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Short messaging and customer care

- 5 MIN READ - 21 Oct 2010

In the past years we have seen many different ways companies use sms. We have consulted lots of companies discussing questions like where to begin and how should it be done to get the most out of it in terms of building customer loyalty and generate revenues.

In today’s column for Mobile Marketer Dave Lewis talks about customer care and raises some very good points.

While sms as communication channel is great for marketing, more and more companies are finding ways to also incorporate short messaging into their customer care programs. Repair shops are letting people know when items are ready to be picked up. Delivery service providers confirm delivery times with package receivers.

The amount of information in such notifications is usually quite small and thus suitable for SMS format. Clients will know on real time basis when can they expect their problems to be solved or services delivered. In almost all cases people appreciate getting such updates as soon as possible so they can for example instantly contact the service provider or the respective customer care center. Better service in turn helps to build loyalty.

Last but not least in addition to being fast and responsive as a channel sms has another benefit. It is very simple to start using Messente and it does not require any investments. Once your customer care center already communicates with your clients via SMS there is time to think about if and how to move on to more complex mobile solutions.

Jaanus Rõõmus

Jaanus Rõõmus - CTO

Jaanus is co-founder and CTO of Messente and makes sure its wheels keep spinning and Messente always has a full tank of fuel.

Startup Conferences: What’s the point? (Slush 2017)

20 Oct 2017

With Slush coming up in about a month, it’s a good time ponder the purpose of large startup conferences. Many entrepreneurs head to conferences, like Slush, around the world and throughout the year looking for investments from venture capitalists and angel investors, yet there’s a lot more to gain from startup conferences. Think about it: there will be over 17,000 motivated and creative people in one place at one time. Get creative and gain as much as you can out of the experience.

Yuriy Mikitchenko

Yuriy Mikitchenko

The economics behind undelivered, failed SMS messages    

17 Oct 2017

The cost and full impact of undelivered or failed messages isn’t immediately clear. The financial impact is not simply the combination of the failed SMS and the cost to resend the message, which isn’t very much at times. There are other indirect costs that result from undelivered SMS messages that matter from a financial perspective. Let’s take a deeper look into the ripple effect of undelivered messages, which make the reasons behind our focus on SMS delivery quality even more clear.

Here are a few examples.

Uku Tomikas

Uku Tomikas

Fraud and Security: 2FA Considerations for PSD2

10 Oct 2017

The second Payment Services Directive (PSD2) is less than three months away from enforcement. While the regulation’s text is lengthy, a key component of the law is its extended reach in comparison to the first directive. PSD2 applies to all payment service providers and affiliates, including account information service providers and payment initiation service providers. In addition, the law applies when at least one part of the transaction is in the European Union. This means that payment service providers and their affiliates outside of the EU must comply with the law when the payer is in the EU. The additional geographical reach guarantees the same level of security expectations for all EU residents regardless of the location of the payment service provider.

Raili Liiva

Raili Liiva

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