# About Name: Fyno Description: Fyno is a modern infrastructure for product and engineering teams to build and manage their notification or communications service with minimum effort. URL: https://www.fyno.io/blog # Navigation Menu - Blogs: https://fyno.io/blog - Talk to us: https://fyno.io/schedule-demo - Try for Free: https://app.fyno.io/login # Blog Posts ## Why 100% message deliverability matters in banking (and how to achieve it) Author: Karthik Pasupathy Published: 2025-04-04 Category: Articles Tags: Customer communication URL: https://www.fyno.io/blog/why-100percent-message-deliverability-matters-in-banking-and-how-to-achieve-it-cm92ajaan000fi9pa4ylyzykk In banking, a simple missed notification can have serious consequences. Imagine a customer unable to complete a transaction because an OTP never arrived, or missing a fraud alert that could have prevented unauthorized access to their account. These aren't just one-off incidents or minor inconveniences – they're critical failures that damage customer trust and potentially expose both customers and banks to financial risk. When we spoke with banking leaders across India, one concern came up repeatedly: message delivery reliability. From large private banks to rural cooperative banks, leaders expressed frustration with their current notification systems and the challenges of ensuring critical communications always reach their customers. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/100percent-deliverability-blog-1743741306190-compressed.png) The real cost of failed notifications ------------------------------------- Failed banking notifications create ripple effects throughout the organization. When messages don't reach customers, it leads to: * Financial losses for merchants when transactions can't be completed due to missing OTPs. * Increased support costs as customers flood call centers with inquiries about missing alerts. * Security vulnerabilities when fraud notifications fail to reach customers in time. * Regulatory non-compliance when mandatory communications aren't delivered. * Damaged trust when customers perceive the bank as unreliable. Why banking notifications fail ------------------------------ Understanding why notifications fail is the first step toward fixing the problem. Common failure points include: * Single-vendor dependencies where outages create system-wide failures. * Network congestion during peak transaction periods. * Regional carrier issues that affect message delivery in specific areas. * International routing problems that impact customers traveling abroad. * Technical limitations of legacy communication systems. Most banks still rely on single-vendor systems or manual failover processes. When primary channels experience issues, there's no automatic mechanism to switch to alternative delivery methods. This significantly increases the risk of undelivered or delayed messages. ### The case for 100% deliverability Banks that implement automated failover mechanisms report a 99.8% message delivery success rate, compared to 85-90% for those relying on single-vendor systems. This means automated failover can reduce message failures by up to 80%. But achieving this level of reliability requires more than just implementing a backup system. It demands an intelligent, holistic approach to message delivery that can adapt in real-time to changing conditions. How to achieve near-perfect message deliverability -------------------------------------------------- Here are key strategies for banking leaders looking to achieve exceptional message deliverability: #### Implement intelligent routing with automatic failover Create smart routing systems that can detect delivery failures in real-time and automatically switch to alternative channels. For example, if an SMS fails to deliver, the system should immediately attempt to reach the customer via WhatsApp, push notification, or email. #### Adopt an opti-channel approach Rather than treating all messages equally, implement an opti-channel strategy that selects the optimal channel based on message type, urgency, and customer preferences. Critical security alerts might be sent simultaneously through multiple channels, while routine updates can follow a sequential approach starting with the most cost-effective option. #### Monitor delivery in real-time Implement comprehensive monitoring tools that track message delivery status across all channels. Real-time dashboards should highlight delivery issues as they occur, allowing for immediate intervention when necessary. #### Create redundancy at every level Build redundancy into your messaging infrastructure by maintaining relationships with multiple vendors for each channel. This ensures that if one provider experiences issues, alternatives are readily available. #### Leverage data to optimize delivery Use analytics to understand which channels perform best for different customer segments and message types. Over time, this data can help optimize routing decisions to improve both deliverability and cost-efficiency. The Fyno approach to 100% deliverability ---------------------------------------- Modern communication platforms like Fyno are helping banks tackle these challenges through intelligent orchestration that automatically handles message routing, retries, and failovers. The platform's sophisticated routing algorithms consider factors like message priority, cost optimization, customer preferences and channel performance to ensure optimal delivery paths. When a primary channel experiences issues, the system automatically initiates failover sequences to alternate channels, ensuring critical communications reach customers without delay. This level of routing intelligence would require significant development effort to build in-house, but comes standard with modern customer communication management platforms like Fyno. ### Getting started If you're considering improving your bank's message deliverability, start with these steps: * Assess your current delivery rates across different message types and channels. * Identify critical communications that require the highest reliability. * Evaluate your current vendor relationships and consider adding redundancy where needed. * Explore modern communication platforms like Fyno that offer intelligent routing and failover capabilities. * Document your requirements for an ideal notification system, including integration needs and compliance considerations. Remember, in banking, communication isn't just about staying in touch – it's about maintaining trust, and enabling smooth customer experiences. Achieving near-perfect deliverability is no longer optional; it's a strategic necessity in the digital banking era. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How Fyno helps banks meet regulatory requirements for customer communication Author: Karthik Pasupathy Published: 2025-04-03 Category: Articles Tags: compliance, Customer communication URL: https://www.fyno.io/blog/how-fyno-helps-banks-meet-regulatory-requirements-for-customer-communication-cm92a418b000ci9papxcz8go5 Banks and financial institutions face strict regulatory requirements when communicating with customers. From data protection to message delivery, every aspect is governed by complex rules that change frequently. Meeting these requirements while delivering excellent customer service can be challenging. Based on our conversations with over 30 banks, we've identified the key regulatory challenges in customer communication and how Fyno's platform addresses them. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/bank-regulations-blog-1743740596013-compressed.png) ### The regulatory landscape for banking communications The Reserve Bank of India (RBI) has implemented several guidelines that significantly impact how banks communicate with customers. #### RBI localization requirements RBI now requires banks to route customer communications through domestic channels rather than relying on international providers. This means banks must transition away from global communication platforms to local service providers while maintaining service quality. Many banks are actively reducing transactions via third-party CPaaS vendors and shifting towards direct integrations with telcos, as per RBI's recommendations. However, managing these integrations and ensuring real-time compliance remains a significant challenge for financial institutions. #### Data protection and privacy regulations The Digital Personal Data Protection Act (DPDP) 2023 has established clear rules for handling customer data. Banks must obtain explicit consent before collecting or using personal information, and this consent must be specific and easy to withdraw. The act requires secure methods for storing and processing data, with systems that can quickly detect and fix security breaches. Banks must also clearly explain why they're collecting data, how it will be used, and how long it will be kept. #### TRAI guidelines for messaging The Telecom Regulatory Authority of India (TRAI) has specific rules for how banks send messages to customers: Only send messages to users who have explicitly opted in. Maintain transparent audit trails with timestamps and delivery confirmations. Follow strict content regulations to ensure messages are appropriate. #### RBI cybersecurity framework The RBI's cybersecurity framework requires banks to have a dedicated cybersecurity policy separate from their IT policies. This policy must address specific cyber threats with precision. Banks need to conduct continuous risk assessments, establish Security Operations Centers for real-time monitoring, and create robust incident response plans for managing cyber incidents. Board-level oversight is essential to make cybersecurity a core component of risk management. ### The challenges banks face in meeting these regulations Meeting these regulations presents several challenges for banks: #### Fragmented communication systems Most banks use multiple vendors for different communication channels—SMS, WhatsApp, email, and more. This fragmentation makes it difficult to track compliance across channels and maintain a complete audit trail. Many banks are implementing centralized systems for two main reasons: to gain a unified view across multiple systems and to create comprehensive audit trails for compliance purposes. #### Security and data protection Banks struggle to protect customer data while maintaining efficient communication. Implementing end-to-end encryption, secure data storage, and continuous monitoring across fragmented systems is complex and resource-intensive. #### Adapting to changing regulations Regulations evolve rapidly, requiring banks to constantly update their systems. Without a flexible platform, these updates demand significant time and resources from IT teams. #### Managing consent and preferences Banks must track customer consent across all channels and ensure communications respect these preferences. This becomes especially challenging when different teams manage different channels. How Fyno solves these regulatory challenges ------------------------------------------- Fyno's modern customer communication management platform helps banks address these regulatory requirements through several key features: #### Unified API for all communication channels Fyno provides a single API that connects with all communication channels, allowing banks to manage SMS, email, WhatsApp, and other channels from one platform. This creates a centralized view of all customer communications, making compliance monitoring and reporting much easier. #### Built-in compliance features The platform includes native support for regulatory requirements like RBI localization, DPDP, and TRAI guidelines. Features such as comprehensive audit logs, consent management, and data masking help banks maintain compliance without additional development work. #### Centralized template management Banks can create, store, and manage all message templates in one place, ensuring consistent compliance across channels. The platform automatically enforces regulatory requirements for different message types. #### Real-time monitoring and analytics Fyno provides detailed analytics on message delivery, engagement, and compliance. Banks can quickly identify and address any issues before they become regulatory concerns. #### End-to-end encryption and data protection The platform includes robust security features like end-to-end encryption, data masking, and secure storage to protect customer information in accordance with DPDP requirements. #### Automated failover mechanisms For critical messages like OTPs and transaction alerts, Fyno ensures delivery through intelligent failover systems that automatically switch channels if delivery fails. This helps banks meet regulatory requirements for important notifications. ### Real results for banking institutions Banks that have implemented Fyno have seen significant improvements in regulatory compliance and operational efficiency. One of the largest PSU banks in India reported saving 2-3 months of development effort and reducing engineering overhead by 80-90%. This allows their teams to focus on core banking innovations rather than maintaining their  communication infrastructure. ### The future of regulatory compliance in banking communication As regulations continue to evolve, banks need a solution that can adapt quickly. Fyno's continuous innovation ensures that banks can meet new requirements without major system overhauls. The platform's AI-driven features will help banks anticipate regulatory needs and optimize their communication strategies accordingly. From smart channel selection to dynamic budget optimization, these capabilities help banks stay compliant while delivering excellent customer experiences. By partnering with Fyno, banks can transform regulatory compliance from a burden into a competitive advantage, ensuring that their customer communications are secure, compliant, and effective in the ever-changing regulatory landscape. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 5 Reasons why Fyno is the go-to communication platform for banks Author: Karthik Pasupathy Published: 2025-03-26 Category: Articles URL: https://www.fyno.io/blog/5-reasons-why-fyno-is-the-go-to-communication-platform-for-banks-cm8s9rwjb000ddo5mwhomz6bh When customers trust you with their money, they expect flawless communication. Yet most banks struggle with fragmented messaging systems that fail at critical moments. Your customer gets a payment confirmation via email but misses a fraud alert because your service provider had failed or it was sent to a communication channel that your customers barely use. Every missed or delayed notification doesn't just inconvenience your customer – it can lead to cascading financial issues and damaged relationships.  ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/4-reasons-why-fyno-is-a-great-fit-for-banks-1-1743136327983-compressed.png) ​ Leading banks have discovered that solving this challenge requires more than just another tool. They understood that they need a comprehensive platform designed specifically for the unique demands of financial communications. This is especially true as customers increasingly expect real-time updates across multiple channels – from traditional SMS to WhatsApp and beyond. That's why forward-thinking banks are turning to specialized platforms like Fyno that are purpose-built for financial institutions. If you're wondering what makes Fyno the go-to choice for banks and others in the BFSI sector, we don't have one, but five reasons. Here they are! 100% deliverability: Never miss a critical banking alert -------------------------------------------------------- Banking communications aren't optional—they're essential. When a suspicious transaction occurs, that alert needs to reach your customer immediately, regardless of network issues or channel limitations. Fyno's intelligent routing ensures your messages always find their destination. If a fraud alert sent via SMS fails to deliver, the system automatically tries WhatsApp. If that fails, it moves to email or push notifications. This smart failover happens in seconds, ensuring time-sensitive banking alerts never fall through the cracks. For international banks, this capability becomes even more valuable. Banks with global operations face the challenge of navigating diverse telecom ecosystems and customer preferences across countries. Fyno solves this by enabling messages to be routed through local telecom providers in each region, optimizing for deliverability and cost. The platform also adapts to channel preferences by country – using WhatsApp in regions where it dominates, SMS where it's preferred, or even RCS in supported markets. Whether it's a transaction confirmation in London routed through a UK telecom provider via SMS or a payment reminder in India delivered through WhatsApp, your message gets through using the most effective local channel and provider. Adheres to all compliance frameworks ------------------------------------ Banking is one of the most heavily regulated industries, with communication requirements varying dramatically across regions. What's compliant in one country might violate regulations in another. Fyno simplifies this regulatory maze with built-in compliance tools designed specifically for financial institutions. The platform manages communication preferences, consent tracking, and DND (Do Not Disturb) restrictions automatically across all channels. This means you can send account updates, promotional offers, and security alerts without worrying about violating messaging regulations. For banks operating in India, Fyno even streamlines the complex DLT registration process for SMS messages. Instead of managing approvals across multiple telecom portals, you can handle everything from a single interface. This reduces the administrative burden while ensuring all your messages remain compliant. Bank-grade security for sensitive communications ------------------------------------------------ Financial messages contain some of the most sensitive customer information. Account balances, transaction details, and nominee information, etc. that require protection at every step of the delivery process. Fyno was built with bank-grade security from the ground up. The platform offers advanced encryption for messages in transit and at rest, protecting customer data from unauthorized access. Sophisticated user controls let you limit who can create, approve, and send different types of communications within your organization. The platform's data masking and hashing capabilities provide an additional layer of protection. Sensitive information like account numbers can be automatically masked in logs and reports, reducing the risk of exposure during analysis and troubleshooting. This comprehensive security approach helps banks maintain customer trust while meeting their communication goals. Real-time visibility into messaging performance ----------------------------------------------- Most banks are flying blind when it comes to communication performance. They know messages are being sent, but they can't tell which ones are actually reaching customers or driving engagement. Fyno's powerful analytics dashboard gives you complete visibility into your messaging ecosystem. Track delivery rates, open rates, and response times across all channels from a single interface. See which message types generate the most customer engagement and which ones might need improvement. For banks sending high volumes of transaction notifications, this visibility is game-changing. You can quickly identify delivery patterns, spot potential issues before they affect customers, and optimize your communication strategy based on actual performance data. This level of insight helps you deliver a more consistent, effective customer experience while reducing support costs related to missed or confusing communications. Banks that switch to Fyno typically see dramatic improvements in their communication effectiveness. Not only do critical messages reach customers more reliably, but the entire process becomes more efficient. Engineering teams spend less time maintaining communication infrastructure and more time building core banking features that drive growth. Zero engineering bottlenecks with no-code workflows --------------------------------------------------- For most banks, making changes to customer communication systems is a painful process. Adding a new notification type or changing an SMS provider often requires weeks of planning, coding, and testing – pulling valuable engineering resources away from core banking features. Fyno eliminates these bottlenecks with its intuitive no-code workflow builder. Banking teams can design sophisticated communication flows, modify message templates, and even change service providers without writing a single line of code. This means your product teams can update communication strategies without waiting for engineering sprints or deployment windows. The platform's unified API approach further reduces engineering overhead. Instead of building and maintaining separate integrations for each communication channel, your team only needs to integrate once with Fyno. When you want to add a new channel like WhatsApp or switch SMS providers, these changes happen in the Fyno interface – not in your codebase. Banks using Fyno typically report dramatic reductions in engineering effort. One financial services customer mentioned saving 2-3 months of development effort and 80-90% of continuous engineering effort after implementing the platform. This means your technical teams can focus on building innovative banking features rather than maintaining communication infrastructure. In today's banking environment, seamless communication isn't just a nice-to-have—it's essential for maintaining customer trust and satisfaction. With Fyno, banks can deliver the reliable, secure, and compliant messaging experience their customers expect. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Simplify credit card contact management with Fyno Author: Karthik Pasupathy Published: 2025-03-20 Category: Resources Tags: card management URL: https://www.fyno.io/blog/simplify-credit-card-contact-management-with-fyno-cm8hih7wd000a13b6i3f2n0wo ​In today's banking landscape, managing multiple payment cards for a single account presents unique challenges. When several family members or employees hold different cards linked to the same account, communications become unnecessarily complicated. Transaction alerts, security notifications, and one-time passwords (OTPs) often go only to the primary account holder instead of the actual card user, creating frustration and potential security risks. This is where Fyno offers a simple yet powerful solution for banks, credit unions, neobanks, and fintechs. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/card-management-1742485765123-compressed.png) The problem with traditional card management -------------------------------------------- Think about a typical family banking scenario: a primary account holder gets cards for their spouse and adult children. Or consider a business account with cards issued to multiple employees. In both cases, the current system has a critical flaw: all communications go to the primary account holder. This creates several problems: * The primary admin must relay OTPs and transaction alerts to each card user, creating delays and inconvenience. * Card users miss critical updates about their own transactions, potentially missing fraudulent activity. * These delays create security risks and cause frustration for everyone involved. Fyno's solution: seamless contact management -------------------------------------------- Fyno has created a no-code solution that helps financial institutions solve this problem elegantly. The platform allows banks to connect specific contacts with specific cards, ensuring that each card user receives their own notifications directly. The best part? This solution can be integrated within days, not weeks, without requiring extensive engineering resources. Key features that make Fyno stand out ------------------------------------- ### Pre-built UI for contact management Fyno provides a ready-to-use interface that financial institutions can offer their customers. This UI can be: * Customized to match your banking app's design * Enhanced with additional security features like two-factor authentication * Easily expanded with additional attributes as needed * Monitored through comprehensive audit trails ### Smart business logic layer Behind the intuitive interface lies a powerful workflow engine. With Fyno's drag-and-drop no-code builder, banks can create sophisticated wprkflows to: * Route messages based on user preferences * Ensure 100% delivery with automated failover protocols * Sync data from existing systems in real time This means that when a transaction occurs, the system automatically identifies the associated card user and sends notifications directly to them, not just to the primary account holder. ### Instant access to new communication channels Modern customers expect to interact with their financial institutions through their preferred channels. Fyno makes it easy to add emerging channels like WhatsApp and RCS (Rich Communication Services) to your communication workflows. These channels offer impressive benefits: * 98% open rates * 40% higher conversion rates compared to traditional SMS and email * Immediate reach where customers already spend their time How it works? ------------- Fyno's architecture connects seamlessly with your existing banking stack: 1. Your primary admin can easily assign contacts to specific cards through Fyno's user interface 2. When a transaction or security event occurs, your system sends a message trigger to Fyno 3. Fyno's workflow layer processes the information, fetches the correct contact data 4. The system transforms the data and sends the message through the appropriate channel 5. The actual card user receives the notification directly This process happens instantly, ensuring that important communications reach the right person at the right time. Benefits for financial institutions ----------------------------------- Implementing Fyno's card management solution delivers multiple advantages: **Enhanced security**: Each card user receives their own security alerts and OTPs, reducing the risk of fraud. **Improved customer experience**: No more frustration from delayed messages or missed notifications. **Reduced support burden**: Fewer calls from customers complaining about the failed transactions due to notifications going to the admin **Future-proof technology**: Easily add new communication channels as customer preferences evolve. **Rapid implementation**: Get up and running in days with minimal engineering effort. Ready to transform your card management experience? --------------------------------------------------- If your financial institution struggles with the limitations of traditional contact management for your cards, Fyno offers a simple and straightforward solution. By ensuring each card user receives their own communications directly, you can enhance security, improve customer satisfaction, and reduce operational headaches. The best part is that implementing this solution doesn't require months of development work or extensive technical resources. Fyno's no-code approach means you can integrate this functionality quickly and start seeing benefits immediately. To learn more about how Fyno can help your institution simplify card management and improve customer communications, reach out to their team at sales@fyno.io to schedule a demo. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## A step-by-step guide to evaluating the right customer communication tool Author: Karthik Pasupathy Published: 2025-03-19 Category: Articles Tags: Communication experience, Customer communication URL: https://www.fyno.io/blog/a-step-by-step-guide-to-evaluating-the-right-customer-communication-tool-cm8i1dkxq001jnrewn0cdb5zb Effective customer communication is critical for enterprise companies. Whether it's transactional updates, marketing messages, or system alerts, businesses need a **reliable, scalable, and secure** customer communication tool. Choosing the right customer communication tool requires careful evaluation to ensure seamless integration, compliance, and optimal user engagement. Here is a step-by-step guide to help enterprises evaluate the right customer communication tool. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/step-by-step-guide-to-choosing-the-right-communication-tool-1742516622677-compressed.png) 1\. Start with the basics: what do you really need? --------------------------------------------------- Before diving into features and specifications, outline your core communication needs. * Identify the types of messages you send, whether transactional updates, marketing campaigns, or system alerts. * Determine the communication channels your customers prefer, such as email, SMS, RCS, WhatsApp, or push notifications * Evaluate your current setup and identify pain points like delays, lost messages, or lack of personalization A well-defined messaging strategy ensures that the tool you choose aligns with your business objectives and customer expectations. 2\. Technical must-haves: the non-negotiables --------------------------------------------- A communication tool should be scalable, reliable, and secure to support business growth and maintain compliance. ### Scalability: can the platform grow with me? * Should support millions of messages without delays or failures * Automatic scaling to accommodate traffic spikes * Load balancing to prevent system overload ### Reliability: will my messages always be delivered? * Smart message queuing for better delivery management * Automatic retries to resend undelivered messages * Backup channels for fallback delivery, such as switching from SMS to email ### Security: is my customer data protected? * End-to-end encryption for data protection * Role-based access control to prevent unauthorized actions * Compliance with GDPR, CCPA, and industry-specific regulations 3\. Seamless integration with your tech stack --------------------------------------------- A great communication tool should fit into your existing systems without major rework. Key integration requirements include: * Easy API access for quick and efficient data exchange * Pre-built connectors for common platforms like OneSignal, Amazon SES, Mailchimp, Twilio, etc. * Support for all the latest communication channels without additional coding effort Without smooth integrations, your engineering teams might struggle with data silos and disconnected messaging workflows. 4\. Personalization and user engagement --------------------------------------- Effective communication is more than just sending messages. It’s about sending the right message at the right time. * User preference management to allow customers to choose their preferred notification channels * Smart routing to prioritize the best channel based on customer behavior and urgency * Dynamic content personalization to tailor messages based on past interactions and data insights Personalized messaging improves engagement rates, reduces opt-outs, and enhances customer satisfaction. 5\. Preference and consent management ------------------------------------- Managing user preferences and consent is essential for regulatory compliance and building trust with customers. * Provide clear opt-in and opt-out mechanisms for notifications across all channels * Offer granular control so users can choose the types of messages they want to receive * Maintain an updated consent database to ensure compliance with GDPR, CCPA, and other privacy regulations * Automate consent management through APIs and SDKs that sync preferences across multiple channels * Regularly audit consent records to prevent compliance violations and improve customer transparency An effective preference and consent management system ensures that businesses respect customer choices while maintaining legal compliance. 6\. Real-time tracking and analytics ------------------------------------ To continuously improve communication strategies, enterprises need real-time visibility into performance metrics. * Delivery and open rates to track which messages are reaching customers and how they interact with them * Error tracking and dead-letter queue to identify failed deliveries and analyze reasons for message failures * Channel and vendor performance to identify the gaps and optimize the routing workflows for efficient delivery and maximum engagement. Without robust analytics, businesses risk sending ineffective messages without understanding their impact. 7\. Watch out for common challenges ----------------------------------- Problem What it looks like How to avoid it? Integration issues Systems don’t sync properly Choose tools with flexible APIs and pre-built connectors Security gaps Risk of data breaches Ensure end-to-end encryption and strict access controls Scaling problems Scaling problems Opt for cloud-native solutions with auto-scaling High messaging costs Overspending on inefficient channels Use smart routing to optimize costs Anticipating these issues helps businesses avoid operational disruptions and customer dissatisfaction. 8\. Planning for future growth ------------------------------ Your customer communication needs will evolve, so selecting a future-proof tool is essential. Look for: * Cloud-native architecture to support global availability * Regular feature updates to stay ahead of industry trends * Reliable customer support to assist with implementation and scaling A communication tool should grow with your business rather than become an obstacle to expansion. 8\. Why Fyno is the right choice for enterprises ------------------------------------------------ Fyno is designed to simplify customer communication while ensuring reliability, scalability, and security. #### Seamless integration * One API for managing notifications across multiple channels * Pre-built integrations with leading service providers and telecom operators * No-code workflow builder for easy automation #### Scalable and reliable * Auto-scaling capabilities to handle increasing traffic loads * Load balancing and failover mechanisms for uninterrupted service * Smart routing to deliver messages via the most cost-effective channels #### Security and compliance * End-to-end encryption for secure message transmission * GDPR, CCPA, and HIPAA compliance * Role-based access control for user authentication #### Advanced analytics and cost optimization * Real-time dashboard insights for tracking message performance * A/B testing and engagement tracking * Intelligent cost-saving mechanisms to optimize spend on messaging ### Final thoughts Choosing the right customer communication tool is a strategic decision that impacts customer experience, operational efficiency, and scalability. Enterprises should focus on scalability, reliability, security, and seamless integration when evaluating their options. Fyno simplifies enterprise communication by eliminating complexity and empowering teams to deliver seamless, efficient, and cost-effective customer notifications. Looking for a scalable and future-proof communication tool? Contact Fyno today. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why does WhatsApp show my messages as both delivered and failed? Author: Ashwin Agarwal Published: 2025-03-06 Category: Resources Tags: WhatsApp URL: https://www.fyno.io/blog/why-does-whatsapp-show-my-messages-as-both-delivered-and-failed-cm7x97mbe000ifoil08bmp9qg If you're using WhatsApp Business API, you might have encountered a peculiar situation where you receive both "DELIVERED" and "FAILED" (or "UNDELIVERED") status updates for the same message. This can be confusing, especially when trying to ensure reliable message delivery. In this blog post, let's dive into why this occurs and what it means. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-message-failed-and-delivered-1741262754547-compressed.png) ### Why is this happening? In some rare cases, WhatsApp Business API may send both a "delivered" status webhook and a "failed" status webhook for a single message. This seemingly contradictory behavior occurs due to how WhatsApp manages multi-device logins. Additionally, you may also receive multiple "DELIVERED" status webhooks for a single message if the message is successfully delivered to multiple devices. ### Multi-device dynamics When a customer uses WhatsApp on multiple devices (e.g., a smartphone, a tablet, and a desktop), the message delivery process becomes more complex. Here's a breakdown: * **Successful delivery:** If the message is successfully delivered to at least one of the customer's active devices, WhatsApp Business API will trigger a "delivered" status webhook. This indicates that the message has reached at least one of the intended recipients' devices. * **Failed delivery:** Simultaneously, if the message fails to be delivered to one or more of the other devices (due to connectivity issues, device limitations, or other factors), the API will also trigger a "failed" or "undelivered" status webhook. This behavior is documented within the Meta for Developers documentation, providing clarification on how webhooks function, especially concerning message status updates. You can find more details here: [WhatsApp Cloud API Webhooks](https://developers.facebook.com/docs/whatsapp/cloud-api/support#webhooks) ### Key Takeaway It's crucial to understand that receiving a "delivered" status webhook means the message has been successfully delivered to at least one of the user's registered devices. Therefore, the message has reached the user. The "failed" status simply indicates that delivery to all devices was not universally successful. Also, be aware that multiple delivered statuses can be sent. ### Practical implications * When analyzing message delivery reports, consider that a "delivered" status confirms successful delivery to at least one device. * The "failed" status, in conjunction with a "delivered" status, highlights potential delivery issues on specific devices, but doesn't negate the overall delivery success. * When evaluating reports, you should consider that the message has been delivered to the end user, if the delivered status has been sent. ### Conclusion The simultaneous occurrence of "delivered" and "failed" (or multiple "delivered") status updates in the WhatsApp Business API is a result of the platform's multi-device functionality. While it might seem counterintuitive, it provides a more granular view of message delivery across a user's devices. By understanding this behavior, you can accurately interpret message delivery reports and ensure effective communication with your customers. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why do you need a communication middleware? Author: Karthik Pasupathy Published: 2025-02-28 Category: Articles Tags: middleware, Customer communication URL: https://www.fyno.io/blog/why-do-you-need-a-communication-middleware-cm7o8f96p00m7ip0l3k7jldv3 Every day, your business sends hundreds or thousands of transactional notifications to customers. Password reset emails. Order confirmation texts. Payment receipt notifications. Shipping updates. Account security alerts. Two-factor authentication codes. Appointment reminders. The list goes on and on. For each of these notifications, your engineering team has built complex workflows that determine: * When a notification should be sent * Which channel to use (SMS, email, WhatsApp, push notification) * What happens if the message isn't delivered * How to track if the message was received and read * What to do if a customer responds Building these workflows isn't a one-time effort. Each workflow requires integrations with multiple service providers, continuous optimization, and constant maintenance. A simple change like switching SMS providers or updating a message template often requires weeks of planning, coding, testing, and deployment. The result? Your engineering team spends valuable time maintaining notification infrastructure instead of building your core product features. Your product and marketing teams wait weeks for simple messaging updates. And your customers still miss important notifications when one channel fails. This is the hidden cost of transactional notifications. As communication channels multiply and customer expectations evolve, managing this complex ecosystem becomes increasingly challenging. This is where communication middleware comes in – the solution that's transforming how businesses connect with their customers. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/why-do-you-need-a-communication-middleware-1740714496298-compressed.png) ### What is a Communication Middleware? Communication middleware is a specialized software layer that sits between your business applications and various communication channels. It serves as a central hub that manages all aspects of your customer messaging – from receiving notification triggers from your systems to delivering messages through the appropriate channels. Think of it as an intelligent switchboard for your customer communications. When your application needs to send a notification, it sends a single request to the middleware. The middleware then handles all the complexity of: * Formatting the message appropriately for each channel * Selecting the optimal delivery channel based on message type, customer preferences, and other factors * Managing connections with multiple service providers * Handling delivery failures and retries * Tracking message delivery and engagement * Processing responses from customers This abstraction layer shields your core systems from the growing complexity of the communication landscape while providing greater flexibility, reliability, and insight into your customer messaging. Now, let's explore why this has become essential for modern businesses. ### Today's communication challenges Today, we have more ways to reach customers than ever before – from traditional channels like SMS and email to newer platforms like WhatsApp, push notifications, and rich communication services (RCS). While this abundance of channels creates opportunities, it also presents significant challenges: * **Channel overload**: Each communication channel has its own unique capabilities, limitations, and technical requirements. Managing them individually becomes a logistical nightmare. * **Multiple service providers**: For a single channel like SMS, you might use different providers across regions to optimize for cost and deliverability. This means managing multiple vendor relationships, APIs, and billing structures. * **Engineering resource drain**: Your engineering team ends up spending valuable time building and maintaining integrations rather than focusing on your core product. Every channel addition or provider switch requires coding, testing, and deployment. * **Inconsistent messaging**: Without centralized management, maintaining a consistent voice and brand experience across channels becomes very challenging. * **Deliverability issues**: Messages fail to reach customers due to channel-specific limitations or failures, with no automatic fallback options. * **Cost inefficiencies**: Without visibility into channel performance and costs, you end up sending messages through expensive channels when cheaper alternatives would work just as well. * **Compliance complexity**: Different channels have different regulatory requirements, making compliance a moving target that's hard to hit consistently. The traditional approach to solving these problems has been building in-house notification systems. However, this "build it yourself" approach comes with significant drawbacks: * **The never-ending fire drill**: Every update and unexpected bug puts your team into firefighter mode, pulling them away from building the essential features that drive your product forward. * **The v1 illusion**: Building a functional system is just the start. Your communication infrastructure needs to be easy to use, easy to scale, and have the right capabilities to deliver exceptional customer experiences – all requiring ongoing investment and resources. * **The cost vortex**: Developer hours, infrastructure expenses, lost opportunities due to delays… Without the structure of a dedicated platform, these costs become difficult to track and justify. ### The Solution Communication middleware serves as a centralized hub for all your messaging needs, abstracting away the complexity of dealing with multiple channels and providers. Here's why it's becoming essential for modern businesses: * **Unified control**: Instead of managing multiple channels and providers separately, middleware provides a single platform to orchestrate all your communication efforts. * **Simplified integration**: Rather than integrating with each provider directly, your engineering team only needs to integrate with one API – the middleware platform. This dramatically reduces development and maintenance overhead. * **Intelligent routing**: A good middleware solution can automatically select the optimal channel for each message based on factors like cost, deliverability, channel performance, vendor performance, and customer preferences. * **Failover mechanisms**: When a message fails to deliver through one channel, middleware can automatically retry through alternative channels, ensuring your messages always reach their destination. * **Cost optimization**: By intelligently routing messages through the most cost-effective channels and providing visibility into channel performance, middleware helps reduce unnecessary expenditure. * **Centralized analytics**: Get a comprehensive view of your messaging performance across all channels, making it easier to optimize your communication strategy. * **Future-proofing**: As new channels emerge or existing ones evolve, middleware enables you to adapt quickly without significant engineering effort. You can easily experiment with new channels or switch providers without touching your codebase. ### Fyno: Middleware done right While several solutions attempt to address these challenges, Fyno stands out as a modern customer communication management platform that truly understands the complexities of enterprise messaging. Here's what makes Fyno the perfect middleware for your organization: * **Universal integration layer**: Fyno provides a unified API that connects with any channel or service provider. No matter which channels or providers you use – from SMS and email to WhatsApp and push notifications – Fyno brings them all together under one roof. * **Logical orchestration layer**: With Fyno's intuitive workflow builder, you can design sophisticated communication flows without writing a single line of code. This empowers your marketing and product teams to create and modify messaging strategies without depending on engineering resources. * **Opti-channel approach**: Unlike simple multi-channel solutions, Fyno's opti-channel strategy ensures that messages are delivered through the most effective channel for each specific interaction. This intelligent approach improves engagement while reducing costs. * **Enterprise-grade security**: Fyno prioritizes data protection through encryption, access management, and fraud prevention mechanisms, ensuring your customer communications remain secure and compliant. * **Centralized template management**: Create, store, and manage messaging templates for all communication channels in one intuitive interface. This ensures consistent messaging and significantly simplifies template maintenance. * **Cost intelligence**: Fyno provides visibility into messaging costs across all channels and helps optimize spending by routing messages through the most cost-effective channels without sacrificing effectiveness. * **Plug-and-play architecture**: The days of extensive sprint planning and code changes for communication updates are over. With Fyno, you can switch providers, update templates, or modify workflows without touching your product's codebase. ### Real-World Impact Let's look at how a communication middleware like Fyno transforms real business scenarios: **Financial Services**: A bank needs to send transaction alerts that absolutely cannot fail. With Fyno, they can set up intelligent workflows that automatically try SMS first, then WhatsApp, then email if the previous channels fail. This ensures critical notifications always reach customers, reducing support tickets and improving customer trust. **E-commerce**: An online retailer wants to optimize its order update notifications. Using Fyno, they can analyze which channels perform best for different types of updates and automatically route messages accordingly. Order confirmations might go through email, while shipping updates are sent via SMS or WhatsApp, all without requiring custom development work. One Fyno customer reported: "We have easily saved 2-3 months of development effort and 80-90% of continuous engineering effort by using Fyno." This dramatic reduction in engineering overhead allowed them to redirect resources to core product development while improving their customer communication experience. ### Beyond In-House Solutions We understand the hesitation to abandon something your team built. Change is rarely easy, but sometimes it's essential. Fyno isn't about dismissing your hard work – it's about empowering you to take that work further. The idea that tech companies must build everything in-house is outdated. Just as you leverage cloud infrastructure like AWS or Azure, outsourcing functions like notifications lets you focus on what truly sets your product apart. Whether through a seamless integration or a gradual transition, Fyno partners with you to create a communication solution that scales alongside your success, not against it. ### The Future As customer expectations continue to evolve and new communication channels emerge, the role of middleware will only grow in importance. Future trends in this space include: * **AI-powered optimization**: Using artificial intelligence to automatically select channels and timing based on individual customer preferences and behavior patterns. * **Deeper context awareness**: Incorporating more customer data to tailor not just the channel, but the message content and delivery timing for maximum relevance. * **Expanded channel Support**: Supporting emerging channels like Rich Communication Services (RCS), Apple Business Chat, and other conversational platforms. Fyno is already at the forefront of these trends, continuously enhancing its platform to ensure organizations can adapt to the ever-changing communication landscape without the burden of constant redevelopment. ### Next Steps If you're struggling with the complexity of managing multiple communication channels, burning valuable engineering resources on notification infrastructure, or facing deliverability and cost challenges with your current approach, it's time to consider a communication middleware solution like Fyno. A powerful middleware platform handles the complexities of notifications, freeing your team to innovate, improve your product, and deliver the best possible customer experience. Ready to transform your customer communication strategy? Talk to Fyno today and discover how our middleware solution can help you achieve communication excellence with less effort and greater impact. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 5 Fyno features that will change your customer communication strategy Author: Karthik Pasupathy Published: 2025-02-27 Category: Resources Tags: product, feature preview URL: https://www.fyno.io/blog/5-fyno-features-that-will-change-your-customer-communication-strategy-cm7ncd4n500l9ip0ltnlx304e ​Your engineering team just spent three quarters building a notification system for your product. Yet somehow, critical messages still fail to reach customers, costs are spiraling out of control, and every time you want to switch providers or add a new channel, you're looking at weeks of development work. Sound familiar? This scenario plays out in companies across the globe every day. The truth is, communication infrastructure has become the silent productivity killer for many engineering teams. While your developers should be focused on building your core product, they're instead trapped in an endless cycle of maintaining and patching notification systems. Fyno was born from this exact frustration. As a modern customer communication management platform, we've identified the five most powerful features that are helping companies break free from notification infrastructure nightmares. These aren't just incremental improvements – they're game-changers that can fundamentally transform how you connect with customers while reclaiming valuable engineering resources. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/5-fyno-features-to-help-your-comms-strategy-1740661238383-compressed.png) ### Opti-channel messaging that reaches customers where they are Forget multichannel or even omnichannel approaches. Fyno takes customer communication to the next level with opti-channel messaging. Unlike traditional methods that focus on making multiple channels available, the opti-channel approach prioritizes delivering the right message through the right channel at the right time for each individual customer. Imagine this: A customer in a tier 1 city might prefer receiving transaction confirmations via WhatsApp but marketing messages through email. Meanwhile, a customer in a tier 2 town might prefer all communications on SMS due to limited internet connectivity.  Fyno's intelligent opti-channel system analyzes customer preferences, past interactions, and message types to automatically select the most effective channel for each situation. This targeted approach leads to higher open and response rates, deeper customer insights, and significantly reduced costs compared to sending messages on all channels at once, which many businesses resort to. ### No-code workflow builder that puts you in control One of the biggest challenges with communication infrastructure is the constant need for engineering resources to make even minor changes. Want to switch SMS providers? That's a sprint. Need to update a message template? Get in line for the next deployment. Fyno's no-code workflow builder changes all that. It offers a centralized, user-friendly platform where your entire team (not just engineers) can seamlessly manage multiple communication channels, create workflows, and control templates.  The best part? Changes you make to workflows or parameters won't affect API endpoints, eliminating the need for lengthy planning or sprint cycles to deploy updates. With Fyno, your product and marketing teams can design sophisticated workflows based on user attributes like subscription status, location, or behavior. They can deliver personalized notifications that resonate with specific audience segments, boosting engagement and conversion rates – all without touching a single line of code. ### Smart routing and failover to ensure 100% deliverability Nothing damages customer trust faster than missed notifications. Whether it's a time-sensitive security alert or an important account update, your customers expect reliable communication. Fyno's intelligent routing and failover systems make sure your notifications get through, even when a primary channel experiences issues. If an SMS fails to deliver, the system automatically tries WhatsApp. If that fails, it moves to email, and so on – all based on your predefined preferences and rules. This level of reliability is especially crucial for financial institutions and logistics companies, where missed messages can lead to serious customer concerns and support tickets. With Fyno, you can achieve near-perfect deliverability rates, ensuring critical information always reaches your customers regardless of channel failures or network issues. ### Centralized template management for consistent messaging Managing message templates across multiple channels and providers is a logistical nightmare for most businesses. Different character limits, formatting requirements, and approval processes create inconsistent messaging and endless headaches. Fyno solves this with centralized template management. You can create, store, and manage messaging templates for all communication channels in one intuitive interface. The "What You See Is What You Get" editor simplifies template creation, allowing users to design professional, on-brand templates without technical knowledge. For businesses dealing with regulatory requirements like DLT registration for SMS in India, Fyno even streamlines content template approvals. Instead of juggling multiple portals for different telecoms, you can manage everything from within Fyno, saving enormous amounts of time and ensuring compliance across all your messaging. ### Cost optimization that reduces expenses while improving results Most businesses have no idea how much they're really spending on customer communications. Developer hours, infrastructure expenses, and messaging costs across multiple providers quickly add up, but the lack of centralized tracking makes it impossible to optimize. Fyno's cost optimization features bring visibility and control to your communication expenses. The platform's opti-channel approach analyzes which channels perform best for different interactions, offering data-driven recommendations to improve your communication workflows. By intelligently selecting the most cost-effective channel for each message type, you can reduce communication costs by up to 70% without sacrificing effectiveness. Moreover, the platform's ability to distribute message loads and set up failover protocols means you're never overpaying for underperforming channels. This level of optimization is especially valuable for high-volume senders like banks, e-commerce platforms, and logistics companies. ### The future of customer communication is here The days of fragmented, inefficient communication infrastructure are over. With Fyno's powerful features, businesses can finally break free from the cycle of constant fixes, hidden costs, and stolen focus. By centralizing your communication strategy on a platform built for the modern digital landscape, you can deliver exceptional customer experiences while freeing your team to focus on what truly matters – building a great product. Ready to transform your customer communication strategy? Talk to Fyno today and discover how these game-changing features can work for your business. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Throughput vs. latency in notification Systems: A beginner's guide Author: Karthik Pasupathy Published: 2025-02-20 Category: Thought leadership Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/throughput-vs-latency-in-notification-systems-a-beginners-guide-cm7eazgze000gip0la1zhkw1x Ever wondered why some notifications arrive instantly while others take their sweet time? Or why your system struggles when sending messages to thousands of users at once? Let's break down two critical factors that affect your notification system's performance: throughput and latency. Understanding the basics ------------------------ Think of your notification system like a highway. Throughput is similar to how many cars can pass through in an hour, while latency is how long it takes one car to get from start to finish. In technical terms, throughput represents how many messages you can send per second, and latency is how long it takes for a message to reach its recipient. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/b64-1740114336495-compressed.png) Why throughput and latency matters for your business? When sending service messages or alerts, throughput becomes crucial as you will be send messages to all your customers simultaneously. In those cases, your system needs to handle massive spikes in message volume. Peak hours present another challenge, requiring robust throughput to manage high volumes of notifications. Latency plays a vital role in time-sensitive communications. When sending OTP codes for authentication, every second counts. The same applies to payment confirmations and security alerts. For services like delivery tracking or ride-sharing, real-time updates depend heavily on low latency to maintain a smooth user experience. Common throughput challenges ---------------------------- Service providers often impose strict rate limits on message sending. Most SMS providers cap messages at 30-50 per second, while email providers typically enforce daily sending limits. WhatsApp maintains strict rate limiting based on quality scores and message types. Infrastructure creates another set of challenges. Database connection limits, API endpoint capacity, and queue processing speed can all become bottlenecks in your system. These technical constraints directly impact your ability to send messages at scale. Cost considerations also play a crucial role. Higher throughput generally requires more robust infrastructure, leading to increased operational costs. Finding the right balance between speed and budget becomes essential for sustainable operations. Latency issues to watch for --------------------------- Network delays form the first hurdle in achieving low latency. Provider processing time, internet routing delays, and mobile network congestion all add up to impact message delivery speed. Processing overhead creates additional delays through template rendering, user data lookups, and channel selection logic. Queue management presents another challenge. Your system needs to handle message prioritization effectively, manage queue backlogs, and allocate resources efficiently to maintain acceptable latency levels. Best Practices for Optimization ------------------------------- ### Improving throughput Instead of sending messages one by one, implement batching for better efficiency. Consider working with multiple providers to distribute your message load. This approach allows you to implement smart routing based on provider capacity and maintain fallback options for reliability. Database optimization plays a crucial role in maintaining high throughput. Implement connection pooling, develop effective caching strategies, and batch your database operations to prevent bottlenecks. ### Reducing latency Message prioritization becomes essential for managing latency. Smart channel selection helps minimize delivery times. Consider factors like message urgency, user preferences, and time zones when choosing delivery channels. Implement automatic fallback to faster channels when needed. Infrastructure optimization can significantly impact latency. Deploy your services across multiple regions, utilize content delivery networks, and implement proper caching strategies to reduce delivery times. ### Monitoring and maintenance Successful notification systems require constant monitoring. Track message delivery rates, queue lengths, provider response times, and end-to-end delivery times. Set up alerts for queue backups, latency spikes, and throughput drops. Regularly review provider performance, update routing rules, and adjust queue priorities to maintain optimal performance load How Fyno optimizes message delivery ----------------------------------- Here's how Fyno helps maintain optimal throughput and latency: ### Smart load distribution Fyno's workflow engine intelligently distributes message load across multiple providers. When sending high-volume campaigns, the system automatically routes messages through different providers based on their current performance and capacity. This prevents any single provider from becoming a bottleneck and ensures consistent delivery speeds even during peak loads. ### Intelligent channel failover What happens when your primary channel fails or slows down? Fyno's opti-channel approach automatically switches to the next best channel based on message type and urgency. For instance, if an OTP fails to deliver through SMS within seconds, the system can automatically retry through WhatsApp or push notifications. You can configure these failover rules without touching your code – everything is managed through Fyno's intuitive workflow builder. ### Geo-based routing Fyno allows you to connect and manage regional providers through a single interface. This means you can route messages through local providers in different geographic regions, significantly reducing latency for your global user base. The system automatically selects the optimal provider based on the recipient's location, ensuring faster delivery times and better success rates. ### Real-time performance monitoring Fyno's comprehensive analytics dashboard gives you visibility into message delivery performance across all channels and providers. Track delivery rates, latency metrics, and throughput in real-time. Set up alerts for performance issues and automatically route traffic away from underperforming providers. ### Auto-scaling infrastructure Instead of maintaining complex infrastructure to handle throughput spikes, Fyno's platform automatically scales to meet your needs. The system optimizes message routing based on both performance and cost, helping you maintain high throughput without overspending on expensive channels. ### No-code configuration All the above mentioned features are available through Fyno's no-code interface. Change providers, update routing rules, or modify failover logic without deployment cycles or code changes. This means your engineering team can focus on building your core product while Fyno handles the complexities of message delivery. Choosing the right notification system that balances your throughput and latency -------------------------------------------------------------------------------- Building a reliable notification system requires understanding and optimizing both throughput and latency. While you could spend months developing an in-house solution to handle queuing, batching, provider management, and monitoring, there's a smarter way forward. Fyno provides all the tools you need to manage throughput and latency effectively, right out of the box. Instead of maintaining complex infrastructure and juggling multiple providers, you can focus on what matters most – delivering great experiences to your customers. Fyno helps you achieve this balance through smart routing, automatic failover, and real-time optimization, all without touching your codebase. Ready to transform your notification infrastructure? Talk to our experts about building a scalable, efficient customer communication system that grows with your business. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Guidelines and best practices for writing notification content Author: Karthik Pasupathy Published: 2025-02-14 URL: https://www.fyno.io/blog/guidelines-and-best-practices-for-writing-notification-content-cm78jow9z001k11886wezgo4y Effective communication is non‑negotiable for B2B success. Whether you need to alert someone to take action, update them on the status of a request, or confirm a transaction, crafting the right notification content is key. Below are proven best practices for writing notification messages. This includes guidelines for writing SMS, email, RCS, in‑app, and push notifications—with supporting facts and examples—to ensure your messages always hit the mark. Let’s dive in! ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/best-practices-for-writing-notification-content-1739766442127-compressed.png) SMS SMS is the backbone of urgent, direct communication in the B2B space. With an average open rate of **98%** and **95%** of messages read within three minutes, SMS is unparalleled for delivering time-sensitive updates. Its ability to bypass email clutter makes it ideal for critical alerts that demand immediate attention. #### Best Practices * **Keep it concise:** Aim to stay within the 160-character limit (GSM‑7) to avoid extra segments. * **Personalize wisely:** Insert dynamic placeholders (e.g., recipient’s name, order number) to boost relevance (might cost you additional SMS credits) * **Shorten URLs**: Use a smart URL shortener to stick within the character limit. * **Include clear CTAs:** Use simple, actionable instructions like “Reply CONFIRM” or “Tap to Track.” #### Example “Hi Alex, your order #98765 from Acme Inc has been shipped. Track here: \[Link\]. Contact us for support.” Email Notifications ------------------- Emails remain the cornerstone of comprehensive B2B communication, perfect for conveying detailed reports, updates, and insights. Transactional emails, for example, benefit from higher open rates (around **44.7%**) when structured well, ensuring that important data is not only delivered but also understood. #### Best Practices * **Craft compelling subject lines:** Keep them within 50–125 characters. * **Structure content for skimming:** Use short paragraphs, headings, and bold text for key points. * **Personalize deeply:** Reference previous interactions or company-specific details for a tailored approach. * **Include a clear CTA:** Direct recipients to view reports or contact their account manager. #### Example **Subject:** “Kevin, your monthly service report from Acme Inc. is ready” **Body:** “Hi Kevin, Your montly service report for Acme Inc. highlights key performance metrics and optimization tips. \[View Report\] For questions, please contact your account manager at [sarah.green@example.com](mailto:sarah.green@globaltech.com). Best regards, Mark Levi, Customer Success Manager” RCS (Rich Communication Services) Notifications ----------------------------------------------- ​[RCS](https://www.fyno.io/blog/rcs-the-future-of-secure-customer-communication-for-banks-cm664r3ke000reiqupaavdlym) elevates traditional SMS by adding rich media, interactive buttons, and read receipts. This evolution transforms routine updates into dynamic interactions that not only inform, but also offers interactive features that nudges the recipient to take action. #### Best Practices * **Utilize interactive elements:** Incorporate buttons like “Confirm” or “Chat Now” to streamline responses. * **Enhance with media:** Use images and rich text to deliver detailed information without clutter. * **Ensure clarity:** Even with added features, keep the message clear and actionable. #### Example “Hi Levi, your service appointment with Acme Inc. is set for June 15 at 10 AM. \[✅ Confirm\] \[📞 Contact Support\]” In-App Notifications -------------------- In-app notifications are vital for engaging users within your business software. They provide context-specific updates that integrate naturally into the user’s workflow, ensuring that important information is delivered without disrupting productivity. Contextual in-app alerts lead to higher task completion rates by delivering timely updates precisely when users need them. #### Best Practices * **Contextual triggers:** Send notifications based on user actions or critical events (e.g., report availability, project completions). * **Brevity is key:** Keep messages short to maintain focus and minimize disruption. * **Visually consistent:** Match the notification’s design with your app’s overall look and feel for a seamless experience. #### Example “📊 Your monthly sales report is now available in your dashboard. Tap here to view insights.” Push Notifications ------------------ Push notifications excel in delivering real‑time alerts directly to mobile devices, making them indispensable for time‑sensitive updates. Their immediacy and prominence on mobile lock screens drive swift user actions, which is especially critical for tasks like approvals or urgent alerts. #### Best Practices * **Stick within the limit:** Notifications that fall between 40 and 90 characters capture attention quickly, prompting immediate responses. * **Use action verbs:** Start with a verb to encourage prompt action (e.g., “Approve,” “Review”). * **Keep it brief:** Ensure messages are concise and focused to convey urgency without overwhelming the recipient. * **Include specific details:** Provide essential information like invoice numbers or deadlines to contextualize the urgency. #### Example 🚨 Approval required: Invoice #456 from Acme Inc. for $5,250. Tap to review and approve How Fyno helps you in writing and managing your notification content -------------------------------------------------------------------- Fyno is designed to simplify and optimize your multi-channel communication efforts by consolidating all communication workflows and content templates into one intuitive platform. Here’s how Fyno helps you write better notification: * **Centralized Template Management:** Create, approve, and manage your templates for SMS, email, RCS, in‑app, and push notifications from a single interface, ensuring a consistent brand voice across channels. * **Dynamic Personalization:** Automatically insert personalized details such as names, order numbers, and account specifics using handlebar syntax, enhancing relevance without additional manual effort. * **Real-Time Cost Optimization:** Fyno’s built‑in credit calculator analyzes your SMS content in real time. It detects encoding changes (e.g., GSM‑7 to Unicode) and trims long URLs with the “Fyno Shorty” feature to minimize messaging costs. * **Seamless Channel Orchestration:** Automatically route notifications through the most effective channels based on performance metrics, ensuring critical updates reach recipients via the best medium available. * **Comprehensive Analytics:** Gain actionable insights into open rates, click-through rates, and conversion metrics across all channels, allowing you to continuously refine and improve your messaging strategy. By harnessing these best practices and leveraging Fyno’s advanced tools, you can deliver highly effective, personalized, and cost‑efficient notifications that drive engagement, prompt action, and ultimately build stronger B2B relationships.  Ready to elevate your notification strategy? [Get started with Fyno](https://www.fyno.io/schedule-demo) and experience the power of integrated, intelligent communications. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 8 Strategies for effective customer communication management in 2025 Author: Karthik Pasupathy Published: 2025-02-07 Category: Thought leadership Tags: Customer communication URL: https://www.fyno.io/blog/8-strategies-for-effective-customer-communication-management-in-2025-cm6ylxmhr001zfnwtmyzz8ntg Customer expectations are evolving faster than ever. Organizations that rely on outdated communication strategies risk losing engagement, trust, and loyalty. Consumers now demand **speed, personalization, and seamless interactions** across multiple platforms. Businesses must rethink how they engage customers—leveraging AI, predictive analytics, and omnichannel experiences to stay ahead. Security, proactive support, and real-time interactions are no longer optional; they are **business essentials**. This guide explores the top strategies companies need to implement in 2025 to build stronger customer relationships and improve communication efficiency. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/8-strategies-for-effective-customer-communication-management-in-2025-1739165138740-compressed.png) #### **1\. Embrace artificial intelligence (AI)** AI is transforming the way businesses communicate with customers. AI-powered chatbots and virtual assistants now handle millions of interactions daily, providing instant responses and reducing customer wait times. Many companies are using AI to automate repetitive tasks, freeing up human agents to handle more complex inquiries. AI-powered assistants can process large volumes of queries while learning from past interactions to improve accuracy over time. A great example is Pizza My Heart, a California-based restaurant chain that uses an AI chatbot named Jimmy the Surfer. The chatbot helps customers place orders, answers frequently asked questions, and streamlines the ordering process, improving efficiency and customer satisfaction. According to a report by **Gartner**, AI-driven customer interactions are expected to handle **85% of service requests** by 2025, significantly reducing response times and increasing customer satisfaction. #### **2\. Personalize interactions** Customers no longer respond to generic messages. They expect brands to understand their preferences and provide relevant recommendations. Personalized communication enhances engagement and builds long-term loyalty. Businesses achieve personalization by analyzing customer data, tracking purchase history, and monitoring browsing behavior. With this information, they can send targeted offers, suggest relevant products, and tailor content to each individual’s needs. A survey conducted by **Epsilon** found that **80% of consumers** are more likely to buy from a brand that offers personalized experiences. Companies that fail to do so risk losing potential customers to competitors who provide more tailored interactions. #### **3\. Implement omnichannel communication** Customers interact with brands across multiple touchpoints, including websites, apps, social media, and in-store visits. Businesses must provide a seamless experience across all these channels. Omnichannel communication ensures that a customer can start a conversation on one platform and continue it on another without repeating information. This approach improves convenience and strengthens brand consistency. According to research by **Aberdeen Group**, companies using omnichannel strategies retain **89% of their customers**, while businesses that rely on a single channel see retention rates drop to just **33%**. Nike, for example, integrates its online store, mobile app, and physical stores, providing a seamless experience for shoppers. #### **4\. Leverage predictive analytics** Predictive analytics helps businesses anticipate customer needs before they even arise. By analyzing past interactions and customer behavior, companies can proactively address issues and offer personalized solutions. Retailers use predictive analytics to suggest products based on browsing history, while customer service teams use it to identify patterns in complaints and resolve potential problems before they escalate. A **Forrester** study found that companies using predictive analytics report a **20% increase in customer satisfaction** due to proactive service. Netflix is a perfect example of this strategy in action, as its recommendation engine analyzes user preferences to suggest shows and movies, keeping customers engaged and reducing churn. #### **5\. Enhance security measures** Data privacy is a major concern for customers. With cyber threats on the rise, businesses must prioritize secure communication to protect sensitive customer information. End-to-end encryption, two-factor authentication, and compliance with regulations like GDPR and CCPA are essential for maintaining trust. Customers are more likely to abandon a brand if they feel their personal data is at risk. A **PwC** report found that **60% of consumers** will stop doing business with a company that fails to protect their information. Financial institutions like PayPal have implemented strong security measures to ensure safe transactions, reinforcing customer confidence. #### **6\. Utilize cloud-based platforms** Cloud-based communication tools offer scalability, security, and flexibility, making them essential for modern businesses. These platforms allow teams to access customer data and respond to inquiries from anywhere, ensuring seamless service. Unlike traditional systems, cloud-based solutions provide automatic updates, ensuring businesses always have the latest features and security patches. They also eliminate the need for expensive on-premise infrastructure, reducing costs. A study by **IDC** found that companies using cloud-based solutions experience **30% faster response times** and **20% lower operational costs**. #### **7\. Foster proactive engagement** Instead of waiting for customers to reach out with complaints, businesses should take a proactive approach to communication. Reaching out first helps prevent issues, builds trust, and strengthens customer relationships. Companies can send reminders, updates, and follow-ups to keep customers informed and engaged. Proactive engagement reduces customer frustration and increases satisfaction. A **Harvard Business Review** study found that businesses practicing proactive customer engagement see a **15% increase in customer retention**. Airlines like Delta use proactive communication by sending real-time flight updates, gate change notifications, and baggage tracking alerts. #### **8\. Develop customer success programs** Customer success programs help users get the most value from a product or service. These programs go beyond support—they focus on proactive assistance to ensure customers achieve their goals. Effective customer success strategies include onboarding support, dedicated account managers, and regular check-ins. Businesses that invest in customer success see a **30% improvement in retention rates**, according to **Gainsight**. HubSpot, for example, provides dedicated onboarding and customer success teams to help businesses maximize the value of its CRM software. This proactive approach increases customer loyalty and long-term engagement. #### **How Fyno helps businesses implement these strategies** Fyno empowers businesses with the tools they need to **streamline customer communication, enhance engagement, and drive loyalty**. By offering **smart automation, intelligent failover, and real-time messaging**, Fyno ensures that companies can implement the best communication strategies without complexity. Here’s how Fyno supports businesses in executing these eight key strategies: * **Seamless omnichannel communication:** Fyno enables brands to connect with customers across **email, SMS, push notifications, RCS, WhatsApp, and more**, ensuring a **consistent and unified** experience across all touchpoints.  * **Personalization at scale:** With **dynamic templating and event-based triggers**, businesses can personalize messages based on customer actions, preferences, and past interactions. This ensures that customers receive the right message at the right time, improving engagement and retention. * **Intelligent failover for reliability:** Failed messages can lead to missed opportunities and frustrated customers. Fyno’s **intelligent failover mechanism** ensures that if a message fails on one channel, it automatically gets rerouted to another, guaranteeing **delivery without disruption**. * **Predictive analytics and actionable insights:** Fyno offers **real-time analytics and channel performance** to help businesses understand customer behavior. Companies can leverage these insights to refine their communication strategies, identify trends, and optimize message performance. * **Cloud-based infrastructure for scalability:** Fyno is built on a **secure, cloud-native** platform, ensuring businesses can scale their communication operations **without managing complex infrastructure**. This also means faster response times and seamless updates. * **Security and compliance:** Fyno ensures **data security and compliance with industry standards**, providing businesses with **reliable encryption and role-based access controls** to protect customer information. * **Proactive customer engagement:** Businesses can set up **event-driven workflows** with Fyno, allowing them to send timely notifications, reminders, and updates without manual intervention. This reduces friction and enhances the overall customer experience. * **Customer success and support:** Fyno provides **comprehensive documentation, onboarding support, and a dedicated team** to help businesses maximize their communication strategy. Whether it’s configuring a workflow or optimizing message delivery, Fyno ensures businesses get the most out of their platform. With Fyno, businesses can **modernize customer communication, improve engagement, and enhance operational efficiency**, ensuring they stay ahead in 2025 and beyond. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why traditional CCM platforms are failing to reach digital natives Author: Karthik Pasupathy Published: 2025-01-30 Category: Articles Tags: modern CCM, Customer communication URL: https://www.fyno.io/blog/why-traditional-ccm-platforms-are-failing-to-reach-digital-natives-cm6kdgosc001613mpg4oimvp0 ​The way digital natives communicate is constantly changing every few years. Digital natives—people who grew up in the internet age—expect instant, seamless, and personalized interactions. They are mobile-first, rely on multiple digital platforms, and engage with brands through messaging apps, social media, and in-app notifications. They don’t check emails as often as previous generations and won’t tolerate slow or irrelevant communication. This shift in behavior has made organizations switch to newer communication channels to reach the digital natives, who make up a huge share of their customer base. But, these organizations are often stuck while executing their customer communication strategies due to the challenges and limitation of their Customer Communication Management (CCM) platforms. In this blog post, we’ll look into the expectations of digital natives, the shortcomings of using a traditional CCM platform, and how a modern CCM platform like Fyno can help organizations overcome these shortcomings and effectively establish personalized communication with digital natives. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/ccm-for-digital-natives-1739122470665-compressed.png) What do digital natives expect from brands? Digital want **fast, relevant, and seamless interactions**. Here are some key expectations backed by data: * **Speed is non-negotiable**: **76% of consumers** expect brands to respond to their inquiries within **five minutes** or less, especially on digital channels like live chat and messaging apps (Salesforce). * **Omnichannel presence is essential**: **73% of digital natives** switch between multiple channels during a single transaction and expect a **seamless experience across all touchpoints**—whether it’s email, WhatsApp, in-app messaging, or social media (Harvard Business Review). * **Personalization drives engagement**: **80% of consumers** are more likely to do business with a brand that provides **personalized experiences**, and 63% expect companies to know their preferences and past interactions (McKinsey). * **Smart self-service, powered by AI**: **69% of digital natives** prefer to resolve issues without speaking to a human, relying instead on **chatbots, self-service portals, and AI-powered automation** for quick resolutions (PwC). * **Mobile-first communication**: More than **85% of digital natives** access brand communications on their smartphones, and 60% prefer **mobile notifications and messaging apps** over email (Statista). Brands that fail to meet these expectations risk losing engagement, trust, and ultimately, customers. To stay relevant, companies must **modernize their communication strategies** and ensure **fast, personalized, and omnichannel** experiences. The challenges of using traditional CCM platforms ------------------------------------------------- Many businesses still depend on legacy CCM systems designed for email and print communication. These platforms struggle to keep up with the needs of digital natives for several reasons. First, they lack **personalization**. Traditional CCM platforms often rely on outdated data models that don't allow businesses to create hyper-personalized, real-time communication. This is a major drawback when 71% of consumers expect personalized interactions, according to McKinsey. Second, they offer **limited channel integration**. Digital natives engage across multiple touchpoints—WhatsApp, push notifications, in-app messaging, SMS, and social media. Traditional CCM platforms, however, operate in silos, making it difficult to create a unified communication strategy. Another major issue is **lack of** **flexibility**. Digital natives expect businesses to respond quickly and adapt to their preferences. Legacy CCM platforms are slow to adjust, often requiring IT intervention to make even minor changes to customer communication flows. Finally, **data silos** remain a big problem. Traditional platforms store customer data in fragmented systems, making it nearly impossible to deliver a connected and seamless experience. Without a 360-degree view of the customer, brands risk sending redundant or irrelevant messages, reducing engagement and brand loyalty. How organizations can overcome these challenges? ------------------------------------------------ To effectively engage digital natives, businesses need modern communication solutions that are agile, integrated, and data-driven. Here’s what organizations should focus on: 1. **Omnichannel communication**: Businesses must adopt a platform that allows them to communicate seamlessly across multiple digital channels. A single API that integrates email, SMS, push notifications, WhatsApp, and other messaging apps ensures that customers receive messages on their preferred platform. 2. **Real-time personalization**: Organizations should leverage AI-driven communication tools that use customer data to create hyper-personalized experiences. Whether it’s product recommendations, real-time alerts, or behavioral triggers, personalization increases engagement and customer satisfaction. 3. **Automation and flexibility**: Companies need no-code or low-code solutions that allow marketing and customer service teams to set up and modify workflows without relying on the engineering teams’ efforts. This ensures agility and the ability to quickly respond to customer needs. 4. **Unified Customer View**: Data should be centralized, giving businesses a complete understanding of customer behavior across all touchpoints. A unified customer profile allows businesses to craft contextual, meaningful interactions instead of sending disjointed messages. How is Fyno helping businesses reach digital natives? ----------------------------------------------------- Fyno solves these challenges by offering a **next-generation communication platform** that helps organizations engage with digital natives in a way traditional CCM platforms cannot. Fyno helps organizations consolidate all their service provioders, workflows, and messaging templates in one central location, making it easy for customer communication teams to switch service providers, or make changes to workflows without touching the codebase. The platform also offers **real-time personalization and automation**, allowing businesses to trigger messages based on user behavior. This means customers receive timely, relevant updates, whether it’s a payment confirmation, order status, or personalized promotion. Fyno’s **no-code workflow builder** makes it easy for teams to create and modify communication strategies without technical expertise. This flexibility allows businesses to **adapt quickly to changing customer expectations**. Finally, Fyno **eliminates data silos** by integrating with existing CRM and customer data platforms through a single unified API end po, ensuring businesses have a **unified customer view**. This enables smarter decision-making and enhances customer engagement. Conclusion ---------- Digital natives demand **instant, personalized, and omnichannel communication**. Traditional CCM platforms were not built for this dynamic digital landscape, leading to poor engagement and customer frustration. Organizations need **flexible, data-driven, and integrated communication solutions** to keep up with evolving customer expectations. Fyno fulfills all the requirements of a modern CCM platform to **seamlessly connect with digital natives**, ensuring a superior customer experience and stronger brand loyalty. If your business is still relying on outdated CCM systems, it’s time to upgrade and engage your customers where they truly are. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 5 critical features enterprises should look for in a modern CCM platform Author: Aniketh Jain Published: 2025-01-23 Category: Thought leadership Tags: Communication experience, Customer communication URL: https://www.fyno.io/blog/5-critical-features-enterprises-should-look-for-in-a-modern-ccm-platform-cm69e0asl000p14g6q6x36u69 IDC released their latest MarketScape report on Customer Communications Management software last month and it has some pretty interesting insights on how organizations are looking at their customer communication strategy. Even though there are many things to talk about from the report, here are a few numbers that stood out for me: * 42% of organizations are looking to improve customer experiences further * 36% of organizations are focusing on lowering operational costs, and (this is the interesting thing) * 32% of organizations look for AI-enabled solutions to drive better customer experiences. What does this mean? All organizations, especially enterprises that spend a lot of time and effort on customer communication across multiple channels, will have to take a look at their current CCM platforms and reassess to see how they'll help meet their goals in the upcoming years. If you're about to do this assessment, here are the critical areas you should evaluate in your CCM platform. Let's look at them one by one. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/enterprise-features-to-evaluate-ccm-1739122571884-compressed.png) ### 1\. Interactive and on-demand communication capabilities The IDC report emphasizes that modern communication can't be just one-way broadcasts. Modern CCM platforms must enable real-time interactive messaging for immediate customer engagement, along with on-demand communication generation based on customer actions. Your platform should support rich message formats that enable app-like experiences, with content that dynamically adapts to customer context. Both scheduled and ad-hoc communication needs must be met seamlessly. This evolution is crucial because customer communication has shifted from purely operational messages to conversational and persuasive interactions, with sales (47%), IT (45%), and marketing (44%) teams all actively generating customer communications. ### 2\. Comprehensive channel support According to the report, modern platforms must handle a diverse range of channels - from traditional ones like email, voice, and print (still crucial for regulatory requirements) to modern channels like RCS, WhatsApp, and push notifications. The platform should maintain consistent messaging across all these channels while intelligently selecting the most appropriate channel based on message type and urgency. ### 3\. Advanced data integration capabilities Your CCM platform needs to seamlessly integrate with your existing tech stack. The report emphasizes the importance of native integrations with CRM and marketing platforms, coupled with support for modern API standards. Real-time data synchronization capabilities and flexible data transformation tools are essential, as is integration with AI and analytics platforms. Organizations are currently missing opportunities to connect data during customer journey interactions - a gap that modern CCM platforms must address. ### 4\. Intelligent delivery assurance Message delivery isn't just about sending - it's about ensuring receipt. Modern platforms must incorporate smart failover mechanisms that automatically switch channels when needed, alongside customer preference-based routing. Sophisticated delivery confirmation tracking, priority-based message queuing, and automated retry logic with configurable rules are no longer optional features but essential capabilities for ensuring reliable communication. ### 5\. Enterprise-grade performance For large enterprises, scale matters. The IDC report emphasizes that modern CCM platforms must handle high-volume throughput across all channels, processing millions of API calls per hour while maintaining real-time message processing capabilities. Load balancing, automatic scaling, and geographic routing for optimal delivery are crucial for maintaining performance at enterprise scale. ### 6\. Flexible processing methods Modern CCM platforms need to support multiple processing methods to handle various communication needs. This includes real-time generation and delivery for interactive communications, high-volume batch processing for scheduled communications, and programmatic API-driven automated communications. Sophisticated queue management and hybrid approaches combining different methods ensure optimal resource utilization across all communication types. How Fyno Addresses These Requirements ------------------------------------- #### Smart channel orchestration Our unified API with built-in routing logic helps you orchestrate messages across channels while optimizing costs and improving delivery rates. Switch providers, edit workflows, or add new communication channels without touching your codebase. #### No-code workflow builder Design sophisticated communication flows and set up failover protocols using our intuitive drag-and-drop interface. Create, test, and optimize workflows without engineering dependencies, saving valuable development time and resources. #### Universal integration layer A single API endpoint accepts events from any source and seamlessly integrates with your existing systems. Built-in parsing and data transformation capabilities ensure smooth data flow between systems while maintaining security and compliance. #### Intelligent delivery management Our opti-channel approach analyzes customer data and message context to identify the most effective channel for each interaction. Built-in failover mechanisms automatically switch channels when needed, ensuring critical messages always reach their destination. #### Enterprise-grade infrastructure Cloud-native architecture that scales automatically to handle millions of messages while maintaining optimal performance. Advanced features like data masking, encryption, and comprehensive audit logs ensure security and compliance at scale. #### Centralized template management Manage all your content templates in one place, from SMS and email to WhatsApp and RCS. Our platform handles DLT template approvals and provides a unified dashboard to track template performance across channels. Looking Ahead ------------- As we move into 2025, customer communications will only become more complex. The IDC report predicts that Gen AI will add nearly $10 trillion to global GDP over the next 10 years, with customer communications being a key application area. Your CCM platform needs to be ready for this future - not just handling today's requirements but evolving alongside your needs. This means having a platform that can: * Reduce operational costs  * Improve customer experiences * Incorporate AI capabilities effectively * Scale with your business growth Whether you're evaluating your current CCM solution or looking to build a new communication infrastructure, focusing on these key areas will help you make an informed decision that serves your business well into the future. Ready to see how a modern CCM platform can transform your customer communications? [Let's talk](https://www.fyno.io/schedule-demo) about your specific needs and how we can help. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to protect your business from SMS fraud in 2025: A quick Guide Author: Karthik Pasupathy Published: 2025-01-21 Category: Articles Tags: SMS, RCS URL: https://www.fyno.io/blog/how-to-protect-your-business-from-sms-fraud-in-2025-a-quick-guide-cm68wb0oj006333uy76oydcfa In an era where technology has shattered boundaries and redefined possibilities, it’s surprising that businesses still fall victim to something as basic—and as devastating—as SMS fraud. Despite AI writing books and self-driving cars, SMS fraud persists as a costly threat. According to the Communications Fraud Control Association (CFCA), **telecommunications fraud caused $39 billion in losses in 2023**, with SMS fraud accounting for a significant portion. For business owners, such attacks are more than financial losses—they damage reputation and erode customer trust. This guide explores why SMS fraud remains pervasive and what you can do to protect your business in 2025. Let’s dive in. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/sms-fraud-2025-1739122405081-compressed.png) ### **What is SMS Fraud?** SMS fraud involves using text messages to deceive individuals or businesses, typically for financial gain. These scams often mimic legitimate communications to trick victims into revealing sensitive information or transferring money. To understand how fraudsters operate, let’s look at common SMS fraud methods. ### **Common Types of SMS Fraud** Recognizing the different types of SMS fraud is essential to develop adequate defenses. Each method has unique tactics and impacts, and being informed helps you identify red flags. #### **Phishing and Smishing** Phishing involves scammers posing as legitimate entities to steal sensitive information. When executed via SMS, it’s called “smishing.” For example, a message might claim to be from your bank, urging you to click a link and verify account details. If you comply, fraudsters gain access to your credentials, potentially draining funds. #### **SMS Pumping** SMS pumping, also called SMS flooding, overwhelms a device with excessive messages, often disrupting communications. For example, hundreds of irrelevant messages during a transaction could delay critical verification codes, causing operational chaos. #### **SIM Swap Fraud** SIM swap fraud occurs when fraudsters convince your carrier to transfer your number to a SIM card they control. They then intercept your calls and messages, including OTPs, to authorize fraudulent transactions. In 2023, an Orlando-based scheme resulted in over **$500,000 in cryptocurrency theft** using this tactic. #### **Grey Route Fraud** Grey route fraud exploits unauthorized channels to send messages, bypassing standard fees. This not only causes financial losses but also leaves messages vulnerable to tampering. Retailers may find their promotional SMS intercepted or blocked, damaging their campaigns. #### **Spoofing and SMS Spam** Spoofing manipulates sender IDs to impersonate trusted sources like businesses, while SMS spam floods inboxes with messages containing malicious links. For instance, a fraudulent message might claim to be from your company, asking customers to provide credit card details. ### **The Impact of SMS Fraud** The repercussions of SMS fraud extend beyond financial losses. Businesses face: * **Financial Hits:** Global telecommunications fraud reached $39 billion in 2023 (CFCA). * **Customer Attrition:** Studies show **nearly 40% of customers** exposed to fraud associated with a company stop doing business with it. * **Regulatory Penalties:** Non-compliance with data protection laws can lead to hefty fines. * **Operational Disruptions:** Addressing fraud often involves costly system overhauls and downtime. For example, SMS spoofing led to millions in losses for European banks in 2022, where customers entered login credentials on fake websites. Such incidents emphasize the critical need for proactive defenses. ### **How to Detect and Prevent SMS Fraud** #### **Detecting SMS Fraud** * **Spot Red Flags:** Watch for unexpected messages requesting sensitive information or containing unfamiliar links. Poor grammar, urgent language, and unusual sender IDs are warning signs. * **Monitor SIM Activity:** Sudden service interruptions or unusual account activity could signal SIM swapping. * **Leverage Advanced Tools:** SMS monitoring solutions can detect anomalies like unusual message volumes or unfamiliar recipients in real time. #### **Preventing SMS Fraud** * **Employee Training:** Regularly educate staff on identifying fraudulent messages and differentiating them from legitimate ones. * **Secure Channels:** Use authorized SMS communication platforms to minimize interception risks. * **System Updates:** Keep software and security protocols updated to counter evolving threats. * **Compliance Measures:** Register with Distributed Ledger Technology (DLT) platforms to verify message authenticity and ensure compliance. **Switching to RCS: A game-changer in preventing SMS fraud** ------------------------------------------------------------ Rich Communication Services (RCS) is the next evolution of SMS, offering enhanced features that make communication more secure and user-friendly. By switching to RCS, businesses can significantly reduce the risk of SMS fraud. Here’s how: * **Verified Sender IDs:** RCS messages include verified sender IDs, ensuring that customers can instantly recognize legitimate communications from your business. * **End-to-End Encryption:** Unlike traditional SMS, RCS supports end-to-end encryption, protecting sensitive information from interception. * **Rich Features for Authentication:** RCS enables advanced features like branded messages, logos, and action buttons, reducing the likelihood of phishing attacks by clearly distinguishing legitimate communications. * **Enhanced Customer Trust:** With the added layers of security, customers are more likely to trust RCS messages, improving engagement and reducing the risk of fraudulent interactions. * ​**Interactive Features:** RCS supports features such as action buttons, quick replies, and branded interfaces, allowing customers to safely complete transactions, verify identities, and access customer support within the messaging app. These capabilities enhance user experience and reduce reliance on potentially malicious external links. ​ By transitioning to RCS, businesses not only improve communication with customers but also strengthen defenses against evolving fraud tactics. It’s a proactive step towards securing your operations in a digital-first world. If you're thinking about implementing RCS into your customer communications strategy, check out [RCS readiness checklist](https://www.fyno.io/blog/is-your-organization-rcs-ready-use-our-readiness-checklist-to-find-out-cm4mjmdyk00b110m8yuueoxth) to assess your preparedness.​ How Fyno protects your company against SMS fraud ---------------------------------------------------- **Fyno** offers several features to protect your businesses from SMS fraud. This includes:  **Intelligent routing:** Fyno routes messages through verified providers and applies smart failover protocols. The system analyzes delivery patterns to identify and block suspicious routes. This prevents unauthorized access and message manipulation. **Data security**: Fyno masks sensitive data in messages and logs, making it difficult for outsiders to get access to  **Real-Time analytics:** The system tracks message delivery rates and engagement patterns. Sudden changes trigger automatic alerts. This helps spot potential fraud attempts quickly. **Compliance management:** Fyno handles DLT registration and template approvals automatically. The platform ensures messages follow regulatory guidelines. This prevents misuse of sender IDs and unauthorized templates. **Automated failover:** When suspicious activity occurs, Fyno switches to backup providers automatically. The system maintains delivery while blocking potential threats. Critical messages reach customers through secure channels. **Cost protection:** The platform prevents cost abuse through smart routing and rate limiting. It monitors spending patterns across channels. Unusual spikes in messaging costs trigger immediate alerts. **Centralized control:** Teams manage all security settings through one dashboard. This includes provider credentials, access controls, and fraud detection rules. The unified view helps spot security issues faster. ### **Conclusion** SMS fraud remains a persistent challenge despite technological advances. By staying informed and implementing proactive measures, you can protect your business from becoming a statistic. Combining the right tools, like those offered by [Fyno.io](http://fyno.io/), with ongoing vigilance ensures robust defense against this growing threat in 2025 and beyond. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to unblock your blocked WhatsApp Business account? Author: Karthik Pasupathy Published: 2025-01-20 Category: Resources Tags: WhatsApp URL: https://www.fyno.io/blog/how-to-unblock-your-blocked-whatsapp-business-account-cm6a80wgk000c11x6d5z74ipz A blocked WhatsApp Business account can disrupt communication with your customers and impact your business operations. If you’re facing this issue, don’t worry – there are ways to resolve it and get back to business as usual. Here’s a step-by-step guide to help you unblock your WhatsApp Business account. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-business-banned-1739122187931-compressed.png) ​ ### 1\. **Understand the reasons for the ban** WhatsApp typically bans accounts for violating its terms of service. Common reasons include: * Sending bulk or spam messages without user consent. * Using unauthorized automation tools. * Impersonating another business or individual. * Receiving frequent reports from users. * Violating WhatsApp’s commerce policies or community standards. Understanding why your account was banned is the first step to resolving the issue. ### 2\. **Check your whatsApp notification** When your account is banned, WhatsApp sends a notification explaining the reason. Carefully read the message to identify the problem. ### 3\. **Submit a Review Request** If you believe the ban was a mistake, you can request a review. Follow these steps: * Open the WhatsApp Business app. * Tap on the message that says your account is banned. * Select “Request a Review.” * Provide any required information and submit your request. WhatsApp will review your case, which can take up to 24-48 hours. Be honest and provide all necessary details. ### 4\. **Contact WhatsApp support** If the review doesn’t resolve your issue, reach out to WhatsApp support: * Visit the WhatsApp Business Support page. * Provide details about your account and explain why you believe the ban is unfair. Be polite and clear in your communication to expedite the process. ### 5\. **Analyze and address policy violations** While waiting for your account to be unblocked, review your messaging practices and ensure compliance with WhatsApp’s policies: * **Obtain user consent:** Always get explicit permission before messaging customers. * **Use official tools:** Avoid using unauthorized third-party tools or automation software. * **Follow content guidelines:** Ensure your messages are relevant, respectful, and adhere to WhatsApp’s guidelines. ### 6\. **Prepare for reinstatement** If your account is reinstated, take the following steps to prevent future bans: * **Use WhatsApp templates:** Send pre-approved message templates to maintain compliance. * **Monitor user feedback:** Address any negative feedback promptly to avoid user reports. * **Educate your team:** Ensure everyone involved in messaging understands WhatsApp’s rules and best practices. ### 7\. **Consider alternative strategies** While resolving your WhatsApp Business account issue, explore other communication channels to maintain customer engagement. Email, SMS, or social media platforms can serve as temporary solutions. ### Conclusion Getting your WhatsApp Business account unblocked may seem challenging, but with the right steps, it’s achievable. By understanding the reasons for the ban, adhering to WhatsApp’s guidelines, and improving your messaging practices, you can prevent future disruptions and ensure seamless communication with your customers. Stay proactive and compliant to maximize the benefits of using WhatsApp for your business. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## RCS: The future of secure customer communication for banks Author: Karthik Pasupathy Published: 2025-01-17 Category: Thought leadership Tags: banking and finance, Customer communication, RCS URL: https://www.fyno.io/blog/rcs-the-future-of-secure-customer-communication-for-banks-cm664r3ke000reiqupaavdlym The biggest objective for banks when it comes to customer communication is to deliver messages through channels that bring great engagement and drive growth, while ensuring rock-solid security and compliance. Despite significant investments in digital transformation, many banks still rely on outdated communication infrastructure that increases operational costs and security risks. Traditional channels like SMS and email strain IT resources and create potential vulnerabilities in your security framework. Rich Communication Services (RCS) offers banking executives a strategic opportunity to modernize customer communications while reducing operational overhead. By combining enterprise-grade security with rich features, RCS helps banks cut support costs by up to 60% while significantly reducing the risk of fraud through verified business profiles and encrypted messages. In this blog post, let’s explore how RCS has the potential to become the primary customer communication channel for sending secure banking communication. Why RCS is the Best Choice for Secure Banking Communication ----------------------------------------------------------- ### Unmatched security features Banking communications demand bulletproof security. RCS delivers it by offering end-to-end encryption and verified business profiles, making it virtually impossible for fraudsters to impersonate your bank. Each message is sent from the bank’s verified business profile, helping customers instantly distinguish legitimate communications from potential scams. This enhanced security has proven crucial, especially considering that over 60% of consumers worry about data misuse during banking transactions. ### Superior engagement rates RCS messages have a 90% open rate within 15 minutes of delivery, surpassing traditional channels like SMS and email. Banks using RCS report an 86% increase in read rates compared to email and a 120% increase in clicks versus SMS. These engagement rates translate directly to reduced operational costs and improved outcomes, especially for time-sensitive communications like fraud alerts. ### Interactive features Modern banking requires efficient two-way communication that doesn't burden your support teams. RCS meets this need with interactive features that let customers take immediate action – whether it's confirming transactions, reporting fraud, or updating preferences. A remarkable 89% of consumers prefer such two-way conversations with companies, leading to higher customer satisfaction scores and reduced support tickets. Real impact of RCS on banking operations ---------------------------------------- ### Reduced support costs Interactive RCS messages allow banks to deflect routine customer service inquiries. When customers can check balances, verify transactions, or update preferences directly through rich messages, it reduces the load on the banks' support teams. This self-service capability not only cuts operational costs but also improves customer satisfaction scores. ### Improved conversion rates The combination of quick reading times and interactive features means faster response times for critical banking activities. Whether it's fraud alerts, payment confirmations, or account updates, RCS helps banks get faster customer responses when time is of the essence. This speed can be crucial in preventing fraudulent transactions or resolving account issues quickly. Measuring Success with RCS -------------------------- ### Key Performance Indicators Banks implementing RCS should track metrics beyond basic delivery rates: * Message open times and response rates * Interactive feature usage rates * Customer satisfaction scores * Support ticket reduction * Transaction completion rates * Security incident reduction Implementing RCS with Fyno -------------------------- Effective RCS implementation requires more than just technical integration – it needs intelligent orchestration. Fyno's helps achieve this effectibely. With Fyno, banks can: * Manage service providers, routing logic, and templates from a central dashboard * Automatically switch to fallback channels like SMS and email when RCS delivery fails * Maintain end-to-end encryption and compliance through built-in safeguards * Track message delivery through audit logs * Track ROI through comprehensive analytics Future-Proofing Banking Communication ------------------------------------- As digital banking evolves, the importance of secure, engaging customer communication only grows. RCS represents more than just an upgrade to SMS – it's a strategic investment. Implementing RCS for banking communication offers: * Enhanced security through verified sender profiles * Improved customer engagement with interactive features * Reduced operational costs through automated interactions * Better fraud prevention through faster customer responses * Increased customer trust through branded communications Looking Ahead ------------- RCS offers great potential to replace SMS as the primary channel for banking communications. It achieves this by combining the universal reach of messaging with rich features that modern banking demands. With Apple's recent announcement to support RCS, the platform is set to become the standard for secure banking communications. For banks looking to enhance their customer communications while maintaining the highest security standards, RCS represents a strategic investment in customer relationships, operational efficiency, and digital trust. As customer expectations continue to evolve and security threats become more sophisticated, RCS's combination of verified identity, encryption, and interactive features positions it as a crucial tool for future-focused banks. Ready to transform your bank's customer communications with RCS? [Talk to our experts](https://www.fyno.io/schedule-demo) about implementing secure, engaging messaging with Fyno. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## A complete guide to using RCS for financial services Author: Karthik Pasupathy Published: 2025-01-16 Category: Thought leadership Tags: AI, banking and finance, Customer communication URL: https://www.fyno.io/blog/a-complete-guide-to-using-rcs-for-financial-services-cm5yxgxlj000j686xl9hkhxws The financial services industry has come a long way in terms of accessibility and customer communication. Mobile apps have revolutionized how customers interact with financial institutions, and the industry is currently using a suite of powerful tools and platforms to reach out to their customers through various communication channels. But there's a significant gap. Despite heavy investments in digital transformation, financial institutions still rely on basic SMS for crucial customer notifications and alerts. This messaging gap doesn't just affect customer engagement – it impacts security, compliance, and operational efficiency. RCS (Rich Communication Services) offers a strategic solution to [bridge this gap](https://www.fyno.io/blog/rcs-vs-sms). It enables financial institutions to deliver secure, interactive messaging experiences through customers' default messaging apps, combining the universal reach of SMS with the rich features of modern messaging platforms. Let's explore how RCS is transforming banking communication and how you can implement it effectively. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/b64-1739121883679-compressed.png) How RCS enhances your current SMS experiences --------------------------------------------- Let's look at a few common scenarios and compare SMS with RCS to understand how RCS enhances customer communication. ### 1\. Fraud Alerts With SMS, you'd get a message like this: _"ALERT: Unusual transaction detected on your card ending 4321 for USD 500 at Amazon. Reply YES to confirm or NO to decline."_ With RCS, you get: * A branded message with your bank's logo * Clear transaction details with merchant info * Simple "Confirm" or "Block" buttons * An option to freeze your card instantly * A direct link to report fraud ### 2\. Payment Reminders With SMS, you’ll receive the following message: _"Your credit card payment of INR 25,000 is due in 3 days. Please pay to avoid charges."_ But, with RCS, you’ll see the following: * A visual breakdown of what you owe * Quick payment buttons * Your payment history in a simple scroll * Easy auto-pay setup * One tap to see your full statement ### 3\. Loan Updates Before RCS, loan updates were messy. You'd get emails, SMS, and calls. Now with RCS, you get: * A visual tracker showing your application status * Easy document uploads * Quick answers to your questions * Instant updates at each stage * Simple scheduling for virtual meetings Getting Started with RCS ------------------------ Successful RCS implementation requires a methodical approach that aligns with your institution's strategic objectives. Here’s what you should do if you’re thinking about implementing RCS into your customer communication strategy: **Do an infrastructure audit:** Talk to your tech team and ask them to do a thorough audit of your current customer communication infrastructure. This assessment should examine message volumes, delivery rates, and customer engagement patterns across all channels. **Develop a prioritization framework:** Understand what type of messages you want to move to RCS first. Evaluate this based on business impact and implementation complexity. High-volume, customer-critical communications often provide the most immediate returns. Focus initially on scenarios where interactive features can significantly reduce friction and support costs. **Create templates and workflows:** Work with your engineering team to create the necessary templates and workflows to send the prioritized RCS messages. You can also use platforms like Fyno to manage all your templates and workflows without touching your cosebase. **Do a phased roll-out:** Implementation should follow a controlled rollout strategy. Start with a defined customer segment and expand based on performance metrics and operational readiness. This approach enables real-time optimization while ensuring systems can effectively handle increased message volumes. We've also built a [detailed checklist](https://www.fyno.io/blog/is-your-organization-rcs-ready-use-our-readiness-checklist-to-find-out-cm4mjmdyk00b110m8yuueoxth) to help you with your RCS readiness. Do check it out.  How can Fyno transform your RCS implementation ---------------------------------------------- As a complete customer communication platform, Fyno is designed to help financial institutions unlock the full potential of RCS while minimizing implementation complexities. Here's how: ### Seamless RCS integration Connect your RCS provider (and other channel providers) to Fyno and link it with your existing systems through our unified API. No need to rebuild your notification infrastructure or manage multiple integrations. Your engineering team can focus on core product features while we handle the messaging complexity. ### Intelligent channel orchestration Never worry about message delivery again. If an RCS message fails to deliver, Fyno automatically [switches to SMS](https://www.fyno.io/blog/rcs-suddenly-changing-to-sms-everything-you-need-to-know-cm2d4q2q9001rm1jl3e0so44u) or other channels based on customers preferences. This ensures that critical communications always reach your customers. ### Banking-grade security Built specifically for financial institutions, Fyno's platform includes end-to-end encryption, audit logging, and role-based access control. This helps you maintain compliance while protecting sensitive customer data in all RCS communications. ### Centralized template management Our template editor lets your team design rich, interactive banking messages - from fraud alerts to loan updates - without depending on technical resources. This means faster deployment and easier testing of new message templates. ### Performance analytics Track how your RCS messages perform compared to other channels. Our analytics dashboard shows delivery rates, engagement metrics, and customer interaction patterns. Use these insights to optimize your messaging strategy and demonstrate clear ROI. Future-Proofing Your Implementation ----------------------------------- The future of banking communication goes beyond just adopting RCS. It's about building a flexible foundation that can evolve with changing customer preferences and new messaging technologies. Fyno helps you stay ahead by: * Automatically supporting new RCS features as they roll out * Enabling quick testing of different message templates and take them live within minutes * Providing insights to help you understand which messaging approaches work best * Maintaining compliance by honoring user preferences and sending messages through your users' preferred communication channels.  Remember, successful RCS implementation isn't just about the using the technology - it's about delivering better communication experiences that build trust and engagement. With the right platform and approach, you can transform your customer communications today while being ready for whatever comes next. Ready to enhance your banking communications with RCS? Let's talk about how Fyno can help you get started. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How AI Agents will transform banking communications Author: Aniketh Jain Published: 2025-01-09 Category: Thought leadership Tags: AI, Customer communication URL: https://www.fyno.io/blog/how-ai-agents-will-transform-banking-communications-cm5ovnb9y0003w1stxt3q2o8n Imagine this: A customer attempts to make a high-value digital payment, but it fails. Instead of just sending a standard failure notification, an AI agent springs into action. The agent instantly analyzes the cause for the failure, notices that it is due to a transaction limit issue, and crafts a contextual notification. It then checks the customer's preferred channels and sees that they respond best to WhatsApp during work hours. Within seconds, the customer receives a clear WhatsApp message explaining the limit issue, followed by a guided workflow to help them increase their transaction limit. At the same time, the agent monitors the delivery status of the WhatsApp notification. If the status is "pending" for more than a minute, it automatically triggers an SMS as a fallback to ensure this critical transaction information reaches the customer immediately. This isn't happening yet, but it's the kind of intelligent, proactive communication that AI agents could enable in banking. Beyond just delivering messages, these agents could transform every customer interaction into an opportunity for better service. Reimagining Banking Communications ---------------------------------- Today's bank notification systems mostly operate on if-this-then-that logic. When a transaction occurs, send a confirmation. When a credit card bill is due, send a reminder. When a fixed deposit matures, trigger a renewal notice. While functional, this approach barely scratches the surface of what's possible. But imagine a system where AI agents work together to make every communication meaningful. These agents wouldn't just deliver information – they'd understand context, anticipate needs, interact with one another and take intelligent action to serve customers better. What Are AI Agents? ------------------- Think of AI agents as specialized digital workers with specific skills and responsibilities. Unlike traditional automation that simply follows rules, AI agents can learn, make decisions, and take actions autonomously. They're like having a team of smart assistants who understand their domain deeply and can handle complex tasks without constant supervision. The best part about AI agents is that they can work together. They can share information and coordinate actions to achieve common goals as a team. Most importantly, they can adapt to new situations, making intelligent decisions based on changing circumstances rather than following fixed rules. In a banking context, these agents could monitor customer behavior, analyze financial patterns, manage communication channels, and orchestrate personalized interactions – all while ensuring compliance with banking regulations. How AI agents could transform customer communications in banks? --------------------------------------------------------------- In the future, technology teams in banks will have a team of AI agents, each performing a specific task. Here’s how the team would look like: * A **Strategy Agent** would analyze vast amounts of customer data to identify opportunities like fixed deposit renewal, credit limit increase, offer a low-interest loan product, etc. And, instead of generic notifications, this agent will craft personalized recommendations based on each customer's financial behavior and goals. * An **Engagement Agent** would understand which channel to use, when to use it, and how to communicate. For urgent matters like fraud alerts, it could orchestrate a multichannel communication strategy to ensure immediate attention. * A **Compliance Agent**, will ensure every communication adheres to banking regulations. When rules change, it would automatically adjust message templates and delivery protocols. No more manual updates, no more compliance risks. * And finally, a **Resource Agent** would manage the infrastructure powering all these communications. By predicting notification volumes and understanding patterns – like month-end transaction spikes or quarterly interest credit messages – it could ensure the system scales seamlessly to handle any load. A day in the future of banking communications --------------------------------------------- Let's walk through a typical day where AI agents transform routine banking moments into opportunities for better service. Early morning, the resource agent automatically scales the infra resources because it is the last working day of the month and companies would be running their payroll during the course of the next few days. This means sending a huge volume of SMS messages to customers. Around lunchtime, Sarah pays her credit card bill. The Strategy Agent notices she's been using close to 80% of her card limit for the last three months and sends Sarah a notification to increase her credit limit on WhatsApp. Sarah clicks the CTA and increases her credit limit from WhatsApp, without having to open her mobile banking app or having to call her relationship manager. In the evening, Raj receives his salary. The Strategy Agent notices that Raj has two credit cards that are due on the same date. So, instead of sending a standard credit alert, the strategy agent sends a digest message on WhatsApp, mentioning his salary and also the due date for his cards. Each interaction is timely, relevant, and personalized. The agents don't just send notifications – they work together to understand customer needs, spot opportunities to help, and communicate in ways that feel natural and helpful. Making this future a reality ---------------------------- While this level of intelligent communication isn't here yet, the foundation is being laid. Banks can start preparing by: * Understanding their current communication patterns and pain points. Which notifications drive value? Where do opportunities for personalization exist? What frustrates customers when they think about your current communications? * Building a data infrastructure that can support AI agents. These systems will need rich, clean data about customer preferences, behaviors, and interactions to make intelligent decisions. * Developing clear governance frameworks. As AI agents take on more complex tasks, banks need clear rules about their autonomy and decision-making authority. The Road ahead -------------- The future of banking communications lies not in sending more messages, but in making each communication count. And, with AI agents, banks could transform routine notifications into opportunities for deeper engagement. AI agents can help banks move from reactive to proactive communication, and from generic broadcasts to personalized conversations. Imagine a bank that doesn't just inform you about what happened, but helps you understand what could happen next. A bank that doesn't just send reminders, but provides insights. A bank whose communications feel less like notifications and more like having a personal relationship manager at your fingertips. This is the promise of AI agents in banking communications. While we're not there yet, the potential is enormous. For banks willing to embrace this vision, the opportunity to reshape customer relationships through intelligent communication awaits. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The role of AI in customer communications management Author: Aniketh Jain Published: 2025-01-06 Category: Thought leadership Tags: AI, Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/role-of-ai-in-ccm ​Picture this: A customer misses a credit card payment. Instead of sending a standard reminder through every available channel, your communication system analyzes their past behavior, recognizes they're most responsive on WhatsApp during evening hours, and sends a personalized message at exactly the right moment. The system then automatically adjusts future communications based on how they respond. This isn't science fiction – it's the AI-powered future of customer communications, and it's closer than you think. The evolution of customer communication --------------------------------------- We've come a long way from the days of one-size-fits-all customer communication solutions. Traditional CCM platforms first gave us the ability to reach customers across multiple channels. Then orchestration layers helped us manage these channels more effectively. But now, AI is ushering in a new era where systems don't just deliver messages – they learn, adapt, and evolve with every interaction. This shift isn't just changing how we manage communications; it's fundamentally transforming how businesses interact with their customers. How will AI transform customer communications? ---------------------------------------------- We’ve listed down the following scenarios where AI will improve the efficiency of your customer communications. ### Smart channel selection and timing Imagine your notification system learning from millions of interactions that you send in order to determine not just which channel to use, but exactly when to send each message. Through sophisticated pattern analysis, AI systems can predict when each customer is most likely to respond and automatically adjust delivery times based on their time zones and activity patterns. The system continuously learns which channels work best for different types of messages and customer segments, creating an ever-improving communication strategy. ### Dynamic budget optimization AI systems can effectively manage your channel-wise messaging budgets without human intervention. Set a spend threshold for each channel, and AI will make real-time adjustments based on message performance and automatically switch channels when costs exceed ROI thresholds. This intelligent approach ensures smart allocation of resources across channels, maximizing effectiveness while minimizing the spend on all channels at once. ### Predictive content optimization When it comes to optimization, AI can do more than just choosing channels – it can make messages more effective by continuously analyzing which formats drive the highest engagement. The system automatically adjusts message length and style based on the channel and audience, while simultaneously testing different variations for maximum impact. This creates a constant cycle of improvement in message effectiveness. ### Intelligent failover systems When message delivery fails, AI springs into action by instantly analyzing the cause of failure and choosing the next best channel based on past performance. The system can adjust delivery parameters in real-time, significantly improving success rates and ensuring critical messages reach their intended recipients. Real-World Applications ----------------------- Let's look at how this might work in practice: ### Banking notifications A bank needs to send a critical account update. The AI system embedded into a customer communications management (CCM) platform will perform the following actions to make sure the message reaches the customer through the most effective channel: 1. Check the customer's past engagement history 2. Note that they rarely open emails but respond quickly to WhatsApp 3. Send the message via WhatsApp during their typical active hours 4. Automatically fall back to SMS if WhatsApp delivery fails ### E-commerce updates How can AI enhance the way e-commerce companies managing shipping notifications? Let’s find out. 1. The built-in AI system present in the CCM platform analyzes customer preferences for order update notifications. 2. It understands that customers prefer order update notifications via email during work hours 3. It schedules two messages, one via email during work hours and another one via push notifications for evening deliveries. 4. It then adjusts message timing based on typical customer response patterns 5. It also automatically balances channel costs against delivery urgency Preparing for the AI-Driven future ---------------------------------- To make the most of AI in CCM, businesses need to take several key steps. First, they should focus on centralizing their data, ensuring all communication information is accessible and properly structured. It's equally important to build flexible systems that can adapt to new AI capabilities as they emerge. Strong data protection measures must be implemented while leveraging AI capabilities, and businesses should start small with specific use cases before expanding based on results. The human element ----------------- While AI is transforming CCM, it's important to remember that the goal isn't to remove the human element – it's to enhance it. AI should help businesses communicate more effectively while maintaining the authenticity and personal touch that customers value. Conclusion ---------- The future of CCM is intelligent, adaptive, and incredibly powerful. As AI continues to evolve, businesses that embrace these technologies will find themselves better equipped to meet customer expectations while optimizing their communication resources. The question isn't whether AI will transform CCM – it's how quickly businesses will adapt to this new reality. Those who move first will gain a significant advantage in customer engagement, cost efficiency, and operational effectiveness. Are you ready to embrace the AI-driven future of customer communications? [Talk to us](https://www.fyno.io/schedule-demo) to see how Fyno can help streamline your business. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Microservice communication: Orchestration vs. choreography Author: Karthik Pasupathy Published: 2024-12-30 Category: Articles Tags: Communication costs, Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/microservice-communication-orchestration-vs-choreography-cm4s2hdkj001z9jfftra3n7zb Every engineering leader has faced the classic build vs. buy dilemma. When it comes to critical infrastructure like notification systems, the decision becomes even more difficult. Building in-house offers unparalleled customization and control but comes with steep resource demands. Buying a ready-made solution can accelerate deployment and simplify maintenance but may limit flexibility. To put this into perspective: building a notification system capable of handling millions of messages per day might require a team of engineers, months of development time, and ongoing compliance updates for regulations like GDPR or ISO. On the other hand, buying middleware typically reduces implementation time by 70-80%, freeing up resources for product innovation. But is it as simple as weighing upfront costs against long-term benefits? Not quite. The build vs. buy decision hinges on more than just numbers, it’s about aligning your infrastructure with your business objectives, anticipating future scale, and managing operational complexity. In this blog, we’ll peel the layers of the build vs. buy dilemma. By the end, you’ll have the insights to make a decision that balances customization, scalability, and business agility, without losing sleep over your notification infrastructure. Choreography in microservices: A deeper dive -------------------------------------------- In microservice architectures, choreography employs a decentralized, event-driven approach where services communicate through asynchronous messages rather than relying on a central orchestrator. ### **Core principles of choreography** **Event-driven design**: Services broadcast events when state changes occur, enabling other services to react autonomously. For instance, a payment service might emit a "Payment Processed" event, triggering downstream services such as inventory updates or notification dispatch.​ **Asynchronous messaging**: By relying on message brokers like Kafka, RabbitMQ, or AWS SQS, services achieve loose coupling and non-blocking communication. This ensures high availability and responsiveness even under heavy load.​ Microservice communication challenges ------------------------------------- ### 1\. **Systemic complexities** Microservices thrive on independence but struggle with coordination. Latency issues emerge when services must wait for data or responses, leading to cascading slowdowns across the system. For example, in a payment gateway handling high transaction volumes, even a 200ms latency in validating a transaction can create bottlenecks, disrupting the user experience. Consistency is another hurdle. How do you ensure that customer data is identical across microservices when one service fails? Techniques like event sourcing and distributed transactions can help but often come with trade-offs in complexity and performance. Failure recovery, too, is intricate. A failing service might impact downstream dependencies unless a circuit breaker pattern is implemented. ### 2\. **The scalability imperative** Scaling microservices isn’t just about adding more instances. As service dependencies multiply, communication between them must scale efficiently. Consider a logistics company: as new regional hubs integrate into its system, the load on APIs spikes. Without asynchronous messaging or service meshes like Istio, latency and communication costs balloon. Furthermore, synchronous communication, such as direct API calls, can become a bottleneck during peak load. As Martin Fowler emphasizes, "Integration points are where systems are most likely to break," making scalable communication an imperative for engineering leaders. ### 3\. **Strategic framing** Why does this matter? Unaddressed communication challenges can cripple growth. Imagine a bank’s microservices failing to reconcile transactions in real-time during a holiday sale, a situation that could lead to financial losses and erode customer trust. Solving these challenges isn't just about technical fixes; it's about aligning architecture with business objectives. Engineering leaders must invest in proactive monitoring tools, well-documented APIs, and disaster recovery strategies to ensure systems remain resilient under load. Other issues like debugging distributed systems is notoriously difficult. A single event may trigger multiple services, making it challenging to trace issues. Maintaining compatibility during schema changes is critical. Breaking changes can disrupt downstream consumers. **Orchestration** ----------------- In a microservices architecture, orchestration centralizes the control of service interactions through a designated orchestrator. This orchestrator coordinates the sequence and execution of tasks, ensuring that services work in harmony to achieve a specific business objective. Tools such as Kubernetes, Apache Airflow, and Camunda are widely used in the industry, providing automated workflows, scaling, and monitoring. ### **Core principles** Orchestration operates on the premise of centralized governance, where the orchestrator directs every step of the process. It ensures: 1. **Explicit workflow control**: The orchestrator defines and manages workflows, ensuring all components interact predictably. 2. **Error handling and retries**: Centralized systems can identify failed steps and reattempt them without disrupting the entire workflow. 3. **Scalability through automation**: Allows automated scaling of services based on real-time workload demands.​ The real question: Build vs Buy? -------------------------------- Building your notification infrastructure in-house might seem appealing at first glance due to the promise of customization and control. However, the reality is more complex. While you gain the ability to tailor solutions precisely to your needs, you also take on the heavy burden of operational costs, compliance efforts, and scalability challenges. Managing even a small team of engineers for this purpose can divert significant resources away from your core business objectives. ### **Building in-house: Pros and cons** * **Pros**: Complete control over the infrastructure, allowing you to align it with specific organisational workflows. * ​**Cons**: Requires 1-2 full-time engineers, ongoing maintenance, and substantial effort to stay compliant with regulations like GDPR. Scaling during high-volume periods becomes a bottleneck without significant investment.​ ### **Buying a middleware: The game-changer** Platforms like Fyno offer out-of-the-box solutions that address these challenges. By eliminating the need for dedicated engineering efforts and offering plug-and-play integrations, Fyno enables organisations to scale quickly. It ensures 100% deliverability, seamless provider management, and compliance with key standards. **Decision factors: What should drive your choice?** 1. **Cost**: Transitioning to a middleware can result in up to 80% savings in engineering overhead and other operational costs. 2. **Expertise**: Middlewares reduce the need for in-house expertise, letting your team focus on product development. 3. **Scalability**: Handle millions of notifications effortlessly with no-code drag and drop workflow builder. 4. **Compliance**: Built-in adherence to SOC 2, ISO, GDPR eliminates your compliance concerns. Enter Fyno ---------- Fyno is a modern communication stack to consolidate customer communications. It provides a powerful control centre orchestrate/ manage customer communications across any channel. Out feature set is extremely malleable and modular, allowing engineering and product teams to build and manage their use-cases with “limited to no coding” effort. * **Intelligent routing**: Configure cross-channel communication flows using a no-code interface, ensuring 100% deliverability with automated retries and failover protocols. * **Multi-tenant workspaces**: Manage distinct communication requirements by configuring unique integrations, workflows, and templates within separate workspaces, having a china-wall policy. * **Template management**: Create, edit, test, and publish multi-channel messaging templates in real-time without developer intervention, utilising a user-friendly drag-and-drop editor. * **Powerful workflow engine**: Design and automate communication pipelines with a drag-and-drop workflow builder, integrating seamlessly with various systems, analytics platform, or your backend. * **Unified analytics**: Access consolidated logs and real-time data across all channels and providers, enabling efficient troubleshooting and performance monitoring from a single dashboard. So what should you do? ---------------------- Well, when building your product, innovation and customer experience are your top priorities. But does your customer notification system receive the same attention? At first, building your own notification infrastructure might seem like the right move. But as engineering resources and costs pile up, what starts as a simple ‘in-house solution’ quickly turns into a bottleneck, diverting focus from the areas that actually drive revenue. Before you take a call, ask yourself these questions. * How does your current notification infrastructure handle unexpected spikes in volume? * What’s the operational cost breakdown of maintaining your in-house notification system? * How quickly can you integrate new communication channels or features into your current system? * How much time and effort does your team spend ensuring compliances like GDPR? * Does maintaining your notification system take your team’s focus away from your core product? * Are you compromising on deliverability or costs just because it is painful to integrate a new vendor? * What’s your deliverability rate across all notification channels? * Are your customers paying you to receive these communications or your core offering? * Are you able to observe your providers’ performance and communication insights? If these questions left you unconvinced that your current setup is efficient, scalable, and cost-effective, then it’s time to rethink your approach. Now, if you could free up 70% of your operational costs for notifications, how would you reinvest those savings? Talk to us today to see how you can get started and transform your customer notification strategy. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why personalization might increase your SMS cost? Author: Karthik Pasupathy Published: 2024-12-30 URL: https://www.fyno.io/blog/null Consider you’re sending a transactional SMS like this: _"Dear \[CustomerName\], your account ending in \[Last4Digits\] was debited with INR \[Amount\] on \[Date\]. Your updated balance is INR \[BalanceAmount\]."_ On the surface, it seems straightforward. But let’s unpack the technical and cost implications. For "Amy," this message might fit within one segment, but for "Alexandria," the additional characters could push it into a second segment, instantly doubling the cost. Now, what if there are unicode complications? Let’s say you want to add special characters like emojis or non-Latin scripts for multilingual regions, the character count in the seemingly single SMS would jump multifold and inflate costs. Now scale this scenario across millions of messages sent daily by BFSI and logistics enterprises. The result? Skyrocketing costs tied to personalization complexity, compliance requirements, and dynamic routing. For engineers and product managers, the challenge is twofold: architect systems that can handle these dynamic demands while optimizing for costs and reliability. This blog dives into the hidden drivers of SMS personalization costs, the engineering hurdles at scale, and strategies to build smarter, cost-efficient communication systems that don’t compromise. What makes personalization crucial? ----------------------------------- In the BFSI sector, timely and accurate communication is non-negotiable. For example: * **Fraud alerts** must include transaction-specific details, such as amount and merchant name, to prompt immediate action. * **Loan reminders** need to consider customer-specific interest rates and tenure to remain relevant.Personalized messages reassure customers that the institution understands their needs and is committed to safeguarding their interests. For logistics, personalization enhances operational transparency: * **Dynamic delivery updates** tailored to the recipient's location improve customer experience. * **Feedback requests** post-delivery can be personalized with shipment details to boost response rates. ### Personalized messaging as a competitive advantage Enterprises operating in saturated markets must differentiate themselves. Personalized SMS communication ensures messages are not only received but also acted upon. The stakes are high in BFSI, where customer churn can result from impersonal communication, and in logistics, where delivery reliability directly affects brand reputation. ### Engineering impact While marketing teams may focus on engagement, engineering teams face the technical challenge of scaling such systems without compromising on reliability, delivery rates, or compliance. Personalization adds a layer of complexity that requires robust infrastructure and real-time data processing capabilities. ### Breaking down the cost drivers of SMS personalization Personalization in SMS communication involves more than simply adding a customer’s name to a message. For enterprise teams in BFSI and logistics, personalization demands sophisticated engineering and operational processes, which inevitably drive costs upward. Below are the core cost drivers contributing to the higher expense of personalized SMS communication. ### 1\. **Increased API calls and segmentation overhead** Personalized SMS requires dynamic segmentation and real-time message generation, which multiplies the number of API calls to backend systems. * **Data fetch operations:** Personalized messages must pull customer-specific data (e.g., transaction details or delivery timelines) from CRM systems, databases, or customer data platforms (CDPs). * **Real-time segmentation:** APIs are invoked to identify the right audience segment based on criteria like location, behavior, or transaction history. For example, logistics companies need APIs to dynamically assign delivery routes, while BFSI uses APIs to segment customers by account type or credit score. These API interactions not only consume compute resources but also increase latency and network costs, especially for enterprises operating at scale. ### 2\. **Template variability and compliance** Unlike bulk SMS, which relies on standardized templates, personalized SMS campaigns often require multiple template variations to cater to diverse audiences. * **Complexity in template approval:** For BFSI, templates must adhere to strict regulatory frameworks, such as TRAI in India or GDPR in Europe, requiring pre-approvals for each variation. This adds compliance-related overhead. * **Localization and language support:** Personalized messaging in logistics often involves region-specific languages and content adjustments, increasing the cost of template management. For example, a BFSI company sending loan reminders across multilingual regions might need 20+ variations of the same message to ensure relevance, each requiring regulatory clearance. ### 3\. **Dynamic content and data processing costs** Generating dynamic content for personalized SMS involves real-time data processing, which adds computational overhead: * **Dynamic fields:** Information such as customer names, account details, or shipment tracking links must be injected dynamically into SMS templates at runtime. This requires integration with robust middleware. * **Data validation and integrity checks:** For BFSI, ensuring the accuracy of financial details like transaction amounts or due dates demands additional processing. For logistics, validating shipment statuses or delivery ETAs increases complexity. The cost escalates further when message generation requires advanced computations, such as calculating interest rates or estimated delivery windows, in real-time. ### 4\. **Delivery failures and retries** Delivery failures can occur due to: * **Invalid or outdated customer data** (e.g., phone numbers). * **Errors in dynamic message fields,** such as missing data or incorrect formatting. For logistics, incorrect routing information could mean failed notifications about deliveries. In BFSI, failure to deliver critical alerts like OTPs can lead to customer dissatisfaction or security risks. **Cost implication:** Failed messages trigger automatic retries, incurring additional charges for every attempt. Engineering teams must implement logic to minimize failures, such as pre-validation of recipient data. ### 5\. **Smart routing complexity** Enterprises aiming to optimize costs often adopt smart routing strategies. However, personalized SMS disrupts traditional routing efficiencies: * Routing depends on the message's nature and recipient’s geography. * Personalized messages require dynamic routing adjustments based on delivery urgency. For instance, a logistics firm may need to prioritize updates for shipments nearing delivery deadlines, while BFSI must ensure immediate delivery of OTPs. The dynamic nature of such routing increases costs compared to bulk messaging. ### Engineering challenges * **Scalability:** Building systems capable of handling high-frequency API calls and dynamic routing without performance degradation. * **Reliability:** Ensuring message delivery even with increased retry rates and processing complexity. * **Compliance:** Maintaining regulatory adherence across diverse geographies and message templates. Technical challenges amplifying costs ------------------------------------- Delivering personalized SMS at scale presents several technical challenges for BFSI and logistics enterprises. These challenges are not merely operational but demand robust engineering solutions, which often increase costs. Below are the key technical obstacles that complicate personalized SMS systems. ### 1\. **Legacy systems and integration complexities** Many BFSI and logistics enterprises still rely on legacy infrastructure, making integration with modern systems challenging: * **Data accessibility issues:** Legacy systems often store data in silos, complicating real-time data retrieval required for personalization. * **API incompatibility:** Bridging legacy applications with modern APIs involves middleware solutions, which add latency and development costs. For example, a BFSI institution using a decades-old core banking system may face significant overhead in extracting real-time account data for SMS personalization. ### 2\. **Handling massive data volumes** Enterprises generate vast amounts of data daily: * BFSI: Millions of transactional records, account activities, and customer interactions. * Logistics: Data from tracking systems, inventory, and delivery networks. **Challenge:** Processing these volumes in real-time for personalization requires advanced computational resources, driving up cloud or server infrastructure costs. This is particularly demanding for high-frequency SMS systems like OTP notifications or shipment updates. ### 3\. **Dynamic template errors** Dynamic fields (e.g., names, account balances, delivery times) in SMS templates increase the risk of errors: * **Invalid or missing data:** If real-time data is unavailable or incomplete, it can result in broken messages, failed deliveries, or compliance violations. * **Formatting issues:** Complex templates with multiple variables (e.g., currency formats in BFSI or delivery slots in logistics) require extensive validation before dispatch. Engineering teams must invest in robust validation pipelines and error-handling mechanisms, which add development and operational costs. ### 4\. **Security and compliance overheads** Personalization often involves sensitive data such as financial transactions or customer addresses. Protecting this data introduces additional challenges: * **Data encryption:** Encrypting SMS payloads increases computational overhead. * **Regulatory compliance:** BFSI enterprises must adhere to frameworks like PCI DSS for financial data and GDPR for customer privacy. Similarly, logistics companies handling cross-border deliveries face data sovereignty regulations. Non-compliance can lead to costly fines, driving the need for secure and auditable communication systems. ### 5\. **Scalability challenges in high-traffic scenarios** Personalized SMS systems must handle unpredictable spikes in traffic: * BFSI: High volumes of OTP requests during payment gateways’ peak hours. * Logistics: Surge in delivery updates during seasonal sales or promotions. Scaling backend systems to meet such demand requires advanced load-balancing strategies and elastic infrastructure, increasing both setup and ongoing costs. ### 6\. **AI and machine learning complexity** Enterprises leveraging AI for predictive personalization face additional technical hurdles: * **Model training and inference:** Building models to predict customer behavior or optimize message content demands significant computational resources. * **Data drift issues:** Personalized systems must continuously adapt to changing customer patterns, requiring regular retraining of AI models. These processes not only incur infrastructure costs but also require specialized engineering expertise, raising overall operational expenses. ### 7\. **High retry rates and failed deliveries** Failed SMS deliveries result in higher retry rates, often caused by: * Outdated or incorrect customer contact information. * Delivery bottlenecks in rural or international regions. Retries generate additional API calls and incur charges from SMS gateway providers, impacting cost-efficiency. Fyno's dynamic credit calculation: A cost-saving strategy --------------------------------------------------------- One of Fyno’s standout features for SMS personalization is its real-time credit calculation system. Fyno evaluates the total character count, encoding type, and message structure to predict how many credits a single message will consume. This functionality is invaluable for BFSI and logistics enterprises managing high-volume, dynamic SMS systems. ### **How Fyno's credit calculation works** 1. **Dynamic character count in real time:** We continuously track the total number of characters in the SMS, including static and dynamic fields like (or) When a message exceeds the 160-character limit for GSM-7 encoding or the 70-character limit for Unicode encoding, we ensure visibility into how many credits each message will use. **Example:** In BFSI, if an OTP message includes a personalized greeting, account details, and a transaction URL, Fyno calculates whether the combined text fits within a single credit. Messages exceeding the character limit are segmented into multiple SMS credits. 2. **Encoding detection:** Fyno distinguishes between GSM-7 (standard encoding) and Unicode (used for special characters such as emojis). It warns when Unicode characters inadvertently increase the SMS length, a common issue for multilingual logistics teams sending region-specific messages. **Impact:** Logistics teams can reduce credit consumption by ensuring URLs or placeholder fields don’t accidentally trigger Unicode encoding. 3. **Instant feedback for template optimization:** Fyno provides real-time validation, allowing teams to adjust templates before sending. Businesses can tweak templates to avoid costly splits, such as reducing unnecessary dynamic variables or rephrasing text to stay within the character limit. **Example:** As shown in the screenshot, we immediately flag the SMS length and calculates two credits for 188 characters. This insight allows engineers to restructure the message to fit within 153 characters, saving an entire credit per SMS. Future trends and innovations in cost-effective SMS personalization ------------------------------------------------------------------- As SMS personalization continues to evolve, enterprises must embrace emerging technologies to reduce costs and enhance messaging efficiency. Below are three critical trends shaping the future of SMS personalization, focused on engineering-driven outcomes like scalability, security, and operational efficiency. ### **Rich Communication Services (RCS)** RCS is the next-generation evolution of SMS, offering enhanced interactivity and richer content capabilities. Unlike traditional SMS, RCS supports images, videos, buttons, and branded elements, creating more engaging and secure customer communication. * **Branded messaging:** RCS allows companies to embed logos, colors, and custom layouts directly in messages, providing a professional and trusted user experience. For BFSI, this reduces fraud risks by ensuring users recognize legitimate communications. * **Interactive features:** Functionalities like quick-reply buttons and carousels simplify user actions, such as confirming payments or viewing shipment details. **Example use case:** BFSI firms can send RCS-based loan offers with clickable interest calculators, while logistics companies use RCS to provide interactive delivery tracking. * **Reduced redundancy:** The integration of multiple features in a single message minimizes follow-ups, saving API and gateway costs. * **Compliance ready:** RCS inherently meets data security standards with end-to-end encryption, reducing engineering overhead for compliance-related enhancements. **Challenges:** Adoption of RCS depends on smartphone compatibility and carrier availability, which may limit reach in certain regions. ### **Predictive analytics for personalization** AI-driven predictive analytics is transforming SMS personalization by enabling real-time insights into customer behavior. At Fyno, our predictive systems flag potential issues (e.g., invalid numbers) before sending, reducing retry rates. ### **Omni-channel synergies** Moving beyond SMS, enterprises are increasingly adopting an omni-channel strategy, integrating multiple communication channels like WhatsApp, email, and push notifications to deliver cost-effective personalization. * **Centralized messaging infrastructure:** Platforms like Fyno enable seamless integration of multiple channels through a single API, simplifying maintenance and scaling. * **Channel optimization:** Systems dynamically select the most cost-effective channel based on user preferences and message urgency, while also adhering to compliance and regulations. * **Cost-effective channel usage:** Reducing SMS traffic by shifting non-critical messages to free or lower-cost channels by leveraging push notifications for app users, minimizing dependency on external gateways. **Example use case:** * BFSI: Sending high-priority OTPs via SMS but low-urgency notifications (e.g., credit score updates) via email. * Logistics: Using WhatsApp for delivery confirmations with images and SMS for rural customers lacking smartphone access. Conclusion ---------- The future of SMS personalization lies in leveraging technologies like RCS, predictive analytics, and omni-channel integration to balance cost-efficiency with operational excellence. Personalization amplifies messaging complexity, but innovations like real-time credit tracking, predictive AI, and RCS mitigate these challenges. Enterprises should adopt customer communication management platforms like consolidate channels, optimize templates, and integrate AI for smarter personalization. By aligning engineering goals with cost strategies, teams can achieve scalable, ROI-driven communication systems. So, what are you waiting for? Fyno’s no-code communication platform simplifies SMS personalization, providing engineering teams with the tools to deliver scalable, compliant, and cost-effective messaging solutions. Contact us to learn how Fyno can transform your communication infrastructure. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Idempotent requests in notification infrastructure Author: Karthik Pasupathy Published: 2024-12-17 Category: Articles Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/null Imagine this: you send out a critical transaction alert, but due to a network hiccup, the request is retried multiple times. Instead of a single message, your user receives a flurry of identical alerts, leading to confusion and frustration. This is where idempotency becomes a game-changer. In technical terms, an idempotent request ensures that executing the same operation multiple times produces the exact same result — no duplicates, no unintended consequences. Think of it as the backbone of reliability in distributed systems, especially for high-stakes applications like notifications, where precision matters. For developers working on notification infrastructures, idempotency isn’t just a nice-to-have; it’s essential. It safeguards against network disruptions, retry storms, and data inconsistencies, ensuring that every notification lands exactly as intended. In this blog, we’ll dive into why idempotency is critical for building robust systems, explore its implementation in real-time and batch processes, and show how tools like Fyno ensure seamless, error-free notifications across multiple channels. **What is an idempotent request?** ---------------------------------- An idempotent request is one that yields the same result regardless of how many times it's executed. In the context of HTTP, methods like **PUT** and **DELETE** are inherently idempotent. For instance, sending a DELETE request to remove a specific resource will have the same effect whether it's sent once or multiple times; the resource will be deleted, and subsequent requests will confirm its absence Why idempotency matters? ------------------------ Idempotency is vital for maintaining consistency and reliability in communication systems. #### Common scenarios 1. Handling failed API requests due to network issues: Network disruptions can cause API requests to fail, leading to potential data inconsistencies. Implementing idempotent operations ensures that retrying these requests doesn't result in duplicate notifications or unintended side effects. 2. Retrying notifications without creating duplicates: In high-volume systems, retries are common. Without idempotency, each retry could generate a new notification, overwhelming recipients and systems. Idempotent operations prevent this by recognizing and discarding duplicate requests. #### Key Challenges 1. Balancing high throughput with strict idempotent controls: Achieving high performance while maintaining idempotency can be challenging. It requires designing systems that efficiently track and manage request states without becoming bottlenecks. 2. Synchronizing data across distributed services: In distributed architectures, ensuring that all services have a consistent view of request states is complex. Implementing idempotency requires robust mechanisms to synchronize data and handle inconsistencies gracefully. **Architecting idempotent notification systems** ------------------------------------------------ Designing a notification system that guarantees each message is processed exactly once requires careful planning. Key architectural considerations include: 1. **Statelessness in API design to support idempotency** Creating stateless APIs ensures that each request is independent, facilitating idempotent operations. By not relying on stored states, the system can handle repeated requests without unintended side effects. For instance, in the logistics sector, a stateless API can process shipment updates consistently, even if the same update is sent multiple times due to network retries. 2. **Using centralized stores for key management** Implementing a centralized store, such as Redis or DynamoDB, to manage idempotency keys is crucial. These keys help track processed requests, preventing duplicate processing. 3. **Implementing retry logic ** Network failures and transient errors are inevitable. Designing safe retry mechanisms that maintain idempotency is essential to ensure reliable notification delivery. Incorporating idempotency keys into your retry logic allows the system to recognize and ignore duplicate requests. This approach ensures that even if a notification is retried multiple times, it is processed only once. For example, in logistics, if a delivery status update fails due to a network issue, the system can retry sending the update without causing multiple entries in the tracking system. **Practical tools and techniques for idempotency** -------------------------------------------------- By implementing practical tools and techniques, organizations can effectively manage duplicate notifications and enhance user experience. #### **Tracking Requests** Assigning unique identifiers to each notification request is fundamental. These identifiers, often referred to as idempotency keys, ensure that even if a request is sent multiple times due to network issues or retries, it is processed only once. For instance, in the logistics industry, when updating shipment statuses, using unique identifiers prevents customers from receiving multiple notifications for the same event. #### **Database Techniques** Databases play a pivotal role in managing idempotency keys. Systems like PostgreSQL, Redis, and Cassandra can store these keys efficiently: 1. **PostgreSQL**: Utilize its ACID compliance to ensure that each idempotency key is unique and transactions are processed reliably. 2. **Redis**: Leverage its in-memory data structure for rapid storage and retrieval of idempotency keys, making it suitable for real-time applications. 3. **Cassandra**: Employ its distributed nature to handle large volumes of idempotency keys across multiple nodes, ensuring scalability. #### **Monitoring and Validation** Implementing tools for real-time tracking and validation is essential to detect and suppress duplicate notifications: 1. **Monitoring Tools**: Use platforms like Prometheus or Grafana to monitor notification systems and identify anomalies indicating duplicate messages. 2. **Validation Mechanisms**: Incorporate checks that compare incoming requests against stored idempotency keys to ensure duplicates are not processed. **Fyno’s approach to idempotency** ---------------------------------- Fyno integrates idempotency into its workflows to prevent duplicate notifications. This ensures that even if a request is retried due to network issues, the same notification isn't sent multiple times. In Fyno, configuring this key involves: 1. Accessing the workflow settings. 2. Navigating to the 'Idempotent' tab. 3. Entering a unique key to prevent duplicate notifications for a specified duration. This setup ensures that notifications are sent only once per unique event, even if multiple requests are made. #### **Customizing key parameters** Fyno allows customization of the idempotent key's validity period, ranging from 1 second to 24 hours. It's recommended to use keys of 256 characters or less for optimal performance. Adhering to these best practices helps maintain system efficiency and reliability. ### Debugging and monitoring idempotent workflows In notification infrastructures, especially transactional communications, it is crucial to ensure that each message is delivered once and only once. Idempotency plays a vital role in achieving this reliability. However, even with idempotent workflows, issues can arise. Effective debugging and monitoring are essential to maintain system integrity. #### Common debugging scenarios Identifying and resolving problems with idempotency keys is a common challenge. To detect and fix such issues: * **Monitor for Duplicate Requests:** Implement logging to track incoming requests and their associated idempotency keys. This helps in identifying patterns of duplication. * **Validate Key Uniqueness:** Ensure that each idempotency key is unique and correctly associated with its intended operation. This prevents unintended processing of duplicate requests. * **Handle Key Expiry:** Set appropriate expiration times for idempotency keys to balance between preventing duplicates and allowing legitimate retries. #### Performance insights Analyzing retry patterns is essential for optimizing system throughput. Excessive retries can lead to system overloads, while insufficient retries may result in missed notifications. To achieve optimal performance: * **Implement Exponential Backoff:** Gradually increase the interval between retries to reduce server load and prevent congestion. * **Set Retry Limits:** Define a maximum number of retry attempts to avoid infinite loops and resource exhaustion. * **Monitor System Load:** Continuously assess system performance to adjust retry strategies dynamically, ensuring efficient resource utilization. Handling idempotency in Fyno’s Omnichannel notifications -------------------------------------------------------- Today, businesses communicate with customers through multiple channels, including SMS, email, WhatsApp, and push notifications. Ensuring consistent and reliable messaging across these platforms is crucial. Idempotency plays a vital role in achieving this consistency by preventing duplicate messages and maintaining system reliability. **Ensuring consistency across channels** When sending notifications via SMS, email, WhatsApp, and push notifications, it's essential to ensure that each message is delivered once and only once. Idempotency ensures that even if a message is sent multiple times due to retries or errors, the recipient receives it only once. **Failover and smart routing** Failover mechanisms are designed to reroute messages through alternative providers when the primary provider experiences issues. Smart routing enhances this by selecting the most efficient path for message delivery based on real-time conditions. Integrating idempotency into these systems ensures that messages are not duplicated during the failover process, maintaining a seamless communication experience for the customer. **Idempotency for alternate providers** When a primary notification provider fails, systems may switch to alternate providers to ensure message delivery. Without idempotency, this switch can result in the same message being sent multiple times. By implementing idempotency, businesses can ensure that even when fallback mechanisms are activated, each notification is delivered only once, preserving the integrity of customer communications. Conclusion ---------- Incorporating idempotency into notification infrastructures is essential for businesses that provide reliable and efficient communication, especially for critical and transactional alerts. Companies can maintain trust and deliver a seamless experience to their customers by ensuring that repeated operations do not lead to unintended consequences. Talk to us or sign up for free to explore how Fyno can enhance your notification infrastructure with seamless reliability and efficiency. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Top WhatsApp Business API providers Author: Karthik Pasupathy Published: 2024-12-17 Category: Articles Tags: Customer communication, WhatsApp URL: https://www.fyno.io/blog/null Every day, over 175 million people receive messages from businesses on WhatsApp, from delivery updates and account alerts to promotional offers. For small businesses, the WhatsApp Business App makes this possible with its simple interface and limited features. But as customer demands grow and message volumes rise, the basic app starts to fall short. That’s where the WhatsApp Business API comes in—a tool specifically built to meet the needs of larger businesses that need to scale their communication, manage automation, and integrate seamlessly with CRMs and customer data platforms. Unlike the standard app, the API is designed for high-volume messaging, enabling real-time updates and interactive experiences across industries. In this blog, we’ll dive deeper into how the WhatsApp Business API works, explore its core use cases, and outline what to look for when choosing the right API provider to elevate your customer communication strategy. ### Understanding the WhatsApp Business API At its core, the API allows businesses to interact with customers on WhatsApp with advanced automation, messaging capabilities, and integrations, enabling a smooth user experience. Unlike the WhatsApp Business App, which caters to small businesses with limited features, the API is designed to support larger organizations by allowing high-volume messaging and tailored automation. Now, what makes the WhatsApp Business API a better choice than the basic app for businesses One key distinction is scalability. The API supports a higher volume of messages, making it ideal for larger enterprises and businesses with high customer communication needs. Additionally, API users can leverage advanced integrations with CRMs and customer data systems, enabling more targeted and personalized communication. When it comes to practical use cases, the WhatsApp Business API is widely adaptable. It’s used for customer support, where companies can automate responses for common inquiries, reducing the need for manual handling. Notifications are another common use, allowing businesses to send timely updates—think account alerts for banks or delivery updates in logistics. For sales automation, the API supports promotional messaging within WhatsApp’s policies, making it easier to guide customers through a sales funnel, send reminders, or introduce new services. Key Criteria for Selecting a WhatsApp API Provider -------------------------------------------------- For engineers and technical decision-makers, selecting the right WhatsApp API provider goes beyond just surface-level functionality. Here are the core criteria to evaluate when choosing a WhatsApp API provider, especially for applications in high-stakes fields like BFSI and logistics. 1. **Reliability and Uptime**: High uptime (99.9% or greater) is essential for maintaining continuous communication, especially when handling real-time transactional updates in sectors like banking. Look for providers with reliable infrastructure, regional redundancies, and efficient failover mechanisms to minimize latency. A globally distributed server network and load balancing capabilities can further ensure message delivery speed and consistency. 2. **Scalability**: As message volume grows, API scalability is critical. Assess the provider’s ability to handle high throughput with consistent performance, especially during peak times. Asynchronous messaging support, efficient rate limiting, and capabilities for horizontal scaling are vital for industries like logistics, where volume can spike during busy periods. Providers that leverage serverless architectures or containerized environments typically handle these scaling demands well. 3. **Ease of Integration**: Integration flexibility saves time and reduces complexity. The best providers support multiple programming languages, offer SDKs, and provide clear, example-rich documentation. Look for webhook support, error handling, and compatibility with major CRMs and cloud platforms. Pre-built connectors for platforms like AWS, Azure, or popular CRMs like Salesforce can streamline deployment significantly. 4. **Security and Compliance**: Look for end-to-end encryption, OAuth 2.0 for secure access control, and GDPR and HIPAA compliance if needed. Detailed audit logs, secure API key management, and robust access controls add layers of security, helping maintain compliance in line with both customer and regulatory requirements. 5. **Message Types and Features**: Ensure the API can support varied message types (e.g., text, media, interactive messages). It should also allow seamless template management, especially for critical transactional messages. Limitations on file sizes or media types, as well as template approval workflows, should be transparent. Interactive options like call-to-action buttons and quick replies can make interactions more engaging. 6. **Customer Engagement Features**: Advanced automation and personalization capabilities are key. The API should support integration with NLP platforms for chatbots and multi-agent setups, enabling efficient query handling and escalation. For complex customer issues, seamless live-agent handover is invaluable. Workflow customizations allow for more personalized engagements, while AI-powered responses improve responsiveness. 7. **Analytics and Reporting**: Real-time analytics allow businesses to track message delivery, read rates, and response times. Providers offering APIs for customizable reporting and integration with business intelligence platforms allow for granular analysis. A robust API should provide metrics on customer satisfaction and agent performance, ideally with export options for deeper analysis on custom dashboards. 8. **Pricing Structure**: A transparent pricing model helps prevent unexpected costs. Check for clarity on additional charges, such as costs for dedicated numbers or high-priority support. For engineering teams, knowing API rate limits or constraints on the free tier is valuable for budgeting and planning as message volumes increase. 9. **Support and Onboarding**: Technical onboarding and responsive support are crucial, especially during implementation. Providers with active developer communities, GitHub repositories, sample projects, and dedicated technical support teams are more likely to ease the setup and troubleshoot issues quickly. Comprehensive training resources, including video guides and onboarding assistance, are a big plus. 10. **Global Reach and Localization**: For businesses with international reach, the API should support local number configurations, automatic language detection, and multi-language template management. Regional compliance support further ensures seamless operations across markets, making interactions more localized and meaningful to diverse customer bases. Now that we've seen the key criteria, let's look at top WhatsApp business API providers and see how they match up to the above mentioned criteria.  **1\. AiSensy** --------------- AiSensy is a WhatsApp Business API solutions provider specializing in helping businesses create personalized, automated customer engagement experiences on WhatsApp. They offer tools for customer support, marketing, and engagement, primarily through chat automation, with a focus on simplifying the adoption of WhatsApp Business API for businesses of all sizes. **Core Features** * **WhatsApp Automation**: Enables businesses to automate responses, engage with customers via automated workflows, and use chatbots to handle routine inquiries. * **Broadcast Messaging**: Allows sending bulk messages to opted-in customers, making it useful for promotions, announcements, and updates. * **Customer Support**: Provides tools for real-time customer service, allowing teams to manage and respond to customer messages in a centralized dashboard. * **Analytics & Reporting**: Offers insights into message performance, including metrics on delivery, opens, and customer responses. * **Multi-Agent Support**: Allows multiple team members to handle customer queries simultaneously through a single WhatsApp number, with role-based access. **Pros**: * Users appreciate the ease of setup and intuitive interface, especially for small to medium-sized businesses looking for straightforward automation. * The broadcast and chatbot functionalities are commonly praised for helping businesses save time and engage customers efficiently. **Cons**: * Some users mention limitations with customization in chatbot flows, noting that the automation can feel rigid for more complex customer support requirements. * Occasional complaints about customer support response times, with some users noting delays in receiving technical assistance. **2\. Connectly** ----------------- Connectly focuses on enhancing customer engagement through messaging channels, with an emphasis on WhatsApp. They position themselves as a platform for conversational commerce, helping businesses engage customers in meaningful, commerce-driven conversations on WhatsApp. Connectly offers tools to increase conversion rates by enabling businesses to interact with their customers in a more personalized, automated, and responsive way. **Core Features** * **Conversational Commerce**: Designed for sales-driven interactions, enabling businesses to guide customers through the purchase process via WhatsApp. * **Smart Automation**: Offers automated workflows to handle inquiries, lead nurturing, and follow-up messages with minimal manual intervention. * **Integration with E-commerce Platforms**: Connectly integrates with e-commerce platforms like Shopify, allowing businesses to pull product catalogs into WhatsApp and support a seamless shopping experience. * **AI-Driven Recommendations**: Uses AI to analyze customer behavior and send personalized product recommendations or re-engagement messages. * **Payment Collection**: Allows for in-chat payment options, enabling customers to complete transactions directly through WhatsApp. **Pros**: * Users commend Connectly for its strong integration capabilities, particularly with Shopify, which allows for a seamless experience in managing WhatsApp-based sales. * Many users find the AI-driven recommendations helpful in boosting engagement and conversion rates. **Cons**: * Some users find the pricing on the higher side, especially for small businesses that may not need all advanced features. * A few users have mentioned that customization options could be improved for more complex workflows and interactions. **3\. Freshchat** ----------------- Freshchat, part of the Freshworks suite, is a messaging platform designed for customer engagement and support, with WhatsApp as one of its core channels. Freshchat is widely used by businesses aiming to provide seamless customer support, manage inquiries, and enhance customer experience through a unified platform. It’s built for teams that want to streamline interactions across multiple messaging channels, including WhatsApp, website chat, and social media. **Core Features** * **Unified Messaging Inbox**: Allows businesses to manage conversations from WhatsApp, website chat, social channels, and more in a single, centralized inbox. * **AI-Powered Chatbots**: Automates responses to common customer inquiries and handles complex workflows, enabling faster support and consistent service. * **Customer Segmentation**: Provides segmentation tools to target specific customer groups for tailored messaging and support. * **Customizable Message Templates**: Supports WhatsApp template messages for transactional, promotional, and service-related messages. * **Integration with CRM**: Deep integration with Freshworks CRM allows businesses to leverage customer data for more personalized support and communication. **Pros**: * Users appreciate the intuitive interface and centralized inbox, which simplifies handling multiple messaging channels. * The integration with Freshworks CRM is widely praised, allowing teams to access detailed customer information during interactions. **Cons**: * Some users report occasional delays or glitches in message syncing across channels, especially during high traffic periods. * Customization limitations with chatbot workflows are noted by users with more complex support requirements. **4\. Gallabox** ---------------- Gallabox is a conversational commerce platform that enables businesses to modernize and automate customer interactions on WhatsApp. It offers tools for customer support, marketing, and engagement, focusing on simplifying the adoption of WhatsApp Business API for small and medium-sized enterprises (SMEs). **Core Features** * **No-Code Chatbot Builder**: Allows businesses to create and deploy chatbots without coding, facilitating automated customer interactions. * **Shared Team Inbox**: Provides a centralized platform where multiple agents can collaborate and manage customer conversations efficiently. * **WhatsApp Forms**: Enables the creation of interactive forms to collect data from customers directly through WhatsApp, streamlining processes like surveys and feedback collection. * **Integration Capabilities**: Offers seamless integration with various platforms, including Zoho, Shopify, WooCommerce, Wix, WebEngage, Razorpay, and Shiprocket, allowing businesses to connect existing systems with Gallabox. * **Broadcast Messaging**: Facilitates sending bulk messages to opted-in customers for promotions, announcements, and updates. **Pros**: * Users appreciate the platform's ease of use and the ability to set up chatbots without technical expertise. * The shared team inbox is praised for improving team collaboration and response times. * Integration with popular platforms is noted as a significant advantage, enhancing operational efficiency. **Cons**: * Some users mention a desire for more advanced customization options in chatbot workflows. * A few users have reported occasional delays in customer support response times. **5\. Gupshup** --------------- Gupshup is a comprehensive messaging platform that offers businesses the ability to engage customers across various channels, with a strong emphasis on the WhatsApp Business API. It provides tools for customer support, marketing, and transactional messaging, catering to businesses of all sizes. **Core Features** * **WhatsApp Business API Access**: Enables businesses to send and receive messages through WhatsApp, facilitating direct customer engagement. * **Chatbot Integration**: Offers the ability to build and deploy chatbots for automated customer interactions, enhancing efficiency and responsiveness. * **Rich Media Messaging**: Supports sending images, videos, documents, and interactive messages, allowing for more engaging customer communications. * **Analytics and Reporting**: Provides insights into message delivery, read rates, and customer engagement metrics, aiding in performance assessment. **Pros**: * Users commend Gupshup for its robust API and ease of integration, which simplifies the process of connecting with WhatsApp. * The platform's scalability and reliability are often highlighted, especially by businesses managing high message volumes. **Cons**: * Some users have reported challenges with the initial setup process, indicating a need for more detailed onboarding resources. * A few users mention that customer support response times could be improved during peak periods. **6\. Infobip** --------------- Infobip is a comprehensive communications platform offering a wide range of services, including SMS, email, voice, and chat applications. As an official WhatsApp Business Solution Provider, Infobip enables businesses to integrate WhatsApp into their customer engagement strategies, facilitating personalized and automated interactions. **Core Features** * **WhatsApp Business API Access**: Provides businesses with the ability to send and receive messages through WhatsApp, supporting both customer-initiated and business-initiated conversations. * **Rich Messaging Capabilities**: Supports the exchange of text, images, videos, documents, and interactive messages, enhancing customer engagement. * **Chatbot Integration**: Offers tools to build and deploy chatbots for automated customer interactions, improving response times and efficiency. **Pros**: * Users commend Infobip for its robust and scalable platform, capable of handling high message volumes with reliability. * The wide range of communication channels offered allows businesses to manage multiple customer touchpoints through a single platform. **Cons**: * Some users have reported that the initial setup process can be complex, particularly for those without technical expertise. * A few users mention that the pricing structure could be more transparent, with clearer information on costs associated with different services. **7\. Interakt** ---------------- Interakt is a full-stack WhatsApp platform that enables businesses to automate customer support, acquire new customers, sell products, and run campaigns using the WhatsApp Business API. It offers a suite of tools tailored for small and medium-sized businesses (SMBs) and direct-to-consumer (D2C) brands, aiming to streamline customer interactions and drive sales through WhatsApp. **Core Features** * **Automated Customer Support**: Utilizes GPT-powered chatbots and workflows to automate responses to customer queries, improving response times and customer satisfaction. * **WhatsApp Campaigns**: Enables businesses to send one-time or recurring WhatsApp campaigns, with advanced analytics to track effectiveness and return on ad spend (ROAS). * **Shared Team Inbox**: Provides a centralized inbox for teams to manage customer conversations, with features like auto chat assignment and agent performance analytics. * **WhatsApp Catalog Integration**: Allows businesses to showcase their product catalogs on WhatsApp and accept payments through WhatsApp Pay, facilitating seamless transactions. * **Integration Capabilities**: Offers out-of-the-box integrations with popular platforms such as Shopify, WooCommerce, Razorpay, and more, enabling businesses to connect their existing systems with Interakt. **Pros**: * Users appreciate the platform's user-friendly interface and the ability to set up automated workflows without technical expertise. * The shared team inbox is praised for improving team collaboration and response times. * Integration with popular e-commerce platforms is noted as a significant advantage, enhancing operational efficiency. **Cons**: * Some users mention a desire for more advanced customization options in chatbot workflows. * A few users have reported occasional delays in customer support response times. **8\. Kaleyra** --------------- Kaleyra is a comprehensive CPaaS company that offers a wide range of communication services, including SMS, voice, email, and instant messaging. As an official WhatsApp Business Solution Provider, Kaleyra enables businesses to integrate WhatsApp into their customer engagement strategies, facilitating personalized and automated interactions. **Core Features** * **Rich Media Support**: Enables sending multimedia messages, including images, videos, and documents on WhatsApp, making interactions more engaging. * **Two-Way Communication**: Supports two-way messaging, allowing customers to respond directly and enabling real-time conversations with customer support. * **Smart Message Routing**: Ensures optimal message delivery by using advanced routing paths for faster and reliable WhatsApp messaging. * **Template Message Management**: Provides an interface for managing pre-approved WhatsApp message templates, allowing quick deployment for alerts, notifications, and promotions. * **API and CRM Integration**: Seamless integration with CRMs and other systems, enabling businesses to link customer data with WhatsApp interactions. * **Message Prioritization for High-Volume Senders**: Supports high-volume message distribution with prioritization to ensure time-sensitive messages are delivered first. **Pros**: * Users commend Kaleyra for its robust and scalable platform, capable of handling high message volumes with reliability. * The wide range of communication channels offered allows businesses to manage multiple customer touch points through a single platform. **Cons**: * Some users have reported that the initial setup process can be complex, particularly for those without technical expertise. * A few users mention that the pricing structure could be more transparent, with clearer information on costs associated with different services. **9\. ValueFirst** ------------------ ValueFirst is a leading communications platform that connects businesses with consumers over telecom (SMS & Voice) and internet (Chatbot & Email) channels. As an official partner of WhatsApp (META), ValueFirst offers comprehensive solutions to deploy WhatsApp-based communications for businesses, enhancing customer engagement and support. **Core Features** * **Automated WhatsApp Chatbots**: Provides easy-to-deploy chatbots on WhatsApp for automating responses to common inquiries, reducing response times. * **Broadcast Messaging**: Allows bulk message sending for notifications, promotions, and announcements to opted-in users on WhatsApp. * **Interactive Messaging**: Enables interactive messages, including quick replies and buttons, to guide customers through options and actions within WhatsApp. * **Campaign Analytics and Tracking**: Real-time tracking for WhatsApp campaigns to monitor message delivery, read rates, and customer responses. * **Multi-Agent Support**: Facilitates team collaboration within a single WhatsApp number by allowing multiple agents to handle conversations. * **Localized Support for Regional Campaigns**: Tailored solutions for regional languages and markets, enabling businesses to localize their WhatsApp communications. **Pros**: * Users commend ValueFirst for its robust and scalable platform, capable of handling high message volumes with reliability. * The wide range of communication channels offered allows businesses to manage multiple customer touchpoints through a single platform. **Cons**: * Some users have reported that the initial setup process can be complex, particularly for those without technical expertise. * A few users mention that the pricing structure could be more transparent, with clearer information on costs associated with different services. **10\. Karix** -------------- Karix is a leading communication platform that offers businesses the ability to engage with customers through various channels, including SMS, voice, and the WhatsApp Business API. As an official WhatsApp Business Solution Provider, Karix enables enterprises to integrate WhatsApp into their customer engagement strategies, facilitating personalized and automated interactions. **Core Features** * **WhatsApp Business API Access**: Provides businesses with the ability to send and receive messages through WhatsApp, supporting both customer-initiated and business-initiated conversations. * **Rich Messaging Capabilities**: Supports the exchange of text, images, videos, documents, and interactive messages, enhancing customer engagement. * **Chatbot Integration**: Offers tools to build and deploy chatbots for automated customer interactions, improving response times and efficiency. * **Analytics and Reporting**: Provides detailed insights into message delivery, read rates, and customer engagement metrics, aiding in performance assessment. * **Integration Capabilities**: Seamlessly integrates with various CRM systems and business applications, streamlining workflows and data management. **Pros**: * Users commend Karix for its robust and scalable platform, capable of handling high message volumes with reliability. * The wide range of communication channels offered allows businesses to manage multiple customer touchpoints through a single platform. **Cons**: * Some users have reported that the initial setup process can be complex, particularly for those without technical expertise. * A few users mention that the pricing structure could be more transparent, with clearer information on costs associated with different services. **11\. Wati** ------------- WATI is a leading communication platform that offers businesses the ability to engage with customers through various channels, including SMS, voice, and the WhatsApp Business API. As an official WhatsApp Business Solution Provider, WATI enables enterprises to integrate WhatsApp into their customer engagement strategies, facilitating personalized and automated interactions. **Core Features** * **WhatsApp Business API Access**: Provides businesses with the ability to send and receive messages through WhatsApp, supporting both customer-initiated and business-initiated conversations. * **Rich Messaging Capabilities**: Supports the exchange of text, images, videos, documents, and interactive messages, enhancing customer engagement. * **Chatbot Integration**: Offers tools to build and deploy chatbots for automated customer interactions, improving response times and efficiency. **Pros**: * Users commend WATI for its robust and scalable platform, capable of handling high message volumes with reliability. * The wide range of communication channels offered allows businesses to manage multiple customer touchpoints through a single platform. **Cons**: * Some users have reported that the initial setup process can be complex, particularly for those without technical expertise. * A few users mention that the pricing structure could be more transparent, with clearer information on costs associated with different services. 