Messente avatar logo

Fine tuning SMS communication for your brand

- 5 MIN READ - 09 Aug 2013

Fine tuning SMS communication for your brand.

In Messente we have seen how different brands communicate with their customer base via SMS. Essentially brand communication is something that happens every time your customer comes into contact with your service and product or your message.

SMS communication (notifications, alerts or something else) is an integral part of this communication mix because in every dialogue there are occasions when something needs to be said in a short and time critical manner.

Here’s a few tips how you can do that most effectively.

1) Keep your messages consistent with your general brand image.

Even simple notifications can have the touch and feel of your brand. Use the same tone and address consumers in the same manner you talk to people face to face, post on facebook wall or tweet.

If your core value is speed of delivery, consider sending out frequent timely notifications. If you rely extensively on customer feedback, give people an opportunity to respond to your messages.

2) Always be relevant. 

Time your notifications based on your (tested) assumptions about how your customers’ daily schedules look like.  Ask your customers which notifications they would like to get and obsess over delivering a personalised experience.

3) Test, measure and constantly improve. 

When you adapt to how people react to your calls for action you get powerful insights which enable to improve your service and avoid being intrusive in any way. Make up your own metrics, measure and analyse. Experiment with different sending times and ask for feedback. Segment your customer base considering their individual needs and preferences.

We have seen how implementing these simple points have significantly improved the brand communication of most companies we work with. Hopefully they gave you a few ideas of your own how to engage your customers better.

Lauri Kinkar

Lauri Kinkar - CEO

Lauri makes sure the company keeps moving in the right direction. His spare time is divided between motorcycle trips, floorball and spending time with his kids.

How we do it: Supporting a culture of growth

14 Nov 2017

Recently, I’ve had several discussions about company culture. And here’s a common question: How do you build a culture that supports growth and create a workplace that everyone’s happy being part of?

Lauri Kinkar

Lauri Kinkar

This is an opportunity. Take advantage of it.

07 Nov 2017

In today’s world, it feels like the technology changes faster than we can keep up. As technology becomes even more ingrained in our lives, it’s obvious, that for our own good, regulations need to evolve as well. And it’s extremely important that business owners and leaders understand new regulations to adapt in the best way possible.

Raili Liiva

Raili Liiva

Scrub customer databases and make SMS more effective

31 Oct 2017

It’s often that we are asked, “what is your average delivery rate in (fill in the blank) country?” People usually expect an answer like, “98%.” Yet cost efficiency and SMS conversion is more important than a percentage number; without context it doesn’t mean anything.

The more important question pertains to how delivery rates are calculated. Let’s point out that there are mobile operators in some countries that do not send delivery reports, or if they do, they are unreliable. Is the delivery rate statistic based on messages sent and the number of messages that received a “delivered" status? That is the most common and brutally simplified way to calculate delivery rate. First of all, in fact, it is best practice to start with clarifying whether or not the mobile number databases contain phone numbers that are deliverable.

Margus Sütt

Margus Sütt

Start sending messages to

for € N/A

Contact us