![]() Just like there are rules about how you can conduct calls to cell phones that come with some pretty steep fines, TCPA (Telephone Consumer Protection Act) governs text messages, too. This is because brand-to-customer SMS messaging is protected by the same regulations as calls to cell phones. Obtaining consent for the initial touchpoint is critical, but it’s an ongoing affirmation. To do so, you need to ask their permission. To build your SMS messaging database, you first need consent to engage with a customer. You have to build an opt-in list that tracks obtained consent by the customer. You can’t just buy a list of numbers and start texting. Giving subscribers a simple way to opt-out isn’t just a best practice it’s required by law.Ĭompliance is essentially constantly confirming and re-confirming you as a business are engaging with customers on their terms. To prevent your message from getting clipped, keep it under 160 characters. That being said about tone, the length of your business SMS does matter. Keeping your language aligned with what customers are used to will contribute to a stronger brand. Just because SMS marketing messages are short in length doesn’t mean it’s time to ditch your usual tone and style guidelines. We’ll send product recs we’ve selected just for you about once a week.” This might look something like this: “Thanks! You’re subscribed to SMS messages from Smith & Co. Include your brand name so customers have a record of who they’re texting with and spell out exactly what they should expect as your SMS subscriber. To create a meaningful hello, follow these tips: In highly-regulated industries like financial services, for instance, these messages can also bolster data security posture and give your customers an added sense of protection. A simple “Welcome” message can translate into some serious NPS points. This touch goes a long way for customer service. You have to make sure you’re saying something interesting and impactful because customers actually want to talk back to you on this channel. Two-way SMS is almost like creating a conversation with a stranger. These SMS basics will help you get up to speed and scale as your digital engagement grows. The potential value add of conversational messaging for your organization.To help you turn a one-way message blast into a true engagement, in this article, we lay out three core aspects of successful two-way SMS adoption: That amounts to a huge missed opportunity. Here is the most astonishing thing to consider: According to LiveVox survey data, 60% of the one-way SMS messages you’re sending are getting responses that go unanswered. This means you could be leaving some serious relationship-building opportunities (not to mention cash) on the table. What they don’t realize is that many of those messages are getting responses. Many brands still simply use texting as a means to send messages in real-time to large groups of customers simultaneously. It used to be that outbound SMS-alert functionality alone was enough to hit the messaging mark. 75% of people wouldn’t mind receiving an SMS text message from a brand (after opt-in) (Digital Marketing Magazine).It takes the average person 90 seconds to respond to a text message ((GSMA).SMS open rates beat email nearly 5x over: 90% vs 20% – Open rate of SMS compared to email open rates (VoiceSage).And it’s no surprise as SMS engagement and costs outperform the more traditional phone and email. SMS is one of the fastest-growing channels for business communication. ![]()
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