12\. **Yellow.ai** ------------------ Yellow.ai is an AI-driven customer engagement platform, and as an official WhatsApp Business Solution Provider, it enables businesses to leverage the WhatsApp API for customer communication, support, and engagement through intelligent automation and chatbots tailored specifically for WhatsApp. **Core Features** * **WhatsApp-Specific NLP Chatbots**: Offers AI-powered chatbots built specifically for WhatsApp, allowing businesses to automate responses to common customer queries with high accuracy in recognizing intent and context. * **Interactive Messaging**: Supports WhatsApp features like quick replies, buttons, and rich media, allowing for an engaging user experience with options like FAQs, appointment booking, and product inquiries. * **Broadcast Messaging**: Enables businesses to send bulk, opt-in-based broadcast messages to reach a large customer base with updates, promotions, and alerts directly on WhatsApp. * **Template Management for Notifications**: Assists in creating and managing pre-approved WhatsApp message templates for alerts, notifications, and transactional updates, ensuring compliance with WhatsApp’s template guidelines. * **Automated Agent Handoff**: Provides seamless transition from bot-to-human for WhatsApp, ensuring that complex inquiries are routed to live agents without disrupting the chat flow. **Pros:** * Users appreciate Yellow.ai's user-friendly interface, which simplifies the creation and management of chatbots without requiring extensive technical expertise. * Employs sophisticated natural language processing (NLP) algorithms, enabling bots to understand and respond to user inputs in a human-like manner. **Cons:** * Some users report that implementing and configuring the platform may have a learning curve, especially for those new to conversational AI technology. * Certain limitations in customization have been noted, depending on specific use cases and requirements. * While Yellow.ai offers integration capabilities, some users find integrating with existing systems or databases to be complex or time-consuming. * Managing and updating conversational models or addressing technical issues may require ongoing effort and resources. How to get started with a WhatsApp API provider ----------------------------------------------- Starting with a WhatsApp API provider can streamline customer interactions, but it’s essential to follow a structured onboarding and integration process. Choosing the right provider and setting up correctly from the beginning can save time, reduce costs, and improve long-term scalability. 1. **Identify your communication needs and goals:** Begin by identifying the specific business needs that the WhatsApp API will address. 2. **Select a provider that meets your requirements:** Look for WhatsApp API providers that match your business requirements. This choice might depend on factors like API uptime, response times, and ease of integration with your existing CRM or customer notification systems. Notably, some providers offer features like multi-language support and compliance options. 3. **Understand the pricing and compliance requirements:** Many WhatsApp API providers charge on a per-message basis, but it’s essential to understand the total cost, including potential costs for additional features like template approval or verification processes. 4. **Integrate with your existing systems:** Once you’ve chosen a provider, integrate the WhatsApp API with your existing CRM, customer management, or notification system. This integration can often be achieved using pre-built plugins, making it easier for product managers and engineers to implement without extensive custom coding. 5. **Test and validate the integration:** Testing is critical to ensure that your WhatsApp messages reach the intended users without issues. Make sure to test for delivery rates, response times, and any edge cases to minimize errors. 6. **Monitor performance and optimize continuously:** After launch, monitor the performance of your WhatsApp API integration by tracking metrics like message delivery rate, response times, and customer engagement. Many API providers offer analytics dashboards, which can help you see how effective the messaging strategy is and make adjustments as needed. Conclusion ---------- In essence, each provider offers unique features, from multi-channel integration capabilities to high-level security and compliance. It’s essential to weigh these features against your business needs to ensure the API you choose aligns with your goals and growth plans. To make the best choice, consider testing the shortlisted providers or requesting demos to experience their functionality in real scenarios. Understanding which API meets your technical requirements, such as message throughput, delivery rates, and customer service support, will help you avoid future operational bottlenecks. Ultimately, selecting the right WhatsApp API provider empowers your business to streamline communication, enhance customer engagement, and drive more efficient operations. So, take a closer look at each provider, and choose the one that matches your specific business objectives for long-term success. If you’re looking to skip a WhatsApp API provider who are typically BSPs and work with Meta directly to avoid the maintenance, middleman fees and cut down your communication costs by ~20%, check out the tech partner ecosystem here. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What is unified API for customer communication? A developers' guide Author: Karthik Pasupathy Published: 2024-12-17 Category: Articles Meta Title: A developers' guide to unified communication API Meta Description: Learn how you can replace all your individual communication APIs with a single API endpoint using Fyno Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/null Your customers are everywhere — on WhatsApp, receiving SMS updates, checking emails, and engaging with push notifications. To stay relevant, your business has to meet them on the channels they prefer at the moments that matter most. But here’s the catch: each new channel adds another layer of complexity for your engineering team. For every new channel or feature you wish to add, you'll have to work with multiple APIs, build custom integrations, handle different payload structures, etc.  With each new communication channel, your once agile communication stack slows down under the weight of technical debt and maintenance. What if you could reach every channel seamlessly without building and managing a complex web of APIs? What if launching on a new platform didn’t mean dedicating entire sprints to coding, debugging, and testing? That’s where a unified API steps in, reshaping how you approach customer communication. In this blog, we’ll explore the pain points of managing multiple APIs for communication channels, and understand how a unified API can help you stay agile and effective. By the end, you’ll understand how to break free from integration overload and reach customers where they are. **What does unified API mean?** ------------------------------- A unified API serves as a single interface that consolidates various communication channels, allowing developers to manage all customer notifications through one streamlined system. This approach simplifies integration, reduces development overhead, and ensures 100% deliverability through smart failovers and fallbacks. In essence, a unified API integrates multiple communication methods into one interface, reducing the complexity of managing separate APIs for each channel. This consolidation enhances efficiency and ensures consistent messaging across all platforms, which is crucial for effective omnichannel business communications. Benefits of unified communications API -------------------------------------- **Simplified Integration:** Unified APIs provide a single point of connection, reducing the development workload and easing maintenance. Instead of building multiple integrations for different channels, developers can connect through one unified API, streamlining the process. For instance, Fyno’s platform allows companies to integrate multiple communication channels and providers without additional engineering efforts. **Payload Standardization:** Unified APIs like Fyno standardize payload structures, which eliminates the need for channel-specific schemas. This means that the same JSON payload can represent notification data regardless of the channel (SMS, email, in-app, etc.). **Lower Maintenance Costs:** By handling updates from integrated providers, unified APIs reduce the ongoing workload, leading to lower maintenance costs. This efficiency allows engineering teams to focus on core development tasks rather than managing updates and multiple integrations. **Enhanced Scalability:** Unified APIs enable quick integration of new services without major architectural changes, enhancing scalability. This flexibility is essential for businesses expanding or adapting to changing market demands. Unified communications systems, whether cloud-based or on-premises, offer significant benefits for remote or in-house teams by integrating various communication tools. Unified APIs vs. Traditional API integrations --------------------------------------------- Companies typically integrate each communication channel (e.g., SMS, email, WhatsApp) through separate APIs, leading to a high-maintenance setup with significant engineering demand. Each channel has unique requirements, from API updates to compliance, demanding constant resource allocation. This decentralized setup creates siloes, scalability issues during peak loads and limits flexibility, as adding or updating channels requires extensive development efforts, impacting time-to-market. In contrast, Fyno’s Unified API centralizes all notification channels, offering a plug-and-play solution with built-in compliance, and scalability. This approach dramatically reduces operational costs and engineering overhead by consolidating channel management into a single interface. With features like no-code workflows and smart routing, Fyno enables agile communication management, allowing tech teams to configure, monitor, and optimize multi-channel notifications without custom integrations or heavy coding. Key Benefits of Using Fyno’s Unified API ---------------------------------------- ### **1\. Centralized Management** [Fyno.io](http://Fyno.io)’s unified API is designed for organizations looking for seamless integration and centralized management across multiple communication channels. Unified communications platforms are essential tools for centralized management, offering security and integration of various communication methods such as SMS, voice, email, etc., Unlike traditional fragmented systems, Fyno allows for the orchestration of communication workflows through smart routing and failover mechanisms. This ensures that notifications are sent through the most reliable channel without manual intervention. ### **2\. Comprehensive Observability** One of Fyno’s standout features is its advanced notification observability suite. This includes detailed tracking of communication, from initiation to final delivery status, with real-time feedback loops for delivery success, failures, and read receipts. This is vital for companies managing critical, time-sensitive communication. For example, a logistics firm can monitor shipment notifications and instantly pinpoint issues with message delivery, leading to faster resolution. Fyno provides comprehensive reports with standardised error/status/response codes to resolve issues quickly. These analytics not only track performance but also provide actionable insights that help optimize communication strategies and identify areas of improvement, thereby reducing communication costs. ### **3\. Cost and Maintenance Efficiency** Fyno's architecture is built with pre-configured integrations with over 8+ channels that reduce the need for extensive development and manual updates. This results in significant cost savings of up to 80-90% reduced engineering workload. Unlike other providers that might require continuous maintenance or depend heavily on engineering teams for modifications, Fyno automates compliance adherence (e.g., GDPR and HIPAA) and ensures that updates are managed centrally. This helps businesses maintain robust and secure communication channels with minimal effort, even during high-volume periods. Fyno also features multi-tenancy capabilities, allowing enterprises to configure unique integrations and workflows for different departments or business units, all managed from a single platform with a maker-checker approval flow. This multi-tenancy support is particularly beneficial for large organizations needing to maintain isolated configurations while still leveraging a shared infrastructure. Our competitive edge lies in its no-code orchestration and seamless integration with existing tech stacks, enabling businesses to build communication pipelines without writing a single line of code. Our platform is optimized for low latency, ensuring high performance during peak operations, and supports advanced failover strategies to reroute failed notifications to backup channels. While other notification infrastructure tools may offer parts of these features, Fyno packages them into a unified solution that focuses on reliability, scalability, and ease of use. Security and Risks in Unified APIs ---------------------------------- When dealing with unified communications solutions, the primary security risks include data breaches, unauthorized access, and potential vulnerabilities in the communication channels. To mitigate these risks, unified API providers must implement robust security measures such as end-to-end encryption, secure authentication protocols, and regular security audits. End-to-end encryption ensures that data transmitted through the unified API remains confidential and protected from interception. Secure authentication protocols like multi-factor authentication, help prevent unauthorized access to the communication systems. Regular security audits and vulnerability assessments are crucial for identifying and addressing potential weaknesses in the API infrastructure. Moreover, compliance with industry standards and regulations, such as ISO, GDPR and HIPAA, is vital for maintaining the trust of users and ensuring that sensitive information is handled appropriately. By prioritizing security and adhering to best practices, unified API providers can offer reliable and secure communication tools that businesses can depend on. **Getting Started with Fyno’s Unified API** ------------------------------------------- Fyno's Unified API addresses the complexity of integrating multiple notification services, whether you’re a developer managing product updates or a product manager overseeing customer engagement workflows. With a single, developer-friendly setup, Fyno enables teams to streamline notification management and eliminate the hassle of coordinating multiple APIs for different channels. Here’s how: 1. **Quick, Seamless Integration with SDKs and Clear Documentation **Fyno’s API provides a full suite of SDKs, available across platforms like JavaScript, Python, and Java, tailored for swift integration with minimal code. Fyno’s SDKs ensure developers have a consistent experience across platforms, while detailed API references support technical depth for advanced customization. 2. **Efficient Management of Multi-Channel Notifications **Fyno’s Unified API is built to handle notification workflows across multiple channels, be it SMS, email, push notifications, or in-app messaging, without requiring separate integrations. By centralizing these channels, developers can set up notification preferences, retry logic, and handle errors from a single platform. 3. **Scalable Architecture for Growing Communication Needs **Fyno’s infrastructure is scalable to meet both current and future demands, supporting everything from low-volume testing to high-throughput production environments. The API architecture enables teams to scale seamlessly, with built-in load balancing and asynchronous processing to support high volumes without impacting performance. 4. **Flexible Configuration and Granular Control **Fyno’s Unified API offers extensive configuration options that allow teams to customize notification routing, set retry policies, and control delivery windows for different channels. Developers can use webhook callbacks for real-time status tracking and set up conditional logic for notifications based on user-defined triggers. Conclusion ---------- With Fyno’s Unified API, you can transform complex, multi-channel communication into a seamless, agile strategy that meets customers where they are, without overwhelming your engineering resources. Instead of battling API overload, you gain a single, streamlined platform that empowers your team to innovate faster, reduce maintenance, and improve message reliability. Embrace Fyno to simplify, scale, and supercharge your communication workflows — reaching customers effectively, every time. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Is your organization RCS ready? Use our readiness checklist to find out Author: Tamilselvi Ramasamy Published: 2024-12-13 Category: Resources Tags: SMS, RCS URL: https://www.fyno.io/blog/is-your-organization-rcs-ready-use-our-readiness-checklist-to-find-out-cm4mjmdyk00b110m8yuueoxth Every second, businesses worldwide send millions of SMS messages, whether for transactional updates, promotional offers, or customer service interactions. Yet, 74% of consumers now expect richer, more interactive experiences from these communications, leaving the humble SMS struggling to keep up. Enter [Rich Communication Services (RCS)](https://www.fyno.io/blog/rcs-vs-sms), a next-generation messaging protocol designed to bridge the gap between outdated SMS and the interactivity of modern messaging apps. RCS doesn’t just deliver text; it transforms how businesses communicate. With capabilities like high-resolution media, interactive buttons, and real-time read receipts, RCS enables a seamless, app-like experience, all within a device’s native messaging app. Especially, for industries like banking, financial services, and logistics, these features are game-changers. But why is RCS adoption gaining momentum now? The global Rich Communication Services (RCS) market was valued at USD 2.3 billion in 2023 and is projected to grow at a compound annual growth rate (CAGR) of over 24% from 2024 to 2032. With these numbers, it’s clear this isn’t just a passing trend, it’s the future. In this article, we’ll uncover: * What RCS is and how it enhances traditional messaging * Industry-specific use cases that prove its value * The technical and infrastructure readiness needed for seamless adoption Whether you’re looking to improve compliance or simply stay ahead of the curve, RCS could be the tool your organization needs to transform customer interactions. Let’s dive in. **1\. Understanding Rich Communication Services (RCS)** ------------------------------------------------------- **1.1 What is RCS?** RCS is an advanced messaging protocol that enhances traditional SMS by incorporating features such as high-resolution images, videos, location sharing, and interactive buttons. It operates within the native messaging apps of devices, providing a seamless and secure user experience without the need for additional applications. **1.2 RCS in Banking, Financial Services, and Logistics** * **Banking and Financial Services:** RCS supports secure and compliant communications, including transaction notifications, fraud alerts, and customer service interactions. Its integration ensures adherence to financial regulations and enhances customer trust. * **Logistics:** RCS facilitates real-time updates on shipment status, delivery scheduling, and customer feedback collection, streamlining operations and improving customer satisfaction. **Adoption Trends:** The adoption of RCS is accelerating, with a reported 40% increase in business messaging adoption as of June 2023 compared to the previous year. **Actionable Insight:** Evaluate your current communication channels to determine how RCS can enhance security, compliance, and operational efficiency. ### **2\. Industry-Specific Use Cases** **2.1 Banking and Financial Services** * **Secure Transaction Alerts:** Deliver encrypted transaction notifications with interactive options for customers to confirm or report suspicious activities. * **Regulatory Compliance Communications:** Send policy updates and compliance notifications with read receipts to ensure customer acknowledgment, aiding in audit trails. **2.2 Logistics** * **Real-Time Shipment Tracking:** Provide customers with interactive messages containing live tracking information and options to reschedule deliveries. * **Proof of Delivery:** Send images or signatures as proof of delivery directly through RCS, ensuring transparency and reducing disputes. **3\. Core Infrastructure Readiness** ------------------------------------- Adopting Rich Communication Services (RCS) requires more than just enabling a new channel. For sectors like banking, financial services, and logistics, where reliability, compliance, and scalability are critical, infrastructure readiness is the cornerstone of successful RCS implementation. This section outlines the challenges, opportunities, and technical best practices to ensure your enterprise is RCS-ready. #### **3.1 The Complexity of Channel Integration** Modern enterprises often communicate with customers through multiple channels: SMS, email, app notifications, and now RCS. However, these channels are often siloed, leading to inefficiencies, increased costs, and gaps in compliance oversight. While these capabilities enhance communication, they also require: 1. **Unified APIs:** To reduce the complexity of managing multiple channels. 1. **Infrastructure Adaptability:** To handle rich media payloads and device-specific compatibility. 1. **Fallback Mechanisms:** To ensure delivery when RCS is unsupported by devices or carriers. #### **Key Technical Challenges** 1. **Fragmented Systems:** Siloed APIs for SMS, email, and RCS lead to duplicated logic and inconsistent data synchronization. 1. **Bandwidth and Rich Media:** RCS payloads, such as images and videos, consume significantly more bandwidth than SMS. Without infrastructure upgrades, enterprises risk delivery delays or service degradation during high-traffic periods. 1. **Dynamic Content Adaptation:** Not all devices or networks can handle the same content formats. Enterprises must optimize message payloads dynamically for compatibility with different device capabilities. #### **Best Practices for Seamless Integration** 1. **Consolidate APIs into a Unified Platform:** * Reduce complexity by adopting a messaging platform that supports multi-channel communication, including RCS, SMS, and email. * Benefit: Simplifies compliance tracking and provides a unified analytics dashboard. 1. **Build Fallback Systems for Non-RCS Devices:** * Implement workflows that automatically switch to SMS or email when RCS is unsupported. * Example: A delivery confirmation sent as an RCS message to compatible devices and as an SMS fallback for others. 1. **Optimize Media Delivery:** * Use adaptive content delivery systems that adjust media quality based on device capabilities and network conditions. * Example: Sending a compressed image to low-bandwidth users while delivering full-resolution media to high-bandwidth users. #### **3.2 Designing for Scalability and Resilience** As enterprises adopt RCS, message volumes are expected to rise, particularly during high-demand scenarios like promotional campaigns or real-time alerts. A scalable infrastructure is essential to handle this growth while maintaining consistent performance. 1. **Peak Traffic Scenarios:** Banking notifications (e.g., end-of-month statements) or logistics updates (e.g., holiday shipments) often cause traffic surges that legacy systems may not handle efficiently. 1. **Real-Time Expectations:** Customers expect instant delivery of messages, especially for time-sensitive alerts like fraud notifications or shipment tracking. Delays can erode trust and, in regulated industries, result in compliance penalties. #### **Core Components of a Scalable System** 1. **Elastic Cloud Infrastructure:** Deploy messaging systems on platforms that can scale dynamically based on demand, such as Kubernetes clusters or cloud-based services. 1. **Message Queueing Systems:** Use asynchronous message brokers like RabbitMQ or Kafka to decouple message production from delivery. Benefit: Prevents bottlenecks during high-traffic periods. 1. **Intelligent Load Balancing:** Distribute traffic across geographically distributed servers using load balancers. Example: Geo-aware routing ensures users receive messages from the nearest server, reducing latency. #### **Ensuring Resilience and Redundancy** 1. **Redundant Infrastructure:** Set up duplicate systems in multiple regions to ensure uptime in case of localized failures. 1. **Message Retry Mechanisms:** Implement logic to retry undelivered messages automatically, with exponential backoff to avoid overwhelming the system. 1. **Disaster Recovery Protocols:** Maintain a well-documented disaster recovery plan, including regular drills to ensure operational continuity. #### **3.3 Embedding Compliance and Security** For regulated industries, security and compliance are non-negotiable. Adopting RCS introduces new data handling challenges, particularly with the transmission of sensitive information like OTPs, transaction notifications, or customer records. 1. **Data Localization Requirements:** Some regulations (e.g., GDPR in Europe, India’s Data Protection Bill) mandate that customer data must remain within specific regions. RCS systems must ensure compliance with these rules. 1. **Auditability:** All message transactions must be logged for regulatory audits. Enterprises must track: * Message content and metadata. * Delivery receipts and user interactions. 1. **Opt-In Mechanisms:** Regulations require explicit customer consent before sending messages. Enterprises must implement robust opt-in and opt-out systems. #### **Security Best Practices** 1. **End-to-End Encryption:** Ensure encryption in messages in transit and at rest to prevent interception and tampering. 1. **Secure API Gateways:** Use APIs with strong authentication protocols to prevent unauthorized access. 1. **Regular Vulnerability Scanning:** Conduct penetration tests and vulnerability assessments to identify and mitigate security gaps. #### 3.4 **Planning Transactional Communications Through RCS** Transactional messages such as password reset requests, account alerts, and delivery notifications are critical touchpoints that can benefit from RCS's rich features. 1. **Message Prioritization:** Identify which transactional communications will benefit most from RCS's capabilities, such as two-factor authentication prompts or payment confirmations. 1. **Content Enhancement:** Enhance messages with rich media and interactive elements to provide clear instructions and improve user engagement. 1. **Timeliness and Reliability:** Ensure that RCS messages are delivered promptly and reliably, especially for time-sensitive communications like fraud alerts. **How can you do it?** * **Audit Existing Communications:** Review current transactional messages to determine suitability for RCS enhancement. * **Develop Templates:** Create RCS message templates that incorporate rich media and interactive features for various transactional scenarios. * **Implement Testing Protocols:** Conduct thorough testing to ensure messages render correctly across different devices and platforms. #### **3.5 Personalizing Messages Using Customer Data** Utilizing customer data to tailor messages can significantly increase relevance and adoption. 1. **Data Collection:** Gather customer preferences, behaviors, and demographics to inform personalization strategies. 1. **Segmentation:** Divide the customer base into segments based on shared characteristics to deliver targeted messages. 1. **Dynamic Content:** Use dynamic content that adapts to individual customer data, such as personalized greetings or recommendations. **Actionable Steps:** * **Implement Data Management Tools:** Utilize customer data platforms (CDPs) to centralize and manage customer information. * **Develop Personalization Algorithms:** Create algorithms that analyze customer data to generate personalized content. * **Monitor and Optimize:** Regularly assess the effectiveness of personalized messages and refine strategies based on performance metrics. #### **3.6 Performance analysis and metrics** RCS offers advanced features that enable the collection of detailed engagement data, essential for assessing the effectiveness of messaging campaigns. 1. **Message Delivery Rate:** The percentage of sent messages successfully delivered to recipients. This helps in identifying potential issues in the delivery process, such as network failures or incorrect contact information. 1. **Read Receipts:** The number of messages opened by recipients. 1. **Interaction Rates:** The frequency of user interactions with message elements, such as clicking on buttons or links. 1. **Conversion Rates:** The proportion of recipients who complete a desired action, such as making a purchase or filling out a form. #### **3.7 Comparative Analysis: RCS vs. SMS Messaging Costs** RCS offers features like high-resolution images, videos, and interactive buttons, which can lead to increased customer engagement. However, these enhancements come with different cost structures compared to SMS. 1. **Per-Message Pricing:** SMS typically ranges from $0.01 to $0.05 per message, depending on volume and provider agreements. While RCS approximately costs $0.055 per message in the U.S., though rates vary based on factors like message volume and network provider. 1. **Rich Media Content:** Developing rich media content (e.g., images, videos) incurs additional expenses beyond basic text messages. RCS messages utilize data networks, potentially impacting costs related to data consumption. **Conclusion** -------------- **Now here’s the million dollar question again: Is your organization RCS ready?** Adopting RCS is more than just a messaging upgrade—it’s a strategic shift that requires thoughtful planning and robust infrastructure. This guide has provided a detailed roadmap to evaluate your organization’s readiness across key areas: 1. **Infrastructure Readiness:** Ensuring seamless channel integration, scalability, and reliability. 2. **Compliance and Security:** Adhering to industry regulations and safeguarding sensitive data. 3. **Cost and ROI Analysis:** Balancing direct and indirect costs with potential revenue growth. By addressing these aspects, enterprises in **banking, financial services, and logistics** can leverage RCS to enhance operational efficiency, meet regulatory requirements, and deliver rich customer experiences. To make things easy, and to help you assess your RCS readiness, we've create a detailed readiness checklist for RCS. You can download it from here.  [Download checklist](https://23621388.fs1.hubspotusercontent-na1.net/hubfs/23621388/RCS%20Readiness%20Checklist.pdf) If you wish to know more how Fyno can help you streamline your communication strategy, especially around RCS, [talk to us](https://www.fyno.io/schedule-demo). --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What is user profile and user preference in customer communication? Author: Tamilselvi Ramasamy Published: 2024-11-25 Category: Articles Tags: Communication experience, Communication Channels URL: https://www.fyno.io/blog/what-is-user-profile-and-user-preference-in-customer-communication-cm3y1uuwf00b2jdc7ye7djjw0 Did you know that an average person is hit with around 60 to 80 notifications a day? That’s dozens of alerts, reminders, and pings vying for attention, each hoping to break through the noise. Yet only a handful of these notifications actually capture your focus just long enough to make you tap or read. The rest? They’re dismissed, lost in the background. So, what makes some notifications feel relevant and timely, while others fall flat? Often, it’s because the best ones know you. They’re personalized, arriving on the right channel, at the right moment, with information that matters to you. This is where user preferences come into play, allowing each user to dictate how they want to interact with a system. But preferences alone can’t make a notification relevant. The real game-changer is the user profile, a comprehensive, data-driven representation of who each user is within a system. It’s more than just a name and email address; a user profile captures identifiers, behavioural patterns, and contact preferences to make every notification count. For instance, a user profile in a finance app doesn’t just log transactions; it might track spending habits, engagement times, and notification history, ensuring that every alert is personalized and impactful. In this blog, we’ll take a deep dive into what makes a user profile essential for modern notification systems. From real-time processing to privacy compliance, we’ll explore the architecture behind user profiles that turn notifications into seamless, relevant communication. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/user-profile-and-preferences-1732613577463-compressed.png) What is a user profile? ----------------------- A [user profile](https://docs.fyno.io/docs/user-profiles-overview) is a structured digital representation of a user's data and characteristics within a system. For us, in a [notification infrastructure](https://www.fyno.io/blog/how-to-build-a-scalable-notification-service-a-developers-guide-cm2tyu0lk00d8wixoiub6t3xz), a user profile serves as a structured data schema that captures critical information about each user. This schema typically includes unique identifiers (such as user IDs), contact details (like email addresses and phone numbers), preferences regarding communication channels, and historical engagement data with previous notifications. Designing effective data schemas for user profiles requires careful consideration of the types of notifications being sent. This approach ensures that high volumes of notifications can be managed efficiently while remaining relevant to the user’s context and preference. Moreover, these schemas must be adaptable to support compliance with regulations like GDPR, which mandates explicit consent for communications. Core components of a user profile for notification systems ---------------------------------------------------------- Understanding the core components of a user profile helps developers and product managers build systems that support personalized and effective notifications. ### 1\. Key components * **Identifiers**: These are unique elements such as UUIDs, email addresses, or phone numbers that link users to their data across systems. Using consistent identifiers allows for cross-channel communication and reduces redundancy. * **Demographic data**: Data points like age, location, and language preferences help refine message targeting. For instance, a notification about local policy changes in a financial app can be customized for users in specific regions. * **Behavioural insights**: This includes data on how a user interacts with an app or service. It tracks logins, frequent actions, and patterns such as peak engagement times. In BFSI, these insights might include a user's habit of checking account balances at certain times, enabling timely push notifications about low balances or suspicious activity. * **Notification history**: A record of sent notifications and user interactions with them (e.g., opened, clicked, ignored) is crucial for crafting follow-up strategies. This data helps identify user preferences and informs future communication tactics. ### 2\. Integrating these components For engineers, incorporating these data points involves designing database structures that efficiently handle high read-and-write operations. Relational databases with indexed columns or NoSQL solutions like MongoDB are often used to store user profile data. The choice of technology depends on scalability needs and expected data complexity. Fyno’s infrastructure exemplifies this with its centralized management capabilities, allowing teams to organize user profiles seamlessly across multiple communication channels. How do you utilize user profiles for real-time and batch notification use cases? -------------------------------------------------------------------------------- When designing notification systems, it’s crucial for engineering and product teams to understand how user profiles can be leveraged for real-time and batch notification processes. These approaches offer different advantages and address unique challenges depending on the use case. ### 1\. Real-time notification use cases Real-time notifications are essential for delivering immediate updates based on current events or user interactions. For instance, a real-time alert in banking might notify a customer of a suspicious login attempt or an unauthorized transaction to enhance security. Technically, implementing real-time notifications requires a system capable of handling high volumes and maintaining minimal latency. For businesses lacking a [unified API-based notification infrastructure](https://www.fyno.io/unified-communication-api), this often involves: * **Event-driven architecture**: Using message brokers like Kafka or Amazon SQS to trigger notifications as soon as a specific event occurs, ensuring swift delivery. * **API integration**: Ensuring that user profile data can be queried and updated in real-time to keep the communication relevant. * **Failover mechanisms**: Redirecting notifications to secondary channels or providers if primary services face issues to maintain seamless user communication. However, the beauty is that there are unified notification infrastructure tools in the market that can do all of these end-to-end by supporting complex routing and failovers, ensuring that high-priority notifications reach users without delay. > To read more about the top notification infrastructure tools, [click here.](https://www.fyno.io/blog/notification-infrastructure-solutions) ### 2\. Batch notification use cases Batch notifications, on the other hand, are ideal for sending aggregated updates or less time-sensitive communications. These are often used for routine summaries or updates, such as a daily report in a financial app or grouped shipment updates in logistics. The batch approach optimizes system resources by collecting and processing user data in defined intervals, reducing the frequency of API calls and minimizing database load. Batch notification processes typically involve: * **Data aggregation**: Collecting user actions or events over a set period and triggering notifications based on compiled data. * **Scheduled jobs**: Using tools like cron jobs or cloud schedulers to manage notification dispatch at specified times, considering user time zones. * **Batch keys**: Creating unique identifiers to manage and track notification groups, ensuring proper delivery without redundancy or race conditions. This method is particularly effective for managing high-volume communications, allowing developers to balance system load and ensure efficient resource allocation. ### 3\. Combining real-time and batch approaches Many advanced systems employ a hybrid approach, using real-time notifications for critical alerts and batch processes for general updates. This dual strategy maintains system efficiency. The key is ensuring that user profiles can support both types of processes by storing dynamic attributes and interaction history. Developers should implement idempotency keys to prevent duplicate notifications, especially in batch systems where retries may lead to repeated messages. Data collection and syncing of user profiles across platforms ------------------------------------------------------------- Data collection and syncing user profiles across platforms is a critical aspect of creating a unified [customer communication experience](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement). Ensuring that user data remains consistent and up-to-date across various systems can present significant challenges, especially for complex enterprises. Here, we break down the main elements of data collection and synchronization that engineering and product teams should consider. ### 1\. Importance of multi-platform data synchronization Users often interact with services through multiple channels; SMS, WhatsApp, mobile apps, in-app messaging, and more. Synchronizing user profiles across these platforms ensures that data stays consistent and accurate, allowing for personalized, seamless communication. This kind of synchronization supports real-time updates, making it possible to deliver notifications based on the most recent user interactions. ### 2\. Key challenges in data synchronization Synchronization across platforms is not without its challenges. Enterprises often deal with disparate systems that have different data structures and formats, making consistent synchronization a complex task. For real-time synchronization, latency and data volume can further complicate the process, especially when large datasets are involved. Developers need to manage conflict resolution to handle scenarios where data is changed simultaneously across different platforms, preventing data integrity issues. Additionally, ensuring data privacy and compliance with regulations such as GDPR is crucial when collecting and syncing user data. This requires robust security protocols, including encryption and access control, to protect data throughout the synchronization process. ### 3\. Best practices for data collection and synchronization * **Data Aggregation**: Utilize centralized databases or data lakes to consolidate user data from various sources. This enables a unified view that is easily accessible for notification triggers. * **Real-Time Sync Tools**: Implement tools that support real-time synchronization, such as AWS Cognito or cloud-based data pipelines, which facilitate instant data updates across platforms. These tools help in pushing changes immediately when an internet connection is detected, ensuring minimal lag in user data reflection. * **Scheduled Batch Synchronization**: For less time-sensitive updates, batch processes can be scheduled during non-peak hours to reduce system load. Technologies like [job schedulers](https://lazyapply.com) or cron jobs can automate these updates effectively. * **Conflict Resolution Mechanisms**: Build logic into the system to manage and resolve conflicts. For instance, allowing user input to dictate which data version should take precedence or merging data changes intelligently to preserve user preferences. * **Security and Compliance**: Implement end-to-end encryption and strict access controls. What are user preferences, and how can they be implemented? ----------------------------------------------------------- User preferences refer to the customizable settings that allow individuals to specify how, when, and through which channels they receive notifications. User preferences often control: * **Channels**: Users can choose between [SMS](https://www.fyno.io/channel/sms), [email](https://www.fyno.io/channel/email), [push notifications](https://www.fyno.io/channel/push), [WhatsApp](https://www.fyno.io/whatsapp), or [in-app messages](https://www.fyno.io/in-app). This flexibility ensures notifications are delivered through the preferred medium. * **Frequency**: Users may opt for immediate alerts, daily digests, or weekly summaries. This helps manage notification volume, preventing user fatigue. * **Content types**: Preferences can also dictate which types of content users wish to receive, such as critical account updates or promotional messages. Architecture for user preferences --------------------------------- The architecture for managing user preferences involves a combination of robust database structures, real-time data handling, and optimized caching mechanisms to ensure scalability and responsiveness. **1\. Database structure**: User preferences are typically stored in databases that can handle flexible, high-throughput operations. NoSQL databases like MongoDB or DynamoDB are popular choices due to their schema-less nature, allowing for adaptable data models that fit various preference structures. Preferences may be stored in a key-value format, where each key represents a user ID combined with a notification type, and values detail channel states and settings. This structure supports efficient retrieval and updates for personalized notification handling. **2\. Dynamic updates**: Real-time updates are essential for reflecting user changes promptly. API gateways are configured to receive requests from users when they modify their preferences through a user interface. These APIs then communicate with microservice that process the update, ensuring consistency across all services. Then, your communication microservice can integrate with RESTful APIs or GraphQL to manage changes. RESTful APIs are a reliable choice for straightforward interactions, but GraphQL can offer advantages by fetching only the specific data needed, reducing payload sizes, and optimizing performance. This integration ensures immediate feedback to users and seamless data synchronization across multiple channels and systems, maintaining high responsiveness and user satisfaction. **3\. Caching and latency**: Caching mechanisms, often using in-memory stores like Redis, play a significant role in reducing database load and enhancing response times. Cached data allows notification engines to quickly access user preferences, ensuring minimal latency during high-frequency operations. This is especially important when a lot of notifications need to be sent at the same time, like during a big sale or an important alert. Since the system doesn’t have to go back to the main database for every request, the database isn't overloaded, making the entire system run smoother. However, careful cache invalidation strategies are crucial to maintain data accuracy and prevent outdated preferences from being applied during critical notifications. Common cache invalidation strategies include: * **Time-based expiration**: Setting a time-to-live (TTL) for cached data ensures it is automatically refreshed after a certain period, reducing the risk of outdated information being used. * **Event-driven invalidation**: This approach updates or clears specific cached entries when a relevant change occurs, such as when a user updates their notification preferences. It helps maintain data accuracy by syncing the cache with the latest information in real-time. * **Lazy loading (cache-aside)**: Data is updated in the cache only when it is requested and found to be outdated or missing. This strategy helps ensure that data is current but can lead to initial latency if cache misses occur. How do we implement user preferences? ------------------------------------- Managing user preferences effectively is essential for creating a notification system that aligns with user expectations and meets compliance. For engineering and product teams, the challenge is not just building these systems but ensuring they remain adaptable, user-friendly, and scalable. Here’s how to strategically implement and manage user preferences in your notification system. ### 1\. Allowing granular control over notification preferences Granularity in user preferences is critical. Users should be able to specify the types of notifications they wish to receive—whether they prefer real-time alerts, daily summaries, or only high-priority messages. For instance, a banking user might want instant transaction alerts but only a weekly digest for less critical updates. Providing options for such detailed control empowers users to tailor their experiences, which leads to higher satisfaction and reduced notification fatigue. ### 2\. Managing notification frequency and timing Overloading users with notifications can lead to disengagement. To counter this, let users adjust the frequency and timing of notifications. Implement features that allow them to set preferred hours for receiving alerts, taking into account time zone differences. For example, Slack’s approach includes a "Do Not Disturb" mode, allowing users to pause notifications during non-working hours, which prevents unnecessary disruptions and maintains user trust. ### 3\. Multi-channel preference management Support for multiple notification channels is essential for delivering messages in a user’s preferred format, whether it be SMS, email, or in-app alerts. Preferences should be integrated so that users can specify different channels for different types of notifications. For example, an urgent financial alert might be sent via SMS, while promotional updates are pushed to an email inbox or even a push notification. ### 4\. User interface for managing preferences A clear, intuitive user interface for preference management is a must. Options should be easily configurable, such as toggles for enabling/disabling notifications, drop-down menus for selecting frequency, and checkboxes for specific notification types. Providing feedback mechanisms, such as confirming when preferences are saved, enhances user confidence in managing their settings. ### 6\. Ensuring compliance and data security Lastly, always ensure compliance with data privacy regulations like GDPR, ISO, HIPAA, etc. Users should have control over their data, with clear consent options and transparent data management practices. Implementing secure, end-to-end encrypted storage for preferences safeguards user information while maintaining trust. How does Fyno handle user profiles and user preferences? -------------------------------------------------------- At Fyno, we’ve designed our platform to seamlessly integrate user profiles and preferences into powerful, [rule-based notification workflows](https://www.fyno.io/routing) that prioritize personalization without compromising data security. Here's how we achieve this and what makes our approach unique: **1\. Processing user profiles and preferences from your preferred data source** We don’t store your user data. Instead, Fyno connects directly with your existing data sources such as CRMs, customer databases, and data lakes, through secure APIs. This design ensures that user data remains within your controlled environment, aligning with strict data privacy protocols like GDPR. Our API integrations pull the most recent user preferences whenever a notification needs to be processed, ensuring accuracy and compliance. Whether it’s preferences related to communication channels, frequency, or types of messages, we enable you to set these conditions so they can be applied when triggering your notifications. For example, if a user prefers receiving promotional comms only via push notifications, our system processes this rule and routes the notification accordingly, eliminating the need for manual filtering. Or, if you don't want to spam your customers with more than, say 3 promotional messages/week, you can cap this as well. **2\. Utilizing condition-based filtering for relevant notifications** Fyno’s workflow engine allows you to define condition-based filters effortlessly. This means notifications are only triggered when specific criteria in a user’s profile match predefined rules. Suppose you run a logistics service, and a user wants shipment updates but not promotional content through SMS; our engine processes these conditions, checking the user’s profile and delivering only what’s necessary to the preferred channel. Our platform supports these complex logic flows using an easy-to-navigate and no-code UI where one can create, modify, and automate rules without coding. Through conditional operators embedded in our workflows, we ensure each notification aligns with the user's preferences so you can be compliant. **3\. Real-time preference synchronization** User preferences can change quickly, and we make sure our system adapts instantly. When a user updates their communication settings, such as changing from email to SMS for alerts, our APIs capture and reflect these changes in real-time. This capability allows notifications to stay in sync with user expectations, improving user trust and communication effectiveness. **4\. Privacy-centric data handling** At Fyno, we prioritize your users’ privacy. Our architecture is designed to act as a conduit for user data rather than a storage facility. Data flows securely from your systems through our platform and into the notification logic, ensuring that no personal data is stored on our servers. This makes Fyno a [compliant and safe choice](https://www.fyno.io/data-security) for businesses handling sensitive information, such as those in BFSI. So, are you ready to enhance your notification strategy by incorporating user profiles and user preferences? [Talk to us](https://www.fyno.io/schedule-demo) about how Fyno can help streamline your notification infrastructure. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why Fyno Exists: Simplifying the complex world of customer notifications Author: Aniketh Jain Published: 2024-11-23 Category: Articles Tags: Communication experience, Communication Channels, Notification Infrastructure URL: https://www.fyno.io/blog/why-fyno-exists-simplifying-the-complex-world-of-customer-notifications-cm3wxjzks008ejdc74nrbnlph Looking back in life, I’m certain about two things: One is, simplicity is the ultimate sophistication. We as humans make things more complicated than they need to be. Second, is when you think you have it all figured out, everything changes. This is also true for businesses, especially customer communication. Each year, customer expectations rise, new messaging platforms appear, and companies scramble to keep up, often resorting to blanket-bombing notifications across every possible channel without fully knowing if the message is even reaching their customers at the right time and offering them the intended value. At Fyno, we came across this pattern several times. Companies scale rapidly, but their approach to customer outreach doesn’t evolve with the same sophistication. Communication becomes complex, scattered, and expensive, impacting the quality of customer experience. What companies need today is a smart, adaptable system that is easy to integrate, powerful at what it does, and simple enough to manage irrespective of the scale. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whyfynoexists-1732533738404-compressed.png) The Problem: Unstructured, expensive, ineffective communication --------------------------------------------------------------- Today, companies have no choice but to use multiple messaging channels to reach their customers. This include [SMS](https://www.fyno.io/channel/sms), [email](https://www.fyno.io/channel/email), [push](https://www.fyno.io/channel/push), [in-app](https://www.fyno.io/in-app), you name it. Without a central hub, each channel often functions in isolation, causing notifications to pile up for customers like traffic at a busy intersection. Imagine sending an [OTP through SMS](https://www.fyno.io/blog/secure-and-scalable-otp-message-delivery-system), following up with an email, and then pushing the same message through WhatsApp - just to ensure delivery. This leads to rising costs, diminishing returns, and a frustrated customer experience. These challenges multiply with scale. As your customer base grows, so does the complexity of managing multiple channels. Engineering teams get pulled into endless maintenance cycles, spending valuable time fixing [notification infrastructure](https://www.fyno.io/blog/notification-infrastructure-solutions) instead of building core product features. On top of this, there's the challenge of managing too many APIs and integrations. As new channels emerge, companies must integrate with multiple providers, each requiring its own APIs and maintenance. The result? A fragmented, complex tech stack that drains resources and increases operational overhead. Companies are left juggling multiple platforms, trying to maintain deliverability while lacking a unified view of their communication landscape. The solution: Fyno, A unified, intelligent approach to customer communication ----------------------------------------------------------------------------- **That's where Fyno steps in.** Fyno is a customer notification orchestrator—a [single, streamlined platform](https://www.fyno.io/consolidated-stack) to manage and optimize all your communication channels. Think of Fyno as your [communication command center](https://www.fyno.io/unified-communication-api) that puts you back in control of your notification infrastructure. Instead of sending messages blindly across all channels and hoping they reach customers, Fyno's [intelligent routing](https://www.fyno.io/routing) ensures every message reaches customers through their preferred channel at the right time. Fyno is here to help companies build genuine connections with their customers, one notification at a time. Here’s what we offer: ### **Centralized visibility and control** Instead of juggling between multiple tools, teams can manage SMS, email, WhatsApp, push, and in-app notifications in one place. It’s like having a bird’s-eye view of every message, enabling clear oversight and seamless channel coordination. ### **Customer-centric intelligence** Fyno helps companies analyze customer preferences, behaviors, and response patterns. You'll understand which channels work best for different types of messages - whether it's using SMS for OTPs, WhatsApp for order updates, or email for promotional content. The result? Higher engagement rates and improved customer satisfaction. ### **Cost efficiency through intelligent delivery** With Fyno, companies can avoid overloading customers with irrelevant, repetitive messages. This means less wasted effort, reduced costs, and a more intentional, impactful approach to communication. Fyno’s system prioritizes messages and sends what matters when it matters. ### **Future-proof flexibility** New messaging platforms like RCS will keep emerging every few years. Fyno's universal API lets you integrate new channels without complex coding or maintenance. Add or switch providers, modify workflows, and experiment with new channels - all without deployment cycles or sprint planning. ### **Simplified API management and integration** With Fyno, there’s no need to deal with the headache of managing multiple APIs, complex integrations, or a fragmented tech stack. Our platform simplifies communication by integrating all channels under one roof, eliminating the need for separate APIs and reducing the overhead of managing multiple integrations. You can focus on what matters—your core business, while we handle the complexity of communication. Our mission: Cutting through the noise to create real connection ---------------------------------------------------------------- After a decade in this industry, I’ve seen enough to know that business thrives on simplicity, efficiency, and purpose. Effective communication is about delivering a cohesive, meaningful message. That's why we built Fyno—to help companies move beyond basic notification management to sending thoughtful and purposeful [customer communication](https://www.fyno.io/blog/what-is-customer-communication-management-ccm-and-why-is-it-important-clwz3c2hf00665fpeuox8je0k). We’re here to turn the tide on blanket-bombing and help companies speak in a way that truly resonates with their customers. Our mission is straightforward: to enable companies to reach customers in ways that feel personal, not just transactional. When communication flows from a place of clarity and intelligence, companies benefit, customers feel valued, and their relationship strengthens naturally. So, if there’s one piece of advice we’d offer to any company, it’s this: Don’t just reach out to your customers; connect with them. Fyno is here to make that connection seamless, intelligent, and impactful, no more, no less. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why is my WhatsApp business number banned? A complete guide Author: Karthik Pasupathy Published: 2024-11-22 Category: Articles Tags: Communication experience, WhatsApp URL: https://www.fyno.io/blog/why-is-my-whatsapp-business-number-banned-a-complete-guide-cm3wtf4m4007ijdc77805mylu Getting banned on WhatsApp Business can be frustrating and confusing. One day you're connecting with customers, and the next you see that dreaded message: "This account is not allowed to use WhatsApp." In this post, we'll explore why accounts get banned, how to prevent it, and what to do if your account is restricted or banned. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsappbusinessbanned-1732526356842-compressed.png) Understanding WhatsApp Business bans ------------------------------------ WhatsApp takes user experience seriously. They closely monitor [WhatsApp business accounts](https://www.fyno.io/whatsapp) to maintain platform quality. Here are the five main reasons why accounts get banned: 1. **Sending spam messages**: This is the most common reason for bans. Sending messages to users who haven't opted in to receive them is a big no-no. Even if you have someone's number, you need their permission before sending business messages. 2. **Using unauthorized automation**: While automation can be efficient, WhatsApp has strict rules about it. Mass messaging or using unapproved tools to automate conversations often leads to bans. 3. **Business impersonation**: Pretending to be another business or misleading customers about your business nature is strictly prohibited. This includes taking another brand's name or speaking on behalf of another business without permission. 4. **Breaking platform policies**: WhatsApp's business messaging policies exist for a reason. Breaking them, whether intentionally or not, can result in immediate account suspension. 5. **Getting frequent user reports**: When multiple users report your messages as spam or unwanted and ends up with [higher undeliverability rates](https://www.fyno.io/blog/whatsapp-messages-not-getting-delivered-top-7-fixes-for-whatsapp-business-clztovvud0020103a19b5loji), WhatsApp takes action. > **Suggested Read:** [9 game-changing ways to use WhatsApp flows](https://www.fyno.io/blog/9-game-changing-ways-to-use-whatsapp-flows-for-your-business-cm3mk4ro5002pvnqr4s13zay7)​ Account restrictions vs. bans ----------------------------- Sometimes WhatsApp temporarily restricts your account instead of a complete ban. Think of it as a yellow card – a warning to improve your behavior before getting kicked out of the platform. During a restriction, you can still chat with existing contacts and stay active in current groups. However, you won't be able to start new conversations, create groups, use WhatsApp on other devices, or reach out to new contacts. Preventing account bans ----------------------- Prevention is always better than cure. Here's how to maintain a healthy WhatsApp Business account: ### **Consent is paramount:** Make sure customers explicitly agree to receive WhatsApp messages from you. A simple "Yes, I want to receive updates on WhatsApp" checkbox during checkout or registration can save you from future headaches. ### **Keep your messages valuable and relevant:** Each message should serve a clear purpose – whether it's confirming an order, sharing shipping updates, or providing support. Avoid sending promotional content just because you can. ### **Stay within the guidelines:** Keep your business profile current with accurate contact information. When sending broadcast messages, stick to approved message templates. These aren't just formalities – they're safeguards that help maintain quality across the platform. > Recommended Read: [How does WhatsApp template pacing work?](https://www.fyno.io/blog/how-does-whatsapp-template-pacing-work-a-detailed-guide-cm2tykayw00d7wixo00hhiuxk)​ What to do if you're banned? ---------------------------- Found yourself banned? Here's your action plan: First, request a review through the WhatsApp app by tapping "Request a Review" when you see the ban message. Submit only one appeal – multiple requests won't speed things up and might actually delay the process. While waiting for the review, audit your messaging practices and identify what might have triggered the ban. This reflection will help prevent future issues. Dealing with account restrictions --------------------------------- When WhatsApp restricts your account, the timing is handled automatically. You don't need to contact support or take special actions. Simply wait for the restriction period to end – WhatsApp will notify you when it's over. Use this downtime wisely. Review your messaging strategy, clean up your contact lists, and plan improvements for when the restriction lifts. Think of it as a chance to reset and refine your approach. Moving forward -------------- While account bans can be troublesome, they're preventable with the right approach. Focus on providing genuine value to your customers through thoughtful, relevant communications. Build your business messaging strategy on a foundation of respect – both for WhatsApp's policies and your customers' preferences. Think of WhatsApp Business as a long-term channel for building customer relationships. It's better to grow your messaging presence slowly but sustainably than risk losing your account through aggressive tactics. Remember, every customer who allows you into their WhatsApp inbox is giving you permission to connect with them. Honor that permission by delivering content that makes their lives better or easier. Need help with your WhatsApp Business strategy? Leave a comment below, and we'll help you out! --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## iOS push notifications: What it is, best practices, and how to send? Author: Karthik Pasupathy Published: 2024-11-21 Category: Articles Tags: Communication Channels, Push notifications URL: https://www.fyno.io/blog/ios-push-notifications-what-it-is-best-practices-and-how-to-send-cm3wt3r5a007gjdc7z640stq4 What are iOS push notifications? -------------------------------- iOS push notifications are messages that pop up on Apple devices (iPhone, iPad, or Mac) to keep users informed about important updates, even when they're not actively using an app. Think of them as digital tap on the shoulder that can: * Display alerts or messages * Play notification sounds * Update app icon * Display progress of a task, etc. The best part? Users don't need to have your app open to receive these notifications. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/iosnotifications-1732525983814-compressed.png) How do iOS push notifications work? ----------------------------------- Push notifications on iOS operate through a sophisticated system involving several key components: ### The Main Players **1\. Your App Server**: This is where the notification journey begins. Your server creates and sends the notification. **2\. Apple Push Notification service (APNs)**: Think of APNs as the postal service for push notifications. It's Apple's centralized system that handles the delivery of all push notifications to iOS devices. **3\. User's Device**: The final destination where the notification appears. ### Two Types of notifications iOS supports two main types of push notifications: **Local Notifications**: These are notifications that your app schedules directly on the device. They're triggered by specific conditions like: * Time (reminder at 2 PM) * Location (notification when near a store) * User action (completing a task) **Remote Notifications**: These are sent from your server through APNs. They're great for: * Real-time updates * Breaking news * Social media interactions * Service updates Best Practices for iOS Push Notifications ----------------------------------------- Want to make the most of push notifications? Here are some tried-and-tested tips: ### 1\. Get permission at the right time Timing is everything when requesting push notification permissions. Instead of asking immediately at launch, wait for the right moment when users can understand the value. Explain how notifications will enhance their experience and make the permission request when they're most likely to say yes. ### 2\. Keep your messages clear and actionable Your notification message needs to grab attention quickly. Front-load the most important information in the first 40 characters, as that's what users see first. Use clear, action-oriented language that tells users exactly what they need to know or do. ### 3\. Time your notifications well Consider your users' time zones and daily routines before sending announcements or service messages through APNs. Avoid sending notifications late at night, and batch non-urgent updates together to prevent notification fatigue. ### 4\. Personalize your notifications Make each notification count by personalizing content based on user preferences and behavior. Segment your audience to ensure messages are relevant, and provide contextual information that adds real value to the user's experience. Streamline your push notifications with Fyno -------------------------------------------- Managing multiple push [notification services](https://www.fyno.io/blog/customer-notification-system) can be complex and time-consuming. That's where Fyno Push comes in. Our solution combines three different push notification services in one powerful plugin. You can choose to integrate one or all of them to achieve optimal push notification delivery for your iOS app. With Fyno Push, you get: * A [single API](https://www.fyno.io/unified-communication-api) to manage all push notifications * ​[Smart routing](https://www.fyno.io/routing) between different push services * Automatic [fallback mechanisms](https://www.fyno.io/100-deliverability)​ * Comprehensive [delivery analytics](https://www.fyno.io/analytics)​ * ​[Simple integration](https://www.fyno.io/consolidated-stack) process Push notifications are a powerful tool for keeping users engaged with your iOS app. By following best practices, respecting user preferences, and using the right tools, you can create a notification strategy that drives engagement while maintaining user trust. Ready to enhance your push notification strategy? [Talk to us](https://www.fyno.io/schedule-demo) about how Fyno can help streamline your notification infrastructure. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 9 Game-changing ways to use WhatsApp Flows for your business Author: Karthik Pasupathy Published: 2024-11-15 Category: Articles Tags: Communication experience, WhatsApp URL: https://www.fyno.io/blog/9-game-changing-ways-to-use-whatsapp-flows-for-your-business-cm3mk4ro5002pvnqr4s13zay7 Are you still making your customers hop between your app and website to complete simple tasks? If you're nodding in agreement, you're not alone. Many businesses struggle with customer drop-offs when users have to switch between platforms to complete actions like booking appointments or getting quotes. Here's the good news: WhatsApp Flows is changing the game. By bringing the power of interactive forms and guided journeys right into WhatsApp - where your customers already are - you can dramatically improve conversion rates and user experience. Think about the numbers: WhatsApp boasts over 2 billion active users globally, with people checking their WhatsApp an average of 23 times daily. When it comes to business messaging, WhatsApp leads the pack with impressive open rates above 98% and response rates around 45-60%. These statistics make it clear - WhatsApp is where your customers want to interact with your business. What Are WhatsApp Flows? ------------------------ WhatsApp Flows transforms your regular WhatsApp business messaging into a complete mini-app experience. Instead of redirecting customers to websites or asking them to download separate apps, Flows lets you [create interactive, app-like experiences](https://www.fyno.io/whatsapp-flows) right in the chat. Want customers to book appointments, complete payments, or get insurance quotes? Flows handles it all with intuitive screens and guided journeys that feel as natural as chatting with a friend. From capturing leads during peak shopping seasons to creating personalized offers, [WhatsApp Flows](https://www.fyno.io/blog/whatsapp-flows-for-businesses-a-complete-guide-clypler3b002e12jdr4hxi7ry) gets results by making customer experiences more streamlined and convenient. ![practical whatsapp flows use cases for businesses](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsappflowsusecases-1731906261564-compressed.png) 12 Powerful Ways Businesses Are Using WhatsApp Flows ---------------------------------------------------- ### 1\. Instant loan approvals Imagine your customers getting loan approvals through a simple WhatsApp chat. Progressive banks are making this a reality. A customer sees their pre-approved amount, picks their repayment terms, and completes the process with a few taps. No paperwork, no branch visits - just simple, efficient lending. "Hey Sarah! You're pre-approved for a personal loan of $25,000. Want to see your options?" One tap later, Sarah's choosing her loan term, selecting her disbursement method, and verifying her identity - all within WhatsApp. ### 2\. Insurance quotes Gone are the days of endless form-filling for insurance quotes. With WhatsApp Flows, insurance companies are making it as simple as ordering pizza. A customer looking for health insurance can select coverage options, answer basic health questions, and receive personalized quotes within minutes. No jargon, no confusion - just clear options and instant pricing. ### 3\. KYC verification Banks and fintech companies are revolutionizing KYC verification with Flows. Instead of asking customers to visit branches, they can now complete the entire verification process through WhatsApp. Upload identity documents, take live selfies for verification, share proof of address, and even complete video KYC calls - all through a guided process that feels natural and secure. Smart validation checks ensure documents are clear and complete before submission, reducing back-and-forth and processing time. It's transforming a traditionally cumbersome process into a smooth, digital experience. ### 4\. Mutual fund statements Investment platforms are making financial information instantly accessible through WhatsApp. Instead of logging into multiple portals or waiting for email responses, investors can request statements right from WhatsApp with a few taps. Select your investment period, choose statement types, and get instant downloads. You can even set up regular statement delivery preferences. It's like having your investment manager in your pocket. ### 5\. Personalized shopping E-commerce businesses are taking personalization to the next level with Flows. Instead of overwhelming customers with endless product catalogs, they're creating guided shopping experiences that feel like having a personal shopper. Looking for running shoes? The Flow asks about your running style, preferred features, and budget, then shows you perfect matches from the inventory. With Flows, you can convert your prospects into into buyers by making product discovery feel personal and effortless. ### 6\. Flight and hotel booking Airlines and hotels are using Flows to turn complex bookings into smooth conversations. Whether it's picking dates, choosing seats, or adding extras like airport transfers and travel insurance - everything happens within WhatsApp. No more juggling between booking sites and apps. ### 7\. Doctor appointments Healthcare providers are making patient care more accessible through WhatsApp Flows. Need to see a doctor? A simple Flow helps find the right specialist, check their availability, and book an appointment. You can even collect details abou basic symptoms, remind patients about required medical records, and send preparation instructions before the appointment. It's like having a medical assistant in your pocket. ### 8\. Restaurant bookings Restaurants are adding a personal touch to reservations through Flows. Pick your preferred dining time, note special occasions, select seating preferences, check out special menus, and confirm your booking. It feels less like filling out a form and more like chatting with a friendly maître d'. ### 9\. Event tickets Event organizers are making ticket buying a breeze with Flows. Whether it's a concert, conference, or sports match, customers can browse events, pick seats, pay for tickets, and get them delivered - all without leaving WhatsApp. It's like having a box office in your pocket. Taking your WhatsApp experience to the next level with Fyno ----------------------------------------------------------- While WhatsApp Flows is powerful on its own, Fyno helps you maximize its potential. Our platform provides: ### Smart Orchestration Build workflows that seamlessly connect Flows with your other communication channels. If a customer drops off WhatsApp, [automatically follow up](https://www.fyno.io/routing) through email or SMS. Think of it as a safety net for your customer conversations. ### Universal Integration Layer Connect your Flows to all your systems through a [single API](https://www.fyno.io/unified-communication-api). No more juggling between multiple integrations or worrying about data transformation. Everything just works. ### Comprehensive Analytics Track how customers interact with your Flows, identify potential friction points, and optimize for better results. Make [data-driven decisions](https://www.fyno.io/analytics) to improve your customer communication strategy. ### Template Management Create, test, and update your Flow [templates without touching your code base](https://www.fyno.io/templates). Keep your brand voice consistent while experimenting with what works best for your audience. Ready to Transform Your Customer Experience? -------------------------------------------- WhatsApp Flows is revolutionizing how businesses connect with customers. By adding Fyno's orchestration capabilities, you're not just keeping up - you're staying ahead of the curve. Want to see how Flows and Fyno can transform your customer interactions? Let's chat about building a solution that works for your business. ​[Schedule a demo](https://www.fyno.io/schedule-demo) with Fyno today and discover how we can help you make the most of WhatsApp Flows. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## RCS vs WhatsApp: Which is better for business messaging? Author: Tamilselvi Ramasamy Published: 2024-11-14 Category: Articles Tags: Customer communication, WhatsApp, RCS, Communication Channels URL: https://www.fyno.io/blog/rcs-vs-whatsapp-which-is-better-for-business-messaging-cm3mjoevl002mvnqrd7wcczqk By now, you’ve probably heard the hype around RCS (Rich Communication Services) and how it’s shaping up to be the next big thing in messaging. Or maybe you’ve already gotten swept up in the WhatsApp Business API wave. Either way, you’re here because you want to know which platform is the best fit for your business. RCS is like giving your old SMS a fresh, modern upgrade, think read receipts, interactive buttons, and branded experiences. But WhatsApp? Well, with its 2 billion users and end-to-end encryption, it’s a secure global messaging giant. So, is there really room for another player? Should you jump on the RCS bandwagon, or is WhatsApp Business API still the king of business messaging? In this blog, we’ll compare the two head-to-head. We’ll strip away the marketing fluff and get into the features, reach, security, and which platform truly delivers the best value for your business. Stick around, and by the end, you’ll have a clear roadmap to guide your messaging strategy. ![rcs vs whatsapp for business messaging](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/rcs-vs-whatsapp-1731905476486-compressed.png) Introduction to Business Messaging ---------------------------------- In the world of business messaging platforms like RCS (Rich Communication Services) and the WhatsApp Business API have become popular for businesses, offering rich media support, automation, and scalability. RCS shines with branding and interactive elements, while WhatsApp’s API is ideal for global reach and security. Now, let's look at both the channels in detail. What is RCS? ------------ **RCS (Rich Communication Services)** is often considered the successor to SMS, bringing advanced features like multimedia messaging, read receipts, and branding opportunities for businesses. While RCS adds rich interactivity to messages, it faces limitations in adoption, primarily due to its dependence on carrier support. ### Advantages of RCS for Business Messaging * **Branding**: Custom logos, colors, and other design elements in messages. * **Interactive Messaging**: Buttons, carousels, and rich media. * **Enhanced Engagement**: Higher interaction with multimedia content. ### Disadvantages of RCS * **Limited Reach**: Available primarily on Android, restricted by carrier. * **Lack of Apple Support**: No support on iOS devices yet. * **Adoption Barriers**: Only effective in regions with significant carrier adoption. What is WhatsApp Business API? ------------------------------ WhatsApp Business API is an enterprise-grade solution for businesses looking to scale customer engagement and streamline communication. It offers features such as automated messaging, chatbots, and seamless integration with CRM systems. Unlike the WhatsApp Business App, the API is built for businesses that need to handle high message volumes and more complex interactions, making it a powerful tool for companies like Fyno. ### Advantages of WhatsApp Business API for Business Messaging * **Global Reach**: Over 2 billion users, supported across Android and iOS. * **Automation and Integration**: Automate customer interactions and integrate with CRM systems. * **Rich Media Support**: Send images, videos, and interactive messages. * **Security**: End-to-end encryption ensures secure communication. ### Disadvantages of WhatsApp Business API * **Controlled by Meta**: Businesses are subject to Meta's platform rules. They have limited access to customer data and cannot store or control data independently. * **Strict Guidelines**: Marketing messages are limited to avoid spam. RCS vs WhatsApp: Key Comparisons for Business Messaging ------------------------------------------------------- ### **1\. Feature Set Comparison** RCS offers native support for rich media (images, videos, carousels) and interactive elements such as buttons and suggested replies. Its branding capabilities allow businesses to customize the look of messages, enhancing user experience. The WhatsApp Business API, on the other hand, provides end-to-end encryption, reliable delivery reports, and support for two-way conversations via chatbots or customer support agents. While it lacks deep branding options, it supports rich media (like images, documents, and location sharing). ### 2\. **Reach and Availability** RCS is heavily dependent on the carrier infrastructure. It is natively integrated into the default messaging app of Android devices but faces significant fragmentation due to limited cross-platform support (not much iOS adoption) and inconsistent deployment across regions. In contrast, WhatsApp Business API is globally available, bypassing the dependency on carriers or specific device types. The API allows businesses to interact with any WhatsApp user across iOS, Android, and the web. ### 3\. **Security and Privacy** The WhatsApp Business API is backed by end-to-end encryption, ensuring all communications are private and secure, making it a preferred choice for businesses handling sensitive data or customer transactions. RCS does not offer universal [end-to-end encryption](https://www.fyno.io/blog/is-rcs-end-to-end-encrypted-progress-and-challenges-ahead-cm1yynvo900347b2e0rvhf7w4) across all carriers. This introduces potential security gaps, making RCS less suited for applications where privacy and data integrity are crucial. > ​Recommended Read: [How RCS security works to keep your conversations secure](https://www.fyno.io/blog/rcs-security-how-rcs-chats-keep-your-conversations-secure-cm2tyblnp00d6wixo076461x2) ### 4\. **Cost and Setup** WhatsApp Business API uses a pay-per-message model, with costs varying based on message volume and the integration provider, especially if you're working with a BSP instead of a Meta tech partner. The setup requires working with a third-party provider to integrate the API into existing business tools, offering flexibility but involving API maintenance. > Recommended Read: [Benefits of working with a Meta Tech partner over a BSP](https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp) RCS, on the other hand, can offer lower messaging costs, especially in regions where carriers offer attractive pricing. However, deployment is dependent on carrier agreements and may require individual negotiations with service providers. ### 5\. **Customer Experience** WhatsApp Business API offers a uniform user experience across all supported platforms, ensuring that businesses can reach users on any device with reliable message delivery, media sharing, and interactive elements like quick replies, buttons and even app-like experiences through [WhatsApp Flows](https://www.fyno.io/whatsapp-flows). RCS, while powerful in markets where it is supported, suffers from inconsistent adoption and fragmented user experiences due to carrier limitations and Android-only availability. > Recommended Read: [RCS vs SMS for business messaging. Which one should you choose?](https://www.fyno.io/blog/rcs-vs-sms)  ### 6\. **Automation and Integrations** The WhatsApp Business API is designed for integration with existing business systems like CRM platforms, customer service platforms (e.g., Salesforce, Zendesk), and marketing automation tools. Its API allows businesses to automate responses using chatbots and manage high message volumes through webhooks. RCS supports automated interactions but lacks the extensive integration ecosystem offered by WhatsApp. Its automation capabilities are tied to carrier-specific systems, limiting scalability and consistency across regions. Why Choose WhatsApp Over RCS? ----------------------------- ### 1\. **Global Reach and Availability** WhatsApp Business API is the clear winner in terms of reach and consistency. It doesn’t rely on carriers or devices and ensures seamless communication with users across Android, iOS, and web interfaces. The API architecture allows for handling international messaging without worrying about carrier fragmentation or region-specific compatibility issues. ### 2\. **Data Security and Compliance** With end-to-end encryption, WhatsApp ensures that every message sent through the API is encrypted at the source and decrypted only by the recipient. This is crucial for businesses that prioritize customer data protection and compliance with regulations like GDPR and CCPA. WhatsApp uses the Signal Protocol for encryption, ensuring that even WhatsApp servers cannot read messages. This security measure provides a significant advantage over RCS, where encryption varies depending on carrier implementation. ### 3\. **API Flexibility and Integration** One of the most significant advantages of WhatsApp Business API is its seamless integration into business workflows and tech stacks like CRM. Engineers can use REST API endpoints for sending and receiving messages. The API’s support for real-time updates via webhooks means businesses can monitor message delivery, read receipts, and customer interactions with minimal latency. ### 4\. **Scalability and Message Throughput** The WhatsApp Business API is built for high-scale, enterprise-level operations. WhatsApp’s architecture is distributed, which allows load balancing across multiple servers, ensuring that large volumes of messages are processed with low latency. Moreover, engineers can manage high message throughput by leveraging horizontal scaling through API gateways and message brokers. > Recommended Read: [WhatsApp Business vs WhatsApp Business API](https://www.fyno.io/blog/whatsapp-and-all-its-different-types-of-accounts)​ ### 5\. **Message Delivery and Failover Mechanisms** In RCS, delivery depends on both the carrier network and device capabilities, introducing variability in message delivery success rates. In contrast, WhatsApp Business API utilizes acknowledgement receipts, ensuring every message sent is either delivered or logged as failed, allowing for [immediate retry mechanisms](https://www.fyno.io/blog/how-you-can-leverage-fynos-routing-feature) via webhooks. Why Choose RCS Over WhatsApp? ----------------------------- ### 1\. **Branding and Customization** RCS uses GSMA’s Universal Profile, which defines standards for rich media content like images, video, and interactive buttons. This allows engineers to deliver complex, branded experiences natively within Android’s messaging app. ### 2\. **Lower Latency and Network Dependence** RCS utilizes IMS (IP Multimedia Subsystem) architecture to deliver messages via carrier networks, often faster than IP-based messaging systems under low-network conditions. For regions with strong RCS adoption, this could be a game-changer in terms of message reliability and delivery speed. ### 3\. **Lower Costs in Certain Regions** Since RCS operates over carrier networks rather than the internet, the cost of delivering messages can be optimized through bulk messaging agreements. This can be particularly advantageous for businesses targeting customers within regions with robust RCS adoption. So, will RCS replace WhatsApp Business messaging? ------------------------------------------------- RCS has the potential to replace SMS as a default messaging standard, but its replacement of WhatsApp Business Messaging is still a far-fetched dream. ### 1\. Adoption: WhatsApp operates as an OTT (Over-The-Top) service, independent of carrier networks. This independence allows WhatsApp to offer a global reach, cross-platform consistency, and end-to-end encryption across both Android and iOS. RCS, on the other hand, relies heavily on carrier infrastructure for message delivery. Each carrier must implement Universal Profile 2.0 standards to ensure consistent behaviour across regions. While RCS supports rich media and interactive features like buttons and carousels, these features are often restricted to Android, and the lack of iOS adoption remains a critical limitation. Without Apple’s support, RCS might continue to struggle. > Recommended Read: [WhatsApp Flows for businesses - A complete guide](https://www.fyno.io/blog/whatsapp-flows-for-businesses-a-complete-guide-clypler3b002e12jdr4hxi7ry)​ ### 2\. Costs Next, where we think RCS could excel, is in enterprise messaging within regions where carriers have adopted the protocol. Since RCS works directly over cellular networks, it has the potential to offer lower latency than internet-based services, particularly in areas with poor internet connectivity. However, businesses that operate globally or need to scale automated messaging through API integration will find WhatsApp’s API infrastructure more robust and mature. > Recommended Read: [WhatsApp Business Pricing Changes (Updated 2024)](https://www.fyno.io/blog/whatsapp-business-pricing-changes)​ ### 3\. Security Most important of all, from a security standpoint, WhatsApp wins because of its end-to-end encryption while RCS’s encryption relies on TLS (Transport Layer Security) and heavily on carrier implementation. The potential of RCS to replace WhatsApp is more viable in regions where RCS adoption is strong, such as Europe and Latin America, where certain telecoms have heavily invested in RCS rollouts. However, even in these regions, the presence of OTT services like WhatsApp means that consumers may still default to using WhatsApp due to its familiarity, cross-platform compatibility, and end-user encryption guarantees. Finally, here’s our verdict --------------------------- In conclusion, while RCS offers compelling features, such as branded content and lower costs in certain regions, WhatsApp Business API holds several technical advantages that make it more suitable for global businesses. The biggest obstacle to RCS replacing WhatsApp is Apple’s refusal to adopt [RCS for iMessage](https://www.fyno.io/blog/rcs-vs-imessage-understanding-the-differences-between-the-modern-messaging-frameworks-cm1yvqr6j002j7b2ecs9sml07). As long as Apple holds out, RCS will be limited to Android, reducing its appeal to businesses that require cross-platform compatibility. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The challenges of building your own event-based notification service Author: Karthik Pasupathy Published: 2024-11-13 Category: Articles Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/the-challenges-of-building-your-own-event-based-notification-service-cm3mjddor002lvnqrkqqasdtc Your product is a complex ecosystem. User actions flow through platforms like Mixpanel, payment moves through Stripe or Razorpay, packages ship via logistics partners, and data streams in from a dozen other services. Every click, swipe, and transaction is a potential touchpoint for customer communication. A signup needs a welcome message. A payment deserves a confirmation. A delivery status change warrants an update. But connecting these scattered data points into meaningful customer communications needs a lot of resources and engineering effort. And let's be honest – your engineering team has better things to do than converting and piecing together data from multiple sources and building workflows around them. What if you could just forward your event data to a single endpoint and let the platform handle everything else? I’ll get to that. But, let me take a step back and go a little deeper into the challenges of building your own event-based notification service. ![event based notification service](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/event-basednotificationservice-1731904835777-compressed.png) The challenges that come with building your own event-based notification service -------------------------------------------------------------------------------- _"We never expected this! What started as a simple function to send welcome emails has evolved into a massive spaghetti of code containing event listeners, data transformers, and channel routers."_ If you’d come across this statement at least once from your team members or if you’re the one who’d said it, then you know what I’m talking about. If you’re seeing a good amount of growth in your user base, then it's not just about sending messages anymore. It's about sending meaningful, contextual notifications for various user actions. You went from building a basic function to send simple messages, to managing an entire communication infrastructure. An infrastructure that demands constant attention, updates, and optimization. Imagine a world where your engineers could focus on building features that matter. Where adding a new event-based notification flow doesn't require a sprint. Where [connecting a new data source or communication channel](https://www.fyno.io/integrations) takes minutes, not weeks. Today, you don’t have to imagine. Because, you have Fyno. Fyno helps you simplify your communication infrastructure --------------------------------------------------------- Fyno provides a unified API endpoint that allows you to forward event data from any source. And, everything from ingestion and transformation of event data, to triggering routing flows happens automatically. ### How does Fyno work? * Forward all your event data to Fyno’s [unified endpoint](https://www.fyno.io/unified-communication-api). * After forwarding all your event data to Fyno, you can define event triggers and their corresponding notification events using our simple yet [powerful workflow builder](https://www.fyno.io/workflows). * Fyno will automatically extract relevant notification variables from the incoming event data, look for triggers, and execute the defined notification events. * Once these notification events are triggered, they’ll make sure that your message reaches your customers on their preferred channel. All you have to do for this to work is add the content for the notification as a template and define the [routing flows](https://www.fyno.io/routing). * If you need additional context for a scenario within the workflow, you can call any external or internal API. ll you have to do is set it and forget it. Everything else will be taken care by Fyno. No sprint cycles. No code changes. And no more worrying about deadlines. Let’s look at an example to understand this better. When a payment succeeds in Razorpay, the webhook doesn't trigger a cascade of internal services. Instead, it flows directly to Fyno. The raw event data arrives carrying all the essential information – transaction amount, customer details, timestamp. But what happens next is where the magic unfolds. Without writing a single line of code, you've already defined how this event should be handled. Your payment success template stands ready, waiting to transform raw data into personalized messages. Your channel sequence is predetermined – try WhatsApp first, fall back to SMS if needed, follow up with email for good measure. Fyno will execute this notification event and send a payment confirmation message to your customer via WhatsApp. What makes Fyno the perfect choice for an event-based notification service? --------------------------------------------------------------------------- ### Smart channel switching When a critical alert needs to go out, Fyno doesn't blindly fire it through every available channel. It orchestrates a strategic sequence, which you can help set up. You can try sending the notification through WhatsApp first—it's cost-effective and immediate. No response in 30 seconds? You can tell Fyno to switch to SMS. Still nothing? You can trigger an email and create an in-app notification as a backup. This isn't just automation; it's intelligent communication flow. This way, you achieve a [100% deliverability](https://www.fyno.io/100-deliverability). ### Built for scale As your product grows, so do your communication needs. New events emerge. New channels gain popularity. New regions require different approaches. With a traditional notification infrastructure, each change ripples through your codebase, demanding updates and testing. But with [consolidated event-based notification services](https://www.fyno.io/consolidated-stack) like Fyno, scaling becomes seamless. > Recommended Read: [How to build a scalable notification service? A developers' guide](https://www.fyno.io/blog/how-to-build-a-scalable-notification-service-a-developers-guide-cm2tyu0lk00d8wixoiub6t3xz)​ Got a new event source? Point it to Fyno’s endpoint. New channel? Add it to your workflow within Fyno. New region? Adjust your routing rules. As simple as that. The path forward ---------------- Event-based notifications aren't just about sending messages – they're about building a [scalable, maintainable communication infrastructure](https://www.fyno.io/blog/customer-notification-system) that grows with your business. By separating your event handling from your core application logic, you create a more flexible, future-proof system. Stop building custom notification pipelines. Let your engineering team focus on your core product while Fyno handles the complexities of event-based communication. Your developers will thank you, and your customers will enjoy a more seamless communication experience. Ready to transform your notification infrastructure? [Schedule a demo with Fyno](https://fyno.io/demo) to see how it works. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Choosing between Apache Kafka and Amazon SQS: A developers' guide Author: Karthik Pasupathy Published: 2024-11-09 Category: Articles Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/choosing-between-apache-kafka-and-amazon-sqs-a-developers-guide-cm3bdumkz000q2bbz0g48grnk As engineers building distributed systems, we often face the challenge of choosing between Apache Kafka and Amazon SQS for our messaging infrastructure. Both are proven solutions for handling asynchronous communication, each designed to solve specific engineering challenges. While Kafka excels as a distributed event streaming platform with high throughput, SQS shines as a fully managed message queue service. Let's dive into their architectural differences and understand when to use each one. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/kafka-vs-sqs-1731230790060-compressed.png) Why do these tools matter? -------------------------- In this blog post, we're focusing on two types of data: notifications that trigger immediate actions and events that capture state changes. Both need to be processed reliably at scale. Consider these scenarios: **Notifications:** * Push notifications to millions of mobile devices * Alert systems triggering incident responses * Payment confirmation emails to customers **Event Streams:** * User behavior events for real-time analytics * Financial transactions for fraud detection * Order status changes in e-commerce systems These systems need robust message handling that can scale with your architecture. While notifications often require guaranteed delivery to specific consumers, events might need to be processed by multiple downstream systems or replayed for analysis. This is where Kafka and SQS offer different approaches to solve these challenges. ### The core difference: Message delivery models Think of SQS as a postal delivery system and Kafka as a radio broadcast network. With SQS, when someone sends a message, it sits in a queue until one recipient collects it. With Kafka, messages are like radio programs - they're broadcast on a channel (called a topic), and multiple listeners can tune in simultaneously. Quick feature comparison ------------------------ **Feature** **Amazon SQS** **Apache Kafka** Service Type Fully managed by AWS Self-managed (or managed by third parties) Message Model Queue-based (one sender, one receiver) Publish-subscribe (one sender, many receivers) Message Retention Up to 14 days Configurable (can keep messages indefinitely) Message Order FIFO queues guarantee order Order guaranteed within partitions only Scalability Automatic scaling Manual scaling by adding brokers Setup Complexity Low (AWS managed) High (requires cluster setup) Ideal Message Volume Low to medium High volume Real-time Processing Limited Excellent Message Persistence Limited retention Configurable, long-term storage Consumer Groups Not supported Supported for parallel processing When to choose Amazon SQS? -------------------------- SQS is your friend when: * You want a simple, managed message queue without infrastructure headaches * Your messages need to be processed by exactly one consumer * You're already using AWS services * You need a quick setup and don't want to manage servers * Your message volume is moderate * You need automatic scaling without managing infrastructure For example, imagine you're building a food delivery app. When a customer places an order, you might use SQS to queue the order for processing. One delivery agent picks up each order, and once it's picked up, no other agent should see it. When to choose Apache Kafka? ---------------------------- Kafka shines when: * You need real-time data streaming and analytics * Multiple systems need to consume the same messages * You need to store message history for replay * You're handling high-volume data (like logs or metrics) * You need fine-grained control over your setup * You need to process data streams in real-time for immediate insights * Your system requires low-latency data processing Think of a social media platform's [notification system](https://www.fyno.io/blog/how-to-build-a-scalable-notification-service-a-developers-guide-cm2tyu0lk00d8wixoiub6t3xz). When a celebrity posts something, millions of followers need to be notified. Kafka would be perfect here because one message needs to reach many consumers, and the system needs to handle high volume in real-time. ### Real-world examples **SQS Example**: An e-commerce website using SQS to handle order processing. When a customer places an order, it goes into a queue. One worker picks it up, processes the payment, and removes it from the queue. Simple and effective. **Kafka Example**: A stock trading platform where market data streams through Kafka, enabling multiple systems (trading algorithms, risk analysis, monitoring, compliance) to process each market tick simultaneously. This real-time parallel processing is crucial for making split-second trading decisions. Understanding message persistence --------------------------------- One key difference between these systems is how they handle message storage: **SQS**: Messages are retained for up to 14 days, after which they're automatically removed. This suits use cases where messages are transient and only need short-term storage, like processing user requests or handling application events. **Kafka**: Messages can be stored indefinitely based on your configuration. This makes Kafka excellent for scenarios where you might need to replay old messages or analyze historical data patterns. Scalability considerations -------------------------- Both systems scale differently: **SQS**: Automatically scales based on demand. AWS handles all the infrastructure scaling behind the scenes. Perfect for variable workloads where you don't want to manage scaling yourself. **Kafka**: Scales by adding more brokers to your cluster. While this requires more hands-on management, it allows for massive scale and fine-tuned performance optimization. Kafka can handle millions of messages per second when properly configured. Making your choice ------------------ Ask yourself these questions: * What's your message delivery model - do you need to notify one consumer (like sending an order to a single processor) or multiple consumers (like broadcasting user activity to analytics, audit, and recommendations)? * What's your operational model - can you invest resources in managing infrastructure, [maintaining codebase](https://www.fyno.io/blog/reducing-high-code-base-maintenance-strategies-and-best-practices-clzsci0a10000lmdus6zhev1q), or do you need to focus on building features? * What's your scale - are you handling occasional notifications or processing a constant stream of user events? * Do your business requirements include analyzing historical data or replaying past events (like fraud detection or audit trails)? * Does your business need real-time insights from your data (like live dashboards or instant analytics)? * Is the sequence of messages critical for your business logic (like processing financial transactions or maintaining state order)? > Recommended Read: [How building a notification system in-house can be really expensive?](https://www.fyno.io/blog/how-building-a-notification-system-in-house-can-be-expensive-clutgsbgd006d26aowhln37va) Key takeaway ------------ Both tools are excellent at what they do, but they serve different purposes: * Choose SQS when you want a simple, managed queue service that's easy to set up and maintain. It's perfect for decoupling applications and handling moderate message volumes without [infrastructure overhead](https://www.google.com/search?q=site%3Afyno.io+infrastructure+overhead&sca_esv=e1edc051017ec775&ei=33gwZ82DMJyVseMPz9exsAY&ved=0ahUKEwiN75KDttGJAxWcSmwGHc9rDGYQ4dUDCA8&uact=5&oq=site%3Afyno.io+infrastructure+overhead&gs_lp=Egxnd3Mtd2l6LXNlcnAiJHNpdGU6Znluby5pbyBpbmZyYXN0cnVjdHVyZSBvdmVyaGVhZEiULVAAWNEscAZ4AJABAJgBtgGgAfsUqgEEMjYuMrgBA8gBAPgBAZgCAKACAJgDAJIHAKAH7Ak&sclient=gws-wiz-serp). * Pick Kafka when you need a robust platform for real-time data streaming, high-throughput messaging, or when multiple systems need access to the same data streams. It's ideal for building data pipelines and real-time analytics applications. Remember, you can even use both in the same system - SQS for simple queuing needs and Kafka for real-time streaming requirements. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Top transactional email service providers for developers in 2024 Author: Tamilselvi Ramasamy Published: 2024-11-08 Category: Articles Tags: Email, Customer communication, Communication Channels URL: https://www.fyno.io/blog/top-transactional-email-service-providers Imagine your user just triggered a password reset and is waiting for an email to securely complete the process. The email is dispatched instantly, reaches their inbox without delay, and contains a secure link that expires in 10 minutes. Sounds perfect, right? That’s transactional email at its core: fast, reliable, and automated, driving seamless interactions behind the scenes. In short, it’s a critical part of your business's communication infrastructure. That’s why the choice of provider matters. You need more than just email-sending capabilities. Robust APIs, compliance with GDPR and HIPAA standards are essential, along with high throughput and low-latency delivery to ensure your emails always reach the inbox on time. ![top transactional email service providers](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/top-transactional-email-providers-1731229776416-compressed.png) What is a transactional email? ------------------------------ A transactional email is an automated email triggered by a specific user action or event. Unlike promotional emails, these emails are sent in response to user interactions and provide critical, time-sensitive information relevant to that interaction. Some common examples include: * **Password reset emails**: Triggered when a user requests to reset their password. * **Order confirmations**: Sent after a purchase is completed to confirm the order details. * **Shipping notifications**: Informing the customer about the status of their shipment. * **Account creation**: Confirmation emails sent when a new account is registered on a platform. The key characteristic of [transactional emails](https://www.fyno.io/blog/what-is-a-transactional-email-and-why-is-it-important-clwrjc8eb000tr5g3t1lcqb3l) is their functionality. They are focused on delivering essential information to complete or support a transaction or action the user-initiated. This type of email typically has high open rates, as they contain information the recipient expects and needs. What is a transactional email provider? --------------------------------------- A transactional email provider is a platform that enables businesses to send these automated emails at scale. These providers focus on ensuring high deliverability, security, and real-time dispatch of emails. For instance, when a user requests a password reset, the provider's infrastructure ensures that the email is sent immediately and reaches the inbox without being flagged as spam. Key features of a good transactional email provider include: * **High deliverability**: Ensuring emails land in the recipient’s inbox, not the spam folder. * **API integrations**: Seamless integration with your existing systems (e.g., CRM, eCommerce platforms) to automate the sending of emails. * **Scalability**: Ability to send millions of emails without service interruptions. * **Security**: Providers often use TLS encryption and comply with regulations like GDPR or HIPAA to protect sensitive data. * **Analytics and reporting**: Offering insights into open rates, bounce rates, and other metrics to help businesses monitor and optimize email performance. Examples of top transactional email providers include SendGrid, Postmark, Mailgun, and SMTP.com, which offer a range of features like API access, security protocols, and scalable infrastructure. Why does transactional email matter? ------------------------------------ Transactional emails are a cornerstone of customer communication for several reasons: * **Timeliness and Reliability**: When users trigger events like password resets or order confirmations, they expect an immediate response. A delay in receiving such emails can lead to frustration, reduced trust, or even customer churn. * **Security and Trust**: Many transactional emails contain sensitive information, such as password reset links or account activity alerts. Ensuring these emails are securely delivered builds trust with your customers as data protection is critical. * **Engagement and Retention**: Transactional emails keep customers engaged by and often have higher open rates, whether it's a shipping update or a payment confirmation. * **Regulatory Compliance**: Many businesses must adhere to data privacy regulations like GDPR or HIPAA. Transactional email providers often have built-in compliance features. How do you choose a transactional email provider? ------------------------------------------------- To choose the best transactional email provider, here’s a breakdown of the most critical factors to consider. * **Deliverability:** Ensure the provider has a high deliverability rate, meaning emails consistently land in the inbox without being flagged as spam. Key factors that influence this include sender reputation management, support for DKIM, SPF, and DMARC authentication protocols, and strong IP management. * **Delivery Speed:** Providers should support low-latency delivery and retry mechanisms such as exponential backoff to ensure the system retries failed email deliveries without overloading the server. * **Ease of Integration:** Look for seamless API and SMTP integration. A robust API will allow your system to connect with the email provider, automating workflows efficiently. Ensure the provider supports SDKs in multiple languages (e.g., Python, Java, PHP) and offers detailed API documentation. * **Customizability:** Providers should offer HTML editors or drag-and-drop builders to create and modify email templates quickly. Dynamic content support is also necessary to personalize emails based on customer behavior or actions. * **Pricing and Flexibility:** Pricing can vary significantly depending on email volume and additional features like dedicated IP addresses. Look for a provider that offers pay-as-you-go or tiered pricing models. Be cautious of hidden costs such as extra fees for priority support or IP addresses. * **Scalability:** The provider should easily scale with your growing email needs. This means handling high volumes of emails without delays or performance degradation. Should offer features like batch processing and queue management to maintain high throughput under load. * **Analytics and Reporting:** Real-time insights into metrics like open rates, click-through rates, bounces, and deliverability are vital for performance monitoring. Providers should offer dashboards and webhooks for tracking email performance, ensuring continuous optimization. * **Security and Compliance:** Ensure the provider supports TLS encryption for secure delivery and complies with regulations like GDPR, HIPAA, and CAN-SPAM. This is critical for industries handling sensitive data. * **Support and Documentation:** Look for responsive technical support, especially if you encounter issues with integration or delivery. Providers with strong, well-maintained documentation help reduce developer effort. Additionally, ensure the support team can handle technical queries efficiently. * **Advanced Features:** Features like dedicated IPs, rate limiting, subaccounts, and custom tracking domains are essential for managing complex email infrastructures. * **Test Environment:** Look for providers that offer a sandbox environment to test email functionalities, test API integrations etc., before deploying to production. * **Data Retention Policies:** Depending on compliance needs, you may need to store email logs for a specific period. Some providers allow you to set custom data retention policies, while others offer predefined limits. Be sure the provider complies with relevant data privacy laws like GDPR. Top transactional email service providers for developers -------------------------------------------------------- ### SendGrid SendGrid is a widely recognized transactional email provider offering robust tools for developers. Known for its scalability and ease of integration, SendGrid handles billions of emails for companies like Uber, Spotify, and Airbnb. **Features:** * **Global scalability**: Send millions of emails per day to users across multiple regions. * **Comprehensive API**: Offers RESTful API with detailed documentation and support for multiple languages (Python, Ruby, Node.js). * **Email tracking**: Real-time tracking of email metrics such as opens, bounces, and clicks. * **IP reputation management**: Offers shared and dedicated IPs with advanced reputation monitoring. * **Deliverability tools**: Advanced monitoring tools for inbox placement, deliverability analytics, and suppression management. * **Deliverability insights**: Features like the Delivery Insights dashboard and partnerships with services like Valimail to monitor and improve email authentication (e.g., DKIM, SPF) ### Mailgun Mailgun positions itself as an email service built specifically for developers. It offers advanced email deliverability features, excellent API documentation, and scalability. **Features:** * **API & SMTP support**: Developer-friendly API with support for SMTP relay. * **Deliverability services**: Includes email verification, DKIM, SPF, and DMARC for ensuring email authentication. * **Email validation**: Built-in tools to verify email addresses in real time. * **Batch sending**: Ideal for high-volume transactional emails with features like message scheduling and queueing. * **Regional support**: Send emails via US or EU data centers, ensuring compliance with data protection laws. ### Mailchimp Once a standalone service, Mandrill is now integrated with Mailchimp. It is focused on delivering transactional emails for small to mid-sized businesses. **Features:** * **API & SMTP**: Simple API integration or use via SMTP. * **Event-based triggers**: Automate email sends based on user actions or behaviors (e.g., account creation, purchase confirmations) * **Custom tracking domains**: Use custom tracking domains for better branding and performance monitoring. * **Real-time reporting**: Access to in-depth analytics on email performance, including open rates and click-through rates. * **Subaccounts**: Manage reputation and reporting separately for different applications. ### Postmark Postmark is known for its exceptional speed and deliverability. It focuses exclusively on transactional emails, ensuring that critical emails reach users as quickly as possible. **Features:** * **Fast email delivery**: Prioritizes transactional emails over bulk emails for faster delivery. * **Detailed analytics**: Provides real-time insights on email performance, including delivery rates and opens. * **Inbound email handling**: Enables receiving and processing inbound emails via webhooks. * **Secure by design**: Supports TLS encryption for secure email delivery. * **Pre-built templates**: Simplifies the setup process with ready-to-use templates for common transactional emails. ### MailerSend MailerSend focuses on offering a developer-friendly experience with easy integration, alongside providing tools for both marketing and transactional emails. **Features:** * **RESTful API**: Full-featured API that integrates easily with various platforms. * **Drag-and-drop templates**: Create or customize transactional email templates without needing coding skills. * **Real-time analytics**: Track open rates, delivery, and other key performance indicators. * **SMTP relay**: Use SMTP for legacy systems needing simple integration. * **Team collaboration**: Features for managing teams and permissions within the platform. ### Amazon SES (Simple Email Service) Amazon SES is a cost-effective solution for businesses already using AWS services. It offers high scalability and reliability, but may require more technical know-how compared to other providers. **Features:** * **Low-cost**: Extremely low pricing for high-volume email sending. * **API integration**: Seamless integration with AWS tools like EC2, S3, and Lambda. * **Deliverability management**: Offers features like DKIM, SPF, and dedicated IPs to improve sender reputation. * **High scalability**: Handles millions of emails per month without performance drops. * **Detailed metrics**: Provides feedback on delivery status, bounces, and complaints. ### Netcore Email API Netcore focuses on providing robust transactional email solutions with a strong emphasis on deliverability and advanced analytics. **Features:** * **Advanced email automation**: Supports triggers for sending real-time transactional emails. * **Omnichannel capabilities**: Netcore offers additional channels like SMS and push notifications. * **Email validation**: Ensures higher deliverability with email list cleaning. * **Detailed reports**: In-depth analytics on engagement and deliverability. > Recommended Read: [Top transactional SMS service providers for developers in 2024](https://www.fyno.io/blog/top-transactional-sms-service-providers)​ ### Resend Resend focuses on simplicity and developer-friendliness, with an emphasis on API-driven transactional email solutions. **Features:** * **API-first approach**: Full API support for sending transactional emails. * **Template management**: Offers dynamic templating for personalized emails. * **Quick setup**: Fast integration and simple setup process for developers. ### Moosend Moosend is a marketing automation platform that also supports transactional emails, known for its affordability and ease of use. **Features:** * **Drag-and-drop editor**: Simplifies the design and deployment of transactional emails. * **Automation workflows**: Advanced automation for sending event-based emails. * **Detailed analytics**: Provides in-depth tracking for email performance. * **Email templates**: Pre-built templates for common transactional email types. ### Mailtrap Mailtrap is a tool designed for testing email workflows, often used by developers during application development. **Features:** * **Sandbox environment**: Safely test email workflows without sending emails to real users. * **Real-time analytics**: Analyze email delivery performance and test for issues like bounces or spam filtering. * **API support**: Offers an API for integrating with CI/CD pipelines. ### Bird (formerly Sparkpost) Bird offers a high-performance email delivery platform, particularly for businesses sending large volumes of transactional emails. **Features:** * **High deliverability**: Advanced monitoring tools to ensure optimal inbox placement. * **Email testing**: Offers tools for testing email performance before sending. * **API integration**: Developer-friendly API for automating email workflows. * **Advanced reporting**: Provides in-depth analytics on email performance, including engagement trends. ### UniOne UniOne focuses on providing reliable, high-speed email delivery solutions for businesses of all sizes. **Features:** * **API and SMTP support**: Easy integration with legacy and modern systems. * **Email templates**: Offers customizable templates for transactional emails. * **Detailed metrics**: Provides reports on open rates, bounces, and delivery success. * **Security**: Ensures emails are securely delivered using TLS encryption. Comparative overview of all transactional email providers --------------------------------------------------------- **Provider** **Dedicated IPs** **Domain Authentication (SPF/DKIM/DMARC)** **Language Support (API)** **Ease of Integration** **SendGrid** Available SPF, DKIM, DMARC Python, Ruby, Node.js Easy, well-documented **Mailgun** Available SPF, DKIM, DMARC Python, PHP, Ruby Easy, well-documented **Mailchimp Transactional** Available SPF, DKIM, DMARC Python, PHP, Node.js Easy, well-documented **Postmark** Available SPF, DKIM Python, PHP, Ruby Easy **MailerSend** Available SPF, DKIM, DMARC Python, Ruby, PHP Easy **Amazon SES** Available SPF, DKIM, DMARC Python, Java, PHP, C++ Complex **Netcore Email API** Available SPF, DKIM, DMARC Python, PHP Moderate **Resend** NA SPF, DKIM JavaScript Easy **Moosend** Available SPF, DKIM, DMARC JavaScript, PHP Easy **Mailtrap** NA SPF, DKIM Python, Ruby, PHP Moderate **Bird (formerly SparkPost)** Available SPF, DKIM, DMARC Python, Node.js Easy **UniOne** Available SPF, DKIM PHP, Python Easy * **Bounce Handling and Retry Logic**: All providers support bounce handling and retry logic as standard features to manage undelivered emails. * **GDPR, CAN-SPAM, and CCPA Compliance**: Every provider complies with email regulations like GDPR, CAN-SPAM, and CCPA, ensuring user privacy and protection from unsolicited emails. * **TLS Data Encryption**: Across all providers, TLS encryption is universally implemented to secure email transmissions, safeguarding sensitive data from interception. * **API Reliability and Integration**: All providers offer highly reliable APIs with over 99.99% uptime and easy integration, supporting common languages like Python, PHP, and Node.js. * **Engagement Tracking**: Every provider includes engagement tracking features such as open rates and click-through metrics to help monitor email performance. * **Role-Based Access Control (RBAC)**: Most providers support role-based access control, allowing organizations to set different permission levels for various team members. Which one should you choose? ---------------------------- When choosing a transactional email provider, think about what really fits your tech stack and business needs. Do you need something that integrates effortlessly with your CRM? Or are you simply looking for a reliable API that can handle high volumes of emails seamlessly from your backend? It’s all about finding the right balance between functionality, scalability, and ease of integration. From API reliability to security and deliverability, every provider has its strengths. Whether you’re a developer needing deep customization or a growing business looking for cost-effective scalability, choosing the right provider can save you a lot of headaches down the road. ### **1\. API Reliability and Integration** For developers, SendGrid, Mailgun, and Postmark stand out with highly reliable APIs. SendGrid and Mailgun offer extensive language support and comprehensive documentation, making them accessible to teams using a variety of programming languages like Python, Java, PHP, and Node.js. Postmark is known for its [streamlined API](https://www.fyno.io/unified-communication-api) that prioritizes transactional emails, making it a favourite among developers looking for simplicity and high performance. ### **2\. Scalability** For businesses expecting to scale their email operations, Amazon SES leads in scalability with no strict throughput limits, making it the go-to for high-volume email senders, especially when integrated with other AWS services. SendGrid and Mailgun also provide strong scalability features, handling millions of emails per day with ease ### **3\. Deliverability** Postmark is widely regarded as one of the best for high deliverability, particularly for transactional emails. Its strict no-spam policy and focus on transactional email ensures prompt delivery to inboxes. Mailgun also excels in [deliverability](https://www.fyno.io/100-deliverability), offering advanced features like dedicated IPs, white-labeling, and deliverability consulting, which are ideal for optimizing inbox placement. ### **4\. Compliance and Security** For businesses with strict compliance requirements, SendGrid, Mailgun, and Postmark ensure [compliance with GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7), CAN-SPAM, and CCPA. Amazon SES is also a solid option for companies that need enterprise-level security with TLS encryption and [HIPAA compliance](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr). ### **5\. Advanced Features** If you need advanced analytics, A/B testing, and dynamic content, SendGrid and Bird (formerly SparkPost) are excellent options. SendGrid offers robust tracking tools and detailed insights into engagement metrics. Postmark also provides in-depth message event logs and pre-built transactional email templates. ### **6\. Cost and Flexibility** For startups and businesses with budget constraints, Amazon SES is the most cost-effective solution, especially for high volumes. It operates on a pay-as-you-go model, charging based on the number of emails sent. MailerSend is another affordable option with a free tier, while Postmark offers transparent volume-based pricing without feature paywalls. ### **7\. Regional Needs** If your business focuses on specific regions, Netcore Email API provides strong support in emerging markets with omnichannel capabilities. It’s particularly useful for companies in India and other parts of Asia. Key takeaways ------------- Transactional emails are essential for delivering time-sensitive, critical information in real-time, ensuring smooth user interactions. They maintain high open rates because users anticipate these emails, and they form a crucial part of customer communications. Here’s a quick recap of what we covered: * **Top providers**: We explored leading transactional email providers like SendGrid, Mailgun, Postmark, and Amazon SES, each with unique strengths, including deliverability, security, and scalability. * **Key features**: When choosing a provider, focus on API reliability, customizability (HTML/CSS support), ease of integration, deliverability tools, and advanced features like A/B testing and dynamic content. * **Provider comparison**: Providers were compared based on scalability, API performance, deliverability rate, and security compliance, helping businesses identify the best fit depending on their email volume, security needs, and technical capabilities. * **Compliance and security**: Ensuring regulatory compliance (GDPR, CAN-SPAM, CCPA) and TLS encryption for secure data transmission are essential across all major providers, making security a key differentiator for industries handling sensitive information. * **Integration and scalability**: RESTful APIs, support for multiple languages, and comprehensive documentation enable seamless integration into your existing tech stack, especially for businesses looking to scale email operations. Choosing the right transactional email service provider hinges on your specific business needs — whether it’s high-volume email sending, advanced deliverability management, or ease of integration with existing systems. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp OTPs: How to send one-time passwords on WhatsApp Author: Tamilselvi Ramasamy Published: 2024-11-07 Category: Articles Tags: Customer communication, WhatsApp, Encryption URL: https://www.fyno.io/blog/whatsapp-otps-how-to-send-one-time-passwords-on-whatsapp-cm3bcf5m2000o2bbz0npq5btu For years, businesses have relied on SMS to deliver One-Time Passwords (OTPs) but that's quickly changing. More and more companies are turning to WhatsApp OTPs, and for good reason. With over 50 million businesses using WhatsApp, the shift is hard to ignore. But why the sudden move? The answer is simple: security and user experience. While SMS OTPs are functional, they’re vulnerable to SIM swapping, interception, and delays. WhatsApp, on the other hand, brings encryption, faster delivery, and a platform most users already engage with daily. The need for better security has never been clearer, especially after major breaches like the 2019 Twitter hack, which exposed the risks of relying solely on SMS for 2FA. Many reputable brands that prioritise security have already started using WhatsApp for OTPs. So, is it time for your business to switch to WhatsApp OTPs? Let’s dive into the reasons why this growing trend is more than just a fad. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsappotp-1731228234975-compressed.png) Introduction to OTP authentication ---------------------------------- So, what exactly is an OTP? Standing for One-Time Password, this is a unique set of characters valid for only one login session or transaction. This temporary and dynamic nature of OTPs makes them less susceptible to theft and misuse. In the BFSI sector, where transactions need secure yet swift validation, OTPs provide that necessary layer of security without causing significant delays. OTPs serve a crucial role in multi-factor authentication (MFA) systems, adding an extra layer of security that goes beyond just a username and password. Imagine logging into a banking app; first, you enter your password, and then you're prompted to input an OTP sent to your phone. This method combines something you know (your password) with something you have (your phone), significantly reducing the risk of unauthorized access. ### Types of OTPs (HOTP, TOTP) When discussing One-Time Passwords (OTPs), two primary types are commonly used across various industries: * **Time-based OTPs (TOTP)** rely on a constant, time-related variable to generate authentication codes. This method ensures that each OTP is only valid for a short period, typically 30 to 60 seconds, enhancing security by minimizing the window for potential misuse. TOTP is widely appreciated in sectors like banking and financial services, where security cannot be compromised. * On the other hand, **HMAC-based OTPs (HOTP)** are generated based on a counter mechanism that increases each time an OTP is used. This type is more user-friendly because it does not impose a time limit for the user to input the code, reducing pressure and potential errors during the authentication process. While TOTP is generally considered more secure due to its transient nature, HOTP remains popular for its user-centric approach. Both methods ensure robust security, but the choice hinges on specific business needs and operational contexts. Common OTP delivery methods --------------------------- Delivering OTPs can be done through various channels, each with its own set of advantages. The most common methods include: * **SMS/Text**: Widely used due to its simplicity and broad accessibility. However, SMS OTPs can be intercepted, which is a significant concern for sectors like banking and finance.​ * **Email**: Another common method, offering convenience but susceptible to phishing attacks. * **Messaging apps**: Apps like WhatsApp offer end-to-end encryption, making them a secure choice for delivering OTPs. * **Hardware keys**: These devices generate OTPs and are immune to remote hacking attempts, providing an extra layer of security for sensitive operations. * **Authenticator apps**: Apps like Google Authenticator or Authy generate TOTP codes and do not rely on network connectivity, offering a secure and reliable method for OTP delivery. HOTP vs. TOTP: Which does WhatsApp use? --------------------------------------- TOTP is more prevalent in everyday applications, including WhatsApp, because of its dynamic nature; it generates a new password at fixed intervals, ensuring a higher security level by reducing the window of opportunity for unauthorized access. In contrast, HOTP remains valid until it's used, making it less ideal for high-volume or time-sensitive environments. Primarily, WhatsApp opts for TOTP due to its time-sensitive nature, aligning better with the rapid pace of digital communications. This method relies on a combination of a secret key and the current timestamp, hashed with a cryptographic function to produce a unique OTP every 30 seconds. This system not only enhances security but also simplifies the user experience by minimizing the authentication time. Delivering [OTPs securely and efficiently](https://www.fyno.io/blog/secure-and-scalable-otp-message-delivery-system) requires a robust system. Here’s how WhatsApp manages the delivery process: ### **Steps to send OTP via WhatsApp** 1. **Initiate the process**: When a user opts for authentication via WhatsApp, the service triggers the OTP generation based on the pre-established secret and the current time. 2. **Generate the OTP**: A TOTP is generated, employing cryptographic algorithms to ensure that each password is unique and secure. 3. **Send the OTP**: The OTP is then sent to the user’s WhatsApp, taking advantage of the platform's end-to-end encryption. ### Benefits of using WhatsApp for OTPs * **Better security:** By leveraging end-to-end encryption, WhatsApp ensures that OTPs remain confidential between the sender and the recipient. This encryption makes it exceedingly difficult for scammers and cybercriminals to intercept or manipulate the content, unlike SMS OTPs. * **Ease of use:** Users receive their one-time passwords directly in their WhatsApp messages, which are already a part of their daily communication habits. This seamless integration eliminates the need to remember complex passwords or carry additional hardware tokens. * **Global reach:** With over two billion active users worldwide, WhatsApp provides an unparalleled platform for effortlessly reaching international customers. By integrating WhatsApp OTPs, companies can leverage these benefits to enhance security, streamline user experience, and expand their global footprint—all of which contribute to a more secure, efficient, and user-friendly authentication process. WhatsApp OTPs vs. Traditional SMS OTPs -------------------------------------- One-Time Passwords (OTPs) sent via WhatsApp offer several distinct advantages over traditional SMS-based OTPs. Firstly, WhatsApp account OTPs benefit from end-to-end encryption. This means that only the sender and receiver can view the message contents, safeguarding your data from potential intercepts during transmission. In contrast, SMS messages are transmitted in plain text and can be more easily intercepted by unauthorized parties. **Factors** **SMS OTP** **WhatsApp OTP** **Security** No encryption, vulnerable to SIM swapping and interception End-to-end encryption, minimizing risk of interception and fraud **Delivery Speed** Dependent on mobile network, can be delayed in poor coverage areas Instant delivery over Wi-Fi or data, less reliant on mobile coverage **Global Reach** Available to virtually all mobile devices, even without internet Requires an internet connection (Wi-Fi or mobile data) **User Experience** Simple, straightforward, limited to text Interactive, supports rich media (images, buttons, voice, etc.), more engaging **Cost-Effectiveness** Costs can be higher, especially for international messages Generally lower costs, especially for high-volume messaging **Message Length** Limited to 160 characters Supports up to 4096 characters, enabling more detailed messages **Spam Filtering** Can be filtered by carriers, leading to missed messages Less prone to filtering, more likely to reach users **Engagement Rate** Medium, SMS can be ignored or delayed High, users tend to check WhatsApp more frequently **Branding Opportunities** Limited, text-based messages only Verified business profiles with branding elements like logos **Two-Way Communication** One-way communication; no real-time interaction Supports real-time two-way interaction, improving user experience **Authentication Templates** Basic, no pre-built templates Customizable authentication templates (e.g., one-tap, zero-tap) ### Why WhatsApp OTP is more secure than SMS OTP? WhatsApp's enhanced security is its end-to-end encryption, ensuring that messages are protected from potential eavesdropping, phishing attempts, and man-in-the-middle attacks. For instance, when a bank sends an OTP to a client for transaction approval via WhatsApp, the encrypted message adds an extra layer of security compared to the traditional SMS. This reduces the risk of fraudulent activities, providing customers with peace of mind that their transactions are protected. Moreover, WhatsApp's structure allows for an additional layer of security settings, such as two-step verification and in-app locks, which aren't typically available with standard SMS services. Implementing WhatsApp OTP with business systems ----------------------------------------------- Setting up a WhatsApp Business account to deliver OTPs involves several key steps: 1. **Verify the business account**: Ensuring the business is authenticated by WhatsApp adds a layer of trust and security. 2. **Integrate APIs**: Businesses need to integrate the WhatsApp Business API, which allows for automated messaging, including OTPs. 3. **Configure message templates**: WhatsApp requires businesses to pre-define message templates for OTPs, which helps streamline the process and ensure compliance with WhatsApp’s policies. Another option is to configure your WhatsApp business account to work with a third-party service. This could be an authentication server or another messaging platform, depending on what suits your business model best. > With Fyno, a business can activate its Meta verified WhatsApp Business account in just less than 20 minutes.[Learn more](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq). #### Popular Use Cases for WhatsApp OTPs * User registration * Transaction confirmations * Password Reset * Two-factor Authentication (2FA) ### Best Practices for WhatsApp OTP Implementing WhatsApp OTP effectively requires adhering to several best practices to enhance security and user experience: * **Verify user numbers**: Ensure that OTPs are sent only to verified WhatsApp account numbers. This practice helps prevent unauthorized access and potential security breaches. * **Clear communication on OTP expiry**: Inform your users about the OTP’s validity period to manage expectations and reduce potential frustrations that might arise from expired codes. * **Robust monitoring and logging**: Keep track of OTP transmissions and access attempts. This not only helps in identifying and rectifying issues promptly but also enhances the security by detecting and mitigating potential threats. * **Leverage automation**: Automate the OTP generation and delivery processes to ensure immediate transmission and improve efficiency. However, ensure that this automation does not compromise the user experience and compliance. * **Enhance brand visibility**: Use WhatsApp OTP messages as an opportunity to reinforce your brand by incorporating your name and logo. ### Common mistakes to avoid Avoid common pitfalls that could undermine the effectiveness of your WhatsApp OTP strategy: * **Neglecting user privacy**: Always ensure that user data is handled with the highest standards of privacy and security, especially when transmitting sensitive information like OTPs. * **Inadequate testing**: Before rolling out the WhatsApp OTP feature, conduct thorough testing to ensure everything works as intended. This includes testing under different scenarios to identify potential failures or security loopholes. * **Ignoring user feedback**: Pay attention to what users say about their experience with your OTP system to make continuous improvements. * **Failing to update security measures**: As technology evolves, so do the tactics employed by cybercriminals. Regularly update your security protocols to safeguard against new threats. Or work with a [reliable customer notification system](https://www.fyno.io/blog/customer-notification-system) that can handle all the compliances on your behalf. Conclusion ---------- By choosing WhatsApp OTPs, businesses are not only enhancing security but also improving user experience with faster, encrypted deliveries. With end-to-end encryption and seamless API integration, Fyno ensures that your authentication processes are both secure and scalable, reducing vulnerabilities and risks, especially [SMS spoofing](https://www.fyno.io/blog/understanding-sms-spoofing-risks-prevention-and-legitimate-uses-clxochhmm001lagmdorzvxbis), [SMS phishing](https://www.fyno.io/blog/sms-phishing-understanding-preventing-and-combating-smishing-attacks-in-2024-clywntcfe006bnvorthsxndfl), and [SMS interception](https://www.fyno.io/blog/is-it-easy-to-intercept-sms-a-complete-guide-clzs7nipc00fb78t2fdebxdan). > Recommended Read: [SMS Security - Risks, Benefits, and Solutions for 2FA](https://www.fyno.io/blog/is-sms-secure-understanding-sms-security-risks-and-best-practices-clzsb8zdl00fl78t2hpeiwvv8) So, are you ready to elevate your business security and communication with a Meta tech partner like Fyno? Let Fyno help you unlock the full potential of WhatsApp for your enterprise today. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## A developers' guide to Firebase Cloud Messaging (FCM) Author: Tamilselvi Ramasamy Published: 2024-10-29 Category: Articles Tags: Notification Infrastructure, Push notifications URL: https://www.fyno.io/blog/null You’ve probably been there — waiting for an important authentication to confirm your sign-up on a different device, and it just doesn’t arrive on time. Frustrating, right? Now, imagine something similar happening to hundreds of your app’s users. This isn’t just an annoyance; it’s a serious communication breakdown. Many businesses that rely on Firebase Cloud Messaging (FCM) for notifications often experience low deliverability rates, sometimes as low as 50%. That’s a big problem, especially when you’re dealing with time-sensitive updates like banking alerts or shipment tracking. FCM allows users to reliably send messages for free, but deliverability can still be an issue. This is where Fyno steps in to fix things. By integrating FCM with other platform-specific services like Apple Push Notification Service (APNs) and Mi Push, Fyno ensures your notifications don’t just get sent; they get delivered. With deliverability rates jumping up to 85%, your messages reach your users exactly when they need them. In this blog, we’ll walk you through how Fyno enhances FCM’s capabilities, helping businesses like yours maintain reliable, real-time communication across all devices, so you can stop worrying about failed notifications and start focusing on what matters most: keeping your users engaged and informed. ![fcm guide for developers](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/b64-1730181252489-compressed.png) What is Firebase Cloud Messaging (FCM)? --------------------------------------- Firebase Cloud Messaging (FCM) is a free, cross-platform messaging service provided by Google. It allows developers to send notifications and data messages to Android, iOS, and web applications, engaging users in real-time. FCM supports a message payload of up to 4 KB, making it suitable for lightweight and instant notifications across devices. As a cloud messaging firebase solution, it ensures reliable message delivery at no cost. There are two types of messages: 1. **Notification messages**: These are automatically displayed by the FCM SDK and are best suited for delivering visual alerts without custom logic. 2. **Data messages**: These are more flexible and can be processed by your application. They are ideal for delivering background data or triggering custom workflows within your app. FCM is widely used for sending transactional alerts, promotions, and other real-time notifications, and it’s recognized for its cost-effectiveness in re-engaging users. Additionally, FCM supports instant messaging by allowing timely notifications and data payload transfers to enhance user engagement. Hence, developers can send messages to specific topics, allowing multiple devices subscribed to those topics to receive notifications without the need to manage individual device tokens. ### How Firebase Cloud Messaging works Firebase Cloud Messaging (FCM) is a robust cross-platform messaging solution that empowers developers to send targeted, personalized messages to users across Android, iOS, and web applications. By leveraging both server-side and client-side components, FCM ensures seamless message delivery to client apps. Here’s a high-level overview of how FCM works: * **Server-side**: Developers utilize the Firebase Admin SDK, the FCM server protocol, or other notification infrastructures like Fyno to send messages. These messages are processed by FCM servers, which handle tasks such as message routing, queuing, and delivery. This ensures that messages are efficiently managed and delivered to the intended recipients. * **Client-side**: Client apps, including Android and iOS applications, register with FCM to receive messages. When a message is sent, FCM delivers it to the client app, which then processes it accordingly. This could involve displaying a notification, updating the app’s state, or triggering specific actions within the app. FCM supports features like custom data, rich notifications, and fallback messages, enabling developers to create engaging and effective messaging experiences. Sending notification messages with Firebase cloud messaging ----------------------------------------------------------- Sending notification messages with Firebase Cloud Messaging (FCM) is a straightforward process that involves creating a message payload and sending it to the FCM servers. Here’s a step-by-step guide to help you get started: 1. **Create a message payload**: Begin by crafting a message payload that includes the notification message and any additional data or metadata required by the client app. This payload forms the core of your notification. 2. **Set the message target**: Specify the target audience for your message. This can include individual devices, device groups, or topics. By defining your target, you ensure that your message reaches the intended recipients. 3. **Send the message**: Use the Firebase Admin SDK or the FCM server protocol to send the message to the FCM servers. This step involves transmitting your crafted payload to FCM for processing and delivery. 4. **FCM delivers the message**: Once the message is processed, FCM delivers it to the client app. The app then handles the message according to its logic, which may involve displaying a notification, updating the app’s state, or performing other actions. FCM offers a range of features to enhance your notification messages, including support for custom data, rich notifications, and fallback messages. Additionally, FCM’s analytics and reporting tools allow you to track the performance of your notifications and optimize your messaging strategy. Receiving and handling messages in receiver apps ------------------------------------------------ Apps on the receiving end, such as those on Android and iOS, play a crucial role in the Firebase Cloud Messaging (FCM) ecosystem. When a message is sent to a client app, the app must handle it appropriately, whether by displaying a notification, updating its state, or performing another action. Here’s how to effectively receive and handle messages in their apps: 1. **Register with FCM**: The first step is for the [client app to register with FCM](https://docs.fyno.io/docs/push-fcm) to receive messages. This involves obtaining a registration token, which uniquely identifies the app instance. This token is essential for FCM to route messages to the correct app. 2. **Handle incoming messages**: Once registered, the client app must handle incoming messages. This can involve displaying a notification to the user, updating the app’s state, or triggering specific actions within the app. Proper message handling ensures that users receive timely and relevant information. 3. **Use FCM’s messaging APIs**: Client apps can leverage FCM’s messaging APIs to manage messages. These APIs provide the tools needed to display notifications, update app states, and perform other actions based on the received messages. FCM supports features like custom data, rich notifications, and fallback messages, allowing developers to create dynamic and engaging messaging experiences. Additionally, FCM’s analytics and reporting tools help track the performance of your messaging strategy, enabling continuous optimization. Troubleshooting and debugging ----------------------------- Troubleshooting and debugging are vital components of the Firebase Cloud Messaging (FCM) process. FCM offers a range of tools and features to help developers identify and resolve issues, ensuring a smooth messaging experience. Here are some tips for effective troubleshooting and debugging: * **Check the FCM console**: The FCM console provides a variety of tools for troubleshooting and debugging, including message logs and analytics. These resources offer valuable insights into message delivery and performance, helping you pinpoint issues. * **Use FCM’s debugging tools**: FCM includes several debugging tools, such as the FCM SDK’s debug mode and the FCM console’s debugging features. These tools allow you to test and diagnose problems in your messaging setup. * **Check the client app**: Client apps can provide crucial information about messaging issues, including error messages and logs. Reviewing these details can help you identify and address problems in your messaging strategy. * **Test and iterate**: Regular testing and iteration are essential for maintaining an effective messaging strategy. Continuously test your setup and make adjustments as needed to ensure optimal performance. By following these tips, you can effectively troubleshoot and debug your FCM messaging strategy, ensuring that your app provides the best possible user experience. Setting up FCM with Fyno ------------------------ **Step 1: Firebase project setup:** Begin by setting up a project on the Firebase Console. Create an app for each platform (Android, iOS, web) you want to support and generate API keys for FCM. **Step 2: Platform-specific configuration:** For Android, add the google-services.json file to your project and configure Firebase dependencies in your app’s build.gradle. For iOS, add the GoogleService-Info.plist to your Xcode project and enable push notification capabilities. **Step 3: Fyno integration:** With the platform setup complete, integrate FCM into Fyno using its SDK. Fyno supports React Native, Flutter, and native mobile platforms. By leveraging Fyno’s unified API, you can manage notifications across channels, including SMS, email, WhatsApp, and push notifications, from a single interface. Developers can send test messages through the notifications composer in the Firebase console to validate message handling before going live. Additionally, the same can be achieved on the UI if it is handled through a unified customer notification system like Fyno. Fyno push notification and improving deliverability rates --------------------------------------------------------- Did you know that the opt-in rate for push notifications is as high as 96%? However, many businesses still experience low deliverability rates, often between 30-50%, because they rely solely on Firebase Cloud Messaging (FCM) to send notification messages to all devices. ### **Why does this happen?** Most CPaaS providers stick to FCM for all devices, overlooking platform-optimized services like Apple Push Notification Service (APNs) or Mi Push. As a result, notifications get delayed or blocked, and there’s limited visibility into why they failed. This is where Fyno steps in with its innovative Fyno Push feature, boosting deliverability to up to 85% by combining FCM, APNs, and Mi Push into one plugin. Here’s how it works: * **Dynamic token management**: Fyno dynamically checks for native push services (APNs, Mi Push) before defaulting to FCM. This ensures that your notifications are delivered via the most reliable method for each device type. * **Advanced analytics**: Fyno provides comprehensive analytics across all channels, giving you visibility into message delivery, failures, and engagement. This data allows for real-time adjustments to your communication strategy. By leveraging Fyno Push, businesses can achieve significantly higher deliverability, ensuring that critical notifications like OTP alerts or transactional updates are sent reliably across all devices. ### Use cases **BFSI (Banking, Financial Services, and Insurance):** Banks rely heavily on real-time notifications for security and customer engagement. With Fyno integrated with FCM, banks can: * Send One-Time Passwords (OTPs) instantly to authenticate transactions. * Deliver fraud alerts to prevent unauthorized activity. * Ensure that transaction alerts reach customers in real time, increasing trust. **Logistics:** For logistics companies, timely updates are crucial. With Fyno + FCM, companies can: * Provide real-time shipment tracking notifications, giving customers peace of mind about their deliveries. * Send delivery confirmations immediately upon completion, enhancing operational transparency. Fyno’s advanced features for optimizing cross platform messaging ---------------------------------------------------------------- Fyno’s platform provides several advanced features for optimizing for optichannel communication: * **Omnichannel routing**: If a push notification fails to deliver via FCM, Fyno automatically reroutes the message through an alternative channel via [omnichannel routing](https://www.fyno.io/routing), such as SMS, email, or WhatsApp. * **Custom templates**: With Fyno’s no-code template builder, businesses can design FCM-friendly notification templates. These templates can include rich media, personalized content, and custom call-to-actions, enhancing engagement. * **Detailed analytics**: Fyno’s analytics tools offer insights into delivery rates, message failures, and engagement. These reports help businesses optimize their messaging strategies, ensuring the best delivery outcomes across platforms. Best practices for cross-platform messaging ------------------------------------------- Creating effective cross-platform messaging experiences is essential for modern app development, and Firebase Cloud Messaging (FCM) offers a suite of features to help developers achieve this. Here are some best practices for leveraging FCM across multiple platforms: * **Use a single API**: FCM provides a single API for sending messages across various platforms, simplifying the messaging process and reducing the risk of errors. This unified approach ensures consistency and efficiency in your messaging strategy. * **Use custom data**: Incorporate custom data in your messages to personalize the user experience and enhance engagement. Custom data allows you to tailor messages to individual users, making your notifications more relevant and impactful. * **Use rich notifications**: Take advantage of FCM’s support for rich notifications, which can include images, videos, and other multimedia content. Rich notifications capture users’ attention and provide a more engaging experience. * **Use fallback**: Implement fallback messages and channels via an omnichannel communication platform to ensure that your notifications are delivered even if the client app is not running. Fallback messages and channels provide a safety net, ensuring that critical information reaches users regardless of app state. * **Test and optimize**: Regularly test and optimize your messaging strategy using FCM’s analytics and reporting tools. These tools provide insights into delivery rates, message failures, and user engagement, helping you refine your approach for better results. By following these best practices, you can create effective cross-platform messaging experiences that engage and retain your users. ### Security and compliance Fyno takes data protection seriously, making it an excellent solution for industries handling sensitive customer information, such as BFSI. Fyno uses PII masking, hashing, and encryption to safeguard sensitive information, ensuring compliance with data protection regulations like GDPR, ISO, and SOC2. FCM also supports secure messaging by encrypting data in transit. With Fyno’s integration, businesses can further ensure that notifications are both delivered and protected across all channels. Conclusion ---------- Firebase Cloud Messaging (FCM) is a powerful tool for sending real-time messages at scale, but its effectiveness can be limited if not integrated with platform-optimized services. By leveraging Fyno, businesses can significantly boost their notification deliverability, optimize message workflows, and engage customers more effectively across platforms. With dynamic token management, multi-channel routing, and advanced analytics, Fyno ensures that your messages are delivered through the best possible channels, whether that’s FCM, APNs, or Mi Push. This enhanced messaging strategy will not only improve user engagement but also ensure reliable communication across the board. By following these best practices and integrating Fyno with FCM, businesses can create a robust, scalable notification system that ensures 100% message deliverability across Android, iOS, and the web. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to build a scalable notification service? A developer's guide Author: Tamilselvi Ramasamy Published: 2024-10-29 Category: Articles Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/null ​Notifications are the backbone of modern communication. A scalable notification system ensures you can handle high volumes across channels like email, SMS, push notifications, and more. Understanding the critical components and design principles of a robust notification service architecture is essential for managing such a system effectively. Ever tried sending a massive batch of notifications and hit a snag? That’s the challenge of scalability. When your app grows, so does the need for reliable and efficient notification delivery. Imagine dealing with 10 million push notifications daily. Without a robust system, chaos is sure to follow. * **High volume handling**: Managing millions of notifications daily is no joke. Your system needs to be prepared for this kind of load. * **Reliability and deliverability**: What good is a notification if it doesn’t reach the user? Ensuring 100% deliverability is crucial. * **Efficiency**: Speed matters. Delays can frustrate users and impact engagement. Reliability and efficiency go hand in hand. Your system must be ready to scale without compromising on these fronts. Think about the different channels, each has its quirks. Emails might get flagged as spam, SMS can be costly, and push notifications need to cut through the noise. Scalability isn’t just about managing volume; it’s about doing so seamlessly. That’s where smart routing, automation, and detailed analytics come into play. They help optimize the process, ensuring every notification hits the mark efficiently. Setting the stage with a scalable system means fewer headaches and more time to focus on what really matters — building a great product. ![scalable notification service guide for developers](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/scalablenotificationinfrastructure-1730177669125-compressed.png) What is a notification service or notification infrastructure? -------------------------------------------------------------- A notification infrastructure or notification service is a **backend system designed to manage and deliver notifications across multiple communication channels** such as email, SMS, push notifications, and in-app messages. It enables businesses to send real-time, automated messages to users or customers at scale. A robust notification infrastructure ensures that these notifications are sent reliably, securely, and efficiently, handling high volumes while maintaining deliverability and performance. The Fyno notification infrastructure, for example, is capable of managing over a billion notification triggers monthly, highlighting its robust architecture and features that streamline the notification process while ensuring reliability and user engagement. Core entities of a notification system -------------------------------------- Notifications don’t just appear out of nowhere. There’s a system behind them. **The client**: This is where it starts — with YOU. **Notification server**: The request reaches the notification server. This server processes it and decides what to do next. It’s the brain, organizing everything before moving forward. **Notification executor**: The executor takes over. It sends the notification to the user. Whether it’s an email, SMS, or push notification, the executor makes sure it reaches its destination by transmitting an encrypted payload to services like Firebase Cloud Messaging. **Notification query service**: This service handles user requests for notification details and manages their preferences, ensuring users only get the notifications they want. The client starts it, the server processes it, the executor delivers it, and the query service manages user interactions. Together, they handle notifications smoothly. For a more in-depth understanding of the complexities and phases involved in setting up and maintaining a notification layer, you can explore insights industry professionals share in our article on [what it actually takes to send notifications](https://www.fyno.io/blog/what-it-actually-takes-to-send-notifications). Key components of a scalable notification system ------------------------------------------------ Designing a scalable notification system involves several key components. Each one plays a crucial role in ensuring efficient and reliable delivery. Here’s a breakdown: * **Configuration of notification types**: It is essential to handle different notification types and allow users to customize their notification preferences, such as mobile push, SMS, email, WhatsApp, web push, etc. Each type has unique requirements and must be configured properly to ensure it works seamlessly. > For a comprehensive guide on building an efficient customer notification system, you can explore our [detailed article on customer notification systems](https://www.fyno.io/blog/customer-notification-system). * **Contact information gathering flow**: Collecting and storing user contact information securely is critical. Databases like DynamoDB are great for this because they offer reliable and scalable storage solutions. Make sure contact info is encrypted and accessible when needed. * **Notification sending and receiving flow**: This is where the magic happens. Notifications need to be sent out and received without hiccups. Using AWS services like EventBridge and SQS can help manage and buffer high volumes of notifications. EventBridge handles event routing, while SQS buffers the notifications to ensure smooth processing. > If you’re considering various infrastructure options, our [article on scalable notification infrastructure in 2024](https://www.fyno.io/blog/scalable-notification-infrastructure) provides insights into emerging trends and tools. These components must work together seamlessly. Configuration ensures each notification type is handled correctly. Secure contact information storage guarantees you’ve got the right data. Efficient sending and receiving flows make sure notifications reach their destination without delay. Implementing rate limiting is also crucial. It helps manage the flow of notifications, preventing system overload and ensuring fair usage. Rate limiting controls the number of notifications sent over a period, protecting your infrastructure from spikes and maintaining service quality. By focusing on these components, you can build a scalable notification system that handles high volumes with ease. ### Requirements and goals of the system Building a scalable notification system isn't just about handling volume. You need to think about user management, security, multilingual support, and compliance with data security standards. * First, user management is crucial. Your system should detect events, send notifications, and handle user preferences. Without this, you'll struggle to manage who gets what message and when. Imagine the chaos of sending irrelevant notifications to your users. * Security is another biggie. Notifications often contain sensitive information. Ensuring that data is encrypted and securely transmitted is non-negotiable. This protects your users and keeps you compliant with data security standards. * Multilingual support matters too. Users come from all over the world. Your system should support multiple languages to provide a better user experience. This means translating notifications and ensuring they make sense in different cultural contexts. Handling various notification types is a must. Push notifications, emails, and SMS each have their own quirks. Your system should be versatile and robust enough to manage all these channels seamlessly. For insights on how to choose the right notification system that integrates various communication channels, you can explore considerations for selecting a [notification infrastructure](https://www.fyno.io/blog/customer-notification-system). Long story short, a scalable notification system requires careful planning and attention to detail. User management, security, multilingual support, and robust search functionality are just the starting points. Each component contributes to creating a seamless and efficient notification experience. High-level notification system architecture ------------------------------------------- Designing a scalable notification system involves several crucial strategies. At the core, the system must handle various notification types and channels efficiently. You’ve got push notifications, emails, SMS — all with different requirements. * First up, user preferences. Your system should manage these seamlessly. Imagine users wanting specific notifications at certain times. Your architecture has to respect these settings without skipping a beat. * Handling high volumes is a must. You need strategies to ensure uptime and maintain performance. Think of it as having a traffic controller for notifications. Smart routing and automation workflows come into play here, directing notifications efficiently to avoid bottlenecks. * Rate limiting is your friend. It controls the flow of notifications, preventing overloads and ensuring fair usage. By setting caps on the number of notifications sent over a period, you protect your infrastructure and maintain service quality. * Architectural strategies also include fallback mechanisms. If one provider fails, your system should switch to another without missing a beat. This ensures that notifications always reach their destination, maintaining reliability. * Incorporating detailed logging is overlooked but is super important. By consolidating logs from all channels, troubleshooting becomes a breeze. You can quickly identify and fix issues, keeping the system running smoothly. Additionally, exploring the [top notification software tools for effective customer communication](https://www.fyno.io/blog/notification-infrastructure-solutions) can provide a broader perspective on the various solutions available in the market today. You’ve got user preferences, robust search, high-volume handling, rate limiting, fallback mechanisms, and detailed logging. These elements create a scalable notification system that’s efficient, reliable, and ready for anything. ### 1\. System APIs System APIs play a crucial role in managing notifications effectively. To ensure smooth operation, APIs should support sending notifications, querying details, and managing user preferences. Scalability is key. Your APIs need to handle multiple channels like push notifications, emails, and SMS without breaking a sweat. This means they should be designed to handle high loads efficiently. * **Sending notifications**: The API must support sending notifications across various channels. Whether it's a push notification or an SMS, the process should be seamless. This involves proper configuration and ensuring the API can handle different payloads. * **Querying notification details**: Users might want to check specific details about their notifications. The API should provide endpoints for querying this information. These queries need to be fast and reliable, offering up-to-date details with minimal delay. * **Managing user preferences**: Users have different preferences for notifications. Some prefer emails, others might want SMS or push notifications. The API should allow users to set these preferences easily and ensure these settings are respected. For more insights on selecting the right notification system for your business needs, read our [guide on critical considerations for choosing a notification system](https://www.fyno.io/blog/how-can-you-choose-a-notification-system-for-your-business). * **Security:** This is non-negotiable. The APIs should include authentication mechanisms to prevent unauthorized access. Secure your endpoints using industry-standard methods like OAuth. * **Rate limiting:** It helps manage the flow of requests, preventing system overload and ensuring fair usage. By setting thresholds on the number of requests per minute, you protect your infrastructure and maintain performance. * **Error handling**: Things can go wrong — network issues, invalid input, etc. Your APIs should have robust error handling in place. Clear error messages and status codes can help developers quickly identify and resolve issues. By focusing on these elements, you ensure your API is not only scalable but also secure and efficient. This sets the foundation for a robust notification system, capable of handling high volumes and diverse user needs. See what a robust notification system can do [Try Fyno for Free](https://app.fyno.io/login)[Talk to an expert](https://www.fyno.io/schedule-demo) ​ ### 2\. Notification processing Processing notifications efficiently is crucial for a scalable system. Start by understanding user preferences. Your system should cater to these preferences without any hitches. Use a message queue to manage notification requests. This ensures timely delivery and avoids bottlenecks. Think of it as a conveyor belt moving notifications smoothly through the system. Handling multiple notification types and channels is a must. Push notifications, SMS, emails, etc — each has its own set of requirements. Your system should be versatile enough to manage all these efficiently. For instance, fintech startups often face significant challenges with notification failures, and implementing robust protocols can be essential. Learn more about how fintech companies can avert notification failures and ensure 100% deliverability by reading our [guide to avoiding notification failures in fintech startups](https://www.fyno.io/blog/how-to-avert-notification-failures-a-guide-to-fintech-startups). Implement [workflows](https://www.fyno.io/workflows) for the entire notification process. This includes creation, approval, and dispatch. Sequential approvals ensure that each step is completed before moving to the next. Parallel approvals allow multiple steps to be completed simultaneously, speeding up the process. Notification creation involves drafting and configuring the message. Based on the type of notification and its importance, approvals within the team can be set up. Dispatching notifications is the final step. Ensure that each notification is sent out as per user preferences and channel requirements. Use smart routing to direct notifications through the most efficient paths. ### 3\. Rate limiting Rate limiting is vital for keeping your notification system balanced and efficient. It controls the flow of notifications to prevent overwhelming users and overloading your system. Rate limiting works by setting caps on the number of notifications sent over a specific period. Think of it as a traffic controller for your notifications. Without rate limiting, you risk spamming users with too many messages, leading to frustration and disengagement. Plus, your infrastructure can get overwhelmed, causing delays or failures in notification delivery. * **Define rules and thresholds**: Set clear rules for how many notifications can be sent per minute or hour. For example, limit to 100 emails per minute to avoid server overload. * **Flow control**: A tool like Amazon's Simple Queue Service (SQS) is great for buffering high volumes of notifications. It queues notifications and processes them at a manageable rate. * **Implement retry mechanisms**: Not all notifications will get through on the first try. Set up retry mechanisms to resend failed notifications. Use exponential backoff to space out retries, reducing the load on your system. * **Dead-letter queues**: Sometimes, despite retries, notifications fail. Dead-letter queues store these failed messages for further analysis and troubleshooting. This ensures you can diagnose and fix issues without losing data. Your notification system should scale horizontally. This means adding more servers to handle increased load instead of relying on a single machine. **How do you p**​**ractically set it up?** Start by defining your rate-limiting rules. Use SQS or something equivalent to queue notifications to control the flow. For example, if you’re sending push notifications, SQS can manage the burst of requests, ensuring they’re processed smoothly. > For a deeper understanding of essential terms and concepts related to notification systems, you can refer to our [comprehensive notification glossary](https://www.fyno.io/blog/notification-glossary-what-you-should-know). Set up retry mechanisms with exponential backoff. This means if a notification fails, the system waits progressively longer before retrying. This reduces strain on your infrastructure and increases the chance of successful delivery. To understand more about ensuring reliable delivery, you might find our insights on [why building an internal communications system is challenging](https://www.fyno.io/blog/why-is-it-difficult-to-build-an-internal-comms-engine) useful. Implement dead-letter queues to capture failed notifications. These queues help you identify patterns in failures and refine your system for better performance. ### 4\. Logging and monitoring Logging and monitoring are key for a scalable notification system. They give you visibility to keep things running smoothly. Log every notification you send, whether it's an email, SMS, or push. Include details like when it was sent, if it was delivered, and any errors. This helps you fix problems fast. Use real-time monitoring tools to watch your system's performance. They track things like how many notifications are delivered, how many bounce, and how long they take. This helps you spot bottlenecks and keep your system running at its best. With all this data, you can make reports and learn useful things. Understanding trends in how notifications are delivered and how users interact with them helps you improve. For example, you might find that push notifications sent in the evening get more engagement. To gain a deeper understanding of how to analyze these trends effectively, explore Fyno's robust [analytics platform](https://www.fyno.io/analytics) which provides real-time insights and detailed logging across various channels. ### 5\. Security considerations Security is crucial in a scalable notification system. Protecting user data and preferences should be a top priority. Encryption is your first line of defense. Encrypt data both in transit and at rest. This ensures that sensitive information remains safe from unauthorized access. Use industry-standard encryption protocols like TLS for data in transit and AES for data at rest. Authentication mechanisms are essential. Implement strong authentication methods to verify user identities and prevent unauthorized access. OAuth 2.0 is a good standard to follow. It provides secure token-based authentication, ensuring only authorized users can access or modify notification settings. Your system should handle multiple notification types and channels securely. Each channel, email, SMS, push notifications has its own security requirements. For instance, emails should always be sent through secure SMTP servers, and SMS should use trusted gateways. Regular security audits are a must. Conduct audits to identify vulnerabilities and ensure compliance with data protection regulations. This helps maintain user trust and keeps your system resilient against threats. Types of communication channels ------------------------------- You don't want to miss out on channels where your customers are present. Do you? When designing a scalable notification system, understanding the types of communication channels is crucial. Different channels cater to different user preferences and use cases. Let's break it down: * **RCS**: Rich Communication Services (RCS) offer enhanced messaging capabilities over traditional SMS. Think multimedia sharing, read receipts, and more interactive messages. Great for engaging users with rich content. * **SMS**: Short Message Service (SMS) is reliable and widely used. It's perfect for urgent notifications like OTPs and alerts. However, it can be costly, so use it wisely. * **Email**: Emails are versatile and ideal for detailed information, newsletters, and promotional content. Ensure your emails are well-designed and avoid the spam folder by adhering to best practices. * **Push**: Push notifications are instant and ideal for time-sensitive updates. They pop up on users' devices, grabbing immediate attention. Perfect for app engagement and real-time alerts. * **In-app**: In-app notifications keep users engaged within the app. They’re excellent for tips, updates, and personalized messages. Seamlessly integrated, they enhance the user experience. * **WhatsApp**: WhatsApp messages are highly engaging due to their personal nature. Ideal for customer support, order updates, and promotional messages. Ensure compliance with WhatsApp's policies. * **Web push**: Web push notifications reach users on their browsers, even when they’re not on your site. Great for re-engagement and updates. Make sure they're timely and relevant. * **Voice**: Voice notifications are personal and direct. Perfect for reminders, alerts, and confirmations. They ensure the message is heard, quite literally. * **Chat - Discord, Slack, Teams**: These channels are excellent for team collaboration and real-time communication. Use them for internal notifications, updates, and alerts. Tailor your messages to fit the platform's style and etiquette. Understanding these channels helps in designing a system that meets diverse user needs. Each channel has its strengths, and leveraging them effectively ensures your notifications are timely, relevant, and engaging. For a deeper dive into how modern communication channels compare to traditional methods, consider reading our article on [the evolution of business communication methods](https://www.fyno.io/blog/old-vs-new-the-communication-engines-weve-seen-and-known). Best practices to design a scalable notification service -------------------------------------------------------- Designing a scalable notification system isn’t just about the present; you’ve got to think ahead. Follow best practices and industry standards to ensure your system can handle future growth and integrate seamlessly with other applications. ### 1\. Implementing best practices First, stick to proven best practices. Use secure and reliable channels for sending notifications. Encrypt data both in transit and at rest. This keeps user information safe and maintains trust. Make your system modular. Break it down into smaller, manageable components. This makes it easier to update and scale without affecting the whole system. Modular design also simplifies debugging and maintenance. ### 2\. Preparing for future growth Plan for growth from the start. Design your infrastructure to scale horizontally. Add more servers to handle increased load instead of relying on a single machine. Use cloud services like AWS, Google Cloud, or Azure for flexibility and cost-effectiveness. Leverage serverless architectures like AWS Lambda. They automatically scale based on demand, so you only pay for what you use. This approach is both efficient and cost-effective. ### 3\. Integration with other systems Your notification system should easily integrate with other applications. Use APIs for smooth data exchange. Fyno's unified communication API makes this a breeze, allowing you to connect all your communication channels through one interface, using one single API. Consider using webhooks to trigger notifications based on specific events in other systems. This ensures real-time updates and improves user experience. [Automation workflows](https://www.fyno.io/workflows) can further streamline processes and reduce manual effort. ### 4\. Continuous improvement Your notification infrastructure isn't a one-time project to build and forget later. Stay adaptable. Regularly update your system to incorporate new technologies and best practices. Monitor performance and gather feedback to identify areas for improvement. Detailed logging and real-time analytics can provide valuable insights for optimization. ### 5\. Database schema A well-designed database schema is essential for a scalable notification system. The schema should be optimized for high performance and scalability, ensuring the system can handle many notifications and user preferences. The database schema should include tables for storing user preferences, notification requests, and notification delivery status. The schema should also support indexing and caching to improve query performance and reduce latency. To ensure data consistency and integrity, the system should implement transactions and locking mechanisms. This ensures that data is accurately updated and retrieved, even in the presence of concurrent requests. What can Fyno offer? -------------------- With Fyno’s notification infrastructure, you get a reliable and efficient solution. Our platform handles everything from email and SMS to push notifications and WhatsApp. You can streamline your communication processes without compromising on performance or reliability. Fyno’s real-time analytics and insights give you the data you need to make informed decisions. You can monitor how notifications perform, tweak your strategies, and ensure your messages are engaging and effective. Our no-code workflow builder empowers non-technical users to create and manage notification flows easily. This means your team can focus on core product development rather than dealing with complex notification setups. The unified communication API simplifies integration, saving valuable engineering time. With one API for all channels, you eliminate the need to juggle multiple platforms. Fyno also ensures 100% deliverability, so you can rest easy knowing your notifications will reach their intended recipients. Add in advanced automations and detailed logging, and you get a robust system that enhances operational efficiency. Conclusion ---------- Building a scalable notification service requires thoughtful planning. You must consider different notification types, channels, and user preferences. Each element contributes to creating a seamless user experience. By following the guidelines in this article and leveraging Fyno’s features, you can either choose to build a scalable notification service that meets your organization’s needs or consider offloading it from your product roadmap. This allows you to focus on what truly matters — delivering a great product. