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Veriff improved delivery rates by 35% with Messente 

Veriff is an industry leader in online identity verification services. They use Messente to help their customers verify user identities via SMS.
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Table of Contents

    Quick Summary

    Learn how Veriff and its customers leverage Messente's messaging solutions to streamline user identity checks.

    Challenge

    Veriff’s team had to troubleshoot SMS on their own and below average delivery rate.

    Solution

    A dedicated account manager whose primary job was to increase delivery rates.

    Impact

    Veriff’s delivery rates soared to a global average of 95%.

    About Veriff

    Cybersecurity
    Veriff is an AI-powered identity verification platform built for trust. 

    Veriff's solutions combine human expertise with advanced automation to detect deepfakes, stop fraud, and onboard verified customers in seconds — at global scale.

    RCS
    SMS
    WhatsApp
    Viber
    380+
    Employees
    >1.5B
    Valuation
    197+
    Countries

    User journey

    Veriff uses Messente for a quick and smooth user onboarding. 
    Sign Up
    User signs up with one of Veriff’s customers
    Verification
    Veriff’s customer needs to verify the user
    SMS sent
    Veriff sends a linked SMS via Messente
    ID check
    The user completes their ID check via the SMS message
    Onboarding
    Veriff’s customer continues the user onboarding

    The challenge: Veriff’s team had to troubleshoot SMS on their own

    Veriff’s previous SMS provider had below average delivery rates, meaning their customers lost out on sales:

    • New users dropped off during signup because they wouldn’t receive an SMS
    • Veriff’s customers sent in support requests trying to fix the problem
    • Veriff would spend 2 days waiting for customer support help from their SMS provider
    The collaboration between Veriff and Messente has
    always been really good. The interactions have been
    quick and efficient, but it doesn’t stop there
    Messente is also very personalized.
    Jorge Corigliano
    Head of Product, Veriff

    The solution: Messente’s account managers

    In critical and demanding industries like cybersecurity, it's important that every message is delivered to the user. 

    With the previous provider, Veriff got tired of waiting days to hear back from customer support.
    During onboarding to Messente, Veriff was assigned a dedicated account manager whose primary role was to increase delivery rates.

    After reviewing Veriff’s setup, the account manager realized that Veriff’s previous provider didn’t monitor or analyze its traffic to resolve delivery issues.

    As a result, thousands of messages were undelivered every month. With Messente stepping in, that changed. 
    Low SMS delivery rate
    Veriff’s previous SMS provider had below average delivery rates, meaning their customers lost out on sales.
    Long support wait time
    Veriff would spend 2 days waiting for customer support help from their SMS provider.
    No traffic monitoring
    Veriff’s previous provider didn’t monitor or analyze their traffic to fix delivery issues.
    With
    High-quality delivery
    Increased SMS delivery rate and more completed user sign-ups. 
    Dedicated account manager
    Veriff received a dedicated account manager whose primary job was to increase delivery rates.
    Active traffic monitoring
    Messente set up constant data exchange and launched in 197 countries with always-on monitoring. If delivery rates drop in one country, Messente quickly figures out why and fixes it.

    The results

    +35%
    Delivery rate
    -70%
    Fewer support tickets
    <1-hour
    Response time for Messente support
    After just a few weeks, Veriff’s delivery rates soared to a global average of 95%. As more messages got delivered, support tickets related to SMS dropped by 70%. Now, Veriff’s support team isn’t drowning in SMS-related tickets. Instead, they’re looking for more ways to leverage SMS across the customer journey.

    Customers were happier, too. Users were able to sign up for their services easier and could onboard people faster.

    Have a responsive partner for your most critical messaging needs

    We're here to help you build the most effective messaging strategy possible. Get in touch to learn more about how we can help you do your business in a smarter way.

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