CDYNE has put together a list of correct techniques when using short codes. They stress the importance of using the proper information, verbiage, and keywords to adhere to and stay in compliance with the CTIA, which is the organization that represents the wireless communications industry and ensures all rules and regulations are followed ( http://www.ctia.org/ ).The following Top Ten list is a guide to help make you aware of possible issues when sending short code text messages. For more details read the CTIA Citation Handbook Overview at http://www.wmcglobal.com/assets/ctia-mobile-commerce-compliance-handbook-v-1-3.pdf .Read More
Building customer loyalty, personalizing communications, and offering incentives to customers are all great ways to engage existing and new customers and build your business. In a survey of 650 respondents by Hipcricket, 70% of smartphone users would be interested in receiving offers on their cell phones. There is a huge potential to reach your audience with mobile communications. Check out the latest CDYNE infographic for more interesting stats:
- Keys? Check
- Purse or wallet? Check
- Phone? Check
Acision annual research shows that 92% of U.S. smartphone owners use SMS. Text message marketing is full of potential for communicating with and engaging your customers. It’s timely (send your message right when you need to), efficient (only 160 characters), and cost effective (just pennies per message).
Businesses use text messaging for targeted communications that include coupons, alerts, and other information relevant to their customers. Research by Frost & Sullivan shows 98% of text messages are read compared to only 29% of Tweets, 12% of Facebook posts, and 20% of emails.
For more stats about the advantages of text messaging click here (opens a PDF) or click on the image below.
1. A Dedicated Short Code Manager from Start to Launch
A CDYNE dedicated short code manager will help you provision a dedicated short code from start to finish and navigate the often changing carrier rules and requirements. They specialize in all use cases and can help with a range of topics from billing to compliance issues. They will be your primary contact here at CDYNE to make the short code provisioning process as easy and painless as possible.
2. Extra Assurance That Your Text Messages Will Be Delivered
SMS Notify! API has a long number or DID backup system for sending text messages when short codes messages cannot be delivered. You can add a DID to the same license key that the short code is assigned to and request that this feature be turned on. Once this is done, the API will default to sending from the short code. When the system encounters a carrier that is not supported, or the carrier cannot deliver the message, SMS Notify! will automatically send the text message over the long number instead.
Some carriers support short code delivery receipts and this information is available through the SMS Notify! PostBackURL system. The API will receive the following codes and post them back to a URL you designate and can be assigned by logging into your account at cdyne.com. The backup DID system will only be activated in the following scenarios:
Carrier Not Supported
SMS Notify! will receive a delivery receipt error code 091 – INVALID ROUTING which meant that a carrier does not currently support traffic via short code. With a backup DID in place, the API will resend the text message over the DID network, which supports all major carriers for the U.S. and Canada.
Carrier Did Not Deliver the Message
Some carriers support short code delivery receipts that indicate the message status. The following codes are used to indicate that a message could not be delivered:
005 – DELETED/UNDELIV – There are several reasons why this message status occurs including:
- An end user’s cell phone number is blocked at carrier level
- A message delivery was attempted, but the message could not be delivered and was deleted from carrier
- Handset might be out of network coverage when message delivery was attempted.
- Handset might be switched off
- Handset might be roaming out of carrier’s supported network
023 – REJECTED – The message is rejected by the carrier.
024 – UNDELIV – The attempt to deliver the message failed. This may be cause by:
- Handset might be out of network coverage when message delivery was attempted
- Handset might be switched off
- Handset might be roaming out of carrier’s supported network
3. Custom HELP and STOP Keyword Responses for Short Codes
CDYNE dedicated short codes give you the option to customize your HELP and STOP keyword text message responses as part of the short code provisioning process. By default, the API automatically handles certain system keywords. For example, when an end user texts HELP to your short code, SMS Notify! will automatically respond with the following message:
“Your Business Name”: Reply STOP to cancel. Msg&Data Rates may apply. Msg Freq per acct setup. “Your Business #.”
There may be instances when your company is sending text messages on behalf of your clients and will require dynamic response messages so that each individual company name and contact number responds accordingly. This feature is available on request and can be set up during the short code provisioning process, or turned on anytime after your dedicated short code is live.
