01 First impressions 02 Smart cross-channel 03 Nailing timing 04 AI differentiation 05 Make it happen

Chapter 3

Timing is everything. Don’t blow it!

Understanding your customers’ communication preferences and continuously optimizing your channel mix is key, but as our survey found, getting timing right is just as crucial.
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Reliable delivery and speed are everything

How quickly do consumers expect to hear from a company for different types of communications?

The lesson? Regardless of the channels you’re using, you must be on top of deliverability.

If your communications aren’t timely, or worse, never make it to the inbox, not only does it create unnecessary friction, but it can also affect your company’s reputation.

So how can you ensure you reach your customers quickly and reliably?

Here’s what to keep in mind to ensure your communications land where and when they should, every time. 

Sender reputation

Protect your email sender reputation by keeping your contact lists clean and segmenting them by engagement. You should also provide an easy way for subscribers to adjust their preferences.

Email compliance

Stay on top of email compliance and security standards, like DMARC authentication (Gmail and Yahoo now require it for all bulk senders). Check out our dedicated blog post to learn more about how email deliverability works.

Messaging network

For maximum deliverability on messaging channels, work with a partner who can handle any volume of traffic without a hitch, with direct connections to mobile operators worldwide and end-to-end control and visibility over its network.

Voice network

For phone calls, choose a provider with an independent, extensive, geo-redundant network to guarantee maximum reach, reliability, and service quality. handy checklist to help you choose a carrier with confidence.
What's the worst thing that can happen to a brand

Deliverability is a complex topic

To keep things simple and ensure you’ll always reach your customers at the right time, work with a communications partner who can take care of these complexities for you!

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Customer Story

Smooth and easy user verification at scale

Triodos Bank, a world leader in sustainable banking, uses Sinch SMS Verification to verify customer identities and transactions without compromising on user experience.

With industry-leading SMS delivery rates, Sinch ensures one-time passwords (OTPs) reach recipients in seconds.

“Sinch has simplified our operations with OTP functionality,” said David Barreales, IT Manager at Triodos Bank. “Customers receive a password quickly and easily, and then they can readily perform secure transactions in their accounts.”

Email deliverability is huge for SIGNiX. Without these emails being delivered in a timely and reliable manner, we would struggle to keep our customers happy.

Anthony Sims

Marketing Director at SIGNiX

Customer Story

Delivering millions of transactional emails with unmatched reliability

Sending millions of transactional emails every month while maintaining a good sender reputation can be challenging without the right technology partner. SIGNiX, a software provider in the e-signature space, turned to Sinch Mailgun to improve their sender reputation and achieved email delivery rates of over 99%.

Don’t be a spammer — but don’t underwhelm either

Yes, your customers want to hear from you, but not every 10 minutes, and not necessarily every day.

Getting frequency right is a big deal. Over 26% of the people we surveyed said receiving communications too frequently would discourage them from buying from a company. And believe it or not, but for nearly 10% of consumers, not sending enough communications is a potential dealbreaker, too.

Add this up, and it means that over 35% of consumers would end their relationship with a business due to communication frequency.

34%

want to receive them as often as they come up

25%

are open to receiving promotional communications once a day

26%

want to hear about promotions weekly

15%

chose “No more than monthly”

When we asked consumers how frequently they wanted to be contacted about promotions after signing up to receive communications from a company, we found that:

17%

are open to receiving them daily

40%

prefer to receive them weekly

24%

said “No more than monthly”

When it comes to newsletters with updates or tips sent to existing customers, our research revealed that:

The bottom line? Be transparent and flexible about frequency.

Make sure your subscribers know what to expect when they sign up to receive communications from your business, and even better, let them choose the frequency that’s right for them.

Connect where and when it matters Chapter 2 Connect where and when it matters Chatbots don't suck — but the way you're using them might Chapter 4 Chatbots don't suck — but the way you're using them might