For many businesses and brands, SMS is central to customer engagement. To make sure that remains the case, and it stays a trusted, high-engagement channel, carriers have implemented a series of know-your-customer initiatives across short codes, toll free, and now with the newest A2P 10DLC requirements with the added business benefits of increased reliability, security, and throughput.
Messaging remains the single most effective customer engagement channel, with an open rate of 98 percent.But between the new A2P 10DLC requirements and capabilities, and existing number types like short codes and toll-free, many businesses are reevaluating the best approach to reach customers via SMS.
Learning about and adjusting to these shifts will allow you to maintain SMS as the crowning jewel of your multichannel customer engagement strategy.
Adjusting your SMS strategy can be daunting, but with those challenges come long-term benefits too. And, the changes brought about by A2P 10DLC will ultimately create a better, safer, more trusted landscape for all businesses who reach customers via SMS.
To help you navigate this new landscape, we’ve created this guide to the current messaging options—toll free, dedicated short codes, and A2P 10DLC—with a brief look at their various benefits and limitations. With A2P 10DLC comes an opportunity to evaluate these options based on use cases and identity, not just cost and throughput, which we’ll explore below.
While this guide can serve as a starting point, there is no one-size-fits-all solution for the future of SMS and customer engagement; for more insight, read our other A2P 10DLC coverage or get in touch with the experts at our newly-launched Trust Hub.