Coretalk is the world’s leading and most advanced self-managed Customer Relationship Management SMS (CRM-SMS) solution for businesses, providing effective, efficient and affordably communication, making business lives easier and budgets smaller. visit us: www.coretalkgroup.com Prepared by: Winston A. Henderson, Marketing & Sales Executive, Coretalk Caribbean Designed by: Warren Buckle ©2011 Coretalk Caribbean Limited