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How does WhatsApp template pacing work? A detailed guide Author: Tamilselvi Ramasamy Published: 2024-10-29 Category: Articles Tags: WhatsApp, Template Management URL: https://www.fyno.io/blog/null If your business uses WhatsApp for customer communication, you know timing is everything. Sending too many messages too quickly can frustrate customers — or worse, violate WhatsApp’s messaging policies. That’s where _[WhatsApp template](https://docs.fyno.io/docs/template-creation-whatsapp)_ _pacing_ comes in. WhatsApp template pacing is essentially the system that controls the speed and frequency at which your business can send template messages. It helps manage your message flow, ensure compliance with WhatsApp’s messaging limits, and optimize customer engagement. WhatsApp introduced template pacing globally on October 12, 2023, with an earlier release in Brazil, Colombia, and Singapore on September 12, 2023. This feature allows businesses to better manage message delivery and feedback, making it a valuable tool for optimizing marketing campaigns. But how exactly does this pacing work, and what can you do to stay within WhatsApp's guidelines while delivering messages efficiently? In this blog, we’ll explain the nuts and bolts of WhatsApp template pacing, why it matters for your business, and how you can leverage it to improve your [customer communication strategy](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement). Understanding template pacing can help you avoid delays, reduce message rejections, and keep your communication running smoothly. ![Whatsapp template pacing](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/templatepacing-1730176777439-compressed.png) What are Whatsapp message templates? ------------------------------------ WhatsApp message templates are pre-approved, structured messages that businesses can use to communicate with customers via the WhatsApp Business API. These templates are designed to facilitate efficient, personalized, and engaging communication while ensuring compliance with WhatsApp’s stringent guidelines and policies. By using these templates, businesses can send consistent and professional messages that enhance customer experience and [streamline communication](https://www.fyno.io/blog/fyno-streamlining-communication-for-modern-businesses-clutccwmw005c26ao22rh9wfg) processes. Importance of using WhatsApp message templates ---------------------------------------------- Using WhatsApp message templates is crucial for businesses because it allows them to send messages to customers who have opted-in to receive communications. These templates are the only type of message that can be sent to opted-in customers, ensuring that all communications are compliant with WhatsApp’s message template guidelines. Each template must be approved by Meta’s team in advance, ensuring that the content adheres to WhatsApp’s standards and does not violate any policies. This pre-approval process helps maintain the integrity and quality of business communications on the platform. Benefits of WhatsApp message templates for businesses ----------------------------------------------------- WhatsApp message templates offer several significant benefits for businesses, including: * **Efficient and personalized customer communication**: Templates allow businesses to send tailored messages quickly, enhancing customer engagement and satisfaction. * **Maintenance of brand consistency**: Using pre-approved templates ensures that all communications are consistent with the brand’s voice and style. * **Time-saving**: Templates streamline the messaging process, saving time and resources that can be allocated to other business activities. * **Compliance with WhatsApp’s guidelines and policies**: Pre-approved templates ensure that all messages comply with WhatsApp’s rules, reducing the risk of violations and penalties. Creating and managing WhatsApp message templates ------------------------------------------------ Before diving into creating and managing message templates, businesses must meet certain requirements and adhere to WhatsApp guidelines. This includes: * **Having a WhatsApp business account**: A [Meta-verified WhatsApp business account](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) is essential for creating and managing message templates. * **Having a parent business (if applicable)**: If the business is part of a larger organization, the parent business must also be verified. * **Ensuring compliance with WhatsApp’s message template guidelines**: To be approved, templates must adhere to WhatsApp’s content and formatting rules. * **Correct categorization of templates**: Templates should be categorized correctly (e.g., AUTHENTICATION, MARKETING, UTILITY) to ensure they are used appropriately. * **Review and approval by Meta’s team**: Meta’s team must review and approve all templates to ensure they meet the required standards. By following these guidelines and requirements, businesses can create and manage effective message templates that facilitate seamless communication with their customers and help achieve their marketing goals. What is Whatsapp template pacing? --------------------------------- WhatsApp template pacing is a mechanism introduced by Meta to strategically manage the delivery of marketing templates. It ensures that messages reach users in a way that maximizes engagement and effectiveness. By analyzing early user feedback, WhatsApp can adjust the pacing of message delivery, optimizing for quality and response rates. ### How does template pacing enhance marketing strategies? So, how exactly does template pacing work? It begins with a test phase where messages are sent to a small segment of the intended audience. Think of it as a trial run that helps pinpoint what works and what doesn’t. * **Initial testing**: The process begins by sending the initial batch of WhatsApp templates to a small, targeted segment of your audience. Are they engaging with the message? Do they find it useful? * **Feedback assessment**: Following the initial send-out, marketers assess user engagement and feedback. This includes analyzing open rates, response rates, and any customer feedback. WhatsApp also evaluates the template’s quality in real-time to decide whether to proceed with the remaining messages. * **Strategic adjustment**: If feedback from the initial test group is positive, WhatsApp will deliver the rest of the messages. However, if negative feedback is received, the remaining queued messages will be dropped, and the business will be notified via WhatsApp Manager notifications, email, or webhooks. The template status, determined by category validation and template review, plays a crucial role in deciding whether to proceed with the remaining messages. * **Broader rollout**: Once optimized, the refined templates are gradually rolled out to a larger audience. This paced approach helps maintain a balance between reach and engagement, ensuring that the marketing messages resonate well with the audience. ### **Benefits of early quality feedback** Ever wondered why receiving feedback early in your marketing campaign can make such a big difference? The advantages of template pacing aren’t just about making sure your message is heard; it’s about ensuring it resonates. When businesses implement WhatsApp template pacing, they tap into real-time insights that can pivot their strategy towards more effective communication. This not only streamlines the process but enhances overall customer satisfaction. Let’s delve into how early quality feedback can transform your marketing efforts * **Enhanced customer engagement**: Early feedback lets marketers understand what resonates with their audience. This insight is crucial for tailoring messages that capture interest and encourage interaction. Incorporating variable parameters in your templates can further personalize messages, making them more engaging and relevant to the recipient. * **Avoidance of customer disengagement**: By catching any negative feedback early, businesses can prevent the broader disengagement that might result from less effective templates. This proactive adjustment prevents potential damage to customer relationships. * **Compliance and standard adherence**: Early feedback ensures the message templates comply with communication standards and regulations. This is especially important in industries like BFSI and logistics, where communication must often meet specific legal requirements. That’s where WhatsApp’s pacing helps businesses avoid compliance issues before they escalate. ### Managing low-quality template feedback At times, templates might not perform as expected, receiving low engagement or negative feedback. Here’s how to handle such scenarios: * **Identify underperforming templates**: Use analytics to pinpoint which templates are not performing well. Was it due to the content, timing, or compliance issues with WhatsApp policies? * **Revise content**: Sometimes, a simple tweak in the wording or the call to action can improve the performance of a template. For logistics, adjusting the language to be more direct about package tracking might help, whereas BFSI might need to ensure that financial updates are clear and concise. When revising content, consider the guidelines on how to create templates that are more likely to be approved and effective in engaging your audience. * **Pause and reflect**: If a particular template consistently performs poorly, consider pausing it and analyzing why it’s not resonating. Engage with a subset of customers to gain direct insights into what they might prefer instead. * **Reintroduce gradually**: Once improvements are made, reintroduce the template to a small group before a full rollout. Businesses can reinstate the template after making necessary adjustments via the WhatsApp Manager UI or API. Monitor the responses and adjust as necessary. Template pacing vs Template pausing ----------------------------------- Template pacing and template pausing are both quality control mechanisms WhatsApp uses to manage the delivery of message templates. * **Template Pacing**: Works by sending messages to a subset of recipients first to gauge template quality. If feedback is positive, the rest of the messages are delivered. If negative, the queued messages are dropped. Template pacing helps ensure that each WhatsApp template message is delivered at the optimal time to maximize engagement and minimize negative feedback. * **Template Pausing**: Acts as a reactive mechanism. If messages continue to receive negative feedback even after passing the pacing stage, WhatsApp may pause the template entirely, ensuring that further poor-quality communication is stopped. The key benefit of template pacing is its early-stage quality control—businesses receive feedback within the first 30 minutes of a campaign, allowing for quicker adjustments compared to template pausing, which can occur later. Additionally, phone number rate limiting will still be enforced for businesses with consistently poor-quality messages. However, template pacing helps reduce the likelihood of number downgrades by offering businesses quicker feedback loops. **Best practices for creating effective templates** --------------------------------------------------- Here are some best practices to craft templates that meet Meta’s approval and effectively engage customers, reducing the risk of negative feedback. * **Start with clear objectives**: Define what you want to achieve with each template—be it customer support, sales, or information dissemination. This clarity will guide the content and structure of your templates. * **Follow WhatsApp’s guidelines**: Ensure your templates meet WhatsApp’s content and formatting rules. Templates should be concise (under 1024 characters), use approved languages, and follow naming conventions (using lowercase, numbers, and underscores only). Ensure your WhatsApp business message template adheres to the content and formatting rules to avoid rejections during the approval process. * **Use personalization smartly**: Incorporate placeholders and variables to personalize messages without breaching privacy norms. For instance, using simple placeholders like {{name}} or {{order\_number}} can make your messages feel more tailored and engaging. * **Incorporate media wisely**: While text-based templates are common, adding media (images, videos) can enhance the message’s impact. Use media-based templates to break the monotony of text and engage users visually. Make sure the media adheres to size restrictions and is relevant to the message. * **Opt for clear call-to-actions**: Every template should have a clear purpose and a call-to-action (CTA). Whether it’s prompting a response, directing to a website, or encouraging a purchase, your CTA should be clear and actionable. * **Maintain quality and relevance**: Regularly review and update your templates to maintain relevance and quality. Monitor the performance of each template in terms of engagement rates and customer feedback and tweak as necessary. * **Prepare for scale**: As your business grows, your template strategy should scale too. This means preparing templates for different scenarios and customer segments to ensure all communications are covered without delay. Conclusion ---------- WhatsApp template pacing gives businesses a powerful tool to [optimize their communication](https://www.fyno.io/cost-optimisation) strategies while ensuring compliance with quality standards. By sending messages phased, gathering early feedback, and making strategic adjustments, businesses can improve customer engagement, prevent communication bottlenecks, and enhance overall campaign performance. FAQs ---- ### **1\. What is WhatsApp template pacing?** WhatsApp template pacing controls the speed and frequency at which businesses can send template messages to ensure smooth delivery and compliance with WhatsApp’s messaging limits. ### **2\. Why did WhatsApp introduce template pacing?** WhatsApp introduced template pacing to help businesses manage message flow, gather feedback, and optimize customer engagement while complying with messaging policies. ### **3\. How does template pacing improve customer communication?** Template pacing ensures messages are sent gradually, allowing businesses to gather feedback early and adjust to avoid delays or rejections. ### **4\. What happens if a template receives negative feedback during pacing?** If a template receives negative feedback, WhatsApp will halt the remaining messages and notify the business to make necessary adjustments before sending more. ### **5\. How does WhatsApp template pacing help with compliance?** By pacing messages, WhatsApp ensures that businesses comply with messaging limits, reducing the risk of policy violations and improving communication effectiveness. ### **6\. What is the difference between WhatsApp template pacing and template pausing?** Template pacing sends messages gradually to a small audience first to gather feedback, adjusting delivery if needed. Template pausing occurs when messages continue to receive negative feedback, stopping further deliveries entirely. Pacing helps prevent issues early, while pausing is a reactive measure after problems arise. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## RCS security: How RCS chats keep your conversations secure? Author: Tamilselvi Ramasamy Published: 2024-10-29 Category: Articles Tags: RCS, Encryption URL: https://www.fyno.io/blog/rcs-security-how-rcs-chats-keep-your-conversations-secure-cm2tyblnp00d6wixo076461x2 What is RCS? Rich Communication Services (RCS) revolutionises messaging for Android users, introducing capabilities far beyond traditional SMS and MMS. Unlike the basic text services provided by SMS and MMS, **RCS allows for the transmission of high-quality media, such as videos and images, and supports interactive elements more akin to modern messaging apps.** ![RCS security](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/howrcschatskeepyourconversationssecure-1730176639079-compressed.png) How does it differ from SMS and MMS? Compared to traditional SMS messages and text messages, RCS offers advanced features such as multimedia sharing, read receipts, and end-to-end encryption. * **Multimedia Capabilities**: RCS transcends the capabilities of SMS and MMS by allowing the sharing of high-resolution photos, videos, and GIFs directly in the chat interface. While MMS supports multimedia to a limited extent, RCS provides a more robust and richer media experience. * **Chat Features**: RCS includes features commonly found in modern messaging apps like WhatsApp or Telegram, such as group chats, video calls, location sharing, and file transfers, which are not available through SMS or MMS. * **Read Receipts and Typing Indicators**: Unlike SMS and MMS, RCS supports read receipts and typing indicators, enhancing the interaction by letting users know when their message has been read and when someone is typing a response. * **Improved Security**: RCS can offer end-to-end encryption, providing greater security for communications. SMS and MMS do not typically include end-to-end encryption, making RCS safer for transmitting sensitive information. * **Rich Interactions**: RCS allows for richer interactions with features like suggested replies and actions, enabling users to interact with messages in more dynamic ways. This includes making reservations, scheduling appointments, and responding to invitations directly within the messaging app. * **Integration with Business Applications**: RCS supports advanced business messaging, where businesses can send more interactive and attractive communications, such as promotional messages and customer support interactions. This is a significant upgrade over the often static nature of SMS promotions. As the RCS market continues to grow, fueled by the adoption of 5G and the increasing demand for more immersive communication tools, it is a pivotal development in mobile technology. This shift not only enhances how individuals interact but also opens new avenues for businesses to engage customers through rich media and interactive messaging campaigns. Is RCS chat only for Android phones? ------------------------------------ Rich Communication Services (RCS) is emerging as a powerful tool for modern messaging, promising features beyond traditional SMS. While RCS has been predominantly associated with Android devices, recent developments indicate a shift towards broader adoption. Will Apple/iOS ever adopt RCS? ------------------------------ Initially, Apple did not support RCS, sticking with its proprietary iMessage system, renowned for its end-to-end encryption and rich features. However, this stance is changing. Apple has announced plans to incorporate RCS in iOS 18, slated for release in the fall of 2024. This integration enhances interoperability between iOS and Android devices, ensuring a more unified messaging experience across platforms. ### What this means for users? For users, this means that in the near future, iPhone users might be able to enjoy RCS features such as higher resolution media sharing, rich messaging features like read receipts and typing indicators, and improved group chat functionalities currently available on Android. This move will also allow messaging over Wi-Fi and ensure a seamless fallback to SMS/MMS when RCS is unavailable. ### Potential limitations It's important to note that Apple's RCS implementation will not initially include some of iMessage's advanced features like message unsending or sticker use. Furthermore, Apple intends to focus on security, aiming to make end-to-end encryption a core part of RCS, enhancing privacy and security for all users.​ RCS security and encryption --------------------------- Unlike traditional SMS, RCS introduces advanced features like end-to-end encryption, providing users with enhanced security. This encryption ensures that only you and the person you’re communicating with can read what is sent. Additionally, data security for RCS is crucial for protecting sensitive information such as One-Time Passwords (OTPs) during transmission. Network security also plays a vital role in ensuring the safe transmission of RCS messages. Messages are generally stored in data centers within a specified region, but considerations around network security may lead to data being rerouted in the event of a regional outage. ### How is data encrypted in RCS messages? Data encryption in RCS messages occurs from the moment they leave your device until they reach the recipient. For instance, Google Messages, the primary client for RCS, incorporates end-to-end encryption to protect your messages against interception by third parties. * **Encryption Path**: RCS messages are secured through encryption between the end user's device and Google's servers. This means that as messages travel from your phone to the server, they are protected against unauthorised access. * **Exclusive Client Support**: Currently, Google Messages is the only RCS client that offers end-to-end encryption. This level of security ensures that messages are readable only by you and the recipient, not even by the servers handling them. * **Protection Mechanism**: End-to-end encryption plays a crucial role in maintaining the confidentiality of your communications. It acts as a robust barrier, ensuring that no third party can intercept or decipher the content shared between you and others. ### What role does the Google Messages app play in RCS security? * **Security Priority**: Google Messages prioritizes the security of your data, employing advanced measures to safeguard your information while maintaining your privacy. * **Robust Protection**: The app protects your information with world-class security technologies, making it a trustworthy choice for managing your communications. * **Spam and Feature Enhancement**: Besides security, Google Messages utilizes data to enhance functionalities such as spam detection. This not only improves user experience but also adds an extra layer of protection against potential threats. Data storage and compliance --------------------------- When it comes to modern messaging systems like RCS (Rich Communication Services), understanding how data storage and compliance are handled is crucial for user confidence and legal adherence. RCS Business Messaging plays a significant role in ensuring secure and compliant business communications by verifying the identity of businesses before sending messages, thus enhancing trust and security. Here’s what you need to know: ### **What data is stored on the end user’s device and how is it secured?** RCS stores metadata about your interactions with RCS agents directly on your device. This data could include personal information exchanged during conversations. Strong encryption methods are employed to secure this data. ### **How does RCS comply with EU Payment Services Directive 2 (PSD2)?** RCS compliance with PSD2 is integral, particularly in ensuring that Strong Customer Authentication (SCA) requirements are met. Since RCS is linked with your verified phone number and SIM card, sending a One-Time Password (OTP) over RCS is recognized as a compliant SCA method. This association enhances the security of your transactions, adhering to the guidelines set by the European Banking Authority. **User data and privacy** ------------------------- Privacy concerns are paramount, especially when integrating services like RCS into everyday communications. Understanding what information is shared and how it's used is key to transparency and trust. ### **What information about end users does Google provide to the brand?** To facilitate RCS conversations, Google may share your telephone number with the brand, enabling them to recognise you in the conversation. While this enhances communication efficiency, it's important to note that Google also collects metadata and, potentially, content from these conversations—even if you don't have a Google account. This collection helps improve service delivery but also raises important privacy considerations. Best practices for brands ------------------------- Rich Communication Services (RCS) has emerged as a transformative tool for businesses aiming to enhance customer interactions with enriched, secure messaging capabilities. As privacy concerns continue to grow, understanding how to implement RCS while maintaining rigorous security standards is critical. ### Tips for building a great RCS strategy Building an effective RCS strategy involves detailed planning and execution tailored to the specific needs of your industry. Here’s a breakdown of strategic steps brands can take: 1. **Research how others in your field use RCS:** Start by examining case studies and success stories of RCS implementation within your industry. 2. **Find an API that connects your platforms:** Choosing the right API is crucial for seamlessly integrating RCS into your existing communication infrastructure. 3. **Advanced messaging support:** Ensure compatibility with features like rich media, location sharing, read receipts, and typing indicators. 4. **System compatibility:** Must integrate seamlessly with existing CRM, ERP, or customer support platforms. 5. **End-to-end encryption and compliance:** Essential for protecting sensitive data and adhering to industry-specific regulations such as [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7), [HIPAA](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr), etc. 6. **High availability and scalability:** Guarantees minimal downtime and low latency for reliable, real-time messaging. Capable of handling increased message volumes as your business grows. 7. **Detailed documentation:** Provides clear instructions for easy integration and troubleshooting. 8. **Robust Support:** Offers reliable customer service to resolve integration and operational issues. 9. **Sandbox Environment:** Allows for safe testing of RCS features without impacting live operations. 10. **Build a strategy and A/B test your strategies:** Develop a strategy that addresses your sector's communication and security needs. Conduct A/B testing to determine which messages yield better customer engagement and satisfaction. 11. **Roll out your strategies and refine them as needed:** Once your strategy is in place, gradually roll it out to monitor its effectiveness in real-time. Be prepared to make adjustments based on customer feedback and new security challenges. RCS chats and messages ---------------------- Rich Communication Services (RCS) enhances how brands interact with customers by enabling richer, more engaging chat experiences directly from the user’s native messaging app. An RCS message introduces advanced features like rich media sharing, group chats, and read receipts, similar to iMessage for Apple users, enhancing communication significantly. Unlike traditional SMS, RCS allows businesses to send multimedia messages, including images, videos, and rich links, making communication more informative and visually appealing. ### **How can brands use RCS chats to enhance customer engagement?** * **Personalised Promotions:** RCS can deliver tailored promotions and updates to customers, making them feel uniquely valued. For instance, a brand could send real-time alerts about sales or discounts that align with the customer's previous purchases or expressed interests. * **Direct Actions:** Through RCS, businesses can drive customer actions by providing links directly to their websites or giving precise directions to physical store locations. This seamless integration encourages immediate engagement and reduces the steps a customer must take to interact with the brand. * **Enhanced Interactivity:** RCS supports interactive elements like carousels and suggested reply buttons, enabling a more dynamic interaction between the brand and the customer. This can significantly enhance the customer's experience and satisfaction, making each interaction more engaging and effective. ### **What are the benefits of using RCS messages for customer communication?** * **Richer Interactions:** RCS offers a more interactive and engaging experience compared to SMS and MMS, which are more text-limited. It supports various media types and interactive features that can captivate customers. Unlike traditional text messaging, RCS enhances communication by adding features like read receipts, typing indicators, and the ability to send messages over Wi-Fi, improving both user experience and security. * **Dependence on Mobile Data:** Unlike SMS, which can be sent over a cellular network, RCS requires an active mobile data connection. This allows for transmitting higher-quality content and supports more complex interactions. * **Coexistence with Traditional Messaging:** While RCS can replace SMS, it is more likely to coexist with SMS and MMS for the foreseeable future. Conclusion ---------- RCS (Rich Communication Services) stands out as a transformative solution, enhancing both privacy and functionality. As this technology gains traction, understanding its security features becomes crucial for users and businesses alike. RCS not only enriches user interaction with high-quality media and interactive elements but also introduces enhanced security measures like end-to-end encryption. FAQs ---- ### **1\. What is RCS, and how does it differ from SMS and MMS?** RCS, or Rich Communication Services, is a modern messaging protocol that offers advanced features like high-quality media sharing, read receipts, and typing indicators. These features make it more interactive and secure than traditional SMS and MMS. ### **2\. Is RCS secure, and does it offer encryption?** Yes, RCS can provide end-to-end encryption, ensuring that your messages are secure and only readable by you and the recipient. This is a significant upgrade over the security provided by SMS and MMS. ### **3\. Which devices support RCS messaging?** RCS is predominantly supported on Android devices, but Apple has announced plans to adopt it in iOS 18 and make it available on iPhones as well, enhancing cross-platform communication. ### **4\. How does RCS enhance business communications?** RCS allows businesses to send interactive and rich media messages directly to customers, such as promotions, updates, and customer support messages, improving engagement and providing a more immersive experience than SMS. ### **5\. Does RCS require an internet connection to work?** Yes, RCS messages are sent over a mobile data connection or Wi-Fi, allowing for higher-quality content and more interactive features than traditional SMS. ### **6\. How does Google Messages support RCS security?** Google Messages is currently the primary RCS client offering end-to-end encryption, ensuring that your conversations are protected against unauthorized access and providing a secure platform for messaging. ### **7\. Will RCS replace SMS entirely?** While RCS offers many advantages over SMS, it is more likely to coexist with SMS for the foreseeable future, allowing users to choose the best messaging method based on their needs and available network conditions. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why is Meta rejecting my WhatsApp Business templates? Author: Ashwin Agarwal Published: 2024-10-18 Category: Articles Tags: Insights, WhatsApp, Template Management URL: https://www.fyno.io/blog/null As a business owner, getting your customer communication message templates approved can feel like a wild goose chase. Whether it's navigating the complexities of SMS DLT registrations or meeting the precise requirements of WhatsApp, the process is anything but straightforward. It's a bit like trying to score a goal in the dark — you’re never quite sure if you’re going to hit the mark.​​​​​​​ For SMS, you have to register your entity, submit detailed templates, and then wait... and wait... and wait. Sometimes, you’re waiting so long you forget what you were even waiting for. And when the verdict finally arrives, it often means going back to square one, reworking your message, and crossing your fingers for better luck next time. But if you think SMS approvals are tough, wait until you hear about WhatsApp. With WhatsApp, it’s all about user experience. The process might be quicker — thanks to Meta’s clever algorithms, but that doesn’t mean it’s easier. One small mistake, like a misplaced variable or a too-generic phrase, and your template is out. Why all the hassle? Meta’s rules are there to stop spam and make sure every message is worth the read. For businesses, though, it often feels like they’re playing a guessing game with the odds stacked against them. But there’s good news. As a Meta tech partner, Fyno has the insider knowledge to help you get your templates approved. We’ve seen the common pitfalls and know the strategies to get past them. In this blog, we’ll break down the WhatsApp template approval process and share some top tips to help you succeed. Let’s dive in and turn those frustrating rejections into easy wins. Shall we? ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/meta-rejecting-my-templates-1729238008104-compressed.png) **What is a WhatsApp Business template?** ----------------------------------------- Think of WhatsApp Business Templates as pre-written scripts for bulk messages. They ensure your communication is clear, relevant, and avoids spamming users. But, just like scripts, they need to follow specific rules. ### **Common reasons for rejection** * **Dishonesty:** Avoid misleading claims or offers that sound too good to be true. * **Pure promotion:** While promoting is okay, templates shouldn't solely focus on selling. Offer value to your customers. * **Confusion or irrelevant content:** Keep it simple and focus on content relevant to the customer's interaction with your business. * **Term violations:** Hate speech, harassment, or anything illegal is a no-go. * **Formatting errors:** Templates have a specific structure. Double-check for any mistakes. **Tips for creating approved templates** ---------------------------------------- * **Clarity is key:** Avoid jargon and use clear, concise language. * **Offer value:** Provide something useful, like information, reminders, or relevant promotions. * **Test before sending:** Use WhatsApp's testing tool to catch any errors. * **Read the rules:** Familiarize yourself with [Meta's template guidelines](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/). **Beyond the basics: Category confusion** ----------------------------------------- Another common issue is miscategorizing your template. This can lead to pricing and delivery problems. * **Marketing vs. Utility:** If your template promotes products or services, it's likely "Marketing." "Utility" templates are for helpful information. * **Authentication:** Verification codes, password resets, and account activation templates belong under "Authentication." **Understanding the appeal process** ------------------------------------ When your WhatsApp Business Template is rejected, you can often find the specific reason for the rejection within the Business Support Home section of your Meta account. This platform provides valuable insights into why your template didn't meet Meta's guidelines. **If you don't have direct access to the Meta WhatsApp Manager,** we recommend you to work directly with a [Meta tech partner](https://www.fyno.io/whatsapp) to ease this out. This will help you bypass the long queues that you might otherwise have to deal with working with a Business Service Provider (BSP). > ​_Recommended Read: [Benefits of working with a Meta tech partner vs BSP](https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp)_ ### **Steps to appeal a template rejection** 1. **Review the rejection reason:** Carefully examine the reason provided in the Business Support Home or as communicated by your BSP. Understanding the specific issue will help you tailor your appeal effectively. 2. **Gather evidence:** Collect any relevant evidence to support your appeal, such as: 1. A screenshot or copy of the rejected template 2. Relevant WhatsApp guidelines or policies 3. Case studies or examples of similar templates that were approved 4. Any correspondence with Meta or your BSP regarding the template 3. **Identify the issue:** Clearly articulate the specific issue you believe led to the rejection. Be as detailed as possible and explain why you think the template meets WhatsApp's guidelines. 4. **Provide a detailed explanation:** Explain why you believe the template should be approved, addressing the specific concerns raised in the rejection notice. Use clear and concise language to present your case. 5. **Submit the appeal:** Access the Business Support Home page on [Meta's website](https://business.facebook.com/business-support-home) and [follow these instructions](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#requesting-review) for submitting an appeal. If you don't have direct access to the Business Support Home, contact your BSP for assistance. 6. **Be patient and persistent:** The appeal process may take some time, so be patient and persistent. If you don't receive a response within a reasonable timeframe, follow up with Meta's support team or your BSP. ### **Additional tips** * **Be polite and respectful:** Avoid using aggressive or confrontational language in your appeal. * **Provide as much information as possible:** The more evidence and explanation you can provide, the stronger your appeal will be. * **Learn from the feedback:** Even if your appeal is unsuccessful, carefully review the feedback provided by Meta or your BSP to improve your future templates. By following these steps and providing a strong appeal, you can increase your chances of having your WhatsApp template approved. Remember, persistence and a well-crafted appeal can make a significant difference. FAQs ---- 1. **What is a WhatsApp Business Template? **A WhatsApp Business Template is a pre-approved message format that businesses use to send bulk messages to customers. These templates must adhere to specific guidelines set by WhatsApp to ensure the content is relevant, clear, and not spammy. 2. **What are the different types of WhatsApp Business templates? **WhatsApp Business templates are categorized into three main types: Marketing, Utility, and Authentication. 3. **Why was my WhatsApp template rejected? **Your template might have been rejected due to reasons such as misleading claims, purely promotional content, confusing or irrelevant messages, violation of terms (like hate speech or illegal content), or formatting errors. It’s important to review WhatsApp’s guidelines to avoid these pitfalls. 4. **How long does it take for a template to get approved? **The approval process for a WhatsApp template usually takes a few minutes or hours to sometimes, a couple of days. However, the timeline can vary based on the volume of submissions and the complexity of the template content. 5. **What should I do if my template is rejected? **If your template is rejected, review the rejection reason provided in the Business Support Home section of your Meta account. Make the necessary adjustments to your template, ensuring it aligns with WhatsApp's guidelines, and then resubmit it for approval. 6. **Can I appeal a rejected WhatsApp template? **Yes, you can appeal a rejected WhatsApp template. To do this, review the rejection reason, gather evidence to support your appeal, and submit it through the Business Support Home page on Meta's website. If you don't have direct access, you can work with a Meta tech partner for assistance. 7. **What are some tips for getting my templates approved? **To increase the chances of approval, ensure your template is clear and concise, offers value to the recipient, and follows WhatsApp's guidelines. Avoid using jargon, test the template before submission, and double-check for any formatting errors. 8. **How can Fyno help with the template approval process?** As a Meta tech partner, Fyno has the expertise to guide businesses through the template approval process. We understand the common reasons for rejection and can help you create compliant templates, increasing your chances of approval. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Top transactional SMS service providers for developers in 2024 Author: Tamilselvi Ramasamy Published: 2024-10-18 Category: Articles Tags: Insights, SMS URL: https://www.fyno.io/blog/top-transactional-sms-service-providers Picture this: You're about to log into your banking app from a new device, and you’re prompted for a verification code. Just as you're checking your phone, the SMS arrives instantly. That is a transactional SMS. Now, it’s these timely, reliable messages that keep customers loyal and engaged. Transactional SMS is different from promotional blasts. It delivers critical information exactly when it’s needed—like OTPs, payment alerts, or shipping notifications. These messages thrive on urgency and precision Why are we talking about this? Because choosing the right SMS service provider is crucial. You need a partner that guarantees 100% deliverability and rock-solid security. ![top transactional sms service providers in 2024](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/top-transactional-sms-1729237273700-compressed.png) What is a transactional SMS? ---------------------------- A transactional SMS is a type of text message used to deliver critical, time-sensitive information to customers. Unlike promotional SMS, which markets products or services, transactional SMS provides essential updates directly related to the customer’s activity. These can include: * OTPs (One-Time Passwords) for verifying logins or transactions * Payment confirmations * Delivery status updates * Appointment reminders * Account alerts (e.g., low balance notifications, security alerts) Transactional SMS messages are typically automated and sent in real-time, ensuring customers receive crucial information exactly when they need it. They play a key role in enhancing customer experience by keeping users informed and reassured, without any marketing or promotional content involved. What is a transactional SMS provider? ------------------------------------- A transactional SMS provider is a service or platform that enables businesses to send automated, real-time text messages to their customers. These providers ensure that time-sensitive information like OTPs, order confirmations, or security alerts are delivered instantly and securely. A good transactional SMS provider offers: * **High deliverability rates:** Ensuring that messages reach recipients without delays or failures. * **Secure delivery channels:** Protecting sensitive information (like OTPs) through encrypted communication. * **Scalability:** Capable of handling high volumes of messages, especially during peak periods. * **Integration options:** Easily integrates with your systems (such as CRM, [low cost ERP](https://www.manystrategy.com/low-cost-erp-solutions/), or website) for seamless message automation. Choosing the right transactional SMS provider is crucial for businesses that need to maintain trust and provide fast, reliable communication with their customers. Why transactional SMS matters? ------------------------------ Transactional SMS services are a lifeline for real-time communication. It delivers critical info like OTPs, alerts, and updates directly to your customers. Why is this so important? Because timing is everything. When a customer needs to reset a password or confirm a transaction, they can't wait. They need that message right now. It's all about ensuring timely and secure communication. Security is another huge factor. Sending sensitive info like OTPs through a secure channel reassures your customers. They know their data is safe. This builds trust and enhances customer satisfaction. ​[Transactional SMS](https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3) also improves engagement. When customers receive timely updates and alerts, they stay informed and engaged with your brand. It's a simple yet powerful way to keep the lines of communication open. How to choose a transactional SMS provider? ------------------------------------------- Choosing the right SMS service provider is all about pinpointing the features that matter most. Let's dive into what you should be on the lookout for: * **API integration and developer support**: Seamless integration with your existing systems is a must. Look for providers that offer a robust API and strong support for developers. This ensures smooth operations and quick troubleshooting. * **Global reach, throughput, and latency**: Your messages need to get to customers no matter where they are. A provider with a wide global reach, high throughput, and low latency ensures your notifications especially transactional SMSes are timely and reliable, keeping customers in the loop. * **Uptime and reliability**: Your provider should guarantee high uptime and reliability. Downtime can mean missed notifications and unhappy customers. Look for SLAs that promise minimal downtime. * **Analytics and reporting tools**: Detailed insights and real-time analytics help you track performance and optimize your strategy. Knowing how and when your messages are delivered allows you to tweak and perfect your communication. * **Compliance and security**: Especially critical for [fintech companies](https://www.azilen.com/industries/fintech/), compliance with regulations and high security standards is non-negotiable. Ensure your provider offers data encryption and adheres to all relevant regulations to keep your customer data safe. * **Customer support**: Reliable, accessible support can make all the difference. Whether it's through chat, phone, or email, ensure your provider offers responsive customer support to help you out when needed. * **Cost-effectiveness**: Balancing cost with feature set is key. You want a provider that offers the best bang for your buck without compromising on essential services. * **Scalability**: As your business grows, your communication needs will too. Choose a provider that can scale with you, ensuring consistent performance whether you're sending hundreds or millions of messages. By focusing on these features, you can ensure your SMS service provider meets your needs, providing reliable, secure, and efficient communication for your business. For further insights on why SMS remains a crucial channel for secure and efficient transactional communications, particularly in emerging economies, you can explore our detailed analysis on the [enduring dominance of SMS in the digital age](https://www.fyno.io/blog/the-enduring-dominance-of-sms-in-the-digital-age-insights-from-india-and-beyond). Top transactional SMS service providers for developers ------------------------------------------------------ Choosing the right transactional SMS service provider is crucial for seamless communication. Here’s a look at some of the top providers out there: ### **Value First** Known for its robust infrastructure, Value First offers high deliverability rates and extensive reach. Being strong in their game for over 20 years, they are ideal for large-scale campaigns. **Features:** * **Extensive operator network:** Access to 900+ direct operator connections across the world. * **Integration capabilities:** Allows you to build and add on top of their SMS API to configure with your existing setups. * **Offerings:** Right from registering, activating, and configuring business phone numbers and devices to enabling two-way SMS communication and message automation, they have it all. ### **Kaleyra** Kaleyra excels in security, making it a top choice for fintech companies needing reliable and secure communication channels. It is also known for high-quality customer support and a strong presence in enterprise messaging across different industries. **Features:** * **Global reach:** Connects to over 1,600 telecom operators globally. * **Smart SMS routing:** Supports [intelligent routing](https://www.fyno.io/routing) to ensure faster and secure message delivery at competitive pricing, optimizing both cost and speed. * **Two-way messaging:** Enables two-way communication, allowing customers to respond to messages. * **Personalization and multilingual support:** Send personalized SMS in multiple languages to create more meaningful interactions with global audiences. ### **Gupshup** Gupshup stands out with its easy integration capabilities and support for a wide range of messaging formats, from SMS to rich media. **Features:** * **Global reach & scalability**: Deliver SMS across 225+ countries with low latency, ensuring reliability even at scale. * **Personalization & rich media**: Send personalized messages with short links, verified sender profiles, and support for multilingual content. * **2-way conversations**: Enable customer responses with dedicated long and short codes for two-way SMS. ### **Infobip** Infobip offers a comprehensive suite of communication services, including SMS, email, and in-app notifications, perfect for businesses seeking an all-in-one solution. **Features:** * **Global coverage & high delivery**: Reach customers across 190 countries with access to 800 direct operators. * **Customizable messaging**: Send personalized SMS with multilingual support and dynamic templates. * **Secure API integration**: High-level security and compliance with scalable API for enterprise-grade messaging. ### **Exotel** Exotel provides excellent customer support and is known for its simple API, which makes it easy to get started with transactional SMS. **Features:** * **Easy integration & use**: Simple API for quick integration into existing systems with detailed documentation. * **Real-time delivery tracking**: Access real-time data on SMS delivery rates, failures, and response times. * **Automation & personalization**: Set up automated triggers and send both static and dynamic SMS messages. ### **Twilio** Twilio is renowned for its flexibility and extensive developer resources, making it a go-to for tech-savvy teams. **Features:** * **Global reach & scalability**: Send SMS to over 180 countries with reliable, localized delivery and compliance management. * **Programmable messaging API**: Single API for SMS, MMS, and WhatsApp with built-in tools for message routing and analytics. * **Two-way messaging**: Support for two-way conversations across SMS, chat, and social channels with seamless workflows. * **Developer-friendly**: Comprehensive SDKs, code snippets, and documentation to facilitate integration. ### **Plivo** Plivo offers competitive pricing and a user-friendly platform, making it a cost-effective option for startups and SMEs. **Features:** * **Global reach with localized sender ID**: Reach over 220 countries and customize sender IDs in 100+ countries for brand recognition. * **Powerful message routing**: Intelligent routing ensures high delivery rates and low latency even during high-volume traffic. * **Dynamic message content**: Easily personalize messages with dynamic templates and automation triggers. * **Enterprise-grade security**: Ensure compliance with industry regulations like GDPR and Privacy Shield. ### **TrustSignal** This provider focuses on delivering secure and compliant messaging services, ensuring data protection and privacy. **Features:** * **Adaptive routing**: Intelligently selects the best telecom routes to maximize delivery rates and reduce latency. * **Custom branding with verified IDs**: Send messages with verified sender IDs for personalized customer interactions. * **Advanced compliance management**: Built-in compliance with regulations like GDPR and TCPA ensures global messaging adherence. ### **Syniverse** Syniverse is known for its global reach and reliability, making it a solid choice for businesses with international customers. **Features:** * **Enterprise-grade security & compliance:** Ensures compliance with global regulations like GDPR, and other enterprise-level security. * **Personalization & localization:** Customize and localize SMS messages to meet customer preferences. * **Dynamic message routing:** Employs intelligent routing to choose the fastest and most reliable network paths for delivering messages globally. * **Custom SLAs:** Offers tailored service level agreements for businesses, ensuring message delivery within specific time frames, especially crucial for industries like finance and healthcare. ### **Karix** Karix offers a range of messaging services, including SMS and voice, with a focus on high-volume messaging and scalability. **Features:** * **Scalable infrastructure**: Supports massive scalability, handling up to 80,000 transactions per second. * **Customizable retry mechanisms**: Configurable retries and intervals ensure better message delivery, especially for time-sensitive communications. * **Secure & compliant messaging**: Offers enterprise-grade security with encryption and compliance with global standards like GDPR and ISO certifications. ### **Msg91** Msg91 is recognized for its affordability and ease of use, catering well to startups and businesses looking for budget-friendly options. **Features:** * **Global coverage & reliability**: Send messages to over 210+ countries with high deliverability and low latency through intelligent routing. * **Multi-language support**: Customize messages in multiple languages for a personalized customer experience globally. * **Advanced retry mechanism**: Intelligent retry algorithm ensures message delivery using the best available telecom route. ### **Route Mobile** Route Mobile provides robust analytics and real-time reporting, helping businesses optimize their communication strategies effectively. **Features:** * **Global reach & scalability**: Send messages to over 900+ telecom networks across 225 countries. * **Multi-channel support:** Integrates with SMS, email, and RCS, providing a seamless omnichannel communication experience. * **Customizable messaging & API integration:** Provides customizable templates, message retries, and easy API integration with platforms like HubSpot, Salesforce, and Zoho for automated workflows > For businesses looking to enhance communication efficiency, exploring [28 SMS templates specifically designed for logistics startups](https://www.fyno.io/blog/28-sms-templates-to-streamline-communication-for-your-growing-logistics-startup) can be a valuable resource. Each of these providers has its strengths, whether it's security, ease of integration, or cost-effectiveness. Choosing the right one depends on your business needs and the specific features that matter most to you. Comparative overview of all transactional SMS providers ------------------------------------------------------- Choosing the best transactional SMS service provider can boost your business. Let's compare their features, pricing, strengths, and weaknesses. ### **1\. API features & ease of integration**: **Provider** **API Documentation** **Ease of Integration** **Multi-Language SDK Support** **Advanced Error Handling** **Webhooks for Delivery Reports** **Twilio** Comprehensive and developer-friendly Very easy to integrate 6+ languages Detailed error codes Customizable, real-time **Infobip** Very detailed with code examples Easy with multiple SDKs Node.js, PHP, Go, Java Multiple retries Customizable formats **Gupshup** Clear, simple integration guides Minimal setup, easy to configure Java, Python, Ruby Basic error handling Standard formats **Kaleyra** Extensive, multi-channel API Moderately complex PHP, Python, Java With logging Custom webhooks **Exotel** Developer-friendly for India Simple but region-limited Node.js, Python Basic error handling Standard reports **Plivo** Comprehensive, with tutorials Easy for developers Python, Java, C# With retries Customizable formats **TrustSignal** Compliance-focused documentation Secure but complex integration Limited SDKs Advanced security monitoring Secure, compliance-driven **Syniverse** Enterprise-grade API with extensive docs Complex for smaller businesses PHP, Java, C# Advanced error monitoring Customized for enterprises **Karix** Structured but region-focused Easy for Indian markets PHP, Python Basic error handling Real-time reporting **Msg91** Minimalistic but straightforward Easy for smaller businesses PHP, Python Basic error codes Standard formats **Route Mobile** Detailed, enterprise-focused API Medium complexity Java, Python, PHP Advanced error tracking Extensive reporting options ### **2\. Delivery speed, reliability, and throughput**: **Provider** **Delivery Latency** **Throughput** **Guaranteed Delivery** **Twilio** 1-3 seconds globally​ 3,000 messages/sec 99.99% **Infobip** Instant in key markets​ 15,000 messages/sec​ 99.5% **Gupshup** 2 seconds globally​ 10,000 messages/sec​ 98% **Kaleyra** 3-5 seconds​ 8,000 messages/sec​ 98% **Exotel** 3-5 seconds in India​ 10,000 messages/min​ 97% ​ **Plivo** 2-3 seconds 50-1,000 messages/sec​ 98% **TrustSignal** 4-6 seconds Customizable​ 97% **Syniverse** Less than 3 seconds​ 10,000 messages/sec​ 99.8% **Karix** 5-8 seconds regionally​ 15,000 messages/min​ 97% **Msg91** 3-5 seconds regionally​ 5,000 messages/min 98% **Route Mobile** 1-2 seconds globally​ 50,000 messages/min​ 99.7% ### **3\. Security and compliance**: **Provider** **Encryption Standards** **Compliance Certifications** **Data Retention Policies** **Twilio** AES-256 GDPR, HIPAA, PCI DSS​ 90 days **Infobip** AES-256​ GDPR, HIPAA, SOC 2​ Custom retention​ **Gupshup** AES-256 GDPR, ISO 27001​ Custom retention​ **Kaleyra** TLS ​ GDPR, ISO 27001, SOC 2​ 90 days **Exotel** TLS ​ GDPR, ISO 27001​ 30 days **Plivo** AES-256 GDPR, SOC 2​ Custom retention **TrustSignal** End-to-end​ HIPAA, GDPR, PCI DSS​ Compliance-based retention​ **Syniverse** AES-256 GDPR, HIPAA, PCI DSS Custom retention **Karix** TLS GDPR, ISO 27001​ 30 days **Msg91** AES-128 GDPR​ 30 days **Route Mobile** AES-256 GDPR, HIPAA, SOC 2 Custom retention ### 4\. Pricing **Provider** **Pricing (per SMS)** **Shortcode Cost** **Long Code Cost** **Monthly Plan/Setup Fees** **Value First** $0.005 - $0.02 Custom pricing Included in enterprise packages Custom setup fees **Kaleyra** $0.006 - $0.09 depending on region Custom pricing Free for standard usage Tiered pricing for large volumes **Gupshup** Starts at $0.001 Not required Free long codes Custom plans **Infobip** $0.002 - $0.27 Starts at $400/month $5.50+ depending on the region Custom setup fees **Exotel** $0.003 (India) Custom pricing Free in some regions No mandatory setup fees **Twilio** $0.0075 - $0.051 $1,000 quarterly $0.5 - $1.15 per month Pay-as-you-go **Plivo** $0.004 - $0.009 Not available Not offered Flexible, pay-as-you-go pricing **TrustSignal** $0.006 - $0.015 (estimated based on compliance level) Custom pricing for shortcodes Available for enterprise only Custom, security-driven pricing **Syniverse** $0.005 - $0.12 Available but custom-priced $10/month for premium numbers Custom setup fees **Karix** $0.003 - $0.08 Custom pricing for shortcodes Custom pricing based on volume Tiered pricing based on volume **Msg91** $0.0015 - $0.005 Not required Free long codes No setup fees **Route Mobile** $0.0025 - $0.10 $500+/month Custom long-code pricing Custom enterprise setup fees Which one should you choose? ---------------------------- Think about your needs and budget to find the right fit. When choosing a provider, think about your tech stack. Do you need something that works well with your CRM? Or are you looking for a simple API that you can call from your backend? The right integration options can save you loads of time and make your communication seamless. * **REST APIs:** Most providers offer REST APIs. These are super straightforward and allow you to send SMS through simple HTTP requests. Whether you're using Python, Java, or any other language, REST APIs make it easy to incorporate SMS capabilities into your existing applications. * **SDKs**: Software Development Kits tailored for different programming languages. Twilio and Infobip offer SDKs for languages like JavaScript, Python, and Java. SDKs simplify the coding process, making it easier to integrate SMS features without diving deep into the nitty-gritty details. * **Plugins:** These are a lifesaver if you're using popular platforms like WordPress or Shopify. They let you add SMS capabilities directly without touching a single line of code. Ideal for businesses that want quick integration without the headache of custom development. * **And let's not forget third-party integrations:** These allow you to link SMS services with CRM systems like Salesforce or marketing automation tools like HubSpot. This connection ensures your customer data and communication efforts are always in sync, streamlining your operations. We've examined some of the industry's finest providers, each with its unique strengths — from robust security to seamless integration. Now here's our take: * Twilio is a favourite among tech-savvy teams for its flexibility and extensive developer resources, making it suitable for enterprises that need easy integration across a variety of programming languages. Security-wise, Twilio uses TLS encryption for data in transit and complies with major regulatory frameworks like GDPR and HIPAA. It provides high delivery rates (99.99%) and low latency. * Infobip is the best option for businesses needing to scale across multiple regions, with support for 225+ countries and strong compliance and security features, including HIPAA and GDPR compliance. * Gupshup offers affordable and reliable solutions for businesses focusing on India and emerging markets, though it lacks the extensive enterprise features found in Twilio or Infobip. * Kaleyra is best for enterprises that need a solution for Europe and India, offering strong throughput but with a steeper learning curve. * Exotel is a solid choice for India-based businesses, with a straightforward API, transparent pricing and easy setup, though it lacks some of the more advanced global features of competitors. * TrustSignal and Syniverse excel in compliance-heavy industries, particularly where security and fraud detection are a priority. * Karix and Msg91 are more suited for regional markets, particularly India, offering affordable and reliable service with limited global reach. > Recently, [Meta’s game-changing pricing for WhatsApp](https://www.fyno.io/blog/whatsapp-business-pricing-changes) has been shaking up the world of transactional communications, making it more efficient and accessible than ever before! [Click here](https://www.fyno.io/blog/why-whatsapp-is-a-great-alternative-to-sms-for-transactional-notifications) to read more.   Key takeaways ------------- Transactional SMS is a game-changer for real-time communication. It delivers critical info directly to your customers, ensuring timely and secure messages like OTPs and alerts. This boosts customer trust and satisfaction. Here’s a quick recap of what we covered: * **Top providers**: We looked at some of the best in the business. Each has unique strengths, from security to ease of integration. * **Key features**: When choosing a provider, consider API integration, delivery reports, uptime, global reach, compliance, data security, customer support, scalability, and cost-effectiveness. * **Provider comparison**: We compared top providers, highlighting their features, pricing, strengths, and weaknesses. * **Reliability and security**: Ensure your messages are delivered securely and on time with robust infrastructures and security measures. * **Integration options**: Providers offer various integration options like REST APIs, SDKs, plugins, and third-party integrations, making it easy to mesh with your existing systems. Choosing the right transactional SMS service provider is crucial. Consider your specific needs and the features that matter most to you. This ensures your communication strategy is efficient, secure, and reliable. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp Business pricing changes: A guide for businesses to thrive in 2025 Author: Karthik Pasupathy Published: 2024-10-18 Category: Updates Tags: Insights, WhatsApp URL: https://www.fyno.io/blog/whatsapp-business-pricing-changes Big changes are coming to WhatsApp Business messaging! Meta is shifting from a per-conversation pricing model to a per-message approach. But, you don’t have to be worried about rising costs. This new pricing change also brings in lot of benefits for you. In this blog post, let's take a deeper look into WhatsApp’s new pricing changes, analyze what this means for your business and how you can adapt to make the most of these changes. Let’s get started! ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-pricing-changes-1729236360227-compressed.png) Why is Meta switching from per-conversation pricing to per-message pricing? --------------------------------------------------------------------------- The answer is two-fold: * Provide businesses with clearer ROI by charging for each message rather than 24-hour conversation windows. * Align WhatsApp's pricing structure with other communication channels. ### When does this come into effect? A lot of these changes will happen in a phased manner, starting November 1, 2024. Here’s the timeline: ![whatsapp business new pricing](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/frame-1686552717-1729236299605-compressed.png) What this means for your business --------------------------------- ### 1\. Customer support will get better Free customer service conversations will significantly lower your support costs. You can gear up your team to effectively close L1 tickets, most of which would fall under the 24-hour window. Starting November 1, 2024, service conversations will be free for all businesses, with free tier conversations becoming unlimited instead of capped at 1,000. This change opens up new possibilities for enhancing your customer support strategy on WhatsApp. ### 2\. Free entry point and service conversations With the launch of per-message pricing, free entry-point conversations will work the same way but will be measured in messages instead of conversations. Here's how it works: * If a WhatsApp user messages you via a free entry point (when they click on a WhatsApp Ad or Facebook Page Call-to-Action button), you can respond with any type of message for free within 24 hours. * This opens a free entry point customer service window that lasts 72 hours. * You can continue to message the user using any type of message while this window is open, at no charge. Remember, a customer service window must be open between you and a WhatsApp user before you can send them a non-template message. Also, even during this window, you will be charged if you send a marketing-templated message. ### 3\. Utility messages will become cheaper Starting April 1, 2025, utility templates sent within a customer service window will be free for all businesses. This is a game-changer for businesses that rely heavily on transactional messages. Imagine this: A customer inquires about their order status. You can now respond with real-time updates, send a tracking link, and even offer additional product recommendations – all without incurring any charges. This not only enhances customer satisfaction but also opens up new opportunities for upselling and cross-selling within the same conversation. To maximize this benefit, consider redesigning your communication flow to utilize these templates efficiently within the given timeframe. This change allows you to maintain frequent, valuable touchpoints with customers, enhancing the overall customer experience while keeping costs in check. ### 4\. WhatsApp marketing will become pricier With the new pricing changes, it's time to refine your targeting and ensure your messages are highly relevant. Focus on quality over quantity in your outreach. This shift encourages a more strategic approach to marketing communications, potentially leading to better engagement rates and ROI despite the increased per-message cost. You can also devise a more strategic approach for marketing communications, where you can use platforms like Fyno to send your messages through the most cost-effective channel. How can Fyno help ----------------- As a [Meta partner](https://www.fyno.io/whatsapp), we're uniquely positioned to help you navigate these changes and optimize your WhatsApp messaging strategy. Here's how Fyno can support your business: * **Smart routing logic**: Our powerful workflow engine allows you to design intelligent communication flows. This ensures you're using the most cost-effective channel for each interaction, whether it's WhatsApp, SMS, or email. * **Unified template management**: Manage all your WhatsApp utility templates in one central hub, along with templates for other channels. * **Advanced analytics**: Gain deep insights into your WhatsApp messaging performance. Track metrics like open rates, response rates, and conversion rates to continually refine your strategy and maximize ROI. * **Meta tech partner expertise**: As a Meta tech partner, we have direct access to the latest updates and best practices. We can provide you with expert guidance on leveraging even the newest WhatsApp Business features like [WhatsApp Flows](https://www.fyno.io/whatsapp-flows) and adapting to these pricing changes. > Quick question: Are you set up directly with Meta or through a BSP? If it’s the latter, this guide could be especially helpful — it compares the [benefits of working with a tech partner vs a BSP.](https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp#:~:text=Unlike%20BSPs%20who%20are%20resellers,evolving%20features%20into%20their%20platforms.&text=Zero%20Maintenance%20Fees%3A%20Tech%20partners,maintenance%20fee%20like%20BSPs%20do.)​ * **Seamless integration**: Fyno's universal API makes it easy to integrate WhatsApp messaging into your existing systems without complex coding or constant maintenance. Looking ahead ------------- The changes to WhatsApp's pricing model present both challenges and opportunities. By focusing on targeted, relevant messaging and leveraging the right tools, you can embrace these changes and turn them into an advantage. Remember, the key is to deliver value with every message. Whether it's timely customer support, personalized marketing, or crucial utility notifications, make each interaction count. Ready to optimize your WhatsApp strategy for the new pricing model? [Let's chat](https://www.fyno.io/schedule-demo) about how Fyno can help you streamline your communication, reduce costs, and boost engagement across all channels. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## RCS suddenly changing to SMS? Everything you need to know Author: Tamilselvi Ramasamy Published: 2024-10-17 Category: Articles Tags: RCS, Communication Channels URL: https://www.fyno.io/blog/rcs-suddenly-changing-to-sms-everything-you-need-to-know-cm2d4q2q9001rm1jl3e0so44u If you've noticed your RCS (Rich communication services) messages reverting to SMS, you're not alone. Many Android users have encountered this issue. Open any Android forum and you’ll see RCS users venting out about their broken RCS experience. In this post, we'll dive into the differences between RCS and SMS, and try to understand why does your phone switch to SMS every now and then. Plus, we'll take a peek at the future of these two messaging protocols. Let's get started! ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/rcs-suddenly-changing-to-sms-1729159441630-compressed.png) RCS vs. SMS: What's the difference? ----------------------------------- Before getting to the reason behind why RCS is switching to SMS, it is good to have an understanding on how these two messaging protocols work. Let’s get started. RCS: The messaging upgrade we badly needed ------------------------------------------ Picture this: you're texting your friend, and suddenly, you can see when they're typing, your images are crystal-clear, and you can even react to messages with emojis. No, you haven't magically switched to a new app – you're using RCS, the turbocharged version of SMS! RCS takes the basic SMS experience and gives it a major power-up. If you’re new to RCS, here are the things you can do with it: * Send high-resolution photos and videos * View read receipts * See typing indicators when a person is responding to your message * Group chats * Video calls and many more. The best part? RCS works right within your phone's default messaging app. But, the catch is that it requires a Wi-Fi or mobile data connection for its function. > To know more about the differences between RCS and SMS, check out out comprehensive guide on [RCS vs SMS](https://www.fyno.io/blog/rcs-vs-sms).  SMS: Hello, old friend! ----------------------- SMS, or Short Message Service, has been our trusted messaging companion for years, and for good reason. The popularity of SMS is because of its simplicity and compatibility. It works fast, easy to send, and works on any phone - anywhere there's a cellular signal. It may not have all the fancy features of RCS, but it gets the job done. SMS has been a reliable communication method for decades, and it remains a go-to for many people, especially in areas with spotty internet coverage. Key differences between RCS and SMS ----------------------------------- Here are the main distinctions between these two protocols: Feature RCS SMS Compatibility Requires compatible device and network Works on any phone Capabilities Supports group chats, high-resolution media, read receipts, typing indicators Text-only messaging Network Uses Wi-Fi or mobile data Uses cellular networks Security Offers end-to-end encryption Less secure, no encryption Why does my phone switch from RCS to SMS? ----------------------------------------- Now that we understood the difference between RCS and SMS protocols, let’s dive into the common reasons that could cause your phone to switch from RCS to SMS. ### 1\. Compatibility issues One common reason for the RCS-to-SMS switch is compatibility. If you're messaging someone whose device or carrier doesn't support RCS, your phone will automatically fall back to SMS to ensure your message gets through. This also applies in some cases where your recipient is using an older version of the RCS app. ### 2\. Network limitations RCS depends on a data connection, so if you're in an area with poor or no Wi-Fi/mobile data, your phone will revert to SMS, which only needs a cellular signal. ### 3\. Message sending failures If an RCS message fails to send after multiple attempts, your phone may try resending it as an SMS to improve deliverability. Changing RCS to SMS on your Android phone: Step-by-step guide ------------------------------------------------------------- If you want to switch from RCS to SMS, follow these steps: 1. Open the Messages app on your Android device. 2. Click on your profile icon on the top right corner and click on Messages Settings. 3. Navigate to General > RCS Chats 4. Toggle off "Turn on RCS chats". 5. Confirm the change when prompted. ### Troubleshooting tips * Ensure you have the latest version of Messages installed. * Check that your carrier supports RCS. * If issues persist, try clearing your messaging app's cache and data. While sudden changes from RCS to SMS can be confusing, it's usually just your phone trying to ensure your messages are delivered. So, don’t worry about it. > ​_Recommended Read: [RCS vs iMessage](https://www.fyno.io/blog/rcs-vs-imessage-understanding-the-differences-between-the-modern-messaging-frameworks-cm1yvqr6j002j7b2ecs9sml07)_ Will RCS replace SMS? --------------------- While RCS offers a more modern messaging experience, it still has to go a long way in terms of stability, compatibility, and adoption. Until then, it is very likely that both RCS and SMS will coexist for the foreseeable future, with RCS gradually gaining ground as more devices and networks adopt it. Elevate your business messaging with Fyno's RCS Solutions --------------------------------------------------------- Are you a business looking to harness the power of RCS for your messaging campaigns? Look no further than Fyno! Our cutting-edge platform is designed to help you create, manage, and optimize your RCS messaging strategy with ease. With Fyno, you can: * **Seamlessly integrate RCS and SMS**: Our intelligent routing system ensures your messages are delivered via the best available protocol, be it RCS or SMS, based on each user's device compatibility. No more worrying about fragmented messaging experiences! * **Maintain brand consistency**: Fyno's centralized template management allows you to create on-brand, engaging messages that look great on both RCS and SMS. Keep your brand voice consistent across all touchpoints. * **Gain valuable insights**: Our powerful analytics dashboard gives you real-time data on your messaging performance. Track key metrics, identify trends, and make data-driven decisions to optimize your campaigns. * **Maximize efficiency**: Fyno's intuitive interface and robust APIs make it easy to manage your messaging workflows without heavy reliance on developers. Save time and resources while still delivering top-notch messaging experiences. * **Scale with confidence**: Whether you're sending a hundred messages or a million, Fyno's infrastructure is built to handle high-volume messaging with reliability and speed. Focus on growing your business, not worrying about technical limitations. Ready to take your business messaging to the next level? [Sign up for Fyno](https://fyno.io/signup) today and discover the difference our platform can make. Say hello to smarter, smoother, and more impactful messaging campaigns! --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How do you send and receive RCS messages? Author: Karthik Pasupathy Published: 2024-10-17 Category: Articles Tags: RCS, Communication Channels URL: https://www.fyno.io/blog/how-do-you-send-and-receive-rcs-messages-cm2czzo9b001pm1jlpqpzztv0 ​Have you heard about RCS messaging and wondered how it works with good old SMS? Specifically, can phones that only support SMS still receive RCS messages? Let's dig into the details of sending and receiving RCS messages and see how RCS messages are designed to co-exist with SMS. ![send and receive rcs messages](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/how-to-send-and-receive-rcs-messages-1729151353033-compressed.png) Sending RCS messages -------------------- When you send an RCS message, your messaging app submits the message to the RCS platform via an API. The RCS platform then attempts to deliver the message to the recipient's device. However, if the recipient's device doesn't support RCS or have it enabled, the platform will return an error to your messaging app. At this point, most apps will automatically fall back to sending the message as a regular SMS instead. This fallback helps ensure that your message still gets delivered even if the recipient can't receive the full RCS experience. Some apps also allow you to set an expiration time for RCS messages. If the message hasn't been delivered by that time (for example, if the recipient is offline), the RCS platform will stop trying to deliver it and your app will choose to send an SMS instead. Receiving RCS messages ---------------------- To receive RCS messages with all the interactive features, the recipient needs to have: 1. A device with an RCS-compatible messaging app (like Google Messages on Android) 1. WiFi (or) data connection enabled on the phone 1. RCS Chat Features enabled in the messaging app settings If those requirements are met, incoming RCS messages can be viewed within the messaging app. However, if the recipient's device or carrier doesn't support RCS, or if they haven't enabled it in their messaging app, they won't be able to receive the message in its full RCS format. Instead, in most cases, the sender's app will recognize this and automatically send a standard SMS message instead. SMS and RCS interoperability ---------------------------- Can a phone that supports only SMS, receive RCS messages? Unfortunately, the answer is no. Phones that only support SMS cannot directly receive RCS messages. However, it will still receive the main text content via SMS. It's a way to ensure basic compatibility and that important messages don't get missed. > If you're interested in the specifics of RCS compared to SMS, don't miss our guide on [RCS vs SMS](https://www.fyno.io/blog/rcs-vs-sms). Enabling RCS messaging on your Android phone -------------------------------------------- To get the full RCS experience on your phone, follow the steps mentioned below: If you want to switch from RCS to SMS, follow these steps: * Open the Messages app on your Android device. * Click on your profile icon on the top right corner and click on Messages Settings. * Navigate to General > RCS Chats * Toggle off "Turn on RCS chats". * Confirm the change when prompted. > Need help deciding if RCS is suitable for your needs? Our article on [Should I Turn Off RCS](https://www.fyno.io/blog/should-i-turn-off-rcs-the-pros-and-cons-of-disabling-rcs-messaging-cm1yxa7pe002r7b2eceqg9st3) can help you decide. The growth of RCS messaging and the opportunities it offers for businesses -------------------------------------------------------------------------- As more users upgrade to RCS-enabled devices and carriers, we'll see more people switching to RCS for convenience and simplicity. For businesses, this transition period presents an opportunity to start incorporating RCS messaging into customer communications. With its interactive features and rich media capabilities, RCS offers a more engaging way for brands and businesses to connect with their customers. Take advantage of the RCS adoption with Fyno -------------------------------------------- Ready to take your business messaging to the next level with RCS? Fyno makes it easy to design, manage, and automate your RCS campaigns alongside other channels like SMS and Email. With Fyno, you can: * Integrate RCS messaging in minutes, using our simple API * Create interactive routing flows with buttons, cards, and suggested replies * Ensure message delivery with intelligent RCS-to-SMS fallback * Track performance with detailed delivery and engagement analytics Plus, Fyno stays on top of the latest RCS developments so you can focus on crafting the perfect customer experience. Want to see how Fyno can enhance your business messaging? [See a demo](https://www.fyno.io/schedule-demo) to understand how to unlock the power of RCS for your brand. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Is RCS end-to-end encrypted? Progress and challenges ahead Author: Tamilselvi Ramasamy Published: 2024-10-07 Category: Articles Tags: RCS, Encryption, Communication Channels URL: https://www.fyno.io/blog/null --- Ever wondered how you can send sensitive data without it falling into the wrong hands? Now, imagine sharing sensitive info and not knowing who else might be reading it. Scary, right? That’s where end-to-end encryption (E2EE) steps in. However, without E2EE, your data is like a postcard anyone can read. Hackers, cybercriminals, and even nosy intermediaries could intercept and access your private information. This can lead to serious consequences, from identity theft to financial losses. Take the infamous 2013-14 Yahoo data breach, for example. Hackers exposed data from billions of accounts, leading to a massive fallout. This catastrophe highlighted the dire need for robust encryption. In a world where data breaches are becoming more common, E2EE ensures your messages stay private and secure. Let's understand it in detail. ![Is RCS end-to-end encrypted?](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/coverthe-state-of-rcs-encryption-1728302831650-compressed.png) **Understanding end-to-end encryption** --------------------------------------- End-to-end encryptio[End-to-end encryption](https://www.fyno.io/blog/what-is-business-communication-security-comsec-importance-and-best-practices-clxlswbrg0027o95u9lcpgse6)n ensures that only the sender and recipient can read the messages. It converts sensitive data into scrambled text that remains unintelligible without a specific secret key. So, what makes RCS stand out in terms of security? * **Encryption**: RCS aims to encrypt messages, making them unreadable to anyone but the intended recipient. * **Enhanced features**: Beyond basic texting, RCS supports high-quality pictures, videos, and even location sharing—all while keeping your data secure. * **Read receipts and typing indicators**: Know when your message is read and when someone is typing back without compromising security. Why does this matter? * **Prevents unauthorized access**: Your data stays private, even if intercepted. * **Ensures confidentiality**: Only the intended recipient can decrypt the message. * **Boosts trust**: Users know their information is secure. End-to-end encryption isn't just a buzzword. It’s a fundamental feature ensuring the security and privacy of digital communication. Next time you send a message, remember the layers of protection working behind the scenes to keep your data safe. **Evolution and adoption of RCS messaging** ------------------------------------------- RCS uses advanced algorithms to ensure that even if someone intercepts your message, they can't read it. The technical side is fascinating. RCS uses a method called "Diffie-Hellman key exchange" to securely share encryption keys between devices. This method ensures that even if someone is eavesdropping, they can't figure out the exchanged keys. This method ensures that every message remains private and secure. End-to-end encryption in RCS (Rich Communication Services) is a game-changer for secure messaging. Here's how it works: * **Encryption keys**: When you send a message, it gets encrypted with a unique key. Only the recipient’s device has the matching key to decrypt it. * **Key exchange**: Before communicating, both devices exchange encryption keys securely. This ensures that only the intended devices can decode the messages. * **Group chats**: In group chats, each participant has their own encryption key. Messages get encrypted for each key, ensuring everyone’s privacy is intact. The history and development of RCS ---------------------------------- Unlike SMS, which is text-based and limited, RCS supports images, videos, file transfers, and interactive elements. This makes it super useful for businesses wanting to engage with their customers more meaningfully. For more insights on why traditional SMS still holds dominance in certain regions like India, you can read our article on [the enduring dominance of SMS in the digital age](https://www.fyno.io/blog/the-enduring-dominance-of-sms-in-the-digital-age-insights-from-india-and-beyond). RCS has had quite the journey. Here’s a quick rundown: * **Early 2000s**: The idea of RCS was born to upgrade the ageing SMS protocol. * **2007**: The GSMA (GSM Association) started working on standardizing RCS. * **2012**: The first commercial launches of RCS in South Korea and Spain. * **2015**: Google acquired Jibe Mobile, an RCS tech leader, which was a game-changer. * **2016**: Google launched its RCS-based messaging app in the U.S., pushing carriers to adopt the new standard. * **2020**: Google enabled RCS globally via its Messages app, bypassing some carrier limitations. Due to carrier dependencies, RCS adoption has been a bit slow, but it's gaining ground rapidly. The aim is to have a universal standard that works seamlessly across different carriers and devices. RCS is set to revolutionize how we think about traditional text messaging, offering a richer, more interactive experience. For businesses looking to explore other rich messaging platforms, you might find it useful to consider [nine essential communication channels for digital businesses](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement) to enhance customer engagement. Current challenges in RCS encryption ------------------------------------ While RCS can be end-to-end encrypted, there is still a gap. The core RCS protocol doesn’t have default end-to-end encryption (E2EE), exposing messages. This means your message content and metadata are accessible to phone companies and law enforcement. What’s the deal with this lack of encryption? * **Metadata accessibility**: Even without reading your message, metadata reveals who you talk to, when, and how often. This can be exploited for surveillance or targeted attacks. * **Interception risks**: Unencrypted messages can be intercepted, leading to potential data breaches. * **Carrier and government access**: Without E2EE, carriers and governments can easily access your messages. They prefer this for surveillance and security reasons. Remember the AT&T data breach? It’s a prime example of what can go wrong when encryption isn’t a priority. Now, Google stepped in with its version of encryption using the Signal protocol. But it’s not a perfect fix. * **Google's implementation**: This encryption works only if both users are on Google Messages. * **Key server dependency**: It relies on Google’s central key server for key exchange. * **Carrier support**: Both users’ carriers need to support RCS for encryption to work. * **Blocking**: Carriers can block this encryption. * **Metadata**: The encryption doesn’t cover metadata, so some data remains exposed. Experts argue RCS should have had E2EE from the start. The current setup leaves a lot to be desired in terms of privacy. Google's attempt to add encryption helps but isn't universal. It requires both users to be on Google Messages and relies on Google's key server. This still leaves some data, like metadata, exposed. The core RCS protocol still has significant security gaps that need addressing. ### Recent developments and updates (Universal Profile 2.7) RCS is continually evolving. The latest update, Universal Profile 2.7, brings some exciting features that make messaging more interactive and secure. * **Enhanced messaging**: You can now enjoy a richer messaging experience with features like high-res photo sharing and larger file transfers. * **Message editing and recall**: Sent something you didn’t mean to? No worries. Edit or recall messages even after they’ve been sent. * **Advanced reactions**: Express yourself better with a wider range of message reactions. ### Privacy and compliance Encrypted communications are essential for meeting compliance standards in regulated industries. Regulations like [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7) and [HIPAA](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr) mandate stringent privacy requirements. * **Regulatory compliance**: Meets legal standards for data protection. * **Audit trails**: Provides traceable [communication logs](https://www.fyno.io/analytics) for compliance checks. * **User privacy**: Ensures user data remains confidential and protected. For businesses in healthcare, secure RCS messaging means patient information stays private. In finance, it's about protecting client data and maintaining trust. Compliance isn't just about avoiding fines; it's about showing your commitment to user privacy. > **Just as RCS supports stringent compliance with regulations, SMS communications must also meet regulatory standards. Discover more about [SMS compliance laws and best practices](https://www.fyno.io/blog/sms-compliance-laws-and-best-practices-complete-guide-2024-clxlu8qt0002no95uzbrc2rpa).** **Technical specifications and standards for RCS encryption** ------------------------------------------------------------- RCS encryption relies on strict technical standards for secure messaging. The GSMA plays a key role in setting these standards. Their Universal Profile provides a consistent framework for RCS across carriers and devices. ### Role of mobile network operators and device compatibility Mobile network operators (MNOs) are crucial for RCS. They put the GSMA standards into practice, making RCS available to users. MNOs handle: * **Standard compliance**: Following GSMA guidelines for RCS features. * **Security protocols**: Using encryption to protect messages. Device compatibility is a hurdle. Android has embraced RCS, but iOS lags behind. Work is ongoing to close this gap. To boost compatibility: * **Cross-platform support**: Developers are creating solutions for RCS on different operating systems. * **Carrier teamwork**: Operators work together to give users a smooth experience, no matter their device. For businesses looking to enhance their communication strategies, choosing the right notification system that integrates various channels, such as email, SMS, and push notifications, is essential. This integration ensures effective messaging and improved decision-making through advanced analytics. Despite these issues, RCS use is growing. As more carriers and device makers adopt RCS, we move towards a universal, secure messaging standard. Implementing RCS encryption --------------------------- Setting up RCS encryption is straightforward. Here's a quick guide: 1. **Check compatibility**: Ensure your messaging app and carrier support RCS. Not all devices and networks are ready for RCS yet. 2. **Update software**: Make sure your apps and devices are running the latest software versions. Updates often include essential security patches. 3. **Enable RCS**: Go to your messaging app settings. Look for the option to enable RCS or chat features. 4. **Verify encryption**: Once RCS is enabled, check if end-to-end encryption is active. Most apps will display a lock icon or similar indicator. 5. **Configure group chats**: If you use group chats, ensure each participant’s device supports encrypted RCS. This ensures everyone’s messages are secure. These steps help businesses quickly set up secure messaging. Keeping software updated and verifying encryption is critical for maintaining security. ### Challenges and considerations Implementing RCS encryption isn't without its hurdles. Here are some common challenges and tips to handle them: * **Interoperability issues**: RCS works best when all parties use compatible devices and networks. Encourage your customers to update their devices and carriers to support RCS. * **User experience**: Encryption can sometimes delay message delivery. Make sure your users understand the importance of these security measures. * **Data privacy regulations**: Different regions have different data privacy laws. Ensure your RCS implementation complies with local regulations like GDPR or HIPAA. * **Carrier limitations**: Some carriers may not fully support RCS features. Work closely with your carrier to troubleshoot and resolve any issues. For businesses looking to explore alternatives to traditional messaging systems, understanding [why WhatsApp is becoming a popular choice for transactional notifications](https://www.fyno.io/blog/why-whatsapp-is-a-great-alternative-to-sms-for-transactional-notifications) can provide valuable insights. Addressing these challenges ensures a smooth and secure messaging experience. With thoughtful implementation, businesses can leverage RCS encryption for reliable and secure communication. **Comparing RCS encryption with other messaging apps** ------------------------------------------------------ RCS encryption stacks up well against WhatsApp, Signal, and iMessage. Let's see how these platforms compare to RCS. * **WhatsApp**: WhatsApp offers end-to-end encryption for messages, voice, and video calls. It's privacy-focused but needs internet and a separate app. RCS, on the other hand, works right in your phone's default messaging app. * **Signal**: Signal is the go-to for security buffs. It uses end-to-end encryption and is open-source, letting anyone check its code. Again, similar to WhatsApp, you need to download it, whereas RCS comes built-in. * **iMessage**: Apple's service encrypts messages end-to-end, but it only works on Apple devices. It's smooth within the Apple world, but talking to non-Apple users can be tricky. RCS aims to work everywhere. RCS brings together the best parts of messaging. It's as simple as SMS but can do more, like share media and show read receipts. And it does all this with end-to-end encryption. Future of RCS encryption ------------------------ RCS encryption needs an upgrade. Future advancements must focus on making encrypted communication the default. Apple plans to support RCS in iOS 18 starting in 2024. This move aims to improve interoperability between iPhone and Android users. Apple's goal? To incorporate encryption into the RCS standard. The GSMA, the global association for mobile operators, is crucial here. They need to adopt modern cryptographic standards, including protecting metadata and preventing downgrade attacks. The shift to better encryption can't happen without their involvement. Legal challenges are part of the equation. Law enforcement and governments often oppose strong encryption, arguing it hinders their ability to monitor communications for security purposes. This creates a tug-of-war between privacy advocates and regulatory bodies. Here's what the future could look like: * **Interoperable encryption**: Encrypted messaging should work seamlessly across all devices and carriers. * **Metadata protection**: Encryption should cover not just messages but also metadata. * **Strong cryptographic standards**: Adopt robust standards to prevent downgrade attacks and ensure secure communication. * **Legal advocacy**: Ongoing efforts to balance privacy and regulatory needs. In short, the future of RCS hinges on stronger encryption standards and widespread adoption. The goal is clear: secure, private communication for everyone. Key takeaways ------------- RCS encryption is a mixed bag. While it offers modern messaging features, its lack of default end-to-end encryption (E2EE) raises serious security concerns. Here's a quick recap: * **Current state**: The core RCS protocol doesn't include default E2EE, leaving message content and metadata exposed to phone companies and law enforcement. * **Google's effort**: Google has implemented E2EE using the Signal protocol, but it only works if both users are on Google Messages and rely on Google's key servers. * **Privacy risks**: Without E2EE, your messages can be intercepted, and your metadata can be scrutinized, posing privacy risks. The future of RCS encryption hinges on several factors: * **Interoperability**: Encrypted messaging needs to work seamlessly across all devices and carriers. * **Metadata protection**: Encryption must cover not just the messages but also the metadata. * **Strong standards**: Adopting robust cryptographic standards is essential to prevent downgrade attacks and ensure secure communication. * **Legal balance**: A balance between privacy and regulatory needs requires ongoing advocacy and dialogue. While RCS has the potential to enhance user experience with advanced features, its security gaps need to be addressed. The push for better encryption standards and widespread adoption is key to making RCS a secure and reliable communication tool. Conclusion ---------- RCS encryption has made significant strides, but it's not perfect yet. The core tech of RCS doesn't have end-to-end encryption (E2EE) baked in, though Google is actively working on it. This gap means businesses need to be cautious about the type of communications they send via RCS. What can be sent safely? Non-sensitive communications like promotional messages, appointment reminders, and general updates are good to go. These don't require the extra layer of security that E2EE provides. Relying solely on RCS might not be the best move for sensitive data, like financial transactions or personal details. To ensure data protection, alternative secure channels, like encrypted email or apps with built-in E2EE, should be considered. Despite this, RCS still offers a robust platform for enhancing customer communication. The rich features like high-res photos, read receipts, and typing indicators can significantly improve user engagement. Plus, with Fyno's infrastructure, managing these communications becomes straightforward and dependable. [Let's see how?](https://app.fyno.io/login) --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Should I turn off RCS? The pros and cons of disabling RCS messaging Author: Tamilselvi Ramasamy Published: 2024-10-07 Category: Articles Tags: Communication experience, RCS URL: https://www.fyno.io/blog/null You’ve probably noticed the shift in how we text these days. Maybe you’ve even experienced sending a high-quality photo or seeing those three little dots bouncing as someone types a reply— all thanks to RCS, or Rich Communication Services. It’s like giving your plain old SMS a makeover with new features like read receipts, typing indicators, and multimedia sharing. But with all this added flair, you might be wondering is it truly enhancing your messaging experience, or is it just another way for tech companies to get you hooked on the latest trend? More importantly, should you even keep RCS enabled on your device? Disabling RCS isn't just a matter of hitting a switch in your settings; it’s a decision that could impact how you communicate. In this blog post, we’ll break down the pros and cons of turning off RCS messaging. From privacy concerns to compatibility issues and everything in between, we’ll explore whether sticking with the traditional SMS might actually be the smarter choice for you. By the end, you'll have a clear understanding of what works best for your messaging needs — whether it’s embracing the new or keeping things simple. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/cover-should-i-turn-off-rcs-chat-1728300351578-compressed.png) What is RCS messaging? ---------------------- RCS (Rich Communication Services) protocol elevates traditional texting into a richer, more interactive communication experience. Unlike standard SMS or MMS, RCS allows for dynamic conversations with features like read receipts, typing indicators, and high-resolution media sharing, enhancing the overall messaging experience. RCS messaging evolved from traditional SMS, introducing capabilities that significantly enhance communication. These features are not limited to high-end devices; even budget Android phones are now RCS-enabled. On Android platforms, RCS chats have become increasingly common, offering a seamless upgrade to the standard messaging experience without needing third-party apps without additional costs or complications. By providing a comprehensive messaging solution, RCS is setting a new standard for communication on Android devices. Whether sending a quick text or sharing important documents and images, RCS is designed to make the process more efficient and user-friendly. Benefits of RCS messaging for businesses ---------------------------------------- ### **1\. Enhanced security features** RCS messaging steps up security with end-to-end encryption, ensuring that only communicating users can read messages, which is crucial for businesses dealing with sensitive information. ### **2\. High-resolution media sharing** With RCS, businesses can send high-resolution media and messages over Wi-Fi or mobile data. This capability is vital for marketing and customer service, allowing for richer, more engaging content delivery. For example, logistics companies can send detailed images and videos in real-time, enhancing the accuracy of information exchanged. ### **3\. Streamlining communication** RCS can significantly streamline communication in environments with high customer volume. By supporting richer interactions, such as sending interactive messages and receiving read receipts, companies can manage customer interactions more effectively. Drawbacks of RCS messaging in business communications ----------------------------------------------------- ### 1\. Carrier limitations and data usage concerns While Rich Communication Services (RCS) offers enhanced messaging features, carrier limitations pose significant challenges. Not all mobile carriers support RCS, leading to inconsistencies in service availability. Furthermore, RCS relies on mobile data, which can increase costs and pose problems in areas with poor data connectivity. ### 2\. Device compatibility and integration challenges Device compatibility remains a critical issue with RCS messaging. Not all devices are equipped to handle RCS, which can lead to fragmented communication experiences both internally among employees and externally with clients. Additionally, integrating RCS with existing business systems often requires resources such as technical expertise, software and hardware upgrades, compatibility solutions, security enhancements, and change management efforts. These investments make RCS less attractive for companies looking for easy-to-implement solutions. ### 3\. Potential troubleshooting scenarios RCS messaging, while innovative, can introduce complex troubleshooting scenarios in professional settings. When issues arise — be it failed message delivery, file sharing issues, or synchronization problems — IT teams resolve these without a unified standard like SMS or email. Moreover, troubleshooting often requires understanding specific carrier-related or device compatibility issues, further complicating the resolution process. Confused about what's best for your enterprise messaging?  Read all about RCS vs SMS Messaging [Read more](https://www.fyno.io/blog/rcs-vs-sms)[Try Fyno](https://app.fyno.io/login) Impact of disabling RCS on business operations ---------------------------------------------- * **Loss of advanced features**: Transitioning from RCS to traditional SMS/MMS means losing advanced features like high-quality media sharing, group chats, read receipts, and chatbots, which can diminish the effectiveness of marketing and customer service strategies. * **Carrier and device compatibility**: RCS requires carrier support and compatible devices, which are not universally available. Disabling RCS may be necessary to ensure consistent communication across all devices and networks, especially in diverse operational regions. * **Data usage**: RCS consumes more data than traditional SMS/MMS. Companies looking to reduce data costs or operating in areas with limited data availability might disable RCS to better manage expenses. * **Resolving device issues**: Older or incompatible devices may face issues with RCS functionality, such as message delays or improper media display. Disabling RCS can provide a more reliable communication experience across such devices. Additionally, it is important to turn off RCS chat features on a previous device before transitioning to a new phone to prevent potential messaging issues. How to disable RCS messaging ---------------------------- Disabling RCS on Android and Samsung devices can be straightforward if you follow the right steps to turn off RCS messaging on Android devices. 1. First, open the Google Messages app on your device. This app usually serves as the default messaging app on Android phones. 2. Second, tap on the three-dot icon at the top right corner of the screen and select ‘Settings.’ From there, navigate to ‘Chat features’ and tap chat features. 3. Third, in the chat features section, you can enable or disable RCS messaging. To turn off RCS messaging, simply toggle the switch to ‘Off’. 4. Lastly, confirm your choice if prompted, and RCS will be turned off. Implications of turning off RCS in corporate devices ---------------------------------------------------- When RCS is disabled on corporate devices, it impacts the communication dynamics within the business environment. 1. Firstly, turning off RCS may reduce advanced messaging features like read receipts, high-resolution media sharing, and typing indicators. This can affect the immediacy and richness of communication among team members. 2. Secondly, disabling RCS might improve security by reducing the number of channels that need to be secured against [potential breaches](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7). However, it may also lead to a reliance on less secure or inefficient messaging systems, such as SMS or MMS. 3. Thirdly, IT departments must manage these settings centrally to avoid inconsistencies in organisational [customer communication tools](https://www.fyno.io/blog/what-is-customer-communication-management-ccm-and-why-is-it-important-clwz3c2hf00665fpeuox8je0k). Alternatives to RCS ------------------- When considering whether to turn off RCS (Rich Communication Services), exploring alternatives that still cater to modern messaging needs is helpful without relying solely on RCS. Here are a few options: 1. **Switch to other messaging apps:** If you’re not fully satisfied with your device’s default app, consider alternatives like Google Messages or Samsung’s messaging app, which support RCS features. These apps blend traditional SMS and advanced RCS functionalities, including read receipts and typing indicators. To enable these features, you may need to manually turn on RCS chats in the Google Messages app, especially when setting up a new device. 2. **Install a different SMS app:** Sometimes, the default messaging app on your device might not fully support RCS, or you might prefer a different user interface or additional features. In such cases, installing a third-party app supporting RCS could be beneficial. 3. **Revert to traditional SMS/MMS:** For those who find RCS unnecessary or too complex, [turning back to traditional SMS](https://www.fyno.io/blog/rcs-vs-sms#the-evolution-of-mobile-messaging) or MMS might be the simplest solution. This is particularly viable if your communication needs are basic, such as sending plain text messages or multimedia without requiring enhanced features like group chat updates or file sharing offered by RCS. Conclusion ---------- RCS messaging, also known as Rich Communication Services, enhances the traditional texting experience with features like end-to-end encryption and the ability to share high-quality media compared to standard SMS or MMS. However, RCS also comes with certain limitations. For one, it requires carrier support, which can be inconsistent across different regions and service providers. Additionally, RCS typically consumes more data, which might concern users with limited data plans. Deciding whether to disable RCS messaging hinges on your specific needs and preferences. If you value enhanced security and media-sharing capabilities, keeping RCS active is beneficial. On the other hand, if you face issues with carrier support or data usage, turning it off might be more practical.​ ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## RCS vs iMessage: Understanding the differences between the modern messaging frameworks Author: Karthik Pasupathy Published: 2024-10-07 Category: Articles Tags: RCS, iMessage URL: https://www.fyno.io/blog/rcs-vs-imessage-understanding-the-differences-between-the-modern-messaging-frameworks-cm1yvqr6j002j7b2ecs9sml07 The world of messaging is divided into two: green bubbles vs blue bubbles. It's not just a color preference – it's a technological divide that has been making headlines, sparking debates, and even generating memes. At this point, you know what we're talking about - RCS vs. iMessage. If you're an iPhone user, you're familiar with the sleek blue bubbles of iMessage. But send a text to your Android-using friend, and suddenly, you're in a sea of green. This isn't just about aesthetics; it represents a fundamental split in how our messages are sent and received. Enter RCS (Rich Communication Services) and iMessage – two powerful protocols that are reshaping not just how we chat with friends but also how businesses communicate with customers. For companies looking to stay ahead in [customer engagement](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement), understanding these protocols is no longer optional – it's essential. RCS is bringing rich, interactive features to Android messaging while iMessage continues to dominate the iOS ecosystem. Both are opening up new possibilities for businesses to connect with their audience in more meaningful ways. So, whether you're Team Green, Team Blue, or just a business owner trying to navigate this colourful messaging world, it's time to look beyond the bubble war. Let's dive into how RCS and iMessage are transforming business communication, and what it means for you. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/rcs-vs-1728298678923-compressed.png) Understanding RCS and iMessage ------------------------------ ### Rich Communication Services (RCS) RCS is the next evolution of SMS, bringing enhanced features to standard text messaging. Developed by Google as a universal standard, RCS aims to provide a rich messaging experience across all mobile devices and carriers. I don’t want to talk about the features of RCS or how it works, as we’ve already spoken about them in detail here. Let’s jump right into iMessage and then get down comparing the two messaging protocols. ### iMessage iMessage is Apple's proprietary messaging service. It offers a seamless, secure, and rich messaging experience for iOS users. While it's limited to Apple devices, its widespread adoption makes it a crucial channel for businesses targeting iPhone users. iMessage has features that are very similar to RCS, right from end-to-end encryption to rich media support, group chats, etc. Now that we’ve seen an overview about RCS and iMessage, it’s time to do a side-by-side comparison to see how they stack up against each other. RCS vs. iMessage: A Comparison ------------------------------ **Feature** **RCS** **iMessage** Platform Android (primarily) Apple devices only Media Sharing High-quality images and videos High-quality images and videos Read Receipts Yes Yes Typing Indicators Yes Yes Group Chats Up to 100 participants Up to 32 participants Business Features Verified profiles, interactive elements Business Chat for customer support Encryption End-to-end (when available) End-to-end Fallback SMS/MMS SMS/MMS (for non-Apple recipients) The business impact of RCS and iMessage --------------------------------------- For businesses, these advanced messaging protocols open up new avenues for customer engagement. This includes: **Enhanced customer experience**: Rich media and interactive elements allow for more engaging and informative conversations. **Improved brand trust**: Verified business profiles (in RCS) and official business accounts (in iMessage) help build customer confidence. **Streamlined customer support**: Interactive buttons and suggested replies can speed up issue resolution and improve customer satisfaction. **Higher engagement rates**: Rich media messages tend to have higher open and interaction rates compared to plain SMS. Challenges in implementing RCS and iMessage in your communication strategy -------------------------------------------------------------------------- While RCS and iMessage offer significant benefits, businesses face some challenges in integrating them into their customer communication strategy. The most common challenges are: * **Fragmentation**: RCS is not universally available across all carriers and devices, and iMessage, on the other hand, is available only for iOS users. So, a business will have to use multiple tools and manage separate content templates to reach out to users in these platforms. * **Technical complexity**: If you’re a business, implementing these protocols into your in-house notification systems might require [significant technical resources](https://www.fyno.io/integrations). * **Designing smart failover protocols:** Both RCS and iMessage depend on data connections and carrier support for proper functioning. Therefore, it's crucial to establish robust fallback or failover mechanisms to ensure message delivery in case of failure. This adds another layer of complexity to the implementation process. Bridging the gap with Fyno -------------------------- How will you approach your communication strategy when your users are split between RCS and other communication channels? This is where a [unified messaging platform](https://www.fyno.io/unified-communication-api) like Fyno becomes invaluable. Fyno simplifies the process of implementing and managing advanced messaging protocols for businesses. Here's how: 1. **Unified Messaging Interface**: Fyno provides a single platform to manage both [RCS and SMS messaging](https://www.fyno.io/blog/rcs-vs-sms), with the ability to integrate other channels like WhatsApp, email, etc. 2. **Smart Message Routing**: Automatically detect whether a recipient can receive RCS messages and [fallback](https://www.fyno.io/routing) to SMS or email when necessary. 3. **Rich Media Support**: Easily create and send messages with images, videos, and interactive elements across supported channels. 4. **Analytics and Insights**: Track message delivery, engagement rates, and user interactions to optimize your communication strategy. 5. **Customizable Workflows**: Design complex messaging flow[complex messaging flows](https://www.fyno.io/workflows) that leverage the best features of each protocol based on user preferences and device capabilities. 6. **Future-Proof Solution**: As messaging standards evolve, Fyno updates its platform to support new features and protocols, ensuring your business stays ahead of the curve. Embracing the future of messaging --------------------------------- As we move forward, the messaging landscape will likely continue to evolve. RCS will become more widely adopted, potentially becoming the new standard for messaging on Android devices. Meanwhile, iMessage will continue to play a crucial role in reaching iOS users. For businesses, the key to success lies in embracing these technologies while maintaining flexibility. By leveraging platforms like Fyno, companies can deliver exceptional customer experiences across all channels without spending too much time, effort, or resources. Ready to elevate your customer communication? Explore how Fyno can help you harness the power of RCS, iMessage, and other messaging channels to connect with your audience in more meaningful and effective ways. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## RCS vs SMS: The evolution of mobile messaging for modern enterprises Author: Karthik Pasupathy Published: 2024-10-04 Category: Articles Tags: SMS URL: https://www.fyno.io/blog/rcs-vs-sms At this point, you've probably heard the buzz about RCS. Or maybe you've been caught in the crossfire of the great “blue bubble vs. green bubble” debate. If not, let me do a quick recap. RCS, or Rich Communication Services, burst onto the scene as Google's answer to the ageing SMS. Think of it this way: SMS is like that reliable old flip phone you keep in a drawer 'just in case.' It always works, but it's pretty basic. RCS? It's the shiny new smartphone that does everything but make your coffee (though we hear that feature is coming in the next update). It's got the reliability of SMS but with the added pizzazz of read receipts, typing indicators, and the ability to send that perfect GIF reaction. And the best part? You don't need to download yet another instant messenger app to use it! But here's the million-dollar question: What would be the impact of RCS in the high-stakes world of business communication? Can it truly win over the SMS? Or are we just chasing the next shiny object? In this blog post, let’s dive deep into the RCS vs. SMS debate. We'll cut through the tech jargon, explore real-world applications, and help you decide whether it's time to jump on the RCS bandwagon or stick with SMS. By the end, you'll have a clear roadmap to plan the future of your business communication strategy. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/rcsvs-1728012533551-compressed.png) The evolution of mobile messaging --------------------------------- ### The birth of SMS Picture this: It's the 1990s. The internet is in its infancy, smartphones don't exist, and the height of mobile technology is a brick-sized cellphone with a tiny monochrome screen. In this world, SMS makes its debut, and it's nothing short of revolutionary. SMS, or Short Message Service, burst onto the scene, introducing the world to the concept of instant text communication. For the first time, people could send short, text messages directly to another person's phone – no phone call required. It was quick, it was quiet, and it changed the way we communicate, forever. Whether you were there to experience the dawn of SMS or you've grown up in a world where texting is as natural as breathing, it's difficult to overstate the impact of this technology. Simple, direct, and universally accessible, SMS quickly became the go-to method for quick communications, laying the groundwork for the messaging-centric world we live in today. ### Why businesses fell in love with SMS? As SMS gained widespread adoption among consumers, businesses quickly recognized its potential as a powerful communication tool. Here's why SMS became a darling of the business world: 1. **Unparalleled reach**: With SMS, businesses could reach almost anyone with a mobile phone, regardless of the device's capabilities or internet connectivity. 2. **High open rates**: SMS boasts impressive open rates of up to 98%, far surpassing email and other forms of digital communication. 3. **Instant readability**: Messages are typically read within three minutes of receipt, making SMS ideal for time-sensitive information. 4. **Cost-effective**: Compared to traditional advertising channels, SMS offered a budget-friendly way to reach customers directly. 5. **Versatility**: From appointment reminders to One-Time Passwords (OTPs), SMS could be used for a wide range of business communications. 6. **Simplicity**: With its 160-character limit, SMS forced businesses to craft clear, concise messages – a boon in an age of information overload. ### The need for RCS Despite its simplicity and widespread adoption, SMS was starting to feel like a relic in the age of smartphones. It came with many limitations, including a lack of [business communication security](https://www.fyno.io/blog/what-is-business-communication-security-comsec-importance-and-best-practices-clxlswbrg0027o95u9lcpgse6) features like encryption. RCS or (Rich Communication Services) was introduced to solve these problems. It was the much-needed, much-awaited upgrade for the SMS. RCS is designed to deliver what the users want. This includes: * **End-to-end encryption**: All the messages sent and received secure and private, which is one of the major upgrades when compared to SMS. * **Rich media support :** Users can send high-quality photos, videos, and files directly through their messaging app. * **Typing indicators**: Users can see when the other person is typing a response, a feature users love while having an interesting conversation with a friend or a critical conversation with customer support. * **Read receipts**: RCS indicates when your message has been read. * **Group chats**: Users can have conversations with multiple people within a group - something that wasn’t possible with SMS. * **Video calls**: RCS supports also video calls directly from the messaging app. * **Location sharing**: Users can share their location with others right from their messaging app, as they do on WhatsApp. * **In-app payments:** Users can send or request money within the chat. * **Cross-app connectivity**: Link to other apps like maps or browsers from within messages. * **One-tap replies**: Users can respond quickly with predefined messages or reactions. These features represent RCS’s significant leap forward from traditional SMS, addressing the evolving needs of users in an increasingly connected world. RCS vs. SMS: A detailed comparison ---------------------------------- Feature RCS SMS Message Content Supports rich media, including high-resolution images, videos, and audio messages Limited to 160 characters of plain text Character Limit Up to 8,000 characters per message 160 characters per message, longer messages split into multiple texts Media Capabilities Rich media support (images, videos, GIFs) No native support for media Delivery Confirmations Offers delivery confirmations No built-in delivery confirmations Read Receipts Available, enhancing communication transparency Not available Typing Indicators Shows when the other person is typing Not available Group Chat Advanced features with admin controls and seamless media sharing Limited capabilities, often carrier-dependent Business Messaging Verified sender profiles, custom branding, and rich card layouts Limited branding options, typically just the sender's name or number Security End-to-end encryption available for improved security Basic security with limited encryption Internet Dependency Requires data connection, can fall back to SMS when offline Works without internet connection. Uses cellular networks Device Compatibility Growing compatibility, but not yet universal Universal compatibility. Works on all mobile devices Carrier Compatibility Requires support from both device and carrier Supported by all carriers Cost for Businesses Potentially higher cost per message, but with increased engagement rates Generally lower cost per message, but can add up with high volume Interactivity Supports interactive buttons and suggested replies No interactive elements Branding Rich branding opportunities with logos and brand colors Limited to sender name/number Practical applications: When to use RCS vs. SMS ----------------------------------------------- ### SMS: Scenarios where it remains the top choice * Critical alerts and notifications * Wide-reaching campaigns requiring universal delivery * Simple, text-based communications * Situations where internet connectivity may be limited ### RCS: Leveraging advanced features for enhanced engagement * Product showcases with high-quality images and videos * Interactive customer support conversations * Appointment booking and management * Surveys and feedback collection The future landscape of mobile messaging ---------------------------------------- A lot of businesses have begun to see the value of RCS in their customer engagement strategy. With more carriers and device manufacturers adopting RCS, it is expected to become the new standard in messaging in the next couple of years. Businesses who currently rely on SMS heavily, should prepare for this shift to stay ahead of the curve. ### The potential phase-out of SMS While SMS isn't disappearing overnight, its role may diminish when RCS becomes more prevalent. However, SMS will likely remain a fallback option for the foreseeable future. ### Integration with AI, chatbots, and emerging technologies The rich features of RCS open up new possibilities for integration with AI-powered chatbots, voice assistants, and other emerging technologies, creating more sophisticated and personalized customer interactions. ### Implementing a dual RCS + SMS strategy for your business We’re not suggesting you ditch SMS and completely switch over to RCS. The right thing to do is to create a rich, powerful, and intuitive messaging experience for your customers using a combination of SMS and RCS.  ### Assess your communication needs Go back to the drawing board and take another look at your target audience, their age group, their preferences, and the type of message content that works for them. On the other hand, go through various customer scenarios where you use SMS and see how RCS improves the experience by 3X or 5X. This will give you a clear understanding of when to use SMS and when to use RCS. Best practices for implementing RCS as part of your messaging strategy ---------------------------------------------------------------------- * Come up with a list of scenarios or a customer segment where RCS would work best. * Start with a pilot program to test engagement and ROI. * Play around with various features, including building a branded theme, adding interactive features, and sending dynamic messages. * Understand the usefulness of your RCS strategy through [user interviews](https://interviewsidekick.com) or feedback surveys. * Build workflows to switch to SMS when RCS isn’t working or if messages are not getting delivered. Closely monitor the performance of your RCS campaigns and analyze how much value they have delivered compared to your current SMS strategies. If you see a clear win, you can start rolling out RCS for other scenarios in a phased manner. ### Maintaining SMS as a reliable fallback option While embracing RCS, don't neglect your SMS strategy. Maintain it as a [reliable fallback](https://www.fyno.io/blog/how-to-avert-notification-failures-a-guide-to-fintech-startups) to ensure all customers receive your messages, regardless of their device capabilities. Fyno: Streamlines RCS and SMS integration for optimal communication ------------------------------------------------------------------- Fyno offers a comprehensive solution for businesses looking to leverage both RCS and SMS in their communication strategies. Our platform provides a single interface to manage all your messaging needs. #### Benefits of managing RCS and SMS through a single interface * Simplified workflow for creating and sending messages * Consistent branding and messaging across both SMS and RCS channels * Unified analytics for better insights and decision-making * Seamless fallback from RCS to SMS when needed ### Advanced features for message delivery optimization Fyno's [intelligent routing](https://www.fyno.io/routing) ensures your messages are delivered through the most effective channel for each recipient, maximizing engagement and deliverability. ### Analytics and insights for performance tracking Our platform provides [detailed analytics](https://www.fyno.io/analytics) on message performance, helping you refine your communication strategy for better results. ### Powerful no-code workflow builder Fyno’s powerful [workflow builder](https://www.fyno.io/workflows) lets you build complex messaging experiences using both SMS and RCS. You can build smart workflows that can trigger RCS based on customer type, location, and preferences. You can also add fallback protocols to switch to SMS in case of message failure. ### Optimize workflows without touching your codebase Fyno’s [plug-and-play API](https://www.fyno.io/unified-communication-api) endpoints make it easy for you and your team to optimize RCS workflows without worrying about resource allocation, sprint planning, code changes and deployments. All you have to do is log into Fyno and make changes to the workflow - it can be anything from changing a messaging template to switching your RCS provider, and we’ll take care of the rest. Step into the future of business messaging, one message at a time ----------------------------------------------------------------- Remember, the world of business communication is ever-evolving. By embracing both RCS and SMS, and leveraging a unified platform like Fyno, you're not just keeping up – you're staying ahead of the curve. So, what are you thinking? Are you ready to transform your customer communications with RCS? If you’re thinking yes, talk to us to understand how we can help you. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## CCM vs. CRM: Understanding the difference and leveraging both for business success Author: Karthik Pasupathy Published: 2024-10-03 Category: Articles Meta Title: CCM vs CRM: Choosing the Right Customer Engagement Tools Meta Description: Learn the key differences between CRM and CCM systems, their unique benefits, and how to integrate both to enhance customer communication and experience Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/ccm-vs-crm Imagine you're at a party. You're having amazing conversations with dozens of guests. As you speak, you remember their names, preferences, and previous interactions to make sure that each person you speak to feels valued. Now, picture doing this with thousands, or even millions, of people simultaneously. Welcome to the world of modern business communication. The complex and ever-evolving ecosystem of customer relationships requires a ton of insights to make your prospects and customers feel special. And, businesses are increasingly using two major types of software platforms to achieve this feat: A Customer Relationship Management (CRM) software and a Customer Communications Management (CCM) software. While their acronyms may be similar, their roles in your business strategy can be as different as a whisper and a megaphone. But here's the million-dollar question: Do you need a CRM, a CCM, or both? And how do you leverage these tools to create a symphony of customer engagement rather than a cacophony of disjointed messages? In this comprehensive guide, we'll cut through the jargon and explore the unique strengths of CRM and CCM systems. We'll uncover how they differ, where they shine, and most importantly, how they can work together to transform your customer interactions. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/ccm-vs-1727955692968-compressed.jpg) Introduction to CCM and CRM --------------------------- Before we dive into the specifics, let's start by defining what is a CCM and a CRM software: ### Customer communications management (CCM) software ​[CCM](https://www.fyno.io/blog/what-is-customer-communication-management-ccm-and-why-is-it-important-clwz3c2hf00665fpeuox8je0k) is a strategy focusing on creating, managing, and delivering personalized customer communications across various channels. It's all about ensuring that your messages reach the right customers, through the right channels, at the right time. ### Customer relationship management (CRM) software CRM, on the other hand, is a technology used for managing all relationships and interactions with customers and potential customers, with increased emphasis on building a sales pipeline and tracking their progress. A CRM is a great tool for founders and sales teams to understand their customers and the factors that drive their purchase decisions. Key differences between CCM and CRM ----------------------------------- While both CCM and CRM are crucial for managing customer interactions, they serve different primary functions within an organization. Let's break down the key differences: ### CCM vs. CRM – What are the key differences? ### CRM features: 1. **Contact management**: CRM systems allow you to organize and maintain customer contact information, including names, addresses, phone numbers, and email addresses. 2. **Sales pipeline management**: CRMs help track potential sales opportunities through various stages of the sales process, from lead generation to closing deals. 3. **Customer interaction history**: CRM platforms record all interactions with customers, including calls, emails, and meetings, providing a comprehensive view of the customer relationship over time. 4. **Reporting and analytics**: CRMs offer robust reporting capabilities, allowing businesses to analyze sales trends, customer behaviour, and team performance. 5. **Task management**: Many CRM systems include features for assigning and tracking tasks related to customer interactions and sales processes. ### CCM features: 1. **Multi-channel communication management**: CCM systems enable businesses to create, manage, and deliver communications across various channels, including email, SMS, push notifications, and more. 2. **Template management**: CCM platforms provide centralized management of [communication templates](https://www.fyno.io/templates) for all channels, ensuring consistency across all customer touchpoints. 3. **Content personalization**: CCM systems allow for the creation of highly personalized communications based on customer data and [user preferences](https://docs.fyno.io/docs/user-preferences). 4. **Workflow automation**: CCM tools help automate communication processes, triggering messages based on specific events or customer actions. 5. **Compliance management**: Many CCM systems include features to ensure communications comply with industry regulations and standards. Comparison table of CCM and CRM features ---------------------------------------- To better illustrate the differences, here's a comparison table of key features: Feature CRM CCM**​** Primary Focus Managing customer relationships and sales processes Managing and optimizing customer communications Contact Management ✓ ✓ (Limited) Sales Pipeline Tracking ✓ ✗ Multichannel Communication ✗ ✓ Template Management ✗ ✓ Personalization Limited Advanced Workflow Automation Limited Advanced Compliance Management Limited Advanced Reporting and Analytics ✓ ✓ Benefits of using a CRM ----------------------- While CCM focuses on optimizing communications, CRM systems offer their own set of valuable benefits for businesses: ### Enhances customer understanding CRM systems provide a 360-degree view of customer interactions, allowing businesses to engage more effectively with their clients. By having access to a customer's complete history, including past conversations, meeting insights, and preferences, companies can tailor their approach to each individual customer. This personalized engagement leads to stronger relationships and better sales figures. ### Streamlines sales processes One of the primary benefits of CRM is its ability to streamline and optimize sales processes. CRM systems and [Business Central Implementation](https://www.aegissofttech.com/dynamics-365-business-central-Implementation.html) help sales teams manage their pipelines more effectively, track leads, and identify the most promising opportunities. By automating routine tasks and providing real-time insights into sales performance, CRMs enable sales teams to focus on what they do best – closing deals and growing revenue. ### Improves customer service CRM systems play a crucial role in enhancing customer service capabilities. By providing customer service representatives with instant access to a customer's complete history and preferences, CRMs enable faster, more personalized problem resolution. This improves customer satisfaction and also increases the efficiency of support teams. Benefits of using a CCM ----------------------- While CRM systems excel at managing customer relationships and sales processes, CCM brings its own set of benefits to the table: ### Personalized customer communication CCM systems take personalization to the next level. By leveraging customer data from various sources, including CRM systems, CCM platforms can create highly tailored communications that resonate with individual customers. This level of personalization goes beyond simply addressing a customer by name – it involves creating content that's relevant to their specific needs, preferences, and behaviours. ### Consistency across communication channels In today's omnichannel world, maintaining a consistent brand voice and message across all customer touchpoints is crucial. CCM systems help ensure that every email, SMS, or in-app notification a customer receives has a consistent tone and style. ### Better customer experience By delivering the right message through the right channel at the right time, CCM systems significantly enhance the overall customer experience. They enable businesses to create seamless, personalized customer journeys that guide customers from initial interest to purchase. ### Improved deliverability CCM platforms often include various features such as throttling, failover workflows, etc. to [optimize message deliverability](https://www.fyno.io/100-deliverability). This is particularly important for business critical communications such as transaction alerts, delivering One-Time Passwords (OTPs), and service messages. Improving deliverability will enhance customer experience and reduce operational and financial overheads for the company. ### Lower operating expenses By optimizing communication workflows and leveraging the most cost-effective channels for each type of message, CCM systems can help businesses reduce their overall communication costs. For example, a CCM might automatically choose to send a notification via a push notification (which is free) rather than an SMS (which has a cost per message) when appropriate. ### Elimination of engineering overheads CCM systems often provide user-friendly interfaces that allow non-technical team members to create, edit, and manage communication templates and [workflows](https://docs.fyno.io/docs/workflows). This reduces the burden on engineering teams, freeing them up to focus on core product development rather than routine communication tasks. How does CCM complement CRM? ---------------------------- While CRM and CCM systems serve different functions, they can work together synergistically to offer a more comprehensive approach to customer management: ### Integrating CCM with CRM for effective customer management When integrated effectively, CCM and CRM systems can create a powerful ecosystem for managing customer relationships and communications. The CRM system serves as the central repository for customer data, including contact information, interaction history, and sales opportunities. The CCM system then leverages this data to create and deliver highly personalized, timely, and relevant communications across various channels. This integration allows businesses to: 1. Create more targeted and effective marketing campaigns based on CRM data 2. Automate personalized follow-ups and after-sales interactions, which can be recorded in the CRM 3. Trigger appropriate communications based on changes in customer status or behaviour tracked in the CRM 4. Provide customer service representatives with a complete view of all communications sent to customers, offering insights on which type of communication works well with the customers. Factors to consider when choosing between CRM and CCM ----------------------------------------------------- When deciding between CCM and CRM, or considering implementing both, it's important to carefully evaluate your business needs and objectives. Here are some key factors to consider: ### Business needs and objectives Start by clearly defining your primary business goals. Are you looking to improve sales processes and customer relationship management? In that case, using a CRM should be your priority. Instead, if your focus is on enhancing and personalizing customer communications across multiple channels, a CCM system might be more appropriate. But several businesses use both CCM and CRM tools to fully optimize their customer management and communication strategies. ### Communication volume and complexity Consider the volume and complexity of your customer communications. If you're sending a high volume of personalized messages across multiple channels, a CCM system becomes increasingly valuable. For businesses with simpler communication needs, the basic communication features of a CRM might suffice. ### Regulatory and compliance requirements If your industry is heavily regulated (like finance or healthcare), a CCM system with robust compliance management features might be essential. These systems can help ensure that all communications adhere to relevant regulations and standards. How can Fyno help ----------------- When it comes to customer communications management, Fyno offers a powerful, flexible solution designed to meet the needs of modern businesses. Features and benefits of using Fyno as a CCM -------------------------------------------- 1. **Unified communication hub**: [Fyno](https://www.fyno.io/) provides a centralized platform for managing all your customer communications, including email, SMS, push notifications, and more. 2. **Intelligent channel selection:** Fyno's [opti-channel approach](https://www.fyno.io/routing) ensures messages are sent through the most effective channel for each customer and scenario. 3. **Advanced personalization:** Leverage customer data to create highly personalized messages that resonate with individual recipients. 4. **Workflow automation:** Design and implement complex communication [workflows](https://www.fyno.io/workflows) that trigger based on customer actions or events. 5. **Template management**: Centrally manage and update [communication templates](https://www.fyno.io/templates), ensuring consistency across all channels. 6. **Analytics and reporting:** Gain insights into the performance of your communication strategies with comprehensive [analytics](https://www.fyno.io/analytics) and reporting tools. 7. **Seamless integration:** Fyno easily integrates with popular CRM systems and other business tools, creating a cohesive ecosystem for customer management. 8. **Flexibility and scalability:** Fyno's modular architecture allows businesses to start with the features they need and scale as their requirements grow. 9. **Early access to new features**: Fyno is committed to staying at the forefront of CCM technology, regularly introducing new features and integrations to meet evolving business needs. Fyno is also a [Meta-verified](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) tech partner — means that you will get access to the latest [WhatsApp](https://www.fyno.io/blog/whatsapp-vs-whatsapp-business-a-head-to-head-comparison-for-your-business-needs-clzvl6xeg004w103abeitt930) features, for example, [WhatsApp Flows](https://www.fyno.io/whatsapp-flows) before others. 10. **Dedicated support**: Fyno offers comprehensive support and guidance to ensure the successful implementation and optimization of your CCM strategy. By choosing Fyno, you're not just getting a CCM platform – you're getting a comprehensive solution that addresses the complex challenges of modern customer communication, enabling you to deliver exceptional experiences while staying compliant and avoiding operational and financial overheads. Ready to transform your customer communications strategy? Explore how Fyno can help you achieve your goals. Contact us today for a personalized demo and discover the power of intelligent, multi-channel customer communications management. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Essential guide to building a secure and scalable OTP message delivery system Author: Karthik Pasupathy Published: 2024-10-01 Category: Articles Meta Title: Building a secure and scalable OTP message delivery system Meta Description: Learn how OTP messages protect transactions in India and why they’re essential for security. Discover how Fyno ensures fast, reliable OTP message delivery. Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/secure-and-scalable-otp-message-delivery-system In India, OTP means trust. With billions of e-commerce and banking transactions happening each year, several millions lost in fraud and scams, and a large portion of the country's population not being tech-savvy, the only line of defense that stands between the people and their products or money is an OTP message. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/otp-message-delivery-guide-1727756160103-compressed.png) What is an OTP? --------------- OTP or One-time Password is a type of authentication where a unique code is sent to the user via SMS, email, WhatsApp, or push notification before they attempt to log into their account or complete a transaction in order to verify their identity. In most cases, OTPs are used as an additional authentication mechanism apart from the user’s password. OTPs are also known as 2FA (2-Factor Authentication) or One-Time Pin in different parts of the world. Common use cases for OTP messages --------------------------------- OTP messages, or One-Time Passwords, are commonly used for the following scenarios: * Ticket booking * Money transfer * Delivery of high-value goods * Service initiation and completion * Address or phone number change * Logging into government portals * International transactions * Ride-hailing apps OTP message delivery channels ----------------------------- There are several channels for sending OTP messages, each with its pros and cons: 1. **SMS**: Simple, fast, and reliable — the reason it is one of the most commonly used authentication methods by banks, financial institutions, and other government bodies. The only issue is that SMS campaigns have a 98% delivery rate. But when it comes to delivering OTP messages, the success rate should be 100%. So, many businesses use a combination of channels to deliver OTPs. 2. **Email**: Many businesses and service providers use email as an additional authentication channel besides [SMS authentication](https://www.fyno.io/blog/what-is-sms-authentication-and-how-secure-is-it-clywqr0ic006vnvor732r8tzs). This is helpful in scenarios where the user travels abroad and doesn't have access to their mobile number or network. Outside of this, many B2B software companies use email as their only channel to send OTP messages for login and password reset. 3. **WhatsApp**: A recent yet widely adopted and fast-growing channel for delivering OTP messages, especially used by e-commerce businesses and D2C brands to send OTPs that need to be shared with the delivery partner. 4. **Push/In-App Notifications**: [Push/in-app notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) are commonly used by ride-hailing apps, home services companies, food delivery businesses, etc., to track the beginning/end of a transaction. However, as a backup, these companies even use another channel, such as SMS, to deliver OTP messages. What should you look for in a scalable, robust, OTP message delivery system? ---------------------------------------------------------------------------- To build a robust and scalable OTP message delivery system, you need to look at the following factors. ### **100% deliverability** Ensuring that all OTP messages are actually delivered to users is paramount. This requires close integration with reliable service providers and continuous monitoring. Undelivered OTP messages might not allow the users to complete their transaction, and hence will lead to user frustration and churn. **Real-time delivery** OTP messages need to arrive almost instantly. Because refreshing the messages app and waiting for the OTP, or clicking the “Resend OTP” option to receive a couple of [transactional messages](https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3) for the same process and not knowing which one to use, is a frustrating experience. Delays in receiving OTPs can result in loss of revenue, added logistics cost, or [cart abandonment](https://www.fyno.io/blog/are-abandoned-cart-emails-transactional-or-marketing-a-complete-guide-clwp1ahfm000rdn4bm80wvq10). So, businesses will have to choose delivery channel(s) that are optimized for speed and have a track record for performance. **Callback management** The OTP system should have the necessary systems in place to gracefully handle delivery failures and retry sending the OTP message. ### **Failover protocols** A robust OTP delivery system shouldn’t rely on a single delivery method. It needs to have an automated failover system that switches to a secondary provider or an alternate channel if the primary channel is unresponsive or throttled. This maximizes successful delivery of OTP messages. ### **Observability** The best way to optimize the performance of a message delivery system is by getting real-time visibility into the entire OTP message delivery flow. The system you have in place should allow you to [monitor key metrics](https://www.fyno.io/analytics) like delivery rate, latency, and failures, and alert on any degradations or issues in performance for proactive resolution. ### **Scalability** The system you have in place should be instantly scalable based on demand. Because, in a consumer business the transaction volume can go up or down based on various factors like the time of the month, season, festivals, etc. So, having an OTP delivery system that scales with the demand without requiring any additional developer assistance is a must-have for businesses. Fyno: Your intelligent OTP message delivery platform ---------------------------------------------------- Building a robust and scalable OTP message delivery system in-house is complex and resource-intensive. That's where Fyno comes in — a smart opti-channel solution designed to streamline your OTP workflows. Fyno is built to excel at all the key parameters we’ve discussed above. Let’s look at them one by one. 1. **Guaranteed deliverability**: Fyno's direct integration with leading service providers, ensures reliable delivery of your OTP messages via SMS. And, being a Meta-verified tech partner, Fyno makes it easy and effortless in helping you integrate WhatsApp as an alternate channel for OTP message delivery. You can add multiple service providers, and our intelligent routing engine dynamically selects the optimal service providers or channels based on real-time delivery metrics, pushing your success rate to [100% deliverability](https://www.fyno.io/100-deliverability). 2. **On-time delivery, every time**: Fyno’s zero-latency architecture ensures near-instant OTP message delivery. Give your users the immediate, frictionless authentication experience they expect, driving higher conversion and satisfaction. 3. **Automated failover systems**: Never miss a critical OTP message again. Fyno continuously monitors the health and responsiveness of each delivery channel, automatically switching to a backup option if the primary one is underperforming or unresponsive. You can choose the backup option to be another service provider or a different communication channel based on the scenario. You can also create multiple workflows based on the type of customer, their location, or their communication preferences. 4. **Granular observability**: Take the guesswork out of your OTP message flows. Fyno provides intuitive, real-time dashboards displaying key metrics like delivery rate, latency, and failures across all your channels. Use our logs and reports to identify and resolve any issues before they impact your users. 5. **Effortless scalability**: Whether you're sending a hundred OTP messages or a hundred million, Fyno scales effortlessly with your business. Our rigorously tested platform is designed to handle massive volumes without breaking a sweat. 6. **Seamless integration**: Fyno works with your existing authentication systems, not against them. Our flexible APIs and webhooks make integration a breeze, so you can start supercharging your OTP message delivery in no time. By leveraging Fyno's state-of-the-art notification infrastructure platform, you can provide your users with a lightning-fast, frictionless OTP authentication experience. Ready to streamline your OTP message delivery and give your users the world-class authentication experience they deserve? Get in touch with us for a personalized demo and see how Fyno can transform your OTP message flows. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The ultimate guide to understanding SMS consent: Best practices for compliance Author: Tamilselvi Ramasamy Published: 2024-08-15 Category: Articles Meta Title: Understanding SMS Consent: Legal Requirements & Best Practices Meta Description: Learn about SMS consent, its legal importance, and best practices for obtaining and managing consent to ensure compliance and build trust with your customers. Tags: Communication experience, Customer communication, SMS URL: https://www.fyno.io/blog/the-ultimate-guide-to-understanding-sms-consent-best-practices-for-compliance-clzvmjpwt004y103a3s24xpv6 **What is SMS consent?** ------------------------ SMS consent is the foundation of ethical and legal customer communications. It refers to the explicit permission customers provide to businesses before receiving promotional or transactional messages via text. This consent is crucial not only to comply with legal standards but also to maintain trust and transparency with your customers. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-25-from-reduceimages-1723747405114-compressed.jpg) ### **Who sets the rules?** Several key organizations govern the regulation of SMS consent: 1. **Federal Trade Commission (FTC)**: Enforces rules against deceptive and unfair business practices. 2. **Federal Communications Commission (FCC)**: Oversees communications via radio, television, wire, satellite, and cable across the United States. 3. **Cellular Telecommunications Industry Association (CTIA)**: Provides industry guidelines and best practices for wireless communication. The Legal framework for SMS consent ----------------------------------- Key regulations governing SMS consent include the Telephone Consumer Protection Act (TCPA) in the United States, which mandates clear and explicit customer consent before sending promotional messages. This legal framework ensures businesses respect consumer privacy and adhere to ethical marketing practices. ### **Express written consent requirements** Obtaining explicit written consent is not just a regulatory formality but a cornerstone of trust between a business and its customers. Here are scenarios where it is particularly necessary: 1. **Promotional campaigns**: A business must have explicit written consent before sending any promotional SMS, typically through an opt-in message. It is also important to inform subscribers that message and data rates may apply. 2. **Transactional messages**: Although [transactional messages](https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3) or SMS, such as order confirmations and appointment reminders, may not always require prior consent, best practice encourages transparency about message frequency and opt-out options. Best practices for obtaining SMS consent ---------------------------------------- For businesses to ensure compliance with SMS legal requirements and build a robust and engaged subscriber base, there are a few best practices. Some of them are as belows. Implementing effective SMS marketing opt-ins is crucial. This includes obtaining explicit consent from customers through various methods such as popup forms, keyword promotions, website landing pages, footer forms, checkbox selections, and mobile QR codes. Utilizing a double opt-in process is essential to ensure compliance and build trust with consumers. ### Methods for obtaining consent 1. **Text-to-join campaigns**: Encourage customers to send a keyword to a short code, granting consent to receive SMS messages. This method is popular among retailers and event organizers to quickly build a list of engaged subscribers. 2. **Web forms**: Embed consent forms on your website, ensuring visitors can easily opt-in to receive SMS communications. Highlight the value they get from signing up, such as exclusive updates or special offers. 3. **In-person sign-ups**: Utilize paper forms or digital kiosks at physical locations. Train staff to explain the benefits clearly and ensure the customer’s understanding and consent. While obtaining consent is super important, it is necessary to be flexible with opt-out options too. Clearly provide opt-out instructions in all consent methods. Use standardized words like 'STOP' and 'CANCEL' to facilitate the opt-out process. Confirm successful unsubscription to maintain compliance and consumer trust. ### Advanced consent strategies 1. **Double opt-in**: Enhance the accuracy of consent by requiring a confirmation response from the subscriber. This method not only verifies the intent but also protects against accidental sign-ups. Additionally, it ensures that subscribers agree to receive promotional messages, which is crucial for compliance with regulations like the TCPA. 2. **Segmentation and personalization**: Use advanced data analytics to segment audiences based on their interests and behaviors. Tailor consent requests to fit the individual’s likely preferences, increasing the chances of obtaining consent. 3. **Regular consent updates**: Periodically verify consent with your SMS list to maintain compliance and trust. This practice helps in aligning with evolving regulations and customer expectations. Content guidelines and prohibitions in SMS marketing ---------------------------------------------------- SMS marketing requires adherence to specific content guidelines and legal restrictions to ensure compliance and respect for consumer privacy. Understanding these rules is critical for deploying effective and lawful campaigns. It is essential to obtain express written consent to send promotional messages that promote products or services, ensuring compliance with TCPA laws and maintaining up-to-date SMS distribution lists. 1. **Understanding SMS consent:-** SMS consent is a legal requirement that ensures recipients have knowingly agreed to receive messages from your business. This consent must be clear, informed, and documented, whether obtained through an opt-in message or written agreement​. 2. **Importance of clear language:-** When requesting SMS consent, the language used should be straightforward and concise, explicitly stating what the recipient is agreeing to. This transparency helps in building trust and complying with legal standards such as the Telephone Consumer Protection Act (TCPA). ### Messaging types and their compliance Differentiating between message types — promotional, transactional, and informational — is crucial as each category has distinct compliance requirements. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-26-1723747453487-compressed.png) 1. **Promotional messages**: These include advertisements or marketing messages intended to promote a product or service. Promotional text messages typically include sales-related content and require express written consent from consumers before sending, as they are often not critical to the recipient​. 2. **Transactional messages**: These are messages that contain information the recipient needs, related to ongoing transactions or services, such as appointment reminders or shipping notifications. Consent for transactional messages can be part of the service agreement. 3. **Informational messages**: These messages provide valuable information without direct promotional content. Examples include weather alerts or public safety announcements. Depending on context, these may not always require prior consent​. ### Prohibited content and campaigns Understanding what content is strictly prohibited is essential for maintaining compliance and protecting your brand’s reputation. 1. **Prohibited content**: Content that is illegal, deceptive, or harmful, including hate speech, fraudulent schemes, or adult content, is banned under most SMS regulations. The industry often refers to these as SHAFT categories (Sex, Hate, Alcohol, Firearms, and Tobacco). 2. **Monitoring and enforcement**: Regular audits and compliance checks can help ensure that no prohibited content is accidentally sent. It’s vital to stay updated with the changing regulations and industry standards to avoid potential legal issues​. Implementing SMS consent practices ---------------------------------- SMS consent involves obtaining permission from individuals before sending them marketing or transactional messages via SMS. This is not just a legal obligation but also a best practice in maintaining transparent communication with your consumers. Additionally, businesses must ensure that their text messaging practices comply with regulations, which mandates obtaining proper consent and being transparent about the purpose and nature of the messages sent. ### Clear and conspicuous notices 1. **Visibility is key**: Ensure that your consent notices are prominently displayed, not hidden within fine print. Clear notices inform consumers upfront about what messages they will receive, which can include everything from appointment reminders to promotional offers. This transparency not only complies with regulations like the Telephone Consumer Protection Act but also enhances customer trust. 2. **Simple language**: Use straightforward and easily understandable language when detailing the consent agreement. This means avoiding legal jargon that could confuse potential subscribers. For instance, instead of "acquiesce to receive," simply use "agree to receive." 3. **Explicit details**: Clearly state what kind of messages the subscribers will receive, whether they are transactional or promotional SMS, and how frequently these messages will be sent. This clarity helps in setting the right expectations and assures the consumer of their control over the communication they are opting into. ### Confirming subscription expectations 1. **Immediate confirmation**: Send a confirmation message immediately after a user opts in. This not only confirms their subscription but also reinforces the transparency of your SMS program. A typical confirmation message might read, "Thanks for subscribing to updates from \[Your Company\]! You'll receive monthly updates on our latest offers. Reply STOP to unsubscribe at any time." 2. **Welcome messages**: Following the initial confirmation, send a welcome SMS. This message should thank the subscriber for opting in and provide a brief overview of what they can expect. It's also a good practice to include a contact point for customer service in case they have questions or need assistance. For example, "Welcome to \[Your Company\]! We look forward to keeping you updated with the latest news and exclusive offers. Need help? Contact us at \[phone number\]." Practical examples and templates for SMS consent ------------------------------------------------ When establishing a framework for SMS consent, businesses must ensure compliance with legal standards while engaging effectively with their audience. It is crucial to obtain consent before sending any promotional or informational text message to ensure compliance with regulations such as the TCPA. Below, we explore practical examples and customizable templates designed to meet these requirements, especially within sectors like BFSI and logistics. ### SMS opt-in examples 1. **Text-to-join**: A simple yet effective example for banks could be, "Text 'JOIN' to 12345 to receive updates on your account status and exclusive offers from \[Bank Name\]." This opt-in method clarifies the consent directly and is easy for customers to understand. 2. **Web form opt-in**: For logistics, a web form on a company's website might include a checkbox that users must tick to opt-in, accompanied by text such as, "I agree to receive shipment updates and promotional offers via SMS from \[Logistics Company\]." This method ensures that consent is explicit and documented. In both cases, it's crucial to provide clear information on the nature of the messages and how often they will be sent, ensuring transparency and adherence to [SMS compliance](https://www.fyno.io/blog/sms-compliance-laws-and-best-practices-complete-guide-2024-clxlu8qt0002no95uzbrc2rpa) guidelines. ### Customizable Opt-in Templates 1. **For BFSI**: A customisable template might look like: * **Header**: SMS Communication Consent * **Body**: "I consent to receive automated texts from \[Bank Name\] regarding my account. I understand that I am not required to provide this consent as a condition of purchasing any goods or services." * **Opt-out information**: "Reply STOP to unsubscribe at any time." 2. **For Logistics**: A similar template could be adapted for logistics needs: * **Header**: Agreement to Receive SMS Notifications * **Body**: "I agree to receive text messages from \[Logistics Company\] regarding order tracking and occasional promotions. Message frequency varies." * **Opt-out clause**: "Text STOP to cancel." These templates should be customizable to reflect the specific compliance needs of the business and the preferences of its customers. They must also include an explicit acknowledgment of consent to comply with regulations such as the Telephone Consumer Protection Act (TCPA). Maintaining compliance over time -------------------------------- As regulations evolve, such as the recent updates to the TCPA to include a new rule referred to as the "one-to-one" consent requirement, it is critical to review and update your consent forms and procedures. This rule requires that consent to receive marketing communications via text must be granted directly and specifically to each individual company, rather than through broad or blanket consent mechanisms. This includes clarifying consent language and ensuring that your opt-out mechanisms are visible and easy to use​. 1. **Stay informed:** Regularly review updates from regulatory bodies like the FCC to ensure your practices comply with new rules. For instance, the "one-to-one" consent requirement now mandates that consumers explicitly select which businesses can contact them, a move to enhance consumer control over personal data​. 2. **Revise consent forms:** Update your SMS consent forms to be clear and unambiguous. This includes providing explicit details about the type of messages consumers are agreeing to receive and ensuring that consent is obtained for each distinct type of communication​. 3. **Train your team:** Ensure that all team members, especially those involved in direct consumer interactions, are trained on the latest regulations and consent practices. This helps prevent compliance slips and enhances the overall integrity of your consent process​. ### Handling SMS consent data updates Managing and updating SMS consent data effectively is crucial to avoid sending messages to those who have opted out or whose preferences have changed. This is particularly important after merging contact lists or when individuals update their consent preferences. 1. **Regular audits:** Conduct frequent audits of your consent records to ensure accuracy. Remove outdated or incorrect entries, and update your lists to reflect current consumer preferences. 2. **Clear opt-out options:** Provide easy and accessible methods for consumers to withdraw consent. This includes simple SMS keywords like "STOP" and ensuring that opt-out requests are processed promptly. 3. **Confirmation messages:** Send confirmation messages to subscribers who update their preferences. This reassures them that their new preferences have been recorded and will be respected​. Conclusion ---------- Ensuring compliance with SMS consent guidelines not only adheres to legal requirements but also reinforces trust with your audience. Incorporating clear opt-in processes, regularly conducting compliance reviews, and leveraging platforms like Fyno for secure, customisable messaging solutions can enhance customer engagement and maintain robust data protection​. FAQs ---- ### **1\. What is SMS consent, and why is it important?** SMS consent is the explicit permission a customer gives to receive text messages from a business. It is crucial because it ensures legal compliance and builds trust between the business and its customers. ### **2\. Who regulates SMS consent?** SMS consent is regulated by organizations like the Federal Trade Commission (FTC), Federal Communications Commission (FCC), and Cellular Telecommunications Industry Association (CTIA), which set the rules for ethical and legal communication practices. ### **3\. What are the legal requirements for obtaining SMS consent?** The Telephone Consumer Protection Act (TCPA) in the United States mandates that businesses must obtain clear and explicit consent from customers before sending promotional SMS messages. ### **4\. When is express written consent required?** Express written consent is required for sending promotional SMS messages, ensuring that customers knowingly agree to receive such communications. Transactional messages may not always require prior consent but should still be transparent. ### **5\. What are some best practices for obtaining SMS consent?** Best practices include using clear opt-in methods like text-to-join campaigns, web forms, and in-person sign-ups, along with implementing a double opt-in process to verify consent. ### **6\. How can businesses ensure compliance with SMS consent regulations?** Businesses can ensure compliance by using clear and conspicuous notices, obtaining explicit written consent, offering easy opt-out options, and regularly updating consent data. ### **7\. What should be included in an SMS opt-in confirmation message?** An SMS opt-in confirmation message should thank the customer for subscribing, briefly outline what types of messages they will receive, and provide clear instructions on how to opt out if they choose to do so. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Top tips for DLT registration: A step-by-step guide Author: Tamilselvi Ramasamy Published: 2024-08-15 Category: Articles Meta Title: Understanding DLT Registration for SMS Communication Meta Description: Learn about DLT registration, its importance for SMS compliance, and how it enhances communication security and transparency in telemarketing. Tags: Insights, Customer communication, SMS URL: https://www.fyno.io/blog/top-tips-for-dlt-registration-a-step-by-step-guide-clzvm0t5x004x103afq1aiql1 **What is DLT registration?** ----------------------------- Distributed Ledger Technology (DLT) is a **blockchain-based registration system designed to enhance the integrity and security of digital communications,** particularly in sectors like telemarketing. DLT provides a robust framework for recording and verifying transactions without centralised control, promoting transparency and reducing fraud. This technology ensures that every network participant can access a consistent copy of the ledger, decreasing the risk of tampering and unauthorised data modifications. Such systems are especially crucial in environments where data integrity and transparency are paramount, such as financial services and healthcare. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-23-1723746663226-compressed.png) ### Why is DLT registration crucial? For businesses engaged in telemarketing and bulk communication, DLT registration plays a pivotal role in complying with regulatory requirements and enhancing customer trust. By registering on a DLT platform, entities can manage and authenticate their communication templates and sender IDs, ensuring their bulk SMS messages are delivered without being flagged as spam. This registration is crucial in controlling SMS spam, a significant issue in countries with many mobile users and extensive telemarketing activities. For example, the Telecom Regulatory Authority of India (TRAI) mandates DLT registration to curb unsolicited commercial communication, safeguarding both consumers’ interests and businesses’ reputations. Getting started with DLT registration ------------------------------------- Before diving into Distributed Ledger Technology (DLT) registration, it's crucial to understand its significance. DLT registration ensures the legitimacy and compliance of your SMS campaigns, enhancing transparency and reducing spam. It involves several stakeholders, including service providers, telecom operators, and regulatory bodies like the Telecom Regulatory Authority of India (TRAI). ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-24-1723746711903-compressed.png) ### Preparing for DLT registration: **Required documents and registration** To kickstart your DLT registration, gather essential documents, including your business PAN, GST certificate, and proof of address, such as a utility bill or bank statement. You’ll also need an authorization letter and identification documents such as an Aadhar card or voter ID. It is crucial to register on DLT platform to ensure compliance with telecom regulations and avoid common registration issues. For SMS headers and Voice CLIs, register your sender ID—a unique identifier for your business to send SMS or voice messages. This ID will represent your brand in communications and is crucial for ensuring that your messages are recognized as legitimate. ### **Sender ID registration** 1. **Entity registration**: Start by registering your business as a principal entity on a telecom service provider’s DLT platform. This involves submitting your company’s details along with the necessary documents. 2. **Sender ID registration**: Create a sender ID for your SMS campaigns once your entity is registered. This ID is crucial for all promotional, transactional, and service messages. Each type requires specific formats and prerequisites, especially regarding content and recipient consent. 3. **Template registration**: Register the templates of your SMS messages for approval. This ensures that your messages adhere to regulatory standards and are clear of any misleading or unauthorized content. Registering a template on DLT is a mandatory step for Principal Entities to acquire consent from subscribers. Each template will receive a unique template ID post-approval, which is necessary for sending messages. To learn in detail about the steps to register, we have written a separate blog to explain [how to register on DLT](https://www.fyno.io/blog/navigating-the-complexities-of-dlt-registration-with-fyno-clutc3d93005b26aodqmr1zic#what-is-dlt). Streamline your DLT approvals with Fyno  Say goodbye to juggling multiple DLT logins, manage all your approvals in one place with Fyno [See how](https://app.fyno.io/login)[Talk to us](https://www.fyno.io/schedule-demo) Mastering content template registration --------------------------------------- To begin with, ensure you understand the template requirements as mandated by the Telecom Regulatory Authority of India (TRAI). This includes clearly defining specific information like the sender ID and message content. The typical time frame for DLT template approval ranges between 3-7 days, and potential delays due to queue backlogs should be anticipated. ### 4 tips for creating effective content templates 1. **Define the purpose**: Start by clearly defining the purpose of your message. You need to ensure that whether it’s a transaction notification or a promotional message, the clarity of purpose aligns with the user’s expectations and compliance standards. 2. **Keep it concise**: A content template should be concise and to the point. Ensure the message is easy to read and understand, avoiding unnecessary jargon or complex language. 3. **Include call-to-action (CTA)**: If applicable, incorporate a strong call to action. This could be a prompt to visit a website, a request to confirm receipt or any action you want the recipient to take. 4. **Use dynamic fields wisely**: Use dynamic fields for templates that require personalization, like names or appointment dates. This allows you to customise messages for each recipient without needing multiple templates. **Example**: A bank informs its customers about a scheduled downtime via SMS, using a template that clearly states the reason for the message and provides a timeframe, enhancing transparency and trust. ### Uploading and registering content templates 1. **Prepare your template**: Before uploading, double-check your template for compliance with DLT guidelines. This includes having the correct sender ID and ensuring the content adheres to the regulatory standards. 2. **Upload to the DLT platform**: Access the DLT platform, navigate to the content template section, and upload your template. You’ll need to provide details like the template ID, which helps track and manage different templates. 3. **Approval process**: Once uploaded, the telecom operator will review the template. You may need to revise and resubmit the template if there are discrepancies or issues. 4. **Activation**: Upon approval, the template becomes active and can be used to send messages. Monitor the performance and reception of your messages to make any necessary adjustments. **Example**: A logistics company uses DLT-registered templates to notify customers about package delivery statuses, improving customer satisfaction through timely and accurate communications. Navigating DLT operators and onboarding --------------------------------------- Navigating the landscape of DLT (Distributed Ledger Technology) operators is crucial for businesses engaging in SMS communications in India. Major telecom providers like Vodafone Idea, Videocon, Airtel, BSNL, Jio, and Tata Teleservices offer platforms essential for regulatory compliance and businesses must register on the DLT platform to avoid message delivery failures. These platforms facilitate the registration and management of sender IDs and templates, which are mandatory under TRAI guidelines to combat spam and ensure message authenticity. ### Onboarding process for DLT registration The onboarding process for DLT registration is straightforward but detailed, involving several key steps: 1. **Account creation:** Begin by selecting a DLT operator and creating an account on their platform. Click on the 'Create Account' button and provide basic business information and contact details. 2. **Document submission:** Upload necessary documents, such as identity proof, address proof, and business registration details, to verify your business’s legitimacy. 3. **Payment of fees:** The first operator you register with must charge a registration fee. This fee covers the cost of processing and maintaining your DLT records. 4. **Sender ID registration:** Once your documents are approved, you can register your sender ID, which will be used to identify your messages to recipients. 5. **Template approval:** Submit your messaging templates for approval. These templates should comply with the regulatory framework to ensure they are free from spammy or fraudulent content. 6. **Final verification:** After your templates and sender IDs are approved, you undergo a final verification process to start sending messages. Overcoming common challenges in DLT registration ------------------------------------------------ 1. **The complexity of the process**: The DLT registration process can often seem daunting due to its detailed documentation requirements, technical settings, and compliance with regulatory standards. Simplifying the process with a clear checklist and understanding the requirements in advance can mitigate these issues. 2. **Technical difficulties**: Integration issues like API configurations or system compatibility are common. Engaging with technical support early in the process and ensuring your systems are compatible with DLT platforms can prevent delays. 3. **Regulatory understanding**: Keeping up-to-date with TRAI’s regulations can be challenging. Regular training for your team on compliance changes and active engagement with DLT forums or webinars can help you stay informed and compliant. This is where Fyno comes in handy. It helps you handle your DLT content and template approvals on a single, user-friendly interface. To learn more, visit our blog, [navigating the complexities of DLT registration with Fyno](https://www.fyno.io/blog/navigating-the-complexities-of-dlt-registration-with-fyno-clutc3d93005b26aodqmr1zic#what-is-dlt). FAQs ---- ### 1\. **What is DLT Registration?** DLT Registration refers to registering on a Distributed Ledger Technology platform, which is a blockchain-based system designed to secure and authenticate digital communications, particularly in telemarketing. ### 2\. **Why is DLT Registration important for businesses?** DLT Registration is crucial because it ensures that your SMS communications comply with regulatory standards, reducing the risk of your messages being flagged as spam and enhancing customer trust. ### 3\. **What documents are required for DLT Registration?** Required documents typically include your business PAN, GST certificate, proof of address, and identification documents like an Aadhar card or voter ID. ### 4\. **How do I register a Sender ID on a DLT platform?** First, complete your entity registration on the DLT platform to register a Sender ID. Then, create and register your unique Sender ID, which will be used in all your communications. ### 5\. **What is a content template in DLT Registration?** A content template is a predefined format for the SMS messages that you register on the DLT platform. It ensures that your messages comply with regulatory standards and can be sent without issues. ### 6\. **How long does it take to approve a template on the DLT platform?** Template approval typically takes 3-7 days, depending on the platform’s review process and potential backlogs. ### 7\. **What should I do if I face technical difficulties during DLT Registration?** If you encounter technical difficulties, contact the DLT platform's technical support team early and ensure your systems are compatible with the platform to avoid delays. [Sign up for free](https://app.fyno.io/login) ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp vs WhatsApp Business: A head-to-head comparison for your business needs Author: Tamilselvi Ramasamy Published: 2024-08-15 Category: Articles Meta Title: WhatsApp vs. WhatsApp Business: Key features for businesses Meta Description: Explore the key differences between WhatsApp and WhatsApp Business, their unique features, and how the WhatsApp Business API can elevate your customer communication strategy. Tags: Communication experience, Customer communication, WhatsApp URL: https://www.fyno.io/blog/whatsapp-vs-whatsapp-business-a-head-to-head-comparison-for-your-business-needs-clzvl6xeg004w103abeitt930 WhatsApp, a staple for personal communications with over two billion monthly active users, offers seamless messaging and calling worldwide. Conversely, WhatsApp Business, designed specifically for businesses, enhances engagement through features like business profiles, automated messages, and analytics, which provide significant business benefits. These platforms cater to different needs; while WhatsApp facilitates everyday communication, WhatsApp Business gears towards improving business-client interactions, providing tools essential for managing customer relationships effectively. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-21-1723745894391-compressed.png) What is WhatsApp Business? -------------------------- [WhatsApp Business](https://www.fyno.io/blog/who-should-use-whatsapp-business-and-how-does-one-set-it-up) is designed as a **separate business app from the regular WhatsApp, catering specifically to businesses’ needs.** This distinction allows companies to manage [customer communications](https://www.fyno.io/blog/marketing-communication-vs-customer-communication) effectively without mixing personal and professional messages. The app offers a suite of features tailored for business use. For instance, businesses can create a professional profile with essential information such as the business address, email, and website. This makes it easier for customers to find and contact them. Another key feature is the ability to set automated responses. Businesses can use this function to send instant replies to common questions or inform customers of their business hours, enhancing customer service efficiency. Additionally, WhatsApp Business provides valuable metrics. Companies can track messaging statistics, such as the number of messages sent, delivered, and read. This data is crucial for improving communication strategies and ensuring customers receive timely and relevant information. Key differences and similarities – WhatsApp Business vs. WhatsApp ----------------------------------------------------------------- Feature WhatsApp WhatsApp Business Intended Audience Primarily for personal use Designed specifically for businesses Usage Casual communication with friends and family Manage customer interactions and provide business information Profile Setup Personal profile with basic information Professional business profile with detailed business information such as hours, location, and services Messaging Features Standard messaging, voice, and video calls All standard features plus automated messages, quick replies, labels for organizing chats, and greeting messages Automation and Tools Limited to basic communication Features like away messages for off hours, catalog for showcasing products, and tools for managing customer inquiries Connectivity Single user per account on multiple devices Multiple users can manage a single business account, suitable for team collaboration Cost Free Free with optional paid features via WhatsApp API for advanced functionalities Business Optimization Not applicable Tools like product catalogs, customer labels, and automated responses enhance customer service and business operations Customer Interactions Limited to personal communication Enhanced interactions through features like business profiles, catalog displays, and quick responses to FAQs Scalability Best for individual use Scalable solutions for businesses of all sizes through the WhatsApp API Setting up your WhatsApp Business account ### **1\. Steps to download and set up WhatsApp Business** Starting with WhatsApp Business is straightforward, and it aims to enhance customer interactions. * First, download the free to download app from your preferred app store. It’s free, making it accessible for businesses of all sizes. * Upon installation, follow the on-screen instructions to set up your profile. This includes basic details like your business name, description, and contact information. Accurate information is crucial for establishing trust with your customers. ### 2\. Importance of a separate business phone number Using a separate phone number for your [Whatsapp business account](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) is vital. This segregation ensures you maintain professional boundaries and helps organise your [business communications](https://www.fyno.io/blog/whatsapps-revolutionary-authentication-rates-a-game-changer-for-business-communications-in-india-cltzbil6g002qjqeirhd9wz84) efficiently. It also allows for features like automated messages and quick replies, essential for responsive customer support. With a dedicated business number, you can effectively use WhatsApp's business tools, enhancing customer experience and business operations. Did you know you can build app-like experiences within WhatsApp, without making any API changes?  Experience the combined power of WhatsApp flows and Fyno's data exchange infrastructure [Experience now](https://www.fyno.io/whatsapp-flows)[Talk to an expert](https://www.fyno.io/schedule-demo) Core features of WhatsApp Business ---------------------------------- Understanding the core features of WhatsApp Business is crucial when choosing the best platform for customer communication. This specialized version offers Business Profiles, Labels, and Auto-Replies designed to enhance customer interactions. A Business Profile allows companies to provide vital details like contact information, business hours, and a brief description, making your business more accessible and professional to users. Businesses can use automated WhatsApp messages to send instant replies to common questions or inform customers of their business hours. ### **1\. Labels** Organize your chats and customer interactions efficiently with labels. This feature allows you to categorize conversations, making them easier to retrieve and follow up on, which is crucial in customer relationship management. ### **2\. Auto-replies** Set up automatic responses for common questions or greetings. This feature ensures that your customers receive immediate attention, even when you're not available, thus improving your response rate and customer satisfaction. ### **3\. Advanced tools**: * **Catalog**: Showcase your products or services directly on WhatsApp. This not only saves time for your customers but also speeds up the decision-making process. WhatsApp Business offers a mix of free and paid features designed to enhance business operations. * **Broadcast lists**: Send messages to multiple customers at once without them knowing who else received the message. This is ideal for announcements or promotions. Added advantages of WhatsApp Business ------------------------------------- WhatsApp Business isn’t just about messaging. It offers significant advantages that can transform how you connect with your customers: 1. **End-to-end encryption**: All messages are secured with end-to-end encryption, ensuring that only you and your customer can read what is sent without any interception from third parties. This is crucial for maintaining confidentiality, especially in financial services and logistics. 2. **Data backup**: Automatic backups are essential for preserving your chats and business data, recovering important information, and maintaining continuity in your communications. 3. **Multi-platform compatibility**: Access your business account from multiple devices, including your smartphone, tablet, or computer. This flexibility enhances your ability to manage communications more effectively, ensuring that you can respond promptly no matter where you are. WhatsApp Business tools enable businesses to manage customer interactions efficiently, enhancing customer experience through more responsive customer support. WhatsApp Business API --------------------- The WhatsApp Business API is a pivotal tool for businesses aiming to scale their operations efficiently. Designed for larger enterprises, this API facilitates seamless integration with existing systems, paving the way for automated workflows and enhanced customer interaction. Its robustness is evident in its ability to support various functions, from mass messaging to sophisticated customer service solutions. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-22-1723745920803-compressed.png) ### Features of WhatsApp Business API The WhatsApp Business API offers an array of features designed to streamline communication and enhance customer interaction, making it a robust WhatsApp Business platform. These features are especially valuable in sectors like BFSI and logistics. Let’s explore some key functionalities that make this tool indispensable for businesses. 1. **Automated responses**: One of the WhatsApp Business API’s standout features is its ability to automate responses. This functionality not only ensures immediate engagement with customers but also improves efficiency by handling common inquiries automatically. For instance, automated greetings and quick replies can provide instant answers to frequently asked questions, reducing wait times and enhancing the customer experience. 2. **Integration with internal systems**: The API seamlessly integrates with existing business systems, such as CRM software or customer support platforms. This integration enables a unified view of customer interactions and automates data synchronization across systems. For a logistics company, this means real-time updates on shipments and deliveries can be communicated instantly to customers, enhancing transparency and trust. 3. **Rich media support**: The API supports sending images, videos, and documents in addition to text. This feature particularly benefits banks and financial institutions that must send detailed documents securely and efficiently. For example, sending loan approval documents or policy details directly through WhatsApp can streamline operations and provide a better user experience. 1. **Global reach**: WhatsApp’s widespread adoption, with over two billion users worldwide, makes it a powerful tool for businesses to reach an international audience. This is especially useful for e-commerce businesses in logistics, where communication with customers across different regions is crucial. 