Type: Legal page
Everyone knows that SMS is the most powerful and accessible communication channel for engaging your customers. In fact, people are 35x more likely to read a text message than an email. But even knowing all that, getting started with SMS can be challenging. SMS compliance rules and regulations, particularly in the U.S., can make your life difficult if you don’t understand them. Whether it’s…, Who regulates text compliance? , First off, in the U.S. there are governmental regulations and policies in place documenting how to send SMS. There are also many different carrier-specific guidelines and, lest we forget, new codes of conduct which aren’t laws exactly, but must be followed. Ignore these codes of conduct at your peril! Your campaigns will either never launch or end up blocked in carrier or aggregator filters.…, The Telephone Consumer Protection Act (TCPA):, Passed in 1991, this act was instituted to stop unwanted telemarketing phone calls and applies to text messages, too. In a nutshell, companies can’t contact consumers without prior expressed consent. , The Cellular Telecommunications and Internet Association (CTIA): , The CTIA is pretty self-explanatory: it’s a trade association representing the U.S. wireless communications industry. It’s goal is to create and maintain the most positive experience possible for customers, and so they association publishes the Messaging Principles and Best Practices document. Follow these suggestions if you want your campaigns or messages to get to your target audience. , The Mobile Marketing Association: , The MMA is an industry group that promotes mobile marketing on a global level. The association uses peer-driven best practices to manage and develop ongoing mobile marketing industry initiatives. , The Federal Communications Commission (FCC): , The FCC, which reports directly to Congress, regulates interstate and international communications to make sure they are used safely and fairly. , SMS compliance terms to know , P2P, : P2P is the regular texting most people do in their everyday lives - low volumes of wanted messages between two individual wireless subscribers or users of a messaging app. When you text a friend or family member, you're engaging in P2P messaging. A2P : The CTIA defines A2P traffic as "all messaging that falls outside the definition of P2P", or "traffic that is not consistent with typical…, SMS compliance guidelines, If you take away one thing from this blog, remember the three most important aspects of compliant A2P messaging: consent, consent, consent! All these rules exist so that customers only receive the communications they want. To ensure this happens, the CTIA Messaging Guidelines say that all A2P messaging requires customer consent. Here’s a breakdown of the how’s and why’s of consent: , 1. Require consent (a.ka. opt-in) , An opt-in is when you ask customers if you can message them, and they say yes. You need to be clear about what they can expect – as in the type of message do you intend to send, and for what purpose. Note, you can’t repurpose an opt-in for one kind of communication for other kinds of communications. For example, a user who gives you consent to receive a one-time password (OTP) via text message…, 2. "What am I consenting to?”, You want to keep in mind five key questions from the customer's perspective, and the answers should be clear: Who is the sender? What is the offer? Where can I learn more? When will this service contact me? How do I use the service, and how do I opt-out? To make sure all these questions are answered, we recommend a strong call to action (CTA) for every campaign. A strong CTA is the…, 3. Confirm opt-ins , The best practice for confirming opt-ins is to document them all for a minimum of 90 days. It proves that you’ve received consent to message the destination number. Better safe than sorry! Many companies use double opt-ins: sending a customer a message after the initial opt-in reminding them that they’ve signed up and asking them to respond and confirm their consent with a keyword (e.g., Y, Yes…, 4. Honor opt-outs, Even if a customer agrees to let you message them with an opt-in, they can always change their mind – and you need to make it easy for them to do just that. The most common and minimum required opt-out method is to let consumers respond to an SMS with the text “STOP” - but there are other ways to do it. FCC states that customers must be able to opt out through “any reasonable means.” This could…, 5. Avoid public URL shorteners for TFN and 10DLC campaigns , Shortened URLs are a great way to make a message more concise, but there are some important rules and best practices you should follow to ensure successful message delivery and offer a good user experience. When sending your 10DLC and TFN campaigns, never use shared public URL shorteners (e.g., free TinyUrl or Bitly links). U.S. carrier policies strongly discourage