Outsourcing SMS Support vs Text Messaging Services

Published by Fair Trade Outsourcing on

Both SMS support outsourcing and text messaging services have their advantages and disadvantages. But unlike automated SMS or bulk text messaging, outsourcing SMS support to human agents delivers greater value to companies. Here are 3 reasons why human intervention in text messaging is better.

#1 TCPA regulations consider SMS marketing as similar to telemarketing.

In 2012, the Federal Communications Commission or FCC made their position on the issue of SMS marketing clear. Text message broadcast systems are the same as automated telephone dialing systems (ATDS). That means texts sent as sales and marketing tools are the same as telemarketing calls in the eyes of the FCC.

To meet TCPA regulations, businesses must adhere to two major rules. First, consumers must willingly provide their mobile numbers to them. This willingness indicates their interest in receiving alerts about promos and discounts. Second, business entities that send out text messages in bulk must immediately stop sending them after mobile users have asked them or indicated that they stop.

This is fine and all when the text messages are generic info-texts that don’t expect mobile users to reply and won’t require businesses to engage consumers in a conversation. But, people often text back. Some may send complaints while others send questions. Processing these texts and resolving their issues without automation is of utmost importance.

#2 A major component of outsourcing SMS support is human intervention.

Using bots to respond may backfire. Consumers want assurance that customer service reps will take care of their concerns as soon as possible. And, they will not find that in recorded messages and automated responders. Undeniably, human intervention plays a vital role in keeping your consumers happy and making one’s business compliant with TCPA regulations at the same time.

Outsource text messaging support to human agents, specifically those that work in an offshore facility. The costs of hiring these agents are almost the same or even lesser than the costs of subscribing to text messaging services. Companies can buy intelligent software or pay someone to develop proprietary software for them. But there’s a limitation to this. Automation may save you time, but human intervention is still required.

#3 Human agents ensure that your company follows FCC regulations, which gives your organization credibility over other companies that also send SMS for business.

Emergency SMS alerts or texts sent out en masse to the public are exempt from TCPA regulations. These alerts let everyone know of an upcoming storm or an ongoing fire or earthquake. Sending them out in bulk won’t need any consent at all.

Advancements in mobile computing have made communications easier for essential professions. Essential personnel, such as doctors, nurses, technicians, electricians, and professional cleaners, immediately receive texts or calls in an emergency.

Text messages sent to them do not violate TCPA regulations and subsequent FCC rulings on this matter. These messages don’t need opt-in permissions. Your customers will want to know how to contact these professionals or where their offices are located. They are the people you’ll want to send SMS about prospect clients that may need their help.

Outsourcing SMS support to human agents in these cases ensures that you adhere to TCPA regulations and avoid getting mauled by class-action lawsuits that can cost you up to $1,500 per text message. Follow-up questions from prospect customers are then taken care of by your outsourced SMS support agents.