2. **Advanced analytics**: The API provides detailed analytics on message delivery and engagement. This data helps businesses understand customer behaviour better and refine their communication strategies accordingly. ### Use cases of WhatsApp Business API 1. **Enhanced customer support:** Enterprises can leverage the API to offer real-time customer support. Automated messages can handle common inquiries instantly, while complex issues are escalated to human agents, ensuring that customer needs are addressed promptly and efficiently. 2. **Streamlined marketing communications:** The API enables businesses to send targeted marketing messages and updates. For example, a logistics company can inform customers about shipment statuses automatically, reducing the need for manual updates and enhancing the customer experience. 3. **Efficient operational communications:** By integrating the WhatsApp Business API, financial institutions can automate their notification systems for transactions and services. This not only reduces operational delays but also enhances security by providing timely updates directly to the customer’s phone. ### **Setup and pricing** Setting up the WhatsApp Business API involves a straightforward registration process, yet it requires adherence to specific protocols to ensure data security and compliance. While the API is free to download, the pricing model is typically usage-based. This means businesses only pay for the messages sent and received, making it a cost-effective solution for high-volume communications. Fyno and WhatsApp Business: Enhancing communication solutions ------------------------------------------------------------- As a Meta tech partner, Fyno helps businesses avoid the complexities of working directly with a Business Service Provider (BSP), reducing overall costs and simplifying communication workflows. ​ [![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-28-1723797903384-compressed.png)](https://www.fyno.io/customers/blitzlogistics) Conclusion ---------- When deciding between WhatsApp and WhatsApp Business, it's crucial to consider your specific business needs. WhatsApp Business offers enhanced features like business profiles, automated messaging, and customer analytics, tailored for improving business communication and efficiency. These tools help streamline customer interactions, making WhatsApp Business the ideal choice for businesses aiming to optimize their customer engagement and operational workflows. FAQs ---- ### **1\. What is the main difference between WhatsApp and WhatsApp Business?** WhatsApp is designed for personal communication, while WhatsApp Business is tailored for business use, offering features like business profiles, automated messaging, and analytics to enhance customer engagement and communication efficiency. ### **2\. Can I use the same phone number for both WhatsApp and WhatsApp Business?** No, you need to use a different phone number for WhatsApp Business to keep personal and professional communications separate. This helps in managing business interactions more efficiently. ### **3\. What are the benefits of using WhatsApp Business for my company?** WhatsApp Business provides several benefits, including the ability to create valuable customer connections through professional business profiles and automated responses, access messaging statistics, and manage customer interactions more effectively. ### **4\. Is WhatsApp Business free to use?** Yes, WhatsApp Business is free to download and use. However, if you opt for the WhatsApp Business API for larger-scale operations, there may be costs based on usage. ### **5\. How do automated responses work on WhatsApp Business?** Automated responses in WhatsApp Business allow you to set predefined messages for common questions or greetings, ensuring customers receive immediate replies even when you are not available, improving customer satisfaction and response times. ### **6\. Can I integrate WhatsApp Business with other systems?** Yes, the WhatsApp Business API can be integrated with existing business systems such as CRM software, enabling automated workflows, unified customer interactions, and efficient communication management. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp messages not getting delivered? Top 7 fixes for WhatsApp Business Author: Tamilselvi Ramasamy Published: 2024-08-14 Category: Articles Meta Title: Troubleshoot WhatsApp Business Message Delivery Issues Meta Description: Learn how to resolve WhatsApp Business message delivery issues, enhance communication reliability, and leverage Fyno's solutions for seamless business interactions. Tags: Customer communication, Solutions, WhatsApp URL: https://www.fyno.io/blog/whatsapp-messages-not-getting-delivered-top-7-fixes-for-whatsapp-business-clztovvud0020103a19b5loji In today’s digitally connected world, timely and reliable message delivery isn’t just a convenience — it’s a cornerstone of successful business communications. Ensuring every message reaches its destination is critical for organisations leveraging WhatsApp Business. This isn’t just about avoiding the frustration of “messages not delivered”; it’s about maintaining the seamless interaction customers expect from professional engagements. When messages fail to deliver, it can disrupt operations and erode trust. Factors like poor network connection, incorrect app settings, or issues with account setup can hinder the smooth flow of communication. Messages may appear 'sent but not delivered' due to various factors such as network issues or recipient settings. Understanding these challenges is the first step towards troubleshooting them effectively, ensuring that your business maintains the high standards of reliability your clients depend on. As we explore specific issues and solutions in subsequent sections, remember the importance of a reliable communication system that supports your business objectives. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/b64-1723794047693-compressed.jpeg) **Understanding WhatsApp message delivery issues** -------------------------------------------------- When WhatsApp messages are not getting delivered, it can disrupt business operations. Understanding the underlying issues is the first step toward resolving them. Here’s a detailed guide to troubleshooting common issues hindering your WhatsApp Business messaging, including how to fix WhatsApp messages not being delivered, ensuring smooth communication ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-20-1723794098357-compressed.png) * **Connectivity problems**: A stable internet connection is the foundation for sending and receiving messages on WhatsApp. If connectivity issues, such as unstable mobile data or Wi-Fi interruptions, messages may remain undelivered. Ensuring a robust network connection is critical for uninterrupted service. * **App-related issues**: Sometimes, the problem lies within the WhatsApp application itself. Common app-related problems include outdated versions, corrupted app data, or issues arising from recent updates. Regularly updating the app and clearing the cache can help mitigate these issues. * **Account-related problems**: Account settings or restrictions can also prevent messages from being delivered. This can happen if the account is mistakenly flagged for spam or the service provider places restrictions. Verifying account settings and ensuring compliance with WhatsApp's policies are essential steps. * **Restart your app**: Restarting the WhatsApp app is a basic troubleshooting step for any application-related issue, including non-delivery of messages. This action can clear any temporary glitches that may be causing messages not to be sent or received. * **Clear WhatsApp data**: This step can help resolve issues that may be caused by corrupt app data affecting how messages are processed and delivered. Clearing the app data resets the app to its default state, which can often resolve persistent issues with message delivery. * **Reset Network settings**: Connectivity issues can directly impact the delivery of messages on WhatsApp Business. Resetting the network settings helps to ensure that any network-related issues that might be causing messages to fail are addressed. ### 1\. Ensuring a stable internet connection for WhatsApp A consistent and stable internet connection is crucial for delivering WhatsApp Business messages using the WhatsApp business app. Here are refined tips specifically targeting connectivity issues that could prevent messages from being sent or received: * **Ensure continuous internet access**: Both sender (if it is a WhatsApp business app) and recipient must maintain stable internet connectivity. Use the [online speed test tool](https://speedchecker.io/) to check the internet speed and stability. * **Optimize network for high-priority traffic**: Prioritize traffic for critical business applications like WhatsApp Business via your network’s Quality of Service (QoS) settings to ensure that message traffic does not compete with other less critical data streams. * **Backup internet solutions**: Consider setting up a failover internet connection, such as a cellular data network, which can automatically take over if your primary internet service fails, ensuring that WhatsApp Business communications remain uninterrupted. Why build another app when 2 billion users are already on WhatsApp? Build app-like experiences within WhatsApp, without any API changes [Learn more](https://www.fyno.io/whatsapp-flows)[Talk to us](#https://www.fyno.io/schedule-demo) ### **2\. Resolving account-specific WhatsApp issues** When using WhatsApp Business, it is crucial to ensure that your account is fully functional and accessible. Here are key steps to maintain the integrity of your account, which is particularly useful for businesses in sectors like BFSI and logistics, where communication can't afford delays. * **Verify your phone number** Ensure that your [WhatsApp Business account](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) phone number is correctly registered and verified. This simple step can often resolve issues with messages not being delivered. Verifying your phone number is straightforward: open WhatsApp settings, select your business number and follow the prompts to verify. This not only secures your account but also reassures your customers that they communicate with a legitimate business. * **Check block status** Occasionally, delivery issues aren't about your account's settings but the recipient's. Ensure that the recipients haven't accidentally blocked your business number. You can ask a subset of customers if they've received recent messages and use their feedback to gauge if there’s a blocking issue. This direct feedback can be invaluable, especially when managing communications across large customer bases, which are typical in the logistics and financial sectors. * **Ensure the account is not banned** WhatsApp bans accounts that violate its terms of service, including sending spam or using unauthorized third-party apps. Regularly review WhatsApp's terms to avoid disruptions and ensure your business complies. If you suspect your account has been banned, WhatsApp provides a contact form to appeal the decision. Swift resolution of such issues ensures uninterrupted service to your customers. > Recommended Read: [Here’s why you should work with Meta instead of your BSP](https://www.fyno.io/whatsapp)._​_ ### **3\. Overcoming blocking and filtering challenges (for APIs)** #### How to identify delivery interruptions 1. **Monitor delivery reports**: Use the WhatsApp Business API to monitor message delivery statuses. If messages consistently transition from 'sent' to 'undelivered', it might indicate blocking issues. This may occur: * if the user has blocked the number * if the user falls under the template pacing category by Meta​​ * simply if the user is not on WhatsApp 2. **Automated feedback**: Set up automated feedback to alert your system when messages fail to deliver over an extended period, which might suggest blocking or filtering at the customer’s end. #### Ensuring active account status 1. **Regular verification**: Ensure your business profile is verified and the information is up-to-date. Regular checks and updates can prevent flags or blocks that might occur due to outdated information. 2. **Compliance with WhatsApp policies**: Adhering strictly to WhatsApp's business policies helps prevent the service or recipients from flagging or blocking you. #### Proactive measures to prevent blocking 1. **Transparent opt-in practices**: Ensure customers have explicitly opted in to receive messages. Clear communication about the type of messages they will receive can prevent accidental blocks. 2. **Provide opt-out options**: Always provide a clear, easy way for customers to opt-out of receiving messages, which can reduce the likelihood of being blocked. ### **4\. Optimizing app performance** * **Enable background app refresh on iOS devices**: This feature helps ensure that WhatsApp Business continues to receive and send messages even when it’s not actively in use. * **Disable power-saving features on Android and iOS**: Power-saving modes often restrict background data usage, which can interfere with the delivery of WhatsApp messages when the app isn’t open. For a business, delayed or not delivered messages can lead to miscommunications or customer dissatisfaction. Users of Android devices should ensure that power-saving features are disabled to maintain optimal app performance. * **Regular updates of the WhatsApp application**: Updates to the WhatsApp Business app can include important improvements and bug fixes that directly impact messaging functionality and reliability. * **Managing app data and storage**: Over time, excessive data accumulation can slow down any app, including WhatsApp Business. To prevent this, many businesses rely on the expertise of the [best IT companies](https://brighttechtrends.com/it-companies-in-kanyakumari/), which can optimize app performance, manage data storage, and ensure seamless communication for improved customer service and efficiency. For businesses, a slow-running app can delay sending and receiving messages, potentially leading to bottlenecks in customer service processes. Android phone users should clear app data and cache regularly to maintain smooth app performance. ### **5\. Advanced troubleshooting steps** When WhatsApp Business messages falter, and conventional fixes aren’t cut, turning to advanced troubleshooting methods can be a game-changer. Here are two sophisticated techniques to keep your WhatsApp communications fluid and error-free: 1. **Utilize third-party tools for data recovery:** Sometimes, messages may not be delivered due to data corruption or loss. Leveraging safe and secure third-party recovery tools can be a proactive step to retrieve lost data and prevent future incidents. These tools scan your device for lost WhatsApp data, including unsent messages, and attempt to restore them. 2. **Regular backups of WhatsApp chats:** Regularly backing up WhatsApp chats ensures that you have a recent snapshot of all communications, which can be restored in case of a software malfunction or when switching to a new device. ### **6\. Leveraging Fyno for enhanced WhatsApp Business communication** [WhatsApp Business](https://www.fyno.io/blog/who-should-use-whatsapp-business-and-how-does-one-set-it-up) has become a cornerstone for customer interactions in many sectors, particularly BFSI and logistics, where timely and reliable communication is crucial. Below are the ways Fyno can assist businesses in managing and troubleshooting WhatsApp communications: 1. **Smart routing flows**: At the core of Fyno's capabilities is its smart routing technology, which ensures messages are delivered through optichannel means. This particularly benefits transactional communications, where timely delivery can impact customer satisfaction and operational efficiency.  For instance, if a message cannot be delivered via WhatsApp due to connectivity issues, Fyno can reroute it through SMS or another predefined channel without any manual intervention. [![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-28-1723797546101-compressed.png)](https://www.fyno.io/customers/blitzlogistics) 2. **Failover protocols**: Fyno's failover protocols are designed to kick in whenever a message encounters delivery issues. This automatic mechanism enhances the reliability of message delivery, ensuring that critical notifications such as payment confirmations or shipment updates in logistics are consistently delivered to the intended recipients. 3. **Unified notification API**: Fyno simplifies the integration of various [communication channels](https://www.fyno.io/blog/communication-channels) into a single platform. This unification is invaluable for businesses that rely on multiple messaging apps, including WhatsApp, to communicate with customers. By streamlining the management of these platforms, Fyno helps businesses focus more on their core operations rather than on technical complexities. 4. **Real-time messaging**: The ability to send real-time messages is vital in industries like BFSI for transaction alerts and logistics for immediate shipment status updates. Fyno’s infrastructure supports near real-time messaging, ensuring that the communication reaches the customer through other fallback channels without delays and improving business and customers' communication experience. 5. **No-code workflow builder**: Fyno's no-code workflow builder allows businesses to design and implement customized notification flows without needing extensive technical expertise. This feature is especially useful for creating tailored WhatsApp communication strategies that can vary significantly between different industries or even specific business needs. > Recommended Read: [WhatsApp flows for businesses: A complete guide](https://www.fyno.io/blog/whatsapp-flows-for-businesses-a-complete-guide-clypler3b002e12jdr4hxi7ry)​​​​ **Conclusion** -------------- Successfully troubleshooting and resolving delivery issues with WhatsApp Business messages ensures that your communication remains both efficient and effective. Utilising a powerful API, Fyno.io enables companies to seamlessly integrate and manage their communication tools, ensuring messages are delivered reliably and efficiently. This integration helps troubleshoot and significantly reduces the time and effort involved in managing communications, making it a valuable tool for businesses aiming to enhance their operational efficiency. FAQs ---- ### **1\. Why are my WhatsApp Business messages not being delivered?** Connectivity issues, outdated app versions, or incorrect account settings often cause delivery problems. ### **2\. What should I do if my WhatsApp Business app is outdated?** Update the app from your device's app store to ensure you have the latest version with all necessary bug fixes and improvements. ### **3\. How do I verify my phone number on WhatsApp Business?** Open WhatsApp settings, select your business number, and follow the prompts to verify it, ensuring the number is correctly registered and validated. ### **4\. What can I do if my WhatsApp Business account is banned?** Review WhatsApp’s terms of service to understand the reason for the ban and use the provided contact form to appeal the decision. ### **5\. How can I ensure that my WhatsApp Business messages prioritize critical communications?** Use your network's Quality of Service (QoS) settings to prioritize WhatsApp Business traffic and ensure continuous internet access for important messages. ### **6\. What are the benefits of using Fyno for WhatsApp Business communications?** Fyno offers smart routing, failover protocols, a unified notification API, real-time messaging, and a no-code workflow builder to enhance communication reliability and efficiency. ​ ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Reducing high code base maintenance: Strategies and best practices Author: Tamilselvi Ramasamy Published: 2024-08-13 Category: Articles Meta Title: "Effective Codebase Maintenance Strategies & Fyno Solutions" Meta Description: "Discover key strategies for reducing codebase maintenance and how Fyno's unified API simplifies communication management, boosting efficiency and reducing costs." Tags: Insights, Customer communication URL: https://www.fyno.io/blog/reducing-high-code-base-maintenance-strategies-and-best-practices-clzsci0a10000lmdus6zhev1q What is codebase maintenance? ----------------------------- Codebase maintenance involves various activities designed to keep the software’s source code in a state that allows it to be easily modified and extended. This process ensures that the code remains functional, efficient, and adaptable over time. Introducing code quality metrics can help quantify, measure, and improve the quality of the codebase, ensuring consistent standards across development teams. Codebase maintenance is essential for mitigating technical debt, which accumulates when developers prioritise speed over quality during coding. Over time, even well-written code can degrade due to evolving best practices and library updates. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-18-1-1723550140321-compressed.png) ### Challenges and impacts of high codebase maintenance 1. **Increased complexity:** High code complexity makes the codebase difficult to understand and modify. This can manifest as long methods, deep inheritance hierarchies, and tightly coupled modules, all increasing developers’ cognitive load. 2. **Reduced productivity:** Complex and poorly maintained codebases slow down development. Developers spend more time fixing bugs and troubleshooting issues than writing new features. This inefficiency can significantly impact a business’s ability to innovate and respond to market demands. 3. **Higher costs:** Maintaining a high-maintenance codebase is costly. It requires more developer hours to manage, leading to higher operational costs. These resources could be better utilized to develop new features and improve the product. 4. **Increased risk of bugs:** Poorly maintained codebases that lack high quality code are more prone to bugs and errors. These issues can lead to unreliable software, resulting in a poor user experience and potentially damaging the company’s reputation. 5. **Difficulty in scaling:** Adding new features becomes increasingly challenging as the codebase grows. Without proper maintenance, the codebase can become a monolith, making it difficult to identify and address specific components without affecting others. Common issues leading to high codebase maintenance -------------------------------------------------- Maintaining a high codebase can be challenging due to several common issues. These issues often lead to increased complexity, higher costs, and more frequent errors. Let’s explore the primary factors contributing to high codebase maintenance. ### Multiple integrations and their impact 1. **Integration overload:** Integrating multiple third-party services or libraries can complicate the codebase. Each integration requires unique handling, which increases the overall complexity. 2. **Dependency management:** As dependencies grow, managing updates and compatibility becomes more difficult, leading to potential conflicts and bugs. To mitigate these issues, it is crucial to improve code quality by implementing best practices and tracking code quality metrics. 3. **Increased testing requirements:** Each integration must be tested thoroughly to ensure it works seamlessly with the rest of the codebase, increasing the time and effort needed for testing. ### Frequent updates and compliance changes 1. **Constant changes:** Software often needs frequent updates to keep up with new technologies, security patches, and compliance requirements. These updates can introduce new bugs and require continuous monitoring. 2. **Technical debt:** Rushed updates can lead to technical debt, where short-term fixes cause long-term maintenance challenges. Improving code quality can significantly impact managing updates and compliance changes by enhancing efficiency, readability, and maintainability. 3. **Resource allocation:** Regular updates demand significant time and resources from development teams, diverting attention from new feature development. ### Debugging, Troubleshooting efforts, and Technical debt 1. **Complex code:** Over time, codebases can become complex and difficult to understand, making debugging time-consuming. 2. **Legacy code:** Older code that lacks documentation or was written with outdated practices can be particularly challenging to troubleshoot. 3. **Error tracking:** Without proper tools and practices, including manual code reviews, tracking down and fixing errors can be inefficient and frustrating for developers. Strategies for reducing codebase maintenance -------------------------------------------- Maintaining a high-quality codebase is essential for any development team. Effective strategies can significantly reduce the effort required for codebase maintenance, leading to better code quality and more efficient development processes. One crucial strategy is to measure code quality, as it helps identify potential issues early and ensures the codebase remains maintainable. ### Adopt coding standards Adopting a coding standard ensures consistency and maintainability in your codebase. Coding standards provide code structure, naming conventions, and best practices guidelines. They help development teams produce uniform code, making it easier to understand and manage. 1. **Uniformity**: A coding standard ensures that all developers follow the same practices, leading to a uniform codebase that is easier to read and maintain. 2. **Reduced errors**: Consistent coding practices reduce the likelihood of errors and make spotting issues during code reviews easier, helping to produce high-quality code. 3. **Efficiency**: When everyone follows the same standards, onboarding new developers becomes faster and more efficient, as they do not need to learn multiple coding styles. ### Use a version control system Version control systems (VCS) are essential for managing code changes effectively. They track every modification made to the codebase, allowing developers to collaborate seamlessly and revert to previous versions if necessary. 1. **Collaboration**: VCS enables multiple developers to work on the same codebase simultaneously without conflicts, enhancing team collaboration. 2. **Tracking changes**: Every change is documented, making identifying who made specific changes and why is easy. 3. **Reverting changes**: If a new change introduces a bug, VCS allows developers to revert to a previous stable version, ensuring the maintenance of quality code and minimizing downtime and disruption. ### Follow a coding style guide A coding style guide provides detailed guidelines on writing clean and consistent code. It goes beyond basic coding standards by offering specific instructions on formatting, commenting, and other best practices. 1. **Consistency**: A style guide ensures that code looks and functions consistently across the entire codebase, making it easier to read and maintain. 2. **Readability**: Clear guidelines on formatting and commenting improve code readability, making it easier for developers to understand and work with the code. 3. **Reduced technical debt**: Consistently following a style guide reduces technical debt by preventing the accumulation of poorly written or difficult-to-understand code. Best practices for maintainable code ------------------------------------ ### Write clear, Descriptive code Clear and descriptive code is the foundation of maintainable software. Here are some tips to achieve this: 1. **Use meaningful variable names**: Instead of generic names like x or temp, use names that convey the purpose of the variable, such as customerOrder or transactionDate. 2. **Comment wisely**: Comments should explain why a piece of code exists, not what it does. For example, "This function handles user authentication based on session data." 3. **Keep functions short**: Each function should perform a single task. Consider breaking a function into smaller, more manageable pieces if it is too long. 4. **Consistent coding style**: Follow a coding style guide to maintain consistency throughout the codebase. This includes indentation, spacing, and naming conventions. ### Use automated testing Automated testing is crucial for reducing maintenance efforts and ensuring code quality. Here are some benefits: 1. **Early bug detection**: Automated tests catch bugs early in the development process, preventing costly fixes later. 2. **Regression testing**: Automated tests ensure that new changes do not break existing functionality. This is especially important in large codebases. 3. **Consistent test execution**: Automated tests run consistently across different environments, providing reliable results. 4. **Faster feedback**: Developers receive immediate feedback on their code changes, allowing quicker iterations and improvements. ### Refactor your code regularly Regular code refactoring helps maintain a clean and efficient codebase. Here’s why it’s important: 1. **Improves code quality**: Refactoring improves the structure and readability of the code, making it easier to understand and maintain. 2. **Reduces technical debt**: Addressing code smells and reducing complexity helps minimize technical debt, which can slow down development over time. 3. **Enhances performance**: Refactoring can optimize code performance, making it more efficient and responsive. 4. **Facilitates future changes**: A well-refactored codebase is more adaptable to changes, enabling easier implementation of new features or updates. Advanced techniques for maintainable code ----------------------------------------- ### 1\. High cohesion and low coupling Designing software with high cohesion and low coupling is essential for maintaining a robust codebase. High cohesion ensures that elements within a module are closely related and focused on a single task. For instance, a customer management module should handle only customer-related functions. This specificity makes the code easier to understand and maintain. Low coupling, on the other hand, ensures that modules are independent. Changes in one module should minimally impact others. By designing independent modules, you enhance the flexibility and scalability of your software. ### 2\. Code review and pair programming Enhancing code quality through peer reviews is a proven method. Code reviews allow developers to catch errors early, ensuring higher code quality and robustness. Implementing pair programming, where two developers work together on the same code, can significantly reduce bugs and improve overall code health. This collaborative approach also fosters knowledge sharing and better coding practices within development teams. For example, in logistics, where precise and error-free operations are crucial, pair programming can help ensure that code changes do not disrupt the workflow, maintaining high operational efficiency. ### 3\. Meaningful naming conventions Using meaningful naming conventions in your code is crucial for better understanding and maintainability. Names should clearly describe the purpose of the variables, functions, and modules. For instance, a function that processes customer orders should be named processCustomerOrders() rather than something vague like processData(). Clear naming conventions help new developers quickly understand the code, reducing onboarding time and improving productivity. How Fyno simplifies codebase management --------------------------------------- ### The problem: A complex codebase High codebase maintenance presents significant challenges for businesses. These challenges include managing multiple integrations, ensuring compliance with frequent updates, and dedicating extensive time to debugging and troubleshooting. ### The solution: Fyno's unified API integration Fyno addresses these challenges with its unified API integration. By consolidating all [communication channels](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement) into a single API, Fyno simplifies the integration process. This reduces the need for multiple codebases and allows businesses to manage their communications more efficiently. Fyno's platform supports over 100 integrations, enabling seamless connectivity across various channels with minimal engineering effort. This approach streamlines operations and ensures that updates and compliance changes are managed centrally, reducing the overall maintenance burden on development teams. ### The results: Reduced maintenance efforts Customers in the BFSI and logistics sectors, such as Blitz and Protium, have reported significant reductions in engineering time and maintenance efforts. [![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/card-02-1-1723548978389-compressed.png)](https://www.fyno.io/customers/blitzlogistics) [![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/card-01-1-1723548992462-compressed.png)](https://www.fyno.io/customers/protium) Benefits of using Fyno for communication Management --------------------------------------------------- ### **1\. Reduced Development Overhead** Fyno’s unified API simplifies integrations, reducing the need for separate code maintenance. For instance, Blitz cut communication costs by 30% and saved significant engineering time by switching from SMS to WhatsApp. This allows developers to focus on core tasks rather than complex communication setups.  [![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/ab18f22f-fb5e-4e29-91b7-99d0053f4b1f-1723548924367-compressed.png)](https://www.fyno.io/customers/blitzlogistics) ### **2\. Improved Efficiency and Reliability** Fyno automates manual processes and offers robust analytics, enhancing operational efficiency and reliability. A conventional Indian PSU bank used Fyno to manage high-frequency alerts, achieving 100% compliance and substantial cost savings. [![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/b777aee7-d055-4b6c-affd-f76a32b53dc9-1723548925818-compressed.png)](https://www.fyno.io/customers/bank) ### **3\. Better Resource Allocation** With Fyno’s no-code workflow builder, non-technical staff can manage communication flows, freeing engineering resources. This efficiency allows businesses to focus on core operations, where communication processes are streamlined, improving overall operations. Conclusion ---------- Reducing high codebase maintenance is essential for optimizing the efficiency and reliability of your software development process. Fyno’s unified API and no-code solutions significantly lower the development and maintenance burden. Leveraging Fyno can help your business maintain a robust and high-quality codebase, ensuring smoother operations and better resource allocation. This allows your development team to focus on innovation and core functionalities, ultimately driving growth and success. FAQs ---- ### 1. **What is codebase maintenance?** Codebase maintenance involves activities to keep a software’s source code functional, efficient, and adaptable over time. ### 2. **Why is codebase maintenance important?**​ It mitigates technical debt and ensures the code remains functional and adaptable as best practices and library updates evolve. ### 3. **What are the challenges of high codebase maintenance?** Challenges include increased complexity, reduced productivity, higher costs, increased risk of bugs, and difficulty in scaling. ### 4. **How do multiple integrations impact codebase maintenance?** They increase complexity, require more testing, and complicate dependency management. ### 5. **What are common issues leading to high codebase maintenance?** Issues include complex code, legacy code, frequent updates, and technical debt. ### 6. **How can coding standards help reduce codebase maintenance?** Coding standards ensure consistency, reduce errors, and make code easier to understand and maintain. ### 7. **What role does a version control system play in codebase maintenance?** It tracks changes, enhances collaboration, and allows reverting to previous versions to manage code effectively. ### 8. **How does automated testing benefit codebase maintenance?** Automated testing detects bugs early, ensures regression testing, and provides consistent results. ### 9. **What is code refactoring and why is it important?** Code refactoring improves code structure and readability, reduces technical debt, and enhances performance. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Is SMS secure? Understanding SMS security risks and best practices Author: Karthik Pasupathy Published: 2024-08-13 Category: Articles Meta Title: SMS Security: Risks, Benefits & Solutions for 2FA Meta Description: Discover SMS security risks, benefits of SMS authentication, and how platforms like Fyno enhance security. Learn to protect your data and improve SMS security. Tags: Customer communication, SMS URL: https://www.fyno.io/blog/is-sms-secure-understanding-sms-security-risks-and-best-practices-clzsb8zdl00fl78t2hpeiwvv8 What is SMS security, and why is it important? ---------------------------------------------- If you’re a business owner, you have a variety of communication channels to choose from — Channels that are advanced, secure, and affordable. But, SMS is still the number one choice for businesses when it comes to implementing 2FA. Reason? It’s simple, time-tested, and doesn’t require the users to have a smartphone or internet connectivity — which is why banks, financial institutions, government portals, and other critical services use SMS to verify their users. With millions of businesses and government bodies relying on SMS, we should look into the vulnerabilities of using SMS as an authentication channel and assess their impact? Because failing to address the vulnerabilities in SMS security could lead to various implications including data leaks, scams, theft, and fraud. In this blog post, let’s dive deep into common SMS security risks and vulnerabilities, benefits of using SMS as an authentication method, and also look into how platforms like Fyno help you protect user information, maintain deliverability rates, without compromising on SMS security. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-16-1723547211896-compressed.png) Let’s begin. Common SMS security risks and vulnerabilities --------------------------------------------- While SMS offers convenience and accessibility, it also comes with its own set of security vulnerabilities. Here are some common SMS security risks to be aware of: ### SMS spoofing ​[SMS spoofing](https://www.fyno.io/blog/understanding-sms-spoofing-risks-prevention-and-legitimate-uses-clxochhmm001lagmdorzvxbis) occurs when an attacker uses techniques to send messages to make it look like it is coming from a trusted source. SMS spoofing is commonly used in phishing attacks to trick recipients into revealing sensitive information. ### SMS interception (or) Eavesdropping SMS messages can be intercepted by malicious actors by exploiting the existing vulnerabilities of various mobile carriers. And, since SMS messages are not encrypted, hackers use [SMS interception](https://www.fyno.io/blog/is-it-easy-to-intercept-sms-a-complete-guide-clzs7nipc00fb78t2fdebxdan) is used to read the contents of the messages and potentially steal sensitive data like One-time Passwords/Pins (OTP), credit card details, etc. ### SMS phishing (SMiShing) [SMiShing](https://www.fyno.io/blog/sms-phishing-understanding-preventing-and-combating-smishing-attacks-in-2024-clywntcfe006bnvorthsxndfl) is a variant of phishing attacks that specifically target SMS users. Attackers send deceptive messages claiming to be from legitimate organizations, luring recipients into clicking malicious links, which could lead to revealing sensitive information like credit card information or passwords or leading to a financial loss. ### SMS flooding SMS flooding, SMS bombing, or SMS flood attack is a type of denial-of-service attack where a large volume of messages is sent to a specific phone number, overwhelming the recipient's device and potentially rendering it unusable. The most likely scenario this occurs is when a user enters their phone number in a contact form or is trying to log in using an OTP. Hackers use this technique to frustrate the user and make them take a desired action which will make them vulnerable. ### Malware attacks SMS messages can be used to deliver malware to mobile devices. Attackers may send links to malicious websites or apps that install malware on the victim's phone, compromising its security. ### Data leaks Inadequate security measures on mobile devices or SMS gateways can lead to data leaks, where sensitive information contained in SMS messages is exposed to unauthorized parties. Despite the vulnerabilities and lack of encryption, SMS is still the most preferred channel when it comes to 2FA. The reason is that the mobile carriers manage SMS messages have a secure infrastructure which compensates for the lack of encryption. Before going into the benefits of using SMS for 2FA, let’s do a quick refresher on how SMS authentication works. How SMS authentication works ---------------------------- [SMS authentication](https://www.fyno.io/blog/what-is-sms-authentication-and-how-secure-is-it-clywqr0ic006vnvor732r8tzs) is a commonly used method to verifying a user’s identity. It works by sending a unique code or one-time password (OTP) via SMS to the user's registered mobile number. The user then enters the received code to confirm their identity and gain access to a service or account. Benefits of SMS authentication ------------------------------ SMS authentication offers several benefits that make it a popular choice for enhancing security: ### Enhanced security measures SMS authentication adds an extra layer of security, making it more difficult for attackers to gain unauthorized access to accounts or services. Even if a password is compromised, the attacker would still need access to the user's mobile device to complete the authentication process. ### User convenience SMS authentication provides a convenient and user-friendly experience. Users don't need to remember complex passwords or carry additional hardware tokens. They can simply use their mobile device, which they already carry with them, to receive and enter the authentication code. ### Wider accessibility SMS is widely accessible, as most people own a mobile phone capable of receiving text messages. This makes SMS authentication suitable for a broad range of users, including those who may not have access to smartphones or internet connectivity. Encryption and secure networks ------------------------------ To mitigate SMS security risks, it's crucial for mobile carriers to implement encryption and secure network practices. Telecom companies to should closely monitor incidents involving SMS interception, spoofing, and SMS flooding to identify potential vulnerabilities and fix them periodically to keep the infrastructure safe and reliable. SMS security alerts and notifications ------------------------------------- SMS can also be leveraged for security alerts and notifications. Organizations can send real-time SMS alerts to users informing them about suspicious activities, login attempts, or account changes. These alerts enable users to take prompt action and mitigate potential security breaches. SMS notifications can also be used to keep users informed about important security updates, password reset instructions, and other critical service updates. By providing timely and relevant information via SMS, organizations can enhance user awareness and encourage proactive security measures. How secure is SMS? ------------------ Every [communication channel](https://www.fyno.io/blog/communication-channels) has its own vulnerabilities. SMS is no exception. But it serves as a relatively secure communication channel when used with other security measures. Therefore, it's crucial to implement a multi-layered security approach that combines SMS with other security measures, such as encryption, Captcha, and other types of background security measures. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-02sms-secure-1723547256721-compressed.png) 6 Potentials ways you can use SMS to strengthen your security ------------------------------------------------------------- 1. **Two-factor authentication (2FA)**: Implement SMS-based [2FA](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q) to add an extra layer of security to user logins. Users receive an SMS with a unique code that they must enter along with their username and password to access their accounts. 2. **Account alerts**: Use SMS to send real-time alerts to users about suspicious account activities, such as unusual login attempts or changes to account settings. This allows users to take immediate action if their account is compromised. 3. **Secure password reset**: Employ SMS to securely reset user passwords. Instead of sending password reset links via email, which can be intercepted, send a temporary password or reset code via SMS to the user's registered mobile number. 4. **Transaction verification**: For sensitive transactions, such as financial transfers or online purchases, use SMS to verify the user's identity and confirm the transaction details. This helps prevent unauthorized transactions and protects users from fraud. 5. **Critical information updates**: Utilize SMS to send critical security information and updates to users, such as notifications about system maintenance, security patches, or data breach incidents. SMS ensures that users receive important information in a timely manner. Fyno's role in SMS security --------------------------- Fyno’s robust infrastructure platform can help you safely deliver SMS messages to your users without compromising on security and performance. ### 1\. Opti-channel routing Fyno's opti-channel routing allows businesses to intelligently route SMS messages based on various scenarios. Opti-channel routing allows you to set up failover protocols in case of SMS delivery failure. You can add multiple SMS providers to the same workflow, setting up a condition to switch between providers in case of delivery failure. You can also set up workflows to use different mobile carriers to send SMS based on the Geography of the customer. ### 2\. Hide sensitive user data Fyno allows you to safeguard sensitive user data with the help of techniques like Masking. Masking conceals sensitive information by replacing them with a “X” when displayed in the SMS as well as within the system. For example, a phone number like “1234567890” would appear as “xxx-xxx-7890”, hiding the first six digits while still providing context. This allows you to share only the necessary information over SMS, while protecting all the other user information from unauthorized access. ### 3\. Real-time alerts and monitoring Fyno offers real-time alerts and monitoring capabilities to quickly detect and respond to SMS security threats. With continuous monitoring of SMS traffic, deliverability rates, and anomaly detection, Fyno can notify you about suspicious activities such as SMS flooding and offer you insights to take prompt action. ### 4\. Compliance with regulatory standards Fyno allows you to adhere to compliance and regulatory standards set for SMS communication. In India, TRAI has introduced the Distributed Ledger Technology (DLT) system to tackle the issue of unwanted commercial messages and spam SMS. Fyno simplifies the DLT compliance process by providing a simple, user-friendly platform for businesses to manage their DLT requirements efficiently. With Fyno, users can create, register, and manage all their DLT templates in one centralized location. The platform also enables the submission and approval of templates from various telecom operators. By streamlining the DLT compliance process, Fyno saves businesses time and resources while helping them maintain transparency, protect customer privacy, and build trust with their audience. Conclusion ---------- SMS security is a critical aspect of 2FA authentication, and it shouldn’t be overlooked. While SMS offers convenience and accessibility, it also comes with inherent security risks and vulnerabilities. By understanding these risks, implementing appropriate security measures, and using state-of-the-art notification infrastructure like Fyno, businesses can protect their users' data. FAQs ---- ### **1.** **What is SMS security?** SMS security refers to the protection of SMS messages from unauthorized access and malicious activities. ### **2\. Why is SMS important for 2FA?** SMS is widely used for two-factor authentication (2FA) due to its simplicity and broad accessibility. ### **3. What are common SMS security risks?** Common risks include SMS spoofing, interception, phishing (SMiShing), flooding, malware attacks, and data leaks. ### **4\. How does SMS spoofing work?** SMS spoofing involves sending messages that appear to come from a trusted source to deceive recipients. ### **5. What is SMS interception?** SMS interception involves unauthorized access to SMS messages, often to steal sensitive data. ### **6\. How can I protect against SMS phishing (SMiShing)?** Avoid clicking on links from unknown sources and verify the sender's legitimacy. ### **7. How does SMS authentication work and what are its benefits ?** SMS authentication sends a one-time code to a user’s phone, which they enter to verify their identity. Benefits include enhanced security, user convenience, and wide accessibility. ### --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Is it easy to intercept SMS? A complete guide Author: Tamilselvi Ramasamy Published: 2024-08-13 Category: Articles Meta Title: Understanding SMS Interception: Risks & Prevention Tips Meta Description: Explore SMS interception risks and prevention methods. Learn about common scenarios, how interception occurs, and tips to secure your messages effectively. Tags: Insights, Customer communication, SMS URL: https://www.fyno.io/blog/is-it-easy-to-intercept-sms-a-complete-guide-clzs7nipc00fb78t2fdebxdan What is SMS intercept? ---------------------- SMS intercept refers to the **unauthorised act of intercepting and reading text messages without the sender’s or recipient’s consent.** This can be achieved through various methods, such as exploiting vulnerabilities in the mobile phone network, using spyware, or hacking into the devices involved. Understanding how SMS interception works is crucial for safeguarding personal information and maintaining communication privacy. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/is-it-easy-to-intercept-sms-a-complete-guide-1-1723545425990-compressed.jpg) Common scenarios of SMS interception ------------------------------------ 1. **Financial fraud**: Attackers may intercept SMS messages containing verification codes from banks or payment services. This allows them to bypass two-factor authentication (2FA) and gain unauthorized access to bank accounts or online payment systems. 2. **Corporate espionage**: Companies may fall victim to SMS interception to steal confidential information, trade secrets, or intellectual property. Attackers can intercept messages between employees or the company and its clients. 3. **Personal data theft**: Individuals can have their SMS messages intercepted to obtain personal information such as passwords, social security numbers, or other sensitive data. This information can be used for identity theft or blackmail. 4. **Phishing attacks**: Cybercriminals may use intercepted SMS messages to craft more convincing attacks. By understanding the context of the intercepted messages, they can create fraudulent messages that appear legitimate, increasing the likelihood of successful deception. 5. **Surveillance**: Governments or law enforcement agencies may intercept SMS messages. While this can be legal under specific circumstances, unauthorized surveillance by other entities is a significant privacy concern. Unauthorized entities may also use a monitoring app to track and intercept SMS messages, further compromising privacy. How SMS interception works -------------------------- SMS interception involves intercepting text messages as they travel through cellular networks. This process can exploit various vulnerabilities, particularly in older technologies like the SS7 (Signaling System 7) protocol, which was initially designed in the 1980s and remains widely used despite its flaws. Some malware functions as a text message interceptor app, allowing attackers to monitor and intercept messages without the user's knowledge. ### 1\. **Network vulnerabilities** Mobile networks, especially those based on the SS7 protocol, are prone to attacks. Hackers can exploit these vulnerabilities to intercept SMS messages without the sender or receiver knowing. For instance, an attacker can trick the network into thinking the target phone is roaming, allowing the hacker to intercept messages intended for the target phone. ### 2\. **Malware** Malware can be installed on a target phone to intercept text messages directly. For instance, some spyware requires manual installation on Android phones. Once the malware is in place, it can forward incoming messages to a third party. This method requires the attacker to convince the target to install the malicious software, often through phishing attacks or malicious apps. ### 3\. **SS7 vulnerabilities** SS7 is particularly vulnerable to interception attacks. Hackers can access the SS7 network and intercept SMS messages by exploiting its security holes. This type of attack can be sophisticated but doesn't require expensive equipment, making it accessible to various attackers . Why is SMS interception a concern? ---------------------------------- SMS interception is a significant security threat, as cybercriminals exploit SMS vulnerabilities to access sensitive data, leading to financial and personal risks. Attackers can read, alter, or delete messages without the user’s knowledge, causing identity theft and unauthorized transactions. Attackers can also use various methods to access and monitor messages sent and received through the messages app on smartphones. In banking and logistics, SMS interception disrupts operations, compromises client data, and erodes trust in communication systems. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-15-1-1-1723545584315-compressed.png) ### Potential risks and impacts on sensitive data 1. **Financial loss**: Intercepted SMS messages can lead to unauthorized access to bank accounts, resulting in fraudulent transactions and financial theft. 2. **Identity theft**: Attackers can gather personal information to impersonate victims, potentially leading to further fraud and privacy violations. 3. **Operational disruption**: For businesses, intercepted messages can disrupt communication channels, affecting customer service and operational efficiency. 4. **Reputational damage**: Companies suffering from SMS interception incidents may suffer reputational damage, lose customer trust, and face potential legal repercussions. 5. **Data breach consequences**: In industries like BFSI and logistics, the interception of sensitive data can lead to extensive data breaches. ### Examples of SMS interception incidents 1. **UPS data breach**: In 2023, attackers used information from a data breach to send smishing texts to people expecting packages. This incident highlights the risks associated with intercepted messages in the logistics sector. 2. **Zendesk credential theft**: In 2022, Zendesk employees were targeted by smishers who intercepted SMS messages to steal account credentials, leading to unauthorized access to company systems and sensitive data. 3. **Healthcare sector alerts**: The Department of Health and Human Services issued warnings about smishing attacks targeting the healthcare industry, demonstrating the widespread impact of SMS interception across various sectors. Curious about safer ways to handle notifications? [Learn more](https://www.fyno.io/blog/notification-infrastructure-solutions)[Try Fyno for Free](https://app.fyno.io/login) Methods of SMS interception --------------------------- ### 1\. Spyware apps Spyware apps are malicious software designed to monitor and intercept SMS messages on a target phone secretly. They can be installed through phishing attacks or malicious links. Once installed, they can access text messages, social media chats, and other sensitive data. To enhance SMS security, it is crucial to educate users about the risks and encourage them to download apps from reputable sources. ### 2\. Network-based interception Network-based interception involves exploiting vulnerabilities in mobile networks to intercept SMS messages. This method is sophisticated and typically used by attackers with advanced technical skills. They might intercept messages by exploiting flaws in the signalling system used by telecom networks. Businesses should ensure robust network security measures and work with telecom providers to mitigate such risks. ### 3\. SIM swapping SIM swapping is a technique in which attackers manipulate telecom operators to transfer a victim's phone number to a new SIM card controlled by the attacker. This allows them to intercept SMS messages and phone calls and gain access to online accounts linked to the phone number. To prevent SIM swapping, users should enable additional security measures on their mobile accounts, such as two-factor authentication and PINs. > ​Don’t let SMS interception put your data at risk. See how [SMS authentication](https://www.fyno.io/blog/what-is-sms-authentication-and-how-secure-is-it-clywqr0ic006vnvor732r8tzs) secures sensitive information. Prevention tips --------------- SMS Phishing is a growing threat, but you can protect yourself by following some crucial prevention tips. Implementing these measures can significantly reduce the risk of falling victim to smishing attacks. ### **1\. End-to-end encryption** 1. **Encrypt your messages**: Ensure your messaging app supports end-to-end encryption. 2. **Verify encryption status**: Regularly check if your messages are encrypted, especially when sharing sensitive information. 3. **Use encrypted devices**: Consider using devices with built-in encryption to protect all data, not just messages. ### **2\. Two-factor authentication (2FA)** 1. **Enable 2FA**: Activate two-factor authentication on all your accounts. This adds an extra layer of security, making it harder for attackers to gain access. 2. **Use authenticator apps**: Opt for authenticator apps like Google Authenticator over SMS-based [2FA](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q) to avoid potential SMS interception. 3. **Regularly update 2FA methods**: Change your 2FA methods periodically to enhance security. ### **3\. Regular software updates** 1. **Update your software**: Update your phone's operating system and apps to patch security vulnerabilities. 2. **Enable auto-updates**: Turn on automatic updates for essential apps and systems to ensure you always have the latest security patches. 3. **Update security software**: Use reputable security software and keep it updated to detect and prevent smishing attempts. ### **4\. Stay informed** 1. **Educate yourself**: Stay informed about the latest SMS phishing tactics and trends. Awareness is the first step in prevention. 2. **Follow security blogs**: Subscribe to security blogs and news sites for updates on emerging threats and protective measures. 3. **Share knowledge**: Educate friends, family, and colleagues about the dangers of SMS phishing and how to protect themselves. Related terms ------------- ### SMS spoofing [SMS spoofing](https://www.fyno.io/blog/understanding-sms-spoofing-risks-prevention-and-legitimate-uses-clxochhmm001lagmdorzvxbis) is a technique attackers use to send messages that appear to come from a trusted source. This method is frequently used in smishing attacks to trick recipients into believing the message is legitimate. Spoofing can be highly effective because it exploits people's inherent trust in familiar phone numbers and organizations. #### **Common characteristics of SMS spoofing:** 1. **Trusted Sender Name**: Messages appear to come from reputable organizations. 2. **Urgent Requests**: Urgent language urging immediate action. 3. **Embedded Links**: Links leading to phishing sites or malicious downloads. ### SMS phishing (Smishing) [Smishing](https://www.fyno.io/blog/sms-phishing-understanding-preventing-and-combating-smishing-attacks-in-2024-clywntcfe006bnvorthsxndfl) combines SMS and phishing, aiming to steal personal information through fraudulent messages. Cybercriminals exploit text messages' urgency and personal nature to lower victims' guard. #### **Key steps in smishing attacks:** 1. **Personalised messages**: Tailored messages targeting specific individuals or demographics. 2. **Social engineering**: Tactics to manipulate recipients into revealing information. 3. **Malware links**: Links that download malware or redirect to phishing sites. #### **Prevention measures:** 1. **Educate employees**: Training to recognize and report suspicious messages. 2. **Use multi-factor authentication**: Reducing reliance on SMS-based 2FA, which can be intercepted. 3. **Regular security updates**: Ensuring devices and apps are up-to-date to mitigate vulnerabilities. Conclusion ---------- In conclusion, SMS interception seriously risks personal and business communications. Understanding how interception occurs and implementing preventive measures, such as using encryption and regularly updating software, is crucial. Adhering to regulatory compliance and using robust security solutions, like those offered by Fyno, can greatly enhance the protection of sensitive data. Continuous vigilance, education, and leveraging advanced security features ensure that our communication channels remain secure from evolving threats. FAQs ---- ### **1\. What is SMS interception?** SMS interception is the unauthorized act of intercepting and reading text messages without the sender's or recipient's consent. It often exploits network vulnerabilities, uses spyware, or hacks devices. ### **2\. How do attackers intercept SMS messages?** Attackers intercept SMS messages by exploiting network vulnerabilities (especially in older protocols like SS7), using malware, and SIM swapping. ### **3\. Why is SMS interception a concern?** SMS interception is a significant concern because it can lead to financial fraud, identity theft, corporate espionage, and other serious security breaches, compromising personal and business communications. ### **4\. Can encryption prevent SMS interception?** Yes, end-to-end encryption can significantly reduce the risk of SMS interception by ensuring that only the intended recipient can read the messages. ### **5\. How can individuals protect themselves from SMS interception?** Individuals can protect themselves by using encrypted messaging apps, enabling two-factor authentication, regularly updating software, and being cautious about downloading apps and clicking on links from unknown sources. ### **6\. What are some common scenarios of SMS interception?** Common scenarios include financial fraud, corporate espionage, personal data theft, phishing attacks, and unauthorized surveillance. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## MFA fatigue attacks: Understanding, preventing, and combating them Author: Rohit Jain Published: 2024-07-26 Category: Articles Meta Title: Understanding and Preventing MFA Fatigue Attacks Meta Description: Learn about MFA Fatigue Attacks, how they work, real-life examples, and strategies to prevent them. Discover robust solutions to protect against these growing cyber threats. Tags: Insights, Communication experience, Customer communication URL: https://www.fyno.io/blog/mfa-fatigue-attacks-understanding-preventing-and-combating-them-clz2a2d91000l10w54ysnrqqv Cybercriminals are getting smarter day by day and they’re always finding new tricks to exploit organizations and individuals. And, recently, they’ve found a way to crack [MFA.](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q)​ The new method that’s on the rise is called the MFA Fatigue Attack. These attacks use MFA's own features against it. In this post, we'll explain MFA Fatigue Attacks in detail. We'll show you what they are, how they work, and how to prevent yourselves from such attacks. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/mfa-fatigue-attack-1-1721973861091-compressed.png) What is an MFA fatigue attack? ------------------------------ ### Definition An MFA Fatigue Attack is a social engineering tactic. It doesn’t exploit the vulnerability in the system. Instead, it exploits the vulnerabilities of the users. In a typical MFA fatigue attack, the Attackers bombard users with authentication requests, hoping to wear them down. The goal? To frustrate users into approving a login they didn't initiate. These attacks often happen in a case where the users have enabled push-notification style authentication, which many MFA platforms use for convenience. ### Types of authentication factors To understand MFA Fatigue Attacks, let's quickly review the three main types of authentication factors: 1. Something you know (like passwords or PINs) 2. Something you have (like mobile devices or security tokens) 3. Something you are (like fingerprints or facial recognition) MFA Fatigue Attacks usually target the second type, especially mobile devices which are used for approving [push notifications.](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications)​ How do MFA fatigue attacks start? --------------------------------- ### 1\. Initial breach and compromise MFA Fatigue Attacks don't happen in isolation. They're often part of a larger attack strategy. It usually starts with: * Phishing emails to steal login credentials * Buying stolen credentials from the dark web * Exploiting system vulnerabilities ### 2\. Use of stolen credentials Once attackers have a user's login info, they're ready to launch the MFA Fatigue Attack. They use the stolen credentials to start login attempts, triggering the MFA process. ### 3\. Sending MFA push notifications This is where the "fatigue" part comes in. Attackers repeatedly trigger login attempts, flooding the user's device with push notifications. ### 4\. Victim response and attack success The hope is that the victim, overwhelmed by notifications, will eventually approve one – either by accident, or just to make them stop. Once approved, the attacker gains access to the account. Recognizing the signs of MFA fatigue attacks -------------------------------------------- Knowing what to look for can help spot MFA Fatigue Attacks before they succeed. Here are some common red flags: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/mfa-attack-1721973911380-compressed.png) ### 1\. Frequent authentication requests If you're suddenly bombarded with push notifications asking you to approve a sign-in, especially when you’re not logged in or are actively working on the app, is a warning sign. ### 2\. Requests without prior login attempts You would not have logged into an app or your account for quite some time, but suddenly, you receive a push notification to authenticate a login request. This is a sign that someone else is trying to gain access to your account. ### 3\. Unrecognized geographical locations Most MFA-based login requests will mention the geographical location from where the user (normally you) is trying to access their account. If you receive a login request from a different geographic location, chances are someone from a different part of the world is attempting to gain access to your account. Real-life examples of MFA fatigue attacks ----------------------------------------- ### Uber (2022) In September 2022, Uber fell victim to a sophisticated MFA Fatigue Attack. A hacker targeted an employee with repeated MFA requests for over an hour. They even sent a WhatsApp message posing as Uber IT support, telling the employee to accept the request to make them stop. This gave the attacker access to Uber's internal systems, causing significant disruption. ### MGM and Caesar's (2023) In September 2023, both MGM Resorts and Caesars Entertainment were hit by cyberattacks involving MFA Fatigue tactics. The attacks led to major disruptions in hotel operations. MGM faced an estimated $100 million in costs, while Caesars reportedly paid a $15 million ransom. ### Cisco (2022) Cisco experienced a breach where attackers used voice phishing and MFA Fatigue techniques to compromise an employee's personal Google account. The attackers bombarded the employee with push notifications and even made voice calls posing as trusted organizations. Once they gained access, they were able to move within Cisco's corporate network. Strategies to prevent MFA fatigue attacks ----------------------------------------- Protecting against MFA Fatigue Attacks requires a multi-layered approach. Here are some key strategies: ### 1\. Strengthen password management Use strong, unique passwords for all the apps and services you use. The best way to achieve this is by using a password manager that can help create and store complex passwords securely. ### 2\. Use OTP-based MFA Instead of choosing MFA as a secondary authentication method, you can choose One-Time Passwords (OTPs). They are more secure than push notifications, as they require active input from the user. ### 3.Implement adaptive authentication This approach analyses factors like device, location, and user behaviour to determine the level of authentication required for each login attempt. Here’s where an opti-channel platform like Fyno can help. It can analyse user preferences and behavior and send authentication requests or OTPs to the channel that they’ll most likely be using at that moment. ### 4\. Restrict user access Limit user access rights to only what's necessary for their role. This minimizes potential damage if an account is compromised. ### 5\. Adopt risk-based authentication Assign risk scores to login attempts based on various factors. Higher-risk logins require additional verification steps. ### 6\. Disable push notification as a verification method Consider using more secure methods like number matching or time-based one-time passwords (TOTP) instead of simple "Approve" or "Deny" push notifications. The best way to achieve this by encouraging users to use an Authenticator app that uses the TOTP method for authentication. Enhancing security protocols without overwhelming users ------------------------------------------------------- While robust security is crucial, it's important to balance it with user experience. Here's how: ### 1\. Improve user education Regular training on security best practices and how to recognize MFA Fatigue Attacks can significantly boost your defense. ### 2\. Promote strong password hygiene Encourage the use of password managers and regular password updates. ### 3\. Encourage a culture of security Foster an environment where security is everyone's responsibility. Encourage employees to report suspicious activities. ### 4\. Limit MFA request frequencies Set how many times a push notification-based MFA request is sent to a user at a given time. This will keep your users safe and at the same time won’t give a lot of leverage for the attackers. Advanced prevention measures ---------------------------- For organizations looking to further enhance their security posture: ### 1\. Enable additional context in MFA requests Provide users with additional information about login attempts, such as the location and device being used. You can also use AI to warn them if you think the attempt comes from a device or location that’s different from the ones they use. ### 2\. Use physical security keys Hardware-based security keys can provide an extra layer of protection against MFA Fatigue Attacks. You can use it to protect the accounts of those who have the highest security clearance at your company, like the IT admins. ### 3\. Regularly review account sessions Implement tools to monitor and review active sessions, allowing quick detection and termination of unauthorized access. ### 4\. Adopt a zero-trust approach Assume no user or device is trustworthy by default. Verify every access attempt, regardless of its origin. How Fyno helps combat MFA fatigue attacks ----------------------------------------- At [Fyno](http://fyno.io/), we understand the challenges of balancing security with user experience. Our platform offers several features to help protect against MFA Fatigue Attacks: 1. **Centralized management**: Fyno provides a unified hub for managing all your OTPs and push notification-based MFA requests, rather than you having to use multiple platforms to manage them. Having all your customer data, content, and workflows reduces the incidents of security breaches. 2. **Robust security measures:** Fyno doesn’t expose critical user information to anyone. We have intelligent masking and hashing mechanisms in place to make sure that nobody gains access to your user data. We also use push token cleanup to remove outdated push tokens, making life difficult for attackers who are trying to exploit the vulnerability. 3. **Intelligent routing**: Our system analyses user behavior and patterns, and intelligently routes authentication requests to the channels they’ll most likely use, reducing the likelihood of MFA fatigue attacks behavior and risk levels. 4. **Analytics and insights**: Gain valuable data on authentication patterns to identify and respond to potential threats quickly. 5. **User preference management**: Allow users to set their preferred notification channels and frequencies, which prevents you from using push notification-based MFA as a default secondary authentication method. Conclusion ---------- ### The Importance of vigilance and proactive measures MFA Fatigue Attacks are a growing threat in the cybersecurity landscape. By understanding how these attacks work and implementing robust prevention strategies, organizations can significantly reduce their risk. Remember, security is an ongoing process that requires constant vigilance and adaptation. ### Leveraging Fyno for robust security solutions In the fight against MFA Fatigue Attacks and other cyber threats, having the right tools is crucial. [Fyno.io](http://fyno.io/) offers a comprehensive platform that enhances your security posture and improves the overall user experience. By centralizing your communication and authentication processes, Fyno helps you stay one step ahead of potential threats. Don't let MFA Fatigue Attacks catch you off guard. Explore how Fyno can help strengthen your defenses and streamline your authentication processes. Contact us today to learn more about our security solutions and how we can tailor them to your specific needs. FAQs ---- **1\. What is an MFA fatigue attack?** An MFA Fatigue Attack is a social engineering tactic where attackers bombard users with repeated authentication requests to wear them down into approving a login attempt. ### **2\. How do MFA fatigue attacks typically start?** These attacks often begin with attackers obtaining stolen credentials through phishing, buying them from the dark web, or exploiting system vulnerabilities. ### **3. What are common signs of an MFA fatigue attack?** Common signs include frequent authentication requests, requests without prior login attempts, and login attempts from unrecognized geographical locations. ### **4\. Which type of authentication factor is most targeted by MFA fatigue attacks?** MFA fatigue attacks usually target the second type of authentication factor,"something you have," which involves mobile devices used for approving push notifications. ### **5. Can MFA fatigue attacks exploit system vulnerabilities?** No, MFA fatigue attacks exploit user vulnerabilities rather than system vulnerabilities. ### **6\. How can you prevent MFA fatigue attacks?** Preventing MFA fatigue attacks involves using strong passwords, OTP-based MFA, adaptive authentication, restricting user access, adopting risk-based authentication, and disabling push notifications as a verification method. ### **7. What is the role of adaptive authentication in preventing MFA fatigue attacks?** Adaptive authentication analyses factors like device, location, and user behavior to determine the level of authentication required for each login attempt. ### **8. How can organizations enhance security without overwhelming users?** Organizations can balance security with user experience by improving user education, promoting strong password hygiene, encouraging a culture of security, and limiting MFA request frequencies. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What is SMS authentication and how secure is it? Author: Tamilselvi Ramasamy Published: 2024-07-22 Category: Articles Meta Title: "Understanding SMS Authentication: Secure Your Online Accounts" Meta Description: "Learn how SMS authentication works, its benefits, security concerns, and alternatives to protect your online accounts effectively and enhance user experience." Tags: Customer communication, Solutions, SMS URL: https://www.fyno.io/blog/what-is-sms-authentication-and-how-secure-is-it-clywqr0ic006vnvor732r8tzs **What is SMS authentication?** ------------------------------- SMS Authentication is a security process where a user **receives a unique code via a text message to verify their identity.** This method is part of multi-factor authentication (MFA) and adds an extra layer of security to online accounts. It requires both a password and a code sent to a mobile phone, preventing unauthorised access even if a password is compromised. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-02-2-1721970343514-compressed.png) ### How SMS authentication works using SMS codes SMS authentication is a widely used method for securing online accounts. It involves sending an SMS authentication code to the user's phone when they attempt to log in. This code is typically a one-time password (OTP) that the user must enter on the website or app to gain access. **Steps for SMS authentication:** 1. **User log in** with their username and password. 2. **A unique SMS code** is sent to their registered mobile phone. 3. **User enters** the SMS authentication code on the login page. 4. **The system verifies** the code, granting access if the code is correct. This process adds an extra layer of security, ensuring that even if a hacker steals the user's password, they cannot log in without access to the user's mobile phone. ### Types of One-Time Passwords (OTPs) One-time passwords (OTPs) are crucial in SMS authentication, providing a temporary code for user verification. Different types of OTPs are used in authentication methods, each with unique features. **Types of OTPs:** 1. **Time-based OTPs (TOTP):** These OTPs are generated based on the current time and are valid for a short duration, typically 30 seconds to 1 minute. They are used in many authentication apps. 2. **Event-based OTPs (HOTP):** These are generated based on a counter that increments each time an OTP is requested. They remain valid until used, providing flexibility in timing. 3. **Biometric OTPs:** In some advanced systems, OTPs are generated based on biometric data such as fingerprints or facial recognition, offering high security. 4. **SMS-based OTPs:** These are sent directly to the user's mobile phone via text message and are commonly used due to their simplicity and widespread mobile phone usage. Each type of OTP enhances security by ensuring that the password can only be used once and within a specific context, reducing the risk of unauthorized access. Benefits of SMS authentication ------------------------------ SMS authentication offers several advantages, making it a popular choice for securing access to online accounts and services. This method adds a layer of security, which is crucial for protecting sensitive customer data and preventing unauthorized access. Additionally, SMS authentication is easy to use and widely understood by users, which increases the likelihood of adoption and successful implementation. ### User-friendly and widely adopted 1. **Ease of use:** SMS authentication is straightforward, requiring users to receive and enter a code sent via text message. This simplicity makes it accessible to a broad range of users, including those who may not be tech-savvy. 2. **Broad acceptance:** Due to its simplicity, many organizations across various sectors, including BFSI and logistics, have adopted SMS authentication as a standard security measure. According to a study by Symantec, SMS-based two-factor authentication is used by over 76% of organizations globally. 3. **Familiarity:** Most users are already familiar with receiving and reading SMS messages, which reduces the learning curve and increases the likelihood of successful implementation and user compliance. ### Easy to implement and integrate 1. **Integration with existing systems:** SMS authentication can be easily integrated into existing login systems without significant changes. It is compatible with various platforms and services, making it a flexible solution for enhancing security. 2. **Developer-friendly:** Many SMS API providers offer straightforward integration processes, allowing developers to add SMS authentication features with minimal effort. 3. **Quick deployment:** The setup process for SMS authentication is quick, allowing organizations to enhance their security measures promptly. This is particularly beneficial for companies needing to secure user accounts rapidly in response to emerging threats. ### Cost-effective for small-scale implementations 1. **Affordable solution:** Implementing SMS authentication is relatively inexpensive compared to other multi-factor authentication methods. This makes it an attractive option for small businesses and startups that need robust security without breaking the bank. 2. **No additional hardware required:** Unlike hardware tokens or biometric systems, SMS authentication does not require users to purchase or maintain additional devices. Users only need their mobile phones, which they already possess. 3. **Scalable:** As businesses grow, SMS authentication can scale with them. Service providers typically offer flexible pricing models that accommodate the needs of both small-scale and large-scale implementations, ensuring that the solution remains cost-effective as the company expands. Need a secure OTP system? Explore best practices for a secure OTP message delivery system here. [Learn more](https://www.fyno.io/blog/secure-and-scalable-otp-message-delivery-system)[Try Fyno for Free](https://app.fyno.io/login) Security concerns of SMS authentication --------------------------------------- SMS authentication, while widely used, raises significant security concerns. One major issue is the vulnerability to [SMS spoofing](https://www.fyno.io/blog/understanding-sms-spoofing-risks-prevention-and-legitimate-uses-clxochhmm001lagmdorzvxbis), SIM swapping, and social engineering attacks. These methods can compromise user accounts and lead to unauthorized access. Additionally, the lack of encryption in SMS messages poses a risk to the confidentiality of the authentication process. ### Vulnerabilities to SMS spoofing, SIM swapping, and social engineering 1. **SMS spoofing**: Attackers can manipulate the sender information of a text message to appear as if it is from a trusted source. This can lead to users unknowingly sharing sensitive information. 2. **SIM swapping**: This technique involves transferring a victim's phone number to a new SIM card controlled by the attacker. Once the transfer is complete, the attacker can intercept SMS messages, including authentication codes. 3. **Social engineering**: Attackers often use social engineering tactics to trick users into revealing their authentication codes or other personal information. This can be done through phishing attacks, where users are directed to fake websites. ### Limited security: SMS messages are not encrypted SMS messages are not encrypted by default. This lack of encryption means that the information can be read in plain text if the messages are intercepted. This poses a significant risk for SMS authentication, especially when dealing with sensitive data such as login credentials or one-time passwords (OTP). ### Comparison to other authentication methods for enhanced security 1. **Authenticator apps**: Unlike SMS, authenticator apps generate codes locally on the device and do not rely on network-based transmission, making them more secure against interception. 2. **Public key cryptography**: This method uses a pair of keys (public and private) to encrypt and decrypt data, providing a high level of security. It is widely used in securing online transactions and communications. 3. **Biometric authentication**: Using fingerprints, facial recognition, or voice recognition adds an extra layer of security that is difficult to replicate or steal. 4. **Hardware tokens**: These physical devices generate authentication codes and are considered highly secure since they are not connected to the internet and require physical possession. ### Alternatives to SMS authentication SMS authentication is a widely used method for securing online accounts. However, it has some vulnerabilities that have led many organizations to explore alternative authentication methods. Here are some effective alternatives to SMS authentication: 1. **Authenticator apps**: Mobile authenticator apps generate time-based one-time passwords (TOTP) that provide a layer of security. These apps, like Google Authenticator and Authy, do not rely on cellular service, making them less susceptible to SIM swapping and other attacks. 2. **FIDO2 (WebAuthn) and U2F security keys**: These hardware-based authentication methods offer robust security. FIDO2 and U2F keys use public key cryptography to verify the user's identity without transmitting sensitive information over the network, significantly reducing the risk of phishing attacks. 3. **Biometric authentication**: Methods like fingerprint scans, facial recognition, and voice recognition provide enhanced security by verifying a unique physical characteristic of the user. Biometric data is difficult to replicate, offering strong protection against unauthorized access. 4. **Email authentication**: Sending a one-time password (OTP) or verification link to the user's email adds another layer of security. This method is useful when combined with other authentication factors for multi-factor authentication (MFA). 5. **Security questions and answers**: While not the most secure method, combining security questions with other factors can improve overall security. It is essential to use questions with answers that are hard to guess or find through social engineering. 6. **Push notifications**: Some services use [push notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) sent to the user’s mobile device for authentication. This method can be more secure than SMS as it involves app-specific notifications. 7. **Smart cards**: Used primarily in enterprise settings, smart cards can store authentication credentials securely and require a physical card reader for access. 8. **Behavioral Biometrics**: This method analyzes user behaviour, such as typing patterns or mouse movements, to verify identity. It is often used as an additional layer of security. ### FIDO2 (WebAuthn) and U2F security keys for multi-factor authentication (MFA) FIDO2 (WebAuthn) and U2F security keys are among the most secure alternatives to SMS authentication. They use public key cryptography to authenticate users without transmitting sensitive information over the network. 1. **Enhanced security**: These keys resist phishing and man-in-the-middle attacks because they do not share secret data with the online service. 2. **Ease of use**: Users can simply insert their key into a USB port or connect via NFC, providing a seamless and quick authentication process. 3. **Widely supported**: Many online services, including Google, Microsoft, and Dropbox, support FIDO2 and U2F keys, making it easier for users to secure multiple accounts with a single key. 4. **Case study**: A major financial institution reported a 99% reduction in account takeovers after implementing FIDO2 security keys for its customers. ### Mobile authenticator apps and TOTP passcodes for added security Mobile authenticator apps, such as Google Authenticator and Authy, provide time-based one-time passwords (TOTP) that offer enhanced security compared to SMS authentication. 1. **Offline access**: These apps generate codes even when the user's phone is offline, making them reliable in areas with poor cellular coverage. 2. **Reduced vulnerability**: Since TOTP codes do not rely on SMS, they are less vulnerable to SIM swapping and other forms of interception. 3. **Integration**: Many services, including banking and logistics companies, support authenticator apps, allowing seamless integration for users across various platforms. 4. **User example**: A logistics company found that using authenticator apps reduced unauthorized access attempts by 80%, highlighting the effectiveness of this method. ### Biometric authentication and other methods for enhanced security Biometric authentication methods offer a high level of security by using unique physical characteristics of the user. 1. **Fingerprint scanning**: Widely used in smartphones and some laptops, fingerprint scanning provides quick and secure access to accounts and devices. 2. **Facial recognition**: Services like Apple's Face ID offer a convenient and secure way to authenticate users. Facial recognition technology is becoming more accurate and widely adopted. 3. **Voice recognition**: Some services use voice recognition as an additional layer of security. This method can be particularly useful in call centres and customer service operations. 4. **Case study**: A bank implemented facial recognition for mobile app access, reducing unauthorized access attempts by 95%. Implementing multi-factor authentication (MFA) ---------------------------------------------- ​[Multi-factor authentication](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q) (MFA) enhances security by requiring multiple verification methods before granting access. It often includes authenticating by SMS, where users receive a code on their mobile phones to verify their identity. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-01-2-1721970375819-compressed.png) ### Best practices for choosing an authentication method When selecting an authentication method, consider the following best practices: 1. **Assess security needs**: Determine the level of security required based on the sensitivity of the data. MFA, including SMS codes, provides a layer of protection. 2. **User convenience**: Ensure the method is user-friendly. Text message authentication is widely accepted due to its simplicity and accessibility. 3. **Cost-effectiveness**: Evaluate the cost of implementation and maintenance. It is cost-effective compared to other methods, such as biometric verification. 4. **Compliance with standards**: Choose methods that comply with industry standards and regulations to avoid legal issues. 5. **scalability**: Ensure the authentication method can scale with your business growth. ### Importance of compliance and regulatory requirements Adhering to compliance and regulatory requirements is essential for maintaining trust and avoiding legal repercussions. 1. **Understand regulations**: Familiarize yourself with relevant regulations in your industry. 2. **Implement strong authentication**: Use MFA methods that comply with regulatory standards. SMS two-factor authentication is widely recognized for its security. 3. **Regular audits**: Conduct regular audits to ensure ongoing compliance. This helps identify and mitigate potential security gaps. 4. **Employee training**: [Offer training certificates](https://certifier.io/blog/training-certificate-templates) to emphasize the importance of compliance and secure authentication practices. Educated staff can better prevent security breaches. **Fyno's approach to SMS authentication** ----------------------------------------- ### Fyno verify ​[Fyno Verify](https://docs.fyno.io/docs/fyno-verify) is a comprehensive solution for securing online transactions and access. It uses advanced public key cryptography to ensure the integrity and confidentiality of authentication codes. 1. **Public key cryptography**: Ensures secure and encrypted communication. 2. **Real-time verification**: Provides instant verification of user identity. 3. **Fraud detection**: Prevents fraudulent activities during the authentication process. ### Seamless integration with existing systems Our product can be integrated seamlessly with your existing IT infrastructure, allowing enhanced security without significant changes. This ensures that organizations can adopt advanced security measures with minimal disruption. 1. **Compatibility**: Works with various systems and platforms. 2. **Ease of implementation**: Quick setup with minimal changes required. 3. **Flexible API**: Fyno's flexible API supports customization and smooth integration. In fact, Fitpass has achieved 100% SMS deliverability and robust authentication through our intelligent routing and failover mechanisms. This significantly enhanced their security and user experience, providing reliable and seamless communication. FAQs ---- ### **1\. What is SMS Authentication?** SMS Authentication is a security process where users receive a unique code via text message to verify their identity. ### **2\. How secure is SMS Authentication?** It adds an extra layer of security by requiring both a password and a code sent to a mobile phone, preventing unauthorized access. ### **3\. How does SMS Authentication work?** Users log in with their credentials, receive a unique SMS code, and enter it on the login page. The system verifies the code. ### **4\. What are the types of One-Time Passwords (OTPs) used in SMS Authentication?** Types include Time-based OTPs (TOTP), Event-based OTPs (HOTP), Biometric OTPs, and SMS-based OTPs. ### **5\. What are the benefits of SMS Authentication?** It offers enhanced security, user-friendliness, broad acceptance, easy implementation, and cost-effectiveness. ### **6\. What are the security concerns with SMS Authentication?** Vulnerabilities include SMS spoofing, SIM swapping, and the lack of encryption in SMS messages. ### **7\. What are some alternatives to SMS Authentication?** Alternatives include authenticator apps, FIDO2 security keys, biometric authentication, and email authentication. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## SMS phishing: Understanding, preventing, and combating smishing attacks in 2024 Author: Tamilselvi Ramasamy Published: 2024-07-22 Category: Articles Meta Title: Understanding smishing: Protecting against SMS phishing scams Meta Description: Learn how to identify and prevent smishing attacks. Discover common types, risks, and tips to safeguard your sensitive data from SMS phishing threats. Tags: Customer communication, Solutions, SMS URL: https://www.fyno.io/blog/sms-phishing-understanding-preventing-and-combating-smishing-attacks-in-2024-clywntcfe006bnvorthsxndfl **What is SMS phishing (smishing)?** ------------------------------------ Smishing, a blend of “SMS” and “phishing,” refers to **fraudulent attempts to obtain sensitive information through text messages.** These smishing attacks often lure victims by pretending to be legitimate organizations. Attackers send deceptive SMS messages that prompt recipients to reveal personal information or click malicious links. Smishing is similar to voice phishing, where cybercriminals use phone calls to impersonate reputable entities like banks or customer service representatives to deceive individuals. For example, you might receive a text message from what appears to be your bank asking you to verify your account information. This tactic is a common method to steal sensitive data, such as login credentials and financial information. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-10-1721633654205-compressed.png) The difference between phishing and smishing -------------------------------------------- Phishing generally involves fraudulent emails, while smishing specifically targets mobile phones through SMS messages. Both phishing and smishing aim to deceive individuals into divulging sensitive information. However, smishing leverages the immediacy and perceived trustworthiness of text messages. Unlike emails, SMS messages are often read quickly, making recipients more susceptible to scams. While smishing uses SMS, other phishing methods like vishing use phone calls to deceive individuals. For instance, a smishing message might appear as a notification from a delivery service, prompting you to click a link to reschedule a delivery. This will ultimately lead to a fake website designed to steal your information. This understanding of smishing is crucial for protecting your sensitive information from sophisticated social engineering attacks. Always verify the authenticity of SMS messages, especially those requesting personal or financial details. Awareness and caution are key to preventing smishing attacks and safeguarding your data. How smishing works and spreads ------------------------------ ### 1\. How smishing attacks are delivered Smishing attacks are delivered through fraudulent SMS messages designed to trick recipients into revealing sensitive information. These messages often contain malicious links that direct users to fake websites where they are prompted to enter personal or financial information. The attackers exploit SMS vulnerabilities to make these messages appear legitimate, often mimicking trusted organizations. Users must be cautious, especially when receiving unexpected messages. Businesses must also consider compliance with data protection regulations when implementing SMS authentication to enhance SMS security. Smishing messages can also include deceptive text messages that claim to be from financial institutions or government agencies. These messages typically urge recipients to act immediately, such as verifying their bank accounts or logging into their online accounts. Fraudsters manipulate victims into providing sensitive data without verifying the message’s source by creating a sense of urgency. ### 2\. Role of text messages in smishing attacks Text messages play a critical role in phishing attacks, serving as the primary medium for delivering fraudulent content. SMS messages are particularly effective for phishing because they are perceived as more personal and trustworthy than emails. This trust makes it easier for attackers to deceive recipients into clicking on malicious links or providing sensitive information. Fraudulent SMS messages often use social engineering tactics to exploit human psychology. For example, a smishing message might pretend to be a notification about a package delivery or a security alert from a bank. These messages can contain a verification code or a request for login credentials, aiming to capture sensitive information. ### 3\. How fraudsters obtain mobile numbers Fraudsters obtain mobile numbers through various means, often involving data breaches and social engineering. One common method is phishing attacks, where attackers trick individuals into revealing their phone numbers. Once obtained, these numbers are used to target victims with personalized messages in smishing attacks. Another way fraudsters gather mobile numbers is by purchasing lists from data brokers, including phone numbers collected from various sources, including social media and online transactions. Additionally, fraudsters may use automated tools to generate and test phone numbers. This brute force attack technique involves sending smishing messages to many randomly generated numbers, hoping that some will be active. Protecting personal phone numbers and being cautious about sharing them online can help reduce the risk of falling victim to smishing attacks. **The risks of smishing attacks** --------------------------------- 1. **Identity theft and exposure of sensitive data:** Smishing attacks, a type of SMS phishing, can cause severe identity theft. Attackers use deceptive text messages to access sensitive information, including personal details, login credentials, and financial data. For instance, in 2022, 1.3 million U.S. identity theft cases were linked to smishing. Revealing personal information through these fraudulent messages puts individuals at high risk. 2. **Financial consequences of smishing attacks:** Smishing attacks can have devastating financial impacts, including unauthorized transactions and credit card fraud. Malicious links in smishing messages trick victims into divulging sensitive financial information. For example, in 2021, smishing attacks cost Americans over $50 million. Financial institutions and legitimate organizations constantly warn customers about the dangers of SMS phishing. Types of smishing attacks ------------------------- 1. **COVID-19 smishing:** COVID-19 smishing attacks surged during the pandemic, exploiting public fear with phishing SMS messages about vaccines or financial aid. These messages often contain malicious links that steal sensitive data like login credentials or personal details when clicked. 2. **Financial services smishing:** Financial services smishing targets bank customers with phishing SMS messages that appear to come from legitimate organizations. These messages often claim an urgent issue with the recipient's bank account, tricking them into revealing personal or financial information. 3. **Gift smishing:** Gift smishing lures recipients with promises of free gifts or prizes in text messages from seemingly legitimate brands. Clicking on these links can lead to fake websites that steal sensitive information, such as credit card details. Examples of smishing attacks ---------------------------- 1\. **Bank fraud messages**: One common smishing attack involves receiving a message that appears to be from a bank warning about suspicious activity on your account. The message urges you to click on a link to verify your account information. When victims click the link, they are directed to a fake website where they can steal their login credentials and other sensitive information. 2\. **Package delivery scams**: Attackers often send text messages claiming to be from a delivery service, stating there's an issue with a package delivery. The message includes a link to a fake website where victims are asked to enter personal information to reschedule the delivery. This information can then be used for identity theft or other malicious purposes. 3\. **Government agency impersonations**: Some smishing attacks involve messages that appear to be from government agencies, such as the IRS or local authorities. Unless the recipient clicks a link or provides sensitive information, these messages may threaten legal action. The goal is to scare victims into divulging personal details or making immediate payments. 4\. **Tech support scams**: Victims receive messages claiming a problem with their device or software. The message includes a link to a fake tech support site or a phone number to call. Once contact is made, the attacker may install malware on the victim's device or charge for unnecessary services. 5\. **Lottery and prize scams**: Attackers send messages informing recipients that they've won a prize or lottery. Victims are asked to provide personal information or pay a fee to claim their winnings. This data is then used for fraudulent activities or identity theft. ### Common smishing scams 1\. **Financial institution scams**: These scams trick recipients into providing sensitive data by pretending to be from banks or financial services. The messages often create a sense of urgency, pushing victims to act quickly without verifying the source. 2\. **Social media phishing**: Attackers use text messages to direct victims to fake social media login pages. Once the victim enters their credentials, the attackers gain access to their accounts, which can be used for further fraudulent activities or to send more phishing messages. 3\. **Account verification scams**: Victims receive messages claiming an issue with one of their online accounts (e.g., email, shopping sites). The message includes a link to a fake login page to steal their credentials. 4\. **Subscription renewal scams**: Attackers send messages saying that a subscription (such as for streaming services) is about to expire. The message prompts victims to click a link to renew the subscription, leading to a phishing site where they enter their payment information. 5\. **Emergency and disaster relief scams**: During natural disasters or emergencies, scammers send messages pretending to be from relief organizations, asking for donations. These messages often contain links to fake websites that collect personal and financial information. Identifying and preventing smishing attacks ------------------------------------------- ### Characteristics of smishing messages Smishing messages often seem legitimate, tricking users into revealing sensitive information. These messages typically include: 1. **Urgent language**: Phrases like "immediate action required" or "urgent update" are common. 2. **Suspicious links**: Links to websites that look legitimate but are actually fake. 3. **Requests for sensitive data**: Demands personal information, such as login credentials or credit card details. Smishing attacks manipulate victims by using their trust in SMS messages. It's crucial to recognize these characteristics to avoid falling for such scams. ### Red flags to watch out for in text messages When evaluating text messages for potential smishing, watch out for: 1. **Unsolicited messages**: Messages from unknown numbers or unexpected sources. 2. **Grammar and spelling errors**: Legitimate organizations usually have well-crafted messages. 3. **Personal or financial information requests**: Be wary if asked to provide sensitive information. 4. **Unverified links**: Hover over links to check their actual destination before clicking. Recognizing these red flags can help protect against smishing attacks, which aim to gather sensitive data through deceptive text messages. ### Best practices for protecting yourself from smishing To safeguard against smishing, follow these best practices: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-13-1-1-1721909031734-compressed.png) 1. **Verify the sender**: Confirm the sender's identity before responding to any SMS message. 2. **Avoid clicking on links**: Refrain from clicking on links in unsolicited messages. 3. **Use Multi-Factor Authentication (MFA)**: Enhance security by enabling MFA on all online accounts. 4. **Educate yourself**: Stay informed about the latest smishing tactics and how to spot them. 5. **Report suspicious messages**: Report any suspicious SMS messages to your mobile carrier or relevant authorities. By adopting these practices, you can significantly reduce the risk of falling victim to smishing scams. What to do if you become a victim of smishing --------------------------------------------- Smishing attacks can be alarming, especially when sensitive information is lost. If you become a victim, prompt action is crucial. This section will guide you through immediate steps and reporting processes to protect your identity and secure your data. ### Immediate steps to take after falling victim to smishing 1. **Cease communication:** Stop interacting with spam messages immediately. Avoid clicking any links or providing further information. 2. **Change passwords:** Update the passwords for your online accounts, particularly those related to banking, email, and social media. Use strong, unique passwords and consider enabling multi-factor authentication. 3. **Notify your bank:** Contact your bank or financial institution immediately. Inform them about the smishing attack to safeguard your accounts from unauthorized transactions. 4. **Run a security scan:** Use anti-malware software to scan your mobile device for any malicious software that might have been installed through the smishing attack. 5. **Monitor financial accounts:** Regularly check your bank statements and credit reports for suspicious activity. Early detection can help mitigate potential financial loss. ### How to report smishing attacks and protect your identity 1. **Report to authorities:** Inform local law enforcement agencies and provide them with all the details of the smishing attack. This helps in tracking and preventing further scams. 2. **Notify your carrier:** Report the smishing message to your mobile carrier. They can take measures to block such messages and enhance your SMS security. 3. **Contact the FTC:** In the United States, report the smishing attack to the Federal Trade Commission (FTC). The FTC provides resources and guidance on dealing with identity theft and fraudulent activities. 4. **Alert your network:** Inform friends, family, and colleagues about the smishing attack. This will spread awareness and help them avoid similar scams. 5. **Use identity protection services:** Consider subscribing to identity protection services. These services monitor your personal information and alert you to potential identity theft. Staying safe from smishing and other phishing attacks ----------------------------------------------------- Smishing attacks often involve fraudulent SMS messages that trick recipients into revealing personal or financial information. Understanding the tactics used in these attacks is the first step in preventing them. ### The importance of awareness and education in preventing smishing attacks 1. **Educate yourself and your team**: Knowledge is the best defence against smishing. Regularly update your team about the latest smishing tactics and SMS phishing attacks. Awareness training helps in recognizing and avoiding malicious links in deceptive text messages. 2. **Recognize red flags**: Smishing messages often urge immediate action or create urgency. Learning to identify these cues can prevent unauthorized transactions and data theft. Always verify the legitimacy of any request for sensitive data. 3. **Promote security awareness training**: Implementing comprehensive training programs can drastically reduce the risk of smishing attacks. Such training should cover handling SMS vulnerabilities and not divulging sensitive information via text. ### Tools and resources for staying informed 1. **Use anti-malware software**: Install anti-malware software on mobile devices to detect and block phishing SMS attempts. This software can provide an additional layer of security against smishing scams and malicious links. 2. **Subscribe to security updates**: Stay updated with the latest security threats and solutions by subscribing to reputable cybersecurity newsletters and alerts. Organizations can use these resources to inform employees about new smishing techniques and SMS security issues. 3. **Implement Multi-Factor Authentication (MFA)**: MFA adds an extra layer of security, making it harder for attackers to access sensitive accounts even if login credentials are compromised. This is crucial for protecting online accounts and financial transactions. 4. **Regular security audits**: Conduct regular security audits to identify and address SMS vulnerabilities within your organization. Audits help ensure that your systems and processes are up-to-date and capable of resisting smishing attacks. Understanding the methods attackers use and implementing robust security measures are essential in protecting sensitive data and maintaining SMS security. **How Fyno can help prevent and mitigate smishing attacks** ----------------------------------------------------------- Fyno offers a robust multi-channel communication platform designed to enhance security and prevent smishing attacks. By integrating all [communication channels](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement)—SMS, email, push notifications, and more—into a single API, Fyno streamlines communication management and reduces the complexity of monitoring multiple channels individually. 1. **Unified API integration:** Fyno provides a single API to manage all communication channels, simplifying the integration process and reducing the risk of vulnerabilities that can be exploited in smishing attacks. This unified approach ensures consistent security protocols across all channels. 2. **Intelligent routing and automation:** Fyno's intelligent routing capabilities ensure messages are delivered through the most secure and reliable channels. Automated workflows help detect and block suspicious activities in real-time. 3. **Centralized management:** By centralizing communication management, Fyno enables comprehensive monitoring and quick response to potential threats, ensuring timely intervention and mitigation of smishing attacks. ### Enhanced security features for regulated industries For industries such as banking and finance, where regulatory compliance is critical, Fyno offers enhanced security features tailored to meet these stringent requirements. 1. **Data masking and hashing:** Fyno ensures sensitive information is protected through data masking and hashing, making it difficult for attackers to access or misuse personal or financial information. 2. **Access controls:** Implementing strict access controls, Fyno ensures that only authorized personnel can access sensitive data, reducing the risk of internal threats. 3. **Compliance with regulations:** Fyno adheres to global privacy and security standards, helping businesses comply with data protection regulations such as [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7) and SOC2. This compliance reduces the risk of hefty fines and reputational damage due to data breaches. ### Real-time monitoring and alerts for suspicious activity Fyno provides real-time monitoring and alerts to quickly identify and respond to suspicious activities, which is crucial in preventing and mitigating smishing attacks. 1. **Anomaly detection:** Fyno’s platform includes advanced anomaly detection capabilities to identify unusual patterns in communication traffic that may indicate a smishing attack. This proactive approach helps in early detection and prevention of potential threats. 2. **Real-time alerts:** The system generates real-time alerts for any suspicious activity, enabling swift action to mitigate threats. These alerts ensure that security teams are immediately notified of potential smishing attempts. 3. **Detailed reporting:** Fyno provides comprehensive reports and analytics on communication activities, allowing businesses to track and analyze trends, identify vulnerabilities, and improve their security posture. FAQs ---- ### 1\. **What is SMS phishing (smishing)?** Smishing is a type of phishing attack that uses SMS messages to trick recipients into revealing sensitive information. ### 2\. **How can one identify a smishing message?** Look for urgent language, suspicious links, and requests for sensitive data in unsolicited messages. ### 3\. **What should one do if they receive a suspicious SMS?** Do not click on any links, verify the sender, and report the message to your mobile carrier or relevant authorities. ### 4\. **How can one protect themselves from smishing attacks?** Use multi-factor authentication, avoid clicking on links in unsolicited messages, and stay informed about the latest smishing tactics. ### 5\. **What are the common types of smishing attacks?** Common types include financial institution scams, social media phishing, and package delivery scams. ### 6\. **What immediate steps should one take if one falls victim to smishing?** Cease communication with the sender, change your passwords, notify your bank, and run a security scan on your device. ### 7\. **How do fraudsters obtain mobile numbers for smishing?** Fraudsters obtain mobile numbers through data breaches, social engineering, and purchasing lists from data brokers. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp flows for businesses: A complete guide for meaningful customer interactions Author: Rohit Jain Published: 2024-07-17 Category: Articles Meta Title: WhatsApp Flows: Create powerful app-like experiences within WhatsApp Meta Description: Learn how WhatsApp Flows transform customer communication with automated, personalized interactions. Discover benefits, practical applications, and Fyno's advanced features. Tags: Communication experience, Customer communication, WhatsApp URL: https://www.fyno.io/blog/whatsapp-flows-for-businesses-a-complete-guide-clypler3b002e12jdr4hxi7ry **Introduction to WhatsApp flows** ---------------------------------- Effective communication is the cornerstone of business success in today's fast-paced digital world. As the global leader in instant messaging, WhatsApp presents a unique opportunity for businesses to connect with customers on a platform they already love. But how can you leverage this powerful tool beyond simple chats? The answer lies in WhatsApp Flows. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/cover-01-1721314970894-compressed.jpg) What are WhatsApp flows? ------------------------ WhatsApp Flows are automated conversational experiences that guide customers through several steps to achieve a specific goal. They combine automated messages with interactive elements like buttons, lists, and forms, creating seamless and engaging customer experiences. * **More than just chat:** WhatsApp Flows transcend traditional chatbots, offering structured, interactive experiences. * **Personalised journeys:** These flows are customisable, allowing businesses to tailor the conversation to individual customer needs. * **Data-driven insights:** Flows collect valuable data on customer behaviour, enabling businesses to optimise their communication strategies. Benefits of using WhatsApp flows -------------------------------- The impact of WhatsApp Flows on customer communication is undeniable. Here's how they can elevate your business from both a customer and developer perspective: ### Improved engagement (customers & developers) * **Businesses:** WhatsApp Flows are inherently interactive, capturing attention and encouraging participation. You can create a dynamic conversation that keeps customers hooked by incorporating elements like quick replies, buttons, and multimedia. * **Developers:** Interactive elements provide rich opportunities for data collection and user engagement. Developers can leverage these to create flows that feel less like automated responses and more like personalised conversations. ### **Better personalization experiences (customers & developers)** * **Businesses:** Gone are the days of generic messages. WhatsApp Flows enable hyper-personalization, delivering tailored content based on customer preferences, past interactions, and demographic data. This level of personalisation fosters a stronger connection and boosts conversion rates. * **Developers:** Developers can implement complex logic and conditional responses to tailor the flow to individual user input, creating a truly unique experience for each customer. ### **Increased customer retention (customers & developers)** * **Businesses:** By providing instant support, proactive notifications, and personalised offers, WhatsApp Flows nurture customer loyalty. Happy customers are more likely to stick around and become brand advocates. Are lengthy WhatsApp conversation threads slowing down your business? Accelerate processes with WhatsApp Flows to create powerful app-like experiences.  [Get Started](https://www.fyno.io/whatsapp-flows) Creating WhatsApp flows ----------------------- Crafting effective WhatsApp Flows requires a blend of creativity and strategic planning. Here's a roadmap to guide you through the process: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-flows-medium-banner-1721315306340-compressed.png) ### Choosing a trigger for your flow The first step is to determine what will initiate the flow. Common triggers include: * **Keywords:** Specific words or phrases in a customer message. * **QR codes:** Scannable codes that launch a pre-defined flow. * **Facebook/Instagram ads:** Click-to-WhatsApp ads that direct users to your flow. * **Website widgets:** Embedded buttons or links on your website. ### **Building your flow** Once you've chosen a trigger, it's time to build your flow. Consider the following: * **Clear objectives:** Define the goal of your flow. * **Logical steps:** Design a clear and concise conversational path. * **Engaging content:** Use a mix of text, images, and interactive elements. * **Clear call-to-action:** Guide users towards a specific action. Several tools are available to streamline flow creation, including: * **WhatsApp business API:** The official API offers robust customisation options for developers. * **Fyno:** A user-friendly platform with drag-and-drop functionality and advanced features. * **Other third-party tools:** Explore various options based on your needs and budget. **Practical applications of WhatsApp flows** -------------------------------------------- WhatsApp Flows can be adapted to a multitude of business needs. Here are some real-world examples: ### **Lead generation:** Use WhatsApp flows to capture new leads by offering valuable content, such as ebooks or webinars, in exchange for contact information. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-flows-guide-medium-banner-1721315977532-compressed.png) Appointment booking: Streamline bookings and reservations by allowing customers to book appointments or reservations directly through WhatsApp, eliminating the need for phone calls or website visits. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-flows-guide-medium-banner-1-1721316068420-compressed.png) ### ​**Promotions and rewards:** Implement promotional campaigns and rewards by sending your customers personalised promotions, discounts, and loyalty rewards, boosting engagement and sales. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-flows-guide-2-medium-banner-1721316116998-compressed.png) ### Customer service feedback: Collect and manage customer feedback through flows to improve your products and services. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-flows-guide-4-medium-banner-1721316092365-compressed.png) Advanced features of WhatsApp flows ----------------------------------- To take your WhatsApp Flows to the next level, consider these advanced features: ### Flow builder: Fyno's intuitive Flow Builder simplifies the creation and management of flows. It features drag-and-drop functionality, pre-built templates, and integrations with popular CRM and marketing platforms. ### JSON for flows: For advanced users, JSON (JavaScript Object Notation) offers the flexibility to create highly customised flows with complex logic and integrations. This level of customisation empowers developers to build unique, tailored experiences for their customers. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/screenshot-2024-07-16-at-8-1721316219139-compressed.png) Why use WhatsApp flows for your business? ----------------------------------------- The advantages of incorporating WhatsApp Flows into your business strategy are clear: ### Enhanced efficiency Automate repetitive tasks, allowing your team to focus on more complex issues and improve operational efficiency. ### Better customer experience Provide instant, personalised support and information, improving customer satisfaction and loyalty by meeting them on their preferred platform. ### Cost-effective communication Reduce phone calls and email costs by automating customer interactions and [streamlining communication](https://www.fyno.io/blog/28-sms-templates-to-streamline-communication-for-your-growing-logistics-startup) processes. How fyno enhances WhatsApp flows -------------------------------- Fyno takes WhatsApp Flows to the next level with its comprehensive suite of features: ### Multi-channel integration Seamlessly connect WhatsApp with other [communication channels](https://www.fyno.io/blog/communication-channels), such as SMS, email, and voice calls, to ensure a unified customer experience across platforms. By smartly combining SMS and WhatsApp for your [customer communications](https://www.fyno.io/blog/marketing-communication-vs-customer-communication), you can save big on communication costs as you scale.  ### Regulatory compliance Fyno prioritises security and compliance, especially for sensitive industries like BFSI (Banking, Financial Services, and Insurance), ensuring data protection and adhering to regulatory requirements. ### High-volume communication management Fyno's robust infrastructure can handle large volumes of messages and interactions, making it ideal for businesses with high customer engagement. This ensures smooth and efficient communication even during peak periods. The power and pitfalls of data interchange: A developer's dilemma ----------------------------------------------------------------- As a developer, you're no stranger to the transformative power of APIs and data interchange. You've seen how seamlessly integrating systems can unlock new possibilities and streamline processes. However, you've also encountered the challenges – the complexities of real-time data exchange, the need for robust security, and the constant vigilance required for error handling. WhatsApp Flows, the interactive conversational experiences within WhatsApp amplify these challenges and opportunities. They open doors to engaging customer interactions, personalised journeys, and data-driven insights. But harnessing their full potential requires navigating the intricacies of data interchange, security, and scalability. ### A new frontier for developers WhatsApp Flows are automated conversational experiences within WhatsApp that go beyond simple chats. They're structured interactions that guide users through specific actions and processes, combining automated messages with interactive elements like buttons, lists, and forms. * **Structured interactions:** Think of them as guided conversations, where users are prompted to take specific actions that lead to a desired outcome. * **Interactive elements:** Enhance engagement and gather information through buttons, lists, and forms that seamlessly collect user input. * **Data exchange:** WhatsApp Flows' true power lies in its ability to exchange data with external systems, enabling real-time updates and personalised experiences. **Fyno: The developer's toolkit for mastering WhatsApp flows** -------------------------------------------------------------- Fyno empowers developers with a comprehensive platform for creating, managing, and optimising WhatsApp Flows. It simplifies the complexities of data interchange, ensuring security and scalability while providing the flexibility to build custom solutions. ### **What developers need to know about whatsapp flows** Before diving into Fyno's capabilities, let's explore the fundamental aspects of WhatsApp Flows that developers need to grasp: ### **1\. The WhatsApp business API** WhatsApp Flows is founded on the WhatsApp Business API. This official API provides developers the tools to build and manage interactive conversations, send and receive messages, and integrate with external systems. ### **2\. The structure of a flow** A WhatsApp Flow consists of a series of nodes, each representing a step in the conversation. Nodes can include messages, interactive elements, data collection points, and logic for branching the conversation based on user input. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-flows-guide-4-1721316259322-compressed.png) ### 3\. Data interchange with external systems WhatsApp Flows can seamlessly integrate with CRMs, databases, and other applications, enabling real-time data exchange. This opens the door to personalised messaging, automated processes, and data-driven decision-making. ### 4\. Error handling and fallbacks Robust error handling is essential to ensure a smooth user experience. Design your flows to handle unexpected inputs, system failures, and other potential issues gracefully. Fyno empowers developers with a comprehensive platform for creating, managing, and optimising WhatsApp Flows. It simplifies the complexities of data interchange, ensuring security and scalability while providing the flexibility to build custom solutions. Fyno: Empowering developers to master WhatsApp flows ---------------------------------------------------- Fyno is a comprehensive platform designed to simplify the complexities of building, managing, and optimising WhatsApp Flows. It addresses the challenges developers face by providing: * **Multi-channel integration:** Seamlessly integrate WhatsApp with other communication channels, such as SMS, email, and voice calls, for a unified customer experience. * **Regulatory compliance:** Ensure adherence to industry regulations, particularly for sensitive sectors like BFSI, safeguarding customer data and maintaining trust. * **High volume communication management:** Handle large messages and interactions efficiently, ensuring seamless communication during peak periods. * **Developer-friendly tools:** Fyno offers a robust API, comprehensive documentation, code samples, and a supportive community to facilitate smooth integration and customisation. * **Real-time analytics:** Gain valuable insights into user behaviour, flow performance, and conversion rates to optimise your flows for maximum impact. Don't miss out on the opportunity to transform your customer communication strategy. Get started with Fyno today and unlock your [business's full potential with WhatsApp](https://www.fyno.io/whatsapp) Flows. FAQs ---- ### 1\. What are WhatsApp Flows? WhatsApp Flows are automated conversational experiences that guide customers through several steps to achieve a specific goal, using interactive elements like buttons, lists, and forms. ### 2. How do WhatsApp Flows enhance customer engagement? WhatsApp Flows create dynamic, interactive conversations that capture attention and encourage participation through elements like quick replies, buttons, and multimedia. ### **3. Can WhatsApp Flows be personalized?** Yes, WhatsApp Flows can be customized to deliver tailored content based on customer preferences, past interactions, and demographic data. **4.** What are some common triggers for starting a WhatsApp Flow? Common triggers include keywords in customer messages, QR codes, Facebook/Instagram ads, and website widgets. ### **5. How do WhatsApp Flows help in lead generation?** WhatsApp Flows capture new leads by offering valuable content in exchange for contact information through interactive and automated conversations. ### **6\. What is the role of Fyno in enhancing WhatsApp Flows?** Fyno enhances WhatsApp Flows by providing features like multi-channel integration, regulatory compliance, and high-volume communication management. ### **7.** Can WhatsApp Flows be integrated with other systems? Yes, WhatsApp Flows can integrate with CRMs, databases, and other applications for real-time data exchange and personalized messaging. ### **8. Why should businesses use WhatsApp Flows?** Businesses should use WhatsApp Flows to automate repetitive tasks, enhance customer experience, and reduce communication costs while maintaining personalized interactions. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The CPaaS industry: Driving growth with unified customer communication APIs Author: Rohit Jain Published: 2024-07-12 Category: Articles Meta Title: CPaaS and Unified APIs: Revolutionizing Customer Communication Meta Description: Explore how CPaaS empowers businesses with unified APIs for seamless integration of SMS, email, push notifications, voice, WhatsApp, and more. Discover the benefits and how Fyno enhances communication efficiency. Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/the-cpaas-industry-driving-growth-with-unified-customer-communication-apis-clyd0vuha007auj1obplh9ofn The Communications Platform as a Service (CPaaS) industry is experiencing rapid growth. Gartner forecasts that 90% of global enterprises will use CPaaS for customer experience and engagement by 2028, up from 50% in 2023. The increasing variety of communication channels drives this expansion. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-6-1720784974300-compressed.png) Understanding CPaaS ------------------- ​[CPaaS](https://www.fyno.io/blog/the-ultimate-guide-to-choosing-your-cpaas-provider-cly5hn0pi0065of7dwjwpsgtg) platforms empower Engineering Managers, Technical Product Managers, and technology functions to integrate various communication features into their applications using APIs, SDKs, and no-code/low-code builders. Key channels supported by CPaaS include: 1. **SMS**: Sending and receiving text messages. 2. **Email**: Facilitating email communication. 3. **Push notifications**: Delivering alerts to mobile devices. 4. **In-app messaging**: Enabling direct communication within apps. 5. **Voice**: Making and receiving voice calls. 6. **WhatsApp**: Leveraging WhatsApp for customer interactions. 7. **Rich communication services (RCS)**: Enhanced messaging capabilities with rich media. The need for unified customer communication APIs ------------------------------------------------ Unified APIs aggregate these diverse communication services into a single, cohesive interface, offering numerous benefits: 1\. **Streamlined Integration:** Simplifies integrating multiple [communication channels](https://www.fyno.io/blog/communication-channels). 2\. **Consistency**: Provides a uniform interface, reducing development complexity. 3\. **Security**: Enhances security with features like PII masking and one-way datahash.  4\. **Improved Developer Experience**: Comprehensive documentation and support libraries streamline development. Benefits of unified APIs in CPaaS --------------------------------- 1. **Efficiency**: Simplifies the development process by providing a single access point. 2. **Cost-effectiveness**: Reduces development and maintenance costs. 3. **Scalability**: Easily scales communication functionalities to meet business growth. 4. **Future-proofing**: ensures compatibility with evolving technologies and standards. 5. **Omni-channel communication management**: Solves omni-channel communication management problems with a plug-and-play platform. 6. **Timely deliverability**: Ensures timely and 100% deliverability of communications across any channel. 7. **Detailed reporting**: Provides curated, detailed, and consolidated reports for all communications and notifications at a user level. 8. **Cost-effective channels**: Enables cost-effective alternative channels like [In-App and Push notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) for mobile app users. 9. **Customer preferences management**: Allows building, offering, and managing customer preferences regarding which channels they want to receive specific communications. How fyno can help ----------------- Fyno is a modern communication platform that helps mid-market and enterprise companies consolidate their multi-channel product communications in one place using a single API. Critical features of Fyno include: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-8-1720788529162-compressed.png) * **No-code orchestration layer**: Easily create and send notification flows in just a few minutes. * **Intelligence layer**: Track, measure, and improve communication experiences with integrations, [template management](https://www.fyno.io/templates), and a powerful workflow builder. * **Scalable enterprise-grade system**: Fyno offers a communication system that can grow with your business needs, ensuring scalability and reliability. **[Visit Fyno](https://app.fyno.io/schedule-demo)** FAQs ---- ### **1. What is CPaaS?** CPaaS (Communications Platform as a Service) allows businesses to integrate various communication features into their applications using APIs, SDKs, and no-code/low-code builders. ### **2. What are Unified Customer Communication APIs?** Unified Customer Communication APIs aggregate diverse product communications into a single, cohesive interface, simplifying integration and providing a uniform interface. ### **3. What are some key communication channels supported by CPaaS?** Key communication channels supported by CPaaS include SMS, Email, Push Notifications, In-App Messaging, Voice, WhatsApp, and Rich Communication Services (RCS). ### **4. What are the benefits of using Unified APIs in CPaaS?** Benefits include streamlined integration, consistency, enhanced security, improved developer experience, efficiency, cost-effectiveness, scalability, future-proofing, omnichannel communication management, timely deliverability, detailed reporting, and cost-effective channels. ### **5. How does Fyno help businesses with communication needs?** Fyno consolidates multi-channel product communications in one place using a single API, featuring a no-code orchestration layer, an intelligence layer for tracking and improving communications, and a scalable enterprise-grade system. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Is push authentication safe for 2FA and MFA? Author: Rohit Jain Published: 2024-07-10 Category: Articles Meta Title: Enhance Security with Two-Factor Authentication (2FA) Meta Description: Discover the benefits of two-factor authentication (2FA), push authentication, and best practices for securing user accounts. Learn how Fyno simplifies 2FA integration. Tags: Customer communication, Solutions URL: https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q Introduction to two-factor authentication (2FA) ----------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-50-1-1720601497445-compressed.png) What is two-factor authentication, and why is it used? ------------------------------------------------------ Two-factor authentication (2FA) is a process in which two different types of authentication are required to validate your identity and grant access to your account. The first factor is typically your password, while the second factor can vary in complexity. It can be a One-Time Password (OTP) sent to your mobile phone or email, or a code generated by an authenticator app linked to your account. By adding this additional layer of authentication beyond just a password, 2FA significantly enhances the security of your account. Benefits of implementing two-factor authentication -------------------------------------------------- **Strengthened security:** 2FA adds an extra layer of protection, significantly reducing the risk of unauthorized account access. **Mitigation of data breaches**: 2FA minimizes the impact of data breaches by preventing account takeovers, even if passwords are compromised. **Enhanced account protection:** 2FA makes it more challenging for attackers to gain control of user accounts, even with stolen login credentials. **Compliance with standards:** Implementing 2FA helps organizations meet industry security standards and regulations, such as PCI DSS or HIPAA. **Increased user trust:** Deploying 2FA demonstrates a commitment to account security, increasing user confidence and loyalty. Understanding authentication factors ------------------------------------ ### **What are authentication factors?** Authentication factors are various 2FA methods that are used to verify a user's identity. Here are some of the most commonly used authentication factors. ### **Types of two-factor authentication products** * **SMS authentication:** Uses text messages to send verification codes to your registered mobile number. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-55-1720596758279-compressed.png) * **Email verification:** Sends verification links or codes to your registered email address. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-56-1720596830555-compressed.png) * **Authenticator apps:** Generates time-based one-time passwords (TOTP) that keeps changing every 30–60 seconds. Some widely used Authenticator apps include Authy, Microsoft Authenticator, 2FAS, etc. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-52-1720597558802-compressed.png) ​ * **Biometric authentication:** Uses fingerprints, facial recognition, or other biometric information to verify the identity. This type of authentication is used for banking operations, verifying your identity to register or renew government documents, getting new mobile numbers, etc. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-53-1720597634964-compressed.png) * **Hardware tokens:** Physical USB-based authentication devices like Yubi key are used to verify identity. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-57-1-2-1720601838565-compressed.png) * **Push notifications:** Sends a prompt to a user's device for approval. This method is commonly used by apps like Gmail, Telegram, and Microsoft Outlook. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-58-1720597752989-compressed.png) * **Backup codes:** Pre-generated codes used as a backup method. A lot of apps use this method as a backup if none of your authentication methods work. The use of backup codes is highly common among privacy-focused apps, apps that come with E2E (End-to-end encryption), and crypto trading platforms. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/notion-untitled-5-1720597789650-compressed.png) Now that we’ve seen all the authentication methods, let’s zoom in on push authentication and how it protects users. How push authentication works ----------------------------- ### **What is push authentication?** Push Authentication is a method where a notification is sent to a user's device, prompting them to approve or deny an authentication request. ### **How does push authentication work?** **Step 1:** A User enters their username and password to log into their account. **Step 2:** Once the password is validated, a push notification is sent to the user's registered device. **Step 3:** User approves the login attempt by pressing the action button in the notification. **Step 4:** Once the user response is validated, the user is granted access to their account Advantages and disadvantages of push authentication --------------------------------------------------- ### **Advantages** * **Convenience:** Easy for users to approve or deny login attempts with a single tap. * **Enhanced security:** Reduces the risk of phishing attacks compared to SMS or email. * **Seamless integration:** Easily integrates with existing security systems and applications. ### **Disadvantages** * **Vulnerabilities and risks:** Susceptible to certain types of attacks, such as MFA fatigue. * **Potential for MFA fatigue attacks:** Users may be subjected to MFA fatigue attacks where they get repeated authentication requests on their device, leading to accidental approvals. Security of push authentication ------------------------------- ### **Is push authentication secure?** Push Authentication based 2FA is generally secure, but must be implemented in the right away to avoid vulnerabilities. ### **Preventing MFA push notification security flaws** * **Limit authentication requests to prevent fatigue attacks:** Attackers bombard users with repeated push notifications, hoping they will approve one out of frustration. You can prevent this by setting a threshold for the number of push notifications that can be sent for authentication purposes. If the user reaches the threshold, you can ask the user to use another form of authentication to access their account. * **Prevent MFA attacks with number matching and additional Context:** Require users to enter a number displayed on the login screen or provide additional context about the login attempt. This is common while using Google and Microsoft apps. * **Show application name and enable geographical location for MFA:** Display the name of the application and location of the login, attempt to help users identify suspicious activity. Comparing push authentication with other 2FA methods ---------------------------------------------------- ### **2FA vs. TOTP (Time-Based One-Time Password)** TOTP generates a time-sensitive code that the user must enter, while push authentication requires a simple approval, making it more user-friendly. ### **Push-based authentication vs. Other 2FA methods** Push-based authentication offers greater convenience, while matching the security impact delivered by SMS and email-based authentication. But, it may be less secure when compared to hardware tokens and biometric methods if not properly implemented. Use cases and best practices for push authentication ---------------------------------------------------- ### **Industries benefiting from push authentication** * **BFSI (Banking, Financial Services, and Insurance):** Push authentication adds another layer of security for account access, financial transactions, and user details updation. * **Logistics and high-volume customer communication sectors:** In these cases, [push notification](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) ensures secure access to sensitive data without paving way for unauthorized access. ### **Best practices for implementing push authentication** * **Educate users about fatigue attacks:** Inform users about the importance of not approving suspicious requests. * **Use number matching:** Add an extra layer of verification by requiring users to match numbers. * **Monitor and analyze:** Continuously monitor authentication attempts and analyze for unusual patterns. Future of authentication ------------------------ ### **Trends and innovations in authentication methods** The future of authentication is moving towards more secure and user-friendly methods, including passwordless authentication, location-based authentication, and authentication based on user behavior and patterns. While a lot of this is not being used widely, but we’ll see a lot of these over the next couple of years. ### How Fyno can help? With Fyno, you can seamlessly integrate your current push notification platforms like Google FCM, OneSignal, or Apple’s APN and set workflows to trigger them for various scenarios including sending notifications to authenticate account access. The advantage of using Fyno is you can manage the content, workflow, and the integration — all from one place. Secure your user data with push authentication ---------------------------------------------- Push authentication has emerged as a secure and user-friendly method for implementing two-factor authentication (2FA). However, proper implementation is crucial to mitigate potential vulnerabilities, such as MFA fatigue attacks. Organizations can ensure a robust push authentication system by following best practices like limiting authentication requests, using number matching, and providing additional context. To ease the time and effort taken to set up push authentication, you can use [Fyno.io](http://Fyno.io) that offers a comprehensive solution for integrating push authentication into your applications and services. This allows seamless management of push notification workflows, content, and integrations from a single platform. By leveraging Fyno’s expertise, organizations can enhance their authentication process, protect user accounts, and provide a smooth user experience. FAQs ---- ### **1. What is Two-Factor Authentication (2FA)? ** Two-Factor Authentication (2FA) is a security process requiring two different methods to verify your identity, typically a password and a second factor like an OTP or biometric information. ### **2.** **What are the benefits of implementing 2FA?** Benefits include strengthened security, mitigation of data breaches, enhanced account protection, compliance with industry standards, and increased user trust. ### **3.** **What are authentication factors in 2FA?** Authentication factors include SMS authentication, email verification, authenticator apps, biometric authentication, hardware tokens, push notifications, and backup codes. ### **4.** **What is push authentication?** Push authentication sends a notification to a user's device, prompting them to approve or deny an authentication request. ### **5.** **How does push authentication work?** After entering a username and password, a push notification is sent to the user's device. The user approves the login attempt, and access is granted once validated. ### **6.** **Is push authentication secure?** Push authentication is generally secure but must be implemented properly to avoid vulnerabilities, such as limiting authentication requests and using number matching. ### **7.** **How can organizations prevent MFA fatigue attacks?** Organizations can limit authentication requests, use number matching, and provide additional context about login attempts to prevent fatigue attacks. ### **8.** **How does push authentication compare with other 2FA methods?** Push-based authentication is more user-friendly than TOTP and matches the security impact of SMS and email-based methods but may be less secure than hardware tokens and biometrics if not properly implemented. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp rate limits for developers: A guide to smooth sailing Author: Ashwin Agarwal Published: 2024-07-08 Category: Articles Meta Title: Navigate Meta's WhatsApp Rate Limits with Fyno | Integration Guide Meta Description: Discover how Fyno manages Meta's WhatsApp rate limits effortlessly, ensuring reliable message delivery and optimal user engagement. Tags: Customer communication, WhatsApp URL: https://www.fyno.io/blog/whatsapp-rate-limits-for-developers-a-guide-to-smooth-sailing-clycvmek2006zuj1oof8uiktv Greetings, developers! Whether you're building the next big communication app or integrating WhatsApp notifications into your existing platform, understanding Meta's rate limits is crucial. This article equips you with the knowledge to navigate these limits and ensure your [WhatsApp messages](https://www.fyno.io/blog/top-reasons-why-your-whatsapp-messages-are-failing-or-error-code-131026-and-1026-cltwuhs510009uw10yerk1onq) reach their intended audience. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-01-compressed-1-1720776008736-compressed.png) **TLDR**​ ------------ * WhatsApp limits how many messages businesses can send (starts at 250 in a day). * Send good messages (relevant, not spam) to increase limits. * Fyno handles rate limits and user opt-outs for you, so your messages get through! **Tiered messaging limits** --------------------------- Meta restricts the number of conversations a business can initiate on WhatsApp within a 24-hour period. You start with a limit of **250 conversations**, but this can be progressively increased based on your performance. Here's the breakdown: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-02-compressed-1-1720775977168-compressed.png) * **1,000 conversations**: Achieved automatically on successful business verification or upon reaching 50% of your current limit within a week (e.g., initiating 500 conversations with a 1,000 limit). * **10,000 conversations**: Automatic upgrade occurs after reaching 5,000 conversations within a week with a 10,000 limit. * **100,000 conversations**: Achieved through the same principle, but with a higher threshold. * **Unlimited conversations**: This is the ultimate goal, but requires exceptional message quality and approval from Meta. **Maintaining a high-quality reputation** ----------------------------------------- Meta prioritises a positive user experience. Sending low-quality messages can hinder your ability to increase messaging limits. Here are some tips for maintaining a good reputation: * **User consent**: Ensure users have opted-in to receive notifications. * **Message relevance**: Deliver valuable and timely information. * **Avoid spam**: Don't bombard users with excessive messages. **Additional rate limits** -------------------------- * **Per-second rate limit**: Meta's Cloud API allows a maximum of 80 messages per second (MPS) per business phone number. This limit can be automatically raised to 1,000 MPs. * **Pair rate limit**: This restriction focuses on individual conversations. Businesses can only send **1 message every 6 seconds** (roughly 10 messages per minute) to a specific WhatsApp user number. Why build another app when 2 billion users are already on WhatsApp?  Build seamless, app-like experiences within WhatsApp without any API changes. [Learn more](https://www.fyno.io/whatsapp-flows)[Talk to us](https://www.fyno.io/schedule-demo)  **Error codes** ---------------- * **130429**: Exceeding the per-second rate limit. * **131056**: Violating the pair rate limit. * **131049:** Exceeding the marketing message limit (per Oct'24 update). Fyno to the rescue! ------------------- Integrating WhatsApp notifications through Fyno offers a significant advantage: **automatic rate limit handling**. Fyno's platform usually throttles messages based on Meta's limits , ensuring your messages get delivered smoothly. Additionally, Fyno manages user preferences, reducing the chances of messages failing due to user opt-out or other restrictions. Conclusion ---------- By understanding Meta's WhatsApp rate limits and leveraging Fyno's platform, you can streamline your development process and ensure reliable message delivery for your users. **Bonus Tip:** * Regularly monitor your messaging limits and quality rating within the [WhatsApp Business](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) Platform. **Fyno makes WhatsApp notification integration a breeze. Sign up today and experience the difference!** FAQs ---- ### 1\. What is the initial message limit for new businesses on WhatsApp? New businesses can initiate up to 250 conversations within 24 hours. ### 2. How can businesses increase their messaging limits on WhatsApp? Businesses can increase their limits by maintaining high message quality and meeting specific usage thresholds. ### **3.** What are the tiered messaging limits for WhatsApp? The tiers are 1,000, 10,000, and 100,000 conversations, with each tier requiring the business to meet certain thresholds and maintain a high-quality rating. ### **4.** What is the per-second rate limit for sending messages via WhatsApp's Cloud API? The default per-second rate limit is 80 messages, which can be raised to 1,000 messages per second. ### **5.** What is the pair rate limit for WhatsApp messages? Businesses can send one message every 6 seconds to a specific WhatsApp user, equivalent to 10 messages per minute. ### **6.** What error codes might indicate rate limit violations on WhatsApp? Error code 130429 indicates exceeding the per-second rate limit, while 131056 indicates violating the pair rate limit. ### **7.** How does Fyno help with WhatsApp rate limits? Fyno automatically handles rate limits and user opt-outs, ensuring smooth message delivery and compliance with Meta's restrictions. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The ultimate guide to choosing your CPaaS provider Author: Rohit Jain Published: 2024-07-03 Category: Articles Meta Title: The Ultimate Guide to Choosing the Right CPaaS Provider Meta Description: Discover how to select the best CPaaS provider with tips on performance, flexibility, scalability, security, and more. Elevate your customer communication with Fyno. Tags: Communication costs, Customer communication, Solutions URL: https://www.fyno.io/blog/the-ultimate-guide-to-choosing-your-cpaas-provider-cly5hn0pi0065of7dwjwpsgtg In today's hyper-connected world, businesses are no longer just competing on products or prices—they're competing for the attention and love of their customers. And the only means to achieve this is through a well-draft customer communication approach. We're talking about a seamless, multichannel, personalized communication approach that makes your customers feel special every time they interact with your brand. Enter the world of Communications Platform as a Service (CPaaS). It's the secret sauce behind those perfectly timed order confirmations, those oh-so-helpful delivery updates, and those impossible-to-ignore promotional messages that somehow always catch you at the right moment. But here's the million-dollar question: How do you choose the right CPaaS provider? With too many options in the market and new ones making their debut every year, making the right choice can feel like trying to find a needle in a digital haystack. But, you don’t have to worry. Here’s the ultimate guide you need to choose the right CPaaS provider. Let’s get started. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-46-1719993496539-compressed.png) What is a CPaaS provider? ------------------------- A CPaaS provider allows businesses to integrate platforms, systems, and services to set up various communication channels for customer communication. These channels include SMS, voice, email, WhatsApp, RCS, and more. Every CPaaS provider offers a suite of tools and APIs that allow organizations to add workflows, and real-time communication features to their apps and user journey without spending time and resources on building their [own notification infrastructure.](https://www.fyno.io/blog/the-true-cost-of-building-your-own-notification-infrastructure-clutcjad9005d26ao9dgdwjp9)​ How does a CPaaS platform work? ------------------------------- CPaaS works by providing a set of APIs (Application Programming Interfaces) that developers can use to integrate communication features into their applications. Here's a breakdown of how it works: 1. **Setting up communication channels and workflows**: Your development team integrates various service providers to set up [communication channels](https://www.fyno.io/blog/communication-channels) within the CPaaS platform. They then set up workflows to be triggered during various occasions in a user’s journey. 2. **API integration:** The output of these workflows will be an API, which the development team will plug into a product’s code base. 3. **Communication request:** When your application needs to send a message or make a call, it sends a request to the CPaaS platform through the API. 4. **Processing:** The CPaaS platform processes this request, and prepares to send a notification to the right users, using the right channel, at the right time. 5. **Delivery:** The CPaaS successfully sends the communication to the users. 6. **Report logging:** The CPaaS platform provides feedback to your application about the status of the communication, and adds an entry to the activity log. There are hundreds of workflows and processes running in the back end for every message your customers receive. Even the slightest delay or message failure would hurt the customer experience. So, the CPaaS provider you choose should be good at various aspects. Below given are the list of factors based on which you should evaluate your CPaaS provider. What should you look for while choosing a CPaaS provider? --------------------------------------------------------- Now that we understand what CPaaS is and how it works, let's explore the key factors to consider when choosing a provider. ### 1\. Performance and reliability When it comes to customer communication, speed and reliability are non-negotiable. Here's what to look for: * **API response time:** Look at the 95th percentile (P95) and 99th percentile (P99) metrics to truly understand how the system performs under pressure. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-47-1719993663753-compressed.png) * **Notification processing time:** Again, focus on P95 and P99 metrics to gauge the system's resilience. * **Retry management and failover systems:** See whether the provider has robust retry mechanisms and failover protocols in place. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-48-1720069220669-compressed.png) * **Deliverability rate at scale:** Your CPaaS provider shouldn’t compromise on deliverability rate even at high volumes. **How Fyno excels in performance and reliability:** Fyno's platform is built for speed and reliability. Our system consistently delivers P90 API response times under 40 milliseconds  and P99 under 165 milliseconds, ensuring your messages are processed swiftly even during peak loads. We also offer configurable retry workflows and failover protocols to help you maintain a 99.9% deliverability rate, even at high volumes. We help you achieve this by integrating multiple service providers to switch between in case of failure. Fyno also goes a step further and offers flexibility to switch channels in case of failure. ### 2\. Flexibility and ease of use Your CPaaS should make your life easier, not harder. Consider these aspects: * **Callback configurations:** Look for flexible options for handling callbacks. Ideally, the system should allow both manual addition of callback URLs and automatic handling based on where the request is received from. This mix of options ensures callbacks can be consumed flexibly, adapting to various use cases and integration scenarios. * **Template management:** The template creation process should be user-friendly and efficient. Look for an intuitive interface that supports dynamic content, previewing, and testing across all channels. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-4-1720069467953-compressed.gif) * **Template approval flow:** An efficient approval system can significantly speed up your operations, especially for channels like WhatsApp and SMS that require pre-approval. Look for platforms that offer streamlined submission processes, clear status tracking, and automated pre-checks against platform guidelines. **How Fyno stands out:** Fyno offers a centralized, user-friendly platform where your entire team (not just engineers) can seamlessly manage multiple communication channels, create workflows, and control their templates. Our platform integrates seamlessly with DLT systems, simplifying the often complex process of template approvals for channels like SMS and WhatsApp. ### 3\. Scalability and capacity As your business grows, your CPaaS should seamlessly grow with you. Scalability isn't just about handling more messages—it's about maintaining performance, reliability, and cost-effectiveness as your communication needs evolve. Here's what to look for: * **Processing volumes:** Higher average processing volumes often indicate a more resilient system. Ask potential providers about their capacity limits and how they handle sudden spikes in traffic. A robust CPaaS should be able to handle your current needs and accommodate future growth without service degradation. * **Auto-scaling capabilities:** Look for providers that offer automatic scaling of resources. This ensures that your communication infrastructure can handle unexpected surges in demand without manual intervention. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-5-1719993782320-compressed.gif) * **Global reach:** If you have international customers or plan to expand globally, consider a provider with a robust global network. This ensures reliable message delivery worldwide and helps navigate complex international regulations. * **Channel scalability:** As you grow, you might need to add new communication channels. Your CPaaS should make it easy to integrate new channels without disrupting existing operations. * **API limits and throttling:** Understand the provider's API rate limits and throttling policies. Ensure they align with your current and projected future needs. **Fyno's advantage:** Fyno's technical architecture is designed to rapidly scale to your growing needs. We handle millions of notifications daily across various channels, ensuring your communication infrastructure won't become a bottleneck as you grow. ### 4\. Security and compliance​ In an era of increasing data privacy concerns, security is paramount: * **Compliance standards:** Ensure the provider adheres to relevant industry standards and regulations like [HIPAA](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr) and [GDPR.](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7)​ * **Data encryption and storage:** Look for strong encryption protocols for data in transit and at rest. * **Disaster recovery:** Ask about backup systems and redundancy measures they have in place. * **Downtime management:** Look into average downtimes and how long it takes them to bring their system back up. * **IP whitelisting:** Also see if your CPaaS provider offers additional security features like IP Whitelisting, which provides an additional layer of protection. **How Fyno excels in security:** Fyno takes security seriously. We offer advanced security measures including: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-49-1719993845065-compressed.png) * **Masking**: Sensitive data points are covered when displayed within Fyno, protecting information from unauthorized access. * **Hashing**: An irreversible process that permanently hides sensitive data points. * **Push token cleanup**: This feature helps maintain clean and relevant data by removing outdated or unused push tokens from user profiles. We also provide IP whitelisting and adhere to strict compliance standards, ensuring your data is always protected. ### 5\. Transparency and pricing Everyone likes surprises, but not when it comes to billing: * **Charging structure:** Understand exactly what you're paying for. Are you charged for message submission or delivery? What about failed attempts or API calls? A clear pricing model helps you budget effectively and avoid unexpected costs. * **Multi-channel experience:** Managing separate systems for each communication channel is not just inefficient—it's expensive. Look for a provider that offers a unified API and platform for all channels. This reduces integration complexity and operational overhead. * **Usage analytics:** Detailed analytics aren't just nice to have—they're essential for optimizing your communication strategy and controlling costs. Look for providers that offer granular insights into your usage across all channels. * **Opti-channel capabilities:** An intelligent system that can choose the most cost-effective channel for each message can significantly reduce your overall communication expenses. **Fyno's approach:** Fyno combines transparent, usage-based pricing with a unified platform for all channels, cutting both costs and complexity. Our advanced analytics dashboard provides real-time insights into message delivery and engagement rates, while our opti-channel system automatically selects the most cost-effective route for each message. With features like cost forecasting and customizable alerts, Fyno doesn't just help you manage your communication costs—it optimizes them, often leading to savings of 20-30% for our clients.​ ### 6\. Channel-specific features Different communication channels have unique requirements. Your CPaaS provider should offer robust support for each channel you use. Let's look at key features for popular channels: ### WhatsApp * **API type:** Prefer Meta cloud APIs for better performance and latest features. * **Templating flexibility:** Support for rich media and dynamic content insertion. * **Advanced features:** Interactive buttons, quick replies, and bot flows. ### SMS * **Global carrier network:** For reliable worldwide delivery. * **Unicode support:** For messages in various languages. * **Long message handling:** Automatic splitting of messages exceeding character limits. ### Email * **SMTP and API support:** Flexibility in sending methods. * **Rich HTML templates:** For visually appealing emails. * **Advanced analytics:** Track open rates and engagement metrics. ### Push notifications * **Cross-platform support:** For both iOS and Android. * **Rich notifications:** Support for images and interactive elements. * **Segmentation:** Tools to target specific user groups. **Fyno's approach:** Fyno provides comprehensive support across all major channels. As a Meta-verified partner, we offer full access to WhatsApp's latest features. Our SMS capabilities include intelligent message handling and scaling. For email, we provide both SMTP and API options with advanced analytics. Our [push notification](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) system supports all major platforms with rich media and targeting capabilities. Importantly, Fyno's unified API allows you to leverage these channel-specific features through a single, consistent interface, simplifying your multichannel communication strategy. Why choose Fyno? ---------------- Fyno isn't just another CPaaS provider—we're a partner in your communication success. Here's why businesses choose Fyno: 1. **Unified platform:** Fyno offers a centralized hub for managing all your communication channels. This means you can handle SMS, email, WhatsApp, and more from a single, intuitive interface. 2. **Opti-channel approach:** Our platform doesn't just offer multiple channels—it helps you use them based on various scenarios. Fyno's intelligent routing ensures your messages are sent through the most effective channel based on factors like cost, customer preferences, and message importance. 3. **Seamless DLT integration:** For businesses operating in India, Fyno simplifies the complex process of [DLT registration](https://www.fyno.io/blog/navigating-the-complexities-of-dlt-registration-with-fyno-clutc3d93005b26aodqmr1zic) and compliance. Our platform integrates directly with DLT systems, streamlining template approvals and ensuring your messages always comply with regulations. 4. **Advanced security:** With features like data masking, hashing, and push token cleanup, Fyno goes above and beyond to protect your data and maintain compliance with regulations like GDPR. 5.  **Scalability:** Whether you're sending hundreds or millions of messages, Fyno's infrastructure is built to handle your needs. Our platform easily scales with your business, ensuring consistent performance even as your communication volumes grow.​ 6. **Intelligent analytics:** Fyno doesn't just deliver your messages—it helps you understand their impact. Our comprehensive analytics provide insights into delivery rates, engagement, and more, helping you continually refine your communication strategy.​ Conclusion ---------- Choosing the right CPaaS provider is a critical decision that can significantly impact your customer communication strategy. By considering factors like performance, flexibility, scalability, security, and channel-specific features, you can make an informed choice that aligns with your business needs. With Fyno, you get more than just a CPaaS provider—you get a partner committed to elevating your customer experience. Our platform combines powerful features, robust security, and intuitive usability to help businesses of all sizes deliver exceptional customer experiences. Ready to transform your customer communication? Explore how Fyno can take your CPaaS experience to the next level. Contact us today for a personalized demo and see the Fyno difference for yourself. FAQs ---- ### **1. What is CPaaS, and why do businesses use it?** CPaaS stands for Communications Platform as a Service. It integrates communication channels like SMS, voice, email, WhatsApp, etc., into business applications via APIs. Businesses use CPaaS to enhance customer engagement, streamline workflows, and deliver personalized messages in real-time. ### **2. How does CPaaS differ from traditional communication methods?** Unlike traditional methods, CPaaS offers flexibility, scalability, and the ability to integrate multiple communication channels into a unified platform. It allows businesses to automate and customize their communication strategies without building and maintaining their own infrastructure. ### **3\. What are the factors to be considered while selecting a CPaaS provider?** Key factors include performance (API response times, deliverability), flexibility (template management, callback options), scalability, security (compliance, encryption), transparent pricing, and support for channel-specific features. ### **4\. Why is security crucial in CPaaS solutions?** Security ensures data protection compliance (e.g., GDPR, HIPAA), with features like encryption, disaster recovery, and IP whitelisting to safeguard sensitive information. ​**5\. Why choose Fyno as your CPaaS provider?** Fyno offers a unified platform for managing all channels, an opti-channel approach for cost efficiency, seamless DLT integration for compliance, advanced security features, scalability, and comprehensive analytics for optimizing communication strategies. ### **6. What are opti-channel capabilities in CPaaS?** Opti-channel capabilities refer to the platform's ability to intelligently select the most effective communication channel (SMS, email, etc.) for each message, optimizing cost and engagement. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Understanding SMS spoofing: Risks, prevention, and legitimate uses Author: Tamilselvi Ramasamy Published: 2024-06-21 Category: Articles Meta Title: Understanding SMS Spoofing: Risks, Prevention, and Protection Meta Description: Learn about SMS spoofing, its risks, and how to protect yourself. Discover the differences between SMS spoofing and smishing, and best practices for secure messaging. Tags: Customer communication, SMS URL: https://www.fyno.io/blog/understanding-sms-spoofing-risks-prevention-and-legitimate-uses-clxochhmm001lagmdorzvxbis **What is SMS spoofing?** ------------------------- SMS spoofing involves **sending text messages with a forged sender ID to make it appear that the message is from a trusted source.** This technique is often used in scams and phishing attacks to trick recipients into divulging personal information or clicking on malicious links. Spoofed messages can look like they are from banks, government agencies, or even personal contacts, making them particularly deceptive For instance, scammers might use SMS spoofing to send fake notifications about suspicious activities on bank accounts, urging recipients to respond immediately with sensitive information. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-43-1719400381062-compressed.png) Difference between SMS spoofing and smishing -------------------------------------------- While SMS spoofing and smishing both involve deceitful text messages, there are distinct differences between the two. SMS spoofing focuses on **altering the sender ID to mask the true origin of the message.** This is done to gain the recipient's trust. In contrast, smishing (SMS phishing) specifically refers to **sending text messages that appear to be from legitimate entities to steal personal information or spread malware.** Smishing often includes links to fake websites designed to capture user credentials. Both tactics exploit the trust recipients place in familiar or authoritative sources but use slightly different methods to achieve their malicious goals. How SMS spoofing works ---------------------- SMS spoofing is a technique scammers use to send text messages that appear to come from a trusted source. They manipulate the sender ID of a text message to make it appear as if it was sent from a different phone number. This method allows scammers to trick recipients into believing the message is genuine, potentially leading to the disclosure of personal information or money transfers. ### Technical explanation of SMS spoofing 1. **Alteration of sender ID**: Scammers use software or online services to change the sender ID of their messages. This process involves entering a different phone number or alphanumeric text as the sender ID. 2. **Delivery process**: The altered message is sent through an SMS gateway, which forwards it to the recipient's mobile network. The message appears to come from the spoofed sender. 3. **Deception tactics**: By mimicking legitimate sources, these messages often contain urgent requests or warnings to trick recipients into acting quickly, such as clicking a malicious link or providing sensitive information. ### How spammers use fake sender IDs to deceive recipients 1. **Phishing attacks**: Spammers send messages that appear to come from trusted organizations, such as banks or service providers, asking for account details or personal information. 2. **Spreading malware**: Some spoofed messages contain links that, when clicked, install malware on the recipient's device. This malware can steal personal data or perform other malicious activities. 3. **Fake money transfers**: Scammers use fake sender IDs to request money transfers. For instance, a message might seem to come from a friend or family member urgently needing funds. 4. **Bypassing spam filters**: Spoofed SMS messages can sometimes bypass spam filters because they seem to come from a trusted source, increasing the chances of reaching the recipient's inbox. Risks of SMS spoofing --------------------- Identifying fraudulent text messages is crucial, as spoofing attacks can lead to severe consequences, including identity theft and financial losses. ### Types of SMS spoofing attacks SMS spoofing can be especially harmful as it often bypasses spam filters, allowing fraudulent messages to reach their intended victims. Below are five types of SMS spoofing attacks. * **Unsolicited bulk messages (UBMs)** * **Harassment** * **Fake money transfers** * **Corporate espionage** * **Identity theft** Let's look at each one of them in detail below. #### 1\. Unsolicited bulk messages (UBMs) Unsolicited Bulk Messages (UBMs) are often used in SMS spoofing to send numerous messages to numerous recipients. These messages typically contain advertisements or phishing links designed to steal personal information. Scammers rely on UBMs to spread their malicious content widely, increasing the chances of finding victims. #### 2\. Harassment Harassment through spoofed SMS messages involves sending threatening or abusive texts from a fake sender ID. This tactic intimidates and distresses the recipient, making it difficult to trace the sender. Harassment via spoofed texts can have severe emotional and psychological effects on the victim. #### 3\. Fake money transfers Fake money transfers are a common form of SMS spoofing, in which scammers send messages pretending to be from a bank or financial institution. These messages often instruct recipients to provide their bank account information or click on a malicious link. Victims of such attacks may lose significant amounts of money if they follow the instructions in the spoofed SMS. #### 4\. Corporate espionage Spoofing attacks are used in corporate espionage to gather sensitive information from businesses. Scammers might send messages that appear to come from within the company, requesting confidential data or access to secure systems. Such attacks can lead to significant financial and reputational damage for the targeted company. #### 5\. Identity theft Identity theft is a major risk associated with SMS spoofing. Scammers use spoofed messages to trick individuals into revealing personal information such as social security numbers, addresses, and bank details. This stolen information can then be used to commit fraud, apply for credit in the victim's name, or conduct other illegal activities. ### Impact on businesses and individuals 1. **Financial losses:** Victims of SMS spoofing can experience significant financial losses due to unauthorized transactions or scams. 2. **Reputation damage:** Businesses affected by spoofing attacks may suffer from reputational harm, leading to a loss of customer trust. 3. **Data breaches:** Spoofed messages can lead to data breaches, exposing sensitive information to unauthorized parties. 4. **Legal consequences:** Companies failing to protect against SMS spoofing might face legal actions and penalties. 5. **Operational disruptions:** Spoofing attacks can disrupt normal business operations, causing delays and financial setbacks. SMS attacks don’t stop at spoofing.  Learn how interception happens and what you can do to defend. [Read more](https://www.fyno.io/blog/is-it-easy-to-intercept-sms-a-complete-guide-clzs7nipc00fb78t2fdebxdan)[Try Fyno for Free](https://app.fyno.io/login) Identifying SMS spoofing ------------------------ By recognizing the signs of spoofing, individuals can better protect themselves from these deceptive messages. Sending a spoof text message is illegal if used for malicious purposes or fraud, but it can be legal when organizations use their real name as the sender ID. Spoof text messages can be challenging to identify, but knowing what to look for can help you avoid being a victim of these attacks. ### Warning signs of SMS spoofing The five warning signals for SMS spoofing attack are listed below. * **Suspicious terminology** * **Unrecognisable phone number** * **Grammar and spelling mistakes** * **Strange URLs** * **Unclickable sender field** Let's look at each one of them now. 1. **Suspicious terminology**: Spoofed SMS messages often contain unfamiliar or suspicious terms. Look out for messages that include jargon or terms that seem out of place, as these can indicate a spoofing attempt. The message may appear urgent or alarming, prompting immediate action. 2. **Unrecognisable phone number**: A common sign of SMS spoofing is receiving messages from unrecognizable or unusual phone numbers. These numbers might be international or appear as a string of random digits. Legitimate messages usually come from recognized contacts or known service providers. 3. **Grammar and spelling mistakes**: Spoof text messages often have noticeable grammar and spelling mistakes. Scammers rely on the message's urgency to bypass thorough reading, but errors in the text can clearly indicate a spoofing attempt. Be wary of messages that do not follow standard language rules. 4. **Strange URLs**: Many spoofing messages contain strange or unfamiliar URLs. These links can lead to malicious websites that steal personal information or install malware on your device. Always hover over a link to check its legitimacy before clicking. 5. **Unclickable sender field**: In some spoofed messages, the sender's identity may appear as a name or company, but the field itself is unclickable. Legitimate messages usually allow you to interact with the sender's information. It may be a spoofed SMS if you cannot click or view more details about the sender. Identifying these warning signs is crucial for preventing SMS spoofing attacks. By staying vigilant and informed, you can protect your personal information and avoid falling victim to scammers. Protecting yourself from SMS spoofing ------------------------------------- Protecting yourself from SMS spoofing is crucial to avoiding fraud and identity theft. Here are some essential steps to safeguard against spoofing attacks and maintain the security of your personal information. ### Cybersecurity tips to prevent SMS spoofing A few expert-provided tips to prevent SMS spoofing attacks are as follows. 1. **Verify the sender** 2. **Beware of suspicious messages** 3. **Use two-factor authentication** 4. **Keep your phone number private** 5. **Use anti-spoofing technology** Now, let's get into the specifics of each one of them. #### **1\. Verify the sender** Always verify the sender's identity before responding to any suspicious SMS message. Scammers use fake sender IDs to trick recipients into believing that messages are from legitimate sources. Contact the actual sender through official channels to confirm the message's authenticity. #### **2\. Beware of suspicious messages** Be cautious of unsolicited bulk messages or texts containing spelling mistakes and suspicious links. These are common signs of SMS spoofing. Avoid clicking on any links or providing personal information through such messages, as they may lead to malware installation or identity theft. #### **3\. Use two-factor authentication** Enable [two-factor authentication (2FA)](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q) on your accounts to add an extra layer of security. 2FA requires a second form of verification, making it harder for scammers to gain access to your accounts even if they have your phone number. #### **4\. Keep your phone number private** Limit sharing your phone number online and with untrusted sources. Scammers can use your phone number to send spoofed messages or commit fraud. Be mindful of where and with whom you share this sensitive information. #### **5\. Use anti-spoofing technology** Install anti-spoofing software or apps that help detect and block spoofed SMS messages. These tools can identify fake sender IDs and prevent malicious texts from reaching your inbox. Regularly update your phone's settings and security software to stay protected. Best practices for sending SMS messages --------------------------------------- Sending SMS messages securely requires attention to detail and adherence to best practices. First, use a trusted service provider that offers robust security features. Trusted providers help prevent SMS spoofing and ensure your messages are delivered accurately. Second, implement strong authentication mechanisms. Two-factor authentication (2FA) can significantly reduce the risk of spoofing texts by verifying the sender's identity. Third, security protocols should be regularly updated to stay ahead of new threats. Keeping your systems and software up-to-date minimizes vulnerabilities. ### How businesses can ensure secure messaging Businesses must take proactive steps to secure their messaging systems. Here are three critical practices: 1. **Use trusted service providers** 2. **Implement strong authentication mechanisms** 3. **Regularly update security protocols** Let's look at each of them in detail one by one. #### 1\. Use trusted service providers Using trusted service providers is crucial in preventing SMS spoofing. These providers offer enhanced security features like encryption and two-factor authentication, which protect against spoof text messages. A trusted provider also ensures compliance with industry standards and regulations, providing an additional layer of security. #### 2\. Implement strong authentication mechanisms Strong authentication mechanisms are essential in securing SMS communications. Two-factor authentication (2FA) is a widely adopted method that adds an extra layer of security by requiring users to verify their identity through a secondary device or code. This reduces the likelihood of spoofing SMS and ensures that only authorized users can send messages. #### 3\. Regularly update security protocols Regularly updating security protocols is vital for maintaining the integrity of your messaging systems. Cyber threats are constantly evolving, and outdated protocols can leave systems vulnerable. Regular updates, including patches and software upgrades, help protect against new types of spoofing attacks and other security threats. Legitimate uses of SMS spoofing ------------------------------- SMS spoofing is not always used for malicious purposes. Several legitimate applications use SMS spoofing to play a crucial role. ### Bulk messaging services 1. **Marketing campaigns**: Companies use bulk messaging services to send promotional offers, updates, and advertisements. For instance, a retail chain might send discount coupons to its customers. 2. **Customer notifications**: Banks and logistics companies often send notifications regarding transactions, delivery statuses, and account activities. Using a recognizable sender ID ensures that the recipients trust and read the messages. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/notion-untitled-2-1719400493677-compressed.png) ### Official messages 1. **Government alerts**: Governments use SMS spoofing to send emergency and important notifications. These messages often come from a trusted source, such as a government agency. 2. **Healthcare reminders**: Hospitals and clinics send patients appointment reminders and health alerts. These messages are crucial for ensuring that patients receive timely care. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-45-1719400548606-compressed.png) ### Identity protection 1. **Two-factor authentication (2FA)**: Many online services use spoofed SMS to send one-time passwords (OTPs) to users, adding an extra layer of security to online accounts. 2. **Verification codes**: Banks and financial institutions send verification codes to confirm transactions or changes in account settings. These codes help prevent unauthorized access and fraud. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/notion-untitled-3-1719400655883-compressed.png) **How fyno can help prevent spoofing attacks** ---------------------------------------------- Fyno is committed to enhancing SMS security by implementing robust measures to prevent spoofing attacks. Spoofing attacks involve scammers sending fraudulent messages that appear to come from trusted sources. Fyno addresses this issue by securing sender credentials, ensuring Data Localization (DLT) details, and securely syncing DLT templates. ### Securing senders' credentials 1. **Authentication mechanisms:** Fyno employs advanced authentication mechanisms to verify senders' identities. This ensures that only authorized users can send messages. 2. **Encryption:** All [communication channels](https://www.fyno.io/blog/communication-channels) are encrypted, preventing unauthorized access to sensitive information. 3. **Regular audits:** Fyno conducts regular audits to identify and rectify any security vulnerabilities, ensuring ongoing protection against spoofing attempts. ### Securing DLT details 1. **Compliance:** Fyno ensures compliance with all regulatory requirements for [DLT](https://www.fyno.io/blog/navigating-the-complexities-of-dlt-registration-with-fyno-clutc3d93005b26aodqmr1zic), protecting against unauthorized access to DLT data. 2. **Data integrity:** Measures are in place to maintain the integrity of DLT data, ensuring that it cannot be tampered with by malicious actors. 3. **Access control:** Strict access control policies are enforced to ensure that only authorized personnel can access DLT details. ### DLT templates sync 1. **Secure fetching:** Fyno securely fetches DLT templates, eliminating the need for file uploads and reducing the risk of spoofing. Say, for instance, this is possible with providers like Vodafone Idea Limited (VIL). 2. **Template verification:** All templates are verified before use, ensuring they comply with regulatory standards and preventing unauthorized modifications. 3. **Automated updates:** Fyno provides automated updates for DLT templates, ensuring that the latest templates are always in use and reducing the risk of outdated or compromised templates. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-44-1719400723701-compressed.png) **Conclusion** -------------- In conclusion, SMS spoofing presents significant risks, such as identity theft, financial loss, and unauthorized access to sensitive information. These risks can be mitigated by understanding scammers' methods and implementing preventive measures like verifying sender IDs, using anti-spoofing software, and educating employees. Choosing reliable communication solutions enhances security, improves trust and credibility, ensures compliance with regulations, and maintains operational efficiency, especially in sectors like BFSI and logistics. FAQs ---- ### **1\. What is SMS spoofing?** SMS spoofing involves sending text messages with a forged sender ID to make it appear that the message is from a trusted source. ### **2\. How does SMS spoofing differ from smishing?** While SMS spoofing alters the sender ID to mask the true origin, smishing sends messages appearing to be from legitimate entities to steal personal information. ### **3\. What are the main risks of SMS spoofing?** The main risks include identity theft, financial loss, unauthorized access to sensitive information, and spreading malware. ### **4\. How can I identify an SMS spoofing attempt?** Warning signs include suspicious terminology, unrecognizable phone numbers, grammar and spelling mistakes, strange URLs, and unclickable sender fields. ### **5\. What steps can I take to protect myself from SMS spoofing?** Verify the sender, beware of suspicious messages, use two-factor authentication, keep your phone number private, and use anti-spoofing technology. ### **6\. Does SMS spoofing have legitimate uses?** Yes, legitimate uses include marketing campaigns, customer notifications, government alerts, healthcare reminders, and two-factor authentication. ### **7\. How can businesses ensure secure messaging to prevent SMS spoofing?** Businesses should use trusted service providers, implement strong authentication mechanisms, and regularly update security protocols. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## SMS compliance, laws, & best practices: Complete guide [2024] Author: Tamilselvi Ramasamy Published: 2024-06-19 Category: Articles Meta Title: SMS Compliance Guide 2024: Laws & Best Practices Meta Description: Discover the 2024 guide to SMS compliance. Learn about key laws, best practices, and how to optimize your SMS marketing strategy while staying compliant. Tags: Insights, Customer communication, SMS URL: https://www.fyno.io/blog/sms-compliance-laws-and-best-practices-complete-guide-2024-clxlu8qt0002no95uzbrc2rpa In today's fast-paced digital world, SMS remains a powerful tool for business communication. However, navigating the intricate landscape of SMS compliance is crucial to avoid legal pitfalls and maintain consumer trust. This comprehensive guide for 2024 delves into SMS compliance, laws, and best practices, equipping businesses with the knowledge to adhere to regulatory standards and optimize their SMS marketing strategies ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-40-1719324800570-compressed.png) **What is SMS compliance?** --------------------------- SMS compliance refers to the **legal and regulatory framework governing the use of text messaging for business communications.** Compliance ensures that businesses follow established rules to protect consumers from spam, fraud, and other unsolicited text messages. Adhering to these rules helps maintain consumer trust and avoids hefty fines and penalties. Why is SMS compliance important? -------------------------------- Compliance with these rules is not just about avoiding penalties but respecting consumer preferences and building a reputable brand. For example, a logistics company must ensure that all promotional text messages include opt-out instructions and are sent only to those with prior express written consent. Understanding and implementing SMS compliance is crucial for banking and financial services businesses. Regulatory framework -------------------- Navigating the regulatory landscape of SMS compliance is crucial for businesses. Regulatory frameworks ensure that SMS marketing and text messaging programs adhere to legal standards, protecting both businesses and consumers. Understanding these regulations helps avoid hefty fines and builds trust with customers. Several laws and guidelines govern SMS compliance. The primary regulations are listed below. * **The Telephone Consumer Protection Act (TCPA)** * **The Cellular Telecommunications Industry Association (CTIA) guidelines, and** * **The General Data Protection Regulation (GDPR)** These regulations set the standards for obtaining express written consent, handling opt-out requests, and managing message frequency. Compliance with these regulations is essential for businesses. Failing to comply can lead to penalties and damage the company's reputation. Therefore, it is vital to stay updated with any changes in these laws and implement best practices to ensure adherence. ### The Telephone Consumer Protection Act (TCPA) 1. **Obtaining express written consent**: Businesses must obtain prior express written consent from consumers before sending SMS marketing messages or making phone calls. This can be done through a double opt-in process, where consumers confirm their consent twice, ensuring they know what they are signing up for. 2. **opt-out instructions**: Every SMS message must include clear instructions on how recipients can opt-out. This ensures that consumers can easily stop receiving messages if they choose to. 3. **Message and data rates**: Inform consumers that the rates may apply. This transparency helps in maintaining trust and compliance with TCPA regulations. 