using them and might filter…, 6. Comply with time-of-day restrictions, TCPA compliance also requires that you recognize “quiet hours” in the recipients’ time zone. This means you are prohibited from any telephone solicitation anytime before 8 am and after 9 pm (note that certain states have more restrictive rules). , 7. Keep it SHAFT-free, SHAFT is a handy acronym to help you remember types of content which are either forbidden or subject to special rules. , S, : Sexually inappropriate content , H, : Hate speech or profanity , A, : Alcohol , F, : Firearms, and depictions or endorsements of violence , T, : Tobacco (including vaping), or endorsement of illegal or illicit drugs, including marijuana and cannabidiol Note: Some of this content (such as “adult” businesses like nightclubs, bars that serve alcohol, and firearms or tobacco sales) may be allowed by certain carriers if a campaign is submitted and approved in advance and a functioning "age-gate" is in place. , Other tips and best practices, Limit message frequency. , Don’t send your message recipients too many messages within a short time. One or two messages per day end up being five to eight per week which is too much and may risk that person opting out. , Clean up your database records. , Also, don’t forget to cross check and clean up your database records against Carrier Deactivation Files. When a mobile subscriber switches operator or deactivates their mobile number, deactivated numbers generally go through an incubation period on the carrier’s network where they’re unassigned, recycled, and then re-assigned to new subscribers. Any messages sent to the new subscriber are…, Conclusion , This may seem like a lot to digest, but the most important step to SMS compliance is knowing the rules. But to keep it simple, remember these main takeaways: Get consent Be clear what customers are consenting to Make it easy for them to opt out, and respect their wishes. Is your campaign SHAFT free? And make sure to consult your legal team to see how SMS compliance laws and regulations…
Type: Blog Article
IT leaders, it’s time to elevate enterprise security and streamline operations. With cyber threats increasing, boosting defenses with top-notch verification solutions is crucial. Verification is how you verify a user. In other words, confirm they are who they are they are. It’s a vital step in protecting sensitive data and preventing fraud. In this blog post, we’ll explore some of the most…, Phone call verification , Phone call verification is a popular way to confirm ID. It works by sending a code to the user’s phone, which they enter to access an account or service. This process is known as two-factor authentication or 2FA . It’s an effective way to stop unauthorized access and protect sensitive data. The financial services and healthcare industries often use phone call verification to protect sensitive…, SMS verification , Another popular verification method is SMS verification. This process sends a one-time passcode (OTP) to the user’s cell phone vis SMS. The user then enters the code to access an account or service. SMS verification is an effective way to prevent fraud, but like phone verification, there are some potential drawbacks – compromised or out-of-date phone numbers. Learn more about SMS identity…, Data verification , The new authentication method removes the social engineering risk associated with OTPs. It’s also super-quick and needs no user interaction! So how does it work? Easy – it compares the end user’s phone number against a carrier-issued token representing the end user’s mobile data session safely and automatically, with errors minimized. Learn more about Data Verification , and watch our video to…, Flash calling verification , With flash calling, the user receives a call to their mobile. The phone number used to make this automated call is selected randomly from a large pool of in-service numbers. The number called from acts as a one-time code. The mobile app intercepts the call and automatically sends a request to validate that the calling party number matches the verification request. The result? Quick and easy…, Choosing the right verification enterprise solution , It’s critical to consider: Security needs User experience Use case Evaluate the different types of verification solutions and compare the benefits and drawbacks. As an IT leader, work with your team to choose the best solution for your enterprise. Lee Suker, identity verification expert and Head of Authentication at Sinch, in a Spiceworks.com , says that "the fact is; companies need to…, Sinch API supports next-level identity verification , At Sinch we’re super proud of our single Verification API – our deep understanding of identity verification and best practices at your disposal to help streamline customer onboarding and simply login and approvals. Learn more about Sinch Verification and talk to an expert about the next steps.
