SMS text messaging has become an essential method of communication between companies and their customers. One of the challenges companies experience is how to gain approval from customers to engage with them using text messaging. Below are five ways we’ve helped companies gain opt-in confirmation from their customers.
Web Portal Check Box
Most organizations have some form of web portal for their customers to manage payments and other services. You’ve likely already captured telephone numbers, and most are mobile numbers. It’s incredible what a simple check box asking for approval can do. Alternatively, a dedicated landing page to collect opt-ins through an email campaign is often effective.
Contact Center Recorded Approval
Many large enterprises have contact centers throughout their organization for customer communication. Many are already recording calls for training and coaching purposes. When your customer service representative asks the customer if they’d like to receive text messages, you have a recording of their confirmation. This method is an ideal opt-in confirmation for organizations with strict compliance protocols.
Onboarding or Enrollment Application
Throughout the onboarding process for many organizations, online or printed applications are used to get the customer signed up for the service. Adding a simple check box and capturing the mobile number in these applications can be impactful.
Automated IVR Option
Many organizations have automated Interactive Voice Response systems handling customer calls or at least the early stages of the call. Add an opt-in request such as; “If you would like to receive updates and communication by text from us in the future, please say Yes or press 1.” With this method, we recommended sending a confirmation text to capture a double opt-in.
Outbound Dialer
When companies use automated outbound voice communication with customers, this is an excellent opportunity to add SMS text messaging options. Similar to the Automated IVR approval above, merely adding the choice can be helpful.
In addition to these methods of capturing opt-ins, IVR Technology Group works with companies to validate which customer telephone numbers are mobile versus landline numbers. This validation helps you determine what percentage of the telephone numbers in their database might be available for SMS text messaging communication. For help with these or other communication automation services, Contact Us today.
about the author
Jim Barker
Chief Revenue Officer, IVR Technology Group
An avid Customer Experience Evangelist, Jim is the Chief Revenue Officer with IVR Technology Group. In this role, Jim leads the teams responsible for marketing, business development, sales, and partner growth for IVR Technology Group.
