Business at the Speed of Text

Take a few minutes to watch how Solutions by Text can provide you with a compliant solution to enhance the customer experience and increase your bottom line through the power of texting.

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Two-Way Texting Changes the Game

Put real-time text responses in your customers’ pockets and real-time access at your staff’s fingertips.

Find Out More

Two-Way Texting Changes the Game

Put real-time text responses in your customers’ pockets and real-time access at your staff’s fingertips.

Find Out More

Business at the Speed of Text

Take a few minutes to watch how Solutions by Text can provide you with a compliant solution to enhance the customer experience and increase your bottom line through the power of texting.

Watch Videos

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Two-Way Texting Changes the Game

Put real-time text responses in your customers’ pockets and real-time access at your staff’s fingertips.

Find Out More

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Solutions by Text continues to evolve and develop its suite of products and features. Take a look at what's new in our world.

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From retail to financial solutions, we’re constantly working with our clients to push the boundaries and find new ways to leverage SMS for business.

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Updated: February 2017 

Best Practices

Collection Messages

The SMS industry continues to evolve and grow as companies increasingly embrace the efficiency and effectiveness of texting. One of the areas where companies are seeing higher effectiveness is the collections arena. Because SMS communication is preferred 2 to 1 over calling, customers who have fallen behind in their payments are more responsive to collections text messages.

Recently, major mobile carriers have indicated that SMS messages can no longer contain the words ‘past due’, ‘overdue’, ‘delinquent’, or ‘late’. In order to ensure deliverability and maintain the effectiveness of the SMS channel for collections messages, Solutions by Text recommends several best practices.

 

Establish Text Rapport

The concept of text rapport is to continuously communicate with customers over the course of their product use. The stages of text rapport include gaining consent to communicate with customers, acquisition, account notifications, past due alerts, and informing about additional product offers and savings. A Solutions by Text client consultant can help craft messages and recommend a message cadence to create and improve text rapport.

 

Softer Collections Language

SBT offers a library of enhanced message templates that can be modified for evolving business models. Softer collections language has been found to improve collections effectiveness. Following are several examples of past due messages that have improved client and customer experiences:

  1. We need to speak to you regarding your account. We want to help! Please call {Cust.Svc.#}. For help reply HELP
  2. Don't forget about us. You missed your pmt yesterday. Visit us today! To make a pmt call {Cust.Svc.#} or click {URL Link}. For help reply HELP
  3. We can help. Please call us at {Cust. Svc. #} to discuss your options. For help reply HELP
  4. We want to help. Your pmt was due on {MISC1}. Pls call {Cust.Svc.#} to make arrangements or click {URL Link} to make a pmt. For help reply HELP
  5. Do you need payment options? We can help! Call {Cust.Svc.#} for details. Our hours are M-F 8am-8pm, Sa 10am-2pm. For help reply HELP

 

Positive Client Feedback

While Verizon’s recent mandates forced changes in the SMS industry, SBT’s clients have taken the opportunity to improve their customer communications and have seen direct benefits in their operations.

 

“Do us a favor and tell Verizon we said thank you. The soft messages are generating a higher response.”


Matt Esterman - Director of Business Operations