Recall the last time you accessed a text message. Likely, it was mere seconds—if not minutes—after it was received. That’s the impact of SMS. In a setting where phone calls are laden with rejections, and email inboxes suffocate under the weight of messages, reaching out to people via text stands as the most effective method of contact. 

To add to that, with Salesforce’s intelligence and automation, text messaging is not just yet another channel of communication—it’s a strategy. Salesforce SMS app does much more than just helping businesses deliver SMS messages; it helps them gain quicker responses and nurture deeper relationships with customers. Whether you are a marketer chasing more clicks, or a CEO looking for an innovative engagement channel, SMS for Salesforce is the solution that will change your business. 

What is Salesforce SMS Messaging?

At its core, Salesforce SMS messaging refers to the ability to send and receive text messages directly from Salesforce CRM. It does not let users juggle between their phones, emails, and Salesforce. Rather, it integrates SMS communication into the system where your customer information is already stored.   

As a result, your staff can monitor responses, craft unique messages, and schedule follow-ups—all within Salesforce. Additionally, every client conversation can be recorded automatically, which means you get a holistic insight into customer activities. 

How it Works

Upon integrating seamlessly with the CRM, Salesforce SMS apps allow users to:

• Track message history tied to each customer record.
• Send one-to-one or bulk SMS messages from within Salesforce.
• Trigger automated texts through Process Builder, Flows, and workflows.

Native vs. Third-Party Salesforce SMS Solutions

While native apps for Salesforce like Salesforce Digital Engagement provide in-built SMS capabilities for businesses already using Marketing Cloud and Service Cloud, Third-party SMS apps which are available on AppExchange like GirikSMS offer such extended features like global carrier support, advanced automation and two-way conversations that may not be natively available.

Why SMS for Salesforce Matters Alot in 2025

Despite the current usage of chat apps, emails, and social media, SMS continues to dominate as one of the most effective customers communication channels. And the best part, it’s not slowing down. Why? Here are the significant reasons:

• Unmatched Open Rates

As per the studies, it is claimed that SMS messages have an open rate of over 90%, while emails average around 20%. What’s more, most of the texts are read within the 3 minutes of being delivered. This comparison makes SMS a winner for speed and attention.

• Constantly Shifting Buyer Trends

Looking ahead to 2025, businesses focus is on the mobile users of today. These users require information, be it of any nature, in the least complex fashion, presented to them at the earliest and free from the claustrophobia of an overflowing inbox. That's what the text messaging stands out, providing that immediacy to receivers no matter if it’s about a promotional offer, an order update, or a support notification.

• Part of an Omnichannel Strategy

Businesses, with heavy reliance on emails and calls risk missing opportunities to engage customers where they’re most responsive. However, with SMS weaving into Salesforce alongside email, chat, and phone, companies become more capable of creating a truly omnichannel experience. This not just builds trust and enhances engagement but also lets customers choose their preferred means of communication.

Significant Use Cases of Salesforce SMS Messaging

Now, let's talk about how SMS for Salesforce helps businesses improve the outcomes across the entire business with these impactful use cases.

• Sales

SMS makes it more seamless and easier for the sales team to follow up with leads, nurture prospects, and send appointment reminders without any kind of delays caused by missed calls and emails. Moreover, it ensures that reps get full visibility into customer interactions with every message logged in Salesforce. Thus, ensuring close deals faster with a more personal touch.

• Customer Service

Support teams, with the use of SMS, can keep customers informed in real-time no matter if it’s about delivering alerts, quick troubleshooting messages, and case status updates. On top of that, it ensures that customers feel heard and supported without long wait times, letting them reply directly while speeding up issue resolution.

• Operations

Not just for customer-facing teams but Salesforce SMS app is a valuable tool for internal communication too. How? The team has the ability to send operational tasks such as urgent updates and confirmations with ease. Furthermore, appointment booking confirmations and payment receipt automation help to ease the procedures and keep both staff and customers well informed.

Compliance & Best Practices for Salesforce SMS App

It's time to put our focus on the best practices that help us reach customer while maintaining trust and avoiding legal pitfalls:

✅ Opt-in and Opt-out Requirements

Before getting any SMS, customers must explicitly agree to receive—this is how the foundation of SMS compliance works. No matter if it is through a keyword-based subscription, a signup form, or during checkout, businesses must seek clear consent from their customers. That’s where the opt-in and opt-out option comes, using which customers can subscribe and unsubscribe from getting the texts at any time. The best part? Salesforce SMS app like GirikSMS automates this process to ensure compliance with regulations like TCPA, GDPR, and local telecom laws.

✅ Data Security Considerations

Protecting customer data is important for every business. That’s where they should make a secure SMS strategy, ensuring that trust is maintained while protecting sensitive information from breaches and misuse. Fortunately, this is also ensured by Salesforce that provides benefits like:

• Role-based access control for authorized team members only to ensure data isn’t exposed to the wrong hands
• Vetted third-party SMS apps for security certifications and compliance for businesses to integrate them without compromising data quality
• Encrypted data storage & transmission to reduce the risk of unauthorized access and interception

✅ Avoiding Spammy Practices

Too many messages, irrelevant offers, or messages at inappropriate times add to customer irritation. Conciseness, value, and personalization of messages help to counteract it. Salesforce helps businesses to overcome these challenges. Rather than issuing generic, scattergun messages, businesses can make use of automation and segmentation with Salesforce. It eliminates message fatigue, makes texts relevant and timely, and as per customer expectations by ensuring that messages are relevant, aligned with customer expectations, and delivered at the right time and to the right audience.

To Sum it Up!

Even though it is the oldest digital channel, Salesforce SMS app is emerging and transforming into a modern-day engagement powerhouse. It works seamlessly and effectively at every interaction point to enrich customer help, optimize processes, and enhance sales follow-ups. 

To bring differences in the cluttered digital space of 2025, SMS for Salesforce needs to be integrated. So, the concern for businesses is no longer “Do we need SMS?” but “How soon can we include SMS in our Salesforce plan?”