SMS is uniquely positioned as a customer engagement channel. It has the highest engagement rates with 98 percent of messages opened and a 45 percent response rate. It also has global reach. Unlike many customer channels, SMS doesn’t require internet, data, or even a smartphone. Furthermore, consumers actively want businesses to message with them. Over 40 percent of customers prefer SMS for urgent communications.
However, understanding which number works best for your business model can be complicated and nuanced. Within the US alone, there are three types of numbers: Short Codes, Toll-Free numbers, and 10-digit Long Codes (10DLC). Depending on how you plan on using SMS in your business strategy, you will need a specific number type.
The first step in determining the best number type for your business is identifying your use case(s).
For your business messaging strategy evaluate:
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The throughput and volume
How many messages do you need to send at once? How many messages do you need to send daily?
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Branding
Do you want one brand identity? Do you already have phone numbers associated with your brand in the marketplace?
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Localization
Do you desire local identities?
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Voice enablement
What should happen when consumers try to call the number?
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Use cases
Do you plan on using the same number for market, one-time passwords, notifications, and more?
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Geography
Where are your customers? What countries do you need to send messages too?
