SMS works best when a message is timely, brief and actionable. It should not become another channel that forces customers to repeat their story.

Start with specific moments

  • Appointment confirmations and reminders.
  • Order or delivery updates.
  • Service notifications that require a response.
  • Follow-up after a support interaction.

Design the conversation first

Define the event that triggers the message, the expected response, the data that must return to the CRM and the condition that transfers the case to a person. A useful flow confirms what it understood and avoids dead ends.

CTIA messaging principles call for non-consumer senders to obtain consent before sending messages and to provide a clear way to stop them. The legal scope depends on the message type and must be reviewed for each campaign.

Measure quality, not only volume

  • Time to the first useful response.
  • Cases resolved without repetition.
  • Transfers to an agent and the reason.
  • Opt-outs, complaints and failed messages.
  • Satisfaction after case closure.

[REVIEW WITH LEGAL COUNSEL before any campaign]