In the video above, Tatango CEO Derek Johnson answers the question, “What is required in a help response text message?” Prefer to read instead? No problem, please see the post below. You can also find answers to all of your SMS marketing questions in our Q&A video library; click here to browse.
What Is a Help Response Text Message?
A help response text message is an SMS message that is sent to a consumer when they text the word “HELP” to a short code. (Recall that a short code is a 5- or 6-digit number that businesses use to communicate with people who opt-in to their text message marketing program.) A help inquiry is used to gain more information about the short code, such as contact info, and which brand or organization is using the short code to send messaging.
What Is Required in a Help Text Message Response?
The Cellular Telecommunications and Internet Association (CTIA) and the wireless carriers have required keywords that SMS providers must reserve to interact with consumers; one of them is the keyword “HELP”. When a consumer text messages the SMS keyword “HELP” to a short code, the brand must return a text message that contains information about the campaign (i.e., the brand name using the short code) and how to receive further assistance via a customer support number or email.
Below is an example of Lane Bryant’s help response text message. Lane Bryant states that they are using the short code for messaging, and they include a number to call for more info. For more info about Lane Bryant’s text message marketing program, or to see what their SMS messages look like, visit SMS Archives.
What Does Tatango Recommend in a Help Response Text Message?
Although not required by the CTIA, Tatango recommends including two pieces of additional information to create a better customer experience.
First, Tatango recommends including the type of text messages that subscribers will receive. For example, Lane Bryant says: “This program is our mobile VIP club for weekly offers and promotions.”
Second, brands should include instructions on how to opt-out of the text message program. If a subscriber is using the “HELP” function, they might be looking for a way to opt-out of the program, so including info such as, “to unsubscribe, reply stop” can help them. Taking an extra step to provide subscribers with a better customer experience can make a difference.
Looking for info about what’s required in a stop text message? Check out our video here.
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