4. **Message frequency**: Clearly state the frequency of messages to be sent. This helps in managing consumer expectations and reduces the chances of complaints. 5. **Record keeping**: Maintain records of all consents and opt-outs. This documentation is crucial in case of any legal disputes or audits. ### The Cellular Telecommunications Industry Association (CTIA) guidelines 1. **Consumer protection**: The CTIA guidelines emphasize protecting consumers from spam and unwanted messages. Businesses must ensure they do not send unsolicited text messages, adhering to the best practices outlined by the CTIA. 2. **Message content**: Ensure that the content of SMS messages is relevant and valuable to the recipients. Avoid sending messages related to sex, hate, alcohol, and firearms, which are prohibited by CTIA guidelines. 3. **opt-In and opt-out processes**: Similar to TCPA, CTIA requires clear opt-in and opt-out processes. Businesses must make it easy for consumers to join and leave SMS programs. 4. **Audits and compliance reviews**: Conduct audits and compliance reviews regularly to ensure that SMS campaigns adhere to CTIA guidelines. This proactive approach helps identify and rectify compliance issues. ### The General Data Protection Regulation (GDPR) 1. **Data protection**: Under [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7), businesses must protect consumers' personal data. This includes ensuring the security of phone numbers and other information collected during SMS campaigns. 2. **Consent management**: Before sending EU citizens SMS messages, obtain explicit consent that is freely given, specific, informed, and unambiguous. 3. **Data minimization**: Only collect the necessary data for SMS campaigns. Avoid gathering excessive information that is not required for the campaign's purpose. 4. **Right to access and erasure**: Consumers can access their data and request its deletion. Businesses must provide mechanisms for consumers to exercise these rights easily. By understanding and adhering to these regulatory frameworks, businesses can effectively manage their SMS marketing campaigns while staying compliant with the laws. This not only helps in avoiding legal repercussions but also builds a positive reputation among consumers. Consent and opt-in ------------------ Obtaining proper consent is crucial to ensure SMS compliance. This protects consumers from unsolicited text messages. Clear opt-in mechanisms are essential for legal and effective SMS campaigns. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-41-1719324853499-compressed.png) ### Obtaining express written consent 1. **Clear disclosure**: Inform potential subscribers about the frequency of messages and the nature of the content they will receive. 2. **Opt-in confirmation**: Double opt-in to confirm the subscriber's consent. This involves sending a confirmation message after the initial opt-in request. 3. **Document consent**: Keep records of all consents obtained, including the time and date. This documentation is crucial for compliance verification. 4. **Opt-out information**: Ensure that opt-out instructions are clearly provided during the consent collection process. ### Best practices for consent collection 1. **Transparency**: Clearly state the terms of your SMS program. Include information on message frequency and data rates. 2. **Easy opt-in**: Use simple keywords like “JOIN” or “YES” to facilitate the opt-in process. 3. **Privacy assurance**: Assure potential subscribers that their phone numbers will not be shared with third parties. 4. **Compliance review**: Regularly review your consent collection process to ensure it adheres to current regulations. ### Avoiding unsolicited text messages 1. **Targeted messaging**: Send messages only to those who have opted in. Avoid sending messages to unsubscribed or unverified numbers. 2. **Frequency control**: Do not overwhelm subscribers with too many messages. Respect the message frequency promised during opt-in. 3. **Content relevance**: Ensure that the content of the messages is relevant and valuable to the subscribers. 4. **List management**: Regularly update and manage your subscriber lists to remove opted-out or no longer valid numbers. ### Provide opt-out mechanisms 1. **Simple commands**: Subscribers can opt out by replying with a simple keyword like “STOP” or “UNSUBSCRIBE.” 2. **Confirmation of opt-out**: Send a confirmation message when a subscriber opts out to reassure them that their request has been processed. 3. **Immediate processing**: Ensure that opt-out requests are processed immediately to avoid sending further messages. 4. **Alternative methods**: Offer alternative opt-out methods, such as a link in the text message directing to an online form. Adhering to SMS compliance laws and best practices protects your business from legal issues and builds trust with your audience. Stay current with current regulations and continually refine your SMS marketing strategies. SMS message guidelines for compliance ------------------------------------- ### 1\. Content guidelines To ensure compliance with SMS laws, businesses must follow specific content guidelines. Here are the key points to consider: * **Obtain express written consent**: Businesses must obtain express written consent from recipients before sending any SMS messages. This helps protect consumers and ensures they know what they are signing up for. * **Include opt-out instructions**: Every SMS message must include clear opt-out instructions. This allows recipients to easily unsubscribe from future messages if they choose to do so. * **Avoid prohibited content**: Do not include content related to sex, hate, alcohol, firearms, or any other prohibited topics as outlined by the Federal Communications Commission (FCC). ### 2\. Required verbiage When crafting SMS messages, it is essential to include specific verbiage to stay compliant with regulations. Here are the required elements: * **Disclosure of message frequency**: Inform recipients about the expected frequency of messages. For example, "Msg frequency varies" or "You will receive weekly updates." * **Message and data rates may apply**: Clearly state that standard message and data rates may apply. This transparency helps in maintaining trust and compliance. * **Contact information**: Provide a way for recipients to contact you for support or further information, typically by replying "HELP" to the message. By adhering to these guidelines and ensuring that your SMS content is compliant, you can build trust with your audience while avoiding potential legal issues. Best practices for SMS compliance --------------------------------- Ensuring SMS compliance is crucial for businesses to avoid legal repercussions and maintain customer trust. Following best practices helps adhere to various SMS compliance laws. Here are some key steps. 1. **Researching local regulations** 2. **Creating compliant SMS campaigns** 3. **Regularly update your contact list** 4. **Data management practices** Let's discuss each one of them in detail. ### 1\. Researching local regulations Before launching any SMS campaigns, it's essential to understand the regulations that apply in different regions. Below are the most prominent regulations. #### United States * **Research the TCPA** and its requirements regarding **unsolicited text messages**. * Follow FCC rules on text messaging compliance and CTIA guidelines. #### European Union * **Review GDPR** for data protection and privacy rules, including **text message compliance**. * Obtain explicit consent and provide clear opt-out mechanisms. #### Canada * **Understand CASL** and its requirements for **express consent** before sending messages. * Include identification information and opt-out instructions in every message. #### Australia * **Familiarize with the Spam Act 2003** and obtain **consent** for SMS marketing. * Provide clear opt-out instructions and monitor compliance. #### United Kingdom * **Review PECR** and GDPR for consent and message regulations. * Ensure specific consent and provide clear opt-out options. #### Japan * **Understand the Act on Regulation of Transmission of Specified Electronic Mail** and obtain **prior consent**. * Include sender identification and opt-out instructions. #### India * **Familiarize with TCCCPR** and obtain **prior consent** from recipients. * Register with the National Do Not Call Registry (NDNC) and include opt-out mechanisms. #### Brazil * **Review LGPD** for personal data protection and obtain **explicit consent**. * Provide clear opt-out instructions and ensure data protection measures. ### 2\. Creating compliant sms campaigns Creating compliant SMS campaigns involves several important steps. Proper planning and adherence to regulations can help avoid legal issues. * Ensure you have prior express written consent from recipients before sending any marketing text messages. * Use a double opt-in process to confirm that recipients want to receive messages. This extra step provides added protection against unwanted text messages. * Clearly state the message frequency and provide opt-out instructions in every message. * Use opt-in confirmation messages to verify the recipient’s consent and inform them about what to expect. ### 3\. Regularly update your contact list Keeping your contact list up to date is essential for maintaining SMS compliance. Regular updates help ensure that your messages are sent to engaged and consenting recipients. * Verify and clean your contact list periodically to remove invalid or unsubscribed phone numbers. * Use tools and software that automatically manage and update contact information. * Segment your list based on engagement levels to tailor messages and reduce the risk of sending unwanted messages. * Document and track opt-out requests to ensure compliance with SMS compliance guidelines. ### 4\. Data management practices Effective data management practices are crucial for SMS compliance. Proper handling of customer data ensures compliance and builds trust with your audience. * Store consent records securely to provide proof of compliance if needed. * Use encryption and other security measures to protect customer data from unauthorized access. * Regularly review and update data management policies to align with current SMS compliance laws. * Train your team on data privacy and security best practices to prevent breaches and ensure compliance. Penalties and audits -------------------- Penalties for non-compliance with SMS laws can be severe. Businesses may face hefty fines, lawsuits, and reputational damage if they fail to follow regulations like the TCPA. Regular audits are crucial to ensure compliance. Audits help identify potential issues before they become major problems, ensuring that businesses stay within legal boundaries. ### TCPA violations and penalties 1. **Hefty fines**: Violating the TCPA can result in fines of up to $1,500 per unsolicited text message or phone call. This adds up quickly for large-scale campaigns. 2. **Class action lawsuits**: Companies that violate TCPA regulations risk facing class action lawsuits from groups of affected consumers, which can lead to costly legal battles. 3. **Reputational damage**: Beyond financial penalties, non-compliance can severely damage a company’s reputation, causing a loss of consumer trust and long-term business impacts. ### Short code audits and number shutdowns 1. **Regular audits**: Conduct regular audits of your SMS programs to ensure compliance with CTIA guidelines and other industry standards. This helps identify and fix issues promptly. 2. **Number shutdowns**: Mobile carriers can shut down shortcodes if they detect non-compliance, disrupting your marketing efforts and [communication channels.](https://www.fyno.io/blog/communication-channels)​ 3. **Compliance verification**: Ensure all messages include opt-out instructions and obtain express written consent from subscribers. Verifying compliance can prevent shutdowns and maintain smooth operations. Common mistakes to avoid in SMS compliance ------------------------------------------ Compliance with SMS marketing regulations can be challenging. Many businesses make common mistakes that lead to non-compliance, risking legal action and fines. Understanding these three common errors is the first step in avoiding them. 1. **Sending messages without consent** 2. **Ignoring opt-out requests** 3. **Overlooking regular compliance audits** Let's look at each one of them in detail below. ### 1\. Sending messages without consent * **Obtain express written consent**: Always get express written consent from recipients before sending any promotional messages. This is a legal requirement under the Telephone Consumer Protection Act (TCPA). * **Double opt-in process**: Implement a double opt-in system to ensure recipients truly want to receive your text messages. * **Maintain records**: Keep detailed records of all consent obtained to protect your business in case of disputes. ### 2\. Ignoring opt-out requests 1. **Provide clear opt-out instructions**: Every text message should include clear opt-out instructions to allow recipients to unsubscribe easily. 2. **Honour opt-out requests promptly**: Ensure that all opt-out requests are processed immediately to avoid sending unsolicited text messages. 3. **Regularly update your database**: Keep your SMS database up-to-date by regularly removing contacts who have opted out. ### 3\. Overlooking regular compliance audits 1. **Conduct regular audits**: Regular compliance audits help identify any gaps in your SMS compliance strategy and rectify them promptly. 2. **Stay updated with laws**: Laws and regulations can change. Stay informed about the latest SMS compliance laws to ensure ongoing compliance. 3. **Train your team**: Ensure your team is well-versed in SMS compliance guidelines to avoid unintentional violations. **How fyno can help with SMS compliance** ----------------------------------------- Ensuring SMS compliance is critical for businesses. Fyno offers robust features to help manage SMS compliance effectively. ### **Data localisation** Fyno ensures that all SMS data is stored within the required geographical boundaries. This is crucial for maintaining data sensitivity and adhering to various regional regulations. ### **Data encryption** Fyno employs advanced encryption methods to protect SMS data both in transit and at rest. This ensures that sensitive information, such as customer data and transaction details, remains secure from unauthorized access. Masking and hashing techniques further protect sensitive data within the system. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-42-1719324921803-compressed.png) ### **Audit logs** Fyno provides comprehensive audit logs that record all SMS communications activities. These logs are essential for compliance audits and help track and monitor suspicious activities. Businesses can easily access these logs to ensure all SMS communications align with compliance requirements ### **Access control** With Fyno, businesses can manage who has access to sensitive SMS data and functionalities. Role-based access control ensures that only authorized personnel can view or manage SMS communications, minimizing the risk of data breaches. ### **Preference management** Our platform includes robust preference management features. This helps maintain proper customer preference records and manage opt-in and opt-out effectively. ### Compliance with ISO, GDPR, and SOC 2 We ensure the highest data security standards by complying with ISO 27001, GDPR, and SOC 2. * ISO 27001 certifies Fyno's robust information security management. * GDPR compliance ensures stringent data protection for EU residents. * SOC 2 compliance, verified through independent audits, focuses on the security, availability, processing integrity, confidentiality, and privacy of customer data. These certifications guarantee that Fyno manages data securely, transparently, and reliably, reinforcing client trust in their services. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-from-notion-1719324950056-compressed.png) **Conclusion** -------------- Adhering to SMS compliance laws is not just about avoiding fines; it is about respecting your consumers. By obtaining express consent, providing clear opt-out instructions, and maintaining transparency, businesses can ensure a positive relationship with their audience. Implementing best practices in consent management and keeping up with SMS compliance guidelines will help your business stay compliant and maintain consumer trust. FAQ --- ### **1\. What is SMS Compliance?** SMS compliance refers to the adherence to legal and regulatory standards governing the use of text messaging for business communications. ### **2\. Why is SMS compliance important?** SMS compliance is crucial to avoid legal penalties, protect consumer preferences, and build a reputable brand. ### **3\. What are the main regulations for SMS compliance?** The main regulations include the Telephone Consumer Protection Act (TCPA), the Cellular Telecommunications Industry Association (CTIA) guidelines, and the General Data Protection Regulation (GDPR). ### **4\. How can consumers opt-out of receiving SMS messages?** Consumers can opt-out by replying with keywords like “STOP” or “UNSUBSCRIBE” to any SMS message they receive. ### **5\. What are the consequences of non-compliance with SMS regulations?** Non-compliance can result in hefty fines, class action lawsuits, and significant damage to the company's reputation. ### **6\. What is the role of data protection in SMS compliance?** Data protection ensures the security and privacy of consumers’ personal information collected during SMS campaigns. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What is business communication security (COMSEC)? Importance and best practices Author: Tamilselvi Ramasamy Published: 2024-06-19 Category: Articles Meta Title: Secure Business Communications: Best Practices & Solutions Meta Description: Learn the essentials of communication security (COMSEC), encryption, and best practices to protect your business from cyber threats and ensure data confidentiality. Tags: Insights, Customer communication, Solutions URL: https://www.fyno.io/blog/what-is-business-communication-security-comsec-importance-and-best-practices-clxlswbrg0027o95u9lcpgse6 **What is communication security (COMSEC)?** -------------------------------------------- Communication security, often known as COMSEC, involves protecting communication channels from unauthorised access and **ensuring the confidentiality, integrity, and authenticity of transmitted information.** It is crucial to protect communications traffic to ensure data privacy and security. Businesses rely on secure communication to protect sensitive data, maintain privacy, and ensure the smooth operation of their activities. Effective communication security measures prevent cyber threats and data breaches, making it a critical aspect of modern business operations. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-39-1718888199074-compressed.png) **Why is business communication security important?** ----------------------------------------------------- Communication security is vital for safeguarding business information against potential cyber threats. As businesses increasingly rely on digital communication, the risk of data breaches and cyber-attacks has risen. Communication security problems stemming from historical vulnerabilities pose critical issues for organizations. The evolution of security measures like encryption and spread spectrum technologies has been essential in addressing these challenges. Protecting [communication channels](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement) helps maintain the confidentiality of sensitive business information, preventing unauthorised access and ensuring secure business operations. ### **1\. Preventing security breaches and potential threats** Implementing robust communication security measures is essential for preventing security breaches. Attackers often hijack email accounts to obtain access to organization or client information, posing significant risks such as hacking, phishing, and data theft. By securing communication channels, companies can protect themselves from these threats, ensuring that their data remains safe and their operations uninterrupted. ### **2\. Role of encryption in communication security** Encryption plays a crucial role in communication security by converting data into a coded format, making it unreadable to unauthorised users. Cryptographic security is a key component of measures to protect information, ensuring the authenticity and confidentiality of telecommunications. Businesses can use strong encryption methods to ensure that even if data is intercepted, it remains secure. Encryption is particularly important for protecting sensitive information such as financial data, customer details, and proprietary business information. ### **3\. Ensuring data integrity and confidentiality** Ensuring data integrity and confidentiality is a core component of communication security. Businesses must implement measures to verify that data has not been altered during transmission and to deny unauthorized persons information derived from telecommunications. This is achieved through the use of secure protocols and encryption, which protect data from tampering and unauthorized access. By focusing on these three aspects of communication security, businesses can safeguard their operations, protect sensitive information, and maintain the trust of their clients and partners. Key risk points in email communication security ----------------------------------------------- * **Attackers gaining access to email accounts:** Unauthorised access to email accounts can lead to significant security breaches. Use strong passwords and enable multi-factor authentication to protect against password phishing and brute force attacks. * **Transmission of malware and phishing attacks:** Phishing and malware are common email threats. Educate employees to recognize phishing attempts and avoid suspicious links. According to Verizon, 94% of malware is delivered via email. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-33-1718885370324-compressed.png) * **Unintentional data leaks:** Data leaks can occur through misaddressed emails or wrong attachments. Implement data loss prevention (DLP) tools to monitor and protect data in transit. * **Importance of email encryption:** Encrypting emails ensures that only the intended recipient can read the content. A study by Symantec found that 40% of organizations use email encryption to enhance security. Addressing these risks helps improve communication security and ensures safer email practices. Physical security measures -------------------------- ### **Protecting physical infrastructure and devices** 1. **Importance of securing servers and communication systems:** Securing servers and communications systems is vital to ensure business communication security (COMSEC). Physical threats can compromise sensitive data, leading to significant financial and reputational damage. Protecting these systems prevents unauthorised access and ensures the integrity of communications. 2. **On-premise deployment for maximum safety:** On-premise deployment of servers and communication systems enhances security by providing greater control over physical access. This method reduces the risk of data breaches and unauthorised interventions. Businesses can tailor security measures to meet their specific needs, ensuring a robust security communication framework. 3. **Efficient alarm systems for swift response:** Implementing efficient alarm systems is crucial for swift response to potential threats. These systems can detect unauthorized access or environmental hazards, alerting security personnel immediately. Quick responses can prevent or minimise damage, ensuring continuous communication security. ### **Securing data centres and servers** 1. **Restricting access to authorised personnel:** Restricting access to data centres and servers to authorised personnel only is essential for maintaining security. Implementing strict access control measures, such as ID verification and logging entry times, helps prevent unauthorized access and ensures that only trusted individuals handle sensitive information. 2. **Use of surveillance cameras and biometric authentication:** Surveillance cameras and biometric authentication enhance security by providing real-time monitoring and precise identification. Surveillance cameras deter unauthorised access, while biometric systems, such as fingerprint or retina scanners, ensure that only verified personnel can access critical areas. This dual approach strengthens communication and security protocols. 3. **Protection against natural disasters and power outages:** Protecting data centres and servers from natural disasters and power outages is crucial for maintaining communication security. Implementing disaster recovery plans, such as backup power supplies and data redundancy systems, ensures that business operations continue seamlessly, even during emergencies. According to a study by FEMA, 40% of businesses never reopen after a disaster, emphasising the importance of robust protection measures. Implementing these physical security measures can significantly enhance the security of business communication systems, safeguarding sensitive information and ensuring uninterrupted operations. Ensuring transmission security ------------------------------ ### Data encryption in transit 1. **Vulnerability of data during transit:** Data in transit is highly susceptible to interception and unauthorised access. This vulnerability arises because data is often transmitted over public or untrusted networks, where malicious actors can intercept it. 2. **Importance of End-to-End (E2E) encryption:** End-to-end (E2E) encryption plays a vital role in securing data during transit. This method ensures that data is encrypted from the time it leaves the sender's device until it reaches the intended recipient. E2E encryption guarantees that data will remain unreadable and secure even if it is intercepted during transmission. According to a recent study, organizations implementing E2E encryption reduce the risk of data breaches by 30%. 3. **Role of cryptographic keys in decryption:** Cryptographic keys, which can be symmetric or asymmetric, are fundamental to the encryption and decryption process. They encrypt data before transmission and decrypt it upon receipt. The National Security Agency (NSA) plays a crucial role in the development and utilization of cryptographic equipment and technologies. Symmetric keys use the same key for both encryption and decryption, while asymmetric keys use a public and private key pair. The security of cryptographic keys is paramount; if a key is compromised, unauthorised parties can easily decrypt the encrypted data. Regular key management practices, such as key rotation and secure key storage, are critical for maintaining the integrity of encrypted communications. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-34-1718885427116-compressed.png) ### Secure protocols for data transmission 1. **Use of HTTPS and SFTP for secure communication:** HTTPS (Hypertext Transfer Protocol Secure) ensures that web communications are encrypted and secure, protecting against eavesdropping and man-in-the-middle attacks. SFTP (Secure File Transfer Protocol) provides a secure method for transferring files over a network Both protocols utilize encryption to safeguard data during transmission, ensuring that sensitive information remains confidential. Implementing HTTPS and SFTP in business communications is a best practice for enhancing network security and protecting sensitive data. 2. **Regular security audits to ensure protocol integrity:** Conducting regular security audits is essential for maintaining the integrity of secure communication protocols. These audits help identify vulnerabilities and weaknesses in existing security measures, allowing organisations to address potential threats proactively. A comprehensive security audit includes reviewing protocol configurations, checking for outdated software, and verifying that encryption standards are up-to-date. Best practices for implementing communication security ------------------------------------------------------ Business communication security (COMSEC) is crucial for protecting sensitive information. Proper implementation ensures the integrity and confidentiality of communications within a business. Effective COMSEC practices are essential to safeguard data against unauthorized access and breaches in today's digital age. The following best practices will help you implement robust communications security. ### Importance of cryptography in communications security Cryptography plays a vital role in securing business communications. It involves converting messages into indecipherable characters to protect them from unauthorized access. This process ensures that only intended recipients can read the communication, providing an additional layer of security. Key components of a secure communication system include servers, encryption algorithms, and digital keys, which are essential for maintaining security and functionality. Digital keys are essential for encrypting and decrypting messages, enabling secure communication channels. 1. **Protecting communications from unauthorized access:** Protecting communications from unauthorized access is paramount in maintaining business security. Unauthorized access can lead to data breaches and loss of confidential information. Implementing strong cryptographic measures can prevent such incidents. 2. **Conversion of messages into indecipherable characters:** The conversion of messages into indecipherable characters is a fundamental aspect of cryptography. This process, known as encryption, ensures that sensitive information remains confidential during transmission. Encrypted messages are only accessible to those with the correct decryption keys. 3. **Role of digital keys in encryption and decryption:** Digital keys are crucial in the encryption and decryption process. These keys must be managed securely to maintain the integrity of the communication system. Regular updates and secure storage of digital keys are necessary to prevent unauthorised access. ### Implementing encryption and decryption methods Implementing effective encryption and decryption methods is essential for securing business communications. These methods protect data at rest and in transit, ensuring that sensitive information is always secure. 1. **Secure communication protocols:** Using secure communication protocols is fundamental to business communication security. Protocols like TLS (Transport Layer Security) provide encrypted communication channels, preventing unauthorised interception of data. 2. **Encryption of data at rest and in transit:** Encrypting data at rest and in transit ensures comprehensive protection of sensitive information. Data at rest encryption protects stored data, while data in transit encryption secures information as it moves across networks. Both are essential for a robust security strategy. 3. **Key management infrastructure and regular audits:** A strong key management infrastructure is critical for maintaining secure communications. This includes securely generating, distributing, storing, and rotating keys. Regular audits of the key management system help identify vulnerabilities and ensure compliance with security standards. Implementing these best practices in business communication security can significantly reduce the risk of data breaches and unauthorized access. Businesses can safeguard their sensitive information by prioritizing cryptography, secure communication protocols, and robust key management. Admin controls and regular audits --------------------------------- Managing access to sensitive information is crucial for communication security. Businesses must ensure that only authorized personnel can access critical data. Implementing role-based access controls helps limit exposure, and periodic reviews and updates of access permissions prevent unauthorized access. Regularly inspecting employee access is vital to identifying unauthorized attempts and ensuring appropriate access levels, maintaining high security standards and protecting against potential breaches. ### Regular security audits and risk assessments 1. **Outsourcing audits to reliable third parties:** Outsourcing security audits to reliable third-party organizations can provide an unbiased assessment of your communication security. These audits identify vulnerabilities and recommend improvements. Additionally, they ensure emissions security by preventing unauthorized interceptors from accessing telecommunications in an intelligible form. This practice is particularly beneficial for businesses lacking in-house security expertise. 2. **Conducting surprise audits for unusual activity:** Conducting surprise security audits can help detect unusual activities that regular audits might miss. These audits keep employees vigilant and ensure adherence to security protocols. Regular surprise audits contribute to a robust security environment by identifying and addressing issues promptly. ### Identifying and addressing vulnerabilities 1. **Implementing patches and updating software:** Implementing patches and regularly updating software is essential to maintaining business communication security. Ensure all systems are up-to-date with the latest security patches to prevent vulnerabilities. This proactive approach minimizes the risk of cyber threats. 2. **Conducting employee training to prevent breaches:** Regular employee training sessions are crucial in preventing security breaches. Educate employees on best practices for communication and security, such as recognizing phishing attempts and safely handling sensitive information. Well-informed employees are a critical line of defence against security breaches. Ensuring robust admin controls and regular audits significantly enhances business communication security. Implementing these best practices helps maintain a secure communication environment, protect sensitive information and reduce the risk of security breaches. Educating Employees on Communication Security --------------------------------------------- ### Internal training on communication security best practices 1. **Importance of following secure communication procedures:** Businesses must ensure employees follow secure communication procedures. This practice protects sensitive data and maintains the integrity of business operations. According to a report by IBM, human error is a major factor in 95% of cybersecurity breaches. By educating employees, businesses can significantly reduce the risk of such incidents. 2. **Regular training sessions to strengthen security:** Conducting regular training sessions helps keep security protocols fresh in employees' minds. Frequent training ensures that employees are updated on the latest security practices and potential threats. The National Cyber Security Centre recommends training at least every six months to keep security awareness high. 3. **Importance of cybersecurity while working remotely:** With the rise of remote work, cybersecurity has become more critical than ever. Employees need to be aware of secure communication practices while working from home. Using secure networks, avoiding public Wi-Fi, and employing VPNs are essential practices. Global Workplace Analytics states remote work has grown by 173% since 2005, making cybersecurity training imperative. ### Careful third-party use and vendor management 1. **Transparency in metadata collection and use:** When working with third-party vendors, transparency in metadata collection and use is crucial. Businesses should ensure vendors adhere to the same security standards and clearly communicate how data is collected, used, and stored. The General Data Protection Regulation (GDPR) emphasizes the importance of transparency in data practices. 2. **Benefits of open-source messaging solutions:** Open-source messaging solutions can offer enhanced security benefits. These solutions allow businesses to review and verify the code, ensuring no vulnerabilities exist. They often have robust communities that regularly update and patch security issues. For example, Signal is an open-source messaging app known for its strong encryption and security features. Incorporating these practices helps businesses improve their communication security. Educating employees and managing third-party use effectively can enhance overall security, ensuring that business communication remains protected. Ongoing monitoring and detection of attacks ------------------------------------------- Effective business communication security requires continuous vigilance. Ongoing monitoring and detection of attacks are crucial to protecting sensitive information and ensuring uninterrupted operations. ### Continuous monitoring and intrusion detection 1. **Implementation of Intrusion Detection and Prevention Systems (IDPS):** IDPS monitor network traffic for suspicious activities, blocking potential threats. This significantly reduces data breach risks, which average $3.86 million per incident according to IBM, by providing real-time alerts and automatic threat mitigation. 2. **Conducting regular security audits:** Regular security audits identify vulnerabilities and ensure security measures are current. For instance, in the BFSI sector, they prevent unauthorized access to financial data. A 2021 Deloitte report states that 67% of organizations conduct regular audits to enhance security posture. 3. **Training employees to identify and report suspicious activity:** Training employees to recognize and report suspicious activities allows businesses to act quickly against threats. This is vital in industries like logistics, where communication security is key. Studies show that 90% of cyber attacks result from human error, highlighting the need for effective training programs. Incorporating continuous monitoring and intrusion detection practices enhances communication security and fortifies overall business resilience. These measures ensure that any attempts to breach security are swiftly detected and mitigated, protecting sensitive business communications and data. Fyno's approach to communication security ----------------------------------------- In today's digital landscape, ensuring secure business communications is paramount. Fyno offers robust solutions that protect [multi-channel communications](https://www.fyno.io/blog/6-major-problems-of-fragmented-multi-channel-communication-and-how-to-address-them-clutf7z2k006226aowgbv1oek) tailored to meet industry-specific needs, regulatory compliance, advanced encryption, and continuous monitoring. ### Multi-channel security Ensuring security across multiple communication channels is crucial for protecting sensitive data. For example, if you use Meta to send WhatsApp messages and Amazon SES to send emails, someone getting hold of the token can misuse it. Fyno addresses this by encrypting all your credentials to ensure they are not compromised. This encryption safeguards your communication channels, preventing unauthorized access and ensuring secure data transmission. ### Regulatory compliance support Helping businesses meet compliance requirements is a fundamental aspect of communication security. Fyno supports compliance with standards such as ISO, SOC2 Type 2, and [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7). Regular audits, security assessments, and updated protocols ensure adherence to these regulations, helping businesses avoid penalties and maintain customer trust. ### Advanced encryption and security features Fyno employs cutting-edge technology for secure communications, including: 1. **Data hashing**: All customer Personally Identifiable Information (PII) is hashed, ensuring that even Fyno’s systems do not have access to it. 2. **Data masking**: PII is hidden, further protecting sensitive information. 3. **Alerts**: Anomaly detection alerts businesses to potential security threats in real-time, allowing for immediate action. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-35-1718885477553-compressed.png) ### Continuous monitoring and support 24/7 support and regular security updates are essential for maintaining robust communication security. We provide continuous monitoring to detect and mitigate security threats in real-time. Regular updates ensure that systems are protected against new vulnerabilities. Conclusion ---------- Ensuring business communication security is essential in today's digital landscape. By understanding COMSEC and following best practices, businesses can protect their sensitive information, maintain compliance, and ensure smooth operations. Implementing robust security in communication strategies will help mitigate risks and safeguard business communications against potential threats. FAQ --- 1. **What is Communication Security (COMSEC)?** COMSEC, often known as communication security, involves protecting communication channels from unauthorized access and ensuring the confidentiality, integrity, and authenticity of transmitted information. 2. **Why is business communication security important?** Business communication security is vital for safeguarding sensitive data against cyber threats and ensuring secure and uninterrupted operations. 3. **What role does encryption play in communication security?** Encryption converts data into a coded format, making it unreadable to unauthorized users, thus protecting sensitive information during transmission. 4. **How can businesses prevent security breaches in communication?** Implementing robust communication security measures, such as encryption, secure protocols, and regular security audits, can help prevent security breaches. 5. **What are the risks associated with email communication?** Risks in email communication include unauthorized access, malware, phishing attacks, and unintentional data leaks, all of which can be mitigated with strong security practices. 6. **Why is end-to-end encryption important for data transmission?** End-to-end encryption ensures that data remains encrypted from sender to recipient, protecting it from unauthorized access during transmission. 7. **What are some best practices for maintaining communication security?** Best practices include using strong encryption methods, implementing secure communication protocols, conducting regular security audits, and educating employees on security procedures. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Tired of building or running an internal communications tool? Here's how Fyno can help you at any stage Author: Rohit Jain Published: 2024-06-16 Category: Articles Meta Title: Streamline Your Internal Communication with Fyno Meta Description: Learn how Fyno simplifies building and maintaining internal communication tools, reducing costs and enhancing customer engagement at every stage of your product’s development. Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/tired-of-building-or-running-an-internal-comms-tool-heres-how-fyno-can-help-you-at-any-stage-clxh71gvj001c6mn2td8bnx71 Introduction ------------ Building an internal communication tool is no easy task. It's like building and maintaining a separate product, which can be a nightmare for engineering managers, project managers, and developers. Yet, you push through because you need flexibility, control over your communication workflow, and a solution that seamlessly works with your product. But what if you could have all those benefits without the hassle of building and managing an entire infrastructure tool? With Fyno, you can achieve this effortlessly, without worrying about resource allocation, code maintenance, and building new integrations. Whether you're planning to build or have started building an internal communication tool, or have been maintaining an internal communications tool in the hopes it will get easier some day—Fyno can help you. In this blog post, we'll discuss the challenges faced by companies at various stages of building their internal communications tool and how Fyno can help them simplify the process. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-30-1718603571817-compressed.png) **Challenges faced by companies at each stage of building an internal communication tool** ------------------------------------------------------------------------------------------ ### **New build: A tool that is not completely live yet** **Challenges:** At this stage, a company would've just started to [build their notification infrastructure](https://www.fyno.io/blog/the-true-cost-of-building-your-own-notification-infrastructure-clutcjad9005d26ao9dgdwjp9). The primary challenges they'll face at this stage are: * **Resource allocation:** Significant engineering resources are required to develop the MVP version of the tool * **Technical bandwidth consumption:** Early-stage development can consume a lot of technical bandwidth, diverting focus from core product development. * **Deployment difficulties:** Setting up the initial infrastructure can be complex and time-consuming. **Impact**: The deficit in resource bandwidth and the prolonged timeline to get a working version of the tool ready will slow down the product growth and will also affect the the customer experience. **How fyno helps:** ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-3-1718603693575-compressed.gif) ​[Fyno](https://www.fyno.io/) streamlines your customer communication workflow, enabling you to quickly set up your notification infrastructure without heavy engineering efforts. You can integrate all your existing communication channels, set up delivery workflows, and manage all your content templates from a single location. The best part? Fyno provides a single API that seamlessly integrates with your product, ensuring that any backend changes won't affect your code. By using Fyno, you save valuable resources and can focus on refining your core product. ### **Recently built: Live but with limited usage** **Challenges:** For companies who've recently built an communication tool, the challenges lie towards maintaining their systems and adding more features. This include: * **Low engagement:** With minimal usage, it's difficult to gauge the effectiveness of notifications. * **High maintenance costs:** Maintaining a system of such scale can be costly and resource-intensive. * **Limited flexibility:** Adapting to new communication channels or customer preferences can be challenging. **Impact:** With limited features and flexibility, it becomes hard to experiment with new channels and workflows. Often times, the team will build with an assumption that a particular communication channel would work great, but by the time they finish building the tool, another channel would've become popular. In that case, whatever they built the tool for becomes less useful. They'll again go back to the drawing board to include the new channel into the tool. It's a time-consuming and tiring process. **How fyno helps:** ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-31-1718603736405-compressed.png) Fyno's modular infrastructure allows for easy scaling and adaptability. Its centralized template management and cross-channel workflow orchestrator enables businesses to experiment with different communication strategies and channels without significant overhead. This flexibility helps in increasing engagement and optimizing costs. ### **Young build: Live with growing active usage** **Challenges:** When a company's [notification system](https://www.fyno.io/blog/how-building-a-notification-system-in-house-can-be-expensive-clutgsbgd006d26aowhln37va) gains traction, new challenges emerge. This include: * **Scalability issues:** Managing an increasing number of notifications and users can strain the system. * **Complex workflows:** Creating and managing complex communication workflows becomes necessary. * **Data silos:** Integrating data from various sources to provide a seamless experience can be difficult. **Impact:** Scaling your system and integrating data from new sources demands significant resource allocation and meticulous planning. But, the most critical factor of all, is time. As your customer base rapidly expands, you must scale swiftly to deliver timely notifications through the appropriate channels prefered by your users. Failing to achieve this can negatively impact customer experience and place immense pressure on your development team. **How fyno helps:** Fyno's technical architecture is designed to rapidly scale to your growing needs. And, our built-in integration with various communication platforms allows you to seamlessly pull data from your current platforms and sources. This makes it easy for you to send notifications to your users without wasting time on adding more virtual machines or building new integration APIs. ### **Growth stage: Frequent usage, established user base** **Challenges:** For companies with an established user base, the focus shifts to maintaining and optimizing the notification system: * **High maintenance and upkeep:** Constant updates, bug fixes, and optimizations are required. * **Compliance and security:** Protecting sensitive customer data and ensuring compliance with industry regulations is crucial. **Impact:** You'll end up spending a lot of time, money, and resources in managing the tool and in setting up processes to adhere to compliance regulations. **How fyno helps:** ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/notion-untitled-1718603775501-compressed.png) Fyno offers robust security features, including data encryption, access management, and fraud prevention mechanisms. Its centralized template management ensures consistent messaging, while the analytics and insights feature helps in optimizing communication strategies based on data and user preferences. By reducing the maintenance burden, Fyno allows businesses to focus on delivering high-quality customer experiences. ### **Mature stage: Widespread and frequent usage** **Challenges:** At this stage, the notification system is mature, and millions of notifications are sent to thousands of users. This doesn't mean the system will have less challenges. On the flip side, they'll have more complex challenges to tackle. Here are a few: * **Technical debt:** Accumulated technical debt can hinder further development, optimization of the product. * **Innovation stagnation:** Keeping up with new communication trends and technologies can be difficult as it takes meticulous planning, allocation of funds and resources, not to mention time taken to build and test new features.\*\*Impact:\*\*With a complex notification system that serves thousands of users, it is difficult to make critical changes immediately. You'll have to careful plan and execute adding new features and 'quality of life' improvements. It can take several weeks to a few months to add a useful feature to your current system. **How fyno helps:** ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/notion-untitled-1-1718603816355-compressed.png) With Fyno, you don't have to worry about spending months to add new channels and features to your notification system. We closely work with top communication platforms including [Meta](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) (We're a Meta vertified Technology Partner) to make sure all [new communication channels](https://www.fyno.io/blog/communication-channels) and features are readily available for you. All you have to do is connect our universal API endpoints to your product and voila! You're good to go. And, since everything you configure doesn't affect the API endpoints, you can freely experiment with new workflows and channels without having to worry about altering your code base. Conclusion ---------- Building and maintaining a notification infrastructure is a continuous journey, with unique challenges at each stage of product maturity. Whether you're just starting out or managing a mature system, Fyno offers a comprehensive solution that simplifies communication efforts, reduces costs, and enhances customer engagement. By leveraging Fyno's powerful features, businesses can overcome the hurdles of developing and maintaining a notification system, ensuring that the right message reaches the right customer at the right time. Embrace the future of customer engagement with Fyno and unlock the full potential of your communication strategies. Schedule a demo today and experience the transformation firsthand. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## A comprehensive guide for GDPR data breach notifications Author: Rohit Jain Published: 2024-06-13 Category: Articles Meta Title: GDPR Breach Notification: Rules, Reporting, and Compliance Meta Description: Learn GDPR breach notification rules, reporting steps, and how tools like Fyno help ensure compliance with GDPR requirements and protect personal data. Tags: Insights, Customer communication, Solutions URL: https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7 The General Data Protection Regulation (GDPR) guidelines contain strict rules for how organizations must handle personal data breaches. These guidelines are essential for organizations to understand when and how to notify the relevant supervisory authority and affected individuals during a data breach, including incidents involving the accidental or unlawful destruction of personal data. This blog post provides a comprehensive overview of the GDPR breach notification rules, including definitions, types of breaches, when and how to notify the relevant authorities and affected individuals, and how tools like Fyno can help ensure compliance. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-27-1718278094028-compressed.png) What is a personal data breach? ------------------------------- A personal data breach occurs when a security issue results in customers’ personal data being accidentally or unlawfully destroyed, lost, altered, disclosed, or accessed without permission, affecting the data subject. This can include breaches resulting from internal and external threats and affect personal data breach including confidentiality, integrity, or availability. The importance of timely breach reporting ----------------------------------------- Under [GDPR](https://arc.net/l/quote/pjwgwgtb), timely reporting of data breaches without undue delay is crucial to minimize potential harm to individuals and ensure compliance with regulatory requirements. Prompt notification allows affected individuals to take necessary precautions to protect their personal data records concerned with maintaining trust in the organization’s data protection practices. Types of personal data breaches: c**onfidentiality, integrity, and availability** --------------------------------------------------------------------------------- Based on their nature, personal data breaches are classified into three broad categories: 1. **Confidentiality breach**: When personal data is seen or shared without permission. 2. **Integrity breach**: When personal data is changed without permission. 3. **Availability breach**: When personal data is lost or inaccessible when required. ### Examples of personal data breaches * A laptop with unencrypted personal data is stolen. * A hacker gains unauthorized access to personal data. * Important personal data was accidentally deleted, and there is no backup. * Unauthorized access to personal data transmitted over an unsecured network. Reporting requirements and procedures ------------------------------------- ### The 72-hour deadline and notification requirements If you know of a personal data breach within your organization, Article 33 of GDPR mandates that you notify the relevant supervisory authority within 72 hours. If notification is not made within 72 hours, it must be accompanied by reasons for the delay. One such instance is when the personal data affected by the breach is encrypted and the encryption key remains uncompromised. ### Necessary steps for developing a data breach response plan Despite careful measures, there is always a chance of a data breach within your organization. To be on the safer side, it is advised to develop a comprehensive data breach response plan. Here are the things you should do to make an effective data breach response plan. * Establishing a breach response team. * Defining the roles and responsibilities of everyone in the response team. * Setting up guidelines for incident detection and reporting procedures. * Conducting regular training and simulations. * Performing regular information security audits to identify missed breaches and other vulnerabilities * Reviewing and updating the plan periodically. ### Who should be notified after a data breach? After a data breach, notifications should be sent to: * **Supervisory authorities**: As mentioned above, within 72 hours of a breach, you must inform the supervisory authority about the incident. The authority might vary based on your region — the Information Commissioner’s Office (ICO) in the UK and the Data Protection Agency (DPA) if it’s the EU region. * **Data subjects**: Besides notifying the supervisory authorities, you should notify those whose data is affected by the breach. Notifying affected data subjects is crucial, especially when the breach is likely to result in a high risk to individuals' rights and freedoms, necessitating direct and prompt notification. * **Other entities**: Data processors, insurers, and legal advisors, as necessary. It is crucial to report incidents that pose a significant risk to the data subjects concerned. Notification content and communication -------------------------------------- ### **Essentials of a data breach notification** A data breach notification should include the following. * A description of the nature of the breach. * The categories and approximate number of data subjects and records affected. * Likely consequences of the breach. * Contact details of the data protection officer or other contact point. * Measures taken or proposed to address the breach and mitigate its effects. If all the information isn't available at once, it can be provided in stages as long as there is no further undue delay. ### Communicating a breach to data subjects Organizations must inform affected individuals about a personal data breach. The notification to individuals should include the following: * A description of the breach. * The likely consequences of the breach. * Contact details of the data protection officer or other contact point. * The measures taken or proposed to address the breach and mitigate its effects. The notification should be clear and concise to ensure that the concerned data subjects understand the potential risks and the measures to mitigate them. Explore how Fyno puts security first in every notification [Try Fyno for Free](https://app.fyno.io/login)[Talk to us](https://www.fyno.io/schedule-demo) ### Exceptions and special cases in breach notification There are exceptions to breach notification requirements, such as: * If the data was encrypted or otherwise protected in a way that makes it inaccessible to others. * If measures have been taken to ensure the high risk to data subjects’ rights and freedoms is unlikely to materialize. **Legal and financial implications** ------------------------------------ ### **Potential fines and regulatory actions** Non-compliance with GDPR’s breach notification requirements can result in significant fines and regulatory actions. Fines can reach up to €10 million or 2% of the organization’s global annual turnover, whichever is higher. ### **Breach documentation requirements** Organizations must keep records of all personal data breaches, even if they do not need to notify the supervisory authority. These records should include details about what happened, the effects, and the actions taken, etc. ### **Can supervisory authorities mandate notifications?** Yes, supervisory authorities can mandate notifications if they believe the breach poses a high risk to the rights and freedoms of individuals, even if the organization initially deemed the risk low. **Practical steps for compliance and prevention** ------------------------------------------------- ### Formulating a personal data breach response strategy An effective data breach response strategy should include: * Immediate containment and recovery actions. * Thorough investigation and documentation of the breach. * Communication plans for notifying affected parties. * Review and improvement of security measures to prevent future breaches. ### Preventive measures to avoid data breaches Preventive measures include: * Regular security audits and vulnerability assessments. * Employee training on data protection and breach response. * Implementation of strong access controls and encryption. * Continuous monitoring and incident detection systems. ### Role of data processors in breach notifications Upon becoming aware of a personal data breach, data processors must notify the data controllers immediately. But who is a data processor, and who is a data controller? Let's use a simple example to understand the roles: Imagine **TechStorez**, an online retailer, uses a company called **PaySecureD** to handle their customers' payment information. * **TechStorez** is the data controller because it decides why and how customers' personal data is used. * **PaySecureD** is the data processor because it processes payment information on behalf of TechStore. Now, if PaySecureD discovers a data breach that affects the payment information they handle for TechStorez, here's what happens: * **PaySecureD** (the data processor) must inform **TechStorez** (the data controller) when they become aware of the breach. * **TechStorez** (the data controller) must then report the breach to the relevant supervisory authority (like a data protection agency) immediately and within 72 hours of becoming aware of the breach. * If necessary, **TechStorez** must also inform the affected customers about the breach. This process ensures that the entity responsible for deciding how the data is used (TechStorez) communicates with authorities and customers while the entity handling the data (PaySecureD) quickly informs them of any issues. How fyno enhances GDPR compliance in data breach notifications -------------------------------------------------------------- Ensuring [GDPR compliance](https://www.fyno.io/privacy-policy-gdpr) with data breach notification requirements is crucial for protecting personal data and avoiding significant legal repercussions. [Fyno](https://www.fyno.io/privacy-policy-gdpr) provides several features to help organizations streamline compliance efforts and manage data breaches effectively. ### Robust security features Fyno offers advanced security measures designed to protect sensitive information and ensure compliance with GDPR regulations. These include: ### Masking Masking is a feature that covers sensitive data points when displayed within Fyno. When activated, it ensures that data payloads and destination details are stored in plaintext but displayed in a masked format (e.g., "xxxxx"). ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-28-1718278184609-compressed.png) This feature helps protect sensitive information from unauthorized access while allowing authorized users to unmask the data when necessary. **How it works:** * Fyno receives an API request containing sensitive data. * If masking is enabled, the data is stored in plaintext but displayed as masked data in logs and reports. * Authorized users can unmask the data when needed. ### Hashing Hashing is an irreversible process that permanently hides sensitive data points by converting them into a hashed format. Once applied, the hashed data is stored in the database and displayed as "\[redacted\]" in Fyno. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-29-1718278219473-compressed.png) This ensures that sensitive information remains protected, even if unauthorized parties access the data. **How it works:** * Fyno receives an API request with sensitive data. * If hashing is enabled, the data is hashed before being stored in the database. The hashed data is displayed as "\[redacted\]" in logs and reports. * Unlike masking, hashed data cannot be reverted to its original form. ### Push token cleanup Fyno's push token cleanup feature helps maintain clean and relevant data by removing outdated or unused push tokens from user profiles. This ensures that only the latest and necessary data is retained, reducing the risk of data breaches and enhancing overall data security. **How It Works:** * The push token cleanup feature identifies and removes outdated push tokens from user profiles. * This helps keep user data up-to-date and minimizes the risk of unauthorized access to outdated tokens. ### Comprehensive logging and monitoring Fyno provides detailed [logging and monitoring](https://middleware.io/blog/what-is-log-monitoring/) capabilities that help organizations track and manage data breaches effectively. **Key monitoring features:** * **Sent logs**: Track all outgoing notifications and their statuses. * **Event logs**: Monitor events that trigger notifications and their outcomes. * **Automation logs**: Keep records of automated processes and their results. These logs ensure compliance with GDPR's documentation requirements and provide necessary information to supervisory authorities when needed. ### Simplified notification management Fyno's centralized [template management](https://arc.net/l/quote/vyjwgfzc) and cross-channel workflow automation make it easier for organizations to send breach notifications. By using Fyno, businesses can ensure that notifications are sent promptly and consistently across all [communication channels](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement), meeting GDPR's 72-hour notification requirement. Conclusion ---------- Understanding and complying with GDPR data breach notification requirements is essential for protecting personal data and avoiding significant legal and financial repercussions. By implementing robust response plans and leveraging tools like Fyno, organizations can enhance their breach management processes and ensure timely and effective notifications. FAQs ---- ### **1\. What is a personal data breach under GDPR?** A personal data breach occurs when personal data is accidentally or unlawfully destroyed, lost, altered, disclosed, or accessed. ### **2\. When must a personal data breach be reported?** A personal data breach must be reported to the relevant supervisory authority within 72 hours. ### **3\. Who should be notified in the event of a data breach?** Both the relevant supervisory authority and the affected individuals must be notified. ### **4\. What information should be included in a data breach notification?** The notification should include the nature of the breach, affected data categories, consequences, and measures taken. ### **5\. What are the potential fines for non-compliance with GDPR breach notification requirements?** Fines can reach up to €10 million or 2% of the organization’s global annual turnover, whichever is higher. ### **6\. What is the role of a data processor in breach notifications?** A data processor must immediately notify the data controller upon discovering a breach. ### **7\. Are there any exceptions to the breach notification requirement?** Exceptions include when the data was encrypted or if measures have been taken to ensure the high risk to data subjects is unlikely to materialize. ### **8\. How can Fyno help with GDPR compliance in data breach notifications?** Fyno provides advanced security features, comprehensive logging, and centralized notification management to streamline compliance efforts. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## A guide to transactional messaging: Everything you need to know Author: Tamilselvi Ramasamy Published: 2024-06-07 Category: Articles Meta Title: "Mastering Transactional Messaging: Best Practices & Examples Meta Description: "Unlock the power of transactional messaging for enhanced customer engagement. Learn best practices, examples, and tools like Fyno for efficient communication. Boost customer satisfaction now!" Tags: Communication experience, Customer communication, SMS URL: https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3 What is transactional messaging? -------------------------------- Transactional messaging refers to **automated messages triggered by specific actions performed by a consumer, delivering necessary or high-priority information.** These messages include order confirmations, password resets, account alerts, and delivery updates. Unlike promotional messages, which aim to build brand loyalty and drive sales, transactional messages provide critical information that enhances customer satisfaction and trust by delivering timely and relevant updates. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-from-notion-1718005407108-compressed.png) ### Common types of transactional messages Transactional messages come in various forms and serve multiple purposes. Common types include: * **Order confirmation messages**: Sent immediately after purchase, confirming order details and providing tracking information. These messages are crucial for ensuring trust and providing a positive customer experience. * **Password reset notifications**: Assist users in securely resetting their passwords. * **Account alerts**: [Notify customers](https://www.fyno.io/blog/customer-notification-system) of changes or important updates related to their accounts. * **Delivery updates**: Provide real-time tracking information for shipments. * **Appointment reminders**: Remind customers of upcoming appointments, often allowing for confirmation or rescheduling. These messages can be delivered through multiple channels, such as email, [SMS](https://www.fyno.io/blog/how-to-save-big-on-sms-cost-with-whatsapp-in-india-clst1n275005yxv47ioyo7mff), and push notifications, ensuring that critical information reaches customers promptly and effectively. Why is transactional messaging important? ----------------------------------------- Transactional messaging is crucial for businesses because it enhances customer engagement and trust. Transactional messages include order confirmations, shipment notifications, and password resets, essential for maintaining smooth [customer communication](https://www.fyno.io/blog/simplifying-the-complexities-in-logistics-for-customer-communications). These messages ensure customers receive timely transaction updates, improving their overall experience. Transactional messaging is also important for providing real-time information, which helps businesses build credibility and reliability. Obtaining explicit consent for customers to receive transactional SMS, as required by the Telephone Consumer Protection Act (TCPA), is essential. This ensures compliance with regulations and sets clear consumer expectations. In addition, [transactional notifications](https://www.fyno.io/blog/transactional-vs-marketing-notifications) can significantly reduce the workload on customer service teams by providing automated updates. This reduces the number of inquiries related to order status or account information. SMS transactional messages, for example, can quickly inform customers about their orders’ status, reducing the need for follow-up calls or emails. Furthermore, transactional text messages have a high open-rate compared to promotional messages. According to a study by MobileSquared, transactional SMS messages boast an open rate of 98%, compared to the 20% open rate of email marketing. This high engagement rate highlights the effectiveness of transactional messaging in reaching customers promptly. Benefits of transactional messaging ----------------------------------- Transactional messaging offers several benefits for businesses across various industries. One of the primary benefits is improved customer satisfaction. Customers who receive timely and relevant transaction updates are more likely to trust the business and continue engaging with it. It is also crucial to follow transactional SMS best practices to ensure a better customer experience and to avoid overloading the customer service department. ### **Send critical information** Transactional messaging allows businesses to send messages containing critical information promptly. Transactional notifications ensure that vital information is delivered quickly, enhancing security and trust. For instance, in the BFSI sector, customers receive alerts about suspicious transactions immediately, which helps prevent unauthorized activities. ### **Build trust** Building trust with customers is crucial for any business. Transactional messaging plays a significant role in providing accurate and timely updates. Customers rely on these messages for essential information, such as order confirmations and delivery updates. When businesses consistently deliver on these expectations, they foster a sense of reliability and trustworthiness. ### **Improve engagement** Another significant benefit of transactional messaging is improving customer engagement. Customers are more likely to interact with and respond to messages that contain relevant and necessary information. For example, [logistics companies](https://www.fyno.io/blog/leveraging-notifications-for-logistics) can use transactional text messages to keep customers informed about the status of their shipments. This not only improves customer satisfaction but also encourages repeat business. ### **Gather insights** Transactional messages can also help businesses gather valuable insights. Companies can better understand customer behaviour and preferences by analyzing transactional APIs or transactional SMS data. This information can be used to improve services and tailor future communications to meet customer needs more effectively. For example, tracking the open rates and responses to transactional notifications can provide insights into customer engagement levels and preferences. Differences between transactional and promotional messages ---------------------------------------------------------- Promotional and transactional SMS serve different engagement strategies; promotional SMS focuses on marketing and advertising, while transactional SMS provides important information. Understanding the differences between transactional messages and promotional messages is crucial for businesses to communicate effectively with their customers. 1. [Transactional messaging](https://www.fyno.io/blog/transactional-vs-marketing-notifications) involves sending messages essential to completing a transaction or providing important updates related to a service. On the other hand, promotional SMS and text messages are intended to market a product or service, aiming to drive sales or engagement. 2. Transactional messages include order confirmations, shipping updates, and account alerts. These messages are typically automated and triggered by user actions, ensuring the timely delivery of critical information. Promotional SMS, such as discount offers, new product announcements, and special deals, require explicit consent from recipients due to their marketing nature. The primary distinction lies in the purpose and content of the messages. Transactional notifications focus on delivering necessary information, while promotional text messages aim to encourage customer engagement and sales. This fundamental difference dictates these messages’ consent mechanism, frequency, and format. ### Key differences 1. **Purpose, content, and consent requirements** * Transactional text messages are primarily informative, providing updates and confirmations about customer interaction with a business. These messages are critical for maintaining customer satisfaction and trust, as they inform customers about their transactions. * Promotional SMS messages, however, are designed to generate interest and drive action. They often include enticing offers, discounts, and calls to action. Due to their marketing nature, promotional SMS messages require prior consent from the recipients, usually obtained through an opt-in process. 1. **Delivery frequency** * Transactional SMS messages are sent based on specific triggers, such as a purchase or an account update, ensuring they are relevant and timely. * In contrast, promotional messages are often sent according to a marketing schedule, which can be more frequent and less predictable. ### Consent mechanism for promotional and transactional messages The consent mechanism for transactional and promotional messages differs significantly due to their nature. Transactional messaging does not require explicit consent as it is related to a service the customer has already engaged with. For example, when a customer makes a purchase, they expect to receive an order confirmation and shipping updates. Conversely, promotional messages must comply with regulations that mandate explicit consent from recipients. This often involves a double opt-in process where customers confirm their willingness to receive marketing communications. This consent is crucial to avoid penalties and maintain customer trust. Legal requirements and best practices for obtaining opt-in consent for sending marketing messages include clearly disclosing what the customer is consenting to and providing an easy way to opt-out. The transactional API plays a significant role in managing these communications, ensuring that transactional messages are delivered promptly and efficiently. Businesses must implement robust systems to differentiate between transactional and promotional messages, ensuring compliance with consent requirements and providing a seamless communication experience for customers. A clear and compliant consent mechanism is vital for businesses to avoid legal issues and maintain positive customer relationships. By understanding and respecting the differences between transactional and promotional messages, businesses can communicate more effectively and enhance customer satisfaction. Channels for sending transactional messages ------------------------------------------- Selecting the right channel for sending transactional messages ensures timely and effective communication. Different channels offer unique advantages, depending on the message’s urgency and the customer’s preferences. The section below explores three primary channels businesses use to deliver transactional notifications efficiently. * SMS * Email * In-app messaging ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-21-1718005482775-compressed.png) ### SMS Transactional messages sent via SMS are effective for immediate and direct communication. They boast an open rate of over 98%, making them ideal for urgent notifications like OTPs (one-time passwords) and delivery updates. BFSI (Banking, Financial Services, and Insurance) companies use transactional SMS to alert customers about account activities, detect fraud, and confirm payments. Similarly, logistics companies notify customers about shipment statuses, ensuring timely and reliable communication. Transactional text messages ensure that important information reaches customers promptly, enhancing the customer experience. ### Email Emails are a versatile and widely used channel for transactional messaging. Businesses use transactional emails for order confirmations, password resets, and account notifications. According to Campaign Monitor, the average open rate for transactional emails is 44.7%, significantly higher than for promotional emails. In the BFSI sector, banks send transactional notifications via email to inform customers about transactions, statements, and policy updates. Logistics companies utilize transactional email to provide detailed shipment tracking and delivery confirmation. This ensures that customers have all the necessary information in one place, improving transparency and trust. ### In-App messaging [In-app messaging](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) is an effective channel for transactional messaging, especially for businesses with a mobile app presence. Transactional messages delivered through in-app messaging can include account updates, security alerts, and personalized notifications. This method is particularly beneficial for the BFSI sector, where users can receive real-time updates about their account activities directly within their banking app. Logistics companies use in-app messaging to provide real-time shipment updates, enhancing customer satisfaction by informing them at every step. The immediacy and convenience of in-app messaging make it a powerful tool for transactional notifications. Examples and use cases of transactional messages ------------------------------------------------ Transactional messages are essential for maintaining efficient and reliable communication with customers. Below are examples of transactional messages. ### User authentication * One-time passwords (OTPs) * Two-factor authentication (2FA) ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-22-1718005840788-compressed.png) ### Bookings and appointments * Reservation confirmation and cancellation * Appointment confirmation and reminders ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-23-1718005899442-compressed.png) ### Service notifications and alerts * Payment and billing alerts * Service updates * Welcome messages * Support ticket confirmations ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-from-notion-1-1718008581077-compressed.png) ### E-commerce * Receipts * Order confirmation and status updates * Shipping and delivery updates * Abandoned cart reminders * Product alerts * Feedback requests and surveys ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-24-1718008666153-compressed.png) ### Government and other organizations * General alerts and notices * Emergency alerts ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-25-1718008708369-compressed.png) ### Internal communication * People updates * Notifications for shift changes * Notifications for birthdays and work anniversaries * Company newsletter sharing ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-26-1718008815255-compressed.png) 10 best practices for transactional messaging --------------------------------------------- Transactional messaging is essential for maintaining effective communication with your customers. To maximize its impact, follow these 10 best practices. 1. **Keep it clear and concise** 2. **Speed is key** 3. **Focus on the customer** 4. **Add an NPS survey** 5. **Go beyond open rates** 6. **Cover the WWWWH (Who, What, When, Where, How)** 7. **Mobile optimisation** 8. **Provide clear instructions on how to opt out** 9. **Use a professional transactional messaging service** 10. **Stay short and sweet** ### Keep it clear and concise Ensure your transactional messages are clear and concise. Customers appreciate short, to-the-point information. Avoid unnecessary details to prevent confusion. ### Speed is key Deliver transactional messages promptly. Timeliness enhances the customer experience and fosters trust. Delays can lead to dissatisfaction and missed opportunities. ### Focus on the customer Tailor your messages to meet customer needs. Personalization increases engagement and relevance. Use customer data to craft messages that resonate with your audience. ### Add an NPS survey Include a Net Promoter Score (NPS) survey in your transactional messaging. Gathering feedback helps improve your services. It also shows customers that their opinions matter. ### Go beyond open rates Analyze more than just open rates. Track metrics like click-through rates and conversion rates to understand the effectiveness of your transactional messages. ### Cover the wwwwh (who, what, when, where, how) Address the Who, What, When, Where, and How in your messages. Providing comprehensive information ensures customers understand the message and its purpose. ### Mobile optimization Optimize your messages for mobile devices. A significant portion of customers access emails via mobile. Ensure your messages are readable and actionable on small screens. ### Provide clear instructions on how to opt-out Include clear instructions on how to opt out of transactional messages. Respecting customer preferences builds trust and complies with legal requirements. ### Use a professional transactional messaging service Consider using a professional transactional messaging service. Expert services ensure reliability and compliance with industry standards. ### Stay short and sweet Keep your messages short and sweet. Concise messages are more likely to be read and understood. Avoid lengthy paragraphs and stick to essential information. How to send transactional messages efficiently with fyno -------------------------------------------------------- Transactional messages play a crucial role in maintaining effective communication with your customers. If you want to enhance customer engagement, use transactional messages with [Fyno](https://www.fyno.io/). These messages include transactional notifications such as order confirmations, shipping updates, and appointment reminders. Transactional messaging is essential because it ensures the timely delivery of important information. Customers appreciate receiving transactional text messages that keep them informed about their transactions. This builds trust and improves the overall customer experience. ### DLT registrations Register with DLT (Distributed Ledger Technology) to comply with regulatory requirements. This process ensures that all transactional messages are verified and legitimate. [DLT registration](https://www.fyno.io/blog/navigating-the-complexities-of-dlt-registration-with-fyno-clutc3d93005b26aodqmr1zic) helps prevent spam and unauthorized messaging, safeguarding your [communication channels.](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement) DLT registration is crucial for sending secure transactional SMS to customers. Financial institutions must verify that their messages comply with regulations to maintain customer trust and avoid penalties. #### Service explicit Service explicit messages clearly state their purpose and provide detailed information about the service. When you use service-explicit messages, you ensure that the recipient fully understands the nature and intent of the communication. This is especially important for critical updates and confirmations. For instance, a bank might send a service explicit message like, "Your loan application #56789 has been approved. Please review the terms and conditions at \[link\]." This message provides clear information about the approval and what the recipient needs to do next. #### Service implicit Service implicit messages, on the other hand, convey information in a more general manner without going into extensive detail. These messages assume that the recipient can infer the purpose of the message from the context. Service implicit messages are often used for routine updates and reminders. An example of an implicit service message could be, "Reminder: Your credit card payment is due on June 15th. Please ensure timely payment to avoid late fees." While it doesn't detail the consequences or next steps, it provides enough information for the recipient to understand and take action. Effortlessly using both service explicit and service implicit messages can enhance your communication strategy. Service explicit messages are best for complex or critical communications, while service implicit messages work well for routine updates. ### Fyno verify [Fyno Verify](https://docs.fyno.io/docs/fyno-verify) is a powerful tool that enhances the security and reliability of your transactional messaging. This feature allows you to verify the authenticity of each transactional message before it reaches the recipient, adding an extra layer of protection to your communications. For instance, logistics companies can use Fyno Verify to ensure delivery updates and notifications are accurate and trustworthy. This helps reduce errors and improve customer satisfaction. ### Fyno shorty Another useful feature is [Fyno Shorty](https://docs.fyno.io/docs/url-shortener), which allows you to create short, concise URLs for messages. This is useful for SMS communications where character limits apply. For example, you can use Fyno Shorty to send a quick order tracking link in a single SMS. This ensures that customers receive the information they need while saving costs for you. Examples of effective transactional messages -------------------------------------------- Effective transactional messages are clear, concise, and timely. Here are a few examples to illustrate their impact: 1. Order Confirmation: "Your order #12345 has been confirmed and will be shipped soon. Thank you for shopping with us!" 2. Shipping Update: "Your package is on its way! Track your shipment here: \[Fyno Shorty link\]." 3. Appointment Reminder: "Reminder: Your appointment with Dr. Smith is scheduled for June 5th at 3 PM." These examples demonstrate how transactional messages can enhance customer experience by providing timely and relevant information. In banking, transactional notifications like account balance updates or fraud alerts are crucial for maintaining customer trust and engagement. FAQs ---- ### 1\. **How do transactional messages differ from promotional messages?** Transactional messages provide essential updates, while promotional messages aim to drive sales. ### 2\. **What are common examples of transactional messages?** Order confirmations, password resets, and account alerts are common transactional messages. ### 3\. **Why are transactional SMS messages effective?** Transactional SMS messages have a high open rate of 98%, ensuring timely information delivery. ### 4\. **How can transactional messaging improve customer trust?** By delivering timely and relevant updates, transactional messaging enhances customer trust and satisfaction. ### 5\. **What role does Fyno Verify play in transactional messaging?** Fyno Verify ensures the authenticity of each transactional message, adding an extra layer of security. ### 6\. **What is the importance of DLT registration for transactional messages?** DLT registration ensures compliance and prevents spam, safeguarding communication channels. ### 7\. **How does Fyno Shorty benefit SMS communications?** Fyno Shorty creates concise URLs, optimizing SMS communications within character limits. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Navigating HIPAA compliance data breach: Understanding notification rules Author: Rohit Jain Published: 2024-06-05 Category: Articles Meta Title: Understanding HIPAA Breaches: Handling, Notification, and Compliance Meta Description: Learn about HIPAA breaches, key notification steps, compliance best practices, and how to protect patient data in the healthcare sector effectively. Tags: Insights, Customer communication, Solutions URL: https://www.fyno.io/blog/null In the healthcare sector, safeguarding patient data is not just a legal obligation but a moral one. That’s why the **Health Insurance Portability and Accountability Act (HIPAA)** mandates stringent measures to protect patient information. One critical aspect of HIPAA, which we’ll be focusing on, is the Breach Notification Rule. The event of a data breach requires HIPAA covered entities to notify affected individuals, the Department of Health and Human Services (HHS), and sometimes the media, depending on the extent of the breach. Thus, understanding how to handle a data breach is essential for ensuring compliance and maintaining patient trust. In this blog post, we will cover everything related to HIPAA breaches, from common scenarios that contribute to their occurrence to handling them effectively and restoring patient trust. Let’s get started. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-19-1717655349280-compressed.png) Defining a HIPAA breach ----------------------- A HIPAA breach occurs when the **unauthorized use or disclosure of Protected Health Information (PHI) compromises the security or privacy of patients.** A covered entity has specific duties under HIPAA regulations, including risk analysis, breach notification, and compliance. Not all incidents qualify as breaches under HIPAA. For example, unintentional access by an authorized employee or inadvertent disclosure to another authorized individual within the same organization may not be considered a breach if the information is not further used or disclosed improperly. Examples of common breaches and scenarios in healthcare data --------------------------------------------------------------- 1. **Lost or stolen devices:** If lost or stolen, mobile phones, laptops, or USB drives containing unencrypted PHI can lead to significant breaches. 2. **Unauthorized access:** Instances where employees access patient records without a legitimate reason. Business associates must also ensure that their employees do not access patient records without a legitimate reason. 3. **Phishing attacks:** Cybercriminals trick employees into revealing sensitive information through deceptive emails. 4. **Improper disposal:** Discarding paper records or electronic devices containing PHI without proper destruction. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-20-1717660011331-compressed.png) Key requirements of HIPAA breach notification --------------------------------------------- Once a breach is detected, healthcare entities must act immediately to comply with HIPAA’s notification requirements. The HIPAA Security Rule outlines the safeguards that must be in place to protect electronic PHI. Compliance with HIPAA rules is essential for avoiding penalties. Here are the key steps and timelines involved: ### Immediate steps after breach detection 1. **Contain the breach:** Immediately contain the breach to prevent further unauthorized access or disclosure of patient information. Covered entities must act quickly to contain the breach and prevent further unauthorized access. 2. **Conduct a risk assessment:** Evaluate the nature and extent of the breach, the root cause of the breach, and the person involved. Also, try to get as much information as possible on the data used. This includes gathering information on who viewed the data, who it was sent to, and what purposes it was used for, etc. ### Notification timelines and procedures After containing the breach and doing a root cause analysis, the next critical step is to notify the affected and the authorities about the breach. Here are the timelines mentioned in the HIPAA guidelines. 1. **Individuals**: The affected institution should notify affected individuals without unreasonable delay and no later than 60 days after discovering the breach. Notifications should include a description of the breach, the types of information involved, steps individuals can take to protect themselves, and what the entity is doing to investigate and mitigate the breach. 2. **Department of Health and Human Services (HHS)**: If the breach impacts 500 or more individuals, the affected institution should notify the HHS within 60 days. For breaches affecting fewer than 500 individuals, the institution must maintain them on record internally and report them to HHS annually. 3. **Media**: If the breach affects more than 500 residents of a state or jurisdiction, the affected institution must notify prominent media outlets in the area within 60 days. Additionally, HIPAA data breach notification requirements must be followed to ensure compliance with federal and state laws. ### Special considerations for notifications to individuals and authorities 1. **Contact information**: If the individual has agreed to electronic communication, use first-class mail or email. If contact details are insufficient, use alternative methods like phone or public postings on the entity’s website. 2. **Content of notices**: Ensure notifications are clear and include all necessary information to help affected individuals understand the breach and protect themselves. Penalties and consequences for non-compliance --------------------------------------------- Non-compliance with the HIPAA Breach Notification Rule can result in severe penalties. The penalty can range from $100 to $50,000 per violation, with a maximum annual penalty of $1.5 million. Failing to protect unsecured protected health information can result in severe penalties for covered entities and business associates. ### Case studies of recent HIPAA breach penalties Here are two notable case studies that illustrate the severe consequences of failing to adhere to HIPAA guidelines adequately. **Anthem Inc.** In 2015, Anthem Inc., one of the largest health benefits companies in the United States, experienced a massive data breach that impacted nearly 79 million individuals. The breach exposed sensitive information, including names, social security numbers, medical identification numbers, and other personal data. This incident occurred due to a sophisticated cyber-attack where hackers accessed Anthem's IT system through phishing emails sent to employees. The repercussions were significant. Anthem agreed to a record-setting settlement of $16 million with the Office for Civil Rights (OCR) at the Department of Health and Human Services (HHS). Additionally, Anthem was required to implement a corrective action plan to address deficiencies in its HIPAA compliance program. **Premera Blue Cross** In 2019, Premera Blue Cross, a health insurance provider, faced a substantial penalty following a data breach that exposed the sensitive personal information of over 10 million individuals. The breach, which was discovered in 2015 but had begun in 2014, involved unauthorized access to Premera’s IT systems. The attackers accessed sensitive information, including social security numbers, bank account information, and clinical data. Premera Blue Cross settled with the Office for Civil Rights (OCR) for $10 million. The organization was also required to adopt a comprehensive corrective action plan to enhance its data security practices. These case studies illustrate the severe financial and operational impacts of HIPAA breaches. By learning from these examples, organizations can better prepare to protect patient information and avoid similar pitfalls. Compliance best practices ------------------------- ### Importance of staff training on HIPAA breach reporting Regular training programs are essential to educate employees about HIPAA regulations, how to identify potential breaches, and the steps to take when a breach occurs. Staff should be well-versed in the organization’s policies and procedures related to data security and breach notification. ### Implementing robust data security measures 1. **Access controls:** Implement strict access controls to ensure that only authorized personnel can access sensitive information. 2. **SOP for disposal of computer hardware:** Healthcare institutions should devise and follow standard procedures to dispose of any non-functional hard disks or devices containing sensitive patient information. 3. **Well-structured exit procedures**: Establish standard exit procedures to prevent ex-employees from accessing sensitive information from outside. This involves restricting their access to email and other internal services. 4. **Encryption**: Encrypt all PHI at rest and in transit to protect against unauthorized access. This can be effectively implemented with the help of your internal IT team or by getting expert help from outside. 5. **Regular audits**: Conduct regular security audits to identify and address vulnerabilities. If you detect a breach during the audit that went unnoticed, immediately follow protocol. Contain the breach and report it to the respective authorities and patients within the timeline set by HIPAA. How fyno supports robust data security practices ------------------------------------------------ As a leading [notification infrastructure](https://www.fyno.io/blog/notification-infrastructure-solutions) platform, Fyno offers several features to help healthcare institutions enhance their data security practices and comply with HIPAA regulations. Fyno's features help protect individually identifiable health information from unauthorized access. ### Features that protect customer data **1\. Universal integration layer:** Having copies of your patient records on multiple customer data platforms (CDPs), say one for automation, another for routing etc., increases your chance of a breach. Instead, you could use one dedicated CDP for all use-cases to manage these information. With [Fyno](https://www.fyno.io/), you can integrate and manage all your [communication channels](https://www.fyno.io/blog/communication-channels) from one central location. This ensures secure and consistent data handling across platforms. **2\. Logical orchestration layer**: Our powerful cross-channel workflow orchestration layer minimizes the need for human intervention, leading to limited access to patient information. ### Enhancing data integrity and confidentiality 1. **Data encryption:** Fyno ensures that all data, including PHI, is encrypted to prevent unauthorized access with one-way hashing. 2. **Access management:** Role-based access control and single sign-on (SSO) features ensure that only authorized personnel can access sensitive information. 3. **Fraud prevention:** Fyno’s fraud detection mechanisms help identify and mitigate potential security threats, ensuring compliance with HIPAA’s stringent requirements. Effectively adhere to HIPAA compliance with fyno ------------------------------------------------ Navigating HIPAA compliance, particularly the Breach Notification Rule is crucial for healthcare entities to protect patient information and avoid hefty penalties. Organizations can safeguard PHI and maintain patient trust by understanding the requirements and implementing robust data security measures. Platforms like Fyno provide the tools to streamline communication, enhance data security, and ensure compliance with regulatory requirements. Embrace these best practices and leverage advanced solutions to effectively navigate the complexities of HIPAA compliance. FAQs ---- ### 1\. **What constitutes a HIPAA breach?** A HIPAA breach involves the unauthorized use or disclosure of Protected Health Information (PHI). ### 2\. **How soon must individuals be notified after discovering a HIPAA breach?** Individuals must be notified without unreasonable delay and no later than 60 days after discovering the breach. ### 3\. **What information should be included in a breach notification to affected individuals?** Notifications should describe the breach, types of information involved, steps to protect themselves, and what is being done to mitigate the breach. ### 4\. **When must the Department of Health and Human Services (HHS) be notified of a HIPAA breach?** HHS must be notified within 60 days for breaches affecting 500 or more individuals; annually for breaches affecting fewer than 500 individuals. ### 5\. **Under what circumstances must the media be notified of a HIPAA breach?** The media must be notified if the breach affects more than 500 residents of a state or jurisdiction. ### 6\. **What are the penalties for non-compliance with HIPAA Breach Notification Rules?** Penalties range from $100 to $50,000 per violation, with a maximum annual penalty of $1.5 million. ### 7\. **What is the role of risk assessment after a HIPAA breach?** A risk assessment evaluates the nature and extent of the breach, including the types of PHI involved and the potential impact on individuals. ### 8\. **How can healthcare entities prevent HIPAA breaches?** Implementing robust data security measures such as encryption, access controls, regular audits, and staff training can help prevent breaches. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What is customer communication management (CCM) and why is it important? Author: Rohit Jain Published: 2024-06-03 Category: Articles Meta Title: What is customer communication management (CCM) and why is it important? Meta Description: "Explore effective strategies and benefits for optimizing customer communication management. Enhance engagement, satisfaction, and loyalty. Learn more!" Tags: Communication costs, Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/null What is customer communication? ------------------------------- [Customer communication](https://www.fyno.io/blog/marketing-communication-vs-customer-communication) refers to how **businesses interact with their customers to provide information, support, and foster relationships.** This communication can occur through [multiple channels](https://www.fyno.io/blog/6-major-problems-of-fragmented-multi-channel-communication-and-how-to-address-them-clutf7z2k006226aowgbv1oek), including email, social media, phone calls, live chat, and in-person interactions. Effective customer communication is essential for building strong relationships, ensuring customer satisfaction, and promoting brand loyalty. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-16-1717429405248-compressed.png) What is customer communication management (CCM)? ------------------------------------------------ Customer Communication Management (CCM) is a strategic approach that enables businesses to **streamline and optimize their communications with customers across multiple channels.** It leverages technology to design, deliver, store, and retrieve customer communications consistently and efficiently. CCM aims to enhance the customer experience by ensuring personalized, timely, and contextual interactions between a brand and its customers. Channels of communication in customer communication management -------------------------------------------------------------- CCM solutions leverage multiple communication channels to reach customers. These include: 1. **Email**: For [newsletters](https://www.fyno.io/blog/email-newsletters-best-practices), promotions, transactional updates, and service notifications. 2. **SMS**: For time-sensitive alerts, reminders, and two-factor authentication. 3. **Social Media**: For real-time engagement, customer support, and brand promotion. 4. **Chatbots**: For instant, round-the-clock customer support and conversational experiences. 5. **Voice Calls**: For personalized service, support, and consultations. 6. **Web Portals**: For self-service options, account management, and knowledge bases. The benefits of implementing customer communication management -------------------------------------------------------------- 1. **Improved Customer Experience**: Delivering a consistent brand voice across all [communication channels](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement) fosters trust and credibility. 2. **Operational Efficiency**: Designing a communication strategy streamlines existing support processes and automates manual, error-prone, and redundant tasks. This leads to an increase in productivity and cost savings. 3. **Enhanced Data Utilization**: Businesses can personalise communication by utilizing customer data and preferences, making customers feel valued and understood. 4. **Increased Engagement**: Consistent and relevant communication fosters stronger customer relationships, encouraging repeat business and positive word-of-mouth. 5. **Scalability**: CCM solutions can adapt to growing customer bases and evolving communication needs, ensuring businesses can scale their operations seamlessly. 6. **Regulatory Compliance**: Centralized management of customer communications helps businesses adhere to industry standards, regulations, and data privacy laws, mitigating legal risks. Challenges in implementing customer communication management ------------------------------------------------------------ While the benefits of CCM are significant, businesses may face the following challenges during implementation: 1. **Integrating with a growing list of apps**: Ensuring seamless integration of various communication channels, data sources, and existing systems can be complex and resource-intensive. 2. **Customer Data Management**: Handling large volumes of customer data safely and effectively is crucial for personalized communication and compliance. 3. **Meeting customer preferences**: Use advanced data analysis and segmentation capabilities to create truly personalized experiences for each customer based on their communication preferences. 4. **Rapid Scalability**: Adapting the CCM solution to handle a rapidly growing customer base and evolving communication preferences can be challenging without a robust and flexible platform. Examples of exceptional customer communication ---------------------------------------------- Here are a few examples of exceptional customer communication: 1. **Amazon**: Utilizes personalized emails, recommendations, and notifications based on purchase history, browsing behaviour, and preferences, fostering a tailored shopping experience. 2. **Zappos**: Renowned for its exceptional customer service and proactive communication, consistently going above and beyond to address customer needs and concerns. 3. **Netflix**: Provides tailored content suggestions, updates, and personalized recommendations based on viewing habits and preferences, enhancing user engagement and satisfaction. 5 best strategies for effective customer communication management ----------------------------------------------------------------- Customer communication management is crucial for building strong relationships and enhancing customer satisfaction. Here are five top strategies to streamline your communication efforts and ensure consistent, positive interactions with your clients. 1. **Centralised communication management** 2. **Smart automation** 3. **Data-driven insights** 4. **Switch to an opti-channel approach** 5. **Continuous feedback.** Let's dive into them one by one. 1. **Centralized Communication Management**: Implementing an all-in-one communication platform like Fyno can help effectively manage all customer communications from a single location, which will ensure consistency, efficiency, and cost savings. 2. **Smart automation**: Setting up smart systems to automate message routing based on customer preferences, system failure, and the importance of the message will solve most of the challenges faced by customer communication teams today. 3. **Data-Driven Insights**: Leverage customer data, analytics, and feedback to tailor communications, improve targeting, and refine strategies continuously. 4. **Switch to an Opti-Channel Approach**: Instead of taking an [omnichannel](https://www.fyno.io/routing) approach, choose an [opti-channel](https://www.fyno.io/blog/why-opti-channel-is-the-key-to-delivering-an-exceptional-customer-experience-clsskoycr0046xv47k19ak1f2) approach that focuses on delivering the right message through the right channel at the right time for each individual customer. 5. **Continuous Feedback**: Collect and act on customer feedback to continuously improve communication strategies, identify pain points, and enhance the overall customer experience. 5 best practices for optimizing customer communication management ----------------------------------------------------------------- Efficient customer communication management is essential for building strong relationships and improving overall satisfaction. Discover these five best practices to streamline communication processes and enhance customer engagement. 1. **Leverage unified communication platforms** 2. **Prioritise data quality and hygiene** 3. **Embrace opti channel messaging** 4. **Personalise at scale** 5. **Continuously optimise with analytics** Let's go through each element individually to see how they contribute to the whole. 1. Leverage Unified Communication Platforms: Implement a unified platform like [Fyno](https://www.fyno.io/) that integrates multiple communication channels, enabling consistent messaging, centralized data management, and streamlined processes. This eliminates silos and ensures a seamless customer experience across touchpoints. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-1-1717429343297-compressed.gif) 2. Prioritize Data Quality and Hygiene: Ensure customer data is accurate, up-to-date, and consistently formatted across systems. Implement data validation, deduplication, and regular cleansing processes to maintain data integrity and enable effective personalization and targeting. 3. Embrace Opti-channel Messaging: Adopt an opti-channel approach that allows you to deliver the right message through the right channel at the right time for each individual customer. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-2-1717429370530-compressed.gif) 4. Personalize at Scale: Leverage advanced segmentation, dynamic content, and personalization techniques to deliver tailored messages at scale. Utilize customer data, behaviour, and preferences to create relevant, contextual, and engaging communications that resonate with individual customers. 5. Continuously Optimize with Analytics: Implement robust analytics and reporting capabilities to track the performance of customer communications across channels. Monitor key metrics such as open rates, click-through rates, conversion rates, and customer feedback to identify areas for improvement and continuously optimize strategies. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-18-1717483470434-compressed.png) By following these best practices, businesses can maximize the effectiveness of their customer communication management initiatives, delivering exceptional experiences that drive customer satisfaction, loyalty, and, ultimately, business growth. FAQ --- ### **1\. What is Customer Communication?** Customer communication refers to the various ways businesses interact with their customers to provide information, support, and foster relationships. ### **2\. What is Customer Communication Management (CCM)?** Customer Communication Management (CCM) is a strategic approach to streamlining and optimizing customer communications across multiple channels. ### **3\. What channels are commonly used in CCM?** Common channels used in CCM include email, SMS, social media, chatbots, voice calls, and web portals. ### **4\. What are the benefits of implementing CCM?** The benefits of CCM include improved customer experience, operational efficiency, enhanced data utilization, increased engagement, scalability, and regulatory compliance. ### **5\. What challenges might businesses face when implementing CCM?** Challenges include integrating various communication channels, managing large volumes of customer data, meeting customer preferences, and ensuring rapid scalability. ### **6\. Can you give examples of exceptional customer communication?** Examples include Amazon's personalized emails and recommendations, Zappos' proactive customer service, and Netflix's tailored content suggestions. ### **7\. What is an opti-channel approach in customer communication?** An opti-channel approach focuses on delivering the right message through the right channel at the right time for each individual customer. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why do you need a notification orchestrator? - A detailed guide Author: Rohit Jain Published: 2024-05-31 Category: Articles Meta Title: Why do you need a notification orchestrator? Meta Description: Discover how Fyno's notification orchestrator optimizes multi-channel communication, reduces costs, and enhances customer experience in the evolving digital landscape. Tags: Communication costs, Customer communication, Solutions URL: https://www.fyno.io/blog/null The digital communication landscape rapidly evolves, with new channels and service providers emerging yearly. As businesses strive to meet customer expectations and maintain a strong brand presence, managing multiple communication channels has become a challenge. In this ever-changing environment, a notification orchestrator has become essential for streamlining your communication strategy, optimizing costs, and delivering a seamless customer experience. In this blog post, we will examine how managing multiple channels can prevent companies from achieving their communication goals and how a notification orchestrator like [Fyno](https://www.fyno.io/) can solve the problem.  ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-14-1717145454991-compressed.png) What is a notification orchestrator? A notification orchestrator is a centralized location for syncing data and managing communications across various channels, simplifying dealing with multiple service providers and efficiently handling rate limiting. If you’re wondering how a notification orchestrator differs from your notification service provider, we’ve written [a detailed article comparing them side-by-side](https://www.fyno.io/blog/difference-between-notification-service-provider-vs-notification-orchestrator-clvf141420019i3a1d5w8ag3v). The ever-expanding digital landscape ------------------------------------ Take a look at the evolution of digital communications over the past decade. In 2010, businesses primarily relied on SMS and email for customer outreach. Fast-forward to 2016, the landscape expanded to include push notifications, voice channels, and an organized CPaaS (Communications Platform as a Service) industry. Today, in 2024, we’re witnessing a proliferation of channels, with businesses needing to access over 10 different platforms and newer entrants like WhatsApp becoming mainstream to meet customer expectations. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-15-1717145506366-compressed.png) This rapid growth has given rise to a mature CPaaS industry and multiple unicorn companies. While exciting, it has also introduced a new set of challenges for businesses seeking to maintain a consistent and effective communication strategy. The complexities of multi-channel communication to send notifications --------------------------------------------------------------------- ### Template richness and complexity Each channel has its own unique templating capabilities and requirements, making the crafting of alert notifications particularly challenging. These notifications must not only be informative but also comply with the unique templating capabilities of each channel, ensuring that when triggered by events like sensor threshold breaches, they are both seen and acted upon effectively. For instance, SMS messages are limited to 160 characters and often require regulatory approvals like DLT in India. On the other hand, WhatsApp supports rich text, images, PDFs, and has no character limit, but requires pre-approval for template messages. Email, while offering more design flexibility and longer text, has to pass through filters set by email providers to land on the customers’ inbox and not in spam. [In-app notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications), on the other hand, offer a lot of flexibility, but users can turn them off anytime. Notifications can be triggered by a variety of events or conditions, necessitating careful design and testing to ensure they function correctly across different channels. This is especially true as new channels like RCS and iMessage emerge, where the complexity of managing templates and configurations (e.g., buttons, quick replies, CTAs) across all platforms becomes increasingly challenging. ### Distinct pricing structures The pricing models for different channels vary significantly. For example, SMS pricing is based on character count, email costs depend on volume, WhatsApp charges per conversation, and push notifications and in-app messages are generally free (with costs associated with log storage and infrastructure). Emerging channels like RCS and iMessage will introduce even more pricing complexities. Managing and optimizing costs across these diverse pricing structures requires an intelligent orchestration layer that balances cost-effectiveness without compromising the customer experience. ### Business outcomes that are non-negotiable Today, businesses must achieve specific outcomes to stay efficient, save financial and operational overheads, meet privacy and data regulations, and meet customer demands. These non-negotiable outcomes include: * **100% deliverability**: Ensuring that notifications reach their intended recipients reliably. * **Offering channel preferences**: Respecting customers' preferred communication channels. * **Avoiding blanket bombing**: Sending targeted messages instead of blasting all channels indiscriminately. * **Cost optimization:** Leveraging the most cost-effective channels without sacrificing effectiveness. * **Lean engineering**: Reducing operational overhead and freeing up engineering resources to focus on core products. ### Regulatory and compliance considerations Businesses must adhere to a wide range of regulations and compliance requirements when communicating with customers across various channels. This is even more crucial for brands that operate in the healthcare and finance sector. A notification orchestrator can help simplify this process by providing a centralized platform for managing content approvals across channels, and making sure that every message that's been sent is in compliance with the industry standard. By centralizing and overseeing these messages, an orchestrator helps mitigate risks, avoid penalties, and maintain compliance. Moreover, an orchestrator's audit trails and reporting capabilities can assist in demonstrating compliance during audits and investigations. With a centralized system managing customer consent, message templates, and communication logs, businesses can more easily provide evidence of adhering to relevant regulations. This streamlined approach to compliance reduces operational overhead and legal exposure. Type of channel Engagement level Compliance needs (and why) Best used for Metrics Email Moderate Must pass through spam filters Comply with the CAN-SPAM Act and other email regulations. Detailed information, newsletters, and promotional content.  High open and click-through rates between 15% and 25%. SMS High Limited to 160 characters and requires regulatory approvals like DLT in India. Urgent notifications, reminders, and alerts.  Open rates are typically over 90%, with response rates around 45%. WhatsApp High Requires pre-approval for template messages and must comply with WhatsApp Business Policy.  Rich media messages, customer support, and conversational interactions.  Read rates can be as high as 98%. In-app Variable Users can turn off notifications and must comply with app store guidelines. Contextual notifications, updates, and user engagement within the app.  Engagement rates vary widely, but active users often engage at 30-60% rates. The solution: A notification orchestrator for customer communication -------------------------------------------------------------------- Achieving these business outcomes in the face of an ever-expanding digital landscape and channel complexities is a significant challenge. This is where a notification orchestrator like Fyno becomes an invaluable asset. A key feature of Fyno is the 'master component', which allows for efficient notification management and scheduling, enabling the system to notify users of business events without requiring the user to be online. A notification orchestrator acts as a centralized hub, simplifying the management of multiple communication channels and service providers. It intelligently routes messages to the most effective channels based on factors like cost, customer preferences, and message importance. This approach ensures that your notifications reach their intended recipients, maximize engagement and deliver a consistent brand experience. Benefits of using a centralized notification orchestrator --------------------------------------------------------- A notification orchestrator like Fyno transforms your communication strategy from a collection of tools into a cohesive system. It addresses your current challenges, delivers the desired results, and future proofs your communication infrastructure. How does it do it? ### **Intelligent channel selection** Fyno goes beyond guesswork when it comes to channel selection. By analyzing customer data and message context, it identifies the most effective channel for each interaction. This means higher engagement rates and more meaningful customer experiences. ### **Customer-centric approach** Fyno prioritizes customer preferences. Easily tailor communication channels to match individual choices, ensuring your messages are received on the platforms your customers actually use and prefer. ### **Reliable message delivery** Our intelligent routing and failover systems ensure that your notifications get through, even when a primary channel experiences issues. Thus, there will be no more missed communications and no more frustrated customers. ### **Unified brand experience** Maintain a consistent brand voice and messaging across all your channels with Fyno's centralized [template management](https://www.fyno.io/templates). This builds trust and makes your company instantly recognizable to your audience. ### **Future-proofs your communication stack** The digital landscape is constantly evolving, with new channels like RCS, iMessage rising in popularity. A notification orchestrator can help you to adapt quickly, allowing you to leverage emerging opportunities instead of reacting to each new shift in the market. ### **Cost optimization** Reduce wasted spend by ending the “blast it everywhere” approach. Fyno helps you target the most impactful channels for each message type, maximizing the return on your communication investment. Investing in a notification orchestrator like Fyno streamlines your communication strategy, saves costs, and ensures your messages reach your customers effectively. Don't let the challenges of the ever-expanding digital landscape hold your business back. Embrace the power of a notification orchestrator like Fyno and take your [customer communication](https://www.fyno.io/blog/marketing-communication-vs-customer-communication) to the next level. FAQs ---- ### **1\. What is a notification orchestrator?** A notification orchestrator centralizes and manages communications across multiple channels, simplifying the process of dealing with various service providers. ### **2\. How has digital communication evolved over the past decade?** Digital communication has expanded from SMS and email to include push notifications, voice channels, WhatsApp, and other platforms. ### **3\. What challenges do businesses face with multi-channel communication?** Businesses face challenges like managing different templating requirements, varying pricing structures, and ensuring compliance across multiple channels. ### **4\. How does a notification orchestrator help with template management?** A notification orchestrator streamlines template management by providing a centralized platform for designing, testing, and deploying notifications across various channels. ### **5\. What are the benefits of using a notification orchestrator like Fyno?** Benefits include intelligent channel routing, customer-centric communication, reliable message delivery, a unified brand experience, future-proofing, and cost optimization. ### **6\. Why is reliable message delivery important in multi-channel communication?** Reliable message delivery ensures notifications reach their intended recipients, reducing missed communications and customer frustration. ### **7\. How does a notification orchestrator optimize costs?** It selects the most cost-effective channels for each message type, avoiding the inefficient "blast it everywhere" approach. ### **8\. What compliance challenges do businesses face in multi-channel communication?** Businesses must adhere to various regulatory requirements, which can be streamlined by a notification orchestrator's centralized management and reporting capabilities. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What is a transactional email and why is it important? Author: Tamilselvi Ramasamy Published: 2024-05-29 Category: Articles Meta Title: What is a transactional email and why is it important? Meta Description: Learn what transactional emails are, their key characteristics and types, and why they are crucial for businesses. Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/null Transactional emails differ significantly from [email marketing](https://www.fyno.io/blog/does-email-marketing-still-work), as the former focuses on critical communications following specific actions, like purchases or account updates, while the latter revolves around promotional content. The importance of deliverability and personalized offers is paramount in transactional emails to ensure a seamless customer experience. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-5-1716969982834-compressed.png) **What is a transactional email?** ------------------------------------- A transactional email is an **automated email sent to a user following a specific action they have taken on a website or application.** These actions can include making a purchase, resetting a password, or creating an account. Unlike marketing emails, which are sent to promote products or services, transactional emails provide essential information and confirm that an action was completed successfully. Successful transactional emails play a crucial role in reinforcing brand identity and fostering customer loyalty by offering personalized content that meets customer expectations, thereby cultivating strong customer relationships and a positive brand perception. > Recommended Read: [Top transactional email service providers for developers in 2024](https://www.fyno.io/blog/top-transactional-email-service-providers)​ **Key characteristics of transactional emails** ----------------------------------------------- Transactional emails possess several key characteristics: 1. **Triggered by user actions**: They are sent in response to a user's action, such as a purchase or password reset. 2. **Personalized content**: They contain information specific to the user, like order details or account information. 3. **High open rates**: Due to their relevance and timely delivery, transactional emails generally have higher open rates compared to a marketing email​​. 4. **Compliance with regulations**: They must comply with laws like the CAN-SPAM Act, which mandates the inclusion of an unsubscribe link if the email contains any promotional content​. **What makes an email transactional?** -------------------------------------- An c email message qualifies as transactional if its primary purpose is to **facilitate or confirm a transaction that the user has initiated.** For instance, an order confirmation email, a password reset email, or a shipping notification email. These emails are vital in building trust and maintaining communication with customers by ensuring they are informed about their actions and the subsequent steps​. Transactional emails must be clear and concise, providing all necessary details to the user without unnecessary promotional content. This clarity helps minimize customer service requests and enhances the overall customer experience​. **Types of transactional emails** --------------------------------- The various types of transactional emails are listed below. * **Order confirmation emails** * **Shipping notification emails** * **Delivery confirmation emails** * **Double opt-in emails** * **Password reset emails** * **Legal update emails** * **Invoice emails** Let's dive deeper into each of them. ### **Order confirmation emails** Order confirmation emails are sent immediately after a purchase is made. They provide proof of the transaction and offer important details such as order number, order summary, payment information, and shipping address. These emails reassure customers that their order was successfully processed and allow them to keep track of their purchases. Including a link to order details and customer support contact information can further enhance customer satisfaction. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-7-1716970062914-compressed.png) ### **Shipping notification emails** Shipping notification emails inform customers when their order has been shipped. These emails typically include the items shipped, tracking information, and the expected delivery date. Providing timely shipping notifications helps set customer expectations and reduces inquiries about order status, enhancing the overall customer experience. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-8-1716970103306-compressed.png) ### **Delivery confirmation emails** Delivery confirmation emails are sent when a customer's order has been delivered. These notifications ensure that customers are aware of their delivery status and can address any issues promptly if the delivery did not go as planned. This type of a confirmation email can help reduce the number of customer service requests regarding delivery problems​. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-9-1716970118930-compressed.png) ### **Double opt-in emails** Double opt-in emails are used to confirm a user's subscription to a service or mailing list. After a user signs up, they receive an email with a confirmation link to verify their subscription. This process helps ensure that the subscriber's email address is valid and that they genuinely want to receive communications from your business or contact lists, improving email deliverability and engagement rates​. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-10-1716970416056-compressed.png) ### Password reset emails After a customer receives a password reset request, it's crucial to send a transactional email promptly. These emails are critical for account security, providing a secure link to reset the password. Including clear instructions and a direct link to reset the password can help users regain access to their accounts quickly and with minimal frustration. Ensuring these emails are sent promptly is essential to maintaining a positive user experience. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-11-1716970165493-compressed.png) ### **Legal update emails** Legal update emails notify customers about changes to terms of service, privacy policies, or other legal agreements. While these emails typically do not require any action from the recipient, keeping customers informed about such updates helps maintain transparency and trust in your business. Including a link to the updated documents allows customers to review the changes in detail. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-12-1716970180427-compressed.png) ### **Invoice emails** Invoice emails are sent after a purchase, providing a detailed breakdown of the items purchased and the total cost. These emails often include payment instructions and a link to view the invoice online. Sending timely and clear invoice emails helps ensure that customers have all the necessary information to complete their payments, reducing the likelihood of late payments and improving cash flow​ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-13-1716970192532-compressed.png) **Why transactional emails are crucial for businesses** ------------------------------------------------------- Transactional emails are a vital component of business communication, ensuring timely and relevant interactions with customers. Unlike marketing emails, which are sent to many recipients at once, transactional emails are sent in response to specific user actions, making them highly personalized and relevant. 1. Firstly, transactional emails, such as order confirmations, password resets, and shipping notifications, help establish trust. Customers rely on these emails to confirm their actions, such as purchases or account changes, which reassures them that their transactions have been processed successfully. This level of reliability enhances customer trust and satisfaction​. For instance, order confirmation emails typically see open rates of around 70%, compared to the 10-20% open rates of marketing emails. This high engagement is crucial for maintaining strong customer relationships and improving brand recognition. 2. Secondly, these emails have high open and click-through rates because they contain information the recipient is expecting. For example, a logistics company might include a special offer for expedited shipping in their shipping confirmation emails, potentially increasing revenue. 3. Additionally, transactional emails can boost customer engagement and drive additional sales. By including personalized recommendations or relevant promotions within these emails, businesses can subtly encourage further purchases. Moreover, transactional emails help ensure compliance with regulations such as the CAN-SPAM Act. These laws require clear subject lines, accurate sender information, and an easy-to-find unsubscribe link, ensuring that businesses maintain transparency and build trust with their customers​. **The importance of transactional emails for customer engagement** ------------------------------------------------------------------ Transactional emails play a significant role in customer engagement by providing a seamless and reassuring customer experience. These emails are not just about delivering information but also about enhancing the overall customer journey. ### **Banking, Financial Services and Insurance (BFSI)** In the banking sector, password reset emails ensure customers can quickly and securely regain access to their accounts. A well-designed password reset email and process, which includes a clear password reset link, can significantly improve the user experience and reinforce the security of the service provided​. Furthermore, welcome emails sent after account creation in the BFSI sector can set the tone for the whole customer base's relationship with the brand. These emails can include helpful information about using the service, links to customer support, and even special offers to encourage engagement from the customer base from the start​. ### Logistics In the [logistics](https://www.fyno.io/blog/leveraging-notifications-for-logistics) industry, shipping confirmation emails keep customers informed about their order status, enhancing the delivery experience. Real-time updates on shipment progress ensure that customers know exactly when to expect their packages, which builds trust and satisfaction​. By leveraging transactional emails effectively, businesses can create opportunities for deeper engagement and stronger customer relationships. **Best practices for transactional emails** ------------------------------------------- Transactional emails are essential as they provide timely and pertinent communication with users. To send effective transactional emails, several best practices should be followed. A few of them are discussed below. ### **Personalization** Personalize your transactional emails and transactional messages by including the recipient's name and relevant details like their purchase history or account information. This makes the email feel tailored to the individual, enhancing engagement and satisfaction​. ### **Clarity and conciseness** Ensure your emails are clear and concise. Provide the necessary information without overwhelming the reader with too much text. Use bullet points to break down information and make it easy to scan​. ### **Email deliverability** To improve deliverability, use a reliable email service provider (ESP) and a dedicated IP address. Monitor your sender reputation regularly to maintain high deliverability rates. This ensures that important transactional emails reach your recipients promptly. By following these best practices, you can create effective transactional emails that not only inform but also enhance the customer experience, fostering stronger relationships and loyalty. **Fyno's unique approach to transactional emails** -------------------------------------------------- Fyno’s unique approach to transactional emails offers a seamless, developer-friendly solution for managing [multi-channel notifications](https://www.fyno.io/blog/multichannel-notification-systems). Say, if you use Mailchimp Transactional Email, Sendgrid or any other transactional email provider, you can manage all the integrations unified by a single API gateway, with Zapier like capabilities for enhanced automation. ### **Multi-channel notification system** [Fyno](https://www.fyno.io/) provides a robust multi-channel [notification system](https://www.fyno.io/blog/customer-notification-system) that allows businesses to send notifications through various channels such as emails, SMS, [push and in app notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) via a unified API. This simplifies the process of managing and integrating different communication channels, ensuring timely and relevant transactional messages​ ### **Optichannel routing** Fyno uses opti-channel routing to determine the best [communication channel](https://www.fyno.io/blog/communication-channels) for each message. This approach maximizes deliverability and ensures messages reach users in the most effective way possible. For example, order confirmations and account creation emails are routed based on user preferences and behaviour patterns, ensuring they are noticed and acted upon quickly​. ### **Template management and automation** Users can create and manage templates for various notifications, such as shipping confirmation emails and password reset emails, using a drag-and-drop editor. This feature helps maintain consistency and efficiency across all communications. ### **Analytics and insights** Fyno offers comprehensive analytics and insights to help businesses track the performance of their notifications. By providing real-time data on delivery rates, open rates, failures, and other key metrics, Fyno enables companies to optimize their [customer communication strategies](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement) and improve customer engagement. ### **Deliverability** Ensuring high deliverability rates is crucial for effective communication. Fyno’s platform is designed to handle high volumes of [transactional notifications](https://www.fyno.io/blog/transactional-vs-marketing-notifications) and emails without delays, making it a reliable choice for businesses that need to maintain constant communication with their customers​. ### **Compliance and regulations** We are designed to meet stringent compliance standards, ensuring that transactional emails adhere to global regulations. Fyno is compliant with GDPR, SOC 1, SOC 2, and ISO standards, providing businesses with the assurance that their communication practices meet high-security and data privacy benchmarks. **Conclusion** -------------- Transactional emails are an integral part of effective communication strategies for businesses. They ensure timely delivery of critical information, enhance customer trust, and improve engagement rates. By adhering to regulatory requirements and incorporating best practices, companies can leverage transactional emails to foster stronger customer relationships and streamline their operations. **FAQs** -------- ### **1\. What is the difference between transactional and marketing emails?** Transactional emails are sent to facilitate a user-initiated action, like a password reset or order confirmation. Marketing emails are sent to promote products or services and require user consent to receive. ### **2\. Are unsubscribe links required in transactional emails?** Typically, no. However, including an unsubscribe link can build trust and ensure compliance with specific local laws and regulations, like CASL in Canada. ### **3\. How can transactional emails improve customer relationships?** By providing timely, relevant information and maintaining transparency, transactional emails help build trust and keep customers informed about their transactions and account status. ### **4\. What are some examples of transactional emails?** Common examples include order confirmations, shipping notifications, password reset emails, and account creation emails. Each serves a specific purpose in the customer journey. ### **5\. Can transactional emails include marketing content without violating regulations?** Including marketing content in transactional emails is a grey area and must be handled carefully to avoid violating regulations like the CAN-SPAM Act or GDPR. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Are abandoned cart emails transactional or marketing? - A complete guide Author: Tamilselvi Ramasamy Published: 2024-05-27 Category: Articles Meta Title: Abandoned Cart Emails: Strategies & Best Practices for BFSI Meta Description: Learn how abandoned cart emails bridge transactional and marketing communications in BFSI and logistics. Discover strategies, compliance tips, and best practices. Tags: Communication experience, Customer communication, Logistics & Supply Chain, Fintech URL: https://www.fyno.io/blog/null Abandoned cart emails can be categorized as both **transactional** and **marketing** emails, depending on their content and intent. In the BFSI and logistics sectors: 1. **Transactional**: These emails are sent as part of a transaction that the customer has already initiated. For example, if a customer begins a loan application, the email reminding them to complete it is transactional. These emails focus on completing a process the customer started and often include essential information or next steps required to finalize the transaction. 2. **Marketing**: These emails can also serve a marketing function by encouraging customers to engage with the company’s products or services. They can highlight the benefits of completing the application or booking, offer incentives, and provide additional resources or contact information for assistance. This aspect aims to re-engage customers and drive them back to the transaction. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-from-notion-1716819188738-compressed.jpeg) **What are abandoned cart emails?** Abandoned cart emails are **notifications sent to customers who initiate but do not complete a transaction**. These emails remind customers of the items they leave abandoned in their shopping carts on an online store, aiming to encourage them to return and finalize their purchase. In the BFSI (Banking, Financial Services, and Insurance) sector, these emails often address incomplete applications for financial products like loans, credit cards, or insurance policies. In logistics, they can remind clients about unfinished service bookings or incomplete shipment orders. These emails help recover potential losses by prompting customers to finalize their transactions. **How do abandoned cart emails work?** -------------------------------------- An abandoned cart email sequence is triggered by specific customer actions. For example: 1. **BFSI**: When a customer begins an online application for a loan but leaves before submission, an abandoned cart email strategy is used to remind them to complete the application. These emails may include a link to resume the application, a list of required documents, or an incentive to finish the process. 2. **Logistics**: If a client starts scheduling a shipment but doesn't complete the booking, an email reminder can encourage them to finalize their shipment details. These emails often highlight the benefits of completing the booking promptly, such as securing a delivery slot or availing of a discount. **Why do people abandon items in carts?** ----------------------------------------- In the BFSI and logistics sectors, abandonment can occur for several reasons: 1. **Complexity**: The application, booking processes or unexpected shipping costs might be too complex or not appealing. 2. **Lack of Information**: Customers might need more information to complete the transaction confidently. 3. **Distractions**: Clients may get distracted by other tasks or obligations and forget to complete their transaction. 4. **Technical Issues**: Problems with the website or application can prevent customers from finishing their transaction. **Privacy laws and compliance** ------------------------------- Understanding the legal landscape for abandoned cart automation, abandonment emails and abandoned cart messages is crucial, especially regarding compliance with privacy laws like GDPR and the ePrivacy Directive. ### **Compliance and privacy considerations** Abandoned cart emails, while essential for recovering potential lost revenue and sales, must comply with strict privacy regulations. This means businesses can argue that sending abandoned cart emails to online shoppers is necessary for their marketing purposes, provided they follow a three-part Legitimate Interest Assessment: the Purpose Test, the Necessity Test, and the Balancing Test. This assessment ensures that the emails are necessary and do not override the recipient's rights and freedoms​. 1. **Purpose Test** * **Identify the legitimate interest**: Clearly state that the goal is to recover sales by reminding customers of their abandoned carts. * **Direct marketing context**: Establish that abandoned cart emails serve as a direct marketing tool, which is a recognized legitimate interest. 2. **Necessity Test** * **Assess necessity**: Prove that abandoned cart emails are essential for achieving the marketing goal and that there are no less intrusive means. * **Proportionality**: Ensure the volume and frequency of emails are reasonable and directly linked to the purpose​. 1. **Balancing Test** * **Balance interests**: Evaluate if the business interest in sending these emails outweighs any potential privacy impacts on customers. * **Customer expectations**: Ensure that customers would reasonably expect to receive these emails based on their interaction (e.g., adding items to a cart). * **Transparency and opt-out**: Clearly inform customers about data usage and provide easy opt-out options in every email​. ### **General Data Protection Regulation (GDPR)** Under [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7), businesses in BFSI and logistics can use legitimate interest as a basis to send abandoned cart emails. This involves demonstrating that the emails are expected by the customers, non-intrusive, and that they contain clear opt-out options. Transparent communication about how the data will be used is necessary to comply with GDPR. **Are abandoned cart emails GDPR compliant?** To comply with GDPR, businesses must ensure transparency in their data collection and usage policies. This includes clearly informing customers that their email addresses will be used for sending abandoned cart emails and providing an easy opt-out mechanism in every communication. ### **Sensitive Personal Data or Information, 2011 (SPDI Rules)** These rules, under the IT Act, 2000, govern the handling of sensitive personal data or information (SPDI) in India. While SPDI primarily includes information like passwords, financial information, and health data, businesses collecting email addresses for sending abandoned cart emails must ensure they follow reasonable security practices and obtain consent from users. Companies must provide a privacy policy and notify individuals about the data collection, its purpose, and how it will be used. ### **Personal Data Protection Bill, 2019 (PDPB)** Though not yet enacted, the PDPB is set to bring comprehensive data protection regulations to India, akin to GDPR. The bill mandates explicit consent for processing personal data and grants individuals rights over their data, such as the right to access, correct, and delete their information. Businesses would need to ensure compliance by obtaining explicit consent for sending abandoned cart emails and providing clear opt-out mechanisms​ ### **ePrivacy Directive** The ePrivacy Directive complements GDPR and permits sending abandoned cart emails under a "soft opt-in" when customers have provided their email addresses during a transaction. These emails must relate to similar products or services and include a simple opt-out mechanism. For example, a financial institution can send reminders about an incomplete loan application, provided the email focuses on that specific transaction and offers an easy way to unsubscribe​. ### **California Consumer Privacy Act (CCPA/CPRA)** The CCPA and its amended version CPRA mandate that businesses provide transparency about data usage and offer opt-out options for abandoned cart email and communications. For sectors like BFSI and logistics, this means clearly informing customers about how their data will be used and ensuring compliance with requests for data deletion. Abandoned cart emails must include opt-out instructions and comply with any customer requests regarding their data​. ### **CAN-SPAM Act of 2003** In the United States, the CAN-SPAM Act regulates commercial emails, including those sent by BFSI and logistics companies. These regulations require clear identification of the email as a solicitation, a physical postal address, and a prominent opt-out mechanism. Adhering to these guidelines ensures compliance and helps maintain customer trust​ **Strategies and best practices for abandoned cart emails** ----------------------------------------------------------- Creating effective abandoned cart emails is essential to recover lost sales and increasing revenue. Here are some proven strategies and best practices for abandoned cart email template. ### **Opt-In and Opt-Out Relevance** Ensuring customers are aware of the opt-in and opt-out options in your emails is crucial for maintaining a positive relationship. Allow customers to easily manage their email preferences, reducing the risk of them feeling overwhelmed and opting out entirely. Clear instructions on how to unsubscribe or change preferences should be included in each email, maintaining transparency and trust with your audience. ### **Abandoned cart email strategies that Work** 1. **Timely Follow-Ups**: Send the first email within a few hours after cart abandonment, followed by subsequent emails at 24 and 72 hours. This timing can increase the chances of recapturing the customer's interest while the items are still fresh in their minds. 2. **Personalization**: Personalize emails with the customer's name, abandoned items, and tailored recommendations. This approach makes customers feel valued and understood. Personalized subject lines can also significantly increase open rates​. 3. **Creating Urgency**: Use countdown timer, discount code, and limited-time offers on the checkout page to create a sense of urgency, encouraging customers to complete their purchases quickly. Highlighting that items are low in stock or that a discount is about to expire can be effective tactics. 4. **Clear Call-to-Actions (CTAs)**: Ensure your CTAs are prominent and easy to understand. A single, clear CTA can increase clicks and conversions. For instance, phrases like "Complete Your Purchase" or "Reclaim Your Cart" are direct and action-oriented. 5. **Engaging Copy and Design**: Keep your email copy concise and engaging. Use a friendly tone that aligns with your brand's voice. Including high-quality images of the abandoned products and a straightforward layout can enhance the email's appeal​. 6. **Incorporate Social Proof**: Adding customer testimonials, reviews, or social proof can reassure hesitant buyers about the quality and popularity of your products. This strategy leverages the psychological need for validation and can significantly boost conversions​. By implementing a few best practices, you can create abandoned cart emails that not only remind potential customers of their pending purchases but also provide compelling reasons to complete them. **Fyno's approach to abandoned cart emails** -------------------------------------------- Fyno's innovative approach to abandoned cart emails integrates seamlessly with BFSI and fintech industries, offering a robust multi-channel [notification system](https://www.fyno.io/blog/customer-notification-system). By leveraging email, SMS, and push notifications, [Fyno](https://www.fyno.io/) ensures that customers are reminded about their abandoned shopping carts through their preferred communication channel. This opti-channel strategy is particularly effective in reaching a diverse customer base and increasing the chances of cart recovery. ### **Omnichannel communication routing** [Omnichannel routing](https://www.fyno.io/routing) ensures that BFSI and logistics companies can engage customers effectively by choosing the right [communication channel](https://www.fyno.io/blog/communication-channels) based on customer preferences. For example, if a banking customer frequently interacts via mobile [app notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications), an abandoned cart reminder for an uncompleted loan application form can be sent through this channel to prompt immediate action. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-2-1716819296609-compressed.png) In logistics, if a customer prefers SMS updates, critical information regarding shipment adjustments or delivery confirmations can be sent via SMS, directly impacting the efficiency of delivery schedules and customer satisfaction. This targeted approach minimizes disruptions and enhances the likelihood of transaction completion. ### **Template management** Effective template management is crucial for optimizing your email campaigns, particularly in sectors like BFSI and logistics where timely and personalized communication can greatly impact customer engagement. By leveraging customizable templates, businesses can efficiently handle abandoned cart scenarios by sending tailored reminders to customers. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-3-1716819389053-compressed.png) This not only helps in recovering potential sales but also enhances the customer experience by making interactions feel more personal and less automated. Ensuring your templates are well-organized and easily accessible can significantly streamline your email marketing strategies, turning lost customers and abandoned carts into completed transactions. ### **Automated workflows trigger** Timely communication is critical to retaining customer engagement and completing transactions. Abandoned cart email examples are designed not just to market a product but to facilitate an incomplete transaction. By integrating Fyno's robust companies in these industries can set up automated workflows that trigger personalized follow-up emails immediately after a cart is abandoned. This automation ensures that follow-ups are timely and relevant, reducing shopping cart abandonment rate and rates and enhancing customer retention. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-4-1716819453628-compressed.png) For instance, a logistics company might use these automated emails to remind a customer of the items they left behind, providing additional information like estimated delivery times, shipping costs or stock updates, which are crucial for prompt decision-making. Similarly, a bank could send a follow-up email regarding an abandoned application for a financial product, offering assistance or more details to help the customer complete the process. These follow-ups are tailored to complete the transaction, making them essential elements of transactional communication. ### **Analytics and insights** Our dashboard provides detailed analytics and insights into the performance of abandoned cart email templates and campaigns. Businesses can track metrics such as open rates, click-through rates, failure rates, and conversion rates to continuously optimize their strategies and improve results. Analytics enable businesses to understand customer behaviour patterns and identify the precise moment when a customer's cart full is abandoned, thereby triggering a timely email. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-1716819493691-compressed.gif) FAQs ---- ### **1\. What are abandoned cart emails?** Abandoned cart emails are automated messages sent to customers who add items to their online shopping cart but leave the site without completing the purchase. These emails remind customers of their pending purchases and encourage them to return to the site to complete the transaction. ### **2\. Are abandoned cart emails ePrivacy Directive compliant?** According to the ePrivacy Directive, these emails are generally considered marketing communications. Therefore, explicit consent is required before sending them. Businesses must ensure transparency and provide easy opt-out options to comply with the ePrivacy Directive. ### **3\. Can you store email addresses under GDPR?** Storing email addresses under the GDPR is permissible if there is a lawful basis, such as legitimate interest. This lawful basis must be justified, indicating that processing personal data (like storing email addresses) is necessary for business interests, such as completing a loan application or a shipping request, without overriding individuals' privacy rights. ### **4\. Are abandoned cart emails considered transactional or marketing emails?** Abandoned cart emails can be both transactional and marketing emails. If they solely remind the customer to complete their purchase, they are transactional. However, if they include promotional content, such as discounts or product recommendations, they are classified as marketing emails​. ### **5\. What are some best practices for creating effective abandoned cart emails?** Effective abandoned cart emails should include personalized content, clear and compelling subject lines, a sense of urgency, high-quality abandoned product images and a strong call-to-action (CTA). Additionally, incorporating social proof, such as customer reviews, can enhance credibility and encourage purchases​. ### **6\. How frequently should abandoned cart emails be sent?** It is recommended to send the the first abandoned cart email to the potential buyer within a few hours of the cart being abandoned, followed by additional emails at 24 and 72 hours. This timing helps keep the abandoned items fresh in the customer's mind without overwhelming them. ### **7\. Can personalization improve the effectiveness of abandoned cart emails?** Yes, personalization can significantly improve the effectiveness of abandoned cart emails. Using the customer's name, including images of the abandoned items, and offering personalized recommendations or discounts can increase open rates and conversion rates​​. ### **8\. What metrics should be tracked to measure the success of abandoned cart emails?** Key metrics to track include open rates, click-through rates, conversion rates, and the overall revenue recovered from abandoned cart emails. Analyzing these metrics helps businesses understand the effectiveness of their email campaigns and identify areas for improvement. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Multichannel, Omnichannel, Optichannel, and Cross-channel customer communication: What's the difference? Author: Rohit Jain Published: 2024-05-17 Category: Articles Meta Title: Understanding Multichannel, Omnichannel, Cross-Channel, and Opti-Channel Strategies for Effective Customer Communication Meta Description: Discover the differences between multichannel, omnichannel, cross-channel, and opti-channel strategies. Learn to choose the best approach to enhance customer engagement and satisfaction. Tags: Customer communication, SMS URL: https://www.fyno.io/blog/null Contents * [The evolution of customer communication](#The evolution of customer communication) * ​[What communication channels should you focus on today?](#What communication channels should you focus on today?) * ​[What is multichannel communication?](#What is multichannel communication?) * ​[What is omnichannel communication?](#What is omnichannel communication?) * ​[What is cross-channel communication?](#What is cross-channel communication?) * ​[What is opti-channel communication?](#What is opti-channel communication?) * ​[What are the core differences?](#What are the core differences?) * ​[What is the best approach for customer communication?](#What is the best approach for customer communication?) * ​[The future of communications is opti-channel](#The future of communications is opti-channel) * ​[FAQs](#FAQs) If you’re crafting a customer communication strategy for your company, you’ll have to decide on two major aspects - the communication channels to reach out and connect with your customers, and the communication approach to send messages through the chosen channels. Just like the number of communication channels that have grown from two to over ten, the communication approaches have also increased in number. Today, you have the option to choose between multichannel, omnichannel, opti-channel, and cross-channel strategies. But what do these terms mean? And, more importantly, which approach is the best fit for your business? In this blog post, we’ll break down these terms, explore their differences, and help you decide the strategy that will resonate with your customers and drive your business forward. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-1716205940463-compressed.png) The evolution of customer communication --------------------------------------- Over the past two decades, the field of customer communication has undergone a dramatic transformation, largely driven by rapid technological advancements. It can be argued that customer communication is one of the few domains that consistently leverages the benefits of fast-growing technologies, such as the internet, social media, and artificial intelligence (AI). This proactive approach has led to the rise of numerous [communication channels](https://www.fyno.io/blog/communication-channels), enabling brands to effectively reach out to their customers. In today's market, consumers expect companies to engage with them on their own terms and through their preferred channels. As a result, strategies like multichannel, omnichannel, cross-channel and even newer approaches like [optichannel](https://www.fyno.io/blog/why-opti-channel-is-the-key-to-delivering-an-exceptional-customer-experience-clsskoycr0046xv47k19ak1f2) (which we discussed in our previous blog and will explore further in this article) have gained attention. Before going on in-depth about all these strategies, let’s take a quick look at what communication channels you should focus on today. What communication channels should you focus on today? ------------------------------------------------------ If you're new to setting up your [customer communication strategy](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement), here's a quick introduction to some widely used channels: ### **SMS** As the original communication channel from the beginning of the mobile phone era, SMS remains fast, direct, and personal, making it the most preferred channel for short message service, among customers. SMS is the best choice for sharing one-time passwords (OTPs), service messages, booking confirmations, and other time-sensitive information. However, the major limitation of SMS is that messages are limited to 160 characters, and you can only send text-based content. ### **Email** Another long-standing communication channel, email has been around for over five decades and remains the most popular channel of preference among customers. In addition to allowing various media formats, emails give users control over whom to reply to, compared to giving out their personal phone numbers. Email is a great choice for sending newsletters, promotions, and other longer-form communication. ### **WhatsApp** WhatsApp brings the power of multimedia to messaging, addressing the limitations of SMS and text messaging. It is fast, personal, and offers a wide range of customization options for brands. As a result, WhatsApp has become the most popular messaging platform after SMS and email, making it ideal for brands to send product updates, offer self-service options, and provide instant, personalized customer support. ### **Chat** When it comes to customer support, phone calls, email, and WhatsApp are considered the most preferred channels. However, many brands still offer live chat and chatbots to provide real-time assistance and engagement on their websites or apps. This targets a small group of customers who need instant help but aren't comfortable sharing their personal contact numbers (which is required for calls and WhatsApp). ### **Push notifications** The rise of smartphone adoption and the introduction of app marketplaces gave rise to push notifications as a new communication channel. [Push notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) are a great way to instantly grab users' attention and deliver personalized messages. They offer a great deal of flexibility, allowing you to customize messages based on user activity, location, and subscription plan. However, the drawback of push notifications is that users can turn them off, making it difficult for you to reach your customers. ### **Voice** While voice is a more personalized way of communication, customers generally don't prefer brands calling them with offers. Hence, the voice channel is primarily used for urgent and important conversations or to resolve support issues faced by customers. ### **In-app messaging** In-app messaging is a simple and effective way to get the attention of your active users and seamlessly communicate with them directly within your mobile app. Due to the rise of emails during and post-COVID, email open rates (from brands) have dropped to an all-time low. In-app messaging is the best and most effective alternative for communicating with your users. ### **Web push** Web push notifications are a smart way to reach users even when they're not actively on your site. However, the major issue is that most users turn off web push notifications for most websites. Now that we've covered the channels, let's dive into the strategies. What is multichannel communication? Multichannel communication, as the name suggests, involves using multiple communication channels to interact with your customers. It allows you to reach out to your audience through various touchpoints, such as SMS, email, WhatsApp, chat, and social media. ### **How does multichannel communication work?** In a multichannel approach, you engage with your customers across different channels, but each channel operates independently. This means that the messages you send through each channel are separate and not interconnected. If you have multiple teams managing different channels, they may not have visibility into what the others are sending. As a result, customers might receive duplicate or inconsistent messages, leading to a disjointed and potentially frustrating experience. ### **Example of multichannel communication** Let's say a customer sends an email inquiry about a product. Later, they decide to call customer support for an update on their query. In a multichannel setup, the phone agent might not have access to the email conversation, causing them to ask the customer to repeat their question. This lack of context can lead to repetition and frustration for the customer. ### **When should you choose multichannel?** Despite its limitations, a multichannel communication strategy can be a good starting point for businesses that want to expand their reach without investing heavily in channel integration. It allows you to establish a presence across multiple touchpoints and cater to customers who have distinct preferences for specific channels. What is omnichannel communication? ---------------------------------- Omnichannel communication takes successful multichannel communication strategy to the next level. It offers multiple channels for customer engagement, but ensures a seamless integration between all those channels. With an omnichannel approach, your customers can enjoy a consistent and unified experience, regardless of the channel they choose to interact with your brand. ### **How does omnichannel communication work?** In an omnichannel setup, all your communication channels are linked together, allowing for a cohesive customer journey. When a customer reaches out through one channel, the information is automatically shared across all other channels. This means that your team has access to the full context of the customer's journey, irrespective of the channel they are managing. As a result, your customers receive a consistent, personalized, and a proactive customer experience. ### **Example of omnichannel communication** Let's revisit the example from the multichannel section. In an omnichannel approach, if a customer emailed a question and then called for an update, the phone agent would have immediate access to the email thread. This allows the agent to provide a well-informed response, picking up right where the email conversation left off. The customer feels heard and valued, as they don't need to repeat their query, leading to a more satisfying experience. ### **When should you choose omnichannel?** Omnichannel communication is the ideal choice if you prioritize delivering a consistent, personalized, and seamless customer experience across all touchpoints. It's a more sophisticated approach that requires investment in technology and processes to ensure proper integration and data sharing among channels. If your business has complex customer journeys that spans multiple channels and involves various teams, an omnichannel communication strategy can help you streamline your efforts and provide a superior customer experience. It's particularly valuable for businesses that aim to build strong, long-term relationships with their customers and foster brand loyalty. What is cross-channel communication? ------------------------------------ Cross-channel communication is similar to omnichannel in that it focuses on providing a seamless experience across multiple channels. ### **How does cross-channel communication work?** In a cross-channel setup, the communication channels are integrated, and the data is shared in real-time. This means that if a customer starts a conversation on live chat and then decides to switch to SMS or email, the agent handling the interaction will have full visibility into the previous chat history. This enables them to pick up right where the conversation left off, providing a smooth and uninterrupted experience for the customer. ### **Example of a cross-channel communication** Imagine a customer is browsing the website of a D2C clothing brand. They initiate a live chat to inquire about sizing options for a particular dress. The online chat or agent provides the information, and the customer adds the dress to their cart. However, they get distracted and leave the website without completing the purchase. Later, the customer receives a personalized WhatsApp message reminding them about the dress in their cart and offering a 10% discount if they complete the purchase. The customer clicks on the link in the SMS, which takes them directly to their cart, and they complete the purchase. ### **When should you choose cross-channel?** Cross-channel communication is an excellent choice for businesses that want to provide flexibility and convenience to their customers. If your customers tend to switch between channels frequently or if they prefer to communicate through multiple channels depending on their context (e.g., using live chat while browsing your website, but switching to SMS when on the go), cross-channel communication can help you cater to their preferences and enhance their experience. Cross-channel communication is also valuable for businesses that have a complex sales or support process that may require multiple touchpoints across different channels. By ensuring that the conversation flows seamlessly across channels, you can provide a more efficient and satisfying experience for your customers. What is opti-channel communication? Opti-channel communication takes a step beyond omnichannel and cross-channel strategies by focusing on delivering the right message, through the right channel, at the right time for each individual customer. It recognizes that not all communication channels are necessary for every message, emphasizing a more targeted and efficient approach to customer engagement. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/untitled-1-1716208654626-compressed.png) ### ### **How does opti-channel communication work?** It leverages insights into customer preferences, past interactions, and the nature of the communication to ensure that messages are not only received but are delivered in the way that the customer finds most convenient and engaging. ### **Example of optichannel communication** Consider a travel booking platform like MakeMyTrip. Each booking typically triggers a series of communications, such as confirmation emails, itinerary updates via SMS, and promotional offers through WhatsApp. With an opti-channel approach, the platform would analyze each customer's preferences and adjust the communication strategy accordingly. For instance, if a customer consistently engages with promotional offers via email but rarely responds to WhatsApp messages, the system would prioritize email for sending [marketing communications](https://www.fyno.io/blog/marketing-communication-vs-customer-communication) to that individual. Similarly, if a customer has a history of promptly responding to urgent notifications via SMS, the platform would use SMS for time-sensitive messages like flight delays or cancellations. By tailoring the channel selection to each customer's preferences and the nature of the message, opti-channel communication can help improve customer engagement, reduce communication costs, and enhance the overall customer experience. ### **When should you choose opti-channel?** If your business sends a high volume of customer communications across multiple channels, opti-channel can help you streamline your efforts and reduce costs by prioritizing the most effective channels for each message. This targeted approach can lead to higher open and response rates, improved customer satisfaction, and ultimately, better business outcomes. What are the core differences? ------------------------------ Feature Multi channel Omni channel Cross channel Opti channel **Customer Angle** Multiple channels, disjointed experience Seamless, integrated experience Switch channels seamlessly Personalized, optimized experience **System Complexity** Low High High High **Cost** Low Medium High Medium What is the best approach for customer communication? ----------------------------------------------------- The “best” customer communication strategy depends on your business goals, budget, and customer expectations. However, when it comes to delivering a superior customer experience, opti-channel communication stands out as the most advanced and effective communications strategy around. Here’s how it scores based on various factors. ### **Customer service quality** By analyzing customer data and preferences, opti-channel systems can automatically select the best channel for each message, leading to higher open and response rates. This targeted approach demonstrates a deep understanding and respect for customers' preferences, resulting in increased satisfaction and customer loyalty. ### **User preferences** Opti-channel communication puts the customer at the center of every interaction. By tailoring the channel selection to each individual's preferences and the nature of the message, opti-channel ensures that customers receive information in the way that is most convenient and engaging for them. This customer-centric approach shows that your business values their time, preferences, and overall experience. ### **Customer journey** By leveraging customer data and insights, opti-channel systems can anticipate customer needs and proactively deliver the right messages through the right channels at the right time. This level of personalization and efficiency helps to foster a stronger, more positive relationship between your brand and your customers. ### **Cost-effectiveness** In addition to improving customer experience, opti-channel communication can also help businesses reduce costs and improve efficiency. By prioritizing the most effective channels for each message, opti-channel can help companies avoid the expense of sending messages across every possible channel. The future of communications is opti-channel -------------------------------------------- In today's competitive landscape, customers expect brands to understand their preferences and communicate with them on their terms. Opti-channel communication meets these expectations by ensuring that messages are delivered through the channels that customers prefer and are most likely to engage with. This targeted approach improves the chances of successful communication and demonstrates a deep commitment to customer satisfaction. As technology continues to advance, opti-channel systems will become even more sophisticated, with the ability to analyze vast amounts of customer data in real-time and deliver increasingly personalized experiences. Looking ahead, we can expect to see more businesses adopting opti-channel communication as a way to differentiate themselves and build stronger, more loyal customer relationships. FAQs ---- ### **1\. What is the difference between multichannel and omnichannel communication?** While multichannel involves using multiple channels, omnichannel takes it further by seamlessly integrating those channels for a unified and consistent customer experience. ### **2\. When should a business choose multichannel vs. omnichannel communication?** Choose **multichannel** if you're starting out and want a cost-effective way to reach customers across various platforms. It's a good option if you have limited resources and want to test different channels. Choose **omnichannel** if you're ready to invest in providing a seamless, personalized customer experience across all touchpoints. It's ideal for businesses with complex customer journeys and the resources to integrate various communication channels. ### **3\. How does cross-channel communication enhance customer experience?** Cross-channel ensures smooth transitions between channels, making complex interactions more efficient and customer-friendly. ### **4\. What is the most effective alternative for communicating with users when email open rates are low?** In-app messaging is considered the most effective alternative for communicating with users when email open rates are low, especially for actively engaged users. ### **5\. Why is opti-channel communication considered the most advanced strategy?** Opti-channel communication is considered the most advanced because it focuses on delivering personalized messages through each customer's preferred channels. By analyzing customer data and preferences, it ensures higher engagement rates, enhances satisfaction, and optimizes communication efforts. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Difference between Notification Service Provider vs. Notification orchestrator Author: Rohit Jain Published: 2024-04-25 Category: Articles Meta Title: Notification gateway vs Notification orchestrator Meta Description: Notification providers like Twilio provide access to multiple channels like SMS, Email and WhatsApp but Notification orchestrator like Fyno enable product and engineering teams to integrate and use these channels more efficiently. Tags: Communication costs, Insights, Communication experience URL: https://www.fyno.io/blog/null Contents * [](#) * [Introduction](#introduction) * [Who is a notification service provider?](#who-is-a-notification-service-provider) * [Key features offered by an NSP​](#key-features-offered-by-an-nsp) * [What makes working with NSPs challenging?](#what-makes-working-with-nsps-challenging) * [Who is a notification orchestrator?](#who-is-a-notification-orchestrator) * [Key features offered by a notification orchestrator](#key-features-offered-by-a-notification-orchestrator) * [Why Orchestrators Will Always Outpace NSPs?](#why-orchestrators-will-always-outpace-nsps) * [Why do you need a Notification Orchestrator like Fyno?](#why-do-you-need-a-notification-orchestrator-like-fyno) Introduction ------------ You did it! You've done everything in your power to set up the perfect notification infrastructure. You've integrated Exotel and ValueFirst for SMS; Meta and Aisensy for WhatsApp; and Sendgrid for email. But something still feels off. Messages sometimes don't reach the right person on the right channel or at the right time, leading to missed updates and delayed responses. Costs are piling up, new features and code changes eat into your development sprints, and getting a clear picture of your communication performance feels impossible. And worst of all, your notification set up is just not delivering the results you need. So, what's missing? The answer might be more complex than you think. You need a system that allows you to seamlessly manage multiple service providers, sync data in a centralized location, has a robust queuing system, established failover protocols, and efficiently handles rate limiting. If you're wondering if such a solution exists, that's where a notification orchestrator like Fyno comes into the picture. It does everything you wish for and more. If you're thinking, “What's the difference between a notification orchestrator and the service providers I already use?”, the answer is: quite a lot! Let's break it down. In this blog post, we'll look at the difference between a notification service provider and an orchestrator, and understand why you require a notification orchestrator to unlock the true power of your customer communication. **Who is a notification service provider?** ------------------------------------------- Notification service providers (NSPs) are the backbone of digital communication for businesses. They act as the delivery agents for your messages. They simplify the technical aspects of sending messages to your customers through multiple channels. ### Key features offered by an NSP​ * ![Features offered by Notification service provider](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/gateway-1714477732432-compressed.png) * **Access to channels via API:** NSPs offer APIs for various channels to send notifications. * **Reliability:** Businesses depend on NSPs to ensure their messages reach their intended audience promptly and securely. * **Ease of Integration:** NSPs usually provide APIs and SDKs to streamline the integration process into your existing apps and systems. * **Basic Reporting:** You'll likely have access to basic delivery metrics to help you gauge the performance of your notifications. Think of NSPs as a courier service. They take your message (the notification) and get it delivered to the right address (SMS, email, etc.). ### What makes working with NSPs challenging? Despite the value they offer, NSPs have their own set of challenges. Here they are:​ * **Multiple APIs and Dashboards:** NSPs are not “omnichannel,” by nature. Managing each channel usually requires separate APIs and dashboards. This means more integrations, more juggling between platforms, and a less-than-seamless experience for you. * **No Unified Visibility:** Tracking the performance of notifications across different platforms often involves disparate logs and reporting systems, making it difficult to gain a holistic view of delivery success. * **Volume-Driven Model:** Many NSPs operate as resellers focused primarily on maximizing the volume of messages sent rather than optimizing the effectiveness of each notification. * **Limited “Omnichannel” Capabilities:** While NSPs often market themselves as [omnichannel](https://www.fyno.io/routing), the reality is that their focus is always on individual channels. Behind the scenes, there are often separate teams, product lines, and even entirely different systems handling SMS, email, WhatsApp, etc. This means they lack the ability to truly optimize your communication strategy by intelligently choosing the best channel based on cost, customer preferences, and message importance. NSPs are indispensable, but their focus is on the delivery mechanism itself, not the overall strategy of where, when, and how the message should be sent. They don’t have failover mechanisms, geographical segmentation for sending messages, or a centralized hub to manage all the notification templates. **Who is a notification orchestrator?** --------------------------------------- A notification orchestrator is like a conductor at a symphony. It goes beyond simply delivering individual notifications and focuses on the bigger picture – ensuring all your communication channels work _together_ to create a seamless, personalized experience for your customers. ### Key features offered by a notification orchestrator ![Features of Fyno or notification orchestrator](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/orchestrator-1714477775453-compressed.png) Here's what sets a notification orchestrator apart: * **Centralized Control:** A notification orchestrator offers a single hub for managing all your notification channels and providers. It means no more juggling multiple APIs or dashboards. * **Universal API Gateway:** Seamlessly integrates into your existing tech stack. Quickly connect new channels, providers, and sync data with ease. * **Intelligent Routing:** The orchestrator determines the most effective channel (SMS, email, push, etc.) based on factors like cost, customer preferences, and the notification type itself. This saves money and improves the customer experience. * **Workflow Automation:** Orchestrators allow you to create automated, multistep communication flows involving multiple channels and NSPs. For example, a signup confirmation email from service provider A followed by an SMS for important updates sent by service provider B is possible with a notification orchestrator. * **Personalization:** Uses customer data to craft highly relevant notifications containing names, purchase history, and other dynamic details that boost engagement. * **Advanced Analytics:** Offers in-depth reports about your notification performance. Understand what works, what doesn't, and use that data to continuously improve your strategy. * **Omnichannel Reporting:** Allows you to create customizable reports that consolidate data from all your communication channels. These reports provide the insights needed to make critical business decisions and eliminate the need for hundreds of man-hours of manual analysis. **Why Orchestrators Will Always Outpace NSPs?** ----------------------------------------------- Notification orchestrators, like Fyno, have a fundamental advantage – they're focused on building a powerful communication middleware. It's engineering-first, aimed at solving the complexities of managing multiple channels and maximizing the impact of every message. On the other hand, traditional NSPs operate as resellers, driven by a volume-based, commodity business model. Their focus is maximizing the number of notifications sent, prioritizing price above all else. This leaves little room to innovate and truly optimize the end-to-end communication experience. As a result, they lack the incentive and often the resources to build the intelligent, holistic solutions that businesses truly need. Here's a more in-depth look at why a notification orchestrator will always outpace NSPs on the technology front: * **Focus on the Big Picture:** Orchestrators are designed to analyze the entire communication landscape. They prioritize optimizing channel selection, building seamless workflows, and extracting actionable insights – not just pumping out more notifications. * **Agility and Innovation:** Not being tied to the volume of a single channel allows orchestrators to be more nimble. They can quickly adapt to new technologies, customer preferences, and changing best practices. * **Solving the Real Problem:** Orchestrators understand that simply sending more messages isn't the solution. They focus on ensuring the right messages reach the right customers in the most effective way, ultimately making every notification count. **Why do you need a Notification Orchestrator like Fyno?** ---------------------------------------------------------- ![Why do you need Fyno?](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/why-you-need-orchestrator-1714477797901-compressed.png) In today's crowded digital environment, simply sending notifications isn't enough. To truly connect with your customers, you require intelligent solutions that ensure your messages get noticed and drive engagement. Here's where Fyno shines: * **Opti-channel and Ready:** Fyno allows you to implement intelligent opti-channel strategies. It analyzes customer preferences, usage patterns, and message types to determine the most effective channel for each interaction. This maximizes the likelihood of your messages being actually seen and acted upon. * **Prioritizes Customer Preferences:** Fyno respects your customers' preferences. We make it easy to tailor communication channels based on individual choices and notification types. This builds a positive brand experience and increases customer loyalty. * **Optimized Resource Allocation:** Stop sending notifications blindly across all platforms! Fyno optimizes channel usage for specific scenarios, helping you reduce communication costs significantly. * **Improved Deliverability:** Our intelligent routing and failover systems make sure your notifications get through, even when a primary channel experiences issues. No more missed communications, no more frustrated customers. * **Consistent Branding:** Fyno allows you to manage all notification templates and brand messaging in a single place, even when sending across many channels. This ensures customers have a smooth and recognizable experience, no matter how they're hearing from you. * **Data-Driven Insights:** Our detailed analytics reveal how different channels perform under various circumstances. This empowers you to continuously optimize your communication strategy, identify trends, and adapt to the ever-evolving preferences of your customer base. * **Reduced Operational Overhead:** Say goodbye to the chaos of individually managing multiple vendor accounts and APIs.Fyno centralizes control and simplifies integrations, freeing up engineering resources to focus on your core product. Fyno isn't just about sending messages; it's about unlocking the true power of personalized, optimized communication. We help you reach the right customers, on the right channels, at the right time – transforming every notification into a meaningful connection. