Compliance Practices
Text messaging continues to be a top communication method in today’s world. With more and more companies shifting towards personalization, i.e. contacting existing and potential customers through their preferred method of communication, Telephone Consumer Protection Act (TCPA) regulations are evolving to protect businesses and consumers alike.
Many carriers and SMS service providers have implemented measures to prevent potential litigation, including closely monitoring their platforms. However, Textdrip clients’ outgoing SMS communications could be flagged as “spam” by carriers, preventing that message from being delivered to customers on that carrier’s network.
The regulations outlined in the TCPA are straightforward: customers must opt-in to receive text messages from an organization.
Online Lead Generation Forms
Many of our customers use online lead generation forms to gather new leads. Here are a few rules that you need to follow when using online forms:
- Ensure that online forms have a clear opt-in message that indicates the lead is consenting to text message communications.
- The text and color of the opt-in message must be highly visible.
- Any opt-in checkboxes present on the online form must not be pre-checked; the lead must check it themselves as a demonstration of consent.
- Federal Trade Commission
Best Practices
Best Practices
Follow the best practices as given by CTIA compliance, linking to CTIA Messaging Principles and Best Practices.
Messages should start with the business name and end with an opt-out option.
Example using best practices:
[BusinessName] following up on your request for more information, is now a good time? Reply STOP to opt out, INFO for contact information.
Purchasing Numbers From Vendors
It’s the vendor’s responsibility to provide proof of consent, so make sure they are giving you the ability to see that consent was given. Lead numbers are often gathered through online forms, similar to how you might gather lead information. Therefore, the vendor should be able to send you proof that the lead acknowledged the consent field.
Tips For Compliant Text Messages
Best practices for sending text messages include the following:
- Ensure that messaging is clear and concise and serves the lead’s interests.
- Schedule messages at realistic intervals — don’t schedule messages too close together.
- For SMS drip campaigns, ensure that there is a clear “opt-in” and “opt-out” message included. Keep your text messages meaningful!
SMS is a highly effective communication platform that offers businesses a convenient and efficient method to stay connected with their customers. Textdrip offers a range of SMS software tools and automation features that can be utilized in numerous ways, such as drip campaigns, appointment reminders, and more, enabling enhanced customer engagement via SMS. It is the responsibility of all business owners to utilize these communication tools ethically, ensuring that we consistently provide value to our customers.