4. Five Free Keyword with Shared Short Codes
To get you started with shared short codes, CDYNE includes up to five free keywords with your account.
Separate companies are able to run simultaneous campaigns on a single short code with the use of keywords. A keyword is a unique phrase assigned to a short code that identifies a business campaign. For example, Dr. O’s dentist and Sal’s Pizza both use short code 55616 to communicate with their customers. Dr. O uses the keywords SMILE and CLEAN for two separate campaigns: texting SMILE to 55616 subscribes the user to appointment reminders; and the CLEAN keyword designates a special offer Dr. O’s office is running this month. Sal’s Pizza uses CHEESE so subscribers can subscribe to delivery specials. The unique keywords allow businesses to share the use of a short code.
5. Short Code Reporting
Log into your account at cdyne.com to view short code reports and export the information to an .xls or .csv file. You can search messages by the most recent number, date range, or phone numbers. The report shows the type of message (outgoing or incoming), the to or from recipient phone number, message status, sent date and time, the text message unique MessageID, and the text message sent or received.
CDYNE offers both shared and dedicated short codes in the U.S. and Canada. Click here to get started today!
When it comes to short codes there are many steps involved even after the program is live. One checkpoint is the short code audit process which is managed by the CTIA to make sure a short code campaign is continuously staying in compliance within the ever changing carrier rules and regulations. The company that actually performs the audits is WMC Global.
The Monday Morning Pop Quiz
Think of the audits as a pop quiz on a Monday morning. The more you stay on top of educating yourself the better chance you have to pass. Live programs are reviewed and tested after the short codes are in production. The CTIA feels this method is more effective than routine keyword testing and program brief review used in the past because audits reflect the user experience and how they interact with these programs in real time.
The CTIA issues audits weekly for all short codes leased with the CSCA. The CTIA distributes what they call “Program Violation Notices”. A Program Violation Notice is a document notifying content providers (for example C1-02 No link to comprehensive T&C’s) that a violation has been found when testing the program. The CTIA audits short code compliancy based on the best practices included in the CTIA Playbook and the Carrier Playbooks.
The CTIA hand book states “The CTIA compiles and generates Program Violation Notices each Monday for audits performed the previous week, and audits are published as soon as they become available. Although audits might be available for review earlier, the official notice date from which the cure date is calculated is 12:00PM EST on Tuesday.”
Short Code Program Violations
Program violations are classified as Severity 0, Severity 1, or Severity 2, based on the seriousness of the infraction, with Severity 0 the most detrimental. Severity 0 is defined as extreme consumer harm with an immediate cure date. When you receive this audit you must have it fixed within hours or risk suspension or termination. Severity 1 is considered serious consumer harm and you have 2 business days to correct the issue(s). Finally Severity 2 is moderate consumer harm and you have 5 business days to correct the issue(s). The information explained in this blog, a check list that has the violations and actions required and much more can be found in the CTIA Playbook.
Now that you know what the audit process is how do you avoid failing an audit? The CITA audits all short codes that are leased. WCG global has agents that are assigned to certain numbers and they test and audit those numbers, and it is not complaint based. Everyone is subject to being audited.
A Few Guidelines
First you need to stay educated on the different carrier rule and regulations. Your SMS provider should be giving you all the tools you need to succeed. CDYNE offers not only a dedicated short code manager to help you though the process but also educate you. We have many documents and resources to help you stay up to date with your information. Below we have outlined some of the major parts of a short code program that can affect your audit negatively if not followed:
- Make sure you have a clear opt-in that fits with the program you plan to run. Be sure to describe exactly what program the end-user is interacting with. Example: “Text INFO to 00000 to sign up for CDYNE Info Alerts!”
- Include the amount of messages users should expect to receive. Example: “5 messages per month” or “5msg/month”
- The phrase “Message & Data Rates May Apply” must be included one line below the call-to-action.
- Instructions on how to opt-out and contact end-user support must be included and made distinguishable from the rest of the marketing copy. The words STOP and HELP must be in bold typeface. Example: Text STOP to 00000 to unsubscribe. Texts HELP to 00000 for customer support.
CDYNE offers short codes in the U.S. and Canada. Click here to get started today!