Powerful Digits That
Add Up to Big Value
Even if you’re not yet familiar with short codes by name, you’ve likely seen them in action.
They’re the text messages from five- or six-digit codes alerting you to a weather delay, the status of a delivery, or a prescription ready to be picked up.
Often, these messages are just one part of a convenient two-way exchange. They enable you to confirm or reschedule an appointment, send a donation, or even connect to lifesaving resources from the phone you use throughout daily life.
When you text the word “PIZZA” to a five-digit number for the night’s special, short codes deliver the promotion straight to your fingertips, right as you place your order at the restaurant.
Importantly in a world of spam, scams, malware, and phishing attacks, the number associated with a short-code text reminds you this is a communication you signed up for— and provides reassurance that the sender is one you can trust.
Read on to learn more about short codes and how to put them to work for your organization.
What Makes Short
Codes So Popular
Why do so many organizations, of all sizes and industries, reach out using short codes?
Short answer: They work.
They’re trusted
Unlike email or other means of messaging, not just anyone can send out a message via short code.
Senders who use a short code campaign undergo a thorough vetting process. And that’s just the beginning of the efforts built into the system to strengthen trust.
Short codes are administered by CTIA, the trade association for the wireless industry, who monitors campaigns on an ongoing basis for compliance with industry best practices. Wireless providers have detailed compliance requirements as well, and consumer complaints are investigated to further ensure a quality user experience.
Recipients sign up for these communications, giving their permission when they text a word or phrase to a specific short code. They can also opt out at any time just as easily. There are no time-consuming forms to complete or confirmation emails to manage.
They’re easy to use—for recipients and senders
Reaching thousands of people in seconds is no small feat, especially with today’s rising workloads. But short codes are up to the challenge. They incorporate automation seamlessly into your workflows and are easy to administer with the support of an industry partner who will serve as your one-stop expert resource and liaison.
They’re effective
An astounding 98% of short code messages are read within three minutes— compared to the average 22% open rate reported by many email marketing platforms.
How is this possible? With short codes:
- You’re reaching out to people who want to hear from you.
- Messages are concise, clear, and timely by design.
- A call to action is built in—as you can see in the following message for a skiing facility: “Text POWDER for the latest snow and trail conditions.”
How to Get Started
Ready to start using short codes?
If your organization needs to cut through digital clutter, boost response rates, improve engagement, and do more with less, short codes—and these next four steps—are for you.
Think about your objectives and goals
Where could short code messaging generate the most value in your organization? The beauty of this type of campaign is that you can start with a project of any size and a wide variety of potential applications: notifications, promotions, fundraising, surveys, alerts, and beyond.
Choose and lease your short code
An industry partner can help you navigate available options, pricing, and terms, as well as implement campaign best practices.
Launch your campaign
Here’s where words work their magic. Along with the guidance of your industry partner or a specialized consultant, you’ll craft the message, offer, and call to action that will appear on screens across your community or customer base.
Track your results—and grow
Short codes make it simple to track how many people see and respond to a message. What’s more, every response to a text using your campaign’s keyword is a consumerinitiated lead. It’s also an opportunity to ask for feedback, offer special promotions, get the word out about different products and services, and strengthen the customer or community relationship.
“A well-developed call to action provides a unique way to mine for potential customers. When they get a response, an organization is starting an engagement they can build on over time. They’ll find out exactly who is responding and know how much it costs to reach them. Then they can quickly draw distinctions in terms of what the consumer wants and create customized experiences.”
-Jeff Simmons, Vice President of Technology Programs, CTIA
Take the Next Step
A short code campaign is easy to get set up and started—which is good news, because this is the
type of communication your customers, audiences, and community are asking for.
According to the Zendesk CX Trends 2024 report, 62% of customer experience leaders feel they
are behind in providing the more instant experiences that consumers expect, and 83% say that
data protection and cybersecurity are top priorities in their customer service strategies.
Short codes are a seamless, effective way to close the gaps and move into the future.
Ready to learn more about short codes?
- Text “TRUST” to 27522 to see how short codes work.
- Text “OPEN” to 27522 for more details about open rates.
- Text “CONVERT” to 27522 for tips about boosting customer engagement.
“There is no better way to gain direct access to a consumer than using a short code. Your message is delivered directly to someone, and they have previously consented to receive your messages.”
-Jeff Simmons, Vice President of Technology Programs, CTIA
