Business at the Speed of Text

Take a few minutes to watch how Solutions by Text can provide you with a compliant solution to enhance the customer experience and increase your bottom line through the power of texting.

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Two-Way Texting Changes the Game

Put real-time text responses in your customers’ pockets and real-time access at your staff’s fingertips.

Find Out More

Two-Way Texting Changes the Game

Put real-time text responses in your customers’ pockets and real-time access at your staff’s fingertips.

Find Out More

Business at the Speed of Text

Take a few minutes to watch how Solutions by Text can provide you with a compliant solution to enhance the customer experience and increase your bottom line through the power of texting.

Watch Videos

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Two-Way Texting Changes the Game

Put real-time text responses in your customers’ pockets and real-time access at your staff’s fingertips.

Find Out More

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We are constantly working with our clients to push the boundaries and find new ways to leverage SMS for business.

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How to start a customer’s SMS journey.

The first message that a text subscriber receives from a business must be the subscription confirmation that meets CTIA guidelines. In Part 1 of this series, we learned why compliance is the beginning of successful SMS campaigns. Now let’s explore creating a compliant text message that builds trust and meets goals. Learn how to draft your first opt-in message in five easy steps.

First, here’s a refresher, below are the CTIA’s four guiding principles for SMS marketing:

  1. Clear Calls-To-Action: When asking consumers to opt-in to your messaging, they must know what they are signing up to receive in clear language. Let them know if they are signing up for deals and promotions, news and updates, account alerts, etc.
  2. Applicable Consent Mechanism: Consumer consent requirements must be met, and recipients must control the messages they receive.
  3. Send Opt-In Confirmation Messages: This is an opportunity to remind consumers who you are and show the value of being a part of your SMS channel.
  4. Acknowledge and honor opt-out requests: When a recipient opts out of your communication, send a message confirming their removal from your list.

5 Opt-In Message Must Haves

  1. Company Name – Send the confirmation text messages quickly after opt-in. Even though a subscriber will be expecting that initial message, take time to introduce your brand. Now is not the time to go into your company’s mission, but give a quick reminder of who is behind the short code or 10DLC messaging then.
  2. Frequency – Tell subscribers the type of content and how often you plan on sending text messages. That could be once a week, four times a month, every other week, and so on.
  3. Value – An SMS relationship benefits the consumer and your business. Giving the subscribers an incentive for opting in will affirm the beneficial nature of the SMS channel. Provide a discount code, promotional offer, or exclusive products only available for SMS subscribers.
  4. Disclaimers & Policies – Subscribers must be aware that message and data rates apply. It’s also beneficial to provide the businesses’ Terms & Conditions, Privacy, and Text Message Policies. Working within the character limits, include a SmartURL™ that links to a section on your website that hosts policies, disclaimers, and a guide to communicating with SMS.
  5. Opt-out Policy – SMS’s strength lies in the customer’s ability to control message opt-ins and opt-outs. This feature has made SMS a nearly spam-free communication channel. To keep the integrity of the text message channel, give subscribers instructions on how to opt out of messages. The consumer and business text message relationship is fluid. Sometimes, a consumer needs to step away for a while, but that doesn’t mean they won’t be back.

What This Looks Like 

Welcome to {Campaign/Company Name} {Description} Alerts! Enjoy 20% off your first purchase {Coupon Code). Msg&data rates may apply. {Message frequency} {SmartURL Policies}Reply HELP for help, STOP to cancel.

Other Tips

Personalize – Kick this new relationship off on the right foot by personalizing the opt-in messaging. Even with space limited, simply adding the subscriber’s name to that first message will set the tone for future messaging. 75% of consumers are more likely to purchase from a business that recognizes them by name or uses their purchase history to personalize their experience through recommendations and content.

Keep It Simple – While it’s tempting to leave a lasting impression with a clever message right out of the gate, the character limit for text messages doesn’t leave much room for it. It’s more important to get the required information and personalization into the first message. Instead, keep the opt-in confirmation simple and save your prose for the following SMS message.

Help – The conversational nature of SMS makes it a robust platform for B2C. Businesses have a direct line right in the consumers’ hands and vice versa. Whether for text messaging support or customer support, let your subscribers know how to access your business through an SMS keyword such as HELP. Auto-respond with further contact details or link to your online support center. If Two-Way Text is enabled, customer support can occur through text message. This keyword should be active even if a subscriber opts out of your messaging in the future.

A Guide To SMS Opt-In & Opt-Out Messages, Pt. 2

Double Opt-In

Double opt-in is an added layer of consent that has multiple benefits for consumers and businesses. While it’s not legally required in all cases, double opt-in is something that all businesses utilizing SMS marketing can benefit from following. Once a company has received the opt-in request from a web form, keywords, verbal request, or paper form, a text message asks the consumer to respond with a “Yes” or “Y” to confirm they would like to receive additional information messages. When the consumer responds affirmatively, send the opt-in confirmation text message. Otherwise, it is considered an opt-out, and SMS messages will discontinue.

Double opt-in is great for consumers because it verifies that they intended to sign up for SMS messages. If their phone number was input by mistake, double opt-in saves them from receiving unwanted text messages. Double opt-in also verifies that the consumer is interested in what you are offering, keeping your list clean and full of engaged customers. The burden of proof is on the business with SMS consent, and double opt-in adds another layer of evidence to that consent.

Example

Respond YES or Y to receive {Description} Alerts from {your company}! Msg&data rates may apply. Reply HELP for help, STOP to cancel.

Crafting the first message to a subscriber might be daunting, but following these five steps each time can save time and prevent an issue in the long run. From getting started, to creating a customized SMS marketing plan, our team is here to guide you every step of the way of your text message journey.