SMS buyer's guide

The SMS industry is relatively new and unregulated, with few entry barriers. Virtually anyone can ‘set up shop’ and begin selling SMS, and as such, the market is plagued by small re-sellers with extremely unreliable messaging.

MessageMedia clients often come to us after 1st trying a novice supplier selling dirt cheap SMS. The overwhelming response is that it was a waste of time and money: messages not delivered, poor customer service, and even the supplier going broke, thereby rendering pre-paid credits worthless.

To make sure you get what you pay for, we recommend you ask your SMS provider these questions:

10 questions to ask an SMS provider

1. Does your company use 'Australian Originated' messaging?

Why it matters
There are many SMS providers in Australia who route their SMS traffic via “SS7” overseas gateways, much to the surprise of their customers, who are not aware of the poor reliability and lack of coverage associated with this type of service.

>> MessageMedia SMS traffic is backed by Australian carriers. We guarantee carrier grade reliability, our systems constantly monitor delivery speed to all networks, and our messaging is dynamically routed to ensure the fastest possible delivery time and 100% reliability. With MessageMedia, you get what you pay for – your messages delivered, quickly and cost-effectively.

2. How long has your company been providing SMS services?

Why it matters
These days, setting up an SMS service is a relatively simple process, which accounts for the high number of players in this space. When considering an SMS provider, do the due diligence and ensure that you select someone with a long-standing, solid reputation in the industry, backed by a proven track record for delivering quality service.

>> MessageMedia commenced operations in December 2000 and is the largest SMS service provider in Australia, with over 10,000 clients (and counting). We make a commitment to each and every one of our clients and have built a reputation based on service excellence.

3. Are you 'reselling' someone else's service - or did you develop your own technology?

Why it matters
Resellers have limited knowledge of the service, the technology or the industry. Their customer support often reflects this. These companies lack 'specialist' expertise and have difficulty delivering a quality service.

>> MessageMedia has developed all its gateway infrastructure and products in-house and is a world leader in the development of feature-rich, user-friendly SMS systems.

4. Can you provide replies to the sender? What about delivery tracking?

Why it matters
'Two-way' messaging dramatically expands the range of ways a business can harness SMS. For marketing related SMS, enabling replies for opt-outs is essential in complying with obligations imposed by the ACA. Delivery tracking provides certainty to the message sender and an audit trail of all messages sent and received.

>> MessageMedia provides two-way messaging and has pioneered the development of delivery tracking technology.

5. Who are some of your larger corporate customers?

Why it matters
Having large corporate customers indicates the SMS provider has successfully navigated the due diligence processes that large corporates impose on suppliers. It means their software and systems are scaleable and reliable, and their customer support process is strong.

>> MessageMedia's corporate customers include 8 of the top ten listed ASX companies, from BHP and Rio Tinto to the country’s 4 largest banks.

6. Is your service used in 'mission critical' communication functions by any well known organisations?

Why it matters
The reliability of your SMS service is key to whether it is trusted by your staff and therefore whether
they will utilise it.

>> MessageMedia is used by emergency services who demand reliability, ie the SES, CFA, Federal Police and ACT Ambulance Service.

7. Do you provide telephone customer support?

Why it matters
Working through a problem or question over the phone is the fastest and easiest form of support for most businesses.

>> MessageMedia welcomes customer support calls - and yes, a real person will answer the phone.

8. Do you provide an SLA?

Why it matters
A Service Level Agreement (SLA) is a critical measure of the SMS provider's commitment to
reliable service.

>> MessageMedia's systems are fully redundant. Our service commitment exceeds that of every SMS service provider worldwide – we guarantee 100% uptime. Click here to view our SLA.

9. If I sign up for your service but decide to cancel it after several weeks - will you provide me with a full 'money-back guarantee'?

Why it matters
A company that is confident enough to offer a money back guarantee knows that its service will meet customer expectations.

>> MessageMedia offers a 30 day 'full-refund' guarantee (including up to 20 messages per day free).

10. Do you provide SMS or other services for consumers?

Why it matters
Providers of consumer SMS are typically focused on graphics and ring-tones. Their businesses are generally based on minimum cost routing (international SMS) with low reliability and service levels.

>> MessageMedia only provides SMS services to business and organisational customers.