Business Messaging Is
Convenient Business Messaging is asynchronous (meaning both parties don’t have to be present at the same time), a customer can send a message and continue on with their day. There’s no waiting on hold or giving their full attention to a phone call. Personal Business Messaging allows customers to choose the channel they want to use. Instead of forcing them into one method of communicating with your Team, you can let the customers pick the option that suits their needs. Convenient Customers are also less likely to spend time on hold while waiting for your customer service team. Since a Team Member agents can handle multiple conversations (often 6–8) at once, customer wait times will go down—and satisfaction will go up. Efficient Using Business Messaging can clear up miscommunications with more organized and concise interactions. With rich messaging features, your team and customers can share pictures, videos, and more. Use it for things like video walkthroughs, diagrams, directions, etc. Engaging There are more opportunities to engage with your customers using Business Messaging than with email and calls. Through Business Messaging you can interact with customers without disrupting their day. Productive Messaging with customer gives your Team Members the ability to chat with multiple customers at once. With Business Messaging, an average Team Member on can handle 6–8 conversations at once. Bottom Line Enhancing Customer service is often seen as a cost center instead of a profit center, but a good support center absolutely impacts your bottom line. Supporting your customers with Business Messaging is the way to do it. Cost-Effective Since Team Members can handle multiple conversations at once, you need fewer resources to manage the same number of customer interactions. Open Messaging makes it easier for customers to share product and service feedback in real-time. You can even send out automated surveys at the end of every interaction to get a peek into customer satisfaction rates. Competitive Business Messaging can quickly become a competitive advantage for your business. Customers want to work with organizations that provide excellent and convenient service. Use Cases for Business Messaging- Customer Support
- Reminders
- Delivery Notices
- Service Alerts
10 DLC/A2P
The Cellular Telecommunications Industry Association (CTIA), in conjunction with wireless service providers (Mobile Network Operators MNO), adopted “Messaging Principles and Best Practices” as an industry standard to Protect Consumers from robotexts or unwanted text messages and particularly from high-volume message traffic. With this intent in mind, the industry made a distinction in the handling of “consumer” Person to Person (P2P) and “Non-Consumer” Application to Person (A2P) messages via 10 Digit Long Code (10DLC). Based on this, a business Telephone Number with an Area Code and Local Number, or 10 Digit Long Code (10DLC) is considered a carrier-sanctioned messaging channel used to communicate with consumers, thereby classifying the sending of SMS Texts using a Business (non-mobile) Telephone Number (10DLC) as A2P. The CTIA defines A2P messaging as non-consumer messaging from a business, organization, or entity that uses messaging to communicate with Consumers. Being A2P compliant is a requirement to send text messages from a Business Telephone Number to a Mobile Telephone Number using any cloud phone service like Ingenious Smart Business Phones. Therefore, all messaging traffic from your business to a customer(s) using the Ingenious Smart Business Phones network is considered A2P.Does the FCC Regulate A2P?
No. The FCC has determined that Text Messaging (SMS/MMS) is an “information service and not a “telecommunications service” (click here for link to FCC Ruling). Therefore, “empower wireless messaging providers to continue protecting American consumers from unwanted text messages, including spam and scam robotexts.” Meaning that the requirements of MNOs will govern the transversal of Text Messaging (SMS/MMS) into their networks.Who Regulates A2P?
Beginning in 2020, AT&T, T-Mobile, Verizon and major Mobile Network Operators (MNOs) began launching their own 10DLC/A2P programs for business-to-consumer (10DLC/A2P) messaging using a Business Telephone Number(s). These programs were guided by the CTIA “Messaging Principles and Best Practices”. Effective November 1st, 2021, AT&T, T-Mobile, Verizon and major MNOs through The Campaign Registry (TCR) implemented their own 10DLC/A2P requirements, including the enforcement of penalty fines for failure to follow their 10DLC/A2P requirements. The specific 10DLC/A2P requirements vary depending on the MNO network the 10DLC messaging is sent through. To avoid penalties based on a violation of a specific MNOs requirement(s), 10DLC registration is required for all A2P messaging sent by a non-consumer messaging business, organization, or entity from a non-mobile Telephone Number(s). 10DLC Terminologies 10DLC: 10 Digit Long Code, is a local long code number approved for A2P (application-to-person) texting. A2P: Application To Person Brand: The company or entity initiating messages to the consumer. Campaign: A campaign describes the intended goal or use case of the messages. The Campaign Registry (TCR): The newly conceived third-party central hub designated by AT&T and T-Mobile for registering A2P 10DLC messaging campaigns.FAQs
Q: I don’t do marketing “campaigns” – why am I registering?
A. A “Campaign” is required for 10DLC Registration of any Business Telephone Number(s) intending to send SMS messages to into an MCOs network and is used to verify the identity and the legitimacy of a business who intends to communicate via SMS with its customers.Q. Does 10DLC apply to all Business Telephone Numbers?
A. 10DLC only applies to a Business Telephone Numbers used to send SMS to Mobile Telephone Number on an MCOs network(s).Q. Why do I need to have a Privacy Policy?
A. 10DLC guidelines require that all campaigns have a privacy policy that is easily accessible and explicitly confirms they do not share, sell or rent SMS data to third parties.Q. What if my business legitimately uses more than 49 SMS enabled numbers?
A. If your business intends to use more than 49 SMS-enabled numbers to send outbound SMS to an MCOs network(s), consider creating separate campaigns based on department, location or use case.A2P Registration Process
The entire registration process typically takes 7-10 business days; it goes fastest when the business is already following the rules that support a clean and applicable messaging campaign and has the documentation ready for campaign registration. Pre-registration checklist Before we begin the campaign registration process, we need to gather the required information to ensure a smooth process. The pre-registration checklist outlines what is acceptable and what is not. Here are some items to consider before registering Brands and Campaigns:
NOTE: A Telephone Number(s) must be assigned to an approved Brand and Campaign before it can be used for A2P. Once this assignment is complete, messaging can be initiated using the number(s).
For more information, email: [email protected]
