People crave connection in business. Eighty percent of consumers report that the experience a company provides is just as necessary as its products or services and 90% of consumers want to communicate with businesses via text messaging. Social distancing measures due to COVID-19 highlights this consumer need even more.
A positive client experience entails:
For financial service professionals, building relationships by curating positive client experiences is at the core of their success. Asset managers, wealth advisors, financial planners, and mortgage lenders are continuously communicating with their clients to keep business moving forward. Hence, they need to have an overview of and insight into all client communications: they need to know who said what last.
Research shows that the majority of clients consider the need to explain or relay information to more than one team member as a sign of poor customer service. The expectation amongst clients is that the person they're speaking to at the financial institution will have access to relevant historical client records and conversations. Match My Email (MME), and Mogli (an SMS & WhatsApp™ text messaging application) help these professionals automatically track conversations in Salesforce.
MME is a cloud-based app that sits in between your email and your Salesforce org. AI enables MME to automatically capture and store emails into their relevant records in Salesforce. The app eliminates duplicate emails in Salesforce, creates email meta-data that tracks email activity by customer or user, and matches unique attributes like names, words, or numbers within an email's content to Salesforce records.
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MME operates seamlessly with Salesforce's Financial Cloud. Excuses like "I wasn't CC'd on the email, so I don't know what was said to the client," are no longer valid excuses. When your team's emails are always available in Salesforce, you'll be able to pick up exactly where the conversation left off. Wealth advisors, asset managers, and other financial services professionals rely on MME to capture emails in Salesforce for cohesive communications.
Similarly, Mogli's Conversation View allows unlimited Salesforce users to text clients, coded by color and avatar. Regardless if these text-based conversations happen via one-on-one conversations, bulk messaging, surveys, reminders, or text-to-pay, they're all stored within the Contact Record for easy reporting. Additionally, Mogli supports all Custom and Standard Salesforce Objects, including Person Accounts. So, regardless of your Salesforce org customizations, Mogli supports your communication workflow.
It's important to note that clients can manage their preferences between communication channels. They can opt-in or opt-out of text or emails at any time.
If you use Gmail, you probably have seen this prompt: "Sent X days ago. Follow up?" One of G-Suite's more recent features, the reminder to follow up, can save emails from slipping through the cracks. Now, using Salesforce's Process Builder, MME, and Mogli, finance professionals can recreate this function in Salesforce. When emails go days without a response, a task to text message follow up can be created in Salesforce. If a client's not responding to their emails, move the conversation to mobile. With automatic email and SMS capture, advisors have the assurance that business conversations with their clients are logged in Salesforce effortlessly.
Building strong relationships means increasing the assets under your management: McKinsey & Company found that customers base "70% of buying experiences on how they feel they are being treated." Once you have those clients, continue to expand upon that relationship because attracting new clients is about six times as expensive as retaining happy clients.