Type: Blog Article
Type: Overview Page
Type: Resource
The Lunar calendar may say that it’s the rabbit’s or cat’s time, but 2023 is turning out to be the year of ChatGPT. Experts and the general public alike are fascinated by OpenAI’s language model, and some have already called it AI’s “iPhone moment”. So, what exactly is ChatGPT? Is the hype around it justified? And can businesses use this powerful tool as well? Let’s take a closer look. , What is ChatGPT?, ChatGPT is the name of OpenAI’s latest generative pre-trained transformer (GPT) AI model . With its training, it can follow conversational instructions to access information online and, with the help of a supercomputer, generate text-based answers. Simply put, ChatGPT is a personal assistant that helps you, in a conversational way, to execute tasks. For Fréderic Godin, Head of AI at Sinch…, Is the hype justified?, Well, yes and no. On the one hand, ChatGPT has brought conversational AI to the masses and made it fun and user-friendly. It’s one of the best text-based bot experiences ever created that really showcases the potential of AI-based chatbots to everyone. On the other hand, it’s important to understand that ChatGPT isn’t magic. It’s a language model that is very good at predicting and creating…, Opportunities for businesses, With all this buzz around ChatGPT, it’s only natural that companies are looking at ways to use the technology as well. As a conversational technology, the text-based language model could, in some cases, be a helpful addition for businesses. For example, you could integrate ChatGPT in your help center. For example, agents could type a quick reply, such as “Anything else?” into the chat, and run…, Risks for businesses, One issue with ChatGPT is that it doesn’t use real-time data (yet). It only has access to data up to the year 2021, so it won’t be able to relay newer information. In addition, ChatGPT doesn’t have a built-in “I don’t know” feature like most chatbots. This means that it’ll always come up with the answer it deems most plausible, regardless of whether it’s factual or not. And your customers won’t…, Testing GPT in a safe environment, As the technology improves and becomes safer, Godin is convinced that customers will come to expect more interactive AI experiences from companies. ChatGPT is not a scalable technology for businesses yet but is best used as an additional resource. If you want to see how the technology might benefit your business, Fréderic Godin recommends testing it first . As the technology improves and…
Type: Blog Article
In today’s increasingly digital world, we’re more at risk for data breaches and security threats than ever before. This means there are serious dangers in doing business via the internet and now mobile, and even more ways for fraudsters to compromise your customers’ data. With the growing popularity of A2P (application-to-person) SMS, mobile users are at risk of receiving targeted campaigns aimed…, How , Sinch, can help, At Sinch, we take security very seriously. It’s our top priority to keep your messaging traffic running smoothly and your customers’ data protected at all times. For example, we actively monitor for fraudulent SMS campaigns and suspicious activity on our platform. We take the necessary actions to block unwanted messages for any at-risk customers. To address the onset of smishing and the…, Get the code, In addition to hawkishly monitoring our network for fraudulent messaging traffic, Sinch is leading the charge with global industry leaders and influencers to create a more safe and secure mobile environment for all. Our mission: to drive market clean-up and major change within the messaging industry. So, we've joined forces with the Mobile Ecosystem Forum (MEF) to disrupt the norm with new…, Contact us, At Sinch, we’re determined to tackle SMS fraud and protect both businesses and consumers. With more security threats like smishing cropping up each day, we’re committed to underscoring trust in enterprise messaging for all A2P messaging players. As a global leader, we're dedicated to providing the highest quality SMS service with our deep Tier 1 integrations with mobile operators around the…
Type: Blog Article
If you work for an eCommerce, on-demand, subscription, financial or travel brand, chances are your organization has been aggressively investing in personalization and real-time communications technologies. If not, you'd better get started because your competition is already stealing your customers. We are all used to emails filling up our inboxes every day (and boy do we love spending time…
Type: Blog Article
The paradox of the smartphone generation is that whilst new products and services are hitting the market at speed, precious brand loyalty keeps decreasing. Consumers have more choice than ever over which bank or energy company they use, where they buy things or how they get home from a night out. The competition for consumer attention (and money) continues to shift power from institutions to…, Consumers increasingly have a digital outlook, 1. Having a smartphone strategy has long-since been a table stake for customer facing enterprises. Management consultancy firm McKinsey , surveyed consumers across a range of vertical sectors. In telecommunications for example, they found that 90% of customer service journeys started digitally, and that 76% of telecommunications customers were satisfied with a customer service journey that was…, Customer service 24/7, , 2. A recent consumer study by West UC , found that 70% of respondents want more convenient customer service options to support 24/7 lifestyles, whilst 74% agree that it’s frustrating when customer service is only available during working hours. A further 47% would like to see more customer service options tailored toward smartphones. 3. The same west UC study found that consumer expectations…, The impact of poor customer service, , 5. Accenture estimates the cost of customers switching due to poor customer service is $1.6 trillion. 6. The Digital Disconnect In Customer Engagement report goes further. It found that 52% of customers have switched any given service in the past year due to poor customer service, with banks, retailers, and cable and satellite television providers being the worst offenders. 7. Almost half…, Enterprises are responding, , 9. The use of A2P SMS continues to grow. In a recent report from the analysts Ovum, A2P SMS messages was forecasted to rise to 1.28tn, up from 1.16tn in 2016. 10. The same Ovum report indicated that the use of SMS as a customer communications channel continues to grow, and actionable SMS is becoming increasingly important to enterprises, with 23% of survey respondents stating that their use of…
Type: Blog Article
Type: Resource