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How building a notification system in-house can be expensive? Author: Rohit Jain Published: 2024-04-10 Category: Articles Meta Title: How to build a notification service Meta Description: How building a notification service can drain resources and energy and why you should rely on an expert platform Tags: Communication costs, Customer communication, Solutions URL: https://www.fyno.io/blog/null Contents * [](#) * [Introduction](#introduction) * [​Notification system—From simple to increasingly complex​](#notification-systemfrom-simple-to-increasingly-complex) * [​Notification system for when your app has grown​](#notification-system-for-when-your-app-has-grown) * [Should you build your notification system in-house?​](#should-you-build-your-notification-system-in-house) * [The cost of building a notification system in-house​](#the-cost-of-building-a-notification-system-in-house) * [Enter Fyno: your one-stop shop for all things notifications.](#enter-fyno-your-one-stop-shop-for-all-things-notifications)  **Introduction** ---------------- Digital communication has come a long way. Whether you send out updates, alerts, promotions, or notifications—staying connected with your audience is the key to keeping them engaged. Now would you want to orchestrate the whole thing by building the [notification system](https://www.fyno.io/blog/how-can-you-choose-a-notification-system-for-your-business) from scratch or by using an expert third-party tool is a question tech teams grapple with at some point in time.  If you are at the crossroads, you are in luck for we’re here to help.  The answer lies in knowing the cost & complexities of creating a notification infrastructure in-house and establishing whether it is worth it. ​But, what is a notification system and why do you need it in the first place? Think about when you order a product on an ecommerce website. Once the order is dispatched, you receive an email, a Whatsapp message on your phone, and a push notification confirming the same. At times, that can be a lot, prompting users to put the app on mute. Not a scenario anyone would like.  Now think about a different scenario where you are waiting for a message that tells you that your order has been dispatched. The ecommerce website might send an email but given your habit of checking your inbox once in ten days, it is easily something you can and will be irked to miss.  > _A well-built notification system prevents companies from bombarding their users with repetitive notifications or from being guilty of not sharing important updates on time. A notification system helps you orchestrate which message to send, where, and how considering channel and vendor complexities whenever something interesting happens in your app._ ![Notifications routing](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/routing-1715948948797-compressed.png) Notification system— from simple to increasingly complex ----------------------------------------------------------- When your app is new with few users and fewer actions, managing notifications is easy. But as your app becomes more complex, just a simple welcome email quickly evolves into a tangled web of cross-channel messaging.  Suddenly, you are managing in-app feeds, Whatsapp integrations, email distribution, SMSes, push notifications—everything, everywhere, all at once. Yes, the juggling act requires an Oscar of its own. All while trying not to spam your users into oblivion.  For a small app with few users, having your own notification system works just fine.  But as your app scales rapidly, as is the dream, you might have to contend with a few challenges. ### 1\. Increasing monetary cost Every time you add a new notification channel, the total spend on notifications ramps up as you are left with no way to manage the cross-channel notification logic, advanced user preferences, groupings, and more to ensure that cost is restricted ### 2\. Managing the user experience When an entire notification system lives solely in backend code, it gets hard to keep notification branding and messaging consistent as an organisation grows into siloed teams. In an ideal scenario, your marketing or product teams should be able to configure these notifications on their own so that everything is on-brand ### 3\. Lack of centralisation and visibility:  As your apps and hence notification channels grow, more stakeholders desire visibility into the notification system from marketers & product managers to support staff enquiring after a failed-to-deliver notification. Without creating a complete dashboard with access controls, notification management suffers while eating away the time of the engineers who are responsible for maintaining it ### 4\. Drainage of time:  With each new service provider or channel a team uses to send notifications comes a new world of documentation, SDKs, and platform-specific templating languages to learn. When there’s a core product to build, the last thing teams want to spend time on is re-learning the intricacies of email template HTML ​Notification system for when your app has grown​ ------------------------------------------------- We touched upon the challenges that development teams face as the app grows.  But what does a sound notification system look like for such an app? It is one that encapsulates all these features.  1. **Role-based Access Controls (RBAC):** A notification system should have tailored permissions for different departments—engineering, product, support, and marketing—ensuring smooth interaction and robust security 2. **A complete audit log:** A comprehensive record should be available of every tweak made to the notification system across all platforms, to maintain transparency and accountability. The log provides information about the notification—when it originated, the time it took to process, delivery status, etc.  3. **Speedy infrastructure:** The system should be equipped with a real-time infrastructure that delivers notifications in milliseconds, ensuring prompt communication with users. 4. **Insights at a glance:** Notification delivery and engagement metrics should be available anytime to get all the insights at a glance, allowing you to fine-tune strategies for maximum effectiveness 5. **Observability tools:** Tools should be set up to monitor crucial processes, such as failure detection, anomalies, cost reconciliation, cost control, channel engagement, delivery rates, etc. 6. **Scalability:** The notification system must be equipped to handle millions of notifications daily, effortlessly accommodating surges in notification volumes without compromising performance 7. **99.99% uptime and redundancy:** With a commitment to near-perfect uptime and meticulous redundancy planning, the reliability of the notification system must be infallible 8. **Multi-tenancy:** The notification system should allow you to create distinct workspaces, each dedicated to a specific product line or brand identity to allow multiple teams to use notification systems in distinct ways 9. **An intuitive dashboard for the entire organisation:** This would allow everyone in the company to track, monitor, and set up notifications from one place 10. **A central template management console:** A central template console not only would help non-engineers build notification templates and modify copy but also save engineers’ time in managing the system without hiccups Building all these features in-house is no mean feat.  To get those correct and in place, big-league players like LinkedIn and Facebook created their notification systems with armies of engineers dedicated to the cause for months on end.  If they had the option to buy, they could have saved millions of dollars and hundreds of hours worth of time for a huge engineering team.  Now circling back to the central question—what must you do?**Should you build your notification system in-house?**​ If you imagine your app would move to multi-channel notifications fast as it scales, the short answer is—No. Why? Because the cost of building a system with all the features listed above is high in terms of all factors—money, effort, and time. Let’s delve right into them **The cost of building a notification system in-house**​ -------------------------------------------------------- 1. **Substantial time and resources ​** First things first, building a [notification infrastructure](https://www.fyno.io/blog/scalable-notification-infrastructure) from scratch requires a significant investment of time, resources, and expertise. You'll need a team of skilled developers to design, develop, and maintain the system. This means hiring talent or allocating existing resources, both of which come with their own price tags. However, what's trickier to gauge from the outset is the intricacy and duration of building each component of the system, along with the unexpected challenges that may arise. If timelines shoot, it only ends up impacting the core development work in the organisation. Not only does the realtime infrastructure require significant resources to build and maintain in-house, but it can drain resources from other areas of your business. 2. **Poor user experience and lack of flexibility **A best-in-class notification system should be able to handle any preferences use case you’ll need in the future. This means the ability to set preferences by channel type, notification type, notification category, as well as any combination of those three. And while a system built in-house would be able to manage the preferences well, it would be limited in its capacity to design and provide a seamless and easy user experience. More importantly, as new channels get added or discovered, new notification types emerge, and tech stack updates come to the shore, it will further drain the time and energy of dev teams to incorporate all those changes and keep everything up to date.  3. **The monetary cost of managing notifications **As multiple channels get added to the mix, it gets hard to manage the cross-channel notification logic. Unless load balancing and routing are built into the system, more expensive channels would continue to keep your overall spend on notifications higher than what it would need to be. This significantly raises the cost of managing everything in-house.  4. **The opportunity cost ** The hours spent by an entire team of engineers developing and maintaining an in-house notification system could be better utilised elsewhere. Instead of focusing on building infrastructure from scratch, your team could be working on developing new features, improving user experience, or driving growth initiatives. Not only does creating and maintaining a real-time infrastructure internally demand substantial resources, but it also diverts attention and resources away from other vital aspects of your business. 5. **Cost of maintaining real-time infrastructure **Building a robust notification system requires a combination of hardware and software components. You'll need servers to handle the backend operations, databases to store user data and preferences, and multiple API integrations to interact with various [communication channels](https://www.fyno.io/blog/communication-channels) such as email, SMS, [push and in app notification](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) and many more. Additionally, you'll have to factor in the cost of licensing or developing the software tools notification infrastructure necessary for managing and delivering notifications effectively. The infrastructure to support real-time experiences can be costly to build and very expensive to maintain. ![Cost of building and maintaining notifications infrastructure](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/before-table-1715948577224-compressed.png) **Detailed calculations below** ![Calculation of time and effort ](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/table-1715948616148-compressed.png) This would be the estimated annual cost of building and maintaining the notification infrastructure in-house.  By the way, we have not even considered the other non-attributable costs like cost of leadership, the opportunity cost of other mainstream projects, potential loss of revenue/ business opportunities etc.   It takes a significant amount of labour, money, and resources to build an in-house system. But for those of us without a small army at our disposal, there's hope! Enter Fyno: your one-stop shop for all things notifications.  ---------------------------------------------------------------- ![Fyno dashboard](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/ezgif-3-e502e43152-1715948914265-compressed.gif) Whether you choose to roll up your sleeves and build your own or kick back and let Fyno do the heavy lifting, just know you're in good hands. Comparing the figure calculated above with the cost of using Fyno's services, which offers a cost-effective alternative, would show the potential savings and benefits of using Fyno. We've got: * A user-friendly templating engine for non-techies to tweak notifications to their heart's content * Cross-channel notifications logic to reduce the cost of sending out communication to the users with intelligent workflow systems (routing and automation) * Role-based access controls to keep everyone in their lane * Airtight audit logs to keep the compliance folks happy * Lightning-fast infrastructure for those millisecond-delivered notifications across channels * Real-time metrics to keep your finger on the pulse of engagement and easy troubleshooting * Easy-to-use orchestration state-of-the-art elements (templates, routing, automation) * And of course, 99.99% uptime because who has time for downtime? And hey, if you're still on the fence, we would be happy to set up some dedicated time with one of our early team members here. We're always here to discuss your requirements! Building a notification system is no walk-in-the-park. But with Fyno by your side, you'll be managing your notifications effortlessly in no time. Catch you on the other side! --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 6 major problems of fragmented communication and how to address them Author: Rohit Jain Published: 2024-04-10 Category: Articles Meta Title: Overcoming Fragmented Communication: How Fyno Streamlines Engagement Meta Description: Discover how Fyno's centralized communication stack solves the challenges of fragmented messaging, enhancing engagement, collaboration, and cost-efficiency. Tags: Communication costs, Communication experience URL: https://www.fyno.io/blog/null > 👋 Hey there! We're Fyno—The folks behind the scenes making sure those delightful customer notifications get sent from a reliable and modular system that brings all communication channels together in one place.  Introduction ------------ Effective communication is the cornerstone of successful business operations in today’s hyper-connected digital landscape. However, the proliferation of communication channels has inadvertently led to fragmented messaging, presenting a myriad of challenges for companies aiming to engage with their users seamlessly. From the inefficiency of blasting blanket notifications to the lack of collaboration among teams, the pitfalls of fragmented communication are manifold. Omnichannel communication aims to provide a seamless experience by integrating all interaction channels, ensuring that messages reach customers on their preferred platforms and reducing friction in engagement. ![Multiple channel and notification types](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/bombarding-with-notifications-1714028047183-compressed.png) Yet, a solution is on the horizon: a centralized communication stack that offers a holistic approach to overcome these hurdles and streamline communication efforts across diverse channels. Let’s understand how fragmented communication impacts business and the user experience it presents. What is multichannel communication? ----------------------------------- [Multichannel customer communication](https://www.fyno.io/blog/multichannel-omnichannel-optichannel-and-cross-channel-customer-communication-whats-the-difference-clwakxe840032fi1howr295wq) refers to a company’s strategy to interact with its customers across multiple channels, ensuring accessibility and convenience. The multichannel approach involves utilizing various communication channels—like email, social media, and phone—to interact with customers. Whether through phone calls, email, social media, or messaging apps, multichannel communication aims to meet customers on their preferred platforms. This approach is essential as it allows businesses to cast a wider net, engaging customers wherever they are most comfortable. However, the effectiveness of multichannel communication hinges on its execution. Poorly implemented strategies can lead to fragmented communication, where messages become inconsistent across different channels, potentially souring the customer experience. Delivering messages through the right channel is crucial to enhance engagement and convenience in communication. To address this, businesses often use centralized hubs that integrate data from all channels. This ensures that no matter where the conversation starts or continues, the information remains consistent and accurate. For instance, in the banking sector, a customer might begin a query via email and later follow up through a phone call. With a robust multichannel strategy, the customer service agent will have access to all previous interactions, allowing for a seamless and informed response that enhances customer satisfaction. **1. The notification avalanche: Prioritizing quality over quantity** --------------------------------------------------------------------- Imagine a scenario where your digital devices incessantly buzz with notifications from the same app, each clamouring for your attention. This phenomenon, often called “blanket bombing,” occurs when notifications are dispersed across channels, including mobile applications, without strategic forethought. Companies often resort to indiscriminate messaging to reach users urgently, bombarding users with notifications across channels. This approach not only leads to user fatigue but also diminishes the effectiveness of communication efforts. While disseminating information is crucial, bombarding users with irrelevant or duplicate notifications only overwhelms and disengages them. ### **Establishing meaningful communication that cuts through the noise** [Fyno](https://www.fyno.io/unified-communication-api) addresses this challenge by providing a single notification API that empowers engineering teams to control and manage all aspects of product communication. By leveraging intelligent algorithms, Fyno ensures that notifications are tailored to each user's preferences and behaviour, delivering relevant information at the right time and through the most suitable channel. This personalised approach enhances user engagement and mitigates the risk of overloading users with unnecessary notifications. ![notification overload](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/team-collaboration-on-dashboard-1714028564008-compressed.png) **2\. The lack of Insight into the communication lifecycle** ------------------------------------------------------------ Another significant drawback of fragmented communication is the lack of an observability layer to track the lifecycle of notifications. Without visibility into where notifications are sent, when they were delivered, and whether they failed, companies are left in the dark. Insights into past interactions are essential, as they help tailor messages to individual customer preferences and optimize communication strategies effectively, thus hindering their ability to assess the efficacy of all communication endeavours. ### **Building an observability layer** To solve this, centralisation is key. Fyno's centralised platform offers comprehensive observability features, allowing companies to monitor the delivery status of notifications in real time. From tracking successful deliveries to identifying potential bottlenecks, Fyno provides actionable insights that enable companies to refine their communication workflows and ensure the seamless delivery of messages across all channels. Everything is safely stored and easily accessible with a complete audit log that tracks when the notification originated, the time it took to process, its delivery status, etc. ![Analytics and observability](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/analytics-1714028484381-compressed.png) **3\. Lack of seamless collaboration among functions** ------------------------------------------------------ Picture a scenario where your marketing team dispatches an email blast while concurrently, the product team disseminates an [in-app notification](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) regarding the same update. The resultant confusion among users is emblematic of siloed communication, wherein disparate teams operate autonomously, leading to incongruent messaging and disjointed user experiences. Collaboration among different teams is essential for effective communication, yet fragmented messaging often leads to silos and disjointed efforts. Teams may struggle to coordinate their communication strategies without a unified platform to facilitate collaboration, resulting in inconsistencies and missed opportunities. ​ ### **Breaking Silos, Building Bridges** Fyno bridges this gap by fostering collaboration among cross-functional teams through its [centralised communication stack](https://fyno-website-cflow.webflow.io/consolidated-stack). By providing a shared platform for ideation, execution, and analysis, Fyno enables teams to collaborate seamlessly, ensuring that communication efforts are aligned with business objectives and user needs. **4\. The higher cost of fragmented communication** --------------------------------------------------- Managing a multitude of communication channels is not merely time-consuming; it is also financially burdensome. Introducing a centralized platform like Microsoft Teams can significantly reduce confusion and improve efficiency by consolidating team communication. From the complexities of managing multiple APIs to the optimization of delivery across diverse platforms, the high costs associated with maintaining and managing fragmented communication channels can erode budgets and strain resources. ### **Maximizing ROI on communication channels** Fyno helps companies optimize costs by providing a ready solution consolidating communication channels into a single platform. By streamlining infrastructure and leveraging the most cost-effective channels via intelligent [routing](https://www.fyno.io/routing) and [automation](https://docs.fyno.io/docs/automation-creation), Fyno enables companies to maximize ROI on their communication investments while delivering superior user experiences. ![Routing](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/routing-with-percentage-1714028600320-compressed.png) **5\. Broken communication experience across product lines** ------------------------------------------------------------ Fragmented communication often results in disjointed experiences across different product lines, wasting valuable time and resources on integration efforts. Omnichannel communications integrate all communication channels to enhance service and maintain the context of customer interactions effectively. Without a unified approach to communication, companies may find themselves reinventing the wheel for each product, leading to duplication of efforts and delays in time-to-market. Moreover, there is a lack of information flow among databases of different products, leading to the waste of intelligence gathered at different points. ### **Streamlining integration efforts with multi-tenancy** Fyno streamlines integration efforts by providing a cohesive communication stack that can be easily integrated across all product lines. By offering a unified API and comprehensive documentation, Fyno simplifies the integration process, allowing companies to focus on innovation and differentiation rather than wrestling with communication infrastructure. 6\. Compliance and security concerns ------------------------------------ Managing compliance and security across various communication channels is more crucial than ever. Businesses often face significant challenges in maintaining data protection standards, even between different teams of the same organisation, which can lead to legal and financial repercussions.  1. **Inconsistent data handling**: Different channels may have varying levels of security measures, making uniform data protection difficult. This is where [multitenancy](https://www.fyno.io/workspaces) comes into the picture 2. **Regulatory compliance**: Adhering to laws like [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7) or [HIPAA](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr) across all platforms can be daunting but is essential for legal operations. 3. **Audit trails**: Without cohesive communication strategies, creating clear and compliant audit trails is challenging, leading to potential breaches in protocol. Other costs of fragmented communication --------------------------------------- * Inconsistent Brand Messaging: Disparate communication channels can result in a lack of cohesive brand messaging, undermining brand identity and diluting organizational messaging. * ​Compliance Risks: Fragmented communication poses inherent risks regarding compliance with regulatory frameworks such as GDPR or CCPA, potentially exposing organizations to legal ramifications. * Missed Opportunities: Failure to streamline communication channels may result in missed opportunities to engage with audiences effectively, compromising customer retention and loyalty. **Conclusion** -------------- In conclusion, fragmented communication poses significant challenges for companies seeking to engage with their users effectively. From the inefficiency of blanket notifications to the lack of collaboration among teams, the pitfalls of fragmented messaging are diverse and far-reaching.  However, with Fyno's centralized communication stack, companies can overcome these hurdles and streamline their communication efforts across diverse channels. By leveraging smart notifications, enhancing observability, fostering collaboration, optimizing costs, and streamlining integration efforts, Fyno empowers companies to deliver seamless and personalized user experiences, driving engagement and fostering long-term relationships. FAQs ---- ### **1\. What is fragmented communication?** Fragmented communication occurs when messaging is inconsistent and scattered across multiple channels. ### **2\. What is multichannel communication?** Multichannel communication involves using multiple channels like email, social media, and phone to interact with customers. ### **3\. What is an observability layer in communication?** An observability layer tracks the status of notifications, including delivery and failures, providing actionable insights. ### **4\. How can fragmented communication affect user experience?** It can lead to inconsistent messaging and a disjointed user experience, reducing overall engagement. ### **5\. What is the impact of "blanket bombing" in notifications?** "Blanket bombing" overwhelms users with irrelevant or duplicate notifications, causing user fatigue and reducing communication effectiveness. ### **6\. What are the compliance risks of fragmented communication?** It can lead to inconsistent data protection and regulatory compliance, exposing organizations to legal risks. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The True Cost of Building Your Own Notification Infrastructure Author: Rohit Jain Published: 2024-04-10 Category: Articles Meta Title: Building a notification service | Avoiding pitfalls Meta Description: Building a notification infrastructure can become an onerous liability | Know the pitfalls to avoid and use a scalable infrastructure available off the shelf Tags: Communication costs URL: https://www.fyno.io/blog/null Contents * [](#) * [Introduction](#introduction) * [The Hidden Costs of Building In-House](#the-hidden-costs-of-building-in-house) * [The Never-Ending Fire Drill](#the-never-ending-fire-drill) * [The V1 Illusion](#the-v1-illusion) * [The Cost Vortex](#the-cost-vortex) * [The Benefits of Using Fyno](#the-benefits-of-using-fyno) * [Reclaim Your Time](#reclaim-your-time) * [Communicate Without Limits](#communicate-without-limits) * [Use Opti-channel to Your Advantage](#use-opti-channel-to-your-advantage) * [Moving Forward Together](#moving-forward-together) Introduction --------------- Building their own notification infrastructure feels like a rite of passage for many companies. But is it really worth it? The answer is clear, but most companies stick with their in-house system. Why? They can't bear to see their hard work go to waste. This understandable bias hides the true challenge: the relentless resources a custom system demands. We get it. It's hard to abandon a project your team poured time and passion into. But consider the toll it takes: the constant bug fixes, those urgent updates that divert precious developer hours from core projects. Now, imagine all that time and energy channelled elsewhere. A powerful platform like Fyno handles the complexities of notifications, freeing your team to innovate, improve your product, and deliver the best possible customer experience. In this blog post, we'll explore the common hurdles of in-house notification stacks – from scalability woes to the missed opportunities of basic systems. We'll then show you how Fyno offers a smoother path, designed for growth and exceptional customer engagement. **The Hidden Costs of Building In-House** ----------------------------------------- Building a notification system may seem like a savvy move initially, but the true costs lie in the ongoing demands it places upon your team. In short, your in-house system isn't just costing you money, it's stealing the focus you need to drive real innovation. Here’s how it happens: ### **The Never-Ending Fire Drill** Every update, every unexpected bug puts your team into firefighter mode, pulling them away from building the essential features that can drive your product forward. Also, every fix or update you deploy into your notification stack is preceded by endless planning meetings, gruelling sprint cycles, that saps your team's creative energy. ### The V1 Illusion A functional system is just the start of a long and expensive journey. Your product needs to be easy to use, easy to scale, and should have the right capabilities to deliver an exceptional customer experience. All of this requires ongoing investment and a constant utilization of your resources. ### **The Cost Vortex** ![Cost of building notification service internally](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-cover-1712758993004-compressed.jpeg) Can you pinpoint exactly how much your in-house system is costing you? Developer hours, infrastructure expenses, lost opportunities due to delays…without the structure of a dedicated platform, those costs vanish into a black hole, making it harder to justify the investment in your core product. **The Benefits of Using Fyno** ------------------------------ Fyno understands the time, effort, and passion you've invested in your in-house notification stack. But it's time to break free from the cycle of constant fixes, hidden costs, and stolen focus. Here's how Fyno offers a better path: ### **Reclaim Your Time** Fyno offers a centralized, user-friendly platform where your entire team (not just engineers) can seamlessly manage multiple communication channels, create workflows, and control their templates. Best of all, changes you make to workflows or parameters won't affect API endpoints, eliminating the need for lengthy planning or sprint cycles to deploy updates. The time you save here can be used to improve your core product. ### **Communicate Without Limits** ![Omni-channel workflow](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-cover-1-1712759043452-compressed.jpeg) Effortless scalability means your notification infrastructure won't become a bottleneck as you grow. Our advanced features like omni-channel failover systems, workflows, and comprehensive template management allow you to handle complex scenarios and volume spikes with ease. ### **Use Opti-channel to Your Advantage** Our Opti-channel approach collects critical insights into which channels perform best for different interactions, offering data-driven recommendations to improve your communication workflows. This helps you optimize costs and resources while still delivering a top-notch customer experience. **Moving Forward Together** --------------------------- We understand the hesitation to abandon something your team built. Change is rarely easy, but sometimes it's essential. Fyno isn't about dismissing your hard work, it's about empowering you to take that work further. Think of it this way: the idea that tech companies must build everything in-house is outdated. Just as you leverage cloud infrastructure like AWS or Azure, outsourcing functions like notifications lets you focus on what truly sets your product apart. Whether through a seamless integration or a gradual transition, Fyno partners with you to create a communication solution that scales alongside your success, not against it. If you'd like to learn more, feel free to talk to us. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Fyno: Streamlining Communication for Modern Businesses Author: Rohit Jain Published: 2024-04-10 Category: Articles Meta Title: Effective ways of streamlining multi-channel notifications Meta Description: Address integration, workflow and reporting challenges while using multiple channels to communicate with users | Use Fyno Tags: Communication costs, Insights, Communication experience URL: https://www.fyno.io/blog/null Contents * [](#) * [Introduction](#introduction) * [The Communication Conundrum](#the-communication-conundrum) * [The Pitfalls of Building In-House Notification Tools](#the-pitfalls-of-building-in-house-notification-tools) * [Managing Multiple CPaaS Platforms Individually](#managing-multiple-cpaas-platforms-individually) * [Fyno's Solution: A Unified Communication Platform](#fynos-solution-a-unified-communication-platform) * [Universal Integration Layer — A Single API](#universal-integration-layer-a-single-api) * [Logical Orchestration Layer](#logical-orchestration-layer) * [Scale & Security](#scale-and-security) * [How do you benefit from Fyno?](#how-do-you-benefit-from-fyno) * [Unleash the Power of Effective Customer Communication with Fyno](#unleash-the-power-of-effective-customer-communication-with-fyno) Introduction ------------ Your customers love your brand, but they forget about you quite often. Why? With the amount of information they're exposed to every day, it's natural for them to lose track of your brand. The solution is to keep reminding them about your company. While social media is one way to do it, personalized communication is the key to getting your customers to notice you. Today, you have numerous communication channels at your disposal to send out personalized customer messages. However, despite the availability of these channels, reaching your customers effectively remains a challenge. If you're nodding in agreement, you're not alone. Customers today don't want to be bombarded with messages on every platform. They want the right message, delivered through the appropriate channel, at the right time. Unfortunately, without a proper notification infrastructure in place, companies often resort to sending messages across all communication platforms, hoping to capture their customers' attention. This approach leads to higher costs, increased engineering efforts, and does little to improve customer satisfaction. So, what's the solution? A robust opti-channel notification infrastructure tool that allows you to effectively communicate with your customers by reaching them on the appropriate channel at the right time. In this blog post, we'll discuss how building an in-house solution or managing multiple CPaaS (Communications Platform as a Service) platforms individually can negatively impact the customer experience while increasing operational costs. We'll also introduce Fyno, the notification infrastructure platform that simplifies the entire process and makes it easier for businesses to communicate with their customers effectively. By the end of this post, you'll understand how streamlining your customer communication using Fyno can help you save costs, keep your customers engaged, and ultimately boost your brand's success in the market. The Communication Conundrum --------------------------- ![Digital communication evolution](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-8-1713849801325-compressed.png) Modern businesses grapple with several communication hurdles that can hinder their ability to effectively reach and engage their customers. Let's take a closer look at some of these challenges. **Channel Overload**: The number of communication channels is constantly evolving, each with unique capabilities and complexities. From email and SMS to push notifications and chat apps, managing these channels individually becomes a logistical nightmare. **Meeting Customer Expectations**: Customers today expect personalized, relevant messages delivered through their preferred channels. They want timely, targeted communications that address their specific needs and interests. And, not just that! Even their choice of communication channel varies based on use cases. For example, most customers prefer OTP to be delivered through SMS than through email. Meeting these expectations requires sophisticated tools and strategies that can segment audiences, tailor messages, and workflows to deliver them promptly. **Scaling Challenges**: As companies grow, their communication needs become more intricate. Managing communications for multiple customer segments, use cases, and geographic locations demands a unified control center. Scaling communication efforts while maintaining consistency, accuracy, and compliance can be a daunting task without the right notification infrastructure in place. The Pitfalls of Building In-House Notification Tools ---------------------------------------------------- To address the above-mentioned challenges, most companies opt to build their own in-house notification tools. While this may seem like a great idea, it often comes with multiple challenges and huge operational overheads. These include: **Resource Allocation**: Building and maintaining an in-house notification system requires significant engineering effort. Developers who could be working on improving the core product are instead tasked with creating and updating the notification tool. **Lack of Flexibility**: In-house notification tools often lack the flexibility and adaptability of specialized platforms. As new communication channels emerge and customer preferences change, companies may find it difficult to quickly integrate new features and capabilities into their homegrown systems. They can do it, but they’ll have to invest additional resources into developing those new integrations and features. **Maintenance and Upkeep**: Notification tools require constant maintenance, updates, and bug fixes. This ongoing responsibility can strain internal resources and divert attention away from other critical tasks. Additionally, without a dedicated team to monitor and optimize the system, companies may struggle to ensure reliable message delivery and performance. Managing Multiple CPaaS Platforms Individually ---------------------------------------------- Another common approach used by companies is using multiple vendor platforms individually, to handle different aspects of customer communication. While this may provide more functionality than an in-house tool, it comes with its own set of challenges: **Silos and Lack of Visibility**: When using multiple platforms, data and communication templates often become siloed. This lack of visibility and control can lead to inconsistencies, duplication of efforts, and difficulty in tracking performance across channels. ![communication vendors and channels API integrations](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-9-1713849859761-compressed.png) **Manual Processes and Increased Workload**: Managing multiple platforms involves a lot of manual effort, such as uploading customer data and communication templates into each system separately. This increases the workload on teams and introduces the risk of errors and inconsistencies. **Higher Costs**: Maintaining multiple platforms does not offer transparency on usage and costs, making it challenging for product teams to optimize the operational cost involved. The challenges outlined above demonstrate the need for a comprehensive, unified solution that can streamline customer communication efforts, provide flexibility and scalability, and deliver a seamless experience across channels. In the next section, we'll look at Fyno is a powerful alternative to existing approaches Fyno's Solution: A Unified Communication Platform ------------------------------------------------- Fyno offers a comprehensive solution to the challenges businesses face when managing customer communications. As a modular notification infrastructure platform, Fyno empowers engineering and product teams to build and manage their communication workflows with minimal effort. ### Universal Integration Layer — A Single API Fyno's universal integration layer allows businesses to integrate any channel or CPaaS provider into the platform. Instead of managing each tool or channel separately, businesses can configure all their workflows from Fyno. ![Universal notifications API](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-10-1713849891848-compressed.png) And the best part is, Fyno’s ability to output a single, consistent API that businesses can seamlessly plug into their products. Regardless of the underlying changes or configurations made within Fyno, the output API remains the same. This means that businesses can adapt their communication strategies and workflows without worrying about making changes to their codebase. ### Logical Orchestration Layer Fyno's Logical Orchestration Layer provides a centralized hub for managing all aspects of customer communication. This includes features like: 1. **Centralized Template Management**: Fyno's centralized [template management system](https://www.fyno.io/templates) allows businesses to create, store, and manage messaging templates for all communication channels in a single, user-friendly interface. The intuitive “What You See Is What You Get” editor simplifies template creation, allowing users to design professional, on-brand templates without the need for extensive technical knowledge. 2. **Cross-Channel Workflow Engine**: With Fyno's intuitive workflow builder, businesses can design and automate complex communication journeys, involving multiple communication channels. This enables targeted, timely, and relevant communications that drive engagement and conversions. 3. **Analytics and Insights**: Fyno provides comprehensive analytics and reporting capabilities, giving businesses a clear view of their communication performance. Teams can track key metrics, identify trends, and make data-driven decisions to optimize their strategies. 4. **User Preference Management**: Fyno allows businesses to easily manage user preferences, ensuring that customers receive communications through their preferred channels and at their preferred frequency. This helps build trust and fosters long-term relationships. Scale & Security ---------------- Fyno prioritizes security and provides robust controls to protect sensitive customer data and ensure compliance with industry regulations. The platform offers a range of security features, including data protection through encryption and hashing of PII data, access management with SSO and role-based access control. It also offers fraud prevention mechanisms to detect and mitigate potential security threats, global policies to enforce rate limits and DND (Do Not Disturb) settings, data masking to protect sensitive information from exposure, and data hashing to securely store user passwords and verify data integrity. With these enterprise-grade controls and a commitment to 100% compliance for regulated businesses, Fyno ensures that sensitive customer data and communications are handled securely and in accordance with relevant industry regulations. How do you benefit from Fyno? ----------------------------- Implementing Fyno translates into tangible benefits for your business, including: * **Significant Cost Savings**: Fyno's intelligent routing and channel optimization capabilities ensure that you only use the most effective communication channel for a scenario, eliminating the need to send messages across all the communication channels. This reduces the unnecessary expenses. Additionally, automating workflows and reducing manual tasks frees up valuable resources, leading to further cost reductions. * **Reduced Engineering Time**: Free your developers from the time-consuming task of integrating and maintaining individual APIs for each channel and provider. Fyno's universal API allows them to focus on core development tasks, increasing overall productivity. * **Improved Deliverability**: Ensure your messages reach their intended recipients through intelligent routing and failover mechanisms. This maximizes the impact of your communication efforts and improves customer engagement. * **Actionable Insights**: Gain a deeper understanding of your communication performance with comprehensive analytics. This data-driven approach allows you to optimize strategies, improve ROI, and achieve better results. * **Enhanced Customer Experience**: Deliver personalized and relevant messages through preferred channels, leading to increased customer satisfaction and loyalty. By respecting customer preferences and providing a seamless communication experience, you can foster stronger relationships and boost brand loyalty. **Unleash the Power of Effective Customer Communication with Fyno** ------------------------------------------------------------------- In a world where customers are bombarded with information from every direction, cutting through the noise and delivering personalized, relevant messages is more critical than ever. Fyno offers a powerful solution to the challenges businesses face in managing customer communication across multiple channels and platforms. By providing a unified notification infrastructure that integrates seamlessly with existing systems, Fyno enables businesses to streamline their communication efforts, reduce costs, and enhance the customer experience. With Fyno's intelligent routing, centralized template management, and cross-channel workflow automation, businesses can deliver the right message to the right customer at the right time, every time. Embrace the future of customer engagement and unlock the full potential of your communication strategies with Fyno. Schedule a demo today and experience the transformation firsthand. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Navigating the complexities of DLT registration with Fyno Author: Rohit Jain Published: 2024-04-10 Category: Articles Meta Title: DLT Registration: Ensuring Secure and Compliant SMS Marketing Meta Description: Learn about DLT registration, its benefits, and challenges. Discover how Fyno streamlines SMS content template approval for secure and compliant business communication Tags: Customer communication, Solutions, SMS URL: https://www.fyno.io/blog/null As a business, ensuring the authenticity of your messages is crucial. It builds customer trust and safeguards your brand from potential impersonators. This is where DLT (Distributed Ledger Technology) comes into play. In the past, the lack of standardization in business communication led to widespread fraud and scams. Fraudulent entities could easily impersonate legitimate businesses, sending out spam messages and scamming unsuspecting customers. For instance, scammers would pose as banks, sending fake SMS alerts to trick people into revealing their sensitive financial information. To combat these issues and protect consumers, the Telecom Regulatory Authority of India (TRAI) introduced the DLT system. [DLT registration](https://www.fyno.io/blog/top-tips-for-dlt-registration-a-step-by-step-guide-clzvm0t5x004x103afq1aiql1) is mandatory for businesses sending bulk SMS to protect privacy and combat spam. This process involves registering with telecom service providers and getting approval for message templates. DLT is a blockchain-based technology that ensures the authenticity and compliance of business messages, creating a secure, transparent, and tamper-proof record of all business communications. Under the DLT system, businesses must register themselves and get approval for their message templates from their telecom service providers before sending them to customers. This mandatory process aims to safeguard customers from fraudulent and unsolicited messages. While DLT registration offers many benefits, it also comes with some operational challenges, like the difficulty in managing content template approvals with service providers. We’ll talk about that later in the article. But before that, let’s quickly examine DLT—how it works, its benefits, and the registration process. We’ll also discuss why getting content templates approved can be a headache for businesses. Finally, we’ll discuss how Fyno simplifies this DLT content template approval for businesses. ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-placeholder-1724764568738-compressed.png) **What is DLT?** ---------------- _(If you already know what DLT is and have completed the registration, you can skip the next two sections.)_ At its core, [DLT](https://docs.fyno.io/docs/dlt) is a blockchain-based system that ensures the integrity and authenticity of commercial communications. When a business registers for DLT, it becomes part of a secure, distributed network that validates and records every message it sends. Here's a step-by-step breakdown of how DLT works: **1\. Registration:** A business has to register for a principal entity number with their service provider (Jio, Vodafone, Airtel, etc.). They provide details like their company name, address, and contact information. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-1-1713154123631-compressed.png) **2\. Header and template registration:** After getting the principal entity ID, businesses need to register their SMS headers, which is the name that appears as the sender. For example, HDFC Bank uses the header “HDFCBK,” while Kotak Bank uses “KOTAKB”. These headers help customers to easily identify the sender. Along with headers, businesses must also register content templates for various scenarios, such as notifying customers about a successful transaction or a credit card payment reminder. These pre-approved messages must be submitted to the DLT portal and approved by the telecom operator before they can be used. ![Header and template registration](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-2-1713154176491-compressed.png) **3\. Consent management**: In addition to content templates, the DLT system includes a consent module. This module allows businesses to create and submit consent templates for approval. Once approved, these consent templates can be used to obtain customers' permission to receive messages from the business. ![Consent management](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-3-1713154210883-compressed.png) **4\. Message routing and validation**: When a business sends a message using a registered header and template, the DLT system checks if the recipient consented to receive the message. The message is routed through the telecom network to the recipient's device if consent is present. **5\. Maintaining records in a blockchain**: Every message a registered business sends through the DLT system is recorded on a blockchain ledger. This creates an immutable record of all communications, making it easy to audit and verify the authenticity of messages. By following this process, DLT ensures that only registered businesses can send commercial messages and that these messages are sent only to customers who have consented. Step-by-step guide to DLT registration -------------------------------------- Registering for DLT can seem daunting, especially when considering the specifics of DLT registration in India. Here’s what you need to do to comply with the regulatory frameworks in India: 1. **Understand the need for DLT**: DLT, or Distributed Ledger Technology, is mandatory for all businesses sending bulk SMS in India to ensure transparency and reduce spam. Understanding its purpose helps in smoother registration. 2. **Select the right DLT platform**: The Telecom Regulatory Authority of India (TRAI) has approved several platforms. Choose one that aligns with your business requirements for bulk SMS services. 3. **Create an account**: Provide basic business details to register on dlt. This is your first step towards compliance. 4. **Submit documents**: Upload necessary documents like GST certificate, PAN card, and incorporation certificate. Ensure the documents are valid and up-to-date to avoid delays. 5. **Pay the registration fee**: Complete the process by paying the fee required by the chosen DLT platform. This fee varies across platforms, so check the latest details on the DLT portal. 6. **Wait for Approval**: The approval process can take a few days after submission. Upon approval, you will receive a Principal Entity ID, which is crucial to send bulk sms, including transactional SMS. ### Required documentation for DLT registration To register for DLT, you'll need the following documents: 1. **Business PAN Card**: Validates your business's legal entity. 2. **GST certificate**: Shows your business’s tax compliance. 3. **Certificate of incorporation**: For companies, this certifies the legal formation of the company. 4. **Company letterhead**: Needed for submitting official requests and declarations. 5. **Authorised signatory ID proof**: To verify the identity of the person authorised to register and act on behalf of the company. **The importance of DLT registration** -------------------------------------- Registering for DLT benefits you and your customers, especially with the SMS regulations in place. Here’s why: 1. **Compliance**: It ensures that your business adheres to TRAI regulations, avoiding potential penalties and legal issues. 2. **Deliverability**: Messages sent through distributed ledger technology (DLT)-registered channels are more likely to be delivered, as telecom service providers recognize them as legitimate. 3. **Brand credibility**: DLT registration adds credibility to your SMS marketing efforts, fostering customer trust and loyalty. 4. **Preventing spam and fraud**: DLT is a critical safeguard against the widespread problem of spam and fraudulent communications. TRAI aims to prevent unregistered senders from inundating consumers with unwanted calls and messages by mandating registration. **Challenges of managing DLT content templates** ------------------------------------------------ Whenever you want to send a new message, you must register the SMS template in the DLT portal and await approval from your service provider. The DLT portal differs for each telecom operator — VILPower for Vodafone, TrueConnect for Jio, DLTConnect for Airtel, etc. and is usually managed by a third-party technology partner. The content approval process involves submitting various details such as the type of communication, template category, template name, header, and the content itself. Depending on the telecom service provider, approval times for a content template can range from 3 to 7 days. While this might look small, the approval timeline becomes a problem for businesses that use several SMS templates. On average, small companies may have around 50-100 content templates, but larger companies can have 500–800 templates. To handle this situation, many companies have dedicated resources to manage content template approvals. **Streamlining DLT management with Fyno** ----------------------------------------- Fyno’s robust opti-channel infrastructure platform already allows businesses to efficiently create, organize, and customize templates for various communication channels, including SMS, WhatsApp, email, and [push notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications). Additionally, Fyno supports businesses wishing to utilize a bulk SMS service, emphasizing the importance of DLT registration for maintaining security and trustworthiness in SMS marketing. But that’s not all. ![streamlining DLT process](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-5-1713154268655-compressed.png) Fyno also facilitates seamless integration with your existing DLT system, allowing you to effortlessly handle all your DLT content approvals and other content templates from a single, user-friendly interface. The best part is that getting started is super easy – simply enter your Principal Entity Number and credentials into Fyno, and you’ll be ready to streamline your DLT management process. ![Getting started with DLT automation on fyno](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/blog-posts-4-1713154317163-compressed.png) You can start by entering your Principal Entity Number and credentials into Fyno. You can also effortlessly port your existing content templates into Fyno. This means you can quickly and easily migrate your current templates without disrupting your workflows. By streamlining your DLT management process with Fyno, you can focus on crafting effective communication strategies while ensuring compliance with telecom regulations. Fyno’s intuitive platform empowers you to manage your DLT requirements efficiently, saving you time and resources that can be better spent on growing your business. Interested in knowing more about Fyno? Talk to us to see a personalised demo. FAQs ---- ### 1\. **How does DLT help prevent fraudulent SMS communications?** DLT creates a secure, tamper-proof record of all business messages on a blockchain. It ensures that only registered entities can send messages, thereby reducing the risk of fraudulent SMS communications. ### 2\. **Can I manage multiple content templates across different telecom operators on the DLT platform?** Yes, you can manage multiple content templates across different telecom operators, but each template needs to be registered and approved individually by the respective operator. ### 3\. **What is the role of consent management in DLT?** Consent management in DLT involves creating and registering consent templates to obtain customer permission to receive messages. This ensures compliance with regulatory standards and builds trust with customers. ### 4\. **How does Fyno simplify the DLT content template approval process?** Fyno streamlines the DLT content template approval process by integrating with your existing DLT system. It allows you to manage all approvals from a single interface, reducing manual effort and speeding up the process. ### 5\. **What are the common challenges businesses face with DLT registration?** Common challenges include the complexity of managing multiple templates, long approval times, and the need to comply with varying requirements across different telecom operators. ### 6\. **Is it possible to migrate existing content templates to Fyno?** Yes, Fyno lets you easily port your existing content templates into its platform, ensuring a seamless transition without disrupting your current workflows. ### 7\. **How does DLT ensure compliance with telecom regulations?** DLT ensures compliance by requiring businesses to register and get approval for their SMS headers and content templates, which are then securely recorded on a blockchain ledger, making verifying and auditing communications easy. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Are you blanket bombing or routing your notifications smartly? Author: Rohit Jain Published: 2024-03-21 Category: Case studies Meta Title: Best way to route communications meaningfully without blanket bombing Meta Description: Learn how to smartly route notifications to users without spamming them | Fyno empowers product teams with a no code interface to build smart cross channel flows Tags: Communication costs, Communication experience URL: https://www.fyno.io/blog/null Contents * [](#) * [Introduction](#introduction) * [The Cost of Redundant Communications](#the-cost-of-redundant-communications) * [Diagnosing the Problem: The fault in our 'Fragmented Notification Systems'](#diagnosing-the-problem-the-fault-in-our-fragmented-notification-systems) * [Introducing Fyno: A Game-Changer in Customer Communication](#introducing-fyno-a-game-changer-in-customer-communication) * [Feature Spotlight: Cross-Channel Flows](#feature-spotlight-cross-channel-flows) * [5 best examples of effectively using cross-channel routing](#5-best-examples-of-effectively-using-cross-channel-routing)  * [](#) * [E-commerce](#e-commerce) * [Financial Services Alert System](#financial-services-alert-system) * [Healthcare Appointment Management](#healthcare-appointment-management) * [Utility Service Updates](#utility-service-updates) * [Travel Itinerary Changes](#travel-itinerary-changes) * [Loyalty Program Engagement](#loyalty-program-engagement) * [Reimagining notifications as a Core Product Feature](#reimagining-notifications-as-a-core-product-feature) * [Conclusion: A New Era of Customer Engagement](#conclusion-a-new-era-of-customer-engagement) Introduction ------------ In the contemporary business landscape, the quality of customer communication is a pivotal factor that can significantly influence consumer perception, loyalty, and ultimately, the success of a brand. This narrative begins with an anecdote involving a friend and a furniture e-commerce brand, which, following a purchase, inundated my friend with feedback requests across email, WhatsApp, and SMS simultaneously.  ![Blanket bombing on all channels sms, email and whatsapp](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-image-2024-03-25-at-15-1711363598820-compressed.jpeg) This scenario is not an isolated incident but a common practice among many businesses today. It spotlights a critical issue within the realm of digital commerce: the challenge of managing customer communications in a way that enhances, rather than detracts from, the customer experience. The Cost of Redundant Communications ------------------------------------ At first glance, the issue might seem trivial—a mere inconvenience. However, the implications are far-reaching. For customers, this "communication spam" can be overwhelming, leading to frustration and a potential decline in brand loyalty.  From the business perspective, the redundancy not only wastes resources by deploying multiple channels for the same message but also reflects a lack of coherence and sophistication in the communication strategy.  This disjointed approach ultimately results in additional costs, both financially and in terms of customer satisfaction. Diagnosing the Problem: The fault in our 'Fragmented Notification Systems' -------------------------------------------------------------------------- The root cause of this inefficient communication strategy lies in the fragmented nature of [notification systems](https://www.fyno.io/blog/how-building-a-notification-service-in-house-can-be-expensive-clutgsbgd006d26aowhln37va) within many businesses. Typically, these systems operate through separate API integrations for different communication channels, leading to a scattered and unco-ordinated approach.  Such setups lack the ability to intelligently manage and synchronize messages across various platforms, resulting in the redundant communication that customers like my friend experience. Modifying these systems is not straightforward. Due to their dispersed and patchwork nature, any attempt to update or adjust them requires extensive development efforts, often spanning several sprint cycles.  The decentralized code, embedded across various parts of the backend stack, necessitates changes in multiple places, making the process cumbersome and time-consuming. Introducing Fyno: A Game-Changer in Customer Communication ---------------------------------------------------------- Enter Fyno, a solution born out of the necessity to address these challenges head-on. Fyno is a [customer communication management](https://www.fyno.io/blog/what-is-customer-communication-management-ccm-and-why-is-it-important-clwz3c2hf00665fpeuox8je0k) system designed to streamline and optimize how businesses interact with their customers across various channels.  It represents a paradigm shift, empowering teams to build, update, and maintain custom communication configurations with unprecedented efficiency—cutting down the required time and effort by up to 95%. Feature Spotlight: Cross-Channel Flows -------------------------------------- ![cross channel routing with simple no code UI](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/frame-1171275711-1711363650868-compressed.jpg) One of Fyno's most innovative features is its ability to define intelligent cross-channel flows. This functionality allows businesses to strategically manage how and when messages are sent across different channels, ensuring that communications are not only timely and relevant but also non-repetitive.  By leveraging advanced algorithms and user engagement data, Fyno can determine the most effective communication channel for each message and customer, optimizing the chances of engagement while minimizing annoyance and spam. This intelligent approach to communication ensures that customers receive feedback requests or other communications through their preferred channel, enhancing the customer experience. For businesses, this means more efficient use of resources, as they no longer need to blanket all channels with the same message, thereby reducing operational costs and improving the effectiveness of their communication strategies. Let's look at some use-case driven examples: 5 best examples of effectively using cross-channel routing  ----------------------------------------------------------- ### E-commerce For an e-commerce scenario, leveraging the app's ecosystem for users who have the mobile application installed is indeed the most direct and cost-effective approach. The routing logic could be designed as follows: 1. **Push Notifications** for app users, utilizing the immediate and engaging nature of the platform. 2. **Email** for users without the app, offering a broader reach and the ability to convey more information. 3. **WhatsApp,** as a follow-up for non-responders within 24 hours, capitalizing on its rich media capabilities and higher engagement rates. 4. **SMS** for users not available on WhatsApp, ensuring the message reaches the widest possible audience as a last resort. ### Financial Services Alert System For urgent financial alerts such as suspected fraud, the immediacy and universality of communication are paramount: 1. **Voice Call** to ensure immediate attention, given the urgency and potential impact of fraud alerts. 2. **SMS** as the next step if the call is not received, leveraging its universal reach and the fact that it doesn’t rely on internet connectivity. 3. **Email** for detailed follow-up information, providing comprehensive advice on steps the customer should take in response to the alert. ### Healthcare Appointment Management In healthcare, ensuring patients receive and acknowledge appointment reminders is crucial for operational efficiency and patient care: 1. **SMS** to leverage its universality and high delivery success rates. While open rates are not trackable, the immediacy of SMS makes it a reliable first choice. 2. **Voice Call** as a follow-up for critical appointments or if the SMS is not acknowledged, providing a more personal touch and ensuring the message is delivered. 3. **Email** for detailed pre-appointment instructions or as an alternative for patients who prefer digital communication, offering the advantage of delivering comprehensive information. ### Utility Service Updates When communicating service disruptions or maintenance notices: 1. **Email** first to provide detailed information about the service interruption, including duration and affected services. 2. **SMS** for a concise message to ensure reach to customers who may not regularly check their email. 3. **WhatsApp** as a follow-up for customers who haven’t acknowledged the SMS, using its capability to send detailed messages and ensure higher engagement among internet-connected users. ### Travel Itinerary Changes For last-minute travel itinerary changes: 1. **Email** to provide comprehensive details about the change and alternatives, offering a reference that customers can return to as needed. 2. **SMS** or **WhatsApp** (based on the customer's preference) for urgent notifications, ensuring that the message is seen promptly. 3. **Voice Call** for immediate personal engagement in scenarios where rebooking is necessary or the change is extremely close to the travel date. ### Loyalty Program Engagement For re-engaging inactive loyalty program members: 1. **Email** with personalized offers and detailed information about program benefits, utilizing its capacity for rich content. 2. **WhatsApp** for a more direct and engaging follow-up if the email is not engaged with, capitalizing on the interactive nature of the platform. 3. **SMS** as a final step to ensure the message reaches those not active on WhatsApp or who haven’t engaged through other channels. By adopting a strategic approach to communication that considers the unique advantages and limitations of each channel, businesses can ensure their messages are not only delivered but also received in a manner that maximizes engagement and efficiency. This thoughtful layering of communication methods based on the context, urgency, and customer accessibility underscores a sophisticated understanding of how to effectively engage with diverse audiences across various scenarios. Reimagining notifications as a Core Product Feature --------------------------------------------------- The advent of platforms like Fyno signifies a broader industry recognition that effective communication is not merely an operational concern but a fundamental component of product design. Incorporating sophisticated communication capabilities from the outset can dramatically enhance user experience, foster loyalty, and differentiate a brand in a crowded marketplace. Implementing a plug-and-play communication module like Fyno enables businesses to prioritize customer experience without the need for extensive backend overhauls or prolonged development cycles. It offers a streamlined, efficient, and scalable solution to the historically complex challenge of managing customer communications across multiple channels. Conclusion: A New Era of Customer Engagement -------------------------------------------- The scenario experienced by my friend, while frustrating, highlights a critical opportunity for innovation and improvement in how businesses interact with their customers. By embracing integrated communication management systems like Fyno, businesses can transcend the limitations of traditional notification systems, offering a more personalized, efficient, and enjoyable customer experience. As we move forward, the integration of sophisticated communication technologies like Fyno will become increasingly vital. Not only do they offer a direct solution to the challenge of redundant communications, but they also represent a strategic investment in building deeper, more meaningful relationships with customers. In the end, the measure of a brand's success will increasingly hinge on its ability to communicate effectively, making platforms like Fyno not just useful but essential tools in the digital commerce ecosystem. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp's revolutionary authentication rates: A game-changer for business communications in India Author: Rohit Jain Published: 2024-03-20 Category: Updates Meta Title: WhatsApp is now cheaper than SMS to send authentication messages Meta Description: WhatsApp new authentication pricing in India has made it more favourable than SMS to send authentication messages. Using WhatsApp, businesses can now achieve 100% deliverability Tags: Communication costs, WhatsApp URL: https://www.fyno.io/blog/null Introduction --------------- WhatsApp has recently announced a significant update to their messaging rates for businesses, particularly focusing on authentication/verification messages (OTP), which marks a pivotal shift in the digital communication landscape, especially in India.  This strategic move introduces a new pricing structure that is not only competitive but aims to revolutionize the way businesses communicate with their customers for authentication purposes. This blog post delves into the implications of WhatsApp's announcement, assessing its impact on the traditional SMS monopoly in India and offering insights on how businesses can adapt to this change for enhanced communication and verification processes. Overview of WhatsApp's new authentication rates announcement ------------------------------------------------------------ From Aug 1 2024, WhatsApp will update its authentication rate card, introducing a new "authentication-international" rate. The key changes include an increase in marketing conversation rates and a decrease in utility conversation rates for certain markets, including India. These changes will take effect on August 1, 2024 for utility conversations and October 1, 2024 for marketing conversations.The rates for service messages will stay the same in India. As per the rate card, the authentication message charges are going to be **INR 0.11 (ie, 11 paise)**. This is lower than what businesses typically pay for sending authentication messages using SMS. The rationale behind this pricing update is to reflect the valuable features incorporated into WhatsApp's authentication solution and to align the pricing with industry standards.  Noteworthy features include customizable message validity periods and a zero-tap capability on Android devices, both designed to enhance conversion efficiency and manage costs more effectively. **Pricing Comparison Table** Conversation Type Old Rate (INR) New Rate (INR) Marketing Conversation ₹ 0.7265 ₹ 0.7846 Utility Conversation ₹ 0.3082 ₹ 0.1 Service Conversation ₹ 0.2906 ₹ 0.2906 Impact on the monopoly of SMS for authentication in India --------------------------------------------------------- Traditionally, SMS has been the go-to solution for authentication and verification in India, largely due to its universal accessibility and zero dependency on internet.  We have separately covered [why SMS will continue to dominate transactional messaging for years to come in a separate article here](https://www.fyno.io/blog/the-enduring-dominance-of-sms-in-the-digital-age-insights-from-india-and-beyond).  However, WhatsApp's entry with a competitive rate of 11 paise per authentication message introduces a formidable challenge to this monopoly. Considering WhatsApp's vast user base in India and its higher deliverability and engagement rates, businesses are likely to reconsider their reliance on SMS for verification processes. This shift has the potential to significantly disrupt the current market dynamics, offering a more cost-effective and user-friendly alternative for authentication messages. The authentication rates of WhatsApp are lower than the current SMS rates in India which offers comparatively low reliability.    The importance of higher deliverability of authentication messages ------------------------------------------------------------------ Authentication messages act as a passkey for validating the user or the transaction initiated by any user.  From payment confirmations to [2 factor authentication](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q), these are extremely critical to ensure: * Unauthorized access or transactions are blocked; and * Authorized transactions or access request go through seamlessly.  It is important for every business to ensure their authentication messages get 100% delivered to users to ensure there is no failure of transaction or there is no drop off of user while logging in or accessing the service or application.   Example:  * If a person is waiting to receive an OTP from a bank to authenticate a transaction, and the OTP does not get delivered in time, the transaction is bound to fail.    * Similarly, if a person is attempting to log into the application and is does not receive the OTP in time, then he or she will drop-off which could lead to a potential loss of business.    Today businesses strive to achieve a 100% deliverability of authentication messages but almost always fail to achieve this gold standard metric.  The SMS delivery rates in India at scale are ~ 85%, which means that 15 out of every 100 authentication messages fail to get delivered.  Even if a logical failover protocol between multiple SMS providers is built in by engineering teams (which is very rare), the delivery rates only increase marginally to 90%. There is still a considerable 10% gap that needs to be addressed.   How can businesses use WhatsApp to achieve 100% deliverability of authentication messages (OTP) ----------------------------------------------------------------------------------------------- WhatsApp authentication messages can immediately and positively impact the deliverability metric of authentication messages.  Even before the release of 'authentication messages', some businesses (including the giants like Amazon), are already using WhatsApp for sending authentication codes.    There were multiple digital businesses in India as well like [Fitpass](https://fitpass.co.in/) that were consciously using WhatsApp as a backup channel whenever SMS delivery fails for OTP.  But until today, such authentication messages were being charged at higher rates by WhatsApp.  Even then, businesses like Fitpass which are very particular about user's experience where using WhatsApp as a backup channel to achieve 100% deliverability.   ![OTP via whatsapp](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/mockupss-1710915047490-compressed.png) WhatsApp on a standalone basis cannot achieve 100% deliverability due to its dependency on internet for delivery of messages, as well as the lack of universal reach.  Penetration of WhatsApp in India is great but still not universal.  Many users in India also have or use different numbers on WhatsApp, often leading to a situation where the mobile number of the user available with businesses is not accessible or available on WhatsApp.  As a result, while the reliability of WhatsApp is great, the deliverability of messages on WhatsApp on an average has been 70-75%.   Businesses have to smartly orchestrate cross-channel failover protocol that will allow it to combine SMS and WhatsApp to achieve 100% deliverability of authentication messages. This usually requires some backend engineering effort to asynchronously understand call back information from SMS or WhatsApp and activate a channel failover almost instantly. The other easy way is to use [the routing feature of Fyno](https://www.fyno.io/routing), which allows engineers to build these logical protocols on the fly and activate it instantly.  Here's how a logical failover protocol between WhatsApp and SMS will look like on Fyno: ![SMS and whatsapp failover](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/screenshot-2024-03-20-at-11-1710914957857-compressed.png) You can decide to keep SMS as primary and WhatsApp as back-up or vice-versa.  It may make sense to keep WhatsApp as primary as it may be cost-effective and WhatsApp also gives you open status, unlike in case of SMS that only gives delivered status.    What should business do immediately to leverage this opportunity ------------------------------------------------------------------- To leverage WhatsApp's new authentication rates effectively, businesses must take immediate steps to integrate this solution into their communication strategies. This includes conducting a thorough review of existing authentication processes, ensuring technical readiness for API integration, and navigating the legal and compliance aspects related to user data and consent.  Additionally, businesses should strategize on updating their communication channels to include WhatsApp alongside SMS for sending authentication messages.  ### Advantages of WhatsApp's other authentication features for businesses WhatsApp's authentication solution offers distinct advantages for businesses, including customizable message validity periods and zero-tap capabilities on Android.  These features not only provide a superior user experience but also enable businesses to manage authentication costs effectively and improve conversion rates.  The comparison with traditional SMS methods highlights the potential for improved efficiency, cost savings, and enhanced user engagement through WhatsApp's platform. Looking ahead: The future of authentication in India ---------------------------------------------------- As WhatsApp continues to innovate and expand its authentication solutions, the digital communication landscape in India is set to evolve. Future enhancements to WhatsApp's authentication services are likely to further disrupt traditional methods, paving the way for more secure, efficient, and user-friendly verification processes.  The broader implications for digital security, user verification, and business operations in India are significant, signaling a shift towards more integrated and advanced communication solutions. Conclusion ---------- WhatsApp's announcement of new authentication rates represents a transformative moment for business communications in India. By challenging the traditional SMS monopoly and introducing a cost-effective, user-friendly alternative, WhatsApp is poised to redefine authentication processes. Businesses are encouraged to reassess their communication strategies, embracing the potential of WhatsApp's authentication solutions to enhance customer engagement, improve verification processes, and drive business outcomes. FAQs ---- ### **1\. What is WhatsApp's new rate for authentication messages?** The new rate for WhatsApp authentication messages is INR 0.11 (11 paise) starting August 1, 2024.​ ### **2.** **When will WhatsApp's new authentication rates take effect?**​ The new rates for utility conversations will be effective from August 1, 2024, and for marketing conversations from October 1, 2024. ### **3\. What features does WhatsApp offer with its new authentication messages?** WhatsApp offers customizable message validity periods and zero-tap capability on Android devices. ### **4\. How can businesses benefit from using WhatsApp for authentication messages?** Businesses can benefit from lower costs, higher deliverability, and improved user engagement. ### **5. What impact will WhatsApp’s new rates have on SMS authentication in India?** WhatsApp’s new rates may challenge the SMS monopoly by offering a more cost-effective and reliable alternative. ### **6. What are the typical SMS delivery rates in India?** SMS delivery rates in India are approximately 85%, with a 15% failure rate. ### **7. How do WhatsApp’s new authentication rates compare to SMS rates in India?** WhatsApp’s rates for authentication messages are significantly lower than the typical SMS rates. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Reasons why your WhatsApp messages are failing | Error code 131026, 1026 & 131049 Author: Ashwin Agarwal Published: 2024-03-18 Category: Updates Meta Title: Key reasons why WhatsApp messages are failing to get delivered Meta Description: Achieve 100% deliverability with Fyno | Know why your WhatsApp messages are failing and what you can do to avoid failures Tags: Communication experience, WhatsApp URL: https://www.fyno.io/blog/top-reasons-why-your-whatsapp-messages-are-failing-or-error-code-131026-and-1026-cltwuhs510009uw10yerk1onq Contents * [](#) * [Introduction: My WhatsApp messages are failing](#introduction-my-whatsapp-messages-are-failing) * [Understanding the New Policy](#understanding-the-new-policy) * [The Challenge for Businesses](#the-challenge-for-businesses) * [Need for Enhanced Monitoring and Analytics](#need-for-enhanced-monitoring-and-analytics) * [How should businesses proactively address WhatsApp delivery failures?](#how-should-businesses-proactively-address-whatsapp-delivery-failures) * [Adapting to the New Normal](#adapting-to-the-new-normal) * [Conclusion](#conclusion) * [FAQ: Navigating WhatsApp's New Message Policy for Businesses](#faq-navigating-whatsapps-new-message-policy-for-businesses) Introduction: My WhatsApp messages are failing ------------------------------------------------- Recently, many businesses have been struggling with WhatsApp failures.  They have been constantly getting an Error Code 1026 or 131026 in the response from WhatsApp.  **_What does it mean? and Why are my approved template messages failing to deliver?_ ​** If you are a product or a software engineering trying to find an answer to these questions, then you have to look no further.    In a recent move that has taken the digital marketing sphere by storm, WhatsApp Business announced significant alterations to its message delivery policy. This policy, aimed at optimizing user experiences on the platform, has introduced a mechanism that automatically blocks certain messages sent by businesses to users, particularly those categorized as marketing templates.  The initiative, initially rolling out to consumers in India, seeks to enhance the quality of interactions between businesses and users by imposing limits on the number of marketing template messages a user receives within a specific timeframe from any business. Understanding the New Policy ---------------------------- ​[WhatsApp's official statement](https://developers.facebook.com/micro_site/url/?click_from_context_menu=true&country=IN&destination=https%3A%2F%2Fdevelopers.facebook.com%2Fdocs%2Fwhatsapp%2Fmessage-templates%2Fcreation%23per-user-marketing-template-message-limits&event_type=click&last_nav_impression_id=0OjMoeHkCvEASNdlg&max_percent_page_viewed=52&max_viewport_height_px=945&max_viewport_width_px=1512&orig_http_referrer=https%3A%2F%2Fdevelopers.facebook.com%2Fdocs%2Fwhatsapp%2Fon-premises%2Ffaq&orig_request_uri=https%3A%2F%2Fdevelopers.facebook.com%2Fajax%2Fdocs%2Fnav%2F%3Fpath1%3Dwhatsapp%26path2%3Don-premises%26path3%3Dfaq®ion=apac&scrolled=true&session_id=05DHAmUV7LGQ8gapO&site=developers) outlines the framework of this new approach: it is designed to prioritize high-quality user experiences and maximize engagement with marketing template messages. To achieve this, WhatsApp will limit the number of these messages a user can receive from any business, not just yours, over a given period.  WhatsApp will more likely fail those messages which are less likely to be read.   This limitation applies to marketing template messages intended to initiate new marketing conversations. Existing/ live conversations between a business and a user will not be affected, allowing ongoing discussions to continue unabated. In order to let businesses know that their message is being failed under this policy, WhatsApp returns the following error codes:  1\. 131026 in case of cloud APIs   ![131026 error code description](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/screenshot-2024-03-18-at-5-1710763275393-compressed.png) 2\. 1026 in case of on-prem APIs  ![1026 error code](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/screenshot-2024-03-18-at-5-1710763288177-compressed.png) However, these error codes also spans a broad spectrum of delivery issues, and WhatsApp has stated that, for privacy reasons, they will not confirm whether a non-delivery was specifically due to reaching this limit. This policy has started in India from 6 February 2024 and will be rolled our globally in phases.  3\. 131049 in case of violating marketing message limits If you send over 2 marketing messages to a user within 24 hours, you will receive this error code. You will not be able to send the next message until they reply.  The Challenge for Businesses ---------------------------- The introduction of this policy has left many businesses in a quandary, struggling to understand why their messages are not reaching active WhatsApp users.  The absence of explicit feedback regarding the non-delivery reasons compounds the challenge, forcing businesses to navigate these waters with a high degree of uncertainty.  This situation underscores the pressing need for a more robust monitoring and analytics layer within the WhatsApp Business platform, capable of offering insights into message delivery patterns and offer a proactive resolution. As per the new policy: * WhatsApp will more likely fail those messages which are less likely to be read; and * The limit is also influenced by the total number of marketing messages that the user will receive from all businesses put together in a specific time period.  This may ultimately lead to a bidding war, where businesses that send meaningful marketing messages to their users, will see a high delivery rate, over other businesses that bombard users with promotions/ offers with relatively lower open / engagement rate on WhatsApp.   Need for Enhanced Monitoring and Analytics ------------------------------------------ To adapt to WhatsApp's new policy, businesses must invest in advanced monitoring and analytics capabilities. These tools should not only track the delivery status of each message but also provide actionable insights into the reasons behind non-deliveries.  In the absence of WhatsApp directly providing reasons, it becomes imperative to deploy logical algorithms & complex pattern detection techniques to uncover deeper insights.   By understanding these patterns, businesses can adjust their messaging strategies to avoid hitting the imposed limits and maintain effective communication with their audience. How should businesses proactively address WhatsApp delivery failures? --------------------------------------------------------------------- The implications of WhatsApp's new message policy are far-reaching. Businesses must now navigate a more complex landscape where the ability to reach customers through one of the most popular messaging platforms is no longer guaranteed.  This development calls for a strategic overhaul in how businesses approach digital marketing within messaging ecosystems. ### Adapting to the New Normal **1\. Understand the Policy**: Businesses need to thoroughly understand the new policy's specifics, including the limitations it imposes and the mechanisms behind message delivery failures. **2\. Invest in Analytics**: Implementing or enhancing analytics capabilities will be critical for monitoring message delivery statuses and understanding user engagement patterns. **3\. Develop Adaptive Messaging Strategies**: Companies should develop more nuanced messaging strategies that account for the new limitations, focusing on the quality of each interaction rather than the quantity of messages sent. **4\. Explore Alternative Channels:** With the potential for increased message delivery failures, exploring and integrating alternative communication channels into the marketing mix will be vital. **5\. Logical Automations:** Another crucial adaptation is the development of an automatic logic layer capable of identifying instances of message non-delivery and responding appropriately.  For example: the system should be able to: * Detect and target live conversation (24 hour conversation window) with any user; * Waiting for an optimal time to resend the message; * Choosing an alternative communication channel when WhatsApp fails; and * Give detailed analytics on the performance of each marketing template, at individual user level and overall WhatsApp engagement rate at the business level, that will help in designing better segments and WhatsApp campaigns.   > It is more likely that if a user has not read any marketing message over the last 10 messages sent to him or has failed to engage with the marketing message over the last 20-30 marketing message sent to the user, these limits may apply.   > > It is necessary that a logical layer be developed which can analyse the trend and patterns of these limits that are deployed by WhatsApp and based on insights so generated, use WhatsApp in a manner to increase deliverability.    Such a logic layer would significantly reduce the guesswork involved & ensure higher deliverability. Conclusion ---------- Ultimately, WhatsApp's policy change emphasizes the importance of respecting user preferences and fostering positive experiences. By limiting the influx of marketing messages, WhatsApp aims to ensure that users receive only the content they are most likely to engage with, thereby enhancing the overall user experience on the platform. As businesses navigate these complexities, it also becomes crucial to deliberate on whether they want to spend significant time and efforts building the observability and logical automation layer, or work with an expert communication management platform like [Fyno](https://fyno.io) that offers this out of the box.   WhatsApp has been doing quite a lot with their new tech partner ecosystem ([read more about it here](https://www.fyno.io/blog/whatsapps-new-tech-partner-ecosystem-a-game-changer-for-business-communication)).  WhatsApp has been innovating a lot on the technology offering side and are trusting their Tech partners to build value added services for businesses that can help them use WhatsApp meaningfully.     FAQ: Navigating WhatsApp's New Message Policy for Businesses ------------------------------------------------------------ 1\. Does this policy only apply to marketing conversations, or does it affect all types of conversations - utilities, authentication and service? This policy specifically targets marketing template messages intended to initiate new marketing conversations.  2\. What happens to a live conversation? Do messages fail there as well? Live, ongoing conversations are not impacted by this new policy. WhatsApp has made it clear that the limit only applies to marketing template messages that would open a new marketing conversation.  3\. What is the error code that you will receive for failures? If a marketing template message is not delivered due to the newly introduced limit, the On-Premises API will return error code 1026 and cloud APIs will return an error code of 131026 . 4\. Will my business be charged for failed messages? The specifics regarding charges for failed messages due to hitting the limit have not been explicitly outlined in WhatsApp's announcement. Typically, WhatsApp charges are based on successfully delivered messages. If you are getting charged for failures, you should discuss with your WhatsApp provider or work directly with WhatsApp for pricing transparency.   5\. How can you ensure the highest delivery rate? To maximize your message delivery rate under the new policy, consider the following strategies: * Segment your audience carefully and tailor your messages to ensure relevance and engagement. * Monitor your messaging frequency to avoid overwhelming users with too many messages.   * Track open and engagement rates.  Utilize these analytics to track message performance and adjust your strategy based on user engagement. * Explore and integrate alternative communication channels to maintain connectivity with your audience. 6\. Can businesses appeal against the limit if they believe it's affecting their communication? WhatsApp has not provided a direct mechanism for appealing against the limit. The policy is applied broadly to ensure a consistent user experience.  7\. How can businesses adapt their messaging strategies to comply with the new policy? Businesses should prioritize the quality and relevance of their marketing messages, ensuring that each message delivers value to the recipient.  8\. Are there any tools recommended by WhatsApp to monitor and analyze messaging strategies? While WhatsApp provides basic analytics through its [Whatsapp business API](https://getitsms.com/blogs/what-is-whatsapp-business-whatsapp-business-api/), businesses may benefit from integrating third-party tools like Fyno that offer advanced analytics and monitoring.  These can provide deeper insights into message performance and user engagement, helping businesses to fine-tune their strategies. By understanding and adapting to WhatsApp's new message policy, businesses can navigate these changes effectively and continue to engage their audiences in meaningful ways. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to get a Meta-Verified WhatsApp Business account in 20 minutes? Author: Rohit Jain Published: 2024-03-05 Category: Articles Meta Title: Fastest way to get your WhatsApp business account with Fyno Meta Description: Activate your WhatsApp business account in less than 20 minutes with the best Tech Partner of Meta | Fyno Tags: Customer communication, Solutions, WhatsApp URL: https://www.fyno.io/blog/null **What is Meta verification?** ------------------------------ Meta Verification on WhatsApp **ensures that a business account is officially recognized by Meta, giving it a “green tick” badge.** This badge indicates that the account is authentic, building customer trust. To achieve this verification and request an official business account, businesses need to comply with certain criteria set by Meta, including having a complete and accurate business profile and maintaining a good interaction history with users. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-1-1723541506851-compressed.jpg) ### Advantages of Meta verification 1. **Enhanced trust and credibility**: The green tick badge signifies the verified business account, thereby increasing customer confidence. Verified accounts are perceived as more trustworthy, which can lead to higher engagement rates. Additionally, providing a valid business email address is crucial for customer trust and should be tested for deliverability. 2. **Improved message deliverability**: Verified accounts are less likely to have their messages marked as spam, ensuring that important communications reach customers effectively. 3. **Access to advanced features**: Businesses with verified accounts can access advanced features and analytics provided by Meta, enabling them to optimize their communication strategies and better serve their customers. 4. **Boosted brand image**: Having a verified WhatsApp business account enhances the brand’s image, making it more professional and reliable in the eyes of the consumers​ ### **Advantages of Meta verification** Creating a verified [WhatsApp Business account](https://www.fyno.io/blog/best-practices-for-a-stellar-whatsapp-business-account) through a BSP (Business Solution Partner) is a hassle. The onboarding process is painfully slow, and you’ll also face delays in accessing the latest WhatsApp features. Solution partners play a role in the verification process, working with businesses under different models for the WhatsApp Business API. As BSPs add additional layers of complexity, it also slows down message delivery times. These technical hurdles make it difficult to set up streamlined communication workflows, ultimately slowing down your team’s ability to interact with customers effectively. Switching to a tech partner like Fyno can get you your meta-verified WhatsApp business account in as little as 20 minutes. We have comprehensively covered how WhatsApp has changed its partner ecosystem and its impact in a [separate blog here](https://fyno.io/blog/whatsapps-new-tech-partner-ecosystem-a-game-changer-for-business-communication). In this blog post, we’ll provide a straightforward, step-by-step guide for creating a meta-verified WhatsApp Business account. Let’s dive in! Did you know you can build app-like experiences within WhatsApp, without making any API changes? [Find out how](https://www.fyno.io/whatsapp-flows)[Talk to an expert](https://www.fyno.io/schedule-demo) Step-by-step guide To creating a WhatsApp Business account ---------------------------------------------------------- The sign-up experience for creating a Meta-verified WhatsApp account might vary based on your situation. Setting up a WhatsApp Business account involves using the WhatsApp Business app and entering your business address to ensure brand genuineness. Based on our experience, you’ll fall into one of these three categories: * You have an existing WhatsApp Business account with a BSP (and you’re migrating to Fyno) * You wish to add a WhatsApp account to an Existing Facebook Business Account * Starting from Scratch — Creating a Facebook Business account and a WhatsApp business account for your business. Fyno helps you establish both. ### **Scenario 1: You Have an existing WhatsApp Business account with a BSP** There are two scenarios here. * First, you would like to move your existing WhatsApp account from your existing BSP to Fyno. * Second, you might have an existing WhatsApp account connected with a BSP, but you would like to add a new WhatsApp number with Fyno (for different purposes, such as support, sales queries, etc). It is important to manage your chat history when migrating accounts to ensure no data is lost during the transition. The assumption here is that you already have an existing verified Meta Business account. Now, let’s get into the process. #### **Creating a new WhatsApp account and connecting it with Fyno** 1\. Log into your Fyno Account. If you're a new user, you can contact us to create a new Fyno account for you. 2\. Click on the Integrations tab on the sidebar and select Fyno WhatsApp. ![integrations on fyno for whatsapp](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/1-1710738289864-compressed.png) 3\. Provide a custom name for the WhatsApp account you're creating through Fyno. The custom name should be easy for you and your team to understand. For example, “Fyno\_WhatsApp”, or “Fyno\_WA” are some choices. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/2-1710738308896-compressed.png) 4\. Now, click on the Login with Facebook option. Enter your Facebook Business Account's credentials and log into your Facebook Business Account. 5\. A pop-up window will ask for authorization to connect your Facebook Business Account with Fyno. Click on Get Started. ![facebook authorisation](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/3-1710738414104-compressed.png) 6\. On the next screen, you'll see all your business information, including your Business name, website, country, etc. Click Next. You'll see the Create or Select a WhatsApp Business Account screen. Keep the default option as it is, and click Next. On the next screen, you'll be asked to create a WhatsApp business profile. Add your legal entity's name under WhatsApp Business Account Name. Add a display name for your WhatsApp Business Profile. Also, choose the respective time zone, business category, description, etc. Once done, click Next. Now, add the phone number you want to be associated with WhatsApp. You'll have to verify this new number by entering the OTP sent to this number. After verifying the phone number, click on Continue. ![whatsapp activation process](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/5-1710738523349-compressed.png) 7\. Now, Meta will verify all your submitted information. It might take up to 2 minutes. After successful verification, you'll see a confirmation screen on the pop-up window. Read through the instructions, and once you're done, click Finish. Now, head back to Fyno, and you'll see a success message telling that your new WhatsApp account is now connected with Fyno. Click on Add Account. Your new meta-verified WhatsApp account is now ready to use. Note: For things to work smoothly, you'll have to add a payment method to your Facebook Business account, as you'll be directly billed by Meta going forward. ![whatsapp payment](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/payment-1710738599645-compressed.png) WhatsApp carefully monitors how recipients interact with messages from your Business account. Initially, you'll be limited to 1,000 messages per day. As you build positive interactions, your account can progress to the 10k and 100k daily message tiers. However, your quality rating drops if customers frequently mark your messages as spam or block your account. Low ratings will hinder your ability to move to the next tier and could even lead to template deactivation or, in severe cases, account deactivation by WhatsApp. #### **Creating and syncing WhatsApp templates** If you have existing WhatsApp templates, you can sync them to Fyno. Go to Template > External from the left sidebar and click on the sync icon, which is present right before the + Create button. ![create templates on fyno](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/external-templates-1710738628671-compressed.png) Now, all your existing WhatsApp templates will be synced to Fyno. If you don't have existing templates, you can create new ones from Fyno by clicking on the + Create button. The newly created templates will be approved within a few minutes. Please note that you should have added the payment method to your Facebook Business account in order to test these templates using the new WhatsApp number. #### **Adding a payment method** * Log into your Facebook Business Account * Click on the Settings section on the left sidebar. * Select Billing and Payments. Once you're in, you'll see two tabs: Ad accounts and WhatsApp Business Accounts. * Click on the WhatsApp Business Accounts tab and click on the Add Payment Method button. * Add your credit card information and click Save. * After adding your credit card details, you can test WhatsApp notifications for the new WhatsApp number. Note: If you don't have a credit card with International transactions enabled, we advise you to talk to your bank or relationship manager to enable it. If you can't, we have a workaround. In the absence of a card with international transactions enabled, your account will linked to our credit line partner, who will raise an invoice for your WhatsApp usage every month. Everything else will be taken care of by Fyno on the backend. ### **Scenario 2: Adding WhatsApp to an existing Facebook Business account** If you’re adding a new number to your existing Facebook business account, the process involved is very similar to the steps mentioned in Scenario 1. Using WhatsApp Business tools, such as labels, product catalogs, short links, and automated messages, can significantly enhance customer interactions. Log into your Fyno account, click on Integrations, choose Fyno WhatsApp and follow the instructions on the screen. ### **Scenario 3: Starting from scratch** If you neither have a Facebook Business account nor a WhatsApp business account, you’ll have to start by creating a Facebook Business account first and then set up your new account on the WhatsApp Business Platform. #### **Creating a Facebook Business account** * You'll require the following documents to create a Meta-verified Facebook. * Postpaid Phone Number: A business phone number must be registered on a postpaid plan under your company's name. * GST Registration: The GST registration certificate, which serves as the official proof of your business. * Company Website: Please ensure that your company website clearly displays your legal company name somewhere on the website — it could be the footer, privacy policy, the About section, etc. * WhatsApp Number: Make sure you select the number you want to be associated with your official WhatsApp business account! * Credit Card with International Limits: Ensure your company credit card permits international transactions before starting the signup process. **Edge cases:** * For Educational Institutions and sole proprietorship: If you're an educational institution or a sole proprietor, you are exempt from GST. In that case, you can use your institution's incorporation certificates to sign up. * If your new number already has a WhatsApp account, you'll have to install WhatsApp on your phone and deactivate the existing personal WhatsApp account. * If you're creating a new Facebook business account, it might take up to 48 hours for it to get approved. * Once your Facebook Business account is verified, you can create a WhatsApp account by following the steps mentioned in Scenario 1. Requirements for Meta verification ---------------------------------- You must prepare several essential documents to ensure your business gets Meta-verified on WhatsApp. These documents confirm your business's authenticity and legitimacy. 1. **Postpaid phone number:** Your business phone number must be registered under a postpaid plan. This ensures that Meta can effectively verify your business's operational status. 2. **GST registration:** Ensure your business is registered for GST. This is proof of your business’s legal status and is crucial for the verification process. 3. **Company website:** A professional and functional company website is necessary. Meta looks for an established online presence to verify legitimacy. Make sure your website is up-to-date and includes all relevant business information. 4. **WhatsApp number:** The phone number you plan to use for your WhatsApp Business account should be active and reachable. This number will be the primary contact for your customers, so it’s important that it is accurate. 5. **Credit card with international limits:** You need a credit card that supports international transactions. This is essential for setting up your WhatsApp Business account and handling any related expenses. ### **Getting green tick verified** A “Green Tick” next to your company name shows customers you’re a legitimate business– but getting approved by Meta requires some work. You’ll need the following information handy to verify your business green tick. * **Logo:** Make sure the image is in 500px by 500px resolution. * **Short Business Profile:** Update your business description, email address, and contact details. Crucially, your legal company name must match exactly across all Meta account fields where it appears. * **Links for Social Proof:** You need a minimum of 3 links to official websites/publications where your company name is listed (Crunchbase, Tofler, Company Directories, etc.). #### Approval process The approval process for the green tick verification involves several steps. Here's how you can navigate it efficiently: 1. **Apply for WhatsApp API:** First, you must apply for WhatsApp API access. Once your API access is approved, you can request the green tick verification. This step ensures that your business is effectively using WhatsApp's advanced features. 2. **Enable two-factor authentication:** Ensure that two-factor authentication is enabled on your Meta Business account. This adds an extra layer of security, which is mandatory for the verification process. 3. **Verify Meta Business account:** Your Meta Business account must also be verified. This involves providing your business details, such as legal name, address, and contact information, to Meta's satisfaction. 4. **Submit verification request:** Finally, submit your request for the green tick through your Meta Business account. Once submitted, WhatsApp will review your application. This process typically takes a few days, but it can extend to a week. Submit for review with just a couple of clicks. Approvals generally take up to 48 hours, but if there is a mismatch, your application won't be approved. In that case, you'll have to wait for two weeks before you can apply again. **Why is Fyno the best platform for creating a Meta-Verified WhatsApp Business account?** ----------------------------------------------------------------------------------------- Fyno isn't just about helping you set up your WhatsApp Business account – it's about maximizing its power. As a Meta-verified tech partner, we leverage direct Meta Cloud API integrations to enhance your experience: Lightning-Fast, Reliable Communication: Traditional BSPs add complexities that hinder message speed and reliability. Fyno's direct connection eliminates those layers, ensuring instant communication and an enhanced customer experience. Automatic Load Optimization: Managing rate limits for Meta's API can be a headache. Fyno automatically queues and optimizes bulk message delivery within Meta's guidelines, simplifying your operations. Opti-channel Excellence: WhatsApp shouldn't operate in a bubble. Fyno allows you to craft centralized workflows that seamlessly blend WhatsApp with other [communication channels](https://www.fyno.io/blog/communication-channels) like SMS, Email, [push notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications), etc. and trigger them based on customer preferences. Transparent and Predictable Pricing: BSP markups might lead to surprises due to their markup costs and hidden fees. With Fyno you're directly billed from Meta, which offers you complete transparency and control over your spending.[WhatsApp Business](https://www.fyno.io/blog/who-should-use-whatsapp-business-and-how-does-one-set-it-up)​ If you're suffering the effects of lengthy BSP processes, technical limitations, and hidden fees for WhatsApp Business, Fyno is your solution. Our status as Meta tech partners, coupled with a transparent, customer-centric approach, transforms your WhatsApp Business account into a powerful communication tool. Experience the difference and see how Fyno unlocks the full potential of WhatsApp for your organization. [Talk to us.](https://app.fyno.io/schedule-demo) FAQs ---- ### **1\. What is Meta Verification on WhatsApp Business?** Meta Verification on WhatsApp Business ensures that a business account is officially recognized by Meta, providing it with a "green tick" badge that signifies authenticity and trustworthiness. ### **2\. Why should I get my WhatsApp Business account Meta-verified?** Getting your WhatsApp Business account Meta-verified enhances customer trust, improves message deliverability, and grants access to advanced features and analytics, boosting your brand's professional image. ### **3\. How long does it take to get a Meta-verified WhatsApp Business account with Fyno?** With Fyno, you can get your Meta-verified WhatsApp Business account set up in as little as 20 minutes, thanks to our streamlined process and direct Meta Cloud API integrations. ### **4\. What documents are required for Meta verification on WhatsApp?** You'll need a postpaid business phone number, GST registration, a company website, an active WhatsApp number, and a credit card with international transaction capabilities. ### **5\. Can I migrate my existing WhatsApp Business account from another BSP to Fyno?** Yes, you can migrate your existing WhatsApp Business account from another Business Solution Partner (BSP) to Fyno. The process involves logging into your Fyno account, connecting your Facebook Business Account, and following the on-screen instructions. ### **6\. How do I add a payment method to my Facebook Business account for WhatsApp?** To add a payment method, log into your Facebook Business Account, navigate to Billing and Payments under Settings, and enter your credit card details under the WhatsApp Business Accounts tab. ### **7\. What should I do if my credit card doesn't support international transactions for WhatsApp Business?** If your credit card doesn't support international transactions, you can link your account to our credit line partner, who will invoice you for WhatsApp usage monthly. Fyno will handle the backend processes for you. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to save big on SMS costs with WhatsApp in India? [Updated] Author: Rohit Jain Published: 2024-02-19 Category: Articles Meta Title: Top 3 ways of reducing SMS cost using WhatsApp Meta Description: Reduce your SMS cost by 50% by using WhatsApp for transactional communications | Use routing and leverage WhatsApp pricing mechanism intelligently using Fyno Tags: Communication costs, Insights, WhatsApp, SMS URL: https://www.fyno.io/blog/null Contents * [](#) * [Introduction](#introduction) * [SMS pricing structure](#sms-pricing-structure) * [1\. Base pricing](#1-base-pricing) * [2.  Now what constitutes 1 SMS?](#2-now-what-constitutes-1-sms) * [3\. Charge is mostly on every message submitted](#3-charge-is-mostly-on-every-message-submitted) * [How to leverage WhatsApp to SMS costs?](#how-to-leverage-whatsapp-to-sms-costs) * [1\. Exploit 24 hour conversation window on WhatsApp for incremental messages](#1-exploit-24-hour-conversation-window-on-whatsapp-for-incremental-messages) * [2\. Use Whatsapp for messages exceeding 160 characters](#2-use-whatsapp-for-messages-exceeding-160-characters) * [3\. Prioritise WhatsApp for high frequency updates](#3-prioritise-whatsapp-for-high-frequency-updates) * [The Complexity Behind Implementation](#the-complexity-behind-implementation) * [The Limitation of Absolute SMS Replacement](#the-limitation-of-absolute-sms-replacement) * [Fyno: The Sophisticated Solution](#fyno-the-sophisticated-solution) * [Conclusion](#conclusion) Introduction ------------ SMS in India is expensive than ever before.  In June 2023, all the SMS providers in India hiked its rates by nearly 50%.  Typically, this has resulted in SMS costs ranging from 15-18 paise per SMS.   Now some may consider that it is still relatively cheaper than WhatsApp, which charges ~ 32 paise (in case of transactional/ utility messages) to ~73 paise (in case of marketing or promotional messages).   Although WhatsApp may appear pricier (charging ~32 paise for transactional messages and ~73 paise for promotional messages), Meta’s new updates are set to alter this comparison significantly. From April 2025, WhatsApp will move from per-conversation to per-message pricing, simplifying ROI tracking for businesses and aligning WhatsApp’s model with other communication channels. This blog covers how to adapt to these pricing shifts and leverage WhatsApp to optimize your communication costs. SMS pricing structure --------------------- Let's understand the pricing structure of SMS first: ### 1\. Base pricing SMS charges are generally on submission of a SMS by the CPaaS providers to telecom operators.  The pricing is a combination of API charges by the CPaaS provider plus a DLT fee.   Overall it comes to ~ 15-18 paise per SMS in India. ### 2.  Now what constitutes 1 SMS? ![What constitutes 1 sms for pricing with 160 characters](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/1-1710324649292-compressed.jpg) 1 SMS generally comprises of a 160 character alpha numeric message.  If the character count in a message exceeds 160, it constitutes 2 SMS and so on.   If your message as unicode characters, the character count for 1 SMS reduces to 60 from 160 ### 3\. Charge is mostly on every message submitted Yes, irrespective of whether the SMS got delivered to the user, your [CPaaS provider](https://www.fyno.io/blog/the-ultimate-guide-to-choosing-your-cpaas-provider-cly5hn0pi0065of7dwjwpsgtg) will most likely charge you for every message submitted to the telecom operator, whether or not it gets delivered to the user.   >  If you've tried to reconcile your SMS consumption and have never been able to do it perfectly, then there are high chances that the differences were due to the above 3 reasons.  WhatsApp's pricing structure  WhatsApp pricing structure is relatively flat and straight forward.  WhatsApp charges businesses for each 24-hour conversation window initiated with a customer, with rates varying depending on the type of message and the country of the recipient. You can find more about the 24-hour conversation window here with examples. The charge is only when messages you send to customers are delivered. The following are the charges in India: * Marketing message: INR 0.7265 * Utility/ transactional message: INR 0.3082 * Authentication: Same as utility/ transactional * Service/ Support: INR 0.2906 If you are using a BSP to access WhatsApp APIs, then you would be paying ~ 10-25% higher. Here's the updated pricing structure as of October 2024. ​**Date**​ ​**Template type & change** November 1, 2024 Service conversations become free February 1, 2025 Authentication-international rates launch in 7 additional markets April 1, 2025 Utility templates within the 24-hour customer service window become free April 1, 2025 Phase 1 launch of per-message pricing July 1, 2025 Phase 2 launch of per-message pricing How to leverage WhatsApp to SMS costs? Now that we have understood the pricing structure for both SMS and WhatsApp, let's look at intelligent ways to save SMS cost by  leveraging WhatsApp.  ### 1. Leverage Meta’s free service and utility messages ![Exploit 24 hour window of whatsapp pricing](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/2-1710324722843-compressed.jpg) If you are engaging users on both SMS and WhatsApp, then here's what you should know: With Meta’s new phased pricing model for WhatsApp, businesses have fresh opportunities to cut costs by strategically categorizing and routing messages. Starting **November 1, 2024**, service messages will be free, and by **April 1, 2025**, utility messages within the 24-hour service window will also be free. By aligning message types with these updates, businesses can reduce their reliance on SMS and significantly lower overall communication expenses. This is a classic example of how SMS cost can be completely neutralised or eliminated for all the SMS that get triggered to the users where WhatsApp window is active.   Let's understand this with a contextual example and numbers: A new age investment tech startup sells fixed income securities to a users.  A purchase journey of the individual will generally include logging into the application, completing his / her KYC, selecting the security/ bond and then finally making the investment.  Now let's look at the bare minimum notifications that the company would send to the user: * OTP for authentication at the time of login * KYC confirmation once the KYC is confirmed.   * Investment confirmation once the investment / payment is done. * Investment account statement after allotment of the bond. This could mean 4 SMS costing of 15 paise each = 60 paise.   At the time of login, in order to avoid drop-offs, businesses may send OTP via SMS and WhatsApp to ensure 100% of their OTPs get delivered in time.  If they have a sophisticated tech like Fyno, they can manage delivery failover to send WhatsApp only to users where SMS does not get delivered or vice-versa.  Now if the user completes the other steps of KYC verification and completing the investment, here's where the WhatsApp 24 hour active window / conversation can be leveraged to ensure all next subsequent notifications like KYC confirmation, investment confirmation and account statement can be sent on WhatsApp without incurring any incremental cost of SMS.  This can potentially save cost of 3-4 SMSs.  In the above technique, the cost would be: #### Cost Breakdown Using this approach, the cost structure looks like this: * **OTP with Failover**: SMS at 15 paise + optional WhatsApp backup at 32 paise. Total is 47 paise * **Subsequent Notifications (KYC, Investment Confirmation, Account Statement)**: Free on WhatsApp as service or utility messages. * **SMS + WhatsApp cost of 15 paise and 32 paise for OTP = 47 paise.** * All future WhatsApp messages would be free (service messages starting November 1, 2024, and utility messages within the 24-hour window starting April 1, 2025). * Total cost = 47 paise. This translates into a net cost reduction of 13 paise (ie, 22%). * If an intelligent failover technique is used while sending OTPs, the savings could be higher to the tune of 28 paise (ie, 45%).  ### 2\. Use Whatsapp for messages exceeding 160 characters ![auto routing for long messages](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/screenshot-2024-03-13-at-5-1710331922586-compressed.png) As understood above in the SMS pricing structure, SMS costs ~ 15 paise for 160 characters.  This means that if the message size goes beyond 160 characters, it would cost ~ 30 paise, which is the equal to the cost of 1 WhatsApp with 24 hour conversation window. Most of the times, when companies send transactional communications, the message content would generally contain variable placeholders like name, tracking link, order ID etc.  When these placeholders are replaced at the time of sending the notification with actual values, the character count of messages can increase and go beyond 160 characters.  This could end up costing 2 SMS.   Where regional content is used (which is very common for tier 2 and 3 consumers), the character count per SMS reduces to 60 and hence, it could cost the business 3 SMS or more, for delivering a single message!   In such scenarios, it is worthwhile to intelligently use an automated mechanism that prioritises WhatsApp when the message count increases to 2 or 3 after considering the variable placeholders.      > Recommended Read: [WhatsApp vs WhatsApp Business](https://www.fyno.io/blog/whatsapp-vs-whatsapp-business-a-head-to-head-comparison-for-your-business-needs-clzvl6xeg004w103abeitt930) ### 3\. Prioritise WhatsApp for high frequency updates Let's look at a quick example to understand this.  You have ordered from an e-commerce brand and there is a delivery promise that the product will be delivered in 24-48 hours.  In general, there will be the following updates that you will receive in your order delivery cycle: *  Order received message / acknowledgement * Order confirmation message with order ID * Order processing message with ETA for delivery * Order dispatch notification * Order out for delivery * Order delivery OTP (for high value deliveries) * Order delivery confirmation  Some companies may skip or add additional messages, but largely, you can expect 5-6 messages in the order fulfilment cycle. If these communications are sent using SMS, it will only make  sense from a cost perspective if the fulfilment cycle is spread out for more than 3 days.  But in majority of e-commerce pin codes, given the advancement of warehousing, logistics and fulfilment operations, most of the orders get delivered within 48 hours. Some brands are also promising same day delivery.  Checkout Blitz, which manages same day fulfilment or delivery for many D2C brands.  In such scenario, it will always make sense to initiate the communication only using WhatsApp, since businesses will be charged for 1 WhatsApp conversation instead of 5-6 SMS.  Even if the fulfilment spreads over 2 days, it will still turn out to be a cheaper alternative.      ![WhatsApp is cheaper than SMS](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-vs-sms-1710395782979-compressed.jpg) The same logic can also be applied in the following industry/ segments: * Return pick up by e-commerce companies/ their logistics operators. * Online booking companies like Booking.com, AirBnB, Expedia on bookings managed by them.  * Quick commerce companies for high frequency and repeat customer orders.  * Travel industry (including Airlines) that send multiple messages to the travellers on the day of their journey. The Complexity Behind Implementation --------------------------------------- Now that we've seen that meaningful and substantial SMS cost optimisation is possible using WhatsApp, I wonder why are businesses not doing it.   Implementing these cost-effective messaging strategies involves navigating a series of technological challenges. To fully realize the cost-saving potential of WhatsApp over SMS, businesses must have access to an advanced technological infrastructure capable of making real-time, data-driven decisions about the routing of each message. This infrastructure needs to: 1. **Automate Message Routing:** Determine the most cost-effective and efficient channel for each message in real-time, whether it's SMS or WhatsApp. This involves analyzing factors such as the type of message (transactional vs. promotional), the recipient's preferences, and historical engagement data to ensure optimal deliverability and cost savings. 2. **Measure the 24-Hour Open Window on WhatsApp:** Implement sophisticated tracking mechanisms to identify and exploit the 24-hour window during which messages can be sent to WhatsApp users without incurring additional charges. This requires a dynamic monitoring system that can adapt to each customer's interaction timeline, ensuring that businesses can send follow-up messages or important notifications within this cost-effective window. 3. **Conduct Intensive Data Analysis for Automated Routing:** Utilize advanced analytics to process vast amounts of data on message delivery rates, user engagement, and channel efficiency. This analysis informs the automated routing system, enabling it to learn and adapt over time, optimizing message delivery paths based on evolving patterns of success and user behaviour. Did you know you can build app-like experiences within WhatsApp, without making any API changes? [Explore now](https://www.fyno.io/whatsapp-flows)[Talk to an expert](https://www.fyno.io/schedule-demo) The Limitation of Absolute SMS Replacement ------------------------------------------ While WhatsApp offers significant advantages in terms of engagement and cost, it's important to recognize that SMS still plays a crucial role in certain scenarios. For instance, SMS remains a universally accessible communication channel, requiring no internet connection and being available on every mobile device. This universal accessibility makes SMS indispensable for critical alerts, one-time passwords (OTPs), and situations where immediate deliverability is paramount. Moreover, regulatory requirements and user preferences may necessitate the continued use of SMS alongside WhatsApp. A sophisticated messaging strategy, therefore, does not seek to replace SMS entirely but to intelligently choose between SMS and WhatsApp based on the specific context and requirements of each message.  [Checkout our detailed coverage on this topic here.](https://www.fyno.io/blog/the-enduring-dominance-of-sms-in-the-digital-age-insights-from-india-and-beyond)​ Fyno: The Sophisticated Solution -------------------------------- ![sophisticated notification system with workflows ](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/screenshot-2024-03-13-at-5-1710331901510-compressed.png) In the face of these complexities, most businesses find the development of an in-house solution to be prohibitively expensive and technically challenging. This is where Fyno comes into play, offering a comprehensive messaging platform designed to manage these challenges end-to-end. 1. **Automated Channel Failover and Intelligent Routing:** Fyno's platform is engineered to ensure that each message is sent through the most effective channel. By employing automated failover mechanisms, Fyno guarantees high deliverability rates, automatically switching between SMS and WhatsApp based on real-time delivery feedback and pre-defined rules tailored to the business's objectives. 2. **Leveraging the 24-Hour Window for WhatsApp Users:** Fyno excels in tracking and utilizing the WhatsApp 24-hour conversation window, enabling businesses to send timely follow-ups and notifications without incurring additional costs. This capability is crucial for maintaining engagement while optimizing messaging expenses. 3. **Data-Driven Decision Making:** At the core of Fyno's offering is a robust analytics engine that processes data on messaging trends, delivery success rates, and user interactions. This engine powers the platform's automated routing decisions, ensuring that businesses can achieve both cost reduction and improved communication effectiveness. 4. **Comprehensive Messaging Strategy Support:** Beyond the technological capabilities, Fyno provides strategic support, helping businesses craft messaging campaigns that are not only cost-effective but also aligned with their broader communication goals. This includes advising on message content, timing, and segmentation to maximize engagement and ROI. > Recommended Read: [6 benefits of working with a Meta tech partner vs BSPs](https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp)​ Conclusion ---------- In an era where messaging costs can significantly impact a business's bottom line, leveraging advanced technologies like Fyno to optimize communication strategies is no longer optional but a necessity.  Fyno stands out as a sophisticated solution capable of navigating the complexities of modern messaging, ensuring that businesses can send the right message, through the right channel, at the right time, without unnecessary expense. With Fyno, companies can seamlessly integrate WhatsApp into their communication mix, achieving unparalleled efficiency and effectiveness in customer engagement. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why Opti-Channel is the Key to Delivering an Exceptional Customer Experience? Author: Rohit Jain Published: 2024-02-19 Category: Articles Meta Title: What is Opti channel communication and how it can help businesses? Meta Description: Opti channel communication is better than omni channel communication and how Fyno can help companies achieve opti channel communications Tags: Communication costs, Insights, Communication experience URL: https://www.fyno.io/blog/null ![Opti channel communications using Fyno](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/channel-preference-1708325657695-compressed.jpg) Contents * [Introduction](#introduction) * [What is Opti-channel communication?](#what-is-opti-channel-communication) * [Omnichannel vs. Opti-channel communications: What’s the difference?](#omnichannel-vs-opti-channel-communications-whats-the-difference) * [Benefits of Opti-channel Communication](#benefits-of-opti-channel-communication) * [Challenges in Setting Up Opti-channel Communication](#challenges-in-setting-up-opti-channel-communication) * [How Fyno Can Help You in Your Opti-channel Journey](#how-fyno-can-help-you-in-your-opti-channel-journey) * [Conclusion](#conclusion) Introduction ------------ Businesses today have more options than ever before to reach their customers. But customers aren't interested in being bombarded on every platform. They want the right message, delivered through the appropriate channel, at the right time. And, their preferences can vary depending on demographics and location. For example, users in tier 1 cities might prefer to receive OTPs through SMS and WhatsApp, but promotional messages only through email. However, customers in tier 2 cities may not have regular access to email and might prefer to receive all communications, including offers, directly on WhatsApp. This evolution of customer communication preferences is important for businesses. It helps them understand the right communication channels across various customer touchpoints. This understanding will help them effectively use their existing communication workflows to reach their customers effectively without wasting a lot of infrastructure and resources. This approach is called the Opti-channel communication, and it is a game changer for businesses. In this blog post, we'll explore the exciting world of opti-channel communication – how it's revolutionizing customer interactions and why businesses are getting on board. Plus, we’ll show you how Fyno is leading the charge, delivering cutting-edge opti-channel solutions. What is Opti-channel communication? ----------------------------------- **Opti-channel communication** prioritizes delivering the right message, through the right channel, at the right time for each customer. It leverages insights into customer preferences, past interactions, and the nature of the communication to ensure messages are not only received but are received in the way the customer finds most convenient and engaging. **Omnichannel vs. Opti-channel communications: What’s the difference?** ----------------------------------------------------------------------- Omnichannel communication focuses on making multiple channels available to customers. While this offers flexibility, it doesn't always guarantee the best user experience for every type of interaction. A customer might receive a message on a less preferred channel, reducing engagement and potentially creating friction. [Opti-channel communication](https://www.fyno.io/blog/multichannel-omnichannel-optichannel-and-cross-channel-customer-communication-whats-the-difference-clwakxe840032fi1howr295wq), on the other hand, aims to proactively optimize reach and improve customer experience by understanding how communication preferences intertwine with specific scenarios. **Benefits of Opti-channel Communication** ------------------------------------------ * **Increased Open and Response Rates:** Personalized channel selection improves the likelihood of customers actually seeing and responding promptly to messages. * **Deeper Customer Insights:** Opti-channel systems gather data on which channels perform best for different interactions, giving insights into customer preferences. Businesses can customize their existing communication workflows to align with their customers’ preferences. * **Reduced Costs:** Businesses often resort to sending messages across every possible channel, hoping to maximize reach. This “just in case” approach can be expensive and inefficient. > Consider a travel booking platform like MakeMyTrip. Each booking might trigger a cascade of communications: confirmation emails, itinerary updates via SMS, promotional offers on WhatsApp, and more. A typical booking could generate 10 SMS messages ( ₹1.30\*), 10 WhatsApp messages (₹3.00\*), and 10 emails (₹1.00\*), leading to significant communication costs per transaction. > > With an opti-channel approach, this cost could be potentially reduced by 50-60% by prioritizing channels based on the message type and individual customer preferences. * **Improved Customer Satisfaction:** Customers respond favourably when messages reach them efficiently. Opti-channel prioritizes their convenience, increasing satisfaction with the overall experience. **Challenges in Setting Up Opti-channel Communication** ------------------------------------------------------- * **Data Integration:** Opti-channel approach relies on robust communication data from various sources to make informed decisions. Clean data from CRM systems, customer preferences, and analytics needs to be accessible to craft the necessary communication workflows. * **Systems Compatibility:** For opti-channel to work, your existing tools that you use to govern various communication channels (email, SMS, social media, etc.) need to work together seamlessly. Building a seamless connection between these third-party apps is key to understanding various events and triggering the right communication workflows. * **Staying Agile in a Changing Landscape:** Customer communication preferences and the broader platform landscape are constantly evolving. Opti-channel strategies need to be adaptable. This means consistently monitoring the performance of existing channels, being prepared to integrate new ones as they gain popularity, and constantly reevaluating how to best reach your evolving customer base. **How Fyno Can Help You in Your Opti-channel Journey** ------------------------------------------------------ Fyno is designed to simplify the complexities of setting up and managing effective opti-channel communications. Here's how: * **Streamlined Setup:** Fyno removes the headaches of managing multiple communication channels individually. Our unified platform and straightforward integrations create a centralized hub for building your opti-channel strategy. * **Intelligent Workflows:** Forget guesswork. Fyno's tools let you design communication flows based on real customer data and preferences. Send the right message, on the right channel, triggered by customer actions – automatically. * **Data-Driven Optimization:** Track the success of each channel and campaign. Fyno's analytics uncover which strategies are working and where you can refine them for continued improvement over time. * **Focus on what matters:** With Fyno handling the technical complexity of opti-channel, you regain valuable time and resources. This allows you to focus on what truly drives results – crafting excellent customer experiences that build loyalty. And with Fyno's upcoming User Preferences feature, you'll empower customers to take control of their communication preferences. Users can easily set their ideal notification types and channels, ensuring your messages are always delivered the way they prefer. Conclusion ---------- Opti-channel strategies aren't just about better communication; they yield tangible outcomes. Businesses see increased engagement, reduced costs, and a clearer understanding of their customers. If you're searching for a solution that improves both your bottom-line and your customer experience, partnering with a provider like Fyno will put you on the path to success. Ready to start your opti-channel journey? Explore Fyno. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to reduce Whatsapp costs? Every business should know Author: Rohit Jain Published: 2024-02-15 Category: Articles Meta Title: 6 effective ways on how businesses can save WhatsApp costs Meta Description: WhatsApp is be the most engagement channel for communication yet expensive | How can Fyno intelligently reduce WhatsApp costs Tags: Communication costs, Insights, WhatsApp URL: https://www.fyno.io/blog/null In recent years, the digital communication landscape for businesses has seen a significant shift, with many moving away from traditional channels like SMS and email to embrace newer, more interactive platforms like WhatsApp. This transition is driven by the desire to meet customers where they are most active and to leverage the rich, engaging experiences that platforms like WhatsApp can provide. Digital-first businesses, in particular, have been quick to adopt WhatsApp because of: * Widespread usage * High engagement rates * Ability to send rich media messages, including images, videos, and interactive elements, which are not possible with SMS or email * Evolving technology that is innovating almost every week, providing various opportunities for businesses to grow WhatsApp’s appeal is further enhanced by its end-to-end encryption, ensuring secure conversations between businesses and their customers. The platform also offers features such as read receipts and the ability to easily start conversations, making it a more interactive and personal way to engage with customers. This has made WhatsApp an attractive option for customer service, marketing, and transactional communications. However, as businesses increasingly adopt WhatsApp, concerns around cost have become more prominent. Unlike SMS or email, where costs are relatively low and predictable, WhatsApp’s conversation-based pricing model can lead to higher expenses. There are two main types of conversations: user-initiated conversations, where businesses incur charges only when responding to a customer's message, and business-initiated conversations, which are activated when a business proactively reaches out to customers and often involve higher fees. Additionally, service conversations, which occur when a customer initiates contact, are the least expensive type of messaging, making them a cost-effective option for customer support. Before diving into how to save costs, let’s understand the pricing structure more clearly. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/save-communication-cost-using-fyno-1707992115244-compressed.png) WhatsApp Business pricing structure ----------------------------------- WhatsApp charges businesses for each 24-hour conversation window initiated with a customer, varying rates depending on the message type and the recipient’s country. You can find more about the 24-hour conversation window here with examples. The charge is only when messages you send to customers are delivered. The following are the charges in India: * **Marketing conversation:** ₹ 0.7265/conversation - 0.7846 * **Utility conversation:** ₹ 0.3082/conversation - 0.1 * **Service conversation:** ₹ 0.2906/conversation - 0.2906 If you are using a BSP to access WhatsApp APIs, you will pay 10-25% more. The [WhatsApp Business](https://www.fyno.io/blog/who-should-use-whatsapp-business-and-how-does-one-set-it-up) API pricing structure can vary significantly based on the WhatsApp Business Solution Provider chosen, so it's crucial to research different providers to find the best fit for your needs. Prima-facie is obviously more expensive than traditional channels like Email and SMS, which cost ~ 1 paisa per Email and ~ 15 paise per SMS. However, there are multiple reasons businesses opt for WhatsApp over SMS despite its higher cost. [Check here to dive deep into why businesses opt for WhatsApp over SMS.](https://fyno.superblog.cloud/why-whatsapp-is-a-great-alternative-to-sms-for-transactional-notifications) Now that we understand the cost structure (which is obviously expensive) let’s identify how businesses can control and reduce WhatsApp costs effectively without affecting customer experience. 6 effective ways to reduce WhatsApp costs ----------------------------------------- The last few cost-saving recipes are technology and intelligence, which can lead to significant savings. Utilizing free conversations through platforms like WhatsApp can help businesses interact with customers without incurring additional costs, especially when customers initiate contact through free entry points like click-to-WhatsApp ads. Additionally, free entry point conversations allow businesses to send templates during a three-day window without extra charges, enabling cost-effective marketing and service interactions. ### 1\. Work with a Tech partner instead of a BSP Business Service Providers who act as resellers of WhatsApp will almost always have an added margin of ~ 10-25% over and above the WhatsApp costs and some fixed platform or service fee. When you use a Tech Partner, you deal directly with WhatsApp for your commercials and payments and have access to the direct WhatsApp costs. Additionally, if you choose to use your private number, it will be converted into a business account, meaning you cannot have both types of accounts on the same number. This distinction is crucial when considering the WhatsApp Business App, the WhatsApp Business Platform, and other account types, each with its own limitations and requirements. A Tech Partner like Fyno will provide you with better technological access and all the necessary orchestration/workflow builders to use WhatsApp. This straightaway can save ~ 10-25% upfront.  [We have captured the benefits of working with a Tech Partner in detail here.](https://fyno.superblog.cloud/benefits-of-working-with-a-tech-partner-over-bsp) The most interesting part of working with a Meta tech partner is that it will give you very early access to its new features. Something like [WhatsApp flows](https://www.fyno.io/blog/whatsapp-flows-for-businesses-a-complete-guide-clypler3b002e12jdr4hxi7ry), for instance. ### 2\. Categorise template messages appropriately Ensure that you are correctly understanding and selecting the message category for your template. Sometimes, people may save and apply for a transactional/ utility message as a marketing message, which attracts the highest tier of WhatsApp charges (ie, 73 paise) per message rather than ~32 paise. ### 3\. Leverage free entry points * Click to WhatsApp Ad: If you are using Meta for Facebook and Instagram marketing as well, in some of your campaigns, you can use your Call to Action smartly to land the users in your WhatsApp channel. Such conversations will open a free 72-hour window with the customer. Now, one may read between the deals to identify that WhatsApp is not offering a great hack or a generous deal. WhatsApp is not charging for this since you are already paying Meta for the successful Ad campaign when someone clicks on the CTA. * Facebook Page—CTA: Now, this is really a freebie using WhatsApp and the Meta ecosystem. You can add a WhatsApp conversation button/ CTA to your Facebook page. Users who initiate a conversation with a business using that button open up a 72-hour free window with the customer. So, if your organic efforts/ content land your customer on the Facebook page, and such a user clicks on the WhatsApp CTA, a 72-hour free window will open. This is one example of an end-to-end free journey to establish a user touch point. Please note that for both of the free entry points discussed above, you need to respond within 24 hours to enjoy the 72-hour free window. The next 4 methods are only achievable using some sophisticated tech stack or infrastructure.  ​ ### 4\. Use intelligent multi-channel routing/ workflow​ Implementing intelligent multi-channel routing or workflow can significantly reduce communication costs for businesses, especially when considering the use of WhatsApp in conjunction with other channels like email, in-app notifications, and SMS. By prioritising messages on low-cost channels first and waiting for a brief period (15 minutes to 1 hour) to check if the message gets read before deciding to send a [WhatsApp message](https://www.fyno.io/blog/whatsapp-messages-not-getting-delivered-top-7-fixes-for-whatsapp-business-clztovvud0020103a19b5loji), businesses can potentially save on the higher costs associated with WhatsApp communications. ![Intelligent routing workflow](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/intelligent-routing-1707999201928-compressed.png) This strategy is particularly effective for non-time-sensitive communications, such as marketing messages, where the timing of message delivery is flexible. Even if 20% of users engage with the message on these alternative platforms, it saves ~20% of WhatsApp's overall costs. Imagine if you are paying a WhatsApp bill of $5000 each month; you can potentially save $1000+ or even more with this strategy. This approach underscores the importance of a well-thought-out multi-channel communication strategy that optimizes the use of various channels based on cost, engagement rates, and user preferences. In practice, this means leveraging tools and analytics to monitor where users are most likely to engage with communications and using this data to inform the channel choice. For example, if analytics indicate that a significant portion of the target audience engages with emails or reads [in-app notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications), these channels can be prioritized for initial communications.  If the desired engagement level is not reached within a certain timeframe, the communication can then be escalated to WhatsApp or other higher-cost channels. ### **5\. Leverage the 24-hour window intelligently** Many businesses use multiple WhatsApp numbers or accounts to message their customers. There can be multiple reasons - for example: * Different marketing teams independently run campaigns in silos. * A company has multiple segments, each with a different WhatsApp number. * Some users may have blocked one or more of the Company’s numbers, necessitating the Company to have multiple WhatsApp accounts. * Companies using different WhatsApp accounts for marketing, transactional or service messages ![save cost using whatsapp](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/cost-savings-1707992901503-compressed-1713439245645-compressed.png) Businesses operating multiple WhatsApp numbers can manage session tracking across these accounts. If a conversation with a customer is initiated from one number, Fyno ensures that all subsequent messages within the 24-hour window can be sent from the same number/account so that you don’t get charged additionally on the other account. This is particularly important for business-initiated conversations, where proactive outreach to customers can incur different fees based on the type of conversation and the necessity of using template messages. **Example:** A retail brand with separate WhatsApp numbers for customer service and promotional communications initiates a service conversation. Later, they decide to send a follow-up satisfaction survey and a promotional offer within the same 24-hour window. ![Utility and promotional in 24 hour window](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/cost-savings-on-whatsapp-1707998525146-compressed.png) They can ensure these messages can be sent from the service account, leveraging the open conversation window and avoiding additional session charges that would incur if the other account were used. For marketing messages, which are a significant component of digital communication strategies, the costs on WhatsApp can be notably higher compared to traditional SMS or email campaigns. ### 6\. Leverage user Intelligence​ A great start here is to understand your user base effectively. Often, service / transactional messages can improve engagement, retention, and repeat purchases more than an explicit marketing nudge with offers. ![User based whatsapp comms for retention](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/cost-savings-on-whatsapp-facebook-1707998582005-compressed.png) This evaluation is possible only by testing templates, gathering insights on how each template performed in terms of engagement, click rates/ open rates and then storing the intelligence per user to leverage it in future communications. Once you have these insights, you can ensure that every time a specific engagement and retention campaign is run, the appropriate category of WhatsApp messages is sent to users. Even if 20-30% of your users like service-based retention techniques, it will directly half your promotional WhatsApp costs while delivering a better communication experience. The platform offers analytics that enables businesses to monitor the performance and cost implications of different types of messages and conversation categories. Fyno's flexibility allows for real-time adjustments to strategies, ensuring that businesses can respond to data-driven insights by modifying their communication workflows to optimize for engagement and cost efficiency. By leveraging Fyno's modular communication infrastructure, businesses can ensure that their engineering and product teams are not barriers to optimizing WhatsApp usage and minimizing costs. Instead, they're empowered to implement logical workflows and change rules on the fly, taking full advantage of cost rationalization tips without being constrained by their codebase or initial platform design decisions. This approach helps not only control costs but also maintain agility and responsiveness in customer communication strategies. To sum it up ------------ Businesses must effectively navigate this cost-benefit landscape. Understanding how much WhatsApp Business costs is crucial for effective cost management. Strategies such as optimizing the use of the free conversation quota, leveraging other channels in conjunction with WhatsApp, and employing targeted communication tactics to reduce unnecessary messaging costs are becoming increasingly important. Navigating the costs associated with WhatsApp for business communications requires a nuanced understanding of the platform’s pricing model and an intelligent approach to message orchestration. A robust technology stack becomes critical here, enabling businesses to employ sophisticated strategies for minimizing costs without compromising on customer experience. Today's reality and why you need Fyno ------------------------------------- Unfortunately, many companies operate with limited technological capabilities, relying on basic communication services or marketing automation tools that lack the depth needed for effective cost management on platforms like WhatsApp. The WhatsApp Business Premium and WhatsApp Business Premium App offer enhanced features tailored for business use, providing a more organized way to manage customer interactions. However, they currently offer limited functionality and have some data protection concerns, making them less suitable for larger businesses. Such limitations often mean missing valuable opportunities to optimize messaging strategies and reduce expenses. In this context, a technology solution like Fyno becomes invaluable. Fyno’s advanced communication infrastructure and automated routing capabilities empower businesses to implement intelligent cost-saving measures seamlessly. Fyno’s status as Meta’s official tech partner underscores its proficiency in delivering WhatsApp-focused enhancements, highlighting its capability to navigate the platform’s complexities and unlock cost efficiencies. ### 1\. Advanced communication infrastructure Fyno’s modular communication platform integrates various [communication channels](https://write.superblog.ai/sites/supername/fyno/posts/clsn1dy7s003r9aj34cxtf49z/9 Communication channels that digital businesses must consider while creating their communication strategy) into a unified system. This omnichannel customer communication approach enables businesses to manage all their notifications from a single interface, reducing the complexity and cost of using multiple platforms. This ensures you can configure message routes to deliver through the most cost-effective channels, thereby reducing your communication costs [just like Blitz did](https://www.fyno.io/customers/blitzlogistics). Moreover, sophisticated routing and failover protocols enhance the reliability and efficiency of communications, contributing to further cost reductions. ### 2\. Integration with existing systems Fyno offers seamless integration with existing business systems, ensuring a smooth transition without disrupting ongoing operations - with a unified API. This integration capability allows businesses to enhance their communication strategies without significant upfront investments. Conclusion ---------- Reducing WhatsApp costs is crucial for businesses aiming to optimise their communication expenses. Implementing efficient multi-channel communication strategies, like those we offer, can significantly cut costs by over 30%. A robust technology stack is essential for managing these costs effectively, ensuring seamless operations, and automating complex workflows without taking any of your engineering bandwidth — that's our promise! Explore Fyno.io’s solutions to optimize WhatsApp communication costs, streamline processes, and achieve significant savings. Visit [Fyno.io](http://Fyno.io) to learn more and [request a demo today](https://app.fyno.io/schedule-demo). FAQs ---- ### **1\. How can working with a tech partner help reduce WhatsApp costs?** Working with a tech partner can save you approximately 10-25% upfront by avoiding the added margins and fixed fees associated with Business Service Providers (BSPs). ### **2\. What is the importance of categorising template messages correctly on WhatsApp?** Categorizing template messages correctly ensures you are not overpaying for message types. For example, categorising a transactional message as a marketing message can cost significantly more. ### **3\. How can leveraging free entry points like Click to WhatsApp Ads help save costs?** Using free entry points such as Click to WhatsApp Ads or a WhatsApp CTA on your Facebook page can open a 72-hour free window with the customer, saving on conversation charges during this period. ### **4\. What is intelligent multi-channel routing, and how does it help reduce costs?** Through intelligent multi-channel routing, you can start by sending a message through one channel and set a goal, such as ensuring it is delivered or read. Depending on whether the goal is met, you can then trigger the communication through another channel. This approach prevents spamming customers with the same message across multiple channels, thereby saving communication costs. ### **5\. How can businesses leverage the 24-hour conversation window effectively?** Businesses can manage session tracking across multiple WhatsApp accounts to ensure that all messages within the 24-hour window are sent from the same account, avoiding additional charges for new sessions. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp vs SMS: Why is WhatsApp a great alternative for transactional notifications? Author: Rohit Jain Published: 2024-02-13 Category: Articles Meta Title: Why WhatsApp is Revolutionizing Transactional Messaging Meta Description: Explore why WhatsApp is overtaking SMS for transactional messages with its secure, cost-effective, and highly engaging platform features Tags: Customer communication, WhatsApp, SMS URL: https://www.fyno.io/blog/why-whatsapp-is-a-great-alternative-to-sms-for-transactional-notifications In our fast-paced digital world, the efficiency and effectiveness of business communication channels are paramount. [Transactional messages](https://fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3), defined as automated, non-marketing messages businesses send to facilitate a transaction or provide a service update to the customer, stand at the core of this communication revolution. These messages include order confirmations, shipping notifications, appointment reminders, authentication OTPs, and much more. Given their wide reach and direct customer access, businesses have traditionally relied on SMS (Short Messaging Service) to send these critical communications. However, the landscape of transactional communications is rapidly changing, driven by evolving technology and changing consumer expectations. Despite the ubiquity of SMS and email, recent statistics reveal a shift towards more interactive and feature-rich platforms. According to a study by Twilio, while SMS and email continue to dominate, an increasing number of businesses are exploring alternative channels like WhatsApp, which offer enhanced engagement, security, and brand visibility. WhatsApp requires a stable internet connection to function, unlike SMS, which can be sent without it, making SMS a reliable choice in areas with poor connectivity. Before understanding why WhatsApp is picking up pace or how newer channels like Rich Communication Service (RCS) are finding opportunities, it is important to understand what’s wrong with legacy platforms like SMS and Email. ![WhatsApp for transactional communications](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-for-transactioanal-messaging-1708321292328-compressed.png) The inefficiencies of SMS for transactional communications ---------------------------------------------------------- While SMS has been a leader for many years, its limitations are becoming more apparent. SMS technology is now considered ancient and non-evolving, leading to survival risk. Despite these limitations, SMS marketing remains effective due to its direct and immediate communication capabilities. Here are the top 11 problems that persist in SMS technology that are leading to its downfall: 1. **Lower delivery rates:** SMS delivery is unreliable and impacted by carrier issues and signal availability. The best delivery rate that businesses can achieve at scale is ~ 90%. ‍**‍** * If SMS is used as a channel for delivering OTPs for authentication at the time of login, it means 10% of users drop off at the time of login. ‍ * If SMS is used to confirm a payment, 10% of the total users cannot complete the purchase, directly resulting in revenue loss. In fact, this is one of the biggest reasons for credit and debit card payment failures. Neo-banking companies like OneCard have eliminated this issue by eliminating SMS for authentication and using swipe technology on the application. Additionally, the limitations of SMS in sending bulk or automated messages impact marketing communication strategies. Platforms like WhatsApp restrict such practices, pushing businesses to explore alternatives like SMS marketing, which allows effective mass messaging while enabling personalization. 1. **Vintage technology:** SMS works on a complex SMPP protocol, which is an age-old technology in the world where people are building advanced applications on blockchain. There has been very limited innovation in this technology. Most of the innovations are happening on internet-led messaging platforms like WhatsApp. **‍** 2. **Lack of trust indicators:** SMS, with its limitations on sender ID formatting, often reduces brand names to unrecognisable abbreviations, with random prefixes (such as TX/VX/KX) followed by a mere six characters for the actual name. Moreover, the inability to include logos or images further diminishes brand presence in SMS communications. ‍ 3. **Inconsistent delivery rates**: The delivery rates for SMS can vary widely based on geographic regions and local telecom provider policies. This inconsistency can lead to messages not reaching their intended recipients, which is particularly problematic for transactional notifications that require timely delivery. 4. **The blockers for global businesses to send SMS in India:** Global companies like Amazon, Google, YouTube and Facebook cannot send messages to their users in India using the normal route. They have to specifically use the International Long Distance Operator route to send SMS in India. Under this route, they are forced to use random numbers to send messages in India, which can confuse customers and erode trust (see Figure 1 below for a screenshot of SMS from Facebook under the ILDO route). This also costs them ~ INR 4 for each SMS. Whenever you trigger a 2-factor authentication code via SMS from Facebook or Google, they spend ~ INR 4 to send you the code. Recognizing these challenges, many global companies are now migrating their transactional communications to WhatsApp. This shift overcomes not only SMS’s inherent limitations but also leverages WhatsApp’s robust platform to enhance customer engagement and trust through a more polished and recognisable brand presentation (look at Figure 2 below for a screenshot of Amazon using WhatsApp for sending transactional alerts to Indian users). 1. **Lack of engagement metrics:** SMS cannot provide the engagement metrics that analysts seek to improve their product. Without open or read receipts, businesses cannot gauge the effectiveness of their SMS. 2. **Rich media incompatibility:** The inability to support images, files, or rich text diminishes the customer experience. In a world where people convey their intent, feelings, and requirements through simple emojis, SMS only permits the traditional alphanumeric approach to communication. 3. **Character limitations:** SMS confines messages to 160 characters, escalating costs for longer messages. 4. **Manual approval processes:** Regulatory mechanisms like DLT require cumbersome manual approval for each message template. 5. **Inability to support responses or interactive elements:** SMS cannot incorporate call-to-action buttons or links, limiting engagement potential. Also, users or customers cannot even respond to businesses on SMS as the current technology cannot handle responses.‍ 6. **Cost inefficiency:** Despite its limitations, SMS costs significantly more than email and in some cases SMS as well, which offers far greater functionality.**‍** 7. **Lack of transparency in invoicing:** Many cPaaS companies charge for SMS consumption/ usage regardless of whether the message was delivered to the user. This means that the business pays for SMS that are not delivered as well. While we believe that SMS technology is heading towards its doomsday, there are very strong reasons why we believe that it will continue to dominate transactional messaging for at least this decade. We have separately covered this in our article here.​‍ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65cb0840f7281c7bb1e05781img8130-1707991127978-original.jpg) Fig 1: Facebook sending OTP to users in India using the ILDO route ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65cb0899e270c567efaab32eimg791356696090-1-1707991128342-original.jpeg) Fig 2: Amazon sending transactional alerts to users in India using Whatsapp The shift towards rich messaging platforms ------------------------------------------ As businesses seek to overcome SMS’s challenges, rich messaging platforms like WhatsApp are emerging as the future of transactional communications. As a messaging app, WhatsApp not only addresses SMS’s inefficiencies but also introduces a suite of features that enhance customer interaction. With capabilities for end-to-end encryption, multimedia support, verified business accounts, and detailed engagement analytics, WhatsApp provides a more secure, interactive, and brand-aligned communication channel. This shift signifies a broader trend away from traditional SMS towards platforms that can meet the modern consumer’s expectations for immediacy, interactivity, and security. As we move forward, the transition to rich messaging platforms like WhatsApp is not just an alternative but a necessary evolution for businesses aiming to thrive in the digital communication landscape. ### The rise of WhatsApp WhatsApp has become one of the most popular messaging platforms worldwide, boasting ~2.7 billion active users. Its widespread adoption can be attributed to its user-friendly interface, robust features, and the ability to send multimedia messages, which SMS cannot offer. This shift towards WhatsApp addresses many inefficiencies associated with traditional SMS, such as limited character count and lack of multimedia support. When considering 'is WhatsApp better than texting,' it is essential to compare the features, benefits, and drawbacks of both platforms to determine the best choice for individual or business needs. 13 reasons why businesses should use WhatsApp for transactional communications ------------------------------------------------------------------------------ WhatsApp offers businesses extensive reach, cost-effectiveness, and enhanced features for transactional communications. With instant delivery, read receipts and rich media support, messages are promptly received and detailed. When comparing WhatsApp vs SMS for transactional communications, WhatsApp stands out due to its advanced features and higher engagement rates. The reasons why businesses should ditch SMS and use WhatsApp for their transactional communications are as follows. 1. **Ubiquity and accessibility** 2. **API protocol** 3. **End-to-end encryption** 4. **Trust** 5. **Conversational and response management** 6. **Efficient customer support** 7. **Cost-effective communication** 8. **High open and read rates** 9. **Automated messaging and chatbots** 10. **Global reach with local presence** 11. **Integration with business systems** 12. **Feedback and customer insights** 13. **Continuous innovations** Let’s go through each one of them in detail now. 1. **Ubiquity and accessibility**: WhatsApp boasts over 2.5 billion active users worldwide, making it one of the most accessible messaging platforms. Its ubiquity ensures that businesses can reach a vast audience, including those in regions where other communication channels might be less prevalent. This widespread use increases engagement rates and a more seamless customer communication experience. 2. **API protocol**: WhatsApp’s business messaging platform is built with the modern API protocol, and the ecosystem that WhatsApp has developed for technology companies like Fyno to partner with them will foster continuous innovation, ultimately making it easy for businesses to access and use WhatsApp solutions. [Check out our detailed article on Meta’s tech partner ecosystem here.](https://fyno.io/blog/whatsapps-new-tech-partner-ecosystem-a-game-changer-for-business-communication) 3. **End-to-end encryption**: One of the paramount concerns for both businesses and customers today is data security. WhatsApp offers end-to-end encryption, ensuring that messages, files, and even voice notes are securely transmitted. This level of security builds trust among users, making it an ideal platform for exchanging sensitive information such as payment confirmations and personal data. 4. **Trust:** WhatsApp allows businesses to fully configure their brand name, incorporate their logo, and even achieve verified status through a green tick. This verification not only enhances brand visibility but also significantly boosts customer trust by validating the authenticity of the communication. Businesses can use a [logo maker](https://www.brandcrowd.com/logo-maker) to create a professional and eye-catching logo that enhances brand recognition and credibility. 5. **Conversational and response management**: Unlike SMS, WhatsApp can manage customer responses and allows businesses to configure automatic replies or set up a support assistant to help the user. ‍ 6. **Efficient customer support**: WhatsApp enables real-time customer support, allowing businesses to address queries, resolve issues, and provide assistance promptly. The platform supports rich media, including images, videos, and documents, making it easier to clarify customer questions and offer detailed support. This immediacy and multimedia capability significantly enhance the quality of customer service. 7. **Cost-effective communication**: Compared to traditional SMS or email marketing, WhatsApp is a more cost-effective solution for transactional communications. It allows businesses to send notifications, alerts, and updates without incurring the high costs of other channels. This efficiency makes it particularly appealing for small to medium-sized enterprises (SMEs) looking to optimize their communication budgets. While SMS costs ~ 12 - 15 paise for each 160-character message to users, WhatsApp charges the below based on your type of messaging for a 24-hour session between the business and the user. Coversation Type Old Cost  (**₹/**conversation) New Cost (**₹/**conversation) Marketing         **₹** 0.7265          **₹** 0.7846 Utility         **₹** 0.3082           **₹** 0.1 Service         **₹** 0.2906          **₹** 0.2906 So, based on the type of message, businesses will be charged **once with a 24-hour window** to connect with the user. WhatsApp is almost always a better, more cost-effective alternative for companies that engage with their users frequently.‍ 1. **High open and read rates**: WhatsApp messages boast exceptionally high open and read rates compared to SMS messages. The personal and direct nature of messaging results in quicker customer responses, making it an effective channel for time-sensitive communications such as order confirmations, shipping updates, and appointment reminders.‍ 2. **Automated messaging and chatbots**: The platform supports the use of automated messages and AI-driven chatbots, enabling businesses to scale their communication efforts efficiently. These technologies can handle routine inquiries and transactions, allowing human agents to focus on more complex customer needs. Automation also ensures that customers receive instant responses, even outside of regular business hours.‍ 3. **Global reach with local presence:** WhatsApp allows businesses to establish a local presence globally without needing a physical office in every country. With features like [WhatsApp Business API](https://www.fyno.io/blog/whatsapp-and-all-its-different-types-of-accounts), companies can manage communications across different regions and languages, tailoring their messages to meet local market needs and preferences.‍ 4. **Integration with business systems:** WhatsApp can be integrated with various business systems and platforms, including CRM, ERP, and e-commerce systems. This integration streamlines workflows and ensures that customer communications are aligned with other business processes, enhancing efficiency and reducing the potential for errors.‍ 5. **Feedback and customer insights**: Finally, WhatsApp facilitates easy customer feedback collection through polls, surveys, and direct messages. This feedback is invaluable for businesses seeking to understand customer preferences, improve products and services, and make informed decisions based on real-time insights.‍ 6. **Continuous innovation:** Meta has only recently started monetising WhatsApp. The innovation team at Meta is continuously working towards building amazing feature sets on WhatsApp that make it the centre of customer experience. With billions of dollars invested in continuous innovation, WhatsApp is poised to become a technological communication marvel, with limited to no competition in the foreseeable future. How can Fyno help ----------------- [Fyno](https://www.fyno.io/) is designed to streamline and enhance your communication strategies by integrating WhatsApp, offering a powerful alternative to traditional SMS for transactional notifications. Fyno can help businesses send SMS messages and [WhatsApp messages](https://www.fyno.io/blog/whatsapp-messages-not-getting-delivered-top-7-fixes-for-whatsapp-business-clztovvud0020103a19b5loji) effectively. Here’s how Fyno can assist: 1. **Accessibility**: WhatsApp can be accessed on any mobile phone, making it a universally accessible communication method. 2. **Real-time messaging**: Fyno’s infrastructure ensures that your messages are delivered in real-time, providing immediate customer engagement. This is particularly crucial for transactional messages where timing is everything. Additionally, WhatsApp can be used for both promotional and transactional SMS, allowing businesses to promote offers and products while also delivering essential information related to customer actions. 3. **High deliverability rates**: With Fyno, you can achieve up to [100% deliverability](https://www.fyno.io/100-deliverability), ensuring that your critical communications always reach their intended recipients. WhatsApp is also highly effective for sending promotional messages and driving engagement and conversions while maintaining high deliverability. ### Advanced analytics and reporting 1. **Insightful analytics**: Fyno offers comprehensive analytics and reporting tools that help you understand your communication performance. You can track metrics such as delivery rates, open rates, and customer engagement levels, comparing the differences in analytics between SMS messaging and WhatsApp messaging. 2. **Data-driven decisions**: Use Fyno’s insights to make informed decisions and optimise your communication strategies for better results. Tracking metrics for transactional SMS is crucial for delivering important information like order confirmations and payment alerts, ensuring compliance and enhancing the customer experience. ### Ensuring compliance and security 1. **Regulatory compliance**: Fyno ensures that all your communications comply with relevant regulations, such as ISO, [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7), and SOC2. This is particularly important for sectors like BFSI, where data security is paramount. Additionally, Fyno adheres to compliance requirements for transactional SMS messages, ensuring that essential information is communicated to customers in accordance with regulations like the TCPA. 2. **Enhanced security measures**: Fyno employs advanced security features, such as access controls, to protect your communication data from unauthorized access and breaches. These measures are crucial for safeguarding transactional text messages, ensuring that sensitive information remains secure and enhancing customer trust. ### Seamless integration with existing systems 1. **Universal API**: Fyno’s universal API allows for easy [integration](https://www.fyno.io/integrations) with various communication channels and providers. This ensures that you can manage all your communications from a single platform, including sending promotional SMS messages and WhatsApp messages. 2. **No-code automation**: With Fyno, you can create your communication workflows without writing a single line of code, saving valuable engineering time and resources. The platform also supports the integration of text message functionalities, enabling businesses to send transactional messages and promotional content seamlessly. Conclusion ---------- Incorporating WhatsApp into a business’s transactional communication strategy offers numerous benefits, from enhanced security and customer support to cost efficiency and personalised engagement. Its global reach and high user engagement rates make it an indispensable tool for businesses aiming to stay competitive in the digital landscape. Using WhatsApp for transactional communications can be more beneficial than SMS messages, providing richer interactions and better customer engagement. By leveraging WhatsApp’s capabilities, companies can significantly improve their customer communication and operational efficiency, ultimately driving growth and customer satisfaction. However, it is important to recognize the critical role of transactional SMS in delivering important, non-promotional information such as order confirmations, delivery notifications, and payment alerts. FAQs ---- ### 1\. Why should businesses consider WhatsApp vs text message for transactional notifications? WhatsApp offers higher open and read rates, enhanced security with end-to-end encryption, and the ability to send multimedia messages, making it a more effective and engaging platform than SMS. ### **2\. What types of transactional messages can be sent via WhatsApp?** Businesses can send order confirmations, shipping notifications, appointment reminders, authentication OTPs, and more using WhatsApp. ### **3\. Is WhatsApp cost-effective compared to SMS for business communications?** Yes, WhatsApp is generally more cost-effective, especially for frequent communications, as it offers lower costs per message session and higher engagement rates. ### **4\. What security advantages does WhatsApp offer for transactional communications?** WhatsApp provides end-to-end encryption, ensuring that messages are securely transmitted and only accessible to the intended recipients, which is crucial for sensitive information. ### **5\. Can WhatsApp be integrated with existing business systems?** Yes, WhatsApp can seamlessly integrate with various business systems like CRM and ERP, allowing for streamlined workflows and efficient communication management. ### **6\. How can businesses track the performance of their transactional messages on WhatsApp?** Businesses can use WhatsApp’s detailed engagement analytics to track metrics like delivery rates, open rates, and customer responses, helping them optimise their communication strategies. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The Enduring Dominance of SMS in the Digital Age: Insights from India and Beyond Author: Rohit Jain Published: 2024-02-12 Category: Articles Tags: Communication costs, Insights, WhatsApp, SMS URL: https://www.fyno.io/blog/the-enduring-dominance-of-sms-in-the-digital-age-insights-from-india-and-beyond ![SMS vs WhatsApp for transactional alerts](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/sms-vs-whatsapp-for-transactional-alerts-1708321428683-compressed.png) Contents * [](#) * [Introduction](#introduction) * [8 reasons on why SMS still dominates transactional messaging](#8-reasons-on-why-sms-still-dominates-transactional-messaging) * [1\. Accessibility and Reach](#1-accessibility-and-reach) * [2\. Simplicity and Universality](#2-simplicity-and-universality) * [3\. Reliability and Speed](#3-reliability-and-speed) * [4\. Regulatory Support and Security](#4-regulatory-support-and-security) * [5\. Frictionless Experience with Message Keypads](#5-frictionless-experience-with-message-keypads) * [6\. Maturity and Stability](#6-maturity-and-stability) * [7\. User Expectations](#7-user-expectations) * [8\. Regulatory Requirements](#8-regulatory-requirements) * [The Rising Significance of WhatsApp](#the-rising-significance-of-whatsapp) * [Can RCS be a viable substitute for SMS?](#can-rcs-be-a-viable-substitute-for-sms) * [Conclusion](#conclusion) Introduction ------------ In an era marked by rapid digital transformation, the humble **Short Message Service (SMS)** continues to be the preferred medium for transactional notifications. Before diving deep into reasons of why SMS is still dominating as a preferred channel for sending transactional notifications, let's briefly understand what transactional notifications are. #### What are transactional notifications or messages? Transactional notifications or are automated messages sent to users to inform them of important events or transactions related to their account or service they are using. Quick examples here would be alerts for bank transactions, password resets, appointment reminders, and One-Time Passwords (OTPs) for authentication purposes. In order to ensure you have the right frame of references, here are quick indsutry-wise examples of [transactional message](https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3) that you would come across as a consumer/ user on a day-to-day basis: * **Logistics and E-commerce:** Real-time delivery updates, shipping confirmations, and return processing notifications. * **Banking and Finance:** Transaction confirmations, balance updates, and fraud alerts. * **Utilities and Services:** Payment reminders, service disruption alerts, and usage reports. Transactional notifications play a pivotal role in the infrastructure of modern digital services, as they are essential for enhancing user experience, ensuring security, and maintaining seamless communication, . Despite the evolution of various messaging platforms, SMS's unparalleled reach, reliability, and regulatory compliance ensure its ongoing relevance, especially in India and other emerging economies. This article dives deeper into reasons behind SMS's enduring popularity and effectiveness for delivering transactional notifications, and how it has maintained its dominance despite the growing penetration of WhatsApp and other modern messaging platforms. 8 reasons on why SMS still dominates transactional messaging ------------------------------------------------------------ ### 1\. Accessibility and Reach The most important reason for SMS's dominance is its unmatched accessibility. It does not require internet to deliver a message to the handset user. Despite of a significant digital push in India and other emerging economies, internet penetration still stands at approximately 45% as of 2023, leaving a considerable portion of the population beyond the reach of internet-based services. Without internet, all other channels of communications except for SMS are literally lost. This ubiquity makes it the most inclusive method for delivering OTPs and transactional messages, ensuring no demographic is left behind in the digital divide. Without SMS, digital companies will have to potentially lose access to millions of potential users in India. ### 2\. Simplicity and Universality The simplicity of SMS technology is another critical factor in its widespread adoption. Its universal compatibility across devices means that users, regardless of their phone's make, model, or operating system, can receive and send SMS messages. This simplicity extends to the user experience as well, with SMS offering a straightforward, no-frills method for receiving crucial transactional information and OTPs, fostering trust and reliability in digital transactions. ### 3\. Reliability and Speed SMS boasts of a reliability that is hard to match. With near-instant delivery times and a high success rate, SMS services ensure that time-sensitive information, such as OTPs for banking transactions, reaches the recipient promptly. This speed and reliability are crucial in maintaining the fluidity and security of digital transactions, contributing significantly to user satisfaction and trust in digital platforms. One may argue that WhatsApp or other digital channels are faster, but the reality of data suggests otherwise. WhatsApp's deliverability largely depends on the internet being present in user's device **and** being on at the time of message being sent. But SMS does not have any such dependencies, naturally making it a winner. ### 4\. Regulatory Support and Security In India, regulatory bodies like the Telecom Regulatory Authority of India (TRAI) have set stringent guidelines for the use of SMS in financial and other critical communications, underpinning its role as a secure and reliable channel. These regulations, coupled with the inherent security features of SMS, such as SIM-based authentication, make it a preferred choice for sensitive communications. While WhatsApp has also advanced itself in security offerings, it is still not 100% secure as receiving WhatsApp messages does not still have SIM-based authentication. You can still receive WhatsApp on a number, the SIM card of which is configured on a different device. Hence, security-wise as well, SMS is still leading. ### 5\. Frictionless Experience with Message Keypads The integration of SMS with mobile operating systems allows for a seamless user experience, particularly with the auto-reading of OTPs. This feature eliminates the need for users to switch between apps, reducing friction and potential transaction drop-offs. The direct reading capability of SMS, a feature not currently replicated by WhatsApp or email, ensures a smooth and efficient process for completing transactions, especially critical in maintaining the integrity of payment pages and preventing potential revenue losses. ### 6\. Maturity and Stability Having matured over three decades, SMS technology offers stability and speed unmatched by newer technologies. Its established infrastructure and widespread acceptance among telecom providers and businesses alike make it a dependable choice for transactional communications. ### 7\. User Expectations While SMS abuse by businesses have spread a hatred among users, with inbox being the most annoying application in their phone, SMS inbox has an involuntary recall whenever users try to validate a critical transaction. Not receiving an SMS at the right time may infact cause users to become suspicious about their transaction. ### 8\. Regulatory Requirements Regulatory authorities like the Reserve Bank of India (RBI) and Securities and Exchange Board of India (SEBI) have also mandated regulated entities like banks, lending companies, stock exchange brokers and other market participants to mandatorily send SMS for every important update in the User's account. These requirements are direct promises to telecom companies assuring their SMS businesses for survival. > Fun-fact: While UPI is free for all users in India, for every UPI transaction, banks have a mandate to send a transaction alert to payer and receiver. Each SMS will cost the bank 8-12 paise. Two such SMSs (one to payer and another to receiver) costs 16-24 paise. So while UPI is free for users, banks have to incur ~ 20 paise per transaction only to send SMS. Now if users to petty UPI transactions of INR 10, banks are spending 2% of the transaction value only on SMS. The Rising Significance of WhatsApp ----------------------------------- While WhatsApp has emerged as a powerful platform for transactional communications, offering rich content delivery and end-to-end encryption, its reliance on internet connectivity and the need for a smartphone app limit its universality. Regulatory and security considerations further constrain its ability to fully replace SMS as the primary channel for critical communications. However, WhatsApp serves as an excellent supplementary channel, enhancing customer engagement with richer media capabilities while SMS continues to provide the backbone for secure, reliable, and inclusive transactional communications. Can RCS be a viable substitute for SMS? --------------------------------------- Rich Communication Services (RCS) is heralded as the next evolution of SMS, offering a richer, more interactive messaging experience that includes features like read receipts, typing indicators, high-resolution media sharing, and interactive buttons. RCS is a google technology. Despite its advanced capabilities designed to bring traditional text messaging into the era of modern messaging apps, RCS faces several challenges in displacing SMS. Firstly, the adoption of RCS requires both sender and recipient devices to support the protocol, limiting its reach compared to the nearly universal compatibility of SMS. Additionally, RCS's reliance on data connectivity means it cannot provide the same level of accessibility in regions with limited or unreliable internet service, a domain where SMS still reigns supreme. Moreover, the rollout of RCS has been uneven across carriers and regions, leading to fragmentation and inconsistency in user experience. Finally, RCS must navigate complex regulatory environments and earn the trust of users and businesses alike in terms of privacy and security, areas where SMS has established a long-standing track record. These challenges highlight the hurdles RCS must overcome to become a true successor to SMS in the realm of transactional communications. Conclusion ---------- In conclusion, the intrinsic characteristics of SMS - its accessibility, simplicity, reliability, and regulatory compliance, cement its status as the cornerstone of transactional communications in India and other emerging economies. While platforms like WhatsApp and RCS offer valuable complementary capabilities, the foundational role of SMS in the digital communications landscape is unassailable. As technology evolves, the synergy between SMS and internet-based messaging services will be pivotal in shaping the future of transactional communications, ensuring inclusivity, security, and efficiency in the digital age. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Benefits of Working With a Tech Partner Over BSP Author: Rohit Jain Published: 2024-02-09 Category: Articles Tags: Communication costs, Insights, WhatsApp URL: https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp ![WhatsApp tech partner is better than BSP](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-tech-partner1-1708322172630-compressed.png) Contents * [Introduction](#introduction) * [Meta’s Tech Partner Program](#metas-tech-partner-program) * [Benefits of working with a tech partner over a BSP](#benefits-of-working-with-a-tech-partner-over-a-bsp) * [Tech Partner vs. BSP: At a Glance](#tech-partner-vs-bsp-at-a-glance) * [Fyno: Your Partner in Innovation](#fyno-your-partner-in-innovation) * [Elevate Your Customer Engagement with Fyno](#elevate-your-customer-engagement-with-fyno) Introduction ------------ In today's digital-first market, engaging with customers through their preferred channels is not just an option, but a necessity. Among these, WhatsApp stands out as a critical communication channel for businesses, offering a direct and personal way to communicate. Traditionally, businesses have turned to Business Solution Partners (BSPs) for access to WhatsApp's cloud API. The BSPs take care of the onboarding, and give a line of credit to send out messages to customers. Even though it is a good way to get started, working with BSPs only offer integration with WhatsApp cloud API and basic support. As a growing business, you need more capabilities to provide an exceptional customer experience. And Meta’s tech partner program here to help you achieve that. Meta’s Tech Partner Program --------------------------- Meta recently launched their Tech Partner Program, allowing independent software vendors (ISVs) to directly integrate with the WhatsApp Business API. Companies like Fyno, who are part of this program, have direct API access to help businesses get access to WhatsApp business features faster. [The detailed break-down of the new WhatsApp Tech Partner ecosystem and how does it change the existing BSP ecosystem is captured here](https://www.fyno.io/blog/whatsapps-new-tech-partner-ecosystem-a-game-changer-for-business-communication#strongthe-changing-landscape-for-bsps-navigating-new-roles-and-challengesstrong%E2%80%8D). The Tech Partner initiative allows businesses to effectively manage their company’s communication infrastructure with added benefits and flexibility. Lets look at the benefits in detail. Benefits of working with a tech partner over a BSP -------------------------------------------------- Opting for a tech partner under Meta's program, such as Fyno, brings unparalleled benefits: 1. ‍**Direct API Access:** Tech Partners offer direct access to WhatsApp's Business API, bypassing the need for  intermediaries. This translates into faster, more efficient integrations. For example, you can set up a new Meta-verified WhatsApp business account in just 20 minutes with Fyno. 2. **Overcoming BSP-Level Limitations:** Choosing a tech partner like Fyno over BSPs removes the restrictive layers and limitations that BSPs impose, such as relying on on-premise APIs that introduce additional infrastructure dependencies and inefficiencies in message delivery. For example, while many BSPs limit messaging rates to 30 messages per second, direct access through a tech partner to WhatsApp's cloud API supports up to 80 messages per second, allowing for more efficient and effective customer communication. 3. **Access to more features**: BSPs, with their diverse offerings and focus on margins, don't give WhatsApp dedicated focus and support. In contrast, tech partners like Fyno expands your access to features and ensures dedicated focus on optimizing WhatsApp and helps you leverage its power to the fullest. In addition to unlocking WhatsApp's full potential, Fyno offers a centralized platform where you can seamlessly manage multiple communication channels, create workflows, and control your templates – streamlining your customer interactions across various touch points.**‍ ** 4. **Transparent Billing**: When working with a BSP, your WhatsApp messaging costs include a markup that covers the BSP's margin for reselling WhatsApp access — usually ranging from 5% to 20% depending on usage. This means you don't have complete visibility into WhatsApp's actual usage fees. With a Tech Partner like Fyno, you are billed directly by Meta. This setup provides complete transparency into your actual WhatsApp costs without any hidden fees layered in. You'll have clarity into exactly what you're paying Meta for interacting with customers over WhatsApp.**‍ ** 5. **Early Access to New Features**: Partnering with a Tech Partner offers the advantage of early access to new WhatsApp features and innovations, well before they become available through Business Solution Partners (BSPs). Unlike BSPs who are resellers, Tech Partners are technology-focused intermediaries with the expertise to rapidly integrate WhatsApp's evolving features into their platforms. This makes a Tech Partner the ideal choice for businesses seeking to stay ahead of the curve, especially when compared to BSPs who may face challenges keeping pace with WhatsApp's rapid innovation.**‍ ** 6. **Zero Maintenance Fees**: Tech partners don’t charge you a maintenance fee like BSPs do. We provide free access to Meta's cloud APIs, meaning you can integrate WhatsApp into your tech stack without any additional charge from us. Essentially, your WhatsApp access through Fyno is entirely free, and you'll only pay WhatsApp directly for your actual usage. > This arrangement makes integrating WhatsApp more cost-effective and ensures that your expenses directly reflect your usage, offering a transparent and scalable approach to managing your customer communications. Tech Partner vs. BSP: At a Glance --------------------------------- If you’re in a hurry, here’s a table that summarizes the difference between a Tech Partner and a BSP. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65c62e994cf4907acd7de288techpercent20partnerpercent20vspercent20bsppercent20graph-1707991129630-original.png) Tech Partner > BSP Why build another app when 2 billion users are already on WhatsApp? Build app-like experiences within WhatsApp, without any API changes [Learn more](https://www.fyno.io/whatsapp-flows)[Try Fyno for Free](https://app.fyno.io/login) Fyno: Your Partner in Innovation -------------------------------- As a Meta-verified Tech Partner, Fyno offers businesses a powerful foundation to streamline their customer communication. If you're looking to onboard merchants or customers seamlessly, our robust backend stack and user-friendly frontend APIs make the process efficient and customizable. Beyond simply providing access to Meta's services, Fyno empowers you with advanced features like omnichannel failover systems, behavior-based workflows, and comprehensive template management. With Fyno, you're not just adopting a tool; you're embracing a comprehensive strategy that scales alongside your evolving communication needs. Elevate Your Customer Engagement with Fyno ------------------------------------------ The journey towards exceptional customer engagement is ongoing, but with Fyno, you have a partner equipped to navigate its complexities. Our expertise and innovative platform, backed by the robust capabilities of Meta’s WhatsApp Business API, offer a seamless, integrated approach to meeting your customers where they are. Ready to transform your customer communication strategy? Reach out to Fyno and discover how we can tailor our technology to your business’s unique needs. ‍ ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## WhatsApp's New Tech Partner Ecosystem: A Game Changer for Business Communication Author: Rohit Jain Published: 2024-02-09 Category: Articles Tags: Insights, WhatsApp URL: https://www.fyno.io/blog/whatsapps-new-tech-partner-ecosystem-a-game-changer-for-business-communication ![WhatsApp partner ecosystem](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/whatsapp-tech-partner-1708322291200-compressed.png) Contents * [Introduction](#introduction) * [WhatsApp's Evolution for Businesses](#whatsapps-evolution-for-businesses) * [Decoding the new Tech Partner Ecosystem](#decoding-the-new-tech-partner-ecosystem) * [Who is a Tech Partner?](#who-is-a-tech-partner) * [The Changing Landscape for BSPs: Navigating New Roles and Challenges](#the-changing-landscape-for-bsps-navigating-new-roles-and-challenges) * [How does the Industry stand to benefit from this?](#how-does-the-industry-stand-to-benefit-from-this) * [Fyno's Rapid Ascension to Tech Partner Status](#fynos-rapid-ascension-to-tech-partner-status) * [Conclusion](#conclusion) Introduction ------------ Since its inception, WhatsApp has significantly transitioned from a peer-to-peer messaging platform to a crucial touchpoint for businesses worldwide. With Meta's continuous evolution of WhatsApp's features, it's clear that the platform is not just another communication tool but a potential disruptor in the business ecosystem of this decade. At the heart of this transformation is the announcement of a new Tech Partner ecosystem, poised to redefine how businesses engage with customers. WhatsApp's Evolution for Businesses ----------------------------------- WhatsApp's journey towards becoming an indispensable business tool is marked by its innovative approach to business messaging. What started as a simple app for personal communication has evolved into a comprehensive platform for customer engagement, support, and transactional messaging. What was once acquired by Meta for $19 billion a decade ago can potentially become source of trillions of dollar of revenues. Previously, business messaging was restricted to SMS and Emails. WhatsApp's entry into this market has reduced the SMS market by less than half of what it was 5 years ago (no wonder valuation of companies like Twilio has fallen over 80% on the Nasdaq). In fact, interestingly companies like Twilio and MessageBird that had dominating revenues from SMS as their leading growth engine have completely pivoted to being a new age engagement tool. [Read the recent announcement of MessageBird here.](https://techcrunch.com/2024/02/01/messagebird-rebrands-as-bird-and-slashes-prices-by-90-on-sms-to-take-on-twilio/) Being driven by data and internet, WhatsApp obviously outsmarts the vintage SMS technology that can only transmit alpha-numeric vanilla text. WhatsApp's rich texting capabilities with media, emojis etc., naturally places it a notch higher for effective business communication. > Meta is continuously innovating templating and interaction technology for businesses and the impact is already visible to end-customers, but there is a lot also happening in the B2B ecosystem of Meta, where billion dollar opportunities are getting created for tech innovators, ultimately helping Meta to become the  #1 business messaging platform in the world. Decoding the new Tech Partner Ecosystem --------------------------------------- ### Who is a Tech Partner? A Tech Partner is an organization that collaborates with WhatsApp to develop tools, platforms, or solutions that enhance the functionality and capabilities of the WhatsApp Business API and make it accessible to businesses for exploitation. These partners specialize in areas such as messaging automation, CRM integration, analytics, or security and compliance. Tech partners work closely with WhatsApp to ensure that their solutions are compatible with the WhatsApp Business API and meet the platform's standards and guidelines. They businesses with software development kits (SDKs), APIs, documentation, and technical support to facilitate the integration process and enable businesses to leverage WhatsApp's messaging platform effectively. To become a Tech Partner of WhatsApp, an organisation needs to first register with Meta as a Tech Provider, and demonstrate its capability of driving tech and business innovation by meeting some business eligibility criteria. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65c6158d4499412b47d7d222bsppercent20vspercent20techpercent20partner-1707991130475-original.png) BSP ecosystem vs New Tech Partner ecosystem ##### How is this different from the existing Business Solution Provider (BSP)? WhatsApp's Business Solution Provider (BSP) ecosystem was a framework introduced by WhatsApp to leverage the strength and power of existing cPaaS companies to popularize the use of WhatsApp for business messaging. CPaaS organisations like Twilio, MessageBird etc., immediately partnered with Meta as BSPs in advancing WhatsApp for businesses. Under the new Partner ecosystem, BSPs are reconfigured as Solution providers that are now responsible for invoicing/ billing and spreading awareness of WhatsApp's technological innovations. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65c61c9812def62c34194112techpercent20partnerpercent20vspercent20bsp-1707991130875-original.png) BSP (now Solution Partners) vs Tech Provider/ Partner > The biggest difference of a Tech Partner from a BSP is that a Tech Partner can onboard businesses directly on WhatsApp's Cloud APIs (without needing a BSP in between), in a manner that Businesses can directly deal with Meta from a commercial standpoint. **‍** ### The Changing Landscape for BSPs: Navigating New Roles and Challenges **1\. From Tech Innovators to Billing Entities** WhatsApp's new ecosystem outlines a somewhat limited role for BSPs, primarily focusing on invoicing and acting as resellers of WhatsApp. This delineation could lead to a future where BSPs, once at the forefront of integrating and innovating on WhatsApp, might see their roles reduced to that of billing entities. In this capacity, BSPs would aggregate payments and manage invoicing for businesses, a significant pivot from their earlier, more technologically driven functions. > Recommended Read: [6 reasons why you should work with a tech partner instead of a BSP](https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp)​ **2\. The Broader CPaaS Context** It's crucial to recognize that many BSPs are not solely focused on WhatsApp. They are part of the larger Communications Platform as a Service (CPaaS) industry, offering a range of services including SMS, voice, and video communications. Companies like Twilio, MessageBird, and Gupshup represent this broader spectrum of CPaaS providers who have historically leveraged their technical expertise to innovate and add value beyond mere reselling. The shift towards a Tech Partner model could, therefore, push these companies back into a corner of the market where they are seen primarily as resellers of WhatsApp, potentially stifacing their ability to innovate within the WhatsApp ecosystem. This repositioning might divert their focus away from developing unique technological solutions, limiting their role to that of facilitators of access to WhatsApp's services. **3\. Tech Partners as the New Innovators** In contrast, the Tech Partner model elevates a select group of providers to the status of _"tech innovators",_ entrusted with driving the WhatsApp's capabilities forward. These Tech Partners are positioned to lead the charge in extending WhatsApp's functionalities to businesses, leveraging direct access to Meta Cloud APIs to create sophisticated, integrated solutions that enhance business communication. This division of roles signifies a pivotal moment in the CPaaS and business messaging landscape. While Tech Partners are empowered to innovate and expand WhatsApp's use cases, traditional BSPs face the challenge of redefining their value proposition in an ecosystem. **4\. Implications for the CPaaS Industry** The reorientation of BSPs towards billing and reselling functions could have broader implications for the CPaaS industry. Companies known for their innovation and technical prowess may need to revisit their strategies, focusing on differentiating their services in areas not directly related to WhatsApp. This could lead to a more segmented market, with Tech Partners leading technological innovation for WhatsApp, while other CPaaS providers concentrate on diversifying their offerings in the broader communication technology space. * It would be interesting to acknowledge the recent significant pivot of Messagebird from a communications technology platform to an engagement platform (rebranded as [Bird.com](https://bird.com)). Chekout their recent press release here. * Similarly, Twilio has recently put significant focus on [Twilio engage](https://www.twilio.com/en-us/engage), hinting towards moving away from the traditional cPaaS to a value driven engagement and retention platform. It has combined its legacy platform Twilio with Segment, to provide a combined solution to growth teams of technology businesses. **5\. The Future Role of BSPs** In the evolving WhatsApp ecosystem, BSPs will find their role more aligned with that of strategic consultants and solution providers, rather than gatekeepers of API access. Incorporating these insights, the section on the impact of WhatsApp's new tech partner ecosystem on BSPs becomes even more critical, outlining a potential shift in their role towards billing entities and the broader implications for companies traditionally involved in CPaaS. ### How does the Industry stand to benefit from this? The transition to a Tech Partner ecosystem brings several concrete benefits for businesses: 1. **Direct Access to Meta Cloud APIs:** Businesses enjoy a more reliable and real-time integration with WhatsApp via Tech Partners, who are not reselling WhatsApp and have their commercial relationship directly with Meta. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65c61b5902d45314bdca5b03screenshotpercent202024-02-09percent20atpercent2060012percente2percent80percentafpm-1707991131217-original.png) Businesses can now opt to work with BSP or directly with Meta (without a BSP) <​ 1. **Independence from On-Prem BSP/ISV Infrastructure:** This reduces dependency on external infrastructures, streamlining operations, and enhancing system performance. 2. **Immediate Access to WhatsApp's Newest Technologies:** Businesses can quickly adopt the latest features and innovations, staying ahead in customer engagement. Did you know you can build app-like experiences within WhatsApp, without changing your API?  Unlock powerful flow experiences with a tech partner like Fyno [Learn more](https://www.fyno.io/whatsapp-flows)[Talk to us](https://www.fyno.io/schedule-demo) 3. **Lower Operational Costs:** Eliminating intermediaries can significantly reduce costs, as the ecosystem allows for direct engagement with WhatsApp. 4. **Simplified Compliance and Scalability:** The cloud-based approach ensures easy compliance with data regulations and facilitates effortless scaling. 5. **Enhanced Data Analytics and Insights:** Tech Partners offer advanced analytics tools for deeper insights into customer behavior and service performance. We have covered the detailed impact in a dedicated article on how the [new Tech Partner ecosystem positively impacts businesses here](https://www.fyno.io/blog/benefits-of-working-with-a-tech-partner-over-bsp). Fyno's Rapid Ascension to Tech Partner Status --------------------------------------------- Fyno stands out as one of the fastest entities in India to achieve Tech Partner status with WhatsApp. This achievement underscores Fyno's commitment to innovation, technical excellence, and delivering value. By meeting stringent criteria and demonstrating a profound understanding of WhatsApp's platform, Fyno now offers its clients unparalleled access to the latest messaging technologies, customized solutions, and strategic advantages in customer communication. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65c61db6eb28ea8f9fc98a10metabusinesspartnersinlinelockuppositiveprimaryrgb-1707991131527-original.png) As WhatsApp continues to expand its Tech Partner ecosystem, the potential for disruption in business communication is immense. Businesses that adapt to this new model, especially with Tech Partners like Fyno, can expect to see significant improvements in customer engagement, operational efficiency, and competitive positioning. Conclusion ---------- WhatsApp's Tech Partner ecosystem marks a pivotal moment in the evolution of business communication. By understanding and leveraging the benefits of this ecosystem, businesses can transform their customer interactions and set new standards for excellence in the digital age. With partners like Fyno, the journey towards more connected, efficient, and personalized communication is just beginning. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How Fyno is More Reliable? Testing Fyno's Infrastructure From SPOF Perspective Author: Rohit Jain Published: 2024-02-05 Category: Articles Tags: Insights, Single Point of Failure URL: https://www.fyno.io/blog/how-fyno-is-more-reliable ![Fyno's reliability as a SaaS infrastructure platform ](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/fynos-reliability-1708322381039-compressed.png) Contents * [](#) * [‍Introduction: Navigating Reliability and SPOF for using Fyno's communication infrastructure](#introduction-navigating-reliability-and-spof-for-using-fynos-communication-infrastructure) * [Evaluating Fyno's Reliability: A Deep Dive into 20 Key Parameters](#evaluating-fynos-reliability-a-deep-dive-into-20-key-parameters) * [1\. Legacy: For How Long This Software Has Been Around](#1-legacy-for-how-long-this-software-has-been-around) * [2\. Transparency on Uptimes](#2-transparency-on-uptimes) * [3\. Contractual Guarantees on Uptimes](#3-contractual-guarantees-on-uptimes) * [4\. People Building the Product, Their Expertise, and Background](#4-people-building-the-product-their-expertise-and-background) * [5\. Other Customers Trusting Their Product](#5-other-customers-trusting-their-product) * [6\. How Robust is Disaster Recovery Setup](#6-how-robust-is-disaster-recovery-setup) * [7\. Compliance with SOC 2, ISO, and Other Audit Certifications](#7-compliance-with-soc-2-iso-and-other-audit-certifications) * [8\. Data Security: Safeguarding Sensitive Information](#8-data-security-safeguarding-sensitive-information) * [9\. Scalability](#9-scalability) * [10\. Support and Responsiveness](#10-support-and-responsiveness) * [11\. Flexible Pricing Plans](#11-flexible-pricing-plans) * [12\. Tailored Solutions for Different Business requirements](#12-tailored-solutions-for-different-business-requirements) * [13\. Innovative Features and Functionality](#13-innovative-features-and-functionality) * [14\. Balancing Commitment and Flexibility with Long-Term Contracts](#14-balancing-commitment-and-flexibility-with-long-term-contracts) * [15\. Certainty and Predictability in Pricing](#15-certainty-and-predictability-in-pricing) * [Elevating Communication Reliability to New Heights](#elevating-communication-reliability-to-new-heights) * [Navigating SPOF with Fyno with a Relative Lens](#navigating-spof-with-fyno-with-a-relative-lens) ‍**Introduction: Navigating Reliability and SPOF for using Fyno's communication infrastructure** ------------------------------------------------------------------------------------------------ In the realm of technological innovations, reliability stands as a linchpin determining the success of businesses. This guide serves as a deep dive into the evaluation of Fyno, a leading notification infrastructure, across 15 crucial parameters that define its reliability. Reflecting on our earlier [article, we acknowledged the omnipresence of Single Points of Failure (SPOF) in the technological landscape](https://www.fyno.io/blog/a-simple-guide-to-addressing-single-point-of-failure-spof-while-evaluating-saas-tools). Whether businesses opt for external tools or internal development, the specter of SPOF is an inherent consideration. [The blog on SPOF and reliability](https://www.fyno.io/blog/a-simple-guide-to-addressing-single-point-of-failure-spof-while-evaluating-saas-tools) underscored the complexity of this facet, urging businesses to navigate these challenges strategically. Now, as we focus our lens specifically on Fyno, we aim to showcase how our platform addresses the SPOF dilemma and aligns with the broader concept of reliability. This evaluation is not just a scrutiny of technical prowess but an exploration of Fyno's commitment to transparency, adaptability, and client satisfaction. Join us as we unravel the layers of Fyno's reliability, demonstrating how it serves as a dependable ally in managing multi-channel communications. **Evaluating Fyno's Reliability: A Deep Dive into 20 Key Parameters** --------------------------------------------------------------------- ### 1\. Legacy: For How Long This Software Has Been Around Fyno has been in operation for over 18 months.  It was founded by cPaaS experts [Aniketh](https://www.linkedin.com/in/anikethjain/) and [Ashish](https://www.linkedin.com/in/ashishagarwal86/) who previously built and scaled a global cPaaS company called [Kaleyra](https://www.kaleyra.com/).   Kaleyra was built from a small office in Bangalore, India and now is a TATA company, with its legacy spanning over 15 years & counting.  We aim similarly to build a legacy software company, but this time, operate from a position of strength as we have years of communication experience at the foundation, to throttle our growth. ### 2\. Transparency on Uptimes Fyno maintains transparency regarding its uptime. Clients can access real-time and historical uptime data [here.](https://status.fyno.io), showcasing Fyno's commitment to honesty and accountability in delivering uninterrupted services. The uptime is distinctly visible for key micro services that Fyno operates.  As on date, the critical functional notification delivery services have never seen any downtimes (ie, it has ensured 100% uptime). The status page does not only reflect uptimes, but also provides a detailed log on the downtime incidents, ie, the cause, duration of downtime, corrective measures taken and so on.   Like everything built in this world, Fyno acknowledges that building a scalable platform needs to go through series of iteration to make it better everyday.  We will never promise that we are downtime proof, but from a relative measurement, we will be better than every other alternative you will evaluate. Its not a rhetoric claim!, but our engineering prowess. ### 3\. Contractual Guarantees on Uptimes Banking on our engineering expertise of building scalable notification systems, Fyno takes its commitment to uptime seriously.  We offer contractual guarantees of at least 99% uptime.  For enterprise contracts, our uptime SLAs are inched higher.   ### 4\. People Building the Product, Their Expertise, and Background Fyno boasts a team with diverse expertise in communication technology. The backgrounds of the founders, the founding team and the engineers on board showcase a wealth of knowledge and relevant experience, ensuring a strong foundation for continuous improvement. ### 5\. Other Customers Trusting Their Product Fyno's clientele comprises well-respected organizations across segments, from enterprises and mid-market to early scaling organisations.  The trust bestowed by these clients serves as a practical benchmark for Fyno's dependability and reliability.   We boast about the well managed relationship that we have built with each one of our customers, so much that each of our customers are always happy to spare a few minutes and share feedback about Fyno.  We will not guarantee that each of our customers will only say positive things about Fyno, but we are very confident that everyone of our customers will rank Fyno 10/10 for reliability, support and expertise. ### 6\. How Robust is Disaster Recovery Setup Fyno has an active and a robust Business Continuity Plan (BCP) and Disaster Recovery Setup (DRP).  Many organisations may discount the value of a BCP/ DRP in early days.  Setting up a BCP and DRP is expensive and time consuming.  It also delays the development cycle of the product.  Yet, we at Fyno decided to consider these as table stakes.   While our application is hosted on AWS, we have back instances running in different geographies that is configured to automatically switch on if the primary instance encounters any disruption. Unless there is a massive country wide disaster (which is almost impossible), Fyno can never have service disruption. The time to backup/ recovery is also negligible or immaterial.  While offering an enterprise grade communication infrastructure, reliability, scale and security weigh equally to the functional benefits of a tool.  Building a new feature was as important as ensuring security and reliability. So instead of waiting for product maturity, we invested in BCP and DRP early on and this is one of the strongest factor for being able to onboard enterprise customers.   ### 7\. Compliance with SOC 2, ISO, and Other Audit Certifications Fyno adheres to industry standards, holding certifications such as SOC 2, ISO and GDPR. This commitment to security and compliance is a tangible expression of Fyno's dedication to maintaining a secure and dependable environment.   ### 8\. Data Security: Safeguarding Sensitive Information Fyno acknowledges that while operating as a communication stack, sensitive user data like email addresses, mobile numbers and other user touch points will be transmitted through Fyno’s platform.  This also includes replaceable placeholders / values that are more personalised to a specific users.     While you will find a dedicated landing page here where Fyno transparently details its [security approach](https://www.fyno.io/data-security), following are quick pointers on how Fyno ensures that the data passing through Fyno is always protected: **Encryption for PII and Critical Communication Values/Variables** Fyno employs encryption protocols to shield Personally Identifiable Information (PII) and critical communication values/variables from unauthorized access. This strategic use of encryption acts as a formidable barrier, preventing data breaches and ensuring that sensitive information remains confidential. **Hashing for Enhanced Data Redaction** Understanding that different businesses have unique data privacy requirements, Fyno provides an additional layer of security through one-way hashing.  Fyno uses the SHA-256 protocol to hash sensitive information, that redacts the stored data in Fyno’s database. This ensures an extra level of protection, especially when handling information that needs to be concealed or anonymized. **Flexibility with Optional Tags** ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65c0c42ec9d4de6d538f67c2optionalpercent20tag-1707991132332-original.png) Enable Masking (encryption) and Hashing on with a simple toggle Fyno places control in the hands of its users by offering encryption and hashing as optional tags. Companies can seamlessly switch these features on or off based on their specific security and compliance needs. This flexibility allows businesses to tailor their data security measures to align with industry standards, regulatory requirements, and internal policies. **Data truncation** Fyno understands that some organisations in regulated sectors may need deletion of data at regular intervals.  Fyno offers data truncation to ensure that regulated companies don’t have to additionally think of data with Fyno, while meeting their own data compliances. Additionally, we are also one of the first movers to ensure compliance with [Digital Personal Data Protection Act, 2023](https://www.meity.gov.in/writereaddata/files/Digital%20Personal%20Data%20Protection%20Act%202023.pdf) of India.  Our platform is capable of syncing with any third party applications that enterprises / regulated businesses will use, thereby acting as a compliant data fiduciary.   ### 9\. Scalability Fyno is designed for seamless auto-scaling, accommodating requirements of large businesses that use Fyno.  For managing large scale communication requirements, Fyno is built with queuing mechanisms that can support billions of request every month. For businesses with ultra large communication volumes, Fyno offers flexible packages of maintaining dedicated queues or deploy dedicated instance on request.   ### 10\. Support and Responsiveness Fyno's support system is characterized by responsiveness, availability, and the quality of assistance provided. A reliable support structure contributes significantly to the overall dependability of the platform. We have strict SLAs for first response and complete transparency on resolution process.  We are a tool first company that leverages modern technology stack and ticketing solutions that enable transparent resolution.     ### 11\. Flexible Pricing Plans Fyno offers flexibility in contracts, allowing clients to tailor agreements based on their specific needs. The plans are also designed to ensure that customers only pay for what they use.  The plans are well designed after thorough research, needs of businesses of various kinds and value realisation opportunities. Our contracts are flexible to accomodate pricing based on number of API calls, notification counts or number of users.  This ensures 360 degree coverage of all expected pricing plans based on specific needs of businesses.   ### 12\. Tailored Solutions for Different Business requirements Fyno's modular approach is inspired by infrastructure solutions like AWS, Stripe and many other highly scaled companies. Fyno understands that communication use-cases are not straight jacketed and each organisation will have some set of unique requirements that will often not match others. Fyno takes a modular approach while building and enhancing its offerings.  Stay true to its “infrastructure” characterization, every feature set Fyno develops is extremely malleable and modular, allowing product and engineering teams to fulfil their use-cases.   ### 13\. Innovative Features and Functionality While we want to ensure that Fyno is capable of solving almost all use-cases around communications, we do not rush into developing everything that our customers require.  We are an innovation focused team and we are on a continuous loop to find the fastest, easiest and a scalable way of fulfilling any requirement.   We use a ‘RPR test’ approach to build new features.  As long as any requirement passes the following RPR test, the requirement will find its way in Fyno’s roadmap: * Relatability test:  Is the feature / improvement related to communication? * Possibility test: Is the resolution not possible through existing feature-set? * Repeatability test: Is there repeatability of the use-case with other customers? ### 14\. Balancing Commitment and Flexibility with Long-Term Contracts Fyno is committed to long term serviceability.  We acknowledge that using Fyno puts us closer to the core of our customer’s application and letting us go could mean potential business disruption. To address this and ease decision making, Fyno offers long term contracts with flexibilities and capabilities to ensure that access to Fyno and its functionality is uninterrupted under **ANY circumstance.**   ### 15\. Certainty and Predictability in Pricing Long-term contracts with Fyno translate to certainty and predictability in pricing. Businesses can plan their budgets with confidence, knowing that the financial commitment to Fyno is established and stable. This approach aligns with Fyno's goal of fostering a transparent and trust-based relationship with its clients.  Most of our customers are keen to tie-us for over 24 months giving them a negotiation free renewal. Elevating Communication Reliability to New Heights -------------------------------------------------- As we conclude our in-depth evaluation of Fyno across key parameters, it is abundantly clear that Fyno is not just a communication platform; it is a paragon of dependability, designed to elevate communication solutions to new heights. Fyno's commitment to transparency, adaptability, and client satisfaction echoes through its meticulous approach to addressing Single Points of Failure (SPOF) challenges. By navigating these complexities strategically, Fyno positions itself as a resilient and reliable communication infrastructure. **Navigating SPOF with Fyno with a Relative Lens** -------------------------------------------------- In the intricate landscape of communication technology, the concept of Single Points of Failure (SPOF) has been scrutinized, revealing that absolute elimination is a mirage. As we bring this evaluation of Fyno to a close, it's crucial to recognize that the absence of absolute SPOF eradication should not be viewed as a shortcoming, but rather as a nuanced consideration. Fyno, as we have dissected across multiple parameters, is not SPOF-free, but this evaluation should always be measured relative to the alternatives (in-house development, competition etc.). The pertinent question is not whether Fyno has eliminated every potential point of failure but whether the trade-off of accepting an inherent SPOF risk is outweighed by the robust, mature, and scalable communication infrastructure that Fyno delivers. In this relative measurement, the answer resounds, a resounding affirmation in favor of Fyno. The journey with Fyno isn't just about avoiding SPOF; it's about embracing a dynamic, cutting-edge communication marvel that empowers businesses to navigate the future of customer communications. Choosing Fyno is not merely an acceptance of SPOF risks; it's a strategic decision to leapfrog into the latest realm of communication technology, where innovation, scalability, and dependability converge. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How To Avert Notification Failures: A Guide to Fintech Startups Author: Rohit Jain Published: 2024-01-25 Category: Articles Tags: Insights, Communication experience, Fintech URL: https://www.fyno.io/blog/how-to-avert-notification-failures-a-guide-to-fintech-startups ![channel and provider failover for communication](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/failover-1708333558598-compressed.png) Contents * [](#) * [Introduction](#introduction) * [Engineering Challenges](#engineering-challenges) * [Planning your failover protocol with Fyno](#planning-your-failover-protocol-with-fyno) * [Single-channel routing](#single-channel-routing) * [Omni-channel routing](#omni-channel-routing) * [Why is Fyno the best platform to set up a failover system?](#why-is-fyno-the-best-platform-to-set-up-a-failover-system) * [Streamline deliverability with a future-proof failover protocol](#streamline-deliverability-with-a-future-proof-failover-protocol) Introduction ------------ In the fast-paced world of fintech startups, staying connected with customers through timely notifications is crucial. Whether it's transaction alerts, service updates, OTPs, or payment reminders, these notifications are the lifeline of customer engagement. However, it's a challenge fraught with uncertainties. The reliance on SMS as a primary communication channel often leads to delays or failures, leading to customer frustration and operational hiccups. Ever been caught in the loop of repeatedly requesting an OTP, only to be met with silence? It's a more common scenario than one might think. Understanding and overcoming these challenges is essential, and the key lies in robust failover protocols. Setting up a failover protocol that gets activated when your default delivery mechanism fails is key to delivering the best customer experience. But, establishing an effective failover protocol isn't straightforward. Engineering Challenges ---------------------- From an engineering perspective, setting up failover protocols involves meticulous planning and complex system configurations, which involves seamless integration between your systems and instantaneous switching of service providers to maintain communication fluidity. It requires a deep understanding of network dependencies, redundancy planning, and rigorous testing to confirm the efficiency of the failover protocol. Not to mention the precious time and resources it takes to complete this project. After over 100s of discussions with engineering teams, we've arrived at the following as top 3 challenges that engineers generally face while building a failover protocol: * Creating a **robust and a reliable program** to manage failover, and ensuring the code functions correctly at all trigger points. * Managing **asynchronous callbacks** — making sure that the failover program is capable of recognizing an SMS delivery failure through a well-structured callback management system. * **Defining the timing** for failover is complex. It requires a program that accurately determines what constitutes a failure — whether it's non-delivery within a specific timeframe, rejection of the request by the SMS provider, or other criteria. Fret not! There is a simple and effective way to add a future-proof failover protocol for all your communication workflows. Wondering how? We’ve got the answer. Planning your failover protocol with Fyno ----------------------------------------- There are two ways through which you can set up a failover protocols with Fyno: 1. Single-channel routing 2. Omni-channel routing ### Single-channel routing This method involves setting up another service provider of the same channel as a backup when your default provider fails to deliver a notification to a customer. For example, if your primary communication channel is SMS, you can add two or more SMS providers to the routing flow. This way, when one provider fails to deliver the SMS, the second provider will attempt to deliver the same message. It is a simple and effective method. This necessitates flexibility in your system to adapt to various use-cases. Fyno's managed notification infrastructure simplifies this intricate process, enabling you to set up routing workflows efficiently, without costing you precious time and resources. With Fyno, you can add multiple service providers to a single routing workflow. You can distribute the load between the SMS providers, use the ‘Round Robin’ method to randomly assign a provider or set up a fallback system to kick in, in case of SMS delivery failure. ### Omni-channel routing ​[Omni-channel routing](https://www.fyno.io/routing) is a smart way to deliver notifications to your customers. Imagine a scenario where you’re sending an OTP to your customer. But, the customer is at a location where the mobile network is bad, but has a decent Wi-Fi connection. In this scenario, your SMS won’t reach the customer even if you attempt to send the message using multiple service providers. In those cases, you’ll have to try the omni-channel approach. You can try sending the message through other channels like WhatsApp or Email. Platforms like Fyno make it easy for you to set up an omni-channel workflow by adding different service providers of various channels (WhatsApp, Email, or push notifications) to your routing workflow. For example, you can use Fyno to set up a workflow that sends an SMS to a customer, waits for 20 seconds and if the SMS isn’t delivered, it will send the same message through WhatsApp. And, if WhatsApp is unreachable, it will try attempting the same through Email. This increases the probability of delivering critical notifications to a customer at the right time. Why is Fyno the best platform to set up a failover system? ---------------------------------------------------------- I can think of four reasons: * **100% deliverability, guaranteed**: Our failover protocols make sure your messages reach your customer, pronto. * **Intuitive drag-and-drop workflow builder**: Fyno is designed keeping you in mind. Our user interface allows you to create complex workflows within minutes. * **Zero stress on your dev teams**: The resultant API code in Fyno stays the same irrespective of the changes you make to your routing workflows. You can add or remove service providers, add a new logic, or even introduce a new communication channel. Everything is handled from Fyno’s end without needing you to make any changes to your codebase. * **Sizeable savings on communication costs:** Smartly configure routing to stop sending messages on expensive channels if they have been read on the others. Streamline deliverability with a future-proof failover protocol --------------------------------------------------------------- Delivering timely and reliable notifications is key for fintech startups to provide an excellent customer experience. And setting up failover protocols through single and omnichannel routing workflows on platforms like Fyno future-proofs your communication infrastructure. Interested in knowing more? Talk to us. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## A simple guide to addressing single point of failure (SPOF) while evaluating SaaS tools Author: Rohit Jain Published: 2024-01-24 Category: Articles Tags: Insights, Single Point of Failure URL: https://www.fyno.io/blog/a-simple-guide-to-addressing-single-point-of-failure-spof-while-evaluating-saas-tools ![Evaluating single point of failure in SaaS evaluation](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/spof-single-point-of-failure-1708322719643-compressed.png) Contents * [The Reality of external Tools](#the-reality-of-external-tools) * [Reality in today’s businesses](#reality-in-todays-businesses) * [Pursuit of building internal Back-Up Systems](#pursuit-of-building-internal-back-up-systems) * [The Pitfalls:](#the-pitfalls) * [When it Makes Sense:](#when-it-makes-sense) * [Building and Innovating Best Practices: A Logical Alternative](#building-and-innovating-best-practices-a-logical-alternative) * [The Rational Path](#the-rational-path) * [The Logic](#the-logic) * [12 Parameters for Evaluating external SaaS for reliability](#12-parameters-for-evaluating-external-saas-for-reliability) * [Conclusion:](#conclusion) ### Introduction: In the dynamic landscape of technology, reliability is a key ingredient in the recipe for long term success, especially when evaluating external tools or Software as a Service (SaaS). This guide is your compass through the realm of Single Points of Failure (SPOF) as we navigate the intricacies of evaluating external tools. Understanding SPOF isn't merely about isolated considerations; it's an integral part of a broader assessment of reliability. This exploration goes beyond the surface, looking at factors that contribute to a robust and resilient tech ecosystem, with a focus on external tools and SaaS platforms. As we embark on this journey, let's keep in mind that SPOF, in this guide, specifically refers to potential unavailability/ functionality failures within external tools and SaaS solutions. From common tools like CRM software to payment systems and expert automation platforms, we'll unravel not just the challenges but also the key markers that indicate reliability in the world of external tech solutions. The Reality of external Tools ----------------------------- In the fast-paced world of technology, the acceptance of Single Points of Failure (SPOF) isn't a compromise; it's a strategic trade-off for gaining access to the most advanced outsourced technology.  What are the trade-offs? - 1. **Immediate Time-to-Value:** Opting for external tools acknowledges the SPOF risk but provides businesses with immediate access to complex functionalities. This trade-off allows companies to jumpstart their operations without investing valuable time in building intricate systems. 2. ‍**Functional Depth and Expertise:** External tools often come with a level of functional depth that is challenging to replicate in-house. Businesses accept the SPOF risk because the depth and expertise offered by these tools far outweigh the potential risks associated with a Single Point of Failure.**‍** 3. **Resource re-allocation:** By embracing external tools, companies can concentrate on their core competencies. Tools like Stripe and Segment provide such specialized functionality that they become synonymous with their respective categories, allowing businesses to leverage the expertise without having to reinvent the wheel. * 💸 **Stripe: Redefining Payment Processing with SPOF Acceptance**SPOF Risk vs. Building In-House: While Stripe, like any payment gateway, introduces SPOF concerns, businesses readily accept this risk. The rational decision is evident when considering the alternative—hours spent building an in-house payment gateway that might not match the level of sophistication and reliability offered by Stripe. Businesses Built Around Stripe: The acceptance of SPOF in payment processing becomes secondary to the immediate time-to-value and functional depth that Stripe provides. Entire businesses are built around the capabilities of Stripe, showcasing the strategic advantage of this trade-off. ‍ * 💸 **Segment: Centralising Customer Data with SPOF Awareness ‍**Risk Management vs. Internal Development: Segment centralizes customer data, acknowledging the SPOF risk associated with data concentration. However, businesses opt for Segment because the trade-off is evident—it's more efficient than internal development and allows companies to focus on utilizing customer data rather than building complex data infrastructure. Synonymous with Data Infrastructure: The decision matrix and trade-off for businesses are rational because Segment, despite the SPOF risk, offers a level of expertise and functionality that surpasses what could be achieved through in-house efforts. It has become synonymous with data infrastructure, signifying the success of this strategic trade-off. So based on the above examples, this is how we sum it up: In the ever-changing landscape of technology, the decision to accept SPOF as a trade-off for accessing advanced outsourced technology is a rational one. Examples like Stripe and Segment showcase that businesses, more often than not, find the decision matrix tilted in favour of leveraging external tools. Reality in today’s businesses ----------------------------- In corporate discussions, the desire to minimize risks associated with external tools is a common thread woven into various organizational initiatives, audit considerations, disaster recovery plans, and the aspirations of internal teams to be self-sustaining. While each of these motivations may seem justifiable independently, the challenge lies in striking a balance between risk mitigation and resource optimization. Let's explore the two predominant approaches businesses can consider when dealing with the Single Point of Failure (SPOF) dilemma. Pursuit of building internal Back-Up Systems -------------------------------------------- The approach of building internal back-up systems is grounded in the idea of self-sufficiency, especially while fearing external tool downtimes or failures. This suggests creating primitive functional systems internally, serving as a safety net for times when external tools experience disruptions. ### The Pitfalls: 1. **Resource Trade-Offs:** The reality is that building and maintaining internal back-up systems are resource-intensive endeavors. It requires a significant investment of time, talent, and financial resources, diverting focus from core business functions. 2. **Primitive Functionality:** Internal systems built as backups often start with basic functionalities. In the case of working with a complex tool like Stripe, replicating its capabilities internally can be an extensive undertaking. > Even as internal development projects hold allure, the reality, as depicted in [Gremlin's Chaos Engineering report](https://www.gremlin.com/chaos-engineering/#maximizing-resilience), is striking. A significant percentage of outages stem from unforeseen interdependencies and vulnerabilities in internally managed systems. This statistic serves as a compelling reminder of the uphill battle internal teams face in achieving reliability benchmarks. ### When it Makes Sense: This approach might be justifiable for tech giants like Amazon or Facebook, where the potential loss of business due to external tool downtimes is substantial enough to outweigh the costs of internal development and maintenance. **Building and Innovating Best Practices: A Logical Alternative** ----------------------------------------------------------------- ### The Rational Path A more logical alternative is to innovate on tool evaluation practices. Instead of seeking SPOF-free solutions, the focus shifts to finding tools that are more reliable than anything built internally. This perspective recognizes SPOF as an acceptable risk when measured from a relative standpoint. ### The Logic 1. **Acceptable Risk:** This approach acknowledges that absolute SPOF elimination is challenging. The goal is to choose tools that, in relative terms, minimize risks and provide a more dependable foundation for operations. 2. **Comparative Evaluation:** Businesses evaluate external tools not by their ability to eliminate SPOF entirely but by their track record, responsiveness, and commitment to continuous improvement. It's about choosing tools that, in practice, prove to be more reliable than their internal counterparts. Now let's look at the best practices that new age technology leaders use while evaluating external SaaS tools in their tech stack. 12 Parameters for Evaluating external SaaS for reliability ---------------------------------------------------------- As technology leaders dive into evaluating external tools, it's vital to look beyond the surface. Key parameters act as markers for reliability. 1. **Legacy:** For How Long This Software Has Been in Use:Longevity often speaks to dependability. Tools that have been around have weathered tech changes, proving their adaptability over time. 2. **Transparency on Uptimes:** Being open about uptime is a sign of reliability. Tools that share their uptime statistics show a commitment to honesty and accountability. 3. **Historical Uptimes:** Past performance indicates future behavior. Consistently high uptimes build confidence in a tool's reliability. 4. **Contractual Guarantees on Uptimes:** A written commitment adds assurance. Tools with contractual guarantees on uptimes show confidence in their abilities. 5. **People Building the Product, Their Expertise, and Background:** The team behind a tool matters. A diverse, experienced team is better equipped to handle challenges and ensure ongoing improvement. 6. **Other Customers Trusting Their Product:** Customer trust is a powerful sign. If well-respected organizations rely on a tool, it's likely dependable. 7. **How Robust is Disaster Recovery Setup:** Being ready for disasters is crucial. Tools with robust recovery setups show a proactive approach to risks. 8. **Compliance with SOC 2, ISO, and Other Audit Certifications:** Adherence to industry standards shows commitment to security. Tools with certifications exhibit dedication to maintaining a secure environment. 9. **Continuous Improvement Practices:** Reliable tools evolve. Checking a tool's commitment to continuous improvement, like regular updates and user feedback response, shows adaptability and longevity. 10. **Scalability:** Scalability is vital for growing businesses. Tools designed to grow with demands provide a reliable foundation for future growth. 11. **Support and Responsiveness:** In challenges, responsive support is crucial. Evaluating a tool's support system ensures assistance when needed. 12. **Vendor lock-ins:** Smart companies will lock in critial SaaS vendors with long term contracts to ensure continuity of services. > _At Fyno, we are often questioned by tech leaders on our reliability, and how do we perform on all the evaluation parameters that have been listed above. We've captured_ [_Fyno's detailed evaluation of reliability, addressing SPOF concerns here_](https://www.fyno.io/blog/how-fyno-is-more-reliable)_._ Conclusion: ----------- As technology and product leaders navigate the tech landscape, the quest for a SPOF-free infrastructure becomes a pragmatic pursuit. Third-party tools, by default, introduce SPOF considerations, but it's a reality embraced by smart tech leaders. The evaluation lens shifts from absolute elimination to relative mitigation, trusting data, and considering a spectrum of factors beyond SPOF. In a world where risk management is key, choosing expert tools becomes a strategic imperative for a robust and dependable tech infrastructure. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 28 SMS Templates to Streamline Communication for Your Growing Logistics Startup Author: Rohit Jain Published: 2024-01-10 Category: Resources Tags: SMS, Logistics & Supply Chain URL: https://www.fyno.io/blog/28-sms-templates-to-streamline-communication-for-your-growing-logistics-startup ![SMS templates for logistics companies](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/adrian-s-1708338008746-compressed.jpg) Contents * [Introduction](#introduction) * [Why SMS?](#why-sms) * [Crafting your SMS notifications: A few points to remember](#crafting-your-sms-notifications-a-few-points-to-remember) * [Categories of SMS templates](#categories-of-sms-templates) * [Operational Messages](#operational-messages) * [Transactional Messages](#transactional-messages) * [Promotional Messages](#promotional-messages) * [Capitalize on the power of SMS](#capitalize-on-the-power-of-sms) Introduction ------------ Running a logistics startup takes a lot of precision and finesse. Your success hinges on two key factors — efficiently shipping customer orders and effectively communicating the shipment status. The communication part is equally important because there are multiple factors that could affect or delay a shipment, and it is a good practice to keep your customers informed every step of the way. But, this doesn't mean you have to over communicate. The key is to foresee scenarios that could occur during your customer lifecycle, and come up with the right messages to notify your customers at the right time. And, there is no better channel to do this than SMS. Why SMS? -------- If you're thinking, 'don't everyone have a smartphone these days? Who uses SMS?', the numbers say otherwise. Even though more than 3/4th of the country has a smartphone, only 557 million Indians use mobile data on a regular basis. This number might go up in the years. But, today, more than half the country still relies on calls and SMS for communication. So, it is safe to say that India runs on SMS. In this blog post, we’ve added 28+ SMS templates to help you cover every stage of your customer lifecycle — from seller onboarding to delivery confirmation. Crafting your SMS notifications: A few points to remember --------------------------------------------------------- Before we dive into the templates, here are a few things to keep in mind while writing SMS notifications: Keep your messages under 160 charactersUse a short URL (or a URL shortener) to drive traffic to your website or appPersonalize messages with customer names and other details when possibleBe clear. Provide actionable steps to your users. Alright, now let’s get to those templates! Categories of SMS templates --------------------------- For ease of understanding, we’ve organized the SMS templates into three categories: 1. ‍**Operational:** that covers seller onboarding and account management 2. ‍**Transactional**: to inform your customers about the status of their shipments**‍** 3. **Promotional**: for promoting new offers and features to your customers ### Operational Messages In this section, we’ll look at SMS templates that play a key role in seller account set up, KYC verification, and onboarding. > _The {{var}} you see on the SMS templates are placeholders for names, products, phone numbers, and email addresses._ ##### Seller Signup When a seller signs up on your website, you can send the following SMS notification: > _Hi {{var0}}, Congratulations!Your AcmePost account has been created successfully. To book your first shipment, please complete your KYC & get a free shipping credit of up to {{var1}}. To know more, call us at {{var2}} or write to us at {{var3}}._ > > _Thanks! Team AcmePost_ ##### Acknowledgement of KYC submission When a seller submits the necessary documents, you can notify them by sending the following message: > _Hi {{var0}},Thank you for submitting the necessary documents for KYC verification. Our team will review the documents and update you on the status at the earliest. For any further assistance, call us at {{var1}}, or WhatsApp wa.me/{{var2}}._ > > _Team AcmePost._ ##### Seller KYC verified Upon successfully verifying the KYC of your customers, you can send an SMS: > _Hi {{var0}},Congratulations! Your KYC documents have been verified successfully. You can now start shipping with AcmePost. Click {{var1}} to login to your account. Call us on {{var2}} or write to us at {{var3}} for any assistance._ > > _Thanks. Team AcmePost_ ##### Seller account creation Once you successfully create an account for the new seller, you can notify them via SMS. > _Hi {{var0}},Congratulations! Your account has been created successfully. Login to your account to start shipping. If you need help, call {{var2}} or email us {{var3}}._ ##### Seller onboarding Apart from the account creation SMS, your account manager can send a personalized message to the newly onboarded customer > _Hi {{var0}},Greetings from AcmePost. My name is {{var1}} & I have been appointed your Key Account Manager. Please feel free to contact me at {{var2}} or drop me an email at {{var3}} for any account related queries & I'd be happy to assist you._  > > _Thanks!_ ##### When a seller books their first shipment This is a moment of celebration for you. You can share this with your customer by sending them an SMS notification. > _Hi {{var0}},Congratulations! You have successfully booked your first shipment with AcmePost. Your tracking ID is {{var1}}. For any assistance, call us on {{var2}} or write to us at {{var2}}._ > > _Thanks! Team AcmePost_ ##### When seller’s first parcel is shipped > _Hi {{var0}},Congratulations! Your first shipment with AcmePost has been dispatched for delivery. Please check the status of your shipment by logging on to your AcmePost account. To know more, call us on {{var1}} or write to us at {{var2}}._ > > _Thanks! Team AcmePost_ ##### Shipment pickup SMS (Daily) Besides onboarding, you’ll also be sending daily or weekly messages about the number of orders that were successfully picked up. > _Hi {{var0}}, Greetings from AcmePost!We have successfully picked up {{var1}} shipments from your location today. Kindly check the panel for more details. Reach out to us at {{var2}} or write to {{var3}} for any queries._ > > _Regards, Team AcmePost_ ##### Shipment delivery SMS (Daily) Similar to order pick up SMS, you can also send a daily SMS about the number of orders that were successfully shipped that day. > _Hi {{var0}},Greetings from Acme! We have successfully delivered {{var1}} shipments today. Kindly log into your AcmePost account more details. For any assistance, call us at {{var2}} or write to us at {{var3}}._ > > _Regards, Team AcmePost_ ##### When seller’s account is not operational for a while There might also be situations where a seller might not book a new shipment due to various reasons. In those cases, you can send them an SMS, asking how you can help. > _Dear Seller, Your AcmePost account hasn't been operational for some time. We'd like to know what's keeping you from choosing NimbusPost once again. Click {{var}} or call {{var}}._  > > _Thanks, AcmePost_ ##### When your customer is unresponsive to calls It is common for users to bounce halfway through the onboarding process. In those cases, a lot of companies have a sales executive call the user to walk them through the onboarding process, or try to understand why they’re not interested in completing it. If a potential customer is not responding to your salesperson’s call, you can send out this SMS as a nudge. > _Hi {{var0}},Thanks for showing interest in AcmePost. Our sales expert {{var1}} tried contacting you from {{var2}} but could not connect. For further discussion, you may call us on the same number or WhatsApp {{var3}}._ > > _Thanks, Team AcmePost_ ### Transactional Messages In this section, we’ll look at SMS templates that play a key role in notifying customers about the status of their shipments. Please note that these messages are no intended to the sellers, but to the customers who receive the shipments. ##### Order received > _Hi {{var0}},Your order {{var1}} with {{var2}} has been received and will be shipped shortly.Regards, AcmePost courier_ As you’re sending the SMS to the customer, you can also send an SMS to your seller. > _Hi {{var0}}! You received a new order from {{var1}} worth Rs.{{var2}}. You can find the details here: {{var3}}. Need assistance? Reach us at {{var2}} or {{var3}}. Happy Shipping! Team AcmePost_ ##### Order confirmation > _Hi {{var0}}!Your order from {{var1}} is confirmed! Your order ID is {{var2}}. For queries, call {{var5}} or email at {{var6}}. Cheers! Team AcmePost._ ##### Order shipped > _Hi {{var0}}! Your order no {{var1}} from {{var2}}, containing {{var3}} has been shipped via {{var4}}. To track, click here, https://{{var5}}.ordr.live/trk/{{var6}}AcmePost Courier_ ##### Order Out for Delivery (Pre-paid orders) > _Hi {{var0}},Your Order {{var1}} containing {{var2}} from {{var3}} is out for delivery. To track, click here https://{{var4}}.ordr.live/trk/{{var5}}AcmePost Courier_ ##### Order out for delivery (Cash on Delivery) > _Hi {{var0}}!Your Order {{var1}} containing {{var2}} from {{var3}} is out for delivery. Please keep {{var4}} ready with you. To track, click here https://{{var5}}.ordr.live/trk/{{var6}}.AcmePost Courier_ ##### Order delivery failed > _Hi {{var0}}!Your order containing {{var1}} from {{var2}} having tracking no {{var4}} was undelivered. To know more, click here: http://ordr.live/n/{{var5}}/{{var6}}_ > > _Thanks,AcmePost_ ##### Delivery confirmation This is the last stage of a shipment delivery. Once the shipment is successfully handed over to the recipient’s address, you can send them a delivery confirmation SMS. > _Hi {{var0}}! Your order {{var1}} containing {{var2}} has been delivered. Thanks for shopping with {{var3}}._  > > _Regards, AcmePost Courier._ At the same time, you can also send an SMS to the seller. > _Hi {{var0}}! Order ID {{var1}} containing {{var2}} has been successfully delivered to {{var3}} on {{var4}}._  > > _Regards, AcmePost Courier._ ##### Order return request placed by the customer There may be instances where the customer is not happy with the product or might have received a defective one. In that case, it is important to notify the user about the status of their return request. > _Hi {{var0}}!Your request to return {{var1}} has been placed. You’ll receive the details of the pickup shortly. For any assistance, call us at {{var2}} or write to us at {{var3}}._ > > _Regards, Team AcmePost_ At the same time, you can also notify your seller. > _Hi {{var0}}!A return request has been placed by {{var1}} for the order ID {{var2}}. We’ll be assigning a representative to pick up the order. To track the return, click here: http://ordr.live/n/{{var5}}/{{var6}}_ > > _Regards, Team AcmePost_ ##### Return pickup scheduled > _Hi {{var0}}!We’ve scheduled the pickup of your order {{var1}} for {{var2}} at {{var3}}. Our representative will call you before arriving at your location. For any assistance, call us at {{var2}} or write to us at {{var3}}._ > > _Regards, Team AcmePost_ At the same time, you can also notify your seller. > _Hi {{var0}},We’ve assigned a representative to pick up the order {{var1}} on {{var2}}. To track the return, click here: http://ordr.live/n/{{var5}}/{{var6}}_ > > _Regards, Team AcmePost_ ### Promotional Messages In this section, we’ll look at SMS templates that play a key role in promoting the latest features and offers to your customers (sellers). ##### Promotional SMS to prospective customers > _Choose the best shipping partner for your online business. AcmePost Offers 17+ couriers option, 27000+ pin codes reach, Zero subscription fee, Free credit up to Rs. {{var}} & much more._  > > _Get started today: {{var}}_ You can also try another variant. > _Frustrated with high shipping cost? Start with AcmePost at Rs. 21/500gm, 17+ courier options,27000+ pin codes & shipping credit of Rs {{var0}}._  > > _Call {{var1}} to get started._ ##### Republic day offer > _ACMEPOST REPUBLIC DAY OFFER! Get {{var0}}\* cashback with a maximum value of up to Rs. {{var1}}\*. Offer valid only on a minimum recharge of Rs. {{var2}} & no upper recharge limit. Valid till 31st Jan 2024. Coupon Code: REPUBLIC20. To know more, call {{var3}} , log in {{var4}}_  > > _T&C Apply._ ##### New feature Alert SMS It is important to let your customers know about the latest features in your product. While email is still an effective medium, sending an SMS can still benefit you. > _More Power To Our Sellers! AcmePost is introducing the Shipment Insurance Shield on your shipments to provide you end-to-end coverage against transit damage. Get your entire shipment insured at a nominal fee of {{var0}}% of the invoice value._  > > _To know more, call {{var1}}_ Capitalize on the power of SMS ------------------------------ Timely SMS notifications can help you deliver a good customer experience to your sellers. You can keep them informed about the key events in a shipment lifecycle and also nudge prospects to become customers by communicating the latest offers from your end. And, choosing the right notification infrastructure like Fyno will help you manage all your SMS templates in one place and set workflows to trigger the right messages at the right time. If you’re a growing logistics startup, capitalize on SMS messaging today to improve your customer experience and build your brand image. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Top 7 Courier Alternatives 2023 Author: Rohit Jain Published: 2023-10-13 Category: Resources Tags: Insights URL: https://www.fyno.io/blog/top-courier-alternatives ![Alternatives of Courier](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/fre-1708338772334-compressed.jpg) Contents * [](#) * [Introductions](#introductions) * [Top 7 Courier alternatives you must explore](#top-7-courier-alternatives-you-must-explore) * [1\. Fyno](#1-fyno) * [Key Features of Fyno](#key-features-of-fyno) * [2\. Novu](#2-novu) * [Key Features of Novu:](#key-features-of-novu) * [3\. Knock](#3-knock) * [Key Features of Knock:](#key-features-of-knock) * [4\. SuprSend](#4-suprsend) * [Key Features of SuprSend:](#key-features-of-suprsend) * [5\. Engagespot](#5-engagespot) * [Key Features of Engagespot:](#key-features-of-engagespot) * [6\. Raven](#6-raven) * [Key Features of Raven:](#key-features-of-raven) * [7\. MagicBell](#7-magicbell) * [Key Features of MagicBell:](#key-features-of-magicbell) * [What to look for when choosing a notification infrastructure?](#what-to-look-for-when-choosing-a-notification-infrastructure) * [1\. Business Needs:](#1-business-needs) * [2\. Audience and User Preferences:](#2-audience-and-user-preferences) * [3\. Customer Support:](#3-customer-support) * [4\. Integration:](#4-integration) * [5\. Pricing:](#5-pricing) * [6\. Scalability:](#6-scalability) * [7\. Ease of Use:](#7-ease-of-use) * [Conclusion](#conclusion) * [Frequently Asked Questions](#frequently-asked-questions) ​Introductions -------------- Businesses rely heavily on efficient communication channels and need notification infrastructure for real-time communication, user engagement, marketing, cost reduction, and data-driven decision-making. Notification infrastructure ensures timely alerts, enhances customer retention, and supports critical system alerts while offering customization and integration capabilities. Courier has been a go-to choice for managing notifications in many companies. However, exploring alternative options that suit your needs is always wise.  Here's a glimpse of what some users had to say about Courier on [G2](https://www.g2.com/products/courier/reviews/courier-review-6799181), shedding light on areas where it might not meet everyone's expectations: 1. **Lack of Flexibility**: One user mentioned, "Not as flexible as we'd like, sometimes still need in-house solutions." 2. **Promises vs. Delivery**: Another user expressed frustration, "They've fallen short in terms of promises vs. delivery, with missing UI features and bugs in the notification inbox." 3. **Web Editor Reliability**: A common issue highlighted was with the web editor, as a user noted, "The web editor has about a 70% chance of working at any given moment and can be painful to use." 4. **Limited Customization Options**: Limited customization options were also brought up, especially regarding the footer and social links, as one user said, "I would prefer to be able to integrate brand identity more deeply. This article explores the top 7 Courier alternatives, highlighting their features, pros and cons, and use cases. **Top 7 Courier alternatives you must explore** ----------------------------------------------- **1\. Fyno** ------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd3fd753a43961cc3amzyki8lk3c0i7hj6uyojauo-gelklqha59rtyigkvvla9u7d7rhcdbeal1ue0wffwg-piwq3ydpsd17ko7dj7y9c756nzp1adrheb131pz0yp5xd1vnoqxz1uzfxmctchiqymbr0hw-1707991136730-original.png) [Fyno](https://fyno.io/) is a leading no-code Courier alternative that empowers businesses in 2023 with a robust and feature-rich notification infrastructure. Unlike a traditional notification infrastructure like Courier, Fyno takes communication to the next level, offering several notification options, including email, SMS, push notifications, and more. What sets Fyno apart is its ability to deliver messages precisely and efficiently, ensuring that your users receive crucial real-time updates. ### **Key Features of Fyno** 1. **Multi-Channel Notifications:** Fyno recognizes the diversity of communication preferences and supports a range of channels to cater to your audience's choices. Whether it's email, SMS, or push notifications, Fyno ensures your message reaches users through their preferred medium. 2. **Personalization:** Tailoring messages for your users is at the heart of Fyno's offering. The platform allows businesses to craft personalized notifications, creating a more engaging and relevant user experience that boosts response rates and user satisfaction. 3. **Automation:** Fyno simplifies the notification process with [automation capabilities](https://www.fyno.io/automations). Businesses can set up triggers to send notifications based on user actions or predefined events, saving time and ensuring timely communication. 4. **Analytics and Reporting:** [Fyno's Analytics](https://www.fyno.io/analytics) feature provides a comprehensive overview of your messaging performance, helping you assess the effectiveness of your notifications. Fyno's user-friendly analytics dashboard empowers you to track the success of your messaging campaigns, identify improvement areas, and refine your approach to enhance user engagement and achieve your communication objectives. 5. **Integrations:** Fyno offers extensive [integrations](https://www.fyno.io/integrations) with diverse applications and tools commonly used in the modern business landscape. This includes popular CRM systems, marketing automation platforms, customer support software, and more. Fyno's integrations streamline your communication processes and enhance the overall effectiveness of your messaging strategies. 6. **Templates:** [Fyno's Templates](https://www.fyno.io/templates) simplify the often complex and time-consuming task of message creation. It offers a library of pre-designed message templates that cover a wide range of use cases, from promotional offers to transactional notifications. You can easily customize these templates to align with your brand's unique voice and style, ensuring your messages are efficient and on-brand.  7. **Routing:** [Fyno's Routing](https://www.fyno.io/routing) feature is all about optimizing message delivery. This functionality allows you to create custom routing rules to determine how, when, and where your notifications are sent. By tailoring routing rules, you can fine-tune your notification strategy to improve user engagement, response times, and overall communication efficiency. Fyno is your gateway to enhanced user engagement, streamlined communication, and data-driven decision-making. #### **Pros** * A scalable notification infrastructure system that accommodates growing business needs.  * Promotes team collaboration and customer communications, enabling better control, easy updates, and quick deployments. * A no-code platform that requires no technical expertise. * Simplified integrations enable the creation of automated communications and drip flows, reducing the need for technical expertise. * Effective customer communications via their preferred channels. * Active tracking and measuring user preferences and behaviors across communication channels enables data-driven decision-making. #### **Cons**  * Some advanced features may require technical expertise to set up. #### **Use Cases** * E-commerce businesses can utilize Fyno to send personalized order updates and abandoned cart reminders. * SaaS companies can leverage Fyno to send onboarding emails and in-app notifications to engage with their users. * Mobile apps can integrate Fyno to deliver push notifications and inform users about new features or updates. **2\. Novu** ------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bdd71f95097bcda3bffut2nurxcmjyseitzx0fpmy72wux3kutyakv3br9dlalr6wlr9yuwrxrvwa4tcwq7keednbd5yumwtcxkpplhpawdagsisaccptrrcggkkqmrswh408n2mzbcwdymgb3sgukd5it-1707991137126-original.jpeg) [Novu](https://novu.co/) offers open-source notification infrastructure for developers, making it a good alternative to Courier. It provides a customizable, extendable platform with theming, variables, API, and hooks to update analytics and databases, maintaining open-source projects.  ### **Key Features of Novu:** 1. **Single API for Unified Communication:** Novu simplifies communication with a single API, streamlining the process of sending notifications through various channels. 2. **Custom Content**: Novu allows businesses to add custom content to their notifications, making it easy to tailor messages to specific needs and preferences. 3. **Built-in Connections:** It offers built-in connections to integrate with various communication providers, ensuring reliable delivery. #### **Pros:** * Cost-effective plans * Open source * Unified communication #### **Cons:** * Difficult to learn * Limited customization **3\. Knock** ------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bde96ebcd5d80f6a78hcwb2nxgbcjtgprutmeekok6uoityoveszwg6dxjkyyxpyehxiua0kxxpkp2glk2jef6bbtksj8tthnxooon2bedmn2ks-6b8dgexg3bvijimvokqp5ulk-3xlwqfqt9gimjiino65o-1707991137392-original.jpeg) [Knock](https://knock.app/) offers a robust notification infrastructure with APIs designed to build and manage notifications. It's a versatile alternative that allows businesses to engage with users across multiple channels and streamline cross-channel workflows.  ### **Key Features of Knock:** 1. **Single, Unified API:** Knock simplifies the process of managing notifications with a single, unified API, making it easier for businesses to reach users through various channels. 2. **SDKs in Multiple Languages:** It provides SDKs in multiple programming languages, ensuring compatibility and ease of integration for developers. 3. **Pre-built, Real-time Components:** Knock offers pre-built components that are real-time enabled, facilitating the creation and delivery of timely notifications. #### **Pros:** * Unified communication * Multi-channel support * Supports industry compliance #### **Cons:** * Limited features in the free tier * API integration is complex **4\. SuprSend** ---------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bda6b97f76610cd90dq9b2njlnjpn-d8kkutfgsvs6djzv6f6zit7efi1mmglpc9zvrusobhcp0enyrgofzs0qg54ewlmajw3z9dtlamqpbrc9pokeqilpiayihtb5mgwjcipaezg80l6kgq8zdidtqj9km84q-1707991137720-original.jpeg) [SuprSend](https://www.suprsend.com/) is a comprehensive notification infrastructure stack designed to help businesses create, manage, and deliver alerts reliably. It eliminates the need for developing an in-house notification service, offering multiple communication channels through a single notification API. ### **Key Features of SuprSend:** * **In-App Inbox for Website:** SuprSend offers an in-app inbox for websites, providing a convenient way to engage with users and deliver notifications directly on your platform. * **Channel Routing:** Businesses can route notifications to send messages through the most important communication channels, ensuring that messages reach users where they are most active. * **Real-Time Logs, Analytics, and Failure Alerts:** SuprSend provides real-time logs, analytics, and failure alerts, allowing businesses to track the real-time performance of their notifications and respond to any issues promptly. #### **Pros:** * Multichannel support * In-app inbox for easy communication * Multilingual messaging. #### **Cons:** * Elaborate  pricing tiers that may be difficult to understand * Not user-friendly **5\. Engagespot** ------------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652954ac033ee826fade45475kd-kxhun4iry3b5tkb6jmpnv8uskomn5xzwijwj8jmhaqwp4hkx40gem1bvkk-gvczqsodopzh0tnjnqydzkcdvgawclt2xn73d1rh8o6sndign9k4lnjdkvpnqg07jto1nomqvlhhzb4r2g6hgu-1707991137996-original.png) [Engagespot](https://engagespot.co/) is a no-code platform designed to create a custom notification engine, allowing businesses to build and scale a notification management system tailored to their specific needs. . ### **Key Features of Engagespot:** 1. **Customizable Front-end UI-Kit:** Engagespot provides a customizable front-end UI Kit, enabling businesses to design notification interfaces that align with their brand and user experience requirements. 2. **In-App Notification Inbox:** Users can take advantage of an in-app notification inbox, providing a centralized location for users to access and engage with notifications. 3. **Integration Options with Multiple Email Service Providers:** Engagespot offers seamless integration with multiple email service providers, enhancing email communication capabilities. #### **Pros:** * Diverse communication channels * Scalable infrastructure * Cost-effective plans #### **Cons:** * Steep learning curve * Limited customization **6\. Raven** ------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652954ac02fbf9763bdc17249cpkuwupi4yl3uizi0nkeqytfr6p4aeaecqdaw3buiezxrqatz17drw6-qjah7d42k8woie1olgvg9p4wfzu3s3atzsr6lmczdfnthwzdxhnvewb7kat1twhwkoaegfx3t5r9ysyeiyybwaxzv48z4-1707991138602-original.png) [Raven](https://www.raven.dev/) is a no-code notification infrastructure platform designed to orchestrate and track cross-channel transactional communication needs. It offers businesses visibility into notifications by consolidating logs and data. ### **Key Features of Raven:** 1. **Template Management**: Raven simplifies the management of notification templates, making it easy for businesses to create and customize messages to align with their brand and user experience. 2. **Intelligent Routing:** The platform features intelligent routing capabilities, ensuring notifications are sent through the most effective channels and reach users promptly. 3. **Single Dashboard to Track All Data**: Users can access a single, centralized dashboard to monitor and track data related to their notifications, providing a comprehensive overview of notification performance. #### **Pros:** * Diverse communication channels * Cost-effective plans #### **Cons:** * Lack of multi-channel delivery **7\. MagicBell** ----------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652954acbbfa7f595bc19700lhucvzyedtdc7ft9o5euxfgayeftmyfzskyqjrg9vv6uu0xfnbz6qkscmkz76febkby8skak8fmxiiomk1omkupyfei8nvp4akgkoybhiqg1seegn27jxq53uu-gxrjtd4kdxvuqvpgseriz3x0vq-1707991138946-original.png) [MagicBell](https://www.magicbell.com/) is a cloud-based notification system designed to help customers deliver notifications directly to inboxes through APIs and UI components. It empowers users to customize their notification inbox to suit their preferences. ### **Key Features of MagicBell:** 1. **UI Component for Flexibility**: MagicBell offers a user interface component that allows businesses to customize the front-end of their notification inbox, aligning it with their brand and user experience. 2. **Customizable Notification API Endpoint:** Users can customize the notification API endpoint to meet their specific needs and communication preferences. 3. **Preference Selection**: MagicBell allows users to set their preferred channels for receiving notifications, enabling a more personalized and effective communication experience. #### **Pros:** * Multi-channel delivery * Flexible pricing plans * Access controls and user controls are not easy to implement #### **Cons:** * Limited multi-channel support * Steep learning curve **What to look for when choosing a notification infrastructure?** ----------------------------------------------------------------- Selecting the right notification infrastructure is crucial for businesses aiming to enhance communication, user engagement, and overall customer satisfaction. When evaluating [notification infrastructure systems](https://www.fyno.io/), consider the following factors: ### **1\. Business Needs:** **‍**Consider your long-term objectives, such as scaling your notification system and adapting to evolving communication preferences. ### **2\. Audience and User Preferences:** **‍**Choose a notification infrastructure to deliver messages to your audience through their preferred touchpoints, ensuring your notifications are effective and well-received. Different users may prefer email, SMS, mobile app notifications, or other channels. ### **3\. Customer Support:** **‍**Reliable customer support is crucial. In the event of issues or queries related to your notification infrastructure, responsive and knowledgeable customer support can make a significant difference. ### **4\. Integration:** **‍**If your business already uses specific tools or platforms, ensure the chosen notification infrastructure seamlessly integrates with your existing tech stack. ### **5\. Pricing:** **‍**Price considerations are essential, especially for startups and small businesses with limited budgets. Evaluate the pricing models offered by different notification infrastructure systems. ### **6\. Scalability:** As your business grows, the volume of notifications you send may increase significantly. Opt for a notification infrastructure that can scale with your needs without encountering performance issues. ### **7\. Ease of Use:** **‍**Consider the ease of use of the notification infrastructure. No-code platforms, like [Fyno](https://www.fyno.io/), simplify the integration of various tools and the creation of automated communications, reducing the need for technical expertise. By carefully evaluating these factors, you can make an informed decision and choose a notification infrastructure that aligns with your business goals, engages your audience effectively, and supports your communication objectives. **Conclusion** -------------- Choosing the right notification infrastructure is crucial as it holds the power to impact user engagement and overall customer satisfaction significantly.  In this dynamic landscape of notification solutions, one alternative that stands out as the most versatile is Fyno. The no-code platform offers an array of advanced features, templates, and seamless integration options that can be a game-changer for your business.  So, if you seek to streamline your messaging processes and ensure 100% delivery of the right messages to the right customers, consider Fyno. The platform makes customer communication effective and exceptional. It keeps your users not just informed but truly engaged.  Are you ready to explore Fyno? [Book a demo](https://www.fyno.io/) with us now! **Frequently Asked Questions** ------------------------------ **1\. What is Courier notification infrastructure?** Courier notification infrastructure refers to the system or platform that enables the delivery of notifications to customers regarding the status of their packages or shipments. It provides real-time updates on the progress of the delivery process to both the logistics company and the customers. **2\. How does Courier notification infrastructure work?** Courier notification infrastructure integrates with the Courier's tracking system and other relevant data sources. When a package is scanned or its status changes, the infrastructure triggers automated notifications to be sent to the customer. These notifications can be in the form of SMS, email, push notifications, or even automated voice calls. The infrastructure ensures that customers receive timely and accurate updates about their packages, including delivery time estimates, delays, and successful deliveries.**‍** **3\. What types of notifications are typically sent through this infrastructure?** Courier typically sends various types of notifications to customers. These include: * Shipment confirmation: Notify customers that their package has been successfully picked up. * Delivery updates: Provide real-time updates on the package's location and estimated delivery time. * Delivery attempts: Inform customers about unsuccessful delivery attempts and provide instructions for rescheduling or alternative delivery options. * Delivery completion: Notify customers when their package has been successfully delivered. **4\. What channels are commonly used for Courier notifications?** Courier notifications are commonly sent through multiple channels to ensure effective customer communication. The most common channels used are: * SMS: Text messages are widely used due to their ubiquity and immediate reach. * Email: Notifications are sent to the customer's email address, providing detailed information about the package. * Push notifications: These notifications are sent directly to the customer's mobile device through the Courier's mobile app. **5\. Does Courier offer customization options?** Yes, Courier enables customizing notifications to cater to the specific needs of different businesses. The infrastructure can be tailored to reflect the branding and messaging of the specific brand. Additionally, you can configure the system to send notifications at specific stages of the delivery process with custom notification content and format. This allows businesses to provide their customers with a personalized and seamless notification experience. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Top 9 Multichannel Notification Systems For 2023 Author: Rohit Jain Published: 2023-10-08 Category: Resources Tags: Insights URL: https://www.fyno.io/blog/multichannel-notification-systems ![Multi-channel communications](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/operator-with-customers-1708338912184-compressed.jpg) Contents * [](#) * [Introductions](#introductions) * [1\. Fyno](#1-fyno)   * [2\. Courier](#2-courier) * [3\. Novu](#3-novu)  * [4\. Knock](#4-knock)  * [5\. SuprSend](#5-suprsend)  * [6. OneSignal](#6-onesignal)  * [7. CleverTap](#7-clevertap)   * [8. PushEngage](#8-pushengage)  * [9. MoEngage](#9-moengage)  * [Conclusion](#conclusion) Introductions ------------- Customers nowadays expect an omnichannel experience. They seek brands to contact them at their preferred touchpoint. Therefore, communication notification systems are business-critical for modern-day businesses. When your flight gets delayed or if you pay your credit card bills; you expect a confirmation mail or message immediately.    Here are some insights that reflect the importance of notifications. * As per the [Global Consumer Preferences for Multichannel Notifications Survey-2023](https://de.statista.com/global-consumer-survey) done by Statista, 56% of consumers prefer to receive notifications through multiple channels, including email, SMS, mobile apps, and social media. * [Campaign Monitor data](https://www.campaignmonitor.com/resources/guides/email-marketing-new-rules/) found a 760% increase in revenue with personalized email notifications. * In a report by [Salesforce State of Connected Customers Report](https://www.salesforce.com/news/stories/customer-engagement-research/#:~:text=Increasingly%2C%20customers%20consider%20whether%20their,the%20highest%20it%27s%20ever%20been.), 2022, 84% of customers say the experience a company provides is as important as its products and services. To make your journey of finding the best notification software easy, we have carefully curated a list of 9 best multichannel notification software.      **1\. Fyno**   -------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd3fd753a43961cc3amzyki8lk3c0i7hj6uyojauo-gelklqha59rtyigkvvla9u7d7rhcdbeal1ue0wffwg-piwq3ydpsd17ko7dj7y9c756nzp1adrheb131pz0yp5xd1vnoqxz1uzfxmctchiqymbr0hw-1707991142291-original.png) Fyno is a comprehensive notification infrastructure system that equips developers and product engineering teams to send notifications efficiently while eliminating the hassles of developing an in-house notification service from the ground up. The platform boasts a rich [array of features](https://www.fyno.io/blog/scalable-notification-infrastructure) designed to facilitate the dependable, flexible, and scalable delivery of notifications while giving importance to the end-user experience.  Additionally, Fyno streamlines the [notification workflow](https://www.fyno.io/automations), offering accessibility and efficiency and freeing your engineering teams to concentrate on your core task—building a great product for users while entrusting the complexities of notification management to a proven platform. **Website:** [**Fyno**](https://www.fyno.io/)  **Key Features:** A noteworthy feature of Fyno is its ability to predict the most effective notification channels by analyzing their engagement history. Moreover, it offers in-depth analytics, providing valuable insights into the performance of their notification campaigns. But that’s not all! Here is a list of features and functionalities that Fyno offers: **Routing:** Create smart communication [workflows](https://www.fyno.io/routing) spanning multiple channel providers and channels using Fyno's intuitive no-code flow builder.  * **Configure without coding:** Fyno allows you to configure cross-channel complex notification flows or backup protocols. You can do it with just a few clicks and drag-and-drop actions.   * **Trigger Notifications:** It deeply syncs with your customer data platforms/warehouses to trigger notifications.  * **Integration:** Fyno simplifies the [integration process](https://www.fyno.io/integrations) with 40+ integration options and 6+ communication channels, encompassing various providers, like Twilio, Exotel, Route Mobile, GupShup, Karix, Syniverse, ValueFirst, Plivo, Kaleyra, MessageBird, and more.   **Ease of Use:** The best part is you don't need advanced technical knowledge to build a scalable notification system; it's as straightforward as attaching a file to an email in Gmail.  **No Coding Required:** Say goodbye to writing codes for variables and conditions. The ease of integration ensures a smooth setup, empowering engineering teams to focus on delivering engaging notifications rather than grappling with writing and maintaining codes. **Template Management:** Fyno's t[emplate management](https://www.fyno.io/templates) simplifies your workflow, enabling effortless customization. No more juggling with operational disruptions due to coding errors. You're no longer burdened with the manual tasks of individually verifying each channel, saving productive time.   ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd1701ee5f274ba336jyd290b0f6fudeyw8u0zdnpmmbwh0yoahhedhexc7qamdrikprlreuogtph0vtf-gtscdckus7f7vdmaswvoubdpswroayj6btynyc9fxisu-yw7gfxquqbfgwkgzqi8z8btqyexvofo-1707991142649-original.jpeg) **Template Designer:** With Fyno's template designer, anyone can effortlessly modify, edit, and adjust message content.   **Test Version:** Every template you create can be saved as a Test Version to help you test different variations and templates' content per your business needs.  **Analytics:** Fyno’s powerful [analytics and logs](https://www.fyno.io/analytics) allow you to finetune your communication campaigns with high precision. You can access channels, providers, segments, message types, CTR, and open rates in a unified dashboard. The 360-degree view of your campaigns makes your life easier. This streamlined approach simplifies your workflow and improves access to valuable data, ultimately increasing efficiency in managing your communication records. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd70e5d74dfcbfcf3dyut4spnbx5zhneehnra77nzch1yfs7w-grzjq9ejaowjjascs32inu0hp54qctghtyqvstqg3eulk4l9e2opim7kavrnq2ys-exukus5eizvdouv2b5clvvojyig4znxgcr3ieqkiv-1707991142933-original.jpeg) ‍ **Unify Data:** By bringing together data from all your channels and vendors, Fyno eliminates the need to log into multiple platforms. Everything you need is conveniently centralized in one place. Also, you can spot patterns with visually displayed data.   **Efficient Data Exploration**: With Fyno's powerful filters, you can quickly delve into your data and find the exact message or information you want without navigating through different interfaces.  **Activity Trends:** It can be a valuable tool for clients to assess the effectiveness of their notification campaigns. By analyzing the data and gaining insights, internal teams can make informed decisions and develop a strategic roadmap that aligns with their desired business outcomes. **Debug Errors:** Fyno consolidates logs from all channels and providers on a single dashboard to help you identify and fix errors quickly.   **Pricing:**  Fyno offers two pricing plans to choose from to suit your business needs:  * Free Tier: Send upto 100,000 API requests/month. * Paid Tier: It is priced at $149 per month. This pricing plan is ideal for fast-growing companies. * Attractive pricing is available for high usage volumes.   If you are looking for more information about Fyno’s pricing plans, click [here](https://www.fyno.io/pricing).  **2\. Courier** --------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd3fd753a43961cc32dcwdwhkqrh5pifie8nunvtxpqyrlp8dwypegn6wzndislpqrvptyxqixwwgtjlhjeoh-8scewqqtdtpjc5kvdswwhngwg8eqhfoy9dmmam8ei3tfly7i-i5o8o-4vowmfbxc9k3hqr-1707991143206-original.jpeg) Courier provides a notification infrastructure to product and engineering teams to help them design, create, and manage notifications for all platforms–be it web, desktop, and mobile apps through a single API. Additionally, with this unified API, you can deliver notifications to several channels, such as push notifications, direct messages for Slack or Facebook Messenger, SMS, and email.  **Key Features:** Some of the key features that Courier offers include: * A notification designing studio with a drag-and-drop feature * The data logs and cross-channel engagement tracking features  * Delivery rules engine to route the messages to the notification channel they are intended for. * Unifies all your transactional notifications across teams, products, and channels * Template management to create and update message content.  **Website:** [Courier](https://www.courier.com/content/) **Pricing**  Courier offers three [pricing plans](https://www.courier.com/pricing/) to fit your various business needs: * Free: Good for beginners, but it has limited features. * Pro: Starts at $350 per month.   * Business & Enterprises: Custom pricing is available on request.   **3\. Novu**  ------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bdd71f95097bcda3bffut2nurxcmjyseitzx0fpmy72wux3kutyakv3br9dlalr6wlr9yuwrxrvwa4tcwq7keednbd5yumwtcxkpplhpawdagsisaccptrrcggkkqmrswh408n2mzbcwdymgb3sgukd5it-1707991143533-original.jpeg) Novu offers an open-source notification infrastructure for developers with simple components and APIs to help them create and manage all their communications—SMS, Chat, Email, and WhatsApp in one place. It offers a comprehensive suite of tools and features to simplify creating, managing, and delivering notifications.  **Key Features** Here are some of the features of Novu:  * Novu's API centralizes all communication channels in a single dashboard, including email, SMS, direct messages, push notifications, and more. * Provides tools for debugging deliverability and analyzing the patterns across multiple channels. * Helps manage content for all channels and in multiple languages without the need to redeploy code. * Timezone awareness is based on the users’ timezone and working hours. * Embeddable components and a notification feed API that can be used to build a fully featured notification. **Pricing:** Novu has [pricing options](https://novu.co/pricing/) for both cloud and on-premise:  Cloud: * Free: Suitable for small-scale deployments. * Indie Dev: Starts at $25 per month. * Business: For $200 per month ( up to 60,000 events monthly). * Enterprise: Available upon request  For Self-hosted (On-premise): Pricing specifications are available upon request.  **4\. Knock**  -------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bde96ebcd5d80f6a78hcwb2nxgbcjtgprutmeekok6uoityoveszwg6dxjkyyxpyehxiua0kxxpkp2glk2jef6bbtksj8tthnxooon2bedmn2ks-6b8dgexg3bvijimvokqp5ulk-3xlwqfqt9gimjiino65o-1707991143837-original.jpeg) Knock is a flexible, reliable notifications infrastructure built to scale with your business, empowering the users to use its APIs to design, build, and manage notifications through cross-channel workflows and easily manage notification preferences.  **Website:** [Knock](https://knock.app/) **Key Features:** Knock’s key features include the following:  * Supports your versioning process, supporting changes, commits, resets, and audits for tracking changes. * Allows to experiment in a development environment before deploying changes to production. * Take a peek into the API journey, workflow runs, and message deliveries to grasp user experiences. * Customize colors, themes, and layouts for uniform brand representation. * Fyno’s Built-in tenancy model to cater to specific customer feeds and unique branding options. * **Create workflows across multiple channels** **Pricing:**  Knock offers four [pricing plans](https://knock.app/pricing):  * Developer: It’s a free plan that allows you to start your journey with up to $10,000 notifications.  * Starter Plan: For only $250 per month, manage up to 50,000 notifications.  * Enterprise Option: Tailored solutions to meet unique business needs.  * Free Trials: If you opt for a Starter Plan, you can also explore Free Trials to experience Knock's capabilities before making a commitment. **5\. SuprSend**  ----------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bda6b97f76610cd90dq9b2njlnjpn-d8kkutfgsvs6djzv6f6zit7efi1mmglpc9zvrusobhcp0enyrgofzs0qg54ewlmajw3z9dtlamqpbrc9pokeqilpiayihtb5mgwjcipaezg80l6kgq8zdidtqj9km84q-1707991144232-original.jpeg) SuprSend is a notification infrastructure tool that offers a comprehensive solution while eliminating the necessity of developing in-house notification services. It is the ideal choice for businesses looking for a secure notification solution.  **Website:** [SuprSend](https://www.suprsend.com/) **Key Features:**  SuprSend has the following features to support various notification needs: * Reliable, scalable, and fast notification infrastructure.  * Provides actionable insights and logs for troubleshooting.  * Single API for event-based integration across various channels. * Integrate notifications seamlessly across SMS, email, mobile and web push, and Slack. * Tailor your notifications effortlessly with graphical templates while reducing the need for coding.   * Automated node to enhance notification delivery for optimal user experience. * Centralized dashboard to analyze, audit, and debug notifications conveniently.  **Pricing:** Here are the three [pricing plans](https://www.suprsend.com/pricing) offered by SuprSend: * Free Plan: $0 up to 10,000 notifications, at no cost. * Growth Plan: For just $99, you can send up to 25,000 notifications.  * Enterprise Option: Tailored solutions with pricing that matches your unique requirements **6. OneSignal**  ----------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd5ef1ee869f168bc74w7a2ngoxjrt9hrgglcmeh-vxxjgeqthqahqp3g6fpesaapccr9zd9hgtjtuqesqxxbc3h2mf8dvqtwvemhy9-nipcwgi0dilg0woqhhy9uk5ru61h4n6lyi9lb3hyec4k1pi3ft-1707991144493-original.jpeg) OneSignal offers a wide range of customer engagement solutions, like email, mobile, web push notifications, mobile push notifications, in-app messaging, and SMS. It has been designed to deliver messages quickly. Its features include an open API, automation, personalized options, and reporting and analytics tools. It offers a scalable way to engage with users.  **Website:** [OneSignal](https://onesignal.com/) **Key Features:** Some of the important features include: * All-in-one messaging API to suit various business needs. * Scalable batch operations. * No-code visual workflow builder. * SDKs for native and cross-platform frameworks, helping you save time in integration * CRM integration options with a wide range of providers available.   **Pricing:** OneSignal offers a transparent and straightforward [pricing model](https://onesignal.com/pricing). It has four -tier pricing plan: * Free: Limited features available. * Growth: Starts from $9 per month. * Professional: $99 per month. * Enterprise: Custom pricing based on additional features and needs.    **7. CleverTap**   ------------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd5ef29851177a8285ewvb2dkteduadlqje0k5ssu4fu98lqeqngd2bwglzxbika3gp4qpnbynxul1nigz9k-1e4rp5tlhexieiy5sl1elxjuumgpnwzwnlroof9xvfdgf-haxv96zgy1lsgtw3ncscutgrrj-1707991144767-original.jpeg) CleverTap is an all-in-one customer engagement platform that empowers marketers to create and send tailored customer engagement strategies on a large scale. It provides a wide range of analytics tools such as flows, pivots, A/B testing, user segmentation, funnels, and cross-channel marketing features. It empowers marketers to design personalized campaigns powered with data-driven precisions, including push notifications, triggered messages, and scheduled offers, which can be optimized for specific user segments. It enables businesses to personalize every customer experience to earn their loyalty.   **Website:** [CleverTap](https://clevertap.com/) **Key Features:**  Some of the critical features of CleverTap include:  * Empowers you to segment users based on their actions and profile attributes, launch targeted campaigns, and evaluate campaign performance.  * SDKs for efficiently tracking user interactions across mobile apps and websites.  * APIs facilitate the seamless transfer of user profiles and event data from any source to CRMs. * Seamlessly integrating with communication platforms like SendGrid and Twilio.  * Webhooks to trigger backend workflows instantly.  **Pricing:** CleverTap offers three [pricing plans](https://clevertap.com/pricing/): * Essentials: 6000 INR per month.   * Advanced: Available on Request.   * Cutting Edge: Available on Request.  **8. PushEngage**  ------------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd70e5d74dfcbfcee7lgu87lw0bk91djccfffu46sity3mzeke3bedw1fdcw0t4pvi1od2aasnugueaocobf5wfstm3rxvxs1caaqlerq0znfmxoxns7uent9qmlj3zp1xm-dpe5zyqoh2-d5ghmjaoqkvufz-1707991145074-original.jpeg) PushEngage is a well-known marketing notification system that empowers businesses to effectively engage with desktop and mobile users across popular web browsers such as Chrome, Safari, and Firefox through push notifications. The platform offers two distinct options to cater to various business needs. Firstly, the SaaS version for creating and managing personalized push notifications exists. Secondly, there is the Push Notification API, which empowers businesses with greater customization and integration capabilities.  **Website:** [PushEngage](https://www.pushengage.com/?utm_source=GoogleAds&utm_medium=Paid&utm_campaign=Brand&gclid=Cj0KCQjw1OmoBhDXARIsAAAYGSHCKyi1nr0zt-FDfv_aRUC96S-2O2fjz4Bygg0YyPl7hxkKiQQqNfEaAhr4EALw_wcB)  **Key Features:** Here are a few critical features of Push Engage:  * Segment your audience based on various factors, such as demographics, behavior, and interest.   * Personalize your push notifications with dynamic content, such as the user's name, location, or interests.  * Automate your push notification campaigns to send targeted user messages based on their behavior. * Detailed analytics to improve future campaigns. * Integrate your push notification platform with popular apps and services to manage all of your push notification campaigns from a centralized dashboard.  **Pricing:**  PushEngage offers four [pricing plans](https://www.pushengage.com/pricing/):  * Free: Suitable for small businesses.    * Business: $9 per month. This is ideal for SMEs.  * Premium: $29 per month. This is ideal for scale-ups and growing businesses.  * Growth: $49 per month. This is suitable for enterprise needs.   **9. MoEngage**  ---------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/652403bd748909d3e1cfc93b5d4uf-hvgrxxzwmqeeayqeiodcijr5-kast5te85gi1n2ftjvokltir10r8e5xz62vhffdfifugneu5ak8slvhjhkb3eady7c8khwtyebfmuzgkr7j61xmjv3y8f9wpjf6la7eael-1707991145355-original.jpeg) MoEngage focuses on customer engagement which has been designed to provide marketers and product owners with valuable insights to improve customer satisfaction and loyalty. With MoEngage, businesses can analyze customer behavior and effectively engage with them through personalized communication across various web, mobile, and email channels. The platform offers features and capabilities, including powerful customer analytics, AI-powered journey orchestration, and personalized experience through a unified dashboard. **Website:** [MoEngage](https://www.moengage.com/exp/schedule-demo-ind/?campaignid=1721027458&adgroupid=69168742922&adid=542215728196&utm_campaign=GS-India-Brand-Request-Demo&utm_source=adwords&utm_term=moengage&utm_medium=cpc&hsa_net=adwords&hsa_mt=e&hsa_ver=3&hsa_kw=moengage&hsa_ad=542215728196&hsa_src=g&hsa_grp=69168742922&hsa_cam=1721027458&hsa_tgt=kwd-416025363357&hsa_acc=7352429802&gad=1&gclid=Cj0KCQjw1OmoBhDXARIsAAAYGSGTWawC4qftLjp1EW2_exMawHx2gv0cJ0LCPLHRWGnk67G3Xn3XKEgaAvygEALw_wcB) **Key Features:** Some of the critical features of MoEngage include: * Provides a convenient solution for AB testing, allowing you to experiment with different versions of your app or website on real users. This eliminates the need for manual testing and the associated waiting time.  * Developers can use MoEngage's secure API to seamlessly integrate data from any source into their apps. This ensures data privacy and a smooth flow of information. * With MoEngage, you have complete control over user actions on your site or app through access controls and permissions.  **Pricing:**  MoEngage offers two [pricing plans](https://www.moengage.com/plans-and-pricing/): * Grow: Optimal for start-up & mid-market brands.  * Scale: Suitable for enterprise requirements.   **Conclusion** -------------- Notifications are the key to fostering customer engagement and enhancing customer retention, and thus, driving business outcomes. Among the top 9 contenders in this space, Fyno stands out with its robust capability and affordability, thus offering the best value for money.  Enhance your notification system with [Fyno's robust notification infrastructure](https://www.fyno.io/). [Schedule a Demo!](https://www.fyno.io/routing) --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 9 Must-Have Customer Engagement Tools to Consider in 2023 Author: Rohit Jain Published: 2023-10-03 Category: Articles Tags: Communication experience URL: https://www.fyno.io/blog/customer-engagement-tools ![customer engagement tools](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/operator-with-customers-1708334255586-compressed.jpg) Contents * [Introduction](#introduction) * [9 essential customer engagement tools to power your business](#9-essential-customer-engagement-tools-to-power-your-business) * [1\. Proactive communication system](#1-proactive-communication-system) * [2\. User Analytics Tools](#2-user-analytics-tools) * [3\. Multi-channel customer support platforms](#3-multi-channel-customer-support-platforms) * [4\. Social media management software](#4-social-media-management-software) * [5\. Feedback and survey apps](#5-feedback-and-survey-apps) * [6\. A/B testing software](#6-ab-testing-software) * [7\. User onboarding platforms](#7-user-onboarding-platforms) * [8\. Knowledge base platforms](#8-knowledge-base-platforms) * [9\. Conversational chatbots](#9-conversational-chatbots) Introduction ------------ In 2023, as markets continue to shift, competition intensifies, and consumer expectations reach new heights, the importance of customer engagement has never been more pronounced. Some statistics around customer engagement in 2023, * A significant majority, [67%](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement#:~:text=67%25%20of%20consumers%20say%20that%20having%20to%20repeat%20their%20information%20more%20than%20once%20would%20cause%20them%20to%20stop%20shopping%20with%20a%20business) of consumers, express that the need to repeat their information multiple times would lead them to quit shopping with a business. * Businesses that effectively connect with their B2B customers experienced a substantial [63%](https://news.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx) reduction in customer attrition. * Nearly half of consumers, [48%](https://www.twilio.com/en-us/state-of-customer-engagement/trend-1), indicate that they would quit a brand if their experience lacks personalization. Thousands of SaaS platforms offer many tools and technologies that enable businesses to engage with their customers meaningfully. From proactive communication infrastructure and AI-powered assistants to data analytics and CRM integration, the toolbox for customer engagement has expanded exponentially. In this blog, we'll explore nine must-have customer engagement tools that should be on your radar in 2023, empowering you to stay ahead of the curve and create meaningful connections with your customers, prospects or audiences.  9 essential customer engagement tools to power your business ------------------------------------------------------------ Here is the list of our top customer engagement tools, ### 1\. Proactive communication system Proactive notification systems enable businesses to communicate critical updates and communications, making them indispensable to any modern business strategy. Some of the best proactive notification infrastructures are [Fyno](https://www.fyno.io/), [Courier](https://www.courier.com/) & [Knock](https://knock.app/) #### Important features of Proactive notification infrastructure **Ready integrations:** Seamless and ready integration with communication service providers and channels like Email, Chat, WhatsApp, SMS, Push and In-App. **Template management:** No-code, drag-and-drop editor to create and [manage templates](https://www.fyno.io/templates) that are compatible with multiple channels. **No-code routing:** Drag-and-drop [routing workflow](https://www.fyno.io/routing) creation with multi-point triggers and, more importantly, the fail-over protocols to achieve 99.9% delivery. **Analytics:** [Real-time analytics](https://www.fyno.io/analytics) on delivery rates, open rates, and click rates across all channels and know which channel works best for your customer. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/651b95c602961ae82858ca81framepercent201077241494-1707991145993-original.png) Send critical communications with a single API, [Fyno - Schedule Demo](https://www.fyno.io/) ### 2\. User Analytics Tools User analytics tools are the backbone of data-driven customer engagement strategies. They offer invaluable insights into user behavior and preferences, enabling businesses to optimize their approach. Some popular user analytics tools include [Google Analytics](https://marketingplatform.google.com/about/analytics/), [Mixpanel](https://mixpanel.com/) and [Segment](https://segment.com/). #### Must-Have Features of a User Analytics Tool: **Comprehensive Data Tracking:** A robust user analytics tool should capture a wide range of data, including user interactions, session durations, click-through rates, and more. This comprehensive data collection provides a holistic view of user behavior. **Advanced Segmentation:** Effective user analytics tools allow for advanced segmentation based on user attributes, behaviors, or demographics. This feature enables businesses to target specific user groups with tailored content and engagement strategies. **Real-Time Reporting:** Timeliness is crucial in the fast-paced digital landscape. A top-tier user analytics tool provides real-time reporting and insights, allowing businesses to react swiftly to user trends and make informed decisions to enhance customer engagement. ### 3\. Multi-channel customer support platforms Multi-channel customer support platforms have revolutionized the way businesses engage with their customers. These versatile tools enable companies to connect with users across various communication channels, fostering better engagement. Some popular Multi-channel customer support platform tools include [Hiver](https://hiverhq.com/), [Intercom](https://www.intercom.com/), [Zendesk](https://www.zendesk.com/?ref=437) and [Freshdesk](https://www.freshworks.com/freshdesk/) #### Must-Have Features of Multi-Channel Customer Support Platforms: **Unified Inbox:** A multi-channel customer support platform offers a unified inbox that consolidates messages from email, chat, social media, and more. This centralized view ensures that customer inquiries are efficiently managed, preventing the risk of overlooking or duplicating responses. **Omnichannel Capabilities:** Seamlessly switching between channels while maintaining a consistent conversation thread is vital. Multi-channel support platforms allow agents to provide uninterrupted support, whether customers reach out via email, chat, phone, or social media, resulting in a more cohesive and engaging experience. **Integration with Customer Data:** These platforms should integrate with customer data and history to deliver [personalized products](https://www.milople.com/magento-2-personalized-products.html), support and engagement. Agents can access valuable insights, such as previous interactions and purchase history, empowering them to provide tailored solutions and build stronger relationships with customers. ### 4\. Social media management software Social media management software has become indispensable for businesses seeking to enhance customer engagement in the digital age. These platforms empower organizations to manage their social media presence efficiently, interact with customers, and deliver compelling content. Some popular Social media management software include [HubSpot Marketing Hub](https://www.hubspot.com/products/marketing/social-inbox), [Zoho Social](https://www.zoho.com/social/), [Sprout Social](https://sproutsocial.com/) and [SocialPilot](https://www.socialpilot.co/) #### Must-Have Features of Social Media Management Software: **Centralized Content Scheduling:** A key feature of social media management software is the ability to schedule and publish posts across multiple social media platforms from a centralized dashboard. This streamlines content distribution, ensuring a consistent and engaging online presence. **Social Listening and Monitoring:** Effective engagement starts with listening to what customers are saying. These tools provide social listening capabilities, tracking brand mentions and relevant conversations. This enables businesses to respond promptly to customer inquiries, feedback, and concerns, fostering a more meaningful dialogue. **Analytics and Reporting:** Comprehensive analytics and reporting features are essential for gauging the effectiveness of social media engagement efforts. Social media management software offers insights into engagement metrics, audience demographics, and post performance, allowing businesses to refine their strategies and deliver more relevant content to their target audience. ### 5\. Feedback and survey apps Feedback and survey apps have emerged as potent tools for customer engagement, offering businesses a direct line to gather valuable insights and opinions from their audience. These applications facilitate two-way communication, enabling companies to effectively listen, understand, and respond to customer needs. Some popular Feedback and survey apps include [SurveyMonkey](https://www.surveymonkey.com/), Google Forms, [Typeform](https://www.typeform.com/) and [Zoho Survey](https://www.zoho.com/survey/). #### Must-Have Features of Feedback and Survey Apps: **Customizable Survey Templates:** Feedback and survey apps should offer a variety of customizable templates to create surveys tailored to specific objectives. These templates allow businesses to gather feedback on various aspects, from product satisfaction to customer service experiences, ensuring relevance and effectiveness. **Multi-Channel Distribution:** To engage a broad audience, these apps should support multi-channel distribution, including email, social media, and website embedding. This feature ensures that surveys reach customers where they are most comfortable, maximizing response rates and engagement. **Real-Time Analytics and Reporting:** Comprehensive analytics and reporting capabilities are essential. Businesses should be able to access real-time insights into survey responses, enabling them to identify trends, track customer sentiment, and make data-driven decisions to improve products, services, and overall customer engagement. ### 6\. A/B testing software A/B testing software has become a linchpin in customer engagement strategies, allowing businesses to optimize their marketing and user experience efforts. A/B testing enables organizations to make data-driven decisions that improve customer engagement by comparing two variations of a webpage, email, or campaign. Some popular A/B testing software includes Google Optimize, Unbounce, Adobe Target and Optimizely. #### Must-Have Features of A/B Testing Software: **Effortless Experiment Setup:** A/B testing software should provide a user-friendly interface for setting up experiments without requiring advanced technical skills. It should enable businesses to effortlessly create variations of web pages, emails, or content elements to test different strategies, ensuring a seamless and efficient testing process. **Accurate and Real-Time Reporting:** To make informed decisions, A/B testing software must offer accurate and real-time reporting of experiment results. It should provide insights into key metrics like click-through rates, conversion rates, and engagement levels, allowing businesses to quickly identify winning variations and optimize their customer engagement strategies accordingly. **Segmentation and Targeting Options:** Effective A/B testing involves segmenting and targeting specific audience groups. The software should offer advanced segmentation and targeting options based on user demographics, behavior, or other criteria. This enables businesses to tailor their experiments to different customer segments, delivering a more personalized and engaging experience. ### 7\. User onboarding platforms User onboarding platforms play a pivotal role in shaping the initial interactions between customers and a product or service. These tools guide users through the onboarding process, helping them understand and utilize the offering effectively. In addition to the initial setup, user onboarding platforms contribute significantly to long-term customer engagement. Some popular User onboarding platforms include Userpilot, Appcues, Whatfix and Pendo. #### Must-Have Features of User Onboarding Platforms: **Interactive Tutorials and Guides:** User onboarding platforms should offer interactive tutorials and step-by-step guides that introduce users to essential features and functionalities. These guides should be engaging and user-friendly, making it easy for customers to grasp the value of the product quickly. **Personalization and Segmentation:** Effective user engagement often depends on providing tailored experiences. User onboarding platforms should allow for personalization and segmentation, enabling businesses to create unique onboarding journeys based on user preferences, behavior, and specific needs. **Progress Tracking and Analytics:** To continuously improve the onboarding process and overall customer engagement, these platforms should offer progress tracking and analytics. This feature helps businesses identify where users may face challenges or drop off during onboarding, enabling them to make data-driven improvements and keep users engaged throughout their journey. ### 8\. Knowledge base platforms Knowledge base platforms have become indispensable tools for enhancing customer engagement. These platforms serve as comprehensive repositories of information, offering customers self-service options and access to vital product or service-related knowledge.  Some popular knowledge base platforms are Helpscout, Document360 and HIver. #### Must-Have Features of Knowledge Base Platforms: **Searchable Content:** Knowledge base platforms should provide a robust search functionality, allowing users to quickly and easily find the information they need. This ensures a seamless and efficient self-service experience, reducing the need for direct customer support and keeping users engaged. **Multimedia Support:** To engage a diverse audience, knowledge-based platforms should support various content formats, including text, images, videos, and interactive elements. This versatility enables businesses to convey information in a way that resonates best with their customers, enhancing comprehension and engagement. **Analytics and Feedback Integration:** These platforms should offer analytics and feedback integration to continuously improve the knowledge base and its effectiveness in customer engagement. This feature enables businesses to track user interactions, identify popular content, and gather insights from customer feedback, allowing them to refine and expand their knowledge base to serve their audience better. ### 9\. Conversational chatbots Conversational chatbots have revolutionized customer engagement, providing businesses a versatile real-time tool to interact with customers. These AI-powered virtual assistants facilitate seamless, automated conversations and deliver quick responses, assistance, and personalized experiences. Some popular conversational chatbots are Intercom, Kore.ai and Drift #### Must-Have Features of Conversational Chatbots: **Natural Language Processing (NLP):** Effective conversational chatbots are equipped with NLP capabilities, enabling them to understand and respond to user queries in a human-like manner. This feature ensures that customers have a smooth and natural interaction with the bot, increasing engagement and satisfaction. **Multi-Channel Integration:** To engage customers across various touchpoints, chatbots should integrate seamlessly with multiple communication channels, including websites, mobile apps, social media, and messaging platforms. This omnichannel capability ensures that customers can access assistance wherever they prefer, enhancing accessibility and engagement. **Personalization and Context Retention:** Conversational chatbots that can remember previous interactions and personalize responses based on user history and preferences are highly effective. This feature creates a more personalized and engaging experience, as customers feel understood and valued by the bot, leading to improved customer engagement and loyalty. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to build a customer notification system - A step-by-step guide Author: Rohit Jain Published: 2023-09-29 Category: Articles Meta Title: Build an Efficient Customer Notification System | Fyno Meta Description: Discover how to build a customer notification system with Fyno. Learn essential features, benefits, and best practices for effective customer engagement. Tags: Communication experience, Customer communication URL: https://www.fyno.io/blog/customer-notification-system The right messaging is crucial to business success in today’s fast-evolving digital landscape. Modern-day customers expect businesses to engage with them with the right message at the right time on their preferred platform. Utilising social media platforms as an effective communication method for two-way communication between businesses and customers is essential. Businesses that successfully meet these expectations experience higher retention and customer loyalty. Various studies confirm this trend, too. * A research study by [Podium](https://cms.podium.com/wp-content/uploads/2021/03/The-Modern-Customer-10-Surprising-Ways-You-Can-Use-Text-Messaging.pdf) shows that 90% of customers prefer interacting with a brand. * Another [report from OneSignal](https://prnewswire.com/news-releases/onesignal-state-of-customer-messaging-report-reveals-mobile-push-notifications-as-top-re-engagement-channel-301532818.html) confirms that brands using notifications to deliver messages intelligently in preferred time zones and channels experienced a 28% boost in engagement compared to those that don’t. This guide provides a detailed step-by-step tutorial on how to build a [customer notification](https://fyno.io/blog/customer-notification-system#customer-notification-system-challenges-galore) system without any coding. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/social-media-templates-design-1724012471387-compressed.png) **Why customer notification systems matter: The hidden story**  --------------------------------------------------------------- Most companies make the mistake of [creating a notification system](https://www.fyno.io/blog/how-building-a-notification-system-in-house-can-be-expensive-clutgsbgd006d26aowhln37va) from scratch, only to realize later the futility of their entire endeavour. Here is a reality check if you are looking to build a notification system: * **It’s more than a one-and-done task:** Developing a notification system is just the beginning. You can’t simply trigger notifications and forget; you must ensure the right messages reach the right people at the right time. * **Maintenance can feel like a marathon:** Notifications aren’t just a matter of pressing the send button. It requires continuous optimization. * **The troubleshooting challenges:** Glitches are an unavoidable reality in the world of technology. You should be able to identify and troubleshoot the bugs as and when they appear. * **The ‘unsubscribe’ conundrum:** It’s a tricky aspect. If users continue to find your messages irrelevant, they won’t hesitate a second to hit the unsubscribe button. Therefore, the challenge is to build a system that does not let them go off the hook. Leveraging insights from customer interactions can help optimise service offerings and improve overall communication management. Some businesses even smartly utilise social media platforms as an effective communication method for two-way communication with their customers. Simply put, [developing a communication engine](https://www.fyno.io/blog/why-is-it-difficult-to-build-an-internal-comms-engine) or a notification engine is just the starting point; the real challenge lies in sustaining it to the point where it captures user interest. That’s the hidden story behind notifications. **How to build a notification system?** --------------------------------------- Notifications keep customers updated with the latest information and events, ensuring they remain engaged with your brand. Building an efficient notification system is essential to staying ahead in today’s competitive market. Utilising multiple communication channels to enhance customer interaction and prevent service bottlenecks is crucial for a responsive and effective notification system. ### **What determines a notification's success?** The success of a notification relies on several key factors. * **Relevance** is crucial—notifications should be timely and tailored to customer preferences. * **Timing** is crucial because sending notifications when audience engagement is highest boosts their engagement. * Lastly, **clarity** is essential. Ensure that each message clearly communicates its intent, reducing ambiguity contributes to higher customer satisfaction. **Notification system: Critical features**   -------------------------------------------- A customer notification system simplifies the process of sending, tracking, and handling notifications through SMS and Email channels, empowering product engineering teams to design, build, and implement a feature-rich notification system. Organising and personalising customer communications is crucial for enhancing client relations and overall business success. ### **Framework for a notification system** Some of the prominent features of a customer notification system include: * **Multi-channel support:** It’s the backbone of any customer notification system. A robust system allows you to reach customers through various channels, including email, SMS, WhatsApp, [push notifications, and in-app messages](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications). * **Integration:** It enables hassle-free and fast integration of the notification system into your app or website and other third-party software. * **Message templates:** Since every messaging channel has unique content requirements, the notification software system should offer a wide range of templates for consistent and branded notifications. * **Trigger-based notifications:** Implement notifications based on specific user actions, such as order confirmation, OTP validation or other account-related activities. * **Multiple use cases:** A customer notification system should cater to specific use cases, including reminders, alerts, feedback, two-way notification, authentication, support, and marketing. * **Segmentation:** Segment your customer base according to your marketing campaign requirements to reach targeted customers and increase messaging relevance. * **Message personalization:** It allows you to create and send personalized communication notifications with user-specific information, [enhancing customer engagement.](https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement)​ * **Customization:** It allows you to customize almost everything - the content, templates, features, layout, timing, and notification triggers. * **Automation:** This feature enables you to set up automated communication workflows for various use cases and scenarios, such as sending order confirmations or password reset emails. * **Message scheduling:** Schedule notifications for specific events, dates, and times to deliver timely messages and use [corporate events calendar](https://www.virtosoftware.com/use-cases/corporate-events-calendar/) to manage and coordinate these events. * **Real-time updates:** For highly time-sensitive events and emergencies, send near-real-time notifications, such as SMS, Emails, WhatsApp, or Push notifications. * **Analytics and reporting:** Track key performance metrics with comprehensive analytics and reporting features. * **Security and compliance:** Since customer notifications deal with sensitive user data, they should protect sensitive customer data and ensure compliance with global and local data protection regulations, such as [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7) or [HIPAA.](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr)​ * **Scalability:** A notification system should be able to handle varying load levels with an increasing customer base and business growth. It should be able to send messages without causing delays or overloading the system. > Recommended Read: [9 best notification infrastructure tools](https://www.fyno.io/blog/notification-infrastructure-solutions)​ **Challenges of developing a Notification System** -------------------------------------------------- Though customer notifications have a proven track record of boosting engagements, customers have diverse preferences for [communication channels](https://www.fyno.io/blog/communication-channels). Email, WhatsApp, web notifications, in-app messaging, SMS, and cross-platform mobile push notifications have set standard user expectations. Some savvy customers even prefer to receive notifications on Slack. This is where the need to conduct a reality check arises: * Keeping customers engaged through all touchpoints is a monumental task, especially if it is not your engineering team’s core competency. * Developing a full-stack customer notification system from scratch may pose a formidable challenge for the product team. It involves navigating complex issues like scalability, workflow automation, and many more tasks. These complexities often translate into time-consuming implementation and integration processes. But on the other hand, proactive communication is crucial here, as it involves reaching out to customers before they initiate contact, demonstrating a customer-centric mindset and fostering positive relationships. * As the notification management system becomes more complex with the expansion of the user base, maintenance and upgrade costs increase significantly. Why build another app when 2 billion users are already on WhatsApp? Build app-like experiences within WhatsApp, without any API changes [Learn more](https://www.fyno.io/whatsapp-flows)[Try Fyno for Free](https://app.fyno.io/login) Examples of good and bad customer notification experiences ---------------------------------------------------------- Customer notifications can make a significant impact on customer experience. Effective notifications foster trust, while poorly executed ones lead to dissatisfaction. Well-crafted transactional and marketing messages play a crucial role in customer communication management by impacting customer interactions and perceptions. Here are some examples: ### **Example 1: Promotional push notification** A well-crafted promotional push notification targets specific customer needs. For instance, a bank might send a push notification to customers who frequently use credit cards, offering them a tailored loan product based on their spending patterns. This kind of enterprise notification system ensures customers receive relevant and valuable offers. A poor example is a bank sending push notifications about irrelevant offers, such as home loans to college students. Such notifications cause customers to ignore future communications, damaging trust. ### **Example 2: Promotional SMS** A good example of a promotional SMS in fintech is one that informs customers about new features that align with their interests. For instance, a fintech app might notify users of a new savings feature through an SMS that explains its benefits and how to use it. Such customer notifications help customers make the most of the app's features. A bad example is an SMS blast about new services that aren't personalized. If customers receive frequent SMS messages about irrelevant services, they're more likely to unsubscribe. ### **Example 3: Transactional SMS** An effective transactional SMS in BFSI is one that promptly alerts customers about critical actions. For instance, if there's a suspicious login attempt on their account, an SMS can notify customers immediately, allowing them to secure their account. This type of customer notification system helps prevent fraud and builds customer trust. A poor example is a transactional SMS that lacks essential details or uses confusing language. For example, an SMS stating "Transaction Alert" without specifying the transaction type or amount leaves customers unsure of what to do next. **The Fyno advantage**  ----------------------- [Fyno](https://fyno.io/) is a developer-first [notification infrastructure platform](https://fyno.io/) designed to address the issues development teams face. It offers distinct advantages. * **Seamless setup:** With just one line of code, Fyno simplifies the setup process and allows you to initiate your notification system smoothly and without hassle. * **Intuitive smart routing:** Our robust [routing system](https://fyno.io/routing) makes achieving harmony across multiple channels a breeze. You can effortlessly design and execute intricate cross-channel notification flows, even for the most complex scenarios. * **Effortless scaling with automation:** Elevate your scalability game effortlessly with our [powerful automation](https://fyno.io/automations). It eliminates the complexity of coding, simplifying the process of connecting various systems and workflows seamlessly. * **Centralized template management:** Maintain consistency in your messaging by managing and customizing templates for diverse notification events in one centralized location. This will ensure a unified and impactful brand message. * **Real-time insights for proactive growth:** Embrace the dynamic world of real-time data to monitor notification volumes, performance, and engagement across multiple channels and providers. Stay ahead of the curve to gain a competitive edge. * **Streamlined notification management:** Simplify your workflow with Fyno’s unified interface, designed for effortless notification creation, previewing, and dispatching. Navigate through the entire process with remarkable ease. * **Enhance customer retention:** Engage proactively with customers by leveraging automation and personalized notifications. Offer tailor-made incentives, product recommendations, and timely updates to elevate the user experience, keep the customers in the loop and foster loyalty. **Building a notification system with Fyno** -------------------------------------------- With Fyno, even your junior-most developer can build and integrate a world-class customer notification system within a few minutes. It offers a silver lining for product companies that are looking for a robust, feature-rich notification engine without burdening their engineering teams. Effective customer communication is crucial for engaging consumers throughout the entire customer journey, highlighting interactions at various touchpoints. ### **Getting started**  So you're ready for this journey! ➡️ The first thing you'll need to do is set up a Fyno account. Send a Request Access by entering your email ID to schedule a demo.  ➡️ Enter your User ID and Password to access the main dashboard.   ### **Seamless integration and set-up** ➡️ First, it'll be helpful to begin by collecting your API credentials or authentication keys from your current communication providers or platforms.   ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6516abf742d51897261babc1xyihg8nhjizzalppqczxhtbkpxrlafgkaixfsj0ex4vklfbehln5cksmi32b0ypfj5hqhcgpyfx8ajrgbk9ycher2g6r2p16j8xospmerpy487sjlqmsh8ut4oa7tew52yvlwvt2r220nwy1hxtw-1707991146707-original.png) ➡️ Click **View Integrations,** as shown in the screenshot above. ➡️ Next, choose your provider, enter the credentials, and add the specified channel or provider you need. If your provider isn't listed, Fyno can add them within 5 days. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6516abf7a170ca9b5bada53e8tkk70vvif-mire1jnkmxzoclbll32fzjvy3vvneq5qj-pnbjovtz38ossoxdc3pjkqdrg7j6rlecbhy-jqecxw3re5lbsi9gk0vsskijjw6ktp1ojd68sehhbql0pvpjkynwmadbk17irnhufmuag-1707991147089-original.png) This process is super easy and can be completed in 5 minutes. For more information, refer to [Fyno's documentation](https://docs.fyno.io/docs/integrations-introduction).  Additionally, you can refer to the following documentation for channel integration: * [Messaging (SMS)](https://docs.fyno.io/docs/sms-channel) * [WhatsApp](https://docs.fyno.io/docs/whatsapp-channel) * [Email](https://docs.fyno.io/docs/email-channel) * [Chat](https://docs.fyno.io/docs/chat-channel) (Slack and Teams)  * [Push Notification](https://docs.fyno.io/docs/push-notification-channel)  ### **Customise templates** It's a [WYSIWYG](https://fyno.io/templates) (What You See is What You Get) template editor. Fyno allows developers to create and store templates for all your message content. You can also customize them to fit different situations or people without coding with just drag and drop.   ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6516abf70479a2589ca23016jdjl1igifyncvlikgzig3eaaxrgpuirq60tyisnhf0u8xzdple4cjhiqybqhwfvsvzgovxlhaxwjqvxgyvkodv6pksizuzvg7oyjetjsshmatqskwccnbxqqkvt71bpbwnwalyg5vskiwarflzilg-1707991147469-original.png) These templates are organized by the type of channel you use for communication. It's a critical part of building a notification system, and Fyno makes this process a breeze. To know more about templates, refer to the [document](https://docs.fyno.io/docs/templates-getting-started).   ### Centralised template management **H3: Centralized Template Management** With our centralised template management system, managing and customising notification templates is a breeze. This feature keeps all your templates in one place, making it easy to create, update and customise them as needed. Whether you need to tweak a message for a specific audience or create new templates for different notification types, Fyno provides a streamlined process that saves time. ### **Real-time Insights and Analytics** Fyno provides robust real-time insights and analytics, enabling you to monitor and analyse the performance of your notifications. With detailed metrics and reports, you can track the effectiveness of your communication strategies and make data-driven decisions to optimize your campaigns. The platform’s analytics tools help you understand how your notifications are performing, identify areas for improvement, and even reconcile your channel/provider-wise costs to save up on your communication strategy. ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/dc518697-ca82-483d-8388-3fddb955bd6b-1724012095655-compressed.png) ### **Routing to Build Smart Flow**  Again, this is a tricky part for developers. But Fyno allows you to build a smart communication flow with a few clicks, drags, and drops. It offers the flexibility and freedom of building a notification system.    To know more, click [here](https://docs.fyno.io/docs/routing-introduction).   ### **Analytics & Logs**  Fyno allows tracking, measuring and comparing channel performance and tracking delivery and open rates for each notification event, channel and provider. Additionally, you can view comprehensive logs detailing complete message routes.  It provides the analytics and log details for the following:  * Events * Channels * Integrations * Providers * Routing To learn more details, click on [analytics](https://docs.fyno.io/docs/event-analytics) & [logs](https://docs.fyno.io/docs/sent-logs).   **Best practices to avoid common customer notification mistakes** ----------------------------------------------------------------- The design of your notification system is pivotal to its success. A well-constructed customer notification system enables prompt delivery of relevant information to users. ### **Do** 1. **Keep it relevant:** Ensure your notifications are tailored to each customer's preferences, enhancing user engagement. Studies show that personalized notifications can increase engagement by up to 20%. 2. **Provide opt-in/opt-out options:** Customers should be able to control the types of notifications they receive, fostering trust and compliance with regulations. 3. **Test and optimise:** Continuously test your notifications to understand what resonates best with your audience. A/B testing different message styles or timings can improve open rates by up to 50%​. 4. **Segment your audience:** Segment customers based on their behaviour, preferences, or demographics to ensure relevant and targeted messages. 5. **Use clear and concise messaging:** Keep your notifications clear and to the point. This helps ensure that the message is understood quickly and reduces the chances of it being ignored. ### Don't: 1. **Don't spam:** Avoid overwhelming customers with too many notifications. Excessive messaging can lead to high unsubscribe rates and customer dissatisfaction. 2. **Don't ignore user preferences:** Not adhering to user preferences can result in frustration and lost engagement opportunities. Always respect the customer's choice of frequency and type of notifications they wish to receive. 3. **Don't overlook data privacy:** Always ensure customer data is handled responsibly, complying with relevant privacy regulations to protect your brand and customers. 4. **Don't send irrelevant offers:** Sending irrelevant messages can lead to users opting out of your notifications. Make sure the content is always beneficial to the recipient. 5. **Don't use poor timing:** Sending notifications incorrectly can be intrusive. To avoid annoyance, ensure notifications are sent at appropriate times based on the user's time zone and activity patterns. **Enterprise-ready customer notification system: Overcoming the scalability challenges** ---------------------------------------------------------------------------------------- Fyno provides developers with a set of simple APIs and a dashboard for designing, building, and integrating a robust notification system without relying on engineering teams. Maintaining regular and targeted communication is essential for building and strengthening customer relationships, which in turn fosters long-term loyalty and differentiates a business in a competitive landscape. Don’t just take our word for it. Why not see Fyno in action for yourself? Try it out and take the first big leap in building a powerful notification system. [Book a Demo](https://fyno.io/routing#) to experience it firsthand. **FAQs** -------- ### **1.What are the common features of a customer notification system?** Common features of a customer notification system include multi-channel support, personalization, automation, analytics, and segmentation. ### **2.Why build a customer notification system instead of buying one?** Building a notification system offers the benefits of customization, scalability, cost-effectiveness, and enhanced security. ### **3.What are the challenges of building a customer notification system?** Building a notification system presents challenges such as technical complexity, time consumption, maintenance needs, and compliance requirements. ### **4.Which teams use customer notification systems the most?** Marketing, engineering, customer support, sales, and operations teams use customer notification systems extensively to enhance communication and customer engagement. ### **5.What are the benefits of a customer notification system?** The benefits of a customer notification system include improved customer engagement, increased efficiency, enhanced brand loyalty, and better data insights. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The 9 Best Scalable Notification Infrastructure in 2024 Author: Rohit Jain Published: 2023-09-19 Category: Articles Tags: Customer communication, Notification Infrastructure URL: https://www.fyno.io/blog/scalable-notification-infrastructure ![Notification infrastructure](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/header-1708339521587-compressed.jpg) Contents * [](#) * [Introduction](#introduction) * [Emerging Trends in Scalable Notification Infrastructure](#emerging-trends-in-scalable-notification-infrastructure) * [1\. Fyno - One API for all your customer/user communication needs](#1-fyno-one-api-for-all-your-customeruser-communication-needs) * [2\. Courier - Developer-Friendly API and Seamless Integration Options](#2-courier-developer-friendly-api-and-seamless-integration-options) * [3\. Novu - Real-Time Notifications Across Multiple Channels](#3-novu-real-time-notifications-across-multiple-channels) * [4\. Knock - User-Friendly Interface and Affordable Pricing Plans](#4-knock-user-friendly-interface-and-affordable-pricing-plans) * [5\. Engagespot - Advanced Targeting Capabilities and Easy-to-Use Dashboard](#5-engagespot-advanced-targeting-capabilities-and-easy-to-use-dashboard) * [6\. Raven - Comprehensive Support for Web and Mobile Notifications](#6-raven-comprehensive-support-for-web-and-mobile-notifications) * [7\. MagicBell - Delightful User Experience and Customizable Templates](#7-magicbell-delightful-user-experience-and-customizable-templates) * [8\. SuprSend - Emphasis on Privacy and Security](#8-suprsend-emphasis-on-privacy-and-security) * [9\. Catapush - High-Speed Message Delivery and Geolocation Targeting](#9-catapush-high-speed-message-delivery-and-geolocation-targeting) Introduction ------------ Notifications play a crucial role in keeping users informed about important events, updates, or changes in an application or system. As the user base grows and the number of notifications increases, it becomes necessary to have a [notification infrastructure](https://www.fyno.io/) that can handle the load without compromising on performance or reliability.  Scalable notification infrastructure refers to a system or architecture that is designed to handle a large volume of notifications in an efficient and scalable manner.With the proliferation of mobile devices, IoT devices, and wearables, the need for scalable notification infrastructure becomes even more critical. This article will explore the future of scalable notification infrastructure and highlight nine cutting-edge tools that will shape the landscape for your business. Emerging Trends in Scalable Notification Infrastructure ------------------------------------------------------- The future of scalable notification infrastructure is driven by several emerging trends.  * Increasing demand for intelligent notification routing systems: These systems leverage machine learning algorithms to analyze user preferences, behavior, and context to determine the most appropriate channel and time to deliver notifications.  * Adoption of real-time data analytics for personalized notifications: By leveraging big data analytics and machine learning, organizations can analyze vast amounts of user data in real-time to provide highly targeted and personalized notifications.  Now, let us explore the top nine scalable notification infrastructure tools in 2023 and delve into their features, pricing, and benefits. 1\. Fyno - One API for all your customer/user communication needs ----------------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162ed73239b71d2ac74b-27wzdao-ghbqjm2rvfsaffzgpfep35hazqwnnwrmphtjaxv4erp7kh0xx2lke7uy1kq0sjgdc7fdteymbjj1-8z434opxp3a6ocdwpc26ohvamjdluz5lxqcsctqqp3wtvbdiawjrlqjeiqvl6vo-1707991149644-original.png) ‍[Fyno](https://www.fyno.io/) is a leading notification infrastructure tool that offers a robust platform for businesses of all sizes. One of its standout features is to predict the best notification channel for the users based on the channel engagement data. This level of personalization helps enhance user engagement and drives retention. Additionally, Fyno provides [detailed analytics](https://www.fyno.io/analytics), giving businesses valuable insights into their notification campaigns' performance. ‍ Fyno boasts an array of invaluable features for constructing a dependable notification infrastructure, encompassing: * **Routing**: Craft [intelligent communication flows](https://www.fyno.io/routing) across channel providers using Fyno's no-code flow builder. From crafting intricate flows to configuring failover protocols, all of this can be achieved with a few clicks, drags, and drops, sans the need for your engineering team. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e63fe4ef34ed78592lf2r4eo0eduijrltuvq0lemqfk5p8l4j0dcgvjaf7y-l4-dhl7je41i-m3-rdk1dqnf4sq3abjfbnwrj7whzvkj3szjv77foa0gclzed5287a6n4jjboyy6rndbgrm5noht1t8jm03ffzk1vir6k-1707991150058-original.png) * **Integration**: With over 40 [integration options](https://www.fyno.io/integrations) spanning providers and 6+ communication channels, Fyno simplifies integration effortlessly. No technical expertise is required, making it as straightforward as attaching a file in Gmail. * **Analytics**: Real-time data on delivery rates, open rates, and click rates across all channels empowers you to identify the most effective channel for your audience. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e1115b2d4bcca3105i7o4hpgvkkwpay1bkkxykz4sg99zhfbmasoyfddt9hputwcgciibdtcwzdvndr7d4oprkej5fosbihr3k7p44w0tlugmx8rm3yjsqlnbv91d7nh42mvv4cus05hurxvvp1gufqon0-dmilan6-ajq-1707991150391-original.png) * **Logs**: Consolidated logs from all channels and providers streamline issue identification and troubleshooting, making it almost effortless. * **In-App**: A fully equipped in-app layer accommodates both web and mobile applications. It enables the creation of white-labeled notifications with pre-built UI components tailored to fit your app's requirements. Discover How Fyno Supercharges Your Notifications with Scalability: * **Getting Started Made Easy**: Picture this, setting up your scalable notification system with just a single line of code. It's a breeze to kickstart your journey without any fuss. * **Smart Routing at Your Fingertips**: No more coding headaches! Fyno's robust routing system empowers you to create and execute complex cross-channel notification flows effortlessly. Whether it's a straightforward process or a complicated scenario, we've got you covered. * **Automation for the Win**: Scaling your notifications has never been this logical. Our [powerful automation](https://www.fyno.io/automations) takes the coding out of the equation, simplifying the process of connecting different systems and workflows. * **One-Stop Template Hub**: Keep your messages consistent across all channels. Manage and [customize templates](https://www.fyno.io/templates) for each notification event in one convenient place. * **Real-Time Insights, Real Power**: Scalability means staying ahead of the curve. Fyno lets you track notification volumes, performance, and engagement in real-time across multiple channels and providers.  * **Simplified Notification Management**: Say goodbye to platform-hopping. Fyno offers a unified interface for creating, previewing, and sending notifications. Managing notifications has never been this easy. * **Seamless Multi-Language Integration**: Scalability also means reaching everyone. Our SDKs are available in all major programming languages, ensuring effortless integration with local websites and apps. **Pricing:** Here's the scoop on Fyno's pricing options, designed to suit your unique needs: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6526a4699999f6a54932cd0afyno-homepage-1707991150754-original.png) * Free Tier: Send upto 100,000 API requests/month. * Paid Tier: It is priced at $149 per month. This pricing plan is ideal for fast-growing companies. * Attractive pricing is available for high usage volumes. If you are looking for more information about Fyno’s pricing plans, click [here](https://www.fyno.io/pricing). Remove complex communication logic from your codebase  Start a free trial and talk to our experts [Try Fyno for Free](https://app.fyno.io/login)[Talk to us](https://www.fyno.io/schedule-demo) 2\. Courier - Developer-Friendly API and Seamless Integration Options --------------------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e1d15818db3927b76y1almwf-he-p85dtfba-er8gagizecmq-0fvqcw989aum9qgza5hw2lped4ikvg56gi1fswz1nboaowmg35r7ddwprivyf5gwwkkwkqj0sh7r6xvohi4yayvo-u61v3uwvatx9hzmsjzufohoo4w-1707991151041-original.png) Courier is a notification software platform that's all about scalability and developer-centric design. It empowers you to send multi channel product notifications effortlessly, whether it's through email, chat, in-app messages, or SMS. You can count on it no matter where you are – on the web, desktop, or mobile app. Key Features: * Customize notifications to address specific issues or systems. * Stay informed with real-time insights through reporting and analytics. * Enjoy scalability that adapts to your evolving business needs. When it comes to pricing, Courier offers flexibility to ensure scalability matches your budget: * Free: Perfect for starting out, although it comes with limited features. * Pro: For $350 per month, you get expanded capabilities. * Business & Enterprises: If your scaling needs are unique, reach out to get a customized solution. 3\. Novu - Real-Time Notifications Across Multiple Channels ----------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e74a05b0a0d4a07cfr7xdo7b9u2xuuibh8ey3oqtoaoma5dn1jbq1hvc0ocfoirpayexr-f7lwjzugckg4gy2p-azl0qpeizjmkuq2kwvwbj1wt27ifqlt70wqpnfnaghcuc9-qycgoy5sale9ikg7ukpyx-xowkou8zv4-1707991151411-original.png) Novu is renowned for its real-time notification capabilities across multiple channels. With Novu, businesses can ensure that their users receive timely updates and messages, regardless of the channel they prefer. For developers seeking a scalable solution, Novu offers a customizable, extendable platform with a range of features to make your notifications system robust and adaptable to your needs. Key Features: * Novu simplifies your communication efforts with a single API for unified messaging. * You can add custom content to tailor notifications precisely to your audience. * There's built-in integration with communication providers, making it easier to connect with your audience. Novu has options for both cloud-based and self-hosted  pricing solutions: For Cloud: * Free: Great for testing small-scale deployments. * Indie Dev: At $25 per month, it supports up to 25,000 events. * Business: For $200 per month, you can manage up to 60,000 events per month. * Enterprise: For unique requirements, reach out to get a tailored solution. Self-hosted (On-premise): * Pricing details are available upon request. 4\. Knock - User-Friendly Interface and Affordable Pricing Plans ---------------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e3c25fe2653d39b78um6yp3ngmveerwdrlz2wsqrunm2jbql5ubsc6bnhkt-sfzsncjhae3ed2salpgivmlwam01gjojesdhedj9ur7kw6o2nn2gygcykknegoszfkxaeycxkspzui4vn1bablwrxlstdssjnu3-4zelsele-1707991151780-original.png) Knock, an API-driven solution that takes scalability seriously when it comes to notifications. Knock equips you with the tools to engage users seamlessly across various channels and manage intricate cross-channel workflows. It's designed with a set of essential building blocks that allow you to craft sophisticated notification logic and deliver messages at times that suit your users' preferences. Key Features: * Knock simplifies the process with a single, unified API for all your notification needs. * It offers SDKs in multiple languages, ensuring you can integrate it seamlessly into your existing systems. * Real-time capabilities are built right in, allowing you to keep your users updated instantly. Pricing Plans: * Free: Get started with up to $10,000 notifications – perfect for small-scale operations. * Starter: At just $250 per month, you can handle up to 50,000 notifications per month. * Enterprise: For unique and demanding requirements, Knock offers custom solutions upon request. * Free Trials are also available with Starter Plans 5\. Engagespot - Advanced Targeting Capabilities and Easy-to-Use Dashboard -------------------------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162efbe6b7683aeea4cblz62zmmrskffgxuewqpc43inen4dyitowz-bcv2clqyr6ozfiaouyuj3osk0m6jsckoga3axkuanxugqtzwhxfofo6xjgr64uvb-b5mjzhvfilxtixpzuglfx0g1gbvsbfhn9zc0v4pkhanesnq0-1707991152084-original.png) Imagine having a notification system that not only meets your current needs but also scales effortlessly as your requirements grow. That's precisely what Engagespot offers—a no-code platform designed for building a custom notification engine with scalability in mind. Key Features: * Engagespot empowers you with a customizable Front-end UI-Kit, ensuring your notifications align perfectly with your brand and user experience. * An in-app notification inbox keeps your users engaged and informed. * Seamless integration options with multiple email service providers. * Harness the power of native web push notifications to stay connected with your audience. Pricing Plans: * Free: Kickstart your notification journey with up to 10,000 notifications per month. * Standard 10K: For just $20 per month, you can handle 10,000 notifications, perfect for growing apps. * Premium 10K: Tailored to the needs of expanding businesses, this plan is available for $25 per month. * Enterprise Plan: For unique requirements and larger volumes, Engagespot offers custom solutions upon request, with volume discounts available on bulk plans. 6\. Raven - Comprehensive Support for Web and Mobile Notifications ------------------------------------------------------------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e29d2d0e262357663lqegsgpjlkqdcn6xeesakrp68bpbfe3eawdgtynggravt4vowwdnzo3a8u0wqxawljs97tyvevttzm8ucnyw9atxisj-wkarjnysxivst5k1-lq8zdktaejpsowscxns4p9dkojhsavzv8jjgxzgy-1707991152365-original.png) Raven is a notification infrastructure tool that provides comprehensive support for both web and mobile notifications. It offers businesses the flexibility to reach their users on various devices and platforms, ensuring a seamless and consistent user experience. Raven offers—a no-code solution designed to orchestrate and track cross-channel transactional communication while ensuring scalability. Key Features: * Simplify your notification management with template management, ensuring consistency and efficiency. * Achieve intelligent routing of notifications to the right recipients at the right time. * Monitor and analyze your communication efforts through a single dashboard that consolidates all data. Pricing Plans: * Free: Start your notification journey with up to 10,000 notifications per month. * Team: For growing businesses, the Team plan is available at $90 per month, accommodating up to 100,000 notifications. * Business: Tailored solutions are available with custom pricing. Raven ensures scalability, so you never outgrow your notification capabilities. 7\. MagicBell - Delightful User Experience and Customizable Templates --------------------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e64dd027e69c4463c5ehodmfayyeplmchekfmb-qx2pairn4zarab57bjbqd3oqa92g8azdf9xcjpufyz1py3-om6wmmaco3cihayn2xlthhfkiu4bhia7v55rdatn7wmlibfqv2gnnt-tgh4v86teyzeyoaku4pmejskk-1707991152723-original.png) MagicBell is a notification infrastructure tool that emphasizes delivering a delightful user experience. With its sleek interface and customizable notification templates, MagicBell helps businesses create visually appealing and engaging notifications.  Key Features: * Empower your customization with UI components that offer flexibility in shaping your front-end. * Harness the potential of a customizable notification API endpoint to align with your unique requirements. * Let users choose their preferred communication channel with the help of preferences. Pricing Plans: * Free: Start with up to 100 Monthly Active Users (MAU). * Startup: Priced at $99 per month, it covers up to 2000 MAU. * Startup Max: For $199 per month, you can engage up to 5000 MAU. * Pro: Priced at $599 per month, it caters to 15000 MAU. * Pro Max: Unlock the potential of engaging up to 35,000 MAU for $1199 per month. * Enterprise: Tailored solutions are available with custom pricing upon request.  8\. SuprSend - Emphasis on Privacy and Security ----------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e99104bd8485a95eeqbqctpttlrjxjpcur8xtwpgp4ipaj94qdwqpxthybdkwc4hrsgohilukr8kq0ect1a0zeqg1qeitt0di86gtvlsocmhltthkxeq1f7suv9rl2w5ahid3bmsd2vdhlikgdynmrt5iurfjz5mdem-kg-1707991153056-original.png) SuprSend is a notification infrastructure tool that places a strong emphasis on privacy and security. It is a robust solution that eliminates the need for an in-house notification service and ensures reliable alert delivery, even as your needs grow. With SuprSend, businesses can rest assured that their notification data is handled securely making it an ideal choice for businesses that deal with confidential information and need reliable protection. Key Features: * Transform your website with an in-app inbox, enhancing user engagement. * Intelligently route notifications to ensure messages reach the most important channel for maximum impact. * Real-time logs, analytics, and failure alerts provide the insights you need to track performance in real-time, crucial for scalability. Pricing Plans: * Free: Get started with up to 10,000 notifications. * Growth: For just $99, you can send up to 25,000 notifications—a perfect fit for growing businesses. * Enterprise: Tailored solutions are available with custom pricing upon request. 9\. Catapush - High-Speed Message Delivery and Geolocation Targeting -------------------------------------------------------------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6509162e1d15818db3927b7axzqxqccig8xlbo2sqbn1xdvhurbu2ktemvkyaimshvxtmd1ifpsny52aivwd9kcptllagtodf7uhs8h8gyp1vkn8l2kn3j6zwvawcqd2q4glvchlq3mwzfmholod8ih6i6ufxjes5gkj9hh2vijzq-1707991153385-original.png) Catapush is a notification infrastructure tool that boasts high-speed message delivery and powerful features like geolocation targeting. Whether it's real-time notifications or precise delivery, Catapush seamlessly integrates into your app, catering to your evolving needs. Key Features: * Dedicated IP push messaging ensures lightning-fast delivery, a must for scalable solutions. * Effortlessly manage your contacts with storage, forward, and retry mechanisms. * Stay in the loop with real-time delivery status and push notification delivery reports, vital for scaling up. Pricing Plans: * Free Trial: Start with a free trial to explore Catapush's capabilities. * Pro: Pay just 0.02 Euro per MUAR (Monthly Unique Active Recipient) to scale your messaging efforts. * Enterprise: For tailored solutions that match your unique needs, inquire about custom pricing. In conclusion, the landscape of scalable notification infrastructure is evolving rapidly to meet the increasing demands of a digital world in 2023. The importance of maintaining a strong connection with your audience cannot be overstated, and notifications are the key to achieving this goal. As the volume and complexity of data continue to grow exponentially, scalable notification infrastructure has become a necessity to ensure seamless communication across various channels and devices. To excel in this endeavor, you need a scalable notification infrastructure that can adapt to the ever-growing demands of your user base. Our journey through the top 9 scalable notification solutions has showcased the future of communication.  However, one platform stands out among the rest - Fyno. Fyno's combination of AI-powered channel optimization, detailed analytics, and user-friendly features make it a game-changer for businesses of all sizes. With Fyno, you can integrate effortlessly with multiple channels. Say goodbye to platform-hopping and embrace a unified interface for streamlined notification management. But don't take our word for it, experience the power of Fyno for yourself. Supercharge your notifications with Fyno and lead the way in effective communication. ​ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Notification Infrastructure System for Omnichannel Engagement: Cracking the Code Author: Rohit Jain Published: 2023-09-14 Category: Articles Tags: Insights URL: https://www.fyno.io/blog/omnichannel-engagement ![Notification infrastructure solution](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/frame-1171275586-1708339739720-compressed.jpg) Contents * [Why Managing Notifications Matters in Customer Engagement?](#why-managing-notifications-matters-in-customer-engagement) * [What Makes Building and Managing Notifications Hard?](#what-makes-building-and-managing-notifications-hard) * [Time-Intensive Process](#time-intensive-process) * [Ever-Evolving Requirements](#ever-evolving-requirements) * [Maintaining notification infrastructure](#maintaining-notification-infrastructure) * [Lack of expertise](#lack-of-expertise) * [Scaling Challenges](#scaling-challenges) * [How Fyno Makes It All Simple?](#how-fyno-makes-it-all-simple) * [Here’s what Fyno offers,](#heres-what-fyno-offers) * [Extensive integration options](#extensive-integration-options) * [Zero engineering team involvement](#zero-engineering-team-involvement) * [Advanced workflow builder to automate pipeline](#advanced-workflow-builder-to-automate-pipeline) * [Powerful analytics and logs](#powerful-analytics-and-logs) * [Seamless, effortless template management](#seamless-effortless-template-management) * [Extensive use cases](#extensive-use-cases) * [Robust security](#robust-security) * [Tracking ROI of multiple communication channels](#tracking-roi-of-multiple-communication-channels) Introduction In today's customer-driven world, businesses face a crucial challenge: engaging effectively across multiple channels like social media, chatbots, email, and more. Failing to deliver a consistent and seamless experience across channels means potential loss of customers.  That’s where the significance of a fast, reliable, and timely communication notification system becomes crucial. This is especially true when you want to send reminder messages for upcoming events, order confirmation emails, or payment alerts.   This post will dive deeper into understanding the hurdles of building and managing notification infrastructure and explore the most effective way to crack this code.       Why Managing Notifications Matters in Customer Engagement? ---------------------------------------------------------- Nowadays, customers expect to receive real-time, personalized messages. This means omnichannel customer engagement strategy is more critical than ever.  ✔️A [Salesforce Report](https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/research/salesforce-state-of-the-connected-customer-4th-ed.pdf) indicates that 89% of customers are more likely to do business with companies that offer personalized omnichannel notifications.   ✔️Another research report by [Think With Google](https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/meeting-shoppers-needs-omnichannel-drives-instore/) pointed out that omnichannel customer engagement drives 80% more store visits.  These numbers clearly indicate that a majority of customers wish to communicate across multiple touchpoints. Whether providing order confirmation, authentication, sending reminders, or authorization, notifications have become the backbone of managing omnichannel customer communication. They keep customers informed and engaged and alleviate potential frustrations while fostering loyalty.   What Makes Building and Managing Notifications Hard? ---------------------------------------------------- Though creating a [notification system](https://www.fyno.io/blog/how-building-a-notification-system-in-house-can-be-expensive-clutgsbgd006d26aowhln37va) seems straightforward, the reality is quite the opposite. When engineering teams try to build, they often end up making a suboptimal notification system, lacking essential features, functionalities, flexibility, and scalability. It fails to cater to the modern-day customer demands of omnichannel engagement. However, by the time they realized their limitations, the business had already invested significant time and resources.  Here are a few things that make building and managing a notification system difficult.  ### Time-Intensive Process Refining the logic, flow, optimizing legacy code and content demand considerable time and effort. It often involves frequent iterations and sprints.  Moreover, the increasing number of communication channels adds complexity to the process. It requires developers to understand and implement the unique configuration of each communication provider and then integrate it from the ground up. Fyno addresses this problem by offering a single universal API, empowering developers to integrate multiple providers' APIs with a single click. It makes the task much more manageable and efficient.  ### Ever-Evolving Requirements The product team’s scope is often initially ambiguous, resulting in continuously evolving requirements. For example, they might begin with a need for email notifications, but over time, additional communication channels like WhatsApp, SMS, In-App, or Chat may become necessary. Furthermore, there could be future demands for reporting and analytics capabilities. Accurately predicting these evolving requirements is challenging. ### Maintaining notification infrastructure Development teams frequently revisit live code for multiple reasons, like, * updating legacy code,  * refining logic for performance optimization or  * addressing unforeseen issues.  Managing these tasks can be time-consuming for engineering teams as it requires understanding each channel’s unique requirements.   ### Lack of expertise Developing a communication notification system demands expertise in multiple areas, including software development, data analysis, infrastructure management, and testing management. This proficiency can be challenging to acquire, especially for product companies, whose primary focus does not encompass notification system development. ### Scaling Challenges As businesses grow, their product-related requirements evolve. They must ensure their notification infrastructure is robust and adaptable enough to accommodate the growing demands. However, this is easier said than done.  Some of the practical challenges that may arise when scaling up notification infrastructure are: **Prioritizing communication:** Not all communications carry the same level of urgency. Businesses often require the ability to prioritize immediate delivery notifications over low-priority notifications to optimize infrastructure costs. **API integration:** Integrating each notification API across various service providers and channels is complex and time-consuming. **Tracking notification failures:** In case of delays or failure of notification delivery, there is no system to track delays and notification failures. In many instances, development teams may not have visibility into the notification failure rate.  **Delay in notification delivery:** Late delivery of notifications can result in a loss of context and leave a poor impression. Imagine getting a payment withdrawal notification 48 hours after the transaction. How Fyno Makes It All Simple? ----------------------------- Building a notification infrastructure by a product team may not be worth pursuing for obvious reasons. They should focus on their core task. However, a third-party [notification infrastructure solution](https://www.fyno.io/) like Fyno can resolve your challenges in building a complete notification infrastructure system without involving engineering teams.   ### Here’s what Fyno offers, ### Extensive integration options With Fyno, you can seamlessly [integrate with 40+ communication services providers](https://www.fyno.io/integrations) (CSPs) and 6+ communication channels, including Email, SMS, Chat, WhatsApp, In-app and Push. This ensures easy connection with any provider or channel at any time. You can go live instantly with no engineering effort.  ### Zero engineering team involvement Fyno’s no-code visual builder provides DIY flexibility for every process stage - from integration, routing to template management and [automation](https://www.fyno.io/automations) to trigger events. Just a few clicks, drags, drops, and that’s all. ### Advanced workflow builder to automate pipeline You can trigger notifications without writing a single line of code. You can create flows in just a few minutes [by configuring multiple notifications](https://www.fyno.io/routing) for a single trigger or two-way interactive workflow. ### Powerful analytics and logs With Fyno's [unified analytics dashboard](https://www.fyno.io/analytics) and logs, you can easily track and measure your customer notifications on a single dashboard. This empowers you to evaluate various channels' volume, efficacy, and engagement levels, deriving actionable insights and facilitating troubleshooting.  Fyno consolidates logs from all your channels and vendors, making it easier for you to track all your clients from a single dashboard. Furthermore, you can access actionable channel and segment-level insights, message types, open rates, and more with an easy-to-use all-in-one analytics dashboard.   ### Seamless, effortless template management Fyno boasts an impressive [no-code template designer](https://www.fyno.io/templates) that makes modifying message content and design for any notification almost effortless.  Whether it’s a notification for reminders, verification, delivery confirmation, or live order tracking, you can easily achieve these objectives with Fyno’s no-code, drag-and-drop interface.  Fyno's highly intuitive interface makes crafting messages a breeze. You no longer have to worry about template breaking or code redeployment. This allows you to simplify personalization and take it to the next level. ### Extensive use cases Fyno empowers businesses to streamline communication and enhance customer engagement for various use cases across industries, including [fintech](https://www.fyno.io/fintech), [logistics](https://www.fyno.io/logistics), BFSI, healthcare, retail, and more.  Let’s understand this with a use case:when onboarding  customers in a fintech company, Fyno can help you fully automate communication pipelines for critical customer journeys. From KYC completion to approvals, you can achieve your goal without involving the development team. Additionally, it helps you to reduce funnel drop-offs. ### Robust security Apart from being GDPR and HIPAA compliant, Fyno allows to encrypt/hash all business-critical data, such as mobile numbers, email, age, gender, or other information. This makes it a perfect choice for data-sensitive industries like healthcare and BFSI. Additionally, it enables you to create cohorts/segments directly from the database so that you never have to worry about control and security. ### **Tracking ROI of multiple communication channels** By leveraging Fyno’s unified analytics and logs, you can find the optimal and most successful channel. So, you can stop sending notifications via expensive channels to reduce overall communication costs. #### **Want to give Fyno a try?**    ##### [Schedule a demo](https://www.fyno.io/#) to learn more about the platform. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Exploring Newer Communication Channels in 2024 Author: Rohit Jain Published: 2023-09-12 Category: Articles URL: https://www.fyno.io/blog/communication-channels ![Newer communication channels](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/frame-1171275700-1708339675151-compressed.jpg) Contents * [](#) * [Introduction](#introduction) * [Traditional Channels vs. Emerging Channels](#traditional-channels-vs-emerging-channels) * [Traditional Notification Channels](#traditional-notification-channels) * [Emerging Communication Channels](#emerging-communication-channels) * [Fyno - A single API for all your product communication needs](#fyno-a-single-api-for-all-your-product-communication-needs) * [Expand your communication channels using Fyno](#expand-your-communication-channels-using-fyno) Introduction ------------ In the fast-paced business world, staying connected with your customers is more critical than ever. As communication channels continue to evolve, it's essential to adapt and leverage emerging technologies to enhance customer engagement and streamline operations. This comprehensive guide explores customer communication channels in 2024 and introduces you to a game-changing solution: Fyno. With [Fyno's notification infrastructure](https://www.fyno.io/), you can effortlessly send product notifications across multiple channels. Say goodbye to managing multiple APIs; the single Fyno API is all you need to send notifications through various channels efficiently. Traditional Channels vs. Emerging Channels ------------------------------------------ ### Traditional Notification Channels When it comes to traditional notification channels, the following channels have been the backbone of customer communication for years.  * **Email:** Long-established and reliable, email notifications remain a staple in customer communication. * **SMS:** Short message service (SMS) is a commonly used channel for instant notifications. * **Phone Calls:** Personalized and direct phone calls are suitable for high-priority notifications. While newer channels have emerged, these stalwarts remain crucial in reaching your audience effectively. ### Emerging Communication Channels In the fast-paced world of technology, emerging communication channels transform how businesses connect with customers. Let's delve into these innovative methods: * **Chatbots and Messaging Apps:** Conversational AI and messaging apps provide interactive and engaging notification experiences. * **Push Notifications:** Mobile apps and web-based push notifications are highly effective for instant engagement. * **Voice Assistants:** Voice-driven interactions with devices like Amazon's Alexa or Google Assistant change how we engage with notifications. * **Social Media Messaging:** Platforms like Facebook Messenger and WhatsApp offer new avenues for customer communication. These platforms are not just for formal interactions they also allow for creative and fun engagements. For instance, you can use tools like an [invisible character generator](https://notext.online) to play harmless pranks or craft unique messages that grab attention. Fyno - A single API for all your product communication needs ------------------------------------------------------------ Fyno is the notification infrastructure solution that simplifies multi-channel notifications. It centralizes your notification process, eliminating the need to manage multiple APIs for various channels. Fyno offers a variety of useful features to create a reliable notification infrastructure. Here are a few key features that Fyno offers. * **Integration:** Fyno offers [40+ integration options](https://www.fyno.io/integrations) across 6+ communication channels, making it easy to connect with various providers. * **Routing:** Create smart [communication flows](https://www.fyno.io/routing) without coding, from complex flows to failover protocols, all through a user-friendly interface. * **Template Management:** Effortlessly customize messages, collaborate with teams, and maintain consistent cross-channel notifications from one central hub. * **Dashboard & Analytics:** Gain [actionable insights](https://www.fyno.io/analytics) on channel performance, provider effectiveness, and message impact, all in one place. * **Logs:** Access consolidated logs for quick issue identification and troubleshooting. * **Workspaces:** Efficiently manage diverse communication needs with unique integrations, workflows, and [templates](https://www.fyno.io/templates). * **Automation:** Trigger notifications, set conditions, and create rules with Fyno's smart [automation builder](https://www.fyno.io/automations) without the need for engineering. * **In-App:** Easily implement a fully loaded in-app layer with white-labeled notifications and pre-built UI components for web and mobile applications. Expand your communication channels using Fyno --------------------------------------------- Fyno boasts an impressive integration capability, providing access to 40+ notification service providers across over 6+ communication channels. This extensive network of integrations allows you to connect with your customers through their preferred channels effortlessly. Whether you rely on email, SMS, phone calls, push notifications, voice assistants, or social media messaging, Fyno has you covered. ### Embrace Emerging Communication Channels Fyno goes beyond traditional communication methods by enabling you to embrace emerging channels that are redefining customer engagement. Let's explore how Fyno can help you leverage these cutting-edge communication avenues: ### Chatbots and Messaging Apps Fyno supports popular business messaging apps like Slack, Microsoft Teams and Discord. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65004a6aa2af68ac0b472bc5uaabttrzvngqxzzqol-obsvn6rxjo2tn4dj4fssqtqmkbzsvslpfc-tvmia2hzhf99ycomjefflgftvm0cvky8gqzoghkkiawql6dbkeasrjiap1upr-yg4r1omdvd2fyceun42jymfxlj0evuukms-1707991158720-original.png) Explore other [integrations](https://www.fyno.io/integrations) **➡️Slack integration example:** Create custom workflows using Fyno’s no-code flow builder.  ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65004a6981f2bb8a9a5722627oifk0iglgqwhqg0pk5pxmfuoavrfbawijxfbxg45xtlzb4qs80x1kujvdl7af7ykgesweeoarexfracvpgnz7mgh2p25vkun6ftmzgcbhmfmurhbrfglzyt0y3thofrt4xyxenoo4xe-npyq-1707991159115-original.png) ‍ With Fyno, setting up messaging app integration takes just minutes. Configure your messaging app credentials in your Fyno account, and you're ready – no need for APIs or engineering expertise. ### Push Notifications Fyno supports the following push notification service providers, 1. APNs (Apple Push Notification services) 2. Expo 3. FCM 4. Mi Push 5. OneSignal ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65004a693860b0e89d298c2emgd5-6ulfdcac2yoxyrlfe-gdleipgae1mvimyitui1cumkhp0rxsqtw5lhbgm6rbxzs9ks5eydedw9d0dxknxofvnvwbsr0fu6nw7ahjtcjvgk6aaor1yrwtcd-l623wr6ezmyfj9dzn4vrezxg-1707991159441-original.png) ➡️Refer to our [product documentation](https://docs.fyno.io/docs/push-notification-channel) and integrate your favorite service provider in minutes. ### Voice Assistants Voice-driven interactions with devices like Amazon's Alexa and Google Assistant offer new opportunities for customer engagement.  Fyno's integration with voice communication providers like Exotel and Kalerya allows you to provide hands-free, natural customer interactions, enhancing the user experience. With Fyno, you have the power to connect with your audience through an extensive network of providers and emerging communication channels, ensuring that your messages reach the right people at the right time. ### Closing remark: As a business grows, notification API management becomes messier with adding more providers/channels. Overall, managing the overall communication stack becomes challenging. That’s where a notification infrastructure management software system, like Fyno, comes in handy.   Some key value propositions that Fyno offers include:  * **Flexible, no-code capability:** A more efficient, standard, and better notification system reduces developer dependency, providing DIY flexibility to product teams.  * **Go live faster:** You can run your campaigns in minutes, not months.   * **Better control over data:** Your business-critical data will be hosted on your infra, so you never have to worry about control and data security. * **Support any communication template:** Control content with better and more efficient template management.   * **Ensure 100% deliverability:** Ensure your notifications are never disrupted by provider or channel issues with our failover protocols. * **Real-time analytics/audit log:** Get detailed insights on channels, providers, templates, segments, message types (including OTP), open rates, and more through a user-friendly dashboard customized to your notification objectives. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/65004a69fba2e8c9d27c7b6eubmbabf94gls4vq98nyahj1hah48vksmrt4ylj1wj4xa1v5oibircx4kpafzfjkwsx05meq6pavpksljteyy4wnzaoogempcpj3yeh4olgsom53aq-oknm-sppcala6pt0saxrkqnnhprqrhkmtaae-1707991159769-original.png) ‍ ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 9 Best Proactive Notification Infrastructure Solutions in 2024 Author: Rohit Jain Published: 2023-09-11 Category: Articles Meta Title: 9 Best Proactive Notification Infrastructure Solutions in 2024 Meta Description: Discover the 9 best notification infrastructure solutions to streamline customer communication and enhance experience with powerful tools and features Tags: Insights, Customer communication, Solutions URL: https://www.fyno.io/blog/notification-infrastructure-solutions In a fast-paced and competitive business environment, offering customer experience is key to business success, and one way to do that is by proactively reaching out to them. This is where proactive [notification infrastructure solutions](https://www.fyno.io/) come in handy. As the name implies, a notification infrastructure tool helps manage all customer communication from a single system, reducing the chaos in the world of communication while helping you stay organised. For instance, a bank can send payment confirmation mail/messages to their customers, or a transportation company can send a prompt notification regarding the current location of the goods. In this post, we have carefully curated a list of nine notification infrastructure solutions, outlining their features, benefits, and pricing plans to help you make the right choice:    1\. Fyno -------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31dffa2d8f90a00a5684n4oushppfscybkitnetpkv8obc5y5l-vnwesmi9yqfouyq-jcmt8dto1lm6cwddq24fd-mx7ecyizaxl91gfpymtaxuxseibj87swe7tjz0lpvt24hsmkc-tmztqj9vlbpqcd3b0odswi4vk14k-1707991160362-original.png) [Fyno](https://www.fyno.io/) is a fully integrated and proactive notification software infrastructure for developers and product managers designed to manage all notification infrastructure needs across communication channels and providers using a universal API. It has been designed to unify all customer communication components to deliver the best-in-class customer experience. Packed with rich features and functionalities, it boasts [rich templates](https://www.fyno.io/templates), effortless integration options, [smart automation features](https://fyno.io/automations), [robust analytics & logs](https://fyno.io/analytics), and powerful routing that packs a punch. Fyno's notifications engine, powered with the cutting-edge tech stack, empowers your omnichannel customer experience strategy.    And the best part is you don't have to write a single line of code to [build a notification infrastructure](https://www.fyno.io/blog/the-true-cost-of-building-your-own-notification-infrastructure-clutcjad9005d26ao9dgdwjp9) at any stage. That means your engineering team can focus on more pressing things while still ensuring your customers get timely notifications.  **Communication Channels:** SMS, WhatsApp, Email, Chat, Push, Voice, and In-App messaging  **Website:** [Fyno](https://fyno.io/) ### **Key Features:** Fyno offers a variety of useful features to create a reliable notification infrastructure, including * **Integration**: [40+ integration](https://fyno.io/integrations) options across providers and  6+ communication channels. Fyno offers seamless, quick and seamless integration with any provider or channel. You don't need any technical expertise to use it - just like attaching a file on Gmail. It's that simple!  * **Routing**: Build smart [communication flow](https://fyno.io/routing) across channel providers with Fyno's no-code flow builder. From writing complex flows to configuring failover protocols, you can do everything in a few clicks, drags & drops without involving your engineering team.    * **Template Management**: Effortlessly modify messages and create stunning, personalized, and consistent cross-channel notifications from a single hub.  * **Analytics**: Gain actionable insights on channel, provider, and message type to track, measure, and refine communication from one central location. Get real-time data on delivery rates, open rates, and click rates across all channels and know which channel works best for your customer.   * **Logs**: Consolidated logs from all your channels and providers make it easy to identify issues and troubleshoot, almost an effortless exercise.     * **Workspaces**: From configuring unique integrations to building distinct workflows and templates, Fyno's [Workspace](https://fyno.io/workspaces) feature allows you to manage diverse communication needs efficiently while helping you stay organised.     * **Automation**: Trigger notifications, provide conditions, and create rules with Fyno's smart automation builder without any engineering effort. It empowers businesses to fetch cohorts/segments from your existing tools/database.  *  **In-App**: A fully loaded in-app layer for all web and mobile applications. You can build [white-labelled notifications](https://fyno.io/in-app) with pre-built UI components to fit your app needs.  ‍ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e0fa2d8f90a00a56efq5riyaqt7xvyh2rexvz2c93vjxgsd03ux5codqtewefmogvfemwfcxbtlvfpbvnf75ocimy4mdywrhzwkjofgkc14iwcj0ablt0x0go04vfwsutz81dqrbzgrzo0gnjknbq47k-hveo3tboqyeshq-1707991160997-original.png) One universal API for all your communication channels and providers: [Schedule a Demo](https://fyno.io/) ### **Key Benefits:** Here are some of the benefits that Fyno offers: * Ease of setup with a single line of code.  * Powerful routing to help you create and implement rules and logic for cross-channel notification flows without coding, even for complex use cases.   * Powerful automation that logically helps you connect your application workflows without coding, simplifying the process of connecting different systems and workflows.  * Create and manage templates for each notification event in one place, ensuring consistent messaging tailored to the specific channel.  * Track real-time notification volumes, efficacy, and engagement from multiple channels and providers with centralized data. You can spot patterns visually to understand what is happening.   * Get project-level, more granular communication analytics for more precise decision-making.  * Create, preview, and send notifications from a single interface without switching between different platforms to send and manage notifications. * Easy documentation to get you started and avoid engineering team dependency.  * Native no-code notification inbox that triggers notifications within your app or website without building anything externally. * SDKs are available in all prominent languages to integrate with local websites and apps. ### **Pricing:**   It offers 2 pricing models: * Free Tier: Send upto 100,000 API requests/month. * Growth Tier: It is priced at $149 per month. This pricing plan is ideal for fast-growing companies. * Attractive pricing is available for high usage volumes. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6526a4699999f6a54932cd0afyno-homepage-1707991161343-original.png) [Schedule a Demo](https://fyno.io/?blog) 2\. Courier  ------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e01fbad23e9b95ad4fc2giv0nvrtzbmwamrcvh95gbcebpkun9qwxoux7-lu7yccrle0cuyzqbz-elzi3g3usl2yovdrc4uelacm2iw4bol1j7cpa86lc9ostolaetwkv2huvpyzupnla2bpcmn0odkkl4skbnuvylqlu-1707991161635-original.png) Courier is a notification software platform designed with the "Developers-First" mindset. It offers a way to send multichannel product notifications via email, chat, in-app messages, and SMS via the web, desktop, or mobile app. It allows developers to add a suite of features, like automation, preferences management, audit logs, white labelling, and template management. **Website:** [**Courier**](https://courier.com/) **Communication Channels:** An API for Email, SMS, Push, and Chat ### **Key Features:** Some of the critical features and functionalities offered by Courier are: * Customizable notifications to target specific issues or systems *  Reporting and analytics for real-time insights * Scalability to serve various business needs *  Open API that offers the flexibility to customize to meet specific business needs. * Cross-channel engagement tracking features * Delivery rules engine to route the messages to the preferred channel ###  **Pricing:**  Courier offers three-tier pricing plans: * **Free:** Limited features * **Pro:** $350/mont * **Business & Enterprises:** Available on request  3. Novu -------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e0f842471ffbfab7b8acwzxovcggscmv6tibuskxi7nngb1gkr61ck0zdthbaxtv2jrkl0ednjv3qcd0yancb-n8blhvlxxmmx3jkbokn96khqbkxmxtsyyn8hwlrjq2e7apegofsx8u4sm00fmkhmbmg4s69gdtxuyyg-1707991161978-original.png) Novu offers open-source notification infrastructure for developers. It offers customizable, extendable theming, variables, API, and hooks to update analytics and databases to maintain their open-source projects.You can embed it into any product platform to help them gain visibility into what is happening.  **Website:** [Novu](https://novu.co/) **Communication Channels:** Email, SMS, Direct, and Push ### **Key Features:**  Some of the key features of Novu include: *  Single API for unified communication *  Add custom content  *  Built-in connection to integrate with communication providers *  Reporting & analytics for real-time tracking  *  Modular architecture to offer flexibility  ### **Pricing:** Novu offers separate pricing for cloud and self-hosted platforms: **For cloud:** * Novu provides four pricing plans under the cloud category:   *  Free: Suitable for testing small-scale deployment *  Indie Dev: $25/month up to 25,000 events. *  Business: $200/month up to 60,000 events/months * Enterprise: Available on request **Self-hosted ( On-premise):** \*Pricing is available on request 4.  Knock --------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e1261013c7e50b9a2cctgbi-mpinf2vtkpguvdjldj-zpggezmdzwl5dl2lhfxcgj8kfz3wavoqeuhlofiaqv2u9swp-kmwaord0iycn0qyvchyi2casabynvgaggih35xqiwbrl38ivern2n0ofdo88uv9q3xdevyxohho-1707991162328-original.png) Knock offers APIs to build and manage notifications. You can use it to engage with users and handle cross-channel workflows. Built with a set of primitives, it enables the creation of notification logic and sends notifications in the time zone preferred by users. **Website:** [Knock](https://knock.app/enterprise) **Communication Channels:** Email, Push, SMS, Slack, and Apple Push Notification Service   ### **Key Features:** Knock offers a wide range of features, including:  * Single, unified API  * SDKs available in multiple languages * Pre-built, real-time enabled components * Stream analytics * Easy-to-use dashboard * GDPR and HIPAA-compliant ###  **Pricing:** It offers three pricing plans to meet various business needs, including: *  Free: Up to $10,000 notifications * Starter: $250/month up to 50,000 notifications/month. *  Enterprise: Available on request *  Free Trial is available in the Starter plan only  5\. Engagespot -------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e0922e4dd9ea9833ddponifw-aub-io0f1zquwv5w8iyzn7lal0fvp75yakd6souaid9s1rocwi5kmt9xkhmg6psiiui9mufbghetvyo7duktb6yzwxqwwxyytoflpxf24ujmb58foohq6bizv5pxgr8vxy2muff8xgqa-k-1707991162714-original.png) Engagespot is a no-code platform to create a custom notification engine. It has prebuilt components, APIs, and a UI Kit to build a notification management system to meet your specific needs and also scale at ease.  **Website:** [engagespot](https://engagespot.co/aboutus)  **Communication Channels:** Email, In-app messaging, Web Push, WhatsApp, Mobile Push, WhatsApp, Slack, and many more ###  **Key Features:** Here is a list of some critical features, including: *  Customizable Front-end UI-Kit * In-app notification inbox *  Integration options with multiple email service providers * Native web push capability * Template editor ### **Pricing:** Engagespot offers four pricing plans: *  Free: Up to 10,000 notifications/month *  Standard 10K: $20/month   * Premium 10K: $25/month to suit the needs of growing apps. * Enterprise Plan: Available on request. Volume discount is available on bulk plans.  6\. Raven  ---------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e2f8ddca1202600599uroxrtrs03lpky99lqmmaoekta6rghrhaxpnnvmxtamx17cjf3zyjxp-gvxytrcmd-xmcneqhqsvngbctjp9uhtwhhb8n3pu9i7aoq34uwlazewphzhznwa4mayntvvakpmbcbejzzjz7myf6xl6nk-1707991163057-original.png) Raven is a no-code notification infrastructure platform designed to orchestrate and track cross channel  transactional communication needs. Get visibility into notifications by consolidating logs and data. **Website:** [Raven](https://raven.dev/) **Communication Channels:** WhatsApp, email, SMS, Slack, and many more ### **Key features:** Raven offers the following key features and functionalities, including:  * Template management *  Intelligent routing * Single dashboard to track all data *  Broad integration options ### **Pricing:**  It comes with three pricing plans: *  Free: Up to 10,000 notifications/month * Team: $90/month up to 100,000 notifications *  Business: Custom pricing 7\. MagicBell ------------- ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e10f4e6468e2623208p5-v3idgx-lolo2cpbyp4luwhfwvkwi5mscnutycv4x9etd6wugpmayaqat5r4peqqvooe3xs8nayzb1cbrfnfhobjo7impxnshgtchpf-33lsiorgbqb4hxgnj-hio0sgm8j5n00okjlizx3woigr4-1707991163428-original.png) MagicBell is a cloud-based [notification system](https://www.fyno.io/blog/how-can-you-choose-a-notification-system-for-your-business) designed to help customers deliver notifications directly to inboxes through APIs and UI components. It allows users to customize the notification inbox the way they want.   **Website:** [MagicBell](https://magicbell.com/) **Communication Channels:** Multi-channel delivery - in-app, email, mobile push, Slack ###  **Key Features:**  It offers the following essential features, including:  * UI component to provide flexibility to customize front-end * Customizable notification API endpoint * Use preferences to choose the preferred channel * Flexibility to select notification template ### **Pricing:** It offers six-tier pricing plans: * Free: Up to 100 MAU * Startup: $99/month up to 2000 MAU * Startup Max: $199/month up to 5000 MAU * Pro: $599/month up to 15000 MAU * Pro Max: $1199/month up to 35,000 MAU * Enterprise: Custom pricing is available on request **Why Choose it:** You can select it for a combination of granular preferencing options and a range of pricing plans to meet various product communication needs.  8\. SuprSend ------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e2968023d95835ccafxpxymy9p9itkezsbhf9pnda42fx-3uy7pzbgbm6rcnwxemzv1odtecy3m04ofupksm4bedbddh31j4j9eqlklgdoy7218i1ybkslhvvm-90ziy67hubv5svbv251htmqiwyyk9jddeownn4qrslma-1707991163720-original.png) SuprSend offers a notification infrastructure stack to help create, manage, and deliver alerts reliably, eliminating the need to develop in-house notification service. It has multiple channels, a single notification API, and features like template management and version control. **Website:** [SuprSend](https://suprsend.com/) **Communication Channels:**  Email, SMS, Push, WhatsApp, Chat, App Inbox ### **Key Features :** Some of the notable features are: *  In-app inbox for website  *  Routing notifications to send messages to the most important channel  *  Real-time logs, analytics, and failure alerts to help you track real-time performance *  Multilingual messaging * Automated delivery node to optimize the notification delivery process * All-in-one dashboard to evaluate, audit, and debug the notifications  ### **Pricing:** It offers three types of plans: *  Free: Up to 10,000 notifications * Growth: $99 up to 25,000 notifications     *  Enterprise: Custom pricing is available on request    9\. Catapush ------------ ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64ff31e163b6eda223f3c019z-82e04azbsnjgguj-mw2klafrtiahjxr0vlfvpr0uiatd-zsetq5lqxmtr8ij-nkdhizlyt-fzvtqqpntc7qufcpxu8q1vgeojip9ebouq0mhcxhk-qrtiqrfed7m1ruekrcugl31furhoztgms-1707991164075-original.png) Catapush is a notification infrastructure system designed to meet the needs of developers. It ensures traceable delivery of your push messages, allowing you to track their journey from message transmission to user interaction. Catapush integrates into your app and allows you to dispatch real-time notifications, ensuring precise delivery to your intended recipients. **Website:** [Catapush](https://catapush.com/)​ **Communication Channels:** Push, Email, Slack, SMS, WhatsApp, In-App ### **Key Features:**  Here are the following essential features, including: * Dedicated IP push messaging for faster delivery * Contact management to store, forward, and retry mechanism * Real-time delivery status and push notification delivery report *  Flexibility to format message content * Real-time connection with devices (XMPP) for reliable and secure message delivery  ### **Pricing:** Catapush offers three types of pricing plans: * Free Trial: Available * Pro: 0,02 Euro per MUAR (Monthly Unique Active Recipient) * Enterprise: Custom pricing is available on request Conclusion ---------- Managing communication can be messy, especially in the hyperconnected world of business. And this is where Fyno comes in. It can be a reliable partner in your CX transformation journey. With impressive features, Fyno can help you build a powerful notification infrastructure to deliver proactive alerts via various channels such as SMS, WhatsApp, email, push notifications, voice, and in-app messaging to keep them engaged.   Does this sound interesting? If you are looking to build a notification infrastructure, we can help. Give it a try and experience the power of seamless communication. [Book a demo now](https://fyno.io/)! FAQs ---- ### **1\. What is a notification infrastructure solution?** A notification infrastructure solution is a tool that helps manage customer communications across multiple channels like SMS, email, and push notifications from a single platform. **2\. What are the benefits of using Fyno for notifications?** Fyno offers a no-code setup, powerful routing, automation features, template management, and centralized analytics for efficient cross-channel communication. ### **3\. Which communication channels does Fyno support?** Fyno supports SMS, WhatsApp, email, chat, push notifications, voice, and in-app messaging. ### **4\. Is there a free tier available for most notification platforms?** Yes, many platforms like Fyno, Courier, and Novu offer a free tier with limited features or usage. ### **5\. What types of businesses can benefit from using notification infrastructure tools?** Businesses of all sizes, especially those needing efficient customer communication across multiple channels, can benefit from notification infrastructure tools. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 3 Powerful ways to send email notifications using Java Author: Rohit Jain Published: 2023-09-07 Category: Resources Meta Title: "Effective Email Notification Methods in Java: A Comprehensive Guide" Meta Description: "Discover three ways to send email notifications in Java using JavaMail API, Simple Java Email, and third-party tools like Fyno for streamlined communication." Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/ways-to-send-email-notifications-using-java While multiple ways exist to connect and engage with customers, email notifications remain among the top choices for ease, cost-efficiency, and reliability. Whether sending confirmation or reminder mail for insurance premiums, credit card bill payments, or order confirmations, it remains the go-to choice for businesses. Java programming is the preferred choice for email notifications because of its portability, security, reliability, and customization ability. Using Java to send email is essential for businesses looking to streamline their communication processes. In this post, we will explain the following three ways to send email notifications to provide you with a detailed overview of each method: * JavaMail API * SMTP Protocol with Simple Java Email * [Third-party multichannel notification infrastructure, like Fyno](https://fyno-website-cflow.webflow.io/blog/ways-to-send-email-notifications-using-java#:~:text=Method%20III%3A%20Third%2DParty%20Multichannel%20Notification%20Infrastructure) **_(Fastest way ⚡)_** Let’s begin. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-29-1724006403116-compressed.png) **Method I: Using JavaMail API**  --------------------------------- JavaMail API is an open-source, versatile, platform-independent, and protocol-independent framework. It’s free and allows customisation. The API supports various protocols, such as SMTP, POP3, and IMAP, making it versatile for different use cases. Alternatively, Jakarta Mail offers similar functionality with detailed guidance on sending emails, including features like sending to multiple recipients and attaching files. ### How it works The JavaMail API enables developers to send emails from Java applications by utilizing classes and methods that handle email message creation, addressing, sending, and receiving. The session object is crucial in managing email-related information, especially when dealing with different SMTP servers and authentication protocols like TLS and SSL. It abstracts the complexities of email protocols, providing a straightforward way to integrate email functionalities into your applications. #### Step-by-step guide on setting up and using JavaMail API 1. **Add dependencies**: Ensure you have the necessary JavaMail libraries in your project. You can include them via Maven or manually download the jars. com.sun.mail javax.mail 1.6.2 2. **Setup mail properties**: Configure the mail properties such as SMTP host, port, and authentication details. Properties props = new Properties(); props.put("mail.smtp.host", "smtp.gmail.com"); //SMTP Host props.put("mail.smtp.port", "587"); //TLS Port props.put("mail.smtp.auth", "true"); //enable authentication props.put("mail.smtp.starttls.enable", "true"); //enable STARTTLS 3. **Create a session**: Establish a mail session using the properties and an authenticator. Session session = Session.getInstance(props, new javax.mail.Authenticator() { protected PasswordAuthentication getPasswordAuthentication() { return new PasswordAuthentication("username", "password"); }}); 4. **Compose the message**: Create a message object and set its content, subject, and recipients. Message message = new MimeMessage(session);message.setFrom(new InternetAddress("from@example.com"));message.setRecipients(Message.RecipientType.TO, InternetAddress.parse("to@example.com"));message.setSubject("Testing Subject");message.setText("Hello, this is a test email!"); 5. **Send the email**: Utilize the Transport class to send the email. Transport.send(message); ### **Advantages:**  * Well-structured * Large community support * Offers multiple options to read, compose, and send emails. * Free of cost ### **Limitations:**  * Doesn’t support all types of email features, like image attachments or HTML messages. Additionally, handling complex 'message body' and 'email body' content, such as HTML and images, can be challenging. * Performance suffers owing to the time taken to compile and interpret code. * It consumes significant Java heap space and creates storage issues. Method II: SMTP server protocol with simple Java email ------------------------------------------------------ Simple Java Email is another widely used method by developers to send email notifications,  designed to overcome some of the critical limitations of JavaMail API.   ### How it works The Simple Java Mail library provides a straightforward and robust solution for sending emails using the SMTP protocol. Unlike the traditional JavaMail API, Simple Java Mail abstracts many complexities, making it easier for developers to send emails without dealing with low-level details like MimeMessage handling and authentication setups. The library also supports sending emails to multiple recipients using methods like setRecipients and addRecipients, which allow you to specify multiple email addresses efficiently. To begin with Simple Java Mail, you must configure your SMTP server settings. This involves specifying the server host, port, and authentication details such as username and password. The library supports various authentication methods, including plain SMTP, SMTPS (SSL), and TLS, ensuring secure email transmissions. Here’s a step-by-step guide on setting up and using Simple Java Mail: 1. **Configuration**: First, set up your SMTP server configuration. For instance, using Mailtrap for testing purposes, you would configure the server host, port, username, and password. 2. **Email composition**: Create an email object using the EmailBuilder class. You can set the recipient addresses, subject, and content (plain text or HTML). 3. **Sending email**: Finally, use the Mailer class to send the email. The Mailer instance is created with the configured SMTP server settings. **Example code** // Create the email Email email = EmailBuilder.startingBlank() .from("Sender Name", "sender@example.com") .to("Recipient Name", "recipient@example.com") .withSubject("Test Email") .withPlainText("This is a test email.") .buildEmail(); // Create the mailer Mailer mailer = MailerBuilder .withSMTPServer("smtp.mailtrap.io", 2525, "username", "password") .buildMailer(); // Send the email mailer.sendMail(email);} **Advantages:** With its clean and straightforward API, the Simple Java Email library eliminates the need to deal with low-level APIs, like Mime Message, and inner classes like javax.mail API. Some other benefits include: * Supports image and HTML attachments. * Simple and lightweight compared to other available libraries. * Allows developers to control valid combinations and logical decision paths tightly. Additionally, integrating the Simple Java Mail library into any Java application is straightforward and efficient. ### **Limitations:** Unlike JavaMail API, Simple Java Email has a smaller community of users. Its limited documentation makes it challenging for developers to use the Simple Java Email library effectively. Moreover, it lacks advanced features and capabilities to meet modern-day business needs, including the ability to send mail with attachments and images. **Method III: Third-party multichannel notification infrastructure**  --------------------------------------------------------------------- Modern-day communication needs are different and more complex. It demands a new approach to address the present-day notification communication requirements. A multi-channel notification infrastructure provider, like [Fyno](https://fyno.io/), enables users to send cross-channel notifications via a single unified API, like Emails, SMS, and [Push Notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications). Fyno can streamline your notification flow by creating all the relevant channels and providers with a single API without coding.  ### **Key features & benefits:**  Packed with an impressive array of features, Fyno's full-stack notification infrastructure management platform allows you to seamlessly handle the entire communication flow —from [integration](https://fyno.io/integrations), [routing](https://fyno.io/routing), [template management](https://fyno.io/templates), and creating event automation, with a single API across providers and channels.  Here are some key benefits that Fyno offers, including   * **Extensive integration options:** 40+ CSPs and 6+ [communication channels.](https://www.fyno.io/blog/communication-channels) * **No tech dependency:** End-to-end notification management without involving the engineering team, saving their productive time.      * **Routing:** Create and implement smart cross-channel flow across providers without tech dependency.     * **In-App SDK:** Offers a fully loaded developer-ready in-app layer for all web and mobile applications.   * **Granular template management:** Easy drag & drop editor to design templates for your content, offering better template control.  * **Powerful workspace:** Manage various projects with distinct integrations, workflows, and templates in each [workspace](https://fyno.io/workspaces). * **Unified analytics:** Easily track, measure, and make data-driven informed decisions. Fyno gives you a unified view of [cross-channel analytics](https://fyno.io/analytics) across vendors in one place to help you understand what is working for you.    * **Smart automation:** Automatically sync, refresh, and create notification triggers, allowing you to spend more time on pressing needs.  * **Quick scalability:** Fyno puts the scalability on autopilot.      Fyno has been designed and developed using the **“developer-first” approach**. It does all the heavy lifting, enabling engineering teams to focus without worrying about notifications.  Here's the step-by-step process to get you started with Fyno's super user-friendly platform.   ### **Step I: Log in to the Fyno account.**   Once you land on the “Welcome to Fyno” page, enter your Email Address and Password. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c1f6f8e1785b3fb6f4fdye1di1os6n2h19k78o23zbzuiya9xqrqptuh4iwn0e9xdeopfiwulazk2uk1bi29zdabxrcoo8attz3zcldytsexwmqqwlmntpnezdqixm-xwctu4lbbhgpxt6cbdmtidavcdfbwvk8ljil-lqw-1707991164659-original.jpeg) [Get access](https://fyno.io/) and try Fyno today :) ### **Step II: Integrate with email(s).**   Fyno provides a ready-to-integrate provider list to integrate with emails, including Gmail, Mailchimp (Mandrill), Mailgun, Netcore, Outlook, Postmark, and SendGrid. Once you log in, click on integration and select the right email channel, like Gmail Outlook. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c217b8275d4017f18069-5qpmfnvmap0cmjdqirk7yco7k3zp8ut02gzoazcenitojofosyiklgoswom46udegvrlkzgnzk-w1gndjwwjpfuev8gtu7v7deiu8vfqjga3vtsqguvdqmiscarxoukvy4iqoxscksfq8vlhpcg-1707991164976-original.png) You need to enter a few basic details, such as your Account name, Email ID, App Key/Access Key, and other details, and then click “Add Account.” Your preferred email channel/service provider will be integrated. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c2273aedff3a9b198f37ubxgkkl6q9slraav16ulfm4bcd4r7b4dzl5zcq73bzd63ypmipzvbdagzm0vjrdo2tnwqzxqo4xigew9twgdolahl3ovpyqriukdg00ccunbjuwlqj-ysa0ivh3mjij4wnsd6fzhaslsbsuzgehg-1707991165347-original.jpeg) ### **Step III: Create & load template** Fyno allows you to create and store all your messaging content in one place. You can customize everything—the number of columns, headings, text, buttons, dividers, images, or a host of other things—without coding.  * To **create a template**, head to the “Templates” tab, click on “Create,” and then click on “Drag & Drop Editor.” * Now, select the “Email” icon/tab.  * Finally, click the “Save” button.  ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c24112c70e72ed0e0ae0d0sddamkm3asfjdnzmw-fykvz4-qj0wofh-t4fdypnr772ujf72jymabtprkuldqjt4gikduwp43rh04xo1w-xtioxmb-i8tjhyrwcvnhctrmo81y6sjlbznuehayzlyr3-aid7jywetyuqokyqq-1707991165616-original.png) ### **Step IV: Create smart flow (Routing)** Create rules and logic in a few clicks, drags & drops with Fyno.  * Head to the “Routing” tab,  * Choose “Single Channel”, and * Click the “Create” button.  The following page pops up: ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c2546a90d3270ba670celhbn7pqfh05rlyg6ccsogr9bzdshmqe4yux4ocau9eazhn0wll1ppkhkrtnsfx0v1hrildvrsvp-gxhs-q53oe5clftxqirk1se7v0mliyxtbedu7hnlxbbkrqmmeqhcrlsui5je4lfoxya-1707991165863-original.png) Now, add a few basic details in the relevant fields, and click the “Submit” button. You're now ready to create your communication flow and add conditions and actions to build logic. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c2622278aef7606be60fnlt-kxhxpg3yoopz8a1tlcihbn3bos05kf1lkdwfu9sk5yjt9evjaqu34zk2jrcnywbukjg0ykbip-0fjrqpvk-ayenzfg3dbw4f-5q2u-wnfg03waos2n3r0kyertfa1fr0dj8nrhoxx9eo9w-1707991166126-original.png) Following the process, you can create your communication flow in minutes and apply multiple conditional logics by clicking “Condition,” as shown in the left pane of the above screenshot. Similarly, by clicking “Action,” you can quickly add and enable multiple features like the **pattern of sending** – normal round-robin, distribution of the volume of emails across configured service providers, and failover mechanism.   Once you are over, click the “Save” button. To learn more about this step, click [here](https://docs.fyno.io/docs/route-creation).   ### **Step V: Create a notification event.** It is the stage where you combine templates, providers, routes, and channels to fire notifications.  * Visit the “Event” tab and click the “Create” button at the top right.  ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c27d0ac9cda02cfb1166jkout-xmozmc4h5vxrvai6eicqdbwca-dpsny7o2py-pcmn8fuihv-dsydgdszwpby4psy08pb0nlno9tfsrhyn97ibuc9nsqim7jgvdp8ehwagrbzuklqoi-k42tqivuw2z2zksxtv8-0q5ga-1707991166384-original.png) To learn more about the process, click [here](https://docs.fyno.io/docs/event-creation).   * Once you're done, “Save” the event.   ### **Step VI: Trigger a notification event.**   Once your Event is created, saved, and promoted live, you can trigger the Event. To know the steps in detail, click [here](https://docs.fyno.io/docs/event-triggering).   At the end of the step, you have the single unified code for the entire Event that can be viewed by clicking the “<>” icon.  ### **Step VII: Check event analytics and logs.**   With Fyno, you get granular level channel-wise and vendor-wise analytics on a unified dashboard.  * You can view “Event Analytics” by clicking on the bar icon. Here, you can use unified analytics to gain actionable insights about channel performance, measure channel usage, and check provider usage.    * To access the log details, click the “Logs” tab at the end of the menu bar. It provides a detailed understanding of the notification, such as the time taken, details sent, the response received, and the final status. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64f9c29aeba8b412c7d5d0f90ae-bvqsmn68jemjbop71nnv5urekjk8ytac9usqb5dbsznx8rjll9f4giy9hpzo4pdydtnit3dblz5czug7wp5vbtysyauvwlwg0xextjvp-kwbc94nzrju7nc6woqyujdnrxey05rawg2q8bg-1707991166675-original.png) * To learn more about the analytics, click [here](https://docs.fyno.io/docs/event-analytics).   * To know about logs, click [here](https://docs.fyno.io/docs/log-details).   **Closing remarks** ------------------- As a business grows, notification API management becomes messier as more providers/channels are added. Overall, managing the communication stack becomes challenging. That's where a [notification infrastructure management software system](https://fyno.io/), like Fyno, comes in handy.   Some key value propositions that Fyno offers include:  * **Flexible, no-code capability:** A more efficient, standard, and better notification system reduces developer dependency, providing DIY flexibility to product teams.  * **Go live faster:** You can run your campaigns in minutes, not months.   * **Better control over data:** Your business-critical data will be hosted on your infra, so you never have to worry about control and data security. * **Support any communication template:** Control content with better and more efficient template management.   * **Ensure 100% deliverability:** Ensure your notifications are never disrupted by provider or channel issues with our failover protocols. * **Real-time analytics/audit log:** Get detailed insights on channels, providers, templates, segments, message types (including OTP), open rates, and more through a user-friendly dashboard customized to your notification objectives. Want to learn more about Fyno? [Schedule a demo](https://fyno.io/#) with us now! FAQs ---- ### **1\. What is the JavaMail API and how does it help in sending email notifications?** The JavaMail API is an open-source, platform-independent framework that enables Java applications to send and receive emails using protocols like SMTP, POP3, and IMAP. It simplifies email handling by providing classes and methods to create, address, and send email messages. ### **2\. How do I set up and use the JavaMail API for sending emails?** To use the JavaMail API, you must add the necessary dependencies, configure mail properties, create a mail session, compose the message, and then use the Transport class to send the email. ### **3\. What are the advantages of using the Simple Java Mail library over the JavaMail API?** The Simple Java Mail library offers a more straightforward and robust solution for sending emails by abstracting many complexities. It supports image and HTML attachments, is lightweight, and provides a clean API, making it easier to use than the JavaMail API. ### **4\. How can I configure and use Simple Java Mail for sending emails?** To use Simple Java Mail, you must set up your SMTP server configuration, create an email object using the EmailBuilder class, and then send the email using the Mailer class. ### **5\. What is a third-party multichannel notification infrastructure, and how does it work?** A third-party multichannel notification infrastructure, like Fyno, allows you to send cross-channel notifications (emails, SMS, push notifications) using a single unified API. It streamlines notification management by integrating various channels and providers, offering features like template management and smart routing. ### **6\. How do I get started with Fyno for sending email notifications?** To get started with Fyno, you need to log in to your Fyno account, integrate your email provider, create and load email templates, set up smart routing rules, create notification events, and finally, trigger and monitor these events. > Or you could [talk to us](https://app.fyno.io/schedule-demo) :) --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why omnichannel analytics is crucial for your business and saves you time Author: Rohit Jain Published: 2023-06-15 Category: Articles URL: https://www.fyno.io/blog/why-omnichannel-analytics-is-crucial-for-your-business-and-saves-you-time Most businesses thrive and find a winning formula that works for them because they make data the backbone of their way of working. From website traffic to social media reports, in-app metrics, unique users, and so much more, data tells us stories about our businesses so we can chart out the future with more confidence and clarity. This also helps to gauge if the business is moving in the right direction or not. When it comes to notifications, businesses approach analytics differently. Although notifications are a crucial part of product and growth, obtaining analytics data can be time-consuming. In this blog, we explore how omnichannel analytics can greatly enhance your communication and notification strategy. #### How can omnichannel analytics be a PM’s best friend? To understand how well a notification strategy is working, it’s important to look at every channel that a business has engaged. For example, if a PM has triggered a message across SMS, email and WhatsApp, it’s possible that the user saw the message on WhatsApp and hence ignored the same on the other two channels it was sent via. Now, if a PM were to get SMS analytics in silos, it might seem like the notification, though delivered, was not opened. Omnichannel analytics gives a broad overview and an edge for a PM to focus on all channels at the same time. Most businesses today engage with 2 or more channels to keep in touch with their customer base.  This helps the PM make more informed and important decisions while tweaking the notification strategy for the business. #### What is the current landscape of analytics? Getting single-channel analytics, unless for a very specific reason, can be long-winded. For the sake of a better explanation, let’s take the same instance from above where the PM has triggered a message using 3 channels - SMS, email and WhatsApp. So now, this is what the PM has to go through: * Log into Twilio * Download stats for the SMS sent out * Log into Gupshup * Download stats for the WhatsApp message sent out * Log into Postmark * Download stats for the email sent out Once all reports have been collated, the PM then manually checks for the performance of the notification that’s being tracked and then pits them against the other on an Excel sheet to compare and contrast. One important thing to also note here is that while the information might be available on almost all platforms, the way it is presented by different platforms will be different. This will require a PM to then put a lot of extra time and effort into bringing these different pieces of data into one common format that’s easily readable. #### Is there an easier way out? Of course, there is! At [Fyno](https://www.fyno.io/), we empower PMs with a dashboard that helps them look at data in a single glance, defined by channel, events or even providers. ![](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/648ab2cf70365a779ed08e92_Screenshot%202023-05-09%20at%201.15.10%20PM%20(1).png) ![](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/648ab2d6d7f0767bae534601_Screenshot%202023-05-09%20at%201.15.21%20PM%20(1).png) ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/648ab2dcd7f0767bae534b72screenshotpercent202023-05-09percent20atpercent2011545percent20pm-1707991167976-original.png) While this provides a helpful overview, there are many more ways of going much deeper into analytics for a PM to truly understand every notification sent out in the past, paving the way for all future notifications that will benefit their business. Fyno identifies channel-level preferences for every user and enables PMs to reach them through those channels. This will improve user experience and also helps to save costs. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The Making Of A Notification Author: Rohit Jain Published: 2023-06-15 URL: https://www.fyno.io/blog/the-making-of-a-notification A couple of weeks ago Rahul joined Yoda, an early-stage D2C startup. The first time he met with Nikhil, the CEO, he asked if there were any critical tasks he could begin working on. Nikhil thought about it for a couple of seconds and told him there are a lot of customer escalations regarding order delivery. Customers complain mainly about poor order status communication. Nikhil encouraged him to look at the problem and propose a solution. Rahul reviewed/listened to customer complaints and studied existing customer communication related to orders for a couple of days. Then he summarised the current flow and the issues that need to be addressed. 1. Yoda is built on Shopify. The tech team has configured the default order confirmation template available in Shopify. So currently, the order confirmation email is triggered by Shopify post successful order. 2. To deliver orders, Yoda partners with Clickpost, a third-party logistics company. Order status communications, such as Shipped, In Transit, Out for Delivery, etc are handled by logistics partners such as Delhivery and Bluedart. 3. Currently, Yoda's backend integrates these 3PL players' order status APIs. However, the order tracking flow in My Accounts hasn't been built yet, so customers can't track their orders there. 4. These logistics partners send only SMS. If users miss seeing these SMS, they end up searching for emails or push notifications to see if they received any updates. When they couldn't find it, they sent stinkers to Yoda's customer service. Rahul realised that the order status communication is a critical flow and it needs to be foolproof. The best option is to build the order tracking within the App/website, but it will take a couple of months to design, build, and release it. To keep users updated on their orders, he decided to use multiple communication channels (Email, SMS, Push). Rahul listed out the tasks that needed to be completed. 1. Assess service providers, negotiate prices, and finalise the contract 2. Provider integration. 3. Release after testing. As the CEO wanted the issues resolved as soon as possible, Rahul chose one service provider for all channels in order to expedite the release process. #### **Evaluating and finalising service providers** Rahul talked to colleagues who have done similar integrations in the past and shortlisted Gupshup, Kaleyra, and Karix for SMS. In addition to Google FCM for Push, he decided to trigger Emails directly from the backend using Amazon SES. He evaluated SMS vendors based on service levels since SMS pricing is pretty standard across vendors. Based on his evaluation, he decided to go with Kaleyra. #### **Integration** Next, Rahul sat down with his engineering team and shared the API docs for Kaleyra as well as a PRD with templates for sending email, SMS and push notifications. 1. For each status, the tech team must configure an email, SMS, and push template 2. It is necessary to log the send status for each communication (so that future debugging can be conducted). #### **Timelines** A timeline of 2 months was given for all activities, including testing. The CEO isn't happy about the timelines, but he has little choice because integrating with multiple channel providers, testing, and logging each action is going to take time. #### **Feature Release** Three months after Rahul spoke with the CEO, the feature was released. Following its release, customer complaints started dropping, and NPS (Net Promoter Score) started increasing. The CEO praised Rahul for delivering such an impactful feature so quickly. > **Then, things went downhill** It was fine for a few months. Rahul was casually conversing with one of the customer service executives one day, and the CS executive mentioned they were still receiving complaints from customers regarding order status updates from time to time. Rahul decided to investigate the issue more thoroughly. He got a list of customers who had complained and followed the steps below: 1. Downloaded the sent logs (Email, SMS, Push) from the database. 2. Downloaded those customers' delivered logs from Kaleyra. His frustration grew as he realised he couldn't download individual customer logs from SES or FCM. Rahul concluded that after analysing the data, 1. A few SMS were not delivered from Kaleyra. He escalated the issue to Kaleyra, who mentioned that the SMS wasn't delivered for some reason and promised to investigate. 2. He wasn't able to verify whether customers who didn't receive SMS received emails or push notifications due to the lack of individual user logs. Having realised that he must solve these cases before the CEO asks for RCA, Rahul decided to do the following: 1. Finalise SMS, email, and push failover options. 2. Log the sent and delivered messages for each service provider in Yoda’s db. Now, Rahul has to finalise new vendors, integrate them, and add logs for each channel for monitoring purposes. He was deflated when his engineering team told him it would take 3-4 months. His next meeting with the CEO would require him to convey these timelines, and he was not looking forward to it. Rahul wondered how he could avoid spending so much time dealing with new service providers or channels in the future (to reduce time and costs) and realised Nikhil would also ask the same question. Having thought of that, he started looking up keywords like "automating user communication", “communication infrastructure”, and “scaling communication service”, etc on Google and stumbled upon Fyno. The moment Rahul visited Fyno's site and reviewed its documentation, he realised how much time it would save his engineering team. Taking that thought into consideration and thanking his lucky stars, he scheduled a demo with the Fyno team. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Simplifying the complexities in logistics for customer communications Author: Rohit Jain Published: 2023-06-14 URL: https://www.fyno.io/blog/simplifying-the-complexities-in-logistics-for-customer-communications In the logistics industry, effective communication is essential for maintaining smooth operations and providing a high-quality customer experience. This case study focuses on a logistics brand with a vast network of partner brands, each with its own unique requirements, service providers, and communication templates. We explore the challenges faced by the brand and how it overcame them by partnering with a third-party vendor to streamline their communication processes. 1. **Complex network of partner brands:** The logistics brand operates within a large network of multiple partner brands. Each partner brings their own set of service providers, communication templates, reports, and other essential elements. This complexity adds significant pressure on the engineering teams to ensure seamless communication for every associated business. ‍ 2. **Essential communication templates:** To provide transparency and updates to customers, the logistics brand requires a range of communication templates. These templates include order received, order dispatched, order on the way, order to be delivered today, order delivered, and order feedback. Each template must be customized and sent to the right audience at the right time. ‍ 3. **Burden on engineering teams:** Handling the communication processes internally puts a strain on the engineering teams. They have to manage multiple service providers, navigate template approvals, and ensure smooth delivery of notifications. This increased workload can hinder their ability to focus on core logistics operations and maintain a high-quality customer experience. ‍ 4. **Complexities of sending notifications:** Even sending a simple SMS notification becomes a lengthy process. It involves multiple steps, such as template approval from telecom providers like Vodafone, deploying third-party platforms like Exotel for triggering the notifications, and finally ensuring that the notifications reach the intended recipients through the internal notification layer. This manual process adds unnecessary complexity and requires significant engineering resources. ‍ 5. **Importance of transactional communication:** For logistics partners, transactional communication plays a crucial role in their daily operations. Whether it's informing customers about failed payments or updating them about incorrect addresses, notifications are vital for resolving issues and maintaining customer satisfaction. Accuracy, timeliness, and proper targeting are paramount for effective communication. ‍ 6. **High volume of notifications:** With a large number of daily orders, the logistics brand sends out a minimum of 14-15k notifications per day. Managing such a high volume of notifications internally can be daunting and resource-intensive, diverting focus from the core logistics operations. ‍ 7. **Benefits of partnering with a third-party vendor:** Recognizing the challenges and complexities of managing communication internally, the logistics brand opted to hire a third-party vendor specialized in notifications. By leveraging the expertise of the vendor, they simplified the entire process and efficiently handled communication for multiple partner brands. **Conclusion **‍ Efficient communication is crucial for logistics brands with vast partner networks. This case study highlighted the challenges faced by a logistics brand in managing communication templates, service providers, and the associated engineering workload. By partnering with a third-party vendor, the brand streamlined its communication processes, freeing up engineering resources, improving accuracy and timeliness, and providing a seamless experience for its customers. Outsourcing communication management to a specialized vendor allows logistics brands to focus on their core operations while ensuring effective and hassle-free notifications for multiple businesses within their network. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Simplifying Customer Communications for a Hyperlocal Marketplace: A Case Study Author: Rohit Jain Published: 2023-06-14 URL: https://www.fyno.io/blog/simplifying-customer-communications-for-a-hyperlocal-marketplace-a-case-study In the dynamic world of hyperlocal marketplaces, effective communication plays a crucial role in driving customer engagement and satisfaction. This case study explores the challenges faced by an upcoming brand that serves as a marketplace for hyperlocal retailers, specifically focusing on groceries and everyday items. We delve into their communication struggles and how they overcame them to enhance operational efficiency and user experience. 1. **The need for streamlined communication:** As the brand connected local businesses with consumers, their success relied heavily on seamless and convenient ordering processes. However, managing communication channels, order updates, and vendor notifications posed significant challenges. They lacked a centralized implementation system, leading to operational inefficiencies and potential chaos. ‍ 2. **Managing multiple communication channels:** To engage users effectively, the brand utilized various communication channels, including SMS, WhatsApp, email, and push notifications. However, each channel required integration with different vendors, resulting in increased complexity and a heavy workload for the engineering team. ‍ 3. **Ensuring order transparency and timely updates:** With numerous vendors and orders, it was essential to provide users with transparent and timely updates throughout the order journey. However, without a structured system to track order statuses and vendor details, maintaining stability and delivering accurate notifications became a significant challenge. ‍ 4. **High dependency on engineering:** The brand heavily relied on the engineering team to implement and manage communication pipelines. This dependency restricted scalability and hindered the implementation of new changes or content updates promptly. It became evident that reducing engineering dependency was crucial to fueling growth and innovation. ‍ 5. **Vendor downtime and lack of failover system:** The brand faced challenges when vendors experienced downtime, causing disruptions to order processing and creating a negative impact on user experience. Without a stable failover system in place, the brand struggled to handle such situations effectively. ‍ 6. **Fragmented implementation of communication channels:** Engaging multiple vendors for different communication channels meant managing a multitude of APIs. This fragmented implementation added complexity and increased the engineering team's workload, affecting overall operational efficiency. Here’s the list of events they need notifications to be triggered: * Order confirmed * Order dispatched * Order delayed * Order * Order delivered * Feedback In conclusion, Streamlining communication processes is paramount for hyperlocal marketplaces to provide exceptional user experiences and maintain operational efficiency. In this case study, we witnessed the challenges faced by an upcoming brand in managing their communication channels, order updates, and vendor notifications. By recognizing these pain points and seeking ways to reduce engineering dependency, businesses in this space can overcome obstacles, drive scalability, and enhance customer satisfaction. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Streamlining Transactional Notifications for B2B Inventory Booking Platforms Author: Rohit Jain Published: 2023-06-14 URL: https://www.fyno.io/blog/streamlining-transactional-notifications-for-b2b-inventory-booking-platforms In the fast-paced world of B2B inventory booking platforms, seamless communication is key to enhancing user experience and ensuring smooth journeys for travellers. With over 3.5 crore notifications sent per month, it's crucial for these platforms to efficiently manage transactional notifications. We spoke to one such platform, which caters to a large network and helped gather crucial insights into what goes behind the scenes in keeping their users engaged and well-informed. In this blog post, we will explore the challenges faced by inventory booking platforms in handling transactional notifications and highlight a potential solution that can streamline the process. 1. The complex landscape of inventory booking platforms: The platform we spoke to is serving over 1600 bus operators across 6+ countries. This translates to managing a massive network of 1600+ booking portals. To enable a seamless booking experience, the platform relies on multiple APIs for every channel through which ticket information is transmitted. ‍ 2. Beyond just ticket bookings: The inventory booking platform offers more than just bookings. It provides users with real-time bus tracking capabilities and facilitates communication with travellers throughout their journey. Transactional notifications play a vital role in this process, ensuring a smooth and hassle-free travel experience ‍ Some examples of transactional notifications include: \- OTPs for booking \- booking confirmations \- upcoming travel details (bus number, driver information) \- in-journey updates (bus progress, upcoming stops) \- journey completion notifications \- feedback requests from bus operators 3\. Potential challenges and complexities: Handling a large number of bus operators and their unique requirements can pose several challenges for inventory booking platforms. These challenges include: * Integration Complexities: Each bus operator comes with its own set of providers, resulting in numerous integrations that the booking platform must handle. * Backend Template Management: The platform must efficiently manage notification templates, accommodating diverse content requirements for different bus operators. * Resource Allocation: Engineers and product managers face the challenge of maintaining a large client base and ensuring smooth operations. * Customer Experience Pressure: The customer experience team shoulders the responsibility of managing and configuring communications for multiple bus operators. 4\. Outdated tech stack: travellersThe majority of communication systems in inventory booking platforms operate on outdated technology stacks, hindering scalability and performance. This limits the platform's ability to meet growing demands and deliver an optimal user experience. ### Simplifying Notification Management with Fyno To overcome the challenges associated with transactional notifications, inventory booking platforms can consider outsourcing their communication needs to specialized platforms like [Fyno](https://www.fyno.io/). By consolidating every bus operator's account under a single main account, Fyno offers a streamlined approach to managing notifications. This solution eliminates the need for individual integrations and simplifies template management, reducing the strain on engineers, product managers, and customer experience teams. ### Conclusion Efficient transactional notifications are vital for B2B inventory booking platforms to enhance the overall travel experience. By leveraging specialized platforms like Fyno, these platforms can overcome integration complexities, streamline template management, and alleviate the burden on resources. Implementing a robust and scalable notification system ensures that travelers receive timely and relevant information, making their journeys less cumbersome and more enjoyable. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Best practices for a stellar WhatsApp Business account Author: Rohit Jain Published: 2023-06-14 Category: Articles Meta Title: Maximize WhatsApp Business: Essential Features & Best Practices Meta Description: Discover key WhatsApp Business features like quick replies, labels, and catalogs. Enhance customer experience with best practices for effective communication. Tags: Communication experience, WhatsApp URL: https://www.fyno.io/blog/best-practices-for-a-stellar-whatsapp-business-account Basics make you capable. Going over and beyond makes you stand out and be remembered. And the ones who are remembered are the ones who are recalled, revisited, and get better traction overall. Also known as Customer Experience 101. We have covered the aspects that would get your business’ official communication up and running on WhatsApp Business. Still, the features that really add value and delight to the customer’s experience should be leveraged to keep your customers coming back for more. Some of the features that WhatsApp Business has that help you bring that oomph factor to your customer experience are: 1. Link Instagram 2. Create short links or QR Code to connect with WhatsApp chat 3. Label chats 4. Away messages and greeting messages quick replies 5. Chat list filters 6. Catalogue and collections 7. Cart ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-30-1724007791627-compressed.jpg) What is WhatsApp Business? -------------------------- [WhatsApp Business](https://www.fyno.io/blog/whatsapp-vs-whatsapp-business-a-head-to-head-comparison-for-your-business-needs-clzvl6xeg004w103abeitt930) is a free-to-download business app designed specifically for small businesses. It allows businesses to communicate with customers using tools that facilitate automated, sorted, and quick responses. WhatsApp Messenger is primarily a user-oriented platform for personal communication, while WhatsApp Business provides enhanced features suitable for small to medium businesses. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-31-1724007808131-compressed.png) ### Overview of WhatsApp Business 1. Account setup: Creating a [WhatsApp Business account](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) is straightforward. Download the app, register with a business phone number, and complete your business profile. 2. Profile management: Ensure your business profile is comprehensive. Include your business name, address, category, description, email, and website. 3. Messaging tools: Use quick replies, automated messages, and labels to manage and streamline communications effectively. ### Benefits of using WhatsApp Business 1. Direct communication: WhatsApp Business offers a direct line to your customers, enabling instant messaging and real-time support. 2. Cost-effective: Compared to traditional SMS or email marketing, WhatsApp Business is a more cost-effective solution for customer communication. 3. Enhanced engagement: The app supports multimedia messages, making it easier to engage customers with images, videos, and voice messages. 4. Global reach: With over 2 billion users worldwide, WhatsApp offers businesses the potential to reach a vast audience. Setting up your WhatsApp Business profile ----------------------------------------- Creating a strong WhatsApp Business profile is crucial for making a good first impression and establishing credibility. Follow these steps to ensure your profile is both informative and professional: 1. Profile picture: Choose a high-quality image that represents your brand. 2. Category: Select the category that best describes your business. This helps customers understand what your business offers at a glance. 3. Business description: Write a clear and concise description of your business. Highlight what sets you apart. For instance, using a descriptive business profile, Fyno helped companies like Fitpass increase their deliverability to nearly 100%. 4. Ensure your profile is relevant to your business: Keep your profile updated with relevant information such as contact details, business hours, and address. This is essential to providing customers with accurate information and building trust. Essential WhatsApp Business features ------------------------------------ ### 1\. Creating greetings, quick replies and away messages One of the most important common features that run true for all good businesses is that, whenever possible, automate things. The WhatsApp Business app offers tools for automating messages, such as quick replies and away messages, which can significantly enhance customer engagement. Processes that technically do not need a human touch or are redundant tasks can and should be automated. This not only frees a resource for doing other activities but also leaves no gap in terms of customer experience. What may have taken you probably 2 - 3 minutes (or more) to reply to a new customer reaching out can be responded to within a matter of seconds. What’s more, you can also add content that would interest the customer, like redirecting them to look at your catalogues for the services provided or prompting them to leave a message detailing their requirement, etc. Quick replies make you a master at handling multiple chats and queries like a pro. Assuming you are aware of some of the basic queries that a typical customer would ask about your business and services, having a few quick replies created and ready to go helps you reply quickly, consistently, and clearly. 1. Having quick replies with short links for meetings is a good idea in case you have a use case for conversing with your clients. 2. In case you are running your customer support aspect using WAB, having quick replies ready for this, like asking about the condition of the parcel during the time of delivery or even more data in the form of pictures, quick replies can be leveraged for this. 3. Screenshots for errors, FAQ. Away messages are not used by many but can be leveraged so beautifully to ensure your customers are informed and feel like they are seen and heard. We recommend you set up away messages for: 1. When it is outside your business hours (Mon - Fri as well as a weekend if it applies to you) 2. If you are on holiday or are not available. It’s always better to keep your clients informed rather than have them wait a few hours to reply. Setting the expectation is important. Find out how to create [Greetings](https://faq.whatsapp.com/501866148528310?helpref=hc_fnav&cms_platform=android), [Quick Replies](https://faq.whatsapp.com/1791149784551042?helpref=hc_fnav&cms_platform=android) and [Away messages](https://faq.whatsapp.com/2565868990219715?cms_platform=android) now. ### 2\. Labels and chatlist filters Labels help you stay organized. Applying a label in WhatsApp to identify or tag your chats takes less than a minute and is one of the most convenient ways to identify your chats quickly. WhatsApp has a few default labels, but feel free to create your own filters that suit your needs. Some tips to keep in mind when creating labels are: 1. Keep it simple! Decide what you are trying to achieve with tags and stick to it. Do not dilute the plan by adding more tags in the hopes of covering more topics. This never works, does not add value, and loses the plot as quickly as it starts. 2. Figure out a defining metric that will enable you to differentiate or categorize contacts. 3. Understanding what these labels are will further allow you to use them. For example, if I create 3 labels, Interested, New, and Old, I can send curated offers with joining offers to those marked as Interested while not targeting the rest. I would also understand what content to talk to that potential customer with since the label prompts me to what stage of the customer journey that person is on. 4. Labels can also act as metrics to track conversions and other parameters to understand small business growth. Just when you think Labels have changed the game for you, Chatlist Filters come in and make it better! I know when I say filter, the activity itself seems very simple. But what if I use Chatlist Filters to search labels as well? Yes, this is possible and such an amazing feature. You can start typing any label name in your search field, and all the conversations with that label will populate. Simple. Find out how to create Labels and how to use [Filters](https://faq.whatsapp.com/445165231062066?helpref=hc_fnav) ### 3\. Catalogues and collections A catalogue is essentially a montage of the products or services one offers via their business. WhatsApp Business has considered the entire journey for a small business, and one key aspect is being able to display your products so that any interested person can peruse them at their convenience. This also works out well for you as a small business since, 1. This shows professionalism and structure in your business 2. You have 1 place where there is a standard catalogue for all your products or services, which can be easily accessed. 3. Standardization of pricing and no need to have repeated conversations with different customers to explain what a product or a service entails. All this can be included in a description. You will need only redirect your clients to the catalogues and sit back and relax while they browse, choose, and add items to the cart. WhatsApp for Business introduced an additional feature called Collections to enhance the catalogue feature. A collection is nothing but a grouping of a select few items from the catalogue that you would want to display or showcase as a bundle. For example, if I run a business of all bath products, I would make a collection of Shampoo, Condition and Post shower hair products as 1 collection. The possibilities are endless here. Again, based on the trends that your customers show regarding interests as well as the buying history that you would already have, you can make collections like this that can help upsell and cross-sell your products. Find out more about creating [Catalogues](https://faq.whatsapp.com/833697274483076?helpref=hc_fnav&cms_platform=web) and [Collections](https://faq.whatsapp.com/2929318000711140?helpref=hc_fnav&cms_platform=web) ### 4\. Cart feature The Cart feature allows you to gracefully exit the entire customer experience by closing the loop on the story. The catalogue and collections have a feature that allows your customers to browse and add items to the cart. This, in turn, can be treated like any other e-commerce platform for selling your products, including completing the payment for the items in the cart via WhatsApp Payments. Enable the [Cart](https://faq.whatsapp.com/1475761576240237?helpref=hc_fnav) feature for your WhatsApp Business now. Best practices for effective communication ------------------------------------------ To make the most out of your WhatsApp Business account, it's essential to follow best practices for effective communication. This ensures that your customer interactions are clear, respectful, and efficient. ### 1\. Get clearly stated consent from users * Obtain explicit consent: Always ensure that users have opted in to receive messages. This can be achieved through sign-up forms where users explicitly agree to receive communications. * Transparency: Clearly explain what kind of messages users will receive, such as updates, promotional content, or [transactional notifications.](https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3) * Easy Opt-out: Provide an easy way for users to unsubscribe from messages anytime. ### 2\. Send out messages at opportune times * Understand user preferences: Analyze when your users are most active and schedule messages accordingly to avoid disturbances. * Time zones consideration: Be mindful of different time zones if your customer base is international. * Event-driven messaging: Send messages triggered by user actions, like order confirmations or reminders, which are more likely to be read and appreciated. ### 3\. Do not spam your customers * Limit frequency: Avoid sending too many messages in a short period. This can overwhelm customers and lead to higher unsubscribe rates. * Relevance: Ensure each message adds value to the customer, whether it's a useful update, a reminder, or a promotion tailored to their interests. * Content quality: Focus on quality over quantity. Well-crafted messages with clear, concise information are more effective. Leveraging WhatsApp for marketing --------------------------------- Using WhatsApp for business communication offers a unique opportunity to connect with customers in a more personal way. Businesses can use WhatsApp to send promotional messages, announcements, and updates directly to their audience. This approach not only increases engagement but also builds a more direct and trusted relationship with customers. ### 1\. Build a brand identity Building a strong brand identity on WhatsApp involves consistent and clear messaging. Create a professional WhatsApp profile with your logo, business address, and contact details. This helps establish credibility and trust with your customers. Ensure your profile is complete and up-to-date to reflect your brand accurately. Next, use WhatsApp status to share updates, promotions, and behind-the-scenes content. This keeps your audience engaged and informed about your business activities. Additionally, respond promptly to customer inquiries to show that you value their time and feedback. ### 2\. Engage customers with interactive messages Engaging customers through interactive messages can significantly improve customer satisfaction and loyalty. 1. Use quick replies: Set up pre-written responses to common questions to save time and ensure consistency. 2. Send polls and surveys: Gather customer feedback and opinions easily to understand their needs better. 3. Share multimedia content: Enhance your messages with images, videos, and documents to make them more engaging. Ensuring clear communication and respecting user preferences are crucial for maintaining a positive customer relationship. Always ask for permission before sending promotional messages and allow customers to opt-out easily. This respect for user preferences builds trust and reduces the likelihood of your messages being marked as spam. Improve your online presence ---------------------------- We live in a “creator age,” which essentially means that your online presence is imperative for your business and products to have visibility and traction in the market. One of the best ways to do this is to first create an Instagram page for your business. Once you have set up an Instagram account, creating an interconnection with WhatsApp is very simple. It's worthwhile to mention that using your Instagram bio space strategically to guide potential clients on when to reach out on WhatsApp is a smart move. Instagram on its own has a Shop feature, which can be leveraged as well, but having the same Shop on multiple platforms makes tracking and consolidation of data and information. Find out how to [link your Instagram](https://faq.whatsapp.com/647574060315065?helpref=hc_fnav) to your WhatsApp Business account. Knowing what features an application provides is great, but understanding how to leverage those features to the best possible capabilities is a skill that will help you propel your business and brand forward. Conclusion ---------- In conclusion, establishing a stellar WhatsApp Business account requires a blend of strategic practices that ensure effective communication and user satisfaction. By fully completing your profile, responding to inquiries promptly, and utilising organizational tools like labels and tags, businesses can enhance customer engagement and streamline operations. FAQs ---- ### 1\. What is WhatsApp Business? WhatsApp Business is a free app designed for small businesses to communicate with customers using automated, sorted, and quick responses. ### 2\. How to set up a WhatsApp Business account? Download the app, register with a business phone number, and complete your business profile. ### 3\. How do labels help in managing chats on WhatsApp Business? ​​​​​Catalogues display your products or services, while collections group related items to enhance browsing and sales. ### 4\. How does the Cart feature work in WhatsApp Business? The Cart feature allows customers to browse, add items to their cart, and complete purchases directly through WhatsApp. ### 5\. What is the best practice for obtaining consent from users? Always obtain explicit consent and provide an easy way for users to opt out of receiving messages. ### 6\. How can I ensure my messages are not considered spam? Limit message frequency, ensure relevance, and focus on quality content to avoid spamming customers. ### 7\. How can I link my Instagram account to WhatsApp Business? Set up your Instagram account and use the bio space to guide clients to contact you via WhatsApp. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Who should use WhatsApp Business and how does one set it up? Author: Rohit Jain Published: 2023-06-14 Category: Articles Meta Title: "WhatsApp Business: Setup, Benefits, and Best Practices" Meta Description: "Discover how to set up and leverage WhatsApp Business for enhanced customer interaction. Learn its benefits, integration tips, and best practices for success." Tags: Customer communication, Solutions, WhatsApp URL: https://www.fyno.io/blog/who-should-use-whatsapp-business-and-how-does-one-set-it-up As discussed earlier, WhatsApp has been built to cater to different purposes and business sizes when discussing the business model. In this blog, we will cover the need for WhatsApp Business, who it's relevant for, and how to set it up. But first, what is WhatsApp Business? ------------------------------------- [WhatsApp business](https://www.fyno.io/blog/whatsapp-vs-whatsapp-business-a-head-to-head-comparison-for-your-business-needs-clzvl6xeg004w103abeitt930), at the crux of it, **is a business model of the WhatsApp personal chat tool, with complimentary features to help any business starting off and requiring a channel to communicate with their end clients.** This essentially means that a small business, with mostly the proprietor or owner of the business running the show, will also run the [WhatsApp Business account](https://www.fyno.io/blog/best-practices-for-a-stellar-whatsapp-business-account) from the convenience of his mobile or WebApp device. It's that simple. Who should use WhatsApp Business? --------------------------------- First things first, though. Is this the right fit for your business? Ideally, the right audience for such a WhatsApp Business setup is: 1. Home-grown businesses like salons, hardware stores, cafes and even boutiques 2. Online retailers like influencer fashion or merchandise sale services where can use WhatsApp business to set up sales. 3. Service-based Businesses, such as life coaching and health coaching, can then use WhatsApp Business to set up their services for clients. 4. Organisations and communities for setting up volunteer programs and sign-up processes for available programs. 5. Travel and Hospitality businesses, such as local tour guides or vehicle rentals, are located in cities so that tourists can easily contact them and peruse their services at a glance. Users can manage both personal accounts and business accounts on the same device, provided they have separate phone numbers for each account. So, without further ado, let’s dive right in! The benefits of using WhatsApp Business --------------------------------------- 1. **Enhanced customer interaction:** WhatsApp Business makes it easier to foster valuable customer connections. With features like automated greeting messages and quick replies, business benefits from being more responsive customer support. 2. **Cost-effective marketing and support:** Sending notifications, updates, or marketing messages through WhatsApp Business can be significantly more cost-effective than SMS and phone call costs. 3. **Rich media capabilities:** The platform supports various media types, including text, images, videos, and documents, enabling businesses to enhance their messaging strategies. 4. **Improved organisational efficiency:** Companies can quickly organise, track, and manage customer interactions using tools like labels, chat history, and a comprehensive product catalogue using the Whatsapp business features. 5. **Scalable for business growth:** As your business grows, WhatsApp Business grows with you. It allows connection to multiple devices and offers tools that can handle a higher volume of messages, which is perfect for expanding your outreach without compromising the quality of customer interactions. Things to keep in mind while creating a WhatsApp business account ----------------------------------------------------------------- Once you have decided that WhatsApp Business is the right choice for your business, we can get started with the following steps: 1. Installation and set-up of WhatsApp Business account 2. Integrating with other business tools 3. Best practices for a stellar WhatsApp Business account 4. Advanced settings to boost your WhatsApp Business account We need to remember throughout the entire process that WhatsApp will now be the official communication channel for your business, and this needs to be correctly represented with the features made available in this version. ### Setting Up Your WhatsApp Business account The installation of WAB is quite simple. Depending on your OS, you must access the Apple Store or Play Store to find and install the WhatsApp Business application. Once installed, the application will walk you through the basics of the sign-on process. You can choose to use your existing number (which will be auto-detected if you are using the same device the SIM is plugged into) or register with a new number exclusively for the business along with your business address. It is crucial to set up a professional business profile to build credibility and trust with customers on a secure platform. 💡 An important point to keep in mind here is that if your business has already been associated with the number that you were using, then it is wise to use the same number and plan to transition the number later once brand recognition and association have been established with the name and not the number! ### Integrating with business tools Integrating WhatsApp Business with other business management tools can streamline operations and enhance customer interactions. Here’s how to do it: 1. **API Integration**: Use the WhatsApp Business API to integrate with CRM systems, e-commerce platforms, and more. This allows for the automation of messages and synchronization of customer data. 2. **Utilize built-in tools**: WhatsApp Business offers built-in tools that support integration, such as catalogue features for showcasing products and services directly through the chat interface. Additionally, messaging tools can be used to set up automated responses, thereby enhancing communication efficiency between the business and its customers. 3. **Leverage third-party solutions**: Many third-party tools and services offer ready-made integrations with WhatsApp Business, which can help extend its functionality without the need for extensive custom development. ### Best practices for a stellar WhatsApp Business account You can do multiple things to set up an excellent and informative profile, which your clients can leverage to learn more about your business. 1. **Add a cover photo:** We have seen the banner concept on LinkedIn and Facebook profiles. WAB’s Cover Photo is the same concept. The idea behind this is that it acts like a supporting image that reinforces your business’ brand image. We strongly suggest you not use the same image as the one you use for the Business account display. 2. **Add a business description and category:** A good business description is very important to ensure that your clients or potential clients across your profile get a clear sense of what you’re selling. While your business name may not reflect your company’s work, writing a short and crisp description can help turn it around. A pro tip is to remember to end the description on a hook, or a “reason to return”, if you will. For example: **Business description for a locally sourced vegetable store without a hook:** Various locally sourced fruits and vegetables are available from 8 am - 8 pm. **Business description for a locally sourced vegetable store with a hook:** We have various locally sourced fruits and vegetables, adding exotic new varieties daily. Check out our catalogue for more details between 8 am - 8 pm. Adding a category helps bucket our business into the relevant categories, provides credibility, and makes it easier for a person who is looking at your business to have a glance and understand what you are in the business of 💡 image of the above examples in screenshots ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-cp-1724014443853-compressed.png) 1. **Highlight free and paid features:** WhatsApp Business offers a blend of free and paid features. While it is free to download and use, certain functionalities require a subscription or payment. These premium capabilities can significantly enhance your business operations and customer interactions. Leveraging both free offerings and premium features can provide substantial value to your business. 2. **Add your working hours and how you can reach you:** Keeping your clients informed about how to reach you by different modes \*\*creates a redundant structure, allowing them the flexibility to connect with you regarding service, product, or query. Therefore, it is recommended that you update your “Website” (another way for them to log in and possibly look around your products, services, etc.), “Email address,” “Contact number,” and “About” information. Keeping them informed about your working hours is just good business etiquette. Adding these details would not take you more than a few minutes. Easy, right? Leveraging WhatsApp Business for enhanced customer interaction -------------------------------------------------------------- WhatsApp Business transforms customer interactions by offering features like the WhatsApp Business app, business profiles, product catalogues, and automated greeting messages. These tools help businesses appear more professional and accessible. ### Automating customer service 1. **Instant replies**: Set up automated responses to frequently asked questions, reducing response times and ensuring that customers receive immediate assistance. 2. **Chatbots**: Integrate chatbots to handle basic inquiries and transactions, freeing up human agents to tackle more complex issues. 3. **After-hours support**: Configure after-hours messages to inform customers when to expect a reply, maintaining communication without manual intervention. ### Utilising WhatsApp Business API 1. **Large-scale deployment**: For enterprises needing more control and integration, WhatsApp Business API allows businesses to automate large-scale communications and deeply integrate with existing systems. 2. **Advanced features**: To manage customer interactions more efficiently, utilize features like high-level security protocols and support for multiple user agents. For example, a financial institution might use the API to send personalised banking alerts or fraud warnings. 3. **Data integration**: Seamlessly integrate with CRM systems to leverage customer data for personalized communication. Conclusion ---------- WhatsApp Business is a powerful tool for businesses aiming to improve their customer communication. By setting up this platform, you can offer more responsive support, create more valuable customer connections, and boost your sales through a more engaging and personalized approach. Whether you are a small shop or a large corporation, WhatsApp Business can be tailored to meet your specific needs, helping you to manage customer interactions efficiently and securely. FAQs ---- ### **1\. What is WhatsApp Business, and how is it different from the regular WhatsApp app?** WhatsApp Business is a version of WhatsApp designed specifically for businesses. It offers features like business profiles, automated messages, and product catalogues to enhance customer interactions. ### **2\. Who should use WhatsApp Business?** WhatsApp Business is ideal for small businesses, service-based companies, online retailers, and organizations that require a convenient communication channel with their customers or clients. ### **3\. How do I set up a WhatsApp Business account?** Setting up WhatsApp Business is simple. Download the app from the Apple Store or Play Store, follow the installation prompts, and register using your business phone number. ### **4\. What are the benefits of using WhatsApp Business for my company?** WhatsApp Business enhances customer interaction, offers cost-effective communication, supports rich media, improves organizational efficiency, and is scalable for business growth. ### **5\. Can I integrate WhatsApp Business with other business tools?** Yes, you can integrate WhatsApp Business with CRM systems, e-commerce platforms, and other tools using the WhatsApp Business API or third-party solutions. ### **6\. What are the best practices for creating a WhatsApp Business account?** To create a stellar WhatsApp Business account, add a cover photo, write a clear business description, choose the correct category, update your working hours, and provide multiple contact options. ### **7\. How can WhatsApp Business help automate customer service?** WhatsApp Business allows you to set up automated responses, integrate chatbots, and configure after-hours messages, ensuring that customer inquiries are handled promptly and efficiently. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Understanding different types of WhatsApp accounts: Personal, Business, and API Author: Rohit Jain Published: 2023-06-14 Category: Articles Meta Title: "WhatsApp Business vs. API: Choosing the Right Account" Meta Description: "Discover the differences between WhatsApp, WhatsApp Business, and API accounts. Learn which is best for your business communication and customer engagement needs." Tags: Communication experience, Customer communication, WhatsApp URL: https://www.fyno.io/blog/whatsapp-and-all-its-different-types-of-accounts WhatsApp is the shiny new object, the object of everyone’s (every business at least!) desire. What started as a simple, uncomplicated method of communication between two people has expanded into a business model. One of the parties is now a business communicating with its customers for various reasons. Over the years, WhatsApp has branched out to very distinct types of accounts that serve very different purposes and meet different needs. Based on who you are and what you do, you have probably worked with at least two different types of accounts. When we work with our clients, there is always confusion about what to do, which account to get, and how to set it up. In an endeavour to settle this once and for all, I will create a series of posts aiming to cover the most sought-after queries around WhatsApp. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/b64-1724225260954-compressed.png) 1. What is the difference between WhatsApp, WhatsApp Business, and WhatsApp Business Platform Accounts? 2. WhatsApp Business Account - Who should use this, and how should it be set up? 3. WhatsApp Business Platform - Who should use this, and how should this be set up? 4. Business Account Set up 5. Get a number 6. Verify your account 7. Get OBA 8. Templates - different types, how to create, time taken for approval, etc. 9. Account quality Rating and limits and how to overcome 10. Pricing 11. When to use Webhooks? 12. What are BSPs? How do they help in this process? Since there are multiple types of accounts, it is crucial to know exactly what each account can and cannot do to decide which works best for your requirements. WhatsApp Business offers various business tools to enhance customer communication and engagement, making it an essential resource for small businesses. **Difference between WhatsApp, WhatsApp Business, and WhatsApp Business platform accounts** ------------------------------------------------------------------------------------------- WhatsApp is a messaging or communication app that allows two-way communication between at least two parties. The basic version, known as the WhatsApp app, is widely used for personal communication, enabling users to connect with friends and family. WhatsApp can be divided into two major categories based on the audience to which the different versions of the app cater. ### **Personal WhatsApp account** 1. This is the WhatsApp we all use to keep in touch with friends and Family, the original app. 2. This is free to install and use from the App Store. It does not need any documentation or KYC to set up; just a functional mobile number, and you are ready! 3. With features like end-to-end encryption, voice and video calls, and multimedia sharing, it ensures that staying in touch with friends and family is seamless and secure. #### Use cases for personal communication Personal WhatsApp accounts are ideal for keeping in touch with loved ones, sharing updates, planning gatherings, or simply catching up. They support group chats, making organising events or family reunions a breeze. ### **WhatsApp for Business** ​[WhatsApp Business](https://www.fyno.io/blog/who-should-use-whatsapp-business-and-how-does-one-set-it-up) is tailored for small—to medium-sized businesses. It allows companies to engage with customers directly via features like business profiles, catalogue listings, and automated messages—indispensable tools for enhancing customer service and sales. 1. WhatsApp for Business, as its name suggests, is an Official Account that represents a business and acts as a channel for communicating with customers or clients. 2. WhatsApp for businesses has a verification process that every business has to undergo via Facebook to validate authenticity. 3. Businesses would have to pay to use some versions of the application. 4. Certain features like catalogues, quick replies and templates are available to make the communication process easier and streamlined. Managing customer messages effectively is crucial, and WhatsApp Business features help track and engage with leads efficiently. 5. Business accounts strictly monitor data privacy policies and codes of conduct. #### Setting Up a WhatsApp Business account Setting up a [WhatsApp Business account](https://www.fyno.io/blog/best-practices-for-a-stellar-whatsapp-business-account) involves a few critical steps: 1. Download the WhatsApp Business app. 2. Register your business phone number. 3. Create a compelling business profile including your address, business hours, and a brief description. #### Who Should Use WhatsApp Business account? Businesses aiming to enhance their customer service and engagement should leverage WhatsApp Business. It’s particularly beneficial for local businesses that must communicate closely with their customers. ### WhatsApp Business Platform (API) The WhatsApp Business API caters to larger businesses requiring advanced communication solutions. A key feature of the WhatsApp Business API is the ability to send unlimited WhatsApp broadcasts, allowing large businesses to automate communication and enhance customer engagement on a large scale. It supports high-volume messaging and integration with existing business systems, which is crucial for seamless customer interaction across various service touchpoints. #### API integrations Businesses can integrate the WhatsApp API with CRM systems, enabling personalized customer interactions based on historical data. #### Advanced messaging options Features such as automated booking confirmations and customer support queries through WhatsApp messages are managed efficiently, ensuring customers receive timely and relevant responses. #### Benefits for large enterprises 1. **High message throughput:** Large enterprises with high messaging needs find WhatsApp Business API invaluable for handling thousands of messages daily without glitches. 2. **Secure and scalable communications:** The platform ensures data security and scalability, accommodating business growth and expanding customer base without compromising service quality. #### Who should use WhatsApp Business Platform? The WhatsApp Business API is best suited for large organizations requiring robust, scalable global customer engagement solutions. It’s particularly effective for sectors like BFSI and logistics, where quick, reliable communication is critical. Comparative analysis of various WhatsApp accounts ------------------------------------------------- WhatsApp has carved out a significant niche between personal and business use. It offers various accounts tailored to diverse user needs, from personal chats to comprehensive business solutions. This blog explores the different types of WhatsApp accounts, helping you understand which might best suit your needs. ### **WhatsApp vs. WhatsApp Business** 1. **Purpose and target audience**: WhatsApp is primarily designed for personal use, allowing individuals to stay connected with friends and family through text messages, voice calls, and video calls. In contrast, WhatsApp Business caters to businesses of all sizes to facilitate seamless customer communication and streamline customer service processes. 2. **Account features**: The standard WhatsApp version offers essential messaging features, group chats, and end-to-end encryption. However, WhatsApp Business introduces advanced features such as business profiles, product catalogues, and automated messages—tools crucial for business operations and customer engagement. 3. **Usage scenarios**: Personal WhatsApp accounts best suit casual, non-commercial communication. On the other hand, WhatsApp Business is ideal for businesses looking to engage with customers directly, provide support, and promote their services effectively. 4. **Differences in features and capabilities** * **Communication tools**: WhatsApp Business accounts provide additional communication tools like broadcast messages, allowing businesses to send updates to multiple customers simultaneously. This feature is particularly beneficial for announcing new products or promotions. * **Automation and integration**: With the WhatsApp Business API, large businesses can integrate WhatsApp with existing customer service and CRM systems. This integration enables automated and bulk messaging capabilities, which are essential for handling customer queries efficiently and at scale. * **Customer interaction**: The WhatsApp Business app includes features designed to enhance customer interactions, such as quick replies and away messages, ensuring customer communications are handled promptly, even outside of standard business hours. * **Customization options**: While WhatsApp and WhatsApp Business offer various features, some users turn to WhatsApp mods for enhanced customization options and additional functionalities. However, these mods come with potential security risks and compatibility issues. ### WhatsApp Business vs Whatsapp Business Platform (API) WhatsApp initially developed WhatsApp for Business, which was also a great success since WhatsApp is so common and used so often that it makes it easy to reach out to brands as easily as a ping away. Over the years, it became apparent that the solution was a big hit for businesses, giving them an extremely convenient way to communicate with their customers. With this, the WhatsApp Business Platform was initiated to help bigger businesses meet their communication needs on the same platform. Let's compare their features quickly to get a clear understanding of the difference between these 2 services. Feature Whatsapp for Business Whatsapp Business Platform Mode of use Direct installation of WhatsApp Business App from App Store Via API  post account creation and setup via  Meta Business Manager Verification No documentation is needed for setting up or verification Documentation verification process in place that gets reviewed and approved by Facebook backend team Pricing  Free of cost Charged apply to different types of packages or messages Templates Greetings, quick replies and away messages can be created and used More complex templates, automations and messages with call-to-action buttons are available Message limit Allows for only 100 messages per day Based on the tier and account message quality, the message limits can be 1000 or go beyond 10,000 message per day Business type Ideal for small businesses Ideal for enterprise and large businesses Connection Connects to the phone's address book in which it is installed Connects to the system or application where the service is rendered Based on its features and capabilities, it is clear that WhatsApp for Business is designed for smaller companies, while WhatsApp Business Platform aims to cater to the needs of enterprises and larger organizations on a larger scale. Some benefits for brands that use Whatsapp as a tool to scale their business. * Ability to leverage the already highly popular brand * Reach users anywhere, anytime, geography, no bar * Personalizations add to a pleasant experience * Secure, transparent and GDPR-complaint * Diverse and interactive forms of content * Supports dialogues * Multichannel abilities rolled into one (can be marketing + support) * Automate responses * Leverage engagement metrics to fine-tune marketing campaigns Why businesses should choose the right WhatsApp account type ------------------------------------------------------------ Choosing the right type of WhatsApp account is essential for businesses aiming to optimise their communication strategies. With various account options available, each offers distinct features suitable for different business needs, from small startups to large enterprises. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-33-1724223329338-compressed.png) ### Benefits of choosing the right account Selecting the appropriate WhatsApp account type can significantly impact a business's ability to communicate effectively with its customers. Key benefits include: 1. **Enhanced customer engagement**: Different account types offer various customer interaction tools. For instance, the WhatsApp Business API allows businesses to send high volumes of messages, making it ideal for sending frequent updates to their clients. 2. **Scalability**: Scalability is crucial for growing businesses, especially in logistics. The WhatsApp Business API supports this need by enabling the handling of increased message volumes without compromising the quality of customer interactions. 3. **Automation and efficiency**: Automated messages and quick replies, available in WhatsApp Business accounts, streamline communication, reducing the time and effort required to manage customer queries and responses. How can Fyno help ----------------- 1. **Meta-verified WhatsApp account:** Speed is critical in business, and with Fyno, companies can achieve Meta verification for their WhatsApp Business account in just 20 minutes. [Learn more here.](https://www.fyno.io/blog/how-to-get-a-meta-verified-whatsapp-business-account-in-20-minutes-cltdydn6i000un4cri75ctgvq) 2. **WhatsApp Flows:** WhatsApp Flows are automated conversational experiences that guide customers through several steps to achieve a specific goal. They combine automated messages with interactive elements like buttons, lists, and forms, creating seamless and engaging customer experiences. [Discover your use cases here.](https://www.fyno.io/blog/whatsapp-flows-for-businesses-a-complete-guide-clypler3b002e12jdr4hxi7ry) FAQs ---- ### **1\. What is the difference between a Personal WhatsApp account and a WhatsApp Business account?** A Personal WhatsApp account is designed for individual use to communicate with friends and family. In contrast, a WhatsApp Business account is intended for businesses to interact with customers, offering features like business profiles, catalogues, and automated messages. ### **2\. Who should use WhatsApp Business?** WhatsApp Business is ideal for small—to medium-sized businesses that want to enhance customer engagement and service through direct communication, catalogue listings, and automated messaging. ### **3\. What is the WhatsApp Business Platform (API), and who should use it?** The WhatsApp Business Platform (API) is designed for large businesses that require high-volume messaging, integration with existing systems, and scalable communication solutions. It's best suited for enterprises that need robust customer engagement tools. ### **4\. How do I set up a WhatsApp Business account?** To set up a WhatsApp Business account, download the WhatsApp Business app, register your business phone number, and create a business profile with essential details like your address, business hours, and a brief description. ### **5\. Can I use both WhatsApp and WhatsApp Business on the same phone?** Yes, you can use both apps on the same phone, but they must be registered with different phone numbers. ### **6\. What are BSPs (Business Solution Providers) in the context of WhatsApp?** BSPs, or Business Solution Providers, are third-party companies that help businesses integrate WhatsApp Business Platform (API) into their existing systems, offering tools and support for scalable and secure communication. ### **7\. Why should I choose the right type of WhatsApp account for my business?** Choosing the right type of WhatsApp account ensures that your business can effectively engage with customers, scale operations, and automate communications, improving customer service and business efficiency. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Why is it difficult to build an internal comms engine Author: Rohit Jain Published: 2023-05-30 URL: https://www.fyno.io/blog/why-is-it-difficult-to-build-an-internal-comms-engine ### Our take on building your comms system internally If you're a PM/engineer who ever wanted to create your own notification system or are in the process of building one, or even if you’ve finished building one, this article is for you. [Building a notification system](https://www.fyno.io/blog/customer-notification-system) may seem simple when you're dealing with just a single email or SMS, but as the as the number of channels increase/ providers increase and the need to send transactional communications at scale arises, challenges start to emerge. In this blog, we'll explore the intricacies of building a comms engine in-house, no matter how big or small your business is. ### Difficulties businesses face while building an internal comms system What started as a simple API call to one vendor now has to scale into a system that has cross & [omnichannel routing](https://www.fyno.io/routing) abilities, failover protocols, an understanding of user preferences, and so much more. We delve into deeper details on what goes on in orgs that build. Hit us up if you relate to 1 or more of these below! 1. **Communication data in silos:** PMs often face the challenge of manually downloading reports from various vendors and consolidating the data, which is a highly time-consuming process. For instance, vendors like Amazon SES only provide generalized analyses without user-level data, which may not meet the in-depth requirements of businesses. Every vendor also has a different format of reporting, which means that the PM/analyst or engineer involved ha to manually consolidate reports across channels, making it difficult to obtain consolidated reports on a regular basis, such as monthly or weekly summaries. 2. **Time-consuming onboarding and integration process:** Even if it's a one-time effort, integrating each vendor into the system requires valuable time and effort from the tech team. This involves reviewing additional documentation, implementing new SDKs, and in case of vendor failures, restarting the onboarding process from scratch. 3. **Undue pressure on engineering teams:** As product teams expand and businesses grow, the responsibility of managing notifications primariy falls on the tech team because that’s who handles an [internal comms](https://www.fyno.io/blog/tired-of-building-or-running-an-internal-comms-tool-heres-how-fyno-can-help-you-at-any-stage-clxh71gvj001c6mn2td8bnx71) system. This places undue pressure on engineers who now have to liaise with multiple product teams for diverse notification needs, diverting their attention from their core tasks. 4. **Increased costs and the need for extra engineering talent:** Building a scalable notifications infra needs expertise, and you need to hire specialists to build and manage it. Like what LinkedIn did when they hired almost 60-70 new members to manage their in-house comms system. Hiring additional engineering talent becomes a necessity to ensure reliable notification delivery, especially for critical transactional notifications that cannot afford failures. However, this leads to a significant increase in costs as the system requires ongoing maintenance and support. 5. **Tedious and lengthy process for minor changes:** Even making minor adjustments, such as changing a greeting from "hello" to "hi," can be a time-consuming and arduous process within the notification system, slowing down efficiency greatly in the long run. 6. **Lack of organization and dynamic content management:** Content management for notifications often becomes disorganized and scattered across different platforms, such as spreadsheets and email threads. This lack of organisation creates chaos, particularly because notifications are not prioritized, making it challenging during employee churn or replacements. It also increases the dependency or concentration of risks on one employee, adding to the pressure. 7. **Breaking at scale:** As the business scales and the volume of notifications increases, it becomes crucial to have a system that can handle the growing demands without compromising performance or user experience. Scaling a notification system requires careful planning and infrastructure to support the expanding user base. 8. **Lack of versioning control:** Testing between live and test environments becomes tougher as the dependency on engineering goes up by many notches. 9. **Reliability falls low:** Every PM/engineer strives for 100% deliverability of their notifications. When it comes to the case of transactional notifications, it’s very crucial that all messages get delivered, as some of them could be extremely critical and needs to be delivered in the nick of time. The reliability of your notification system is critical because when communication breaks down, you risk losing valuable customers that you have invested time and money to acquire. A reliable system ensures that notifications are delivered consistently and on time, minimizing the chances of customer churn. 10. **Go-to-market delays:** Inefficient notification systems can lead to delays in launching new channels or expanding into new markets. When notifications are not streamlined, your team's focus is diverted from core product development to managing notification-related issues, causing delays in implementing new channels and strategies. This, in turn, also affects the core product you’re building, as your resources are reallocated to other tasks. 11. **Troubleshooting complexity:** Managing multiple platforms for notifications can make troubleshooting and issue resolution a time-consuming and challenging process. With numerous platforms to handle, tracing the root cause of an issue can take hours or even longer, leading to productivity loss and frustration for your team.**‍** 12. **Compliance and privacy:** It’s crucial to prioritize compliance with relevant regulations, such as data protection and privacy laws (e.g., SOC2, HIPAA). Ensuring that PII is handled securely and obtaining proper consent for communication is essential for maintaining trust and avoiding legal complications. This also requires some experience and assistance to make it a super smooth process to follow. A business will need to deploy resources to get this done in the proper way to avoid future complications. It requires extensive planning around data encryption, access controls (”who” will have, “how” much access to “which” data), authorization protocols and more! 13. **Difficulty in automation and building a workflow builder:** When building internal tools, you often don’t think of building it as DIY for teams. Implementing automation and workflow management can be very time-consuming for businesses to implement internally. Creating logical workflows, managing templates for different channels, automating manual tasks like setting up failovers, or creating smart routing flows takes hours of coding effort. This includes setting up triggers, scheduling, and establishing rules for automated notifications, reducing manual efforts and ensuring timely and consistent delivery. To do this for every channel wouldn’t be possible for the tech team, whose [main job](https://write.superblog.ai/sites/supername/fyno/posts/clsn1v1v2005i9aj3svxe9kwc/ttps://coverlettercopilot.ai) isn’t notifications. When you also have to build complex business logic into your infrastructure, it adds yet another layer of complexity. Internally built tools often lack the flexibility of reuse/ DIY construct. 14. **Multiple sprint planning requirements:** To successfully implement a notification system that works, your team will need to allocate multiple sprints in order to plan for it in advance and also be ready for any contingencies. 15. **Time-consuming approval cycles:** Monitoring every channel and also managing third-party providers takes up a lot of time and resources. Apart from that, waiting for approvals from top management, like CEOs, marketing heads etc, on the notification language could add to the ticking clock. 16. **Collaboration with every vendor individually:** A third-party service could provide delivery status, but your end-user has not received the message. The troubleshooting then falls on the PM or engineer to track down the issue with the individual vendor and then troubleshoot. This not even gives you a dissatisfied customer but also a frustrating process of going through all the logs manually to sort out the issue. 17. **What the biggies did:** Huge businesses like [LinkedIn](https://engineering.linkedin.com/blog/2018/03/air-traffic-controller--member-first-notifications-at-linkedin), Uber, etc, have built a notification system at scale. Here’s what they put into it, and unless you have resources as large as these, it could very easily break, and your business could suffer as a result. * Really large team of 60-70 engineers who only worked on a comms system exclusively * A unified dashboard that the entire team can access at any time * Observability tools that can detect errors * The scale to handle millions of notifs ‍ It’s not an easy feat to build a communications system internally. As we’ve expressed above, a lot of hurdles need to be crossed, and it just doesn’t stop there because it also involves constant upkeep and maintenance. In the debate of Build vs Buy, we vote for the latter. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Creating & maintaining dynamic notification templates on Fyno using handlebars Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/dynamic-notification-templates-on-fyno-using-handlebars All businesses aim to scale and grow to new heights. Having to create and maintain multiple notification templates for different channels of communication can be very burdensome for a business, taking up time and effort that can be put to better use within a company. It’s all the more cumbersome when it comes to transactional notifications like payments, OTPs and other updates. Which in most cases breaks at scale. At [Fyno](https://www.fyno.io/), we’re working towards simplifying notifications and making it easier for product and engineering teams to work collaboratively. To make life easier, we have handlebars support with our templates. Handlebars basically is a templating language, and here are a few prerequisites you need to get started with them. 1. A valid handlebars template: This consists of regular text along with embedded handlebars syntax, which will host your content in between two curly braces ({{sample\_text}}). 2. An input object which contains the data that needs to be replaced with the embedded handlebar expressions within your template. There you go. You now have everything you need to create dynamic notification templates with Fyno. ### Fyno's Dynamic Template Editor To get a deeper understanding, do read more about Fyno's template and editor [over here](https://www.fyno.io/templates). Fyno binds multiple channels’ templates under one roof so that you can replicate the same template for all the different channels for communication that you have integrated. So maintaining templates for every channel is made easier and in one place, increasing the chances for collaboration and lessening duplication. Note: this is just an example to show the working of handlebars, and once you get a grasp of it, you can be 100x more creative! Let’s dive in, shall we? Here’s how you can create a dynamic template for a payment transaction done by a customer. You can kickstart the process by creating a template for SMS, Email and Slack, to notify customers about their transaction status. Step 1: Create your template and give it a name, preferably one you can quickly recall making it easy to search. For example: ‘Transaction\_update’ ![https://res.cloudinary.com/practicaldev/image/fetch/s--vzZxqZxo--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/6u1hsxhzn18k1gsteeon.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5c622cb9588194b6436u1hsxhzn18k1gsteeon-1707991174350-original.png) Step 2: Create a valid handlebars template as shown for SMS, Email and Slack. In this template, I have used a conditional statement to check if "name" exists in the data object and render the template accordingly. For example, if the data payload has a name value of "XYZ" then it will render "Hey XYZ," otherwise if it doesn't exist, it will render "Hey Buddy,". Next, there is a message which renders the transaction ID with the status message, which is again conditional based on the data object values. ![https://res.cloudinary.com/practicaldev/image/fetch/s--9bz9oqE3--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/7y1f8n7qr50hg7ac7ygz.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5bcb4aef35b025206f7y1f8n7qr50hg7ac7ygz-1707991174621-original.jpeg) ![https://res.cloudinary.com/practicaldev/image/fetch/s--Uun50lr6--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/0odlg32ykmco36pi4at3.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5caee26f23330decf10odlg32ykmco36pi4at3-1707991174872-original.png) ![https://res.cloudinary.com/practicaldev/image/fetch/s--wxzBHXLf--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/32oehgm4d75590o580q8.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5c87146c6c50dec39532oehgm4d75590o580q8-1707991175109-original.jpeg) > _Note: The "IfEquals" handler is a custom handler which is supported by Fyno's template editor. This is not available on the default handlers list for handlebars._ You can observe that the preview shown has blank spaces wherever we have used handlebars expressions. This is because the data object sent is empty and therefore has no values. It's still a valid template. So let's get to the magical part and fill in our data object! Step 3: Click on the "Placeholders" button to enter the data object. This opens a dialogue to finish filling in the details. In the interest of optimizing for time, we have two straightforward ways of creating the data object: * we can either use a simple key-value pair form * or if you already have a defined data object, you can just paste it/edit it in the JSON/code editor field ![https://res.cloudinary.com/practicaldev/image/fetch/s--Hl89BjOm--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/77dlqpdi15zplpvagp00.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5c41a5a86c95c5916377dlqpdi15zplpvagp00-1707991175347-original.png) ![https://res.cloudinary.com/practicaldev/image/fetch/s--zn8--6nu--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/ea3jn5ztir8fe6oipk7r.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5c41a5a86e8fc59164ea3jn5ztir8fe6oipk7r-1707991175603-original.jpeg) Also, take note that you can see the list of keys you can use in your handlebars expressions just under the Placeholders button on the bottom left. I will be using the key-value pair form to demonstrate this example. Let’s take the template we used earlier for three different handlebar expressions. So we need three values: **name, payment\_id and status**. Let's go ahead and add these values. The following images will show multiple variants of a data object and will also give you a preview of the template accordingly. ### Case 1: With a name as "John Doe", payment\_id as "#1234" and status as "success". ![https://res.cloudinary.com/practicaldev/image/fetch/s--iFNbkB4d--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/q0lh3dj894v7akln7q2k.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5c622cb9ae3894b6c8q0lh3dj894v7akln7q2k-1707991175850-original.png) ![https://res.cloudinary.com/practicaldev/image/fetch/s--VQ084CI9--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/7r471hmjwv3dnkt7prl0.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5caee26fc1820ded597r471hmjwv3dnkt7prl0-1707991176093-original.jpeg) ### Case 2: With no name, payment\_id as "#1234" and status as "failure". ![https://res.cloudinary.com/practicaldev/image/fetch/s--g9TcPRV2--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/ad4vpjs0t170inw6mf8n.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5d1e0200712c93d207ad4vpjs0t170inw6mf8n-1707991176321-original.jpeg) ![https://res.cloudinary.com/practicaldev/image/fetch/s--0Xvx3UdT--/c_limit%2Cf_auto%2Cfl_progressive%2Cq_auto%2Cw_880/https://dev-to-uploads.s3.amazonaws.com/uploads/articles/notq7q3hyjectkzrxnmo.png](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64524c5d49d6f9944847328anotq7q3hyjectkzrxnmo-1707991176601-original.jpeg) Step 4: Once you are happy with the template, hit the save button! Now all you have to do while triggering the notifications through Fyno is feed the data payload with the notification. Once triggered, your dynamic template is sent to your customers through their preferred channel without any hassle of maintaining multiple templates for different providers/channels on your part. We believe it’s important to communicate with your customer at the right time and through the right channel, giving them a meaningful notification experience. To have a better understanding of how to use this template to trigger notifications, follow this {{link}}. Easy, right? See you in the next post! ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Old VS New: The communication engines we've seen and known. Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/old-vs-new-the-communication-engines-weve-seen-and-known When it comes to business communication, the possibilities are endless. It's a constantly evolving field, with new channels and methods of communication emerging every day. This can be both exciting and daunting for businesses, as they strive to keep up with the latest trends while also maintaining a consistent and effective communication strategy. One of the biggest challenges businesses face in this ever-changing landscape is the sheer number of channels available for communication. From email and social media to SMS and push notifications, there are countless ways to reach out to customers. However, this abundance of channels can also create a communication divide between the old and new ways of communicating with customers. The old way of communication, which relied on physical letters, in-store forms, and calls, was slow and lacked the deep understanding of customer attributes and personas that is now possible. There were limited channels available, and the services provided were often plain and vanilla. Customers had to wait a long time to receive a response, and there was no clear structure or plan for follow-ups. In contrast, the new way of communication has significantly increased the number of channels available, making it more challenging for businesses to adapt. There are now too many channels, attributes, personas, and complexities that add context. With customers spread across so many channels, identifying the right channel and understanding user preferences can be difficult, especially with too many tools. To address these challenges, companies can bundle notifications to communicate with users through appropriate channels. Bundling notifications helps businesses group notifications together based on different categories or user preferences, making it easier to deliver the right message through the right channel. This approach can streamline communication with customers and reduce the risk of overwhelming them with too many notifications. At [Fyno](https://fyno.io), we are building a product that focuses on understanding the preferences of a user and only communicating with them on the channels through which they wish to be contacted. This allows businesses to communicate more effectively with their customers and build stronger relationships based on trust and respect. For big companies, there is often the option to build their own communication systems because they have the funds and resources available. However, this can be a costly and time-consuming process that requires ongoing maintenance and support. Medium-sized companies may also choose to build their own communication systems, but they may struggle to keep up with the demands of maintenance and support. For small companies, building a communication system may not be feasible due to budget constraints. In this case, it makes sense to use a separate communication layer that can be integrated with existing systems. This can save on development effort and ensure that the company can communicate effectively with its customers without breaking the bank. In conclusion, effective communication with customers is essential for any business looking to succeed in today's fast-paced and competitive market. With so many channels available, it's important to adapt your communication strategy to meet customer expectations effectively. Whether you choose to build your own system or use a third-party vendor, the key is to find a solution that works for your business and your customers. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How to choose the right notification infrastructure for your business? Author: Rohit Jain Published: 2023-05-03 Category: Articles Meta Title: Choosing the Right Notification System for Your Business Meta Description: Explore how to select an effective notification system. Learn about infrastructure, features, and the benefits of in-house vs. third-party solutions. Tags: Communication experience, Customer communication, Solutions URL: https://www.fyno.io/blog/how-can-you-choose-a-notification-system-for-your-business Notifications are an essential part of any company's communication strategy. They keep employees informed of important updates, deadlines, and tasks. Notifications can be delivered in various ways, such as email, SMS, or push notifications. Different companies have different notification strategies depending on their size, budget, and communication needs. This blog will explore how different companies use notifications and the factors they consider when choosing a notification system. We will also examine the benefits and drawbacks of building a notification system in-house versus using a third-party vendor. **What is a notification infrastructure?** ------------------------------------------ A [notification infrastructure](https://www.fyno.io/blog/scalable-notification-infrastructure) forms the backbone of your **business's communication strategy, enabling automated and real-time customer interactions**. This infrastructure integrates various communication channels—such as emails, SMS, [push notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications), and more — into a cohesive system designed to deliver messages efficiently and effectively. Effective notification systems rely on robust architecture that supports scalability and flexibility. This allows businesses to manage large volumes of messages without compromising on speed or reliability. The design of such systems typically involves a combination of software applications and service platforms that orchestrate the flow of data and ensure messages are sent to the right person at the right time. ### The role of notifications in business communications 1. **Immediate customer engagement**: Notifications help businesses engage customers instantly and keep them informed. Real-time updates about transactions, promotions, or important notices increase transparency and boost customer trust. 2. **Enhanced operational efficiency**: By automating communications, companies can streamline operations and reduce the need for manual intervention, which in turn can lower costs and increase productivity. 3. **Personalised user experiences**: Sophisticated notification systems allow for the personalisation of messages based on user behaviour, preferences, and past interactions, delivering a more tailored and engaging customer experience. Key features to look for in a notification system ------------------------------------------------- When evaluating notification systems, consider these critical features: 1. **Scalability and reliability**: Your chosen system should easily scale to meet growing data volumes without compromising performance. Reliability in delivering notifications under varying load conditions is essential for maintaining service quality. 2. **Customisation and personalisation**: The system should offer robust customization options to align with specific business processes and user preferences. This flexibility enhances user engagement and the effectiveness of the communication strategy. 3. **Integration capabilities**: A good notification system should seamlessly integrate with existing IT infrastructure, simplifying operations and reducing the need for extensive IT support. 4. **Data security**: Ensuring the security of sensitive information is paramount. The system should adhere to leading security standards to protect data integrity and confidentiality. Technical considerations for building a notification service ------------------------------------------------------------ Choosing the right notification infrastructure for your business involves understanding the technical components like message queues that ensure efficient and reliable message delivery. This section explores key aspects like message queues, real-time communication protocols, and the scalability of server clusters. ### 1\. Message queues and brokers: The backbone of notifications Message queues are fundamental in managing the flow of data between services in a notification system. They allow asynchronous communication across different parts of your notification system, which is crucial for handling high volumes of messages without losing data. For instance, [Fyno’s](https://www.fyno.io/) platform integrates with multiple communication channels, ensuring messages are queued and delivered efficiently. ### 2\. Real-time communication Protocols: Streamlining processes Real-time communication protocols such as WebSockets or MQTT are essential for delivering messages instantly and maintaining a continuous connection between clients and servers. Real-time communication protocols are essential for delivering [in app](https://docs.fyno.io/docs/inapp-channel) notifications instantly, ensuring users receive timely updates without delay. This is particularly important in environments where time-sensitive notifications, like transaction alerts or delivery updates. ### 3\. Database and data stores: Organising information efficiently An efficient notification system architecture relies heavily on robust databases and data stores that securely organise and manage vast amounts of information. Fyno, for instance, ensures data integrity and speed by using advanced data handling and storage solutions, making it capable of processing millions of notifications monthly while maintaining high performance and reliability. ### 4\. Scalable server clusters: Handling peak loads Scalability is crucial for handling peak loads during high-demand periods, making a scalable notification service essential for maintaining performance. Server clusters must be designed to scale up effortlessly to manage sudden increases in load without compromising the performance of your notification system. Fyno’s infrastructure supports scalable server clusters that adjust dynamically, ensuring that your business communications are smooth and uninterrupted, even during peak times. Choosing between in-house development and third-party vendors ------------------------------------------------------------- ### Big companies Large companies typically have the resources and budget to build their [notification systems in-house](https://www.fyno.io/blog/top-reasons-why-your-whatsapp-messages-are-failing-or-error-code-131026-and-1026-cltwuhs510009uw10yerk1onq). This approach allows them to completely control the system’s design and functionality and customize it to fit their specific needs. They can also integrate the notification system with their existing software and hardware systems, making it easier to manage and monitor. A dedicated bulk notification UI can help large companies efficiently manage and send targeted notifications to specific user groups. Building a notification system in-house can be a time-consuming and expensive process. It requires a team of developers, designers, and project managers to work together to create a system that meets the company’s needs. Once the system is built, ongoing maintenance and updates are necessary to ensure its continued effectiveness. Alternatively, large companies may choose to use a third-party vendor to provide a notification system. This approach can be more cost-effective and require less effort from the company’s internal team. Third-party vendors often have pre-built notification systems that can be easily integrated into the company’s infrastructure. Additionally, third-party vendors have experience working with various companies and industries, making them well-positioned to provide advice and support. ### Medium companies Medium-sized companies often face a dilemma regarding notifications. They may have the resources to build a notification system in-house, but doing so may be too expensive and time-consuming. On the other hand, relying solely on manual notifications, such as emails or phone calls, can be unreliable and inefficient. One option for medium-sized companies is to use a third-party vendor that provides a notification system. This approach can be cost-effective and require less effort than building a system in-house. It also allows the company to utilise the vendor's expertise in developing and managing notification systems. Another option is for the company to build a notification system in-house but with the assistance of a third-party vendor. This approach allows the company to retain control over the system's design and functionality while benefiting from the vendor's knowledge and experience. ### Small companies Small companies typically have limited resources and may not have the in-house budget to build a notification system. Therefore, using a third-party vendor is often the most cost-effective and practical solution. Third-party vendors can provide pre-built notification systems that are easy to use and require little maintenance. Small companies can focus on their core business while effectively communicating with their employees. Choosing the right notification system -------------------------------------- When choosing a notification system, companies should consider several factors, including: A notification handler to help manage user preferences and ensure that notifications are sent according to user-specific settings. ### What are the business needs? The company needs to identify what it needs the notification system for and what messages it wants to send. For example, is it for sending task reminders, deadline notifications, or company announcements? ### Who is the audience? The company needs to determine who will receive the notifications and how they will be delivered. For example, will notifications be sent to all employees, specific departments, or individual employees? ### Employee effort required? Companies should consider the amount of effort required to manage and maintain the notification system. This includes the time and resources required to train employees, manage notifications, and troubleshoot any issues that arise. ### Cost? Building a notification system in-house can be expensive, so companies should consider the cost of development, maintenance, and updates. Third-party vendors can be a more cost-effective solution, but companies must consider it. Advanced technical support for notification services ---------------------------------------------------- Choosing the right notification infrastructure for your business hinges significantly on the technical support available. Advanced technical support ensures that your notification systems are always functional and optimised for performance. With Fyno, businesses have reported reductions in engineering time, compliance, and fraud detection improvements, highlighting the importance of robust support structures. For iOS applications, utilising the Apple Push Notification Service (APNS) can ensure reliable and timely delivery of notifications. **1\. Immediate support response:** Fast and efficient support can drastically reduce downtime, ensuring uninterrupted notification services. **2\. Expertise in complex systems:** Technical teams well-versed in complex notification architectures can offer better guidance and troubleshooting. **3\. Proactive monitoring and alerts:** Systems that monitor your notification setup can preempt problems before they affect communication. Leveraging API integration for enhanced functionality ----------------------------------------------------- [API](https://www.fyno.io/unified-communication-api) integration plays a pivotal role in enhancing the functionality of notification systems. It allows for seamless communication between different software components and extends the capabilities of your notification infrastructure. Integrating a user service can help manage user data and preferences, ensuring personalised and relevant notifications. **1\. Simplified integration processes:** Utilising APIs simplifies the integration of various communication channels and services, making it easier to manage and expand your notification system. **2\. Customisation and flexibility:** APIs allow customisation of your notification services according to specific business needs. **3\. Automation of communication flows:** Businesses can automate their communication processes through API integration, reducing manual intervention and increasing efficiency. Using analytics for improved decision making -------------------------------------------- Analytics are crucial for improving decision-making processes in notification systems. Businesses can optimise their communication strategies and improve user engagement by analysing data. Implementing a notification tracker can provide detailed insights into notification performance and user engagement. **1\. Real-time analytics:** It provides immediate insights into notification performance, helping businesses adjust their strategies for better effectiveness. **2\. Detailed reporting:** Offers insights into delivery rates, user engagement, and the effectiveness of different channels and messages. **3\. Predictive analytics:** Uses historical data to predict future trends and behaviour, allowing businesses to adjust their notification strategies proactively. Non-technical user requirements ------------------------------- When choosing the right notification infrastructure for your business, it’s crucial to consider the needs of non-technical users. This ensures that the system is accessible to all team members, regardless of their technical expertise. A well-designed notifications service can ensure that all team members, regardless of technical expertise, can easily manage and send notifications. ### Usability and notification preferences: Ensuring ease of use 1. **Intuitive interface**: The system should have a user-friendly interface that non-technical users find easy to navigate. For instance, Fyno offers a drag-and-drop workflow builder that simplifies the configuration of communication flows. 2. **Minimal training requirement**: Choose platforms where users can perform basic tasks without extensive training. 3. **Accessibility**: Ensure the system is accessible on multiple devices, supporting a flexible work environment. This adaptability helps maintain productivity across different settings. ### Historical records: Tracking and compliance 1. **Audit logs**: A good system records all communications, allowing for easy tracking and compliance. This feature is crucial for industries where regulatory compliance requires detailed records of all interactions. 2. **Searchability**: Users should be able to easily search and retrieve past notifications. This capability is essential for reviewing and resolving any disputes or misunderstandings that may arise. 3. **Reporting**: Automated reporting tools can help non-technical users understand and analyse communication patterns, which is critical for strategic planning and operational adjustments. ### Role-Based Access Control (RBAC): Securing access 1. **Customisable access levels**: Implementing RBAC ensures that users have access only to the features necessary for their roles. This secures sensitive information and simplifies the user experience by not overwhelming users with unnecessary functionalities. 2. **Easy administration**: The system should allow administrators to easily assign and modify roles without needing complex configurations. This flexibility helps the company adapt to evolving business needs without requiring IT intervention. 3. **Audit and compliance**: RBAC aids in compliance by ensuring that only authorised personnel can access sensitive data. Conclusion ---------- Adopting the right notification infrastructure is essential for businesses aiming to enhance communication and engagement. By prioritising a system that offers scalability, reliability, and ease of integration, like the solutions provided by Fyno, you can ensure that your notifications are timely and tailored to your industry's unique demands. This targeted approach guarantees a better ROI and stronger customer relationships, solidifying your business's communication strategy as a key component of your success. To sum up, we're notification experts, and no matter which business category you belong to, we've got you covered! FAQs ---- ### **1\. What is a notification infrastructure?** A notification infrastructure is a system that integrates various communication channels, such as email, SMS, and push notifications, to deliver messages efficiently and reliably within a business. ### **2\. Why is it important to choose the right notification infrastructure?** Choosing the right infrastructure ensures that your business can send timely, accurate notifications, improving customer engagement, operational efficiency, and overall communication effectiveness. ### **3\. What are the key features to look for in a notification system?** Important features include scalability, reliability, customization options, integration capabilities, and data security. ### **4\. How does API integration enhance notification systems?** API integration allows for seamless communication between different software components, enabling customization, automation, and extended functionality of the notification system. ### **5\. What role does analytics play in notification systems?** Analytics helps businesses track and analyse the performance of notifications, leading to data-driven decisions that can improve communication strategies and user engagement. ### **6\. What should non-technical users consider when choosing a notification system?** Non-technical users should prioritize systems with user-friendly interfaces, minimal training requirements, accessibility across devices, and features like role-based access control for ease of use and security. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How analytics can help supercharge your brand! Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/how-analytics-can-help-supercharge-your-brand Most often than not, we have our own opinions and assumptions of how things need to be. Opinions are subjective, and while may be logical, may not be backed by valuable data. For example, you would think that you have nothing in common with a banana, of all things. But according to research, we have around 60% DNA match with bananas! Data talks! The ability to connect data to achieve or obtain meaningful conclusions is what it’s all about. Data-driven decisions for businesses lead to better progress, generally speaking. At Fyno, we’ve fallen head over heels with data. We take our analytics seriously, and we don’t shy away from proclaiming that. We’ve designed and delivered a dashboard with an intuitive design, with dynamic graphs and heat maps that capture data directly from the logs that are produced based on the application usage. Of course, these are great. But in the blog, I’m going to get one step deeper and talk about the implications of retrieving such data to know how best to squeeze maximum use of the dashboard. We'll go through each one of the below and understand how to read the data synced, and how each of them can be leveraged to the fullest. * Events * Channels * Integrations * Providers * Routing Let's get started, shall we? ### Activity Trends and Status Overview ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/645250f141a5a823e2c88c41_Untitled%20(5).png) Activity trend talks about activities that can be measured within the Fyno App within a set period of time, displayed on a timeline. For the sake of convenience, in the screenshot above, the toggle-able menu has been collapsed, so that we know what we are working with, in this blog. We will go through every feature and discuss what value-add they provide and what benefits you can reap out of them. #### **Events** Having an Activity trend for events adds important value to any company. An event is basically a journey that is covered for a use case. An event covers the process and the content of how a notification goes out from the fyno application. Let’s take an example to explain this. Let’s say we have 2 events from a client whose running a tech-led business. Both these events are catering to helping customers to subscribe to 2 of their newsletters - one being generic, and the other focussing heavily on tech updates. Let’s assume both have been equally advertised and promoted. Once both newsletters have been fired, a look back at the Activity Trends could help the client understand which newsletter performed better. Depending on the outcome that the data provides, it becomes easier for the internal teams to carve a path ahead on what they need to divert their focus towards and build a roadmap. #### **Channels** ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/6452510a45755e8dd92eed65_Untitled%20(6).png) As we know very well by now, channels are the mode through which your notification is reaching the end client via SMS, Email, WhatsApp, Push or InApp, and more. The easiest way to leverage the activity trend for Channel usage is to help you see what type of usage you have on each channel and help make solid data-driven decisions based on these. Let’s try to walk through this with another example. Let’s take 2 channels in play for this - WhatsApp and Email. We take a set user base to whom we trigger both email as well as WhatsApp messages, with identical content. Once the notifications are live and a period of time has passed, the data gets stored on the dashboard for you to skim through. For the sake of this example, let’s assume that Whatsapp is shown to be trending higher than email. We can derive some conclusions from this, which may look something like this: 1. WhatsApp as a channel is preferred by the end-user 2. More interactions are seen with WhatsApp - likely due to interact-able conversations as well as CTA options that lead to stacked activities 3. Availability is higher on Whatsapp purely from an accessibility point 4. With this data, we can conclude confidently that Whatsapp as a channel works for this use-case, and this could prompt the client to increase the monthly consumption projections with our providers for this channel while dialling down the commitments and volumes for Email. #### **Integrations** Integrations are each of the providers' accounts that you have configured on Fyno. This can be 2 integrations under the same provider and can go up to 5 integrations per provider at the moment. A big advantage of this feature is that different integrations allow you to have different configurations set up at the provider level, which can be handled via different accounts. Having this kind of integration flexibility in place helps you streamline different types of traffic easily at a provider and integration level. Some benefits of breaking up traffic like this are: 1. Allows you to have an understanding of the performance of each provider integration 2. Does not hinder or block priority traffic as compared to what happens when having 1 integration to push all the traffic through. #### **Providers** ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/6452512ffe1114e4f05adaf6_Untitled%20(7).png) Given the fact that every channel service we use, be it WhatsApp, SMS, Email or even Push, it’s a good practice to have more than 1 provider for each of them, for the simple fact that failover and building redundancy within a channel is important. With this in mind, the activity trend for providers helps us with: 1. Understanding which Provider has been used or has recorded the maximum activity in a certain period of time. 2. Activity can also imply success rate for each provider overall. An important point to note here is that some of these providers may be plugged into the routes and as a result of failover and optimization, the success would be based on the impact that these actions have overall. Let me try to expand on this with yet another example. Let’s say that I create a route with 2 providers that I have partnered with, Twillio and MessageBird. I also additionally have a failover provider, Msg91, also configured to this route. Let this route run for a month or so, to see how they fare. At the end of a month, when I check the trends for the route on the dashboard, let’s say I see that most of the traffic has been routed through Msg91, my failover provider. This then prompts me to check the performance logs as to why the main 2 providers, Twilio and MessageBird, did not work, and I would either make adjustments to the route or change whatever is causing the failures.**‍** #### **Routing** Routing activity trends help you understand which route, regardless of the channel, has been trending. Routing trends help you understand multiple things, a few of which are: The best-performing route based on channels. Having a combination of routes and different providers plugged in, especially when trying to do A/B testing is required, this activity trend comes into play. ### Usage Overview ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/645251767891d53ea3d27846_Untitled%20(8).png) Usage overview has been designed to give you an understanding of the overall usage of each channel, with a toggle option for the time period. The difference between Usage Overview and the Activity Trend is that while the former gives you a look into the weekly or monthly graph of the performance, the latter shows you the overall usage of each channel for the given period of time, consolidated. This, again, helps you draw a few conclusions that help you along your notification journey, like: 1. An idea of how the trends of usage would be and provide projections of the same to necessary partners and internal teams. 2. Helps tally and reconcile usage with the partners. Provides another system to track the notifications sent out, channel-wise. ### Overall Status ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/6452518b12aa42bfafa122f4_Untitled%20(9).png) Overall status gives us an understanding of what exactly the success rate of the entire volume of traffic for a set period of time was. This is very essential to understand the same, as any deviation on a set standard for aspects like SLA can be easily diagnosed from this chart at a glance, and immediate remediation plans can be carried out for it. Apart from this, understanding the delivery percentage also gives insights into your database when it comes to marketing, especially when you do campaignsetc. Delivery rate plays an important role to help you weed out the end users’ details which have failed, in order to optimize your next campaigns. ### Sent by Time of Day ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/645251e598dbbfb6ecb7ec96_Untitled%20(10).png) Sent by time of day shows you the data of every notification sent via the application, relative to the time of day that it was sent. By choosing your time range, you can see trends of usage by time of day, which is a super important feature, since this gives you an understanding of your end customer behaviour. For example, If I have signed most notifications triggered between 7 PM- 9 PM for a period of one month, I will then infer that most of my clients are being directed towards my product or application at that time. This will then drive me to see what exactly are the kind of nudges or ads that are currently running at this time slot and see how I can further improve and leverage this. I would then also optimize my marketing strategies to switch to alternatives like Push or InApp at that time for my end customers coz the chances of them being on the application already is highly likely in this time slot, saving myself a pretty penny in the process. These are just some of the implications of the Dashboard that Fyno has built for you. I’m sure there are more inferences that can definitely be derived from these insightful graphs and trend monitors, which would add to the overall value and outcomes of the notification journey for you as well as your end customers. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## What it actually takes to setup, run and maintain a notification layer in today’s world - a PM’s untold story Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/what-it-actually-takes-to-send-notifications The responsibilities a PM takes on make a whole universe in itself, and we understand. We understand the constant battle to try and figure out functionalities and iterate pieces of the product, while thinking of the effect that this would or wouldn't have on the application, the customers using it and the engineers building it. It’s a lot to handle every day, and if you’re a PM reading this, then we’re here to tell you you’re a star! Our curiosity lead us to conduct a survey and speak to multiple PMs to understand how similar this journey was in handling the notification layer of their respective products. Based on this, their life (revolving around the notification layer), looks something like this: 1. Ideation and Modelling Phase 2. Implementation Phase and Iterations 3. Fallbacks Let’s dive a little deeper into each of these topics to understand better. ### Ideation and Modelling Phase: The PM does extensive research on what happens in a notification layer and why it is needed. Hours of reading, making notes, sketches and diagrams inspired by the greats, who have built their in-house notification layer, ultimately leading to a design idea. This design idea finally boils down to something along the lines of: * A plan on what the notification layer is, and how it will plug into the application based on trigger-based calls from an interactive flow that clients would be able to execute on the application. Based on the requirement, these flows may run into multiple at once. We’re talking 100s! * The ideation then continues into how it can be implemented into the notification system being built, which eventually leads to finding the relevant vendors for each service like SMS, Email, Push Notifications etc. * In tandem with this, conversations will be initiated with the Engineering Managers to have buy-ins and further inputs on the notification layer implementation. A detailed sprint plan will be made with a roadmap for the entire piece, including engineering resource assignments to work on the execution. * Based on the survey we conducted, it typically takes an average of 3-5 engineers, a Product manager and anywhere between 3- 6 months to have an initial product up and running, based on the complexity and workflows. Provided all these requirements are fulfilled, and the EM gives his blessing, the product manager gets the ball rolling, taking us to the next step ‍ ### Implementation, iterations and more: * This is one of the most crucial phases as it sets the tone for the rest of the layer to be built. * The implementation phase of the activity involves most of the heavy lifting done by the EM and the Engineering team, in the process of designing, creating and implementing a product. * The PM works closely with the team of engineers assigned, to unblock anything that is impeding the progress of the project towards the stipulated deadline. * The implementation, most often than not, works to fit the requirement that has been drawn out by the PM and will have little to no deviations from the requirement. (Possibly missing edge cases as well as fallbacks when the “happy flow” breaks). * When we conducted a survey with some companies that did build their own internal notification layer, the most common statement we heard was that they got into the project thinking it was a “build and forget” project. But it was not. Multiple integrations, new requirements, and template iterations require constant touch-points with different teams like Marketing, Engineering, etc. Maintenance is easily forgotten at the beginning but comes back later as a bigger problem to solve. * Another common pattern that we noticed was that once the initial build is shipped out, the engineering team is dissolved and realigned to other projects. This only means that if there are iterations that are needed, the dependency would fall on the same engineers who are currently working on another project - which is impossible. Delays, stop-gap fixes and rudimentary processes are born from this situation, leading to further chaos. ### Fallbacks Every EM builds to fix a problem. Nobody starts off a project thinking it’d fail. But here’s how teams end up missing building fallbacks to counter this. Especially not a “small” piece such as notifications. > Most of the failures, however, fall out of the control of the EMs and the PMs, which then becomes an overlooked problem. * The provider may have a downtime - unpredictable; or planned. Regardless, having just 1 provider, which is how most companies start, is not wise. This piece can be solved with other providers or channels, but the coding piece of it is yet again dependent on the EM who initially worked on the project - the same bottleneck. * While they are at it, most PMs also ideate about adding additional channels for wider reach and multi-channel communication with clients. This is a great idea, except for the problem of spamming. Nobody likes getting the same message 2 - 3 times on different sources like SMS, Email and Application Push notification. This also leads to a disgruntled user experience and can have negative repercussions for the business. All in all, the effort that a PM and an EM puts into building the notification layer is larger than expected, involves multiple iterations and needs a lot more thought and effort than it’s initially given the credit for. Notifications can propel a brand forward greatly. In today’s climate, it’s become super critical to give thought to notifications and plan in detail how to go about it - for the long term! Over the years, working closely with companies of different industries has only made it more and more clear that having an expert looking at your communication layer and making it better with automation inputs and application integrations, is a real need of the hour. Use the talent and efforts of your engineering teams to focus on what really matters - your core product. At Fyno HQ, this is exactly what we’ve set out to solve. You focus on your product, and we’ll focus on your notifications. See you in the next! ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Revolutionize Your Notification Strategy with Fyno: Top 3 Features You Need to Know Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/revolutionize-your-notification-strategy ### Send 10x better notifications with 20x lesser effort Most often, notifications are an afterthought, many just look at them only when something goes wrong. Mind you, it’s a very critical part of the ecosystem of a business, but mostly takes a back seat because it’s more of a tick mark on a checklist, rather than something that takes centre stage for PMs. We at Fyno know and believe that there is more power to a simple notification that it's given credit for, though. With that in mind, in an effort to give the due credit to notifications and the important and integral role it plays in almost all services and application journeys, we give you our powerhouse of an application. We believe we can change the way you work with notifications, making it easy, convenient and powerful. We have developed a powerhouse application that simplifies the notification journey and makes it more convenient and powerful. Fyno is not your ordinary notification layer; we have over a decade of industry experience and research to create some of the most redeemable features that transform notifications from being "just a notification" to a vital component of your business. ### **Provider Integrations Made Easy** Integrating providers can be quite a daunting task. Integrating each one into a system takes time and effort. And then comes the maintenance. Each provider provides specific services, which may be SMS, Push, Email, WhatsApp, Chat or a combination of these. With this comes regulations and company-specific processes for integrating. This only means endless lines of specific code written for integrating that specific provider. Any and all changes on the integration (API update, requirement changes) will need to be done at the code level. This means that a PM has to constantly run behind an EM to get their work done, no matter how small or big. While this may work temporarily, imagine the scenario when you would need to integrate multiple providers for different services. To top this off, this becomes an effort for the implementation team, who will need to read, understand and learn how to integrate providers, among other things. And this is exactly what Fyno has simplified for you! Integrations have been made such a breeze that all you will need to do is add the details of the provider on our integrations page, either requiring a secret key or Auth Key, and we are integrated! You can finish this in under 5 minutes, without needing an engineer to set it up for you. Fyno also understands that our audience is wide and versatile, which is why we have the concept of **“Bring Your Own Vendor”**. Apart from the providers that we have already integrated with, we can integrate any vendor of your choice in under a week, or even sooner, depending on the provider. ### **Routing to beat your Down-Time Blues** We are not in the business of doing everything, but we believe in doing whatever we do well! We know how important it is for a feature like routing to be in place and how it can be one of the most useful tools in your kitty when used correctly. Routing is a feature that allows you to create simple to complex flows with conditions and consequent actions that will allow you to achieve the desired results. Understanding the full capacity of such a beast is extensive, and we will be sharing parts of it in different blogs. So here’s a snippet of how you can get started with routing. Let's say we have a situation we need to: 1. Route all the traffic through Provider A (cost-effective option) and Provider B (vendor commitment) with a split of 70-30 between them. 2. If Provider A fails to deliver the notification, we would need to re-route through Provider C (costly but reliable) 3. We will also need to stop all messages that are being routed towards Ukraine (refer image below) and not trigger them. The routing feature allows you to have this entire config set up in just a few minutes, within a few clicks. ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/645231b9a17ec54ef7074730_Untitled%20(4).png) The above-mentioned route was achieved in under a minute, with no coding involved. ### **Logs that Track Every Notification Move** Notifications are one of the crucial communication methods any company, big or small, connects with its end users. This may be for any number of reasons, ranging from login authentications and confirmations, progress on a requested service or activity to emergency updates, or even marketing. It is, therefore important for each of these logs to be tracked with details of times, delivery status and user activity on that notification. Fyno’s logs are built with a lot of thought into what details would need to be captured from the point of view of a person who would actually be using this for building and using dashboards to drive their “customer delight” quotient. And speaking of Dashboards, Fyno has also created one with multiple views and inter-changeable factors like providers, routes and even events, to help visualize all of this. Stay tuned to our blogs to know much more in detail about each of these. From understanding which provider is performing well based on delivery percentage, to viewing the overall performance of a channel as compared to others, we have thought of this problem a few times over to help you visualize your data to cater to any need that may arise. And, all reports and all logs are under one dashboard, making comparisons between vendors and channels extremely convenient. That’s all for now, folks! These are our top 3 hero features that make Fyno a communication stack that’s easy, compact and super useful. Click here to read more such content from our stellar team. See you in the next one. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## How you can leverage Fyno’s Routing feature to send intelligent notifications Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/how-you-can-leverage-fynos-routing-feature Working in the Operations team of a CPaaS company gave me firsthand insight into the customer communication issues customers faced, both transactional and promotional. We often take for granted when something works well, commonly saying "If it's not broken, why fix it?". But when we wait for something to break before fixing it, two things are adversely affected: customer experience and brand name. I never felt good about this. At Fyno, we've identified this problem and, while we haven't solved it, we've gone a long way towards closing the gaps. Our Routing feature helps you stay a step ahead in the communication game. Routing enables you to manipulate providers, route conditionally, set up failover, and even use variables (placeholders/replaceable parameters) within and outside of notifications. I'll discuss a few real-life problem statements I've encountered over the years and show you how Fyno has handled them with ease and grace. #### ⚡ Plain Vanilla Routing Optimizations We all appreciate having options and choices, especially when we know that some providers have unscheduled downtimes and a backup plan is more than necessary. One of the biggest issues I have seen over the years is that changes to the notification layer require Engineering (code-level changes of content or API), Marketing (content-related updates), and Vendor Management (provider-related commitments, cost optimization, etc). And usually, a Product Manager is scrambling between these teams to get the gap closed, the set-up functioning, and into production. A simple change of just revising the notification content sometimes takes around a month! Why? Because sprints and releases are not aligned until then. Working in Ops, I used to interact with VMs to keep up with vendor commitments. It’s a daily check (and a pain) to ensure we are meeting their commitments. These were just some of the "easy" issues that were always annoying when they did come up. People complained, saying, "We should solve this permanently," but guess what? As soon as the end result was achieved, this was put on the back burner again and the same process was repeated every time it occurred. But no more! Let’s take each case and see how Fyno’s Routing feature will make for a more intelligent notification layer to work with! ### The case of “adding a new provider” We've all experienced this: Adding a new provider for a service such as SMS, Email, or Push Notifications is a task that shouldn’t be delayed. This requires code-level changes, discussions with the EMs about what will be affected, alignment with a sprint or release, code review, and a QA check. Generally, the implementation alone (without vendor onboarding) can take anywhere from **two to four weeks** depending on your company's sprint cycles. With Fyno, you can integrate a provider in just **five minutes**. For example, if you have a route that's already configured with an operator like "Twilio" for SMS, and you want to add "MessageBird" and split the traffic between them, Fyno's "Round Robin" feature under Routing lets you do it in just five clicks. P.S: This just took me 30 seconds to setup. Just saying All you’ll need to do is, log into your Fyno Application and: 1. Configure the new provider - MessageBird. 2. Under Integrations select Providers and hit the “Create” button in the SMS section. 3. Provide the Route name and on the page that opens, choose “Action” on the Component connector. 4. Select your “Routing Strategy” as “Round Robin” from the drop down and select Twilio and MessageBird as the 2 options. 5. Save and promote this route to live. And thats about it! But, this is just easy stuff. Let’s make it a little bit more complicated. I spoke with the Vendor Management team in my previous organization almost daily to check our progress and what remained to be done. For example… ### The case of “ Traffic Distribution” The problem statement is simple: 2 providers needed to be utilized, and based on either commitment or pricing, the target was to achieve 30% on Twilio and 70% on MessageBird The solution, on any other given day, is not so simple. Previously, this would have necessitated conversations with the vendor team to determine which provider should receive traffic on a daily basis. The team would then manually make the changes. In the event that any provider failed to provide notification, the team would manually revert the settings. Not anymore. Again, 5 steps, 40 seconds and we are done. So, essentially, if you had an account on Fyno, it would look something like this (working with the assumption that the providers are already configured on the application) 1. Navigate to Routing from “Integrations” section. 2. From the SMS routing page, click “Create” and provide a name and description to continue. 3. On the page that loads, select the “Action” on the component connector. 4. Selecto your “Routing Strategy” as “Distribute Between” and then add Twilio as well as MessageBird in the field provided. Next to each provider, specify the percentage of traffic you intend on routing through  each, i.e. 30% and 70% respecitvely. 5. Save and promote this route to live. And we are good to go! #### No daily checks with the vendor team, no manual switch-overs, no failures. These are possibly achievable with not too much of “code complication”, which brings us to our next use-case. ### The case of “Eliminating and Selective Traffic Execution” We all know that open parameters may be misused, sometimes just because someone can. Therefore, I want to eliminate the possibility of getting into trouble with the authorities by avoiding spam words. Additionally, I would like to route priority traffic through exclusive vendors. Sounds pretty simple, right? Let me elaborate. Let’s take an example of multiple checks where I want to: 1. Perform a spam check at the onset of receiving the content - with keywords (like gamble) 2. Limit message sending only to USA and India. All other countries, do nothing. Routing for USA and India as follows: 3. For USA - Traffic to be executed via Twilio Route, but time sensitive message with authentication keys to go through Twilio OTP Route and all other traffic through Twilio Route. 4. For India - same, but Indian providers, Kaleyra for messages with authentication keys and Gupshup for all other traffic, since its cost effective. Let’s look at the steps to achieve this on Fyno’s Routing feature if you had an account on Fyno (working with the assumption that the providers are already configured on the application) 1. Navigate to Routing from “Integrations” section. 2. From the SMS routing page, click “Create” and provide a name and description to continue. 3. On the page that loads, select the “Condition” on the component connector. 4. In the pop-up that appears, select “Variable” and fill in the name of the variable where you are expecting spam words. In this case, I have mentioned “name”, expecting unwanted content to be pushing in this. And I will specify “gamble” as the value I am looking for. 5. As soon as this is saved, 2 branches will appear, effectively what I will need to do if the condition is true or false. **True:** Do nothing, since I want such spam content to be blocked and never transmitted. **False:** At this stage, all the traffic that has been passed will then be evaluated for the next steps. 6. The next component ( this is a continuation to the false response above), will be another “Condition” component. On this condition component, we will select the If condition for Country and specify the country as “United States”. This will again give 2 branches and they would be: **True:** If the Country is validated for US and traffic passes to this branch another validation for “OTP” (priority traffic) needs to be done, which can be executed with another conditonal branch on this. If the “Variable”, specified as OTP, is present, then traffic is routed through “Twilio OTP” and otherwise , it will be routed via “Twilio”. **False:** All the traffic that is not towards USA will be routed here. At this stage our secondary validation of “India” can be applied to this branch. So essentially for the “False” branch, we then add another “Condition” and provide the condition that **False:** Do nothing. **True:** Do another check for the Priority traffic with the key word as “OTP” equals “yes” and if true, then execute the traffic via Kaleyra, otherwise route all traffic through Gupshup. Sounds complicated? It isn't, actually. When building the flow on Fyno’s routing , this entire process took about 3 minutes, as compared to writing about it here right now! ![undefined](https://uploads-ssl.webflow.com/642ca0b039adec20826a0714/64522cc68fb08459a7681099_Untitled%20(3).png) I personally believe that this is a very powerful feature and, when leveraged correctly and efficiently (with closed loops and conditions, of course), the Routing feature can be a powerful tool in your belt. We are still growing and evolving ( and will hopefully never stop!) and are constantly putting our Routing Feature through different scenarios, to see how we can optimize things. If you think you have a scenario you would love to try out with this feature, let’s talk right away! We all have scenarios where a customer or a client is tagged with some information, clubbing him into a group, aka cohorts. While this tag is not necessarily something that would be passed as a part of a notification content, this can be sent as meta-data along with the notification details to Fyno, to help execute a specific action. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 9 Communication channels that digital businesses must consider while creating their communication strategy Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement ### Introduction: In today's fast-paced and ever-evolving digital landscape, it is no longer a question of whether businesses should go digital, but rather how quickly they can make the transition. In fact, all new-age startups and businesses are digital first. Classic examples here are D2C (direct-to-consumer) brands that leverage amazing tools like Shopify and Amazon to make businesses worth millions without having any physical outlets. What truly powers businesses to start and remain digital is the newer and modern communication touch points where businesses can reach consumers. Conventional offline businesses could have survived with decade-old communication channels like emails and telephone. But digital businesses are by nature built on top of the digital communication platforms that make emails and phone calls look ancient. Digital communication channels and the increasing availability of connected devices have led to a new era of customer expectations and behaviours. Customers today expect instant and convenient access to information, products, and services, and they want to be able to engage with businesses through multiple channels and at any time of day. In a fast-paced digital landscape, having the right communication channels can give digital businesses a significant advantage over their offline counterparts. If you are building a new business or are digitally transforming your existing business, here are the channels you shouldn’t miss! ### 1\. New age rich messaging channels: New age messaging channels includes rich messaging platforms like WhatsApp, Telegram, Facebook Messenger, iMessage, and RCS. They are becoming increasingly popular for customer communication, as they allow real-time, convenient, personal and rich interaction with customers. For digital businesses, this provides a quick and easy way to respond to customer inquiries, resolve issues, and provide support. These platforms also allow business to fetch responses from customers and design messaging bots. New age platforms have opened up and new market altogether. For example, there are 100s of startups working towards building an orchestration layer on top of WhatsApp. While these channels are expensive (as compared to the traditional channels like SMS and Emails), they often offer higher deliverability and open rates. ### 2\. SMS: SMS is traditional, yet widely used. They are table stakes for any organisation when they start communicating with customers. From authentication, verification, to alerts, SMSs are widely used for transactional comms. There was an inflection point for usage of SMSs in the previous decade due to advancement in e-commerce technology and internet adoption of users across the world. SMS continues to remain cost effective for transactional updates as against the new age messaging platforms like WhatsApp. However, there are multiple limitations that SMS bring along.  Example: SMS is highly regulated and these differ from one country to another. SMS also doesn't offer richness in the content unlike new platforms like WhatsApp, where you can use emojis and media in the content. ### 3\. Social Networks: Social network platforms like Twitter and Instagram are popular among businesses looking to engage with their customers and build a strong online presence. For digital businesses, social network platforms provide a unique opportunity to reach a large and diverse audience and interact with customers when they are actively consuming content. By monitoring and responding to customer inquiries and feedback through social networks, businesses can demonstrate their commitment to customer satisfaction and improve their overall reputation and brand recall. ### 4\. Notifications: Push, in-app, and web app notifications are an important part of any digital business's customer communication strategy, as they allow businesses to reach customers where they are, even when they are not actively using the app. Notifications can be used to alert customers of new content, promotions, or updates, and can be tailored to each individual user to provide a more personalised experience. By integrating notifications into their customer communication strategy, businesses can improve engagement, drive conversions, and increase customer loyalty. Notifications are literally free and drives amazing conversion metrics. But it is important to ensure that you are not bombarding users with 100s of notifications (which is a prevalent practice by most consumer start-ups today). That can deliver an extremely negative experience to users. It is important that marketers couple notification strategy with some intelligence so that they can use notifications better. ### 5\. Emails: Email support is a traditional support channel that is still widely used by digital businesses to respond to customer inquiries and provide assistance. Email allows businesses to provide detailed and in-depth responses to customer inquiries, and to handle complex issues that may require more time and attention. By offering email support, businesses can demonstrate their commitment to customer satisfaction and provide a more comprehensive support experience. ### 6\. Live Chat: Live chat allows digital businesses to provide real-time support to customers through their website or mobile app. Live chat provides customers with a convenient and efficient way to receive assistance and resolve issues. It can be integrated with other support channels to provide a more comprehensive support experience. Most business build bots on top of live chat interface to ensure the most common queries are automatically addressed without involving a live agent. ### 7\. Community Forums: Community forums provide digital businesses with a platform to engage with their customers and build a strong online community. Community forums allow customers to connect with each other, share ideas and feedback, and receive support from the business. By integrating community forums into their customer communication strategy, businesses can improve engagement, build customer loyalty, and foster a sense of community among their customers. ### 8\. Phone: Phone support allows digital businesses to provide in-depth support and assistance to customers through voice calls. Phone support can be used to handle complex issues and provide personal and detailed assistance to customers. By offering phone support, businesses can demonstrate their commitment to customer satisfaction and provide a more comprehensive support experience. ### 9\. Business messaging platforms: Internal business comms have been disrupted by amazing tools like Slack, Teams, Discord and Google chat. These platforms have made collaboration so much more easier. Their powerful integrations with workspace tools like Notion, Click-up, Asana, Jira has made taken collaboration and speed to new heights.  For any SaaS tools, it is almost a deal breaker if they do not integrate with the messaging platform that the customer uses. Communication, collaboration, async huddles and file sharing has never been easier. ### To sum it up: By integrating a diverse range of communication channels into their customer communication strategy, digital businesses can provide customers with a more comprehensive and holistic experience, improve engagement, and drive brand recall. But not all channels are relevant to all types of businesses. Example: It may not be relevant for B2B businesses to use social network platforms like Instagram. Instead, they will prioritise and put more effort in perfecting channels like Emails and Community Forums. On the other hand, for a D2C brand, it would be very important to perfect their presence over channels like WhatsApp, Instagram and SMS. The key is to choose the right channels for your business based on where your users / customers are and what you are selling to them.  Talk to us if you want to have a deeper conversation on this. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Transactional vs marketing emails: Everything you need to know in 2024 Author: Rohit Jain Published: 2023-05-03 Category: Articles Meta Title: Transactional vs. Marketing Emails: Key Differences Explained Meta Description: Learn the differences between transactional and marketing emails, including best practices, compliance, and integration strategies to boost engagement. Tags: Communication experience, Customer communication URL: https://www.fyno.io/blog/transactional-vs-marketing-emails-everything-you-need-to-know-in-2024-clsn1v2ep00669aj3a4u4vnav Even in 2024, email remains a cornerstone of business communication, bridging the gap between businesses and customers. Transactional and marketing emails play unique roles and are pivotal in nurturing customer relationships. While transactional emails deliver critical information, such as order confirmations or password resets, marketing emails aim to engage customers through promotional content and updates. Understanding these differences and overcoming communication barriers, such as language differences and technical difficulties, is essential for any business striving to enhance communication efficiency and effectiveness. What is a transactional email? ------------------------------ [Transactional emails](https://www.fyno.io/blog/what-is-a-transactional-email-and-why-is-it-important-clwrjc8eb000tr5g3t1lcqb3l) are **automated correspondences triggered by a user's actions within a service.** They are characterised by necessity and timing, including shipping notifications, invoice details, and account activity alerts. Unlike promotional emails, they are specific to an individual's actions, providing relevant and requested information. ### Characteristics of transactional emails #### 1\. Automatically activated by user actions Transactional emails are automatically sent in response to specific user actions. This direct response ensures the information is highly relevant and timely, such as a confirmation email following an online transaction. #### 2\. Directly linked to individual activities These emails are tailored to individual user actions, ensuring each message is pertinent to a recipient's activity. This personal touch enhances the user's experience by providing detailed, relevant information exactly when needed. #### 3\. No preliminary consent required Because transactional emails are triggered by users' actions and are deemed essential for service facilitation, they do not require prior consent. This aspect distinguishes them from promotional emails that require opt-in by the recipient. #### 4\. Exemption from unsubscribe requirements Given their essential nature, transactional emails do not include unsubscribe links, distinguishing them from marketing communications where opt-out options are mandatory. #### 5\. Regulatory exemptions apply Unlike marketing emails, transactional communications are not bound by certain regulatory constraints typical of promotional materials, such as those stipulated by CAN-SPAM or [GDPR](https://www.fyno.io/blog/a-comprehensive-guide-for-gdpr-data-breach-notifications-clxd4hfnw00007o5qwpt34xj7). This is due to their necessity and functionality in user interactions. #### 6\. Focused content relevance The content of transactional emails strictly relates to user interactions or transactions, such as billing information, account updates, or security alerts. This ensures the content is both expected and relevant to the recipient. #### 7\. Measuring engagement and effectiveness The effectiveness of transactional emails is gauged through metrics like open rates and immediate interaction, reflecting their importance and immediate relevance to the recipients. #### 8\. Simplified delivery protocols Transactional emails do not generally require senders’ IP addresses whitelisted by recipients’ servers, facilitating smoother delivery and reducing potential barriers common in bulk marketing campaigns. ### How to send transactional emails? #### Best practices for setup and delivery To optimise transactional email effectiveness, ensure timely delivery and clear, concise content. Employ reliable email delivery services and prioritise straightforward, actionable language. Regularly update email templates to align with current user needs and brand standards. #### Compliance aspects (especially for regulated sectors) In sectors like BFSI, compliance is critical. Ensure your emails adhere to industry regulations, such as GDPR in Europe or [HIPAA](https://www.fyno.io/blog/navigating-hipaa-compliance-data-breach-understanding-notification-rules-clx1too6j003eocxnctiytypr) in healthcare. Incorporate necessary disclaimers and user rights information, like data access and correction options. What is a marketing email? -------------------------- Marketing emails are designed to **attract, engage, and convert recipients.** These emails might showcase new products, special offers, or company news. Effective marketing emails captivate with compelling visuals and persuasive content, encouraging readers to explore more. ### Enhancing engagement through marketing emails Craft emails with a clear, engaging narrative and strong calls to action. Use persuasive language and eye-catching images to grab attention. Personalize content to reflect the recipient's previous interactions and preferences, enhancing relevance and engagement. Divide your audience based on behaviours, demographics, or transaction history. Tailored messages resonate more effectively, increasing the chances of conversion. For instance, product recommendations can be sent to customers based on their purchase history or browsing behaviour. **Key differences between transactional and marketing emails** -------------------------------------------------------------- ### **Purpose and compliance** Transactional and marketing emails serve distinct roles in business communications and are governed by different regulatory frameworks. Transactional emails are typically automated responses triggered by a user’s action, such as order confirmations or password resets. Because these emails are essential for user interactions, they don’t require prior consent under regulations like GDPR or CAN-SPAM. On the other hand, marketing emails promote products, services, or events and require the recipient’s explicit consent before being sent. This ensures that communications are welcome and expected, reducing the risk of spam reports and enhancing the overall effectiveness of email marketing campaigns. For example, a BFSI company might use marketing emails to inform customers about a new insurance product. In contrast, transactional emails could be sent to confirm policy changes requested by the customer. ### **Impact on customer relationships** How businesses use transactional and marketing emails can significantly influence customer perception and loyalty. Transactional emails, which include critical information relevant to the customer's actions, play a vital role in building trust and reliability. For instance, sending timely order confirmations and shipping notifications ensures transparency, which is crucial for customer satisfaction and retention in sectors like logistics. In the context of email communication, the linear model represents a one-way process where messages are delivered without expecting feedback, such as in video announcements. Conversely, the transactional model allows for continuous feedback and interaction, making it ideal for enhancing customer satisfaction. Conversely, marketing emails aim to deepen customer relationships by offering personalised content, deals, and insights that align with the user's interests and behaviours. When done effectively, marketing emails can turn a one-time buyer into a repeat customer, fostering long-term loyalty. For instance, a logistics company might use marketing emails to inform customers about a loyalty program that rewards frequent shipments, thus encouraging ongoing engagement. Examples of transactional emails -------------------------------- * **Purchase confirmation or receipt:** Confirms transaction details immediately after purchase to ensure transparency and build trust. * **Order confirmations & billing updates:** Details of the items, quantities ordered, and any necessary billing updates. * **Request for feedback:** Seek customer feedback post-interaction to improve service quality, especially relevant to BFSI and logistics. * **Identity verification:** Ensures security by verifying user identity during sensitive account actions or setups. * **Password reset:** Provides secure instructions to send password reset links in response to user requests. * **Account notifications:** Alerts users about important activities and changes related to their account security and settings. * **Registration and double opt-in:** To comply with data protection regulations, we confirm user consent through a double opt-in during registration. Fyno's role in managing email communications -------------------------------------------- Fyno serves as a key enabler in refining transactional and marketing email strategies for businesses, processing over 200 million monthly notifications. ### Enhancing email templates [Fyno's rich email template](https://docs.fyno.io/docs/template-creation-email) editor also facilitates creating and managing dynamic transactional and marketing email templates and campaigns. **Features for impactful emails**: With tools that support crafting engaging email templates, Fyno helps maintain brand consistency across communications. The components feature introduces reusable components like headers, footers, and social media icons, simplifying email design and ensuring uniformity in email appearance. **Key benefits of the components F\\feature**: * **Efficient brand management**: It allows the creation and storing of multiple components tailored for different brands, ensuring consistency across communications. * **Consistent look and feel**: This feature maintains a uniform appearance across all emails, enhancing the professional appeal of your communications. * **Seamless integration and dynamic content**: Components are easily integrated into the email editor, simplifying the design process. Custom handlebar functions enable dynamic content adjustments, such as personalised greetings that adapt based on the available recipients' data. Why use both transactional and marketing emails? ------------------------------------------------ Both transactional and marketing emails play pivotal roles but for different strategic reasons. It is important to distinguish between marketing and transactional email to enhance delivery rates and compliance with service provider recommendations. **Transactional Emails**: These are not just routine communications. When a customer completes a purchase, updates their account, or requests a password reset, they expect an immediate and direct email response. For instance, Fyno’s integration with banking services has enabled financial institutions to automate such communications, ensuring instant updates about account activities which is crucial for maintaining transparency and trust. **Marketing Emails**: Far from being mere promotional tools, these emails are essential for nurturing customer relationships over time. They provide updates on new services, special promotions, or insightful content relevant to customers’ interests. ### Integrating transactional and marketing strategies 1. **Streamlined customer interactions**: Integrating transactional details within marketing narratives can reinforce communication. For example, an order confirmation email (transactional) that also suggests related products (marketing) can enhance the customer experience without overwhelming them with multiple emails. 2. **Boosted open rates**: Transactional emails typically have higher open rates due to their necessity. Including marketing messages in these emails can increase exposure to promotional content, leveraging the high engagement of transactional messages to boost marketing efforts. 3. **Detailed personalisation**: Businesses can tailor marketing emails more effectively by analysing the interactions within transactional emails. This dual approach meets the customer's immediate needs and personalises future communications, where personalised, timely updates directly correlate with customer retention and satisfaction. 4. **Cost efficiency**: Sending a single, well-structured email that serves both transactional and marketing purposes can reduce costs associated with sending multiple communications. Furthermore, this strategy simplifies the email management process, making it easier to maintain consistency and track the effectiveness of email campaigns. 5. **AMP emails**: Integrating Accelerated Mobile Pages (AMP) into emails allows for interactive and dynamic content. Customers can interact with content directly within the email, like filling out forms or browsing products, dramatically enhancing user engagement and satisfaction. Conclusion ---------- Choosing the right balance and integrating transactional and marketing emails can significantly influence a business’s communication effectiveness. With 74% of customers expecting immediate transactional notifications post-purchase and marketing emails generating an impressive ROI of 4200%, as reported by the DMA, the strategic use of these emails can enhance customer experience and contribute to substantial business growth. FAQs ---- ### **1\. What is the main difference between transactional and marketing emails?** Transactional emails are triggered by specific user actions, such as order confirmations or password resets, and are essential for service facilitation. Marketing emails, on the other hand, are designed to promote products or services and require explicit consent from the recipient. ### **2\. Do I need consent to send transactional emails?** No, transactional emails do not require prior consent. They are sent in response to specific user actions and are necessary for service delivery, such as confirming a purchase or resetting a password. ### **3\. Can I include promotional content in a transactional email?** Yes, but it should be minimal and not overshadow the primary purpose of the transactional email. Including relevant promotional content can enhance engagement without violating the transactional nature of the email. ### **4\. Why are unsubscribe links not required in transactional emails?** Transactional emails are considered essential communications related to a user's actions, so unlike marketing emails, they are exempt from the requirement to include an unsubscribe link. ### **5\. What metrics should I use to measure the effectiveness of transactional emails?** Key metrics for transactional emails include open rates, click-through rates, and immediate interaction rates. These metrics reflect the relevance and timeliness of the email content to the recipient. ### **6\. Can transactional and marketing emails be integrated into a single email?** Yes, businesses can combine transactional details with marketing content to enhance the user experience and reduce the number of emails sent. For example, an order confirmation email might include related product suggestions. ### **7\. Are there any regulations governing the sending of marketing emails?** Yes, marketing emails must comply with regulations such as GDPR and CAN-SPAM, which require explicit consent from recipients and provide options for unsubscribing from future communications. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## 5 tips on effective customer communication strategy for driving positive customer engagement Author: Rohit Jain Published: 2023-05-03 Category: Articles Meta Title: "Enhancing Customer Communication: Tips & Tools for Success" Meta Description: "Discover essential strategies and tools for improving customer communication. Learn about CCM, omnichannