For retailers that have opted into Salesfloor's Text Messaging feature, when a customer submits a service request from the Connect Widget, Storefront or Footer, they also have the option to correspond with their associate using SMS text messaging. Our solution allows associates to recommend products, add photos and attach assets without the need for messaging apps or cellular plans.
Once a customer submits a text message request, they will receive a confirmation via text message to the number they provided. Received requests can be found by associates within the Salesfloor app, based on how the customer submitted their request:
- All requests submitted from the Connect Widget can be found within the New Leads folder (for a team-mode retailer, requests are sent directly to the Customer Requests folder).
- Requests submitted from an Associate's Storefront or Footer are found directly in their Customer Requests folder.
How does it work?
Only Corporate Administrators can activate SMS Text Messaging for user accounts on the User Management page of the Backoffice.
When SMS Text Messaging is turned on, Salesfloor immediately assigns a new relay phone number to the user's account.
When assigning a relay phone number, the system will evaluate data about the user’s associated store location to determine a suitable area code and ‘local’ number.
In order to activate larger user groups (e.g. Stores), the retailer can provide their Salesfloor account manager with a list of stores, or associates for batch activation.
Once activated, users are able to see their Salesfloor relay number within the settings of their mobile app, under "My Details".
If a customer tries to call the relay a number, they will be greeted with a recording indicating that the number is a text-only line.
- Important: De-activating a user's SMS access in the Backoffice will result in the permanent loss of the initial relay number for the user, as well as the text message history for that relay number.
For retailers with Salesfloor's Text Messaging feature enabled, the Email/Text Correspondence Preference KPI will be added to the KPIs section of all users' reporting in both the Backoffice and Mobile app.
The Email/Text Correspondence Preference KPI indicates the proportion of all requests which are submitted as Text Message requests during the specified time period.
See also: KPI Glossary
The existing Request Reply Time KPI is also updated to consider the elapsed time before the associate sends the first text message to the customer’s phone number following the submission of the service request.
In order to activate the text messaging feature for your retailer, please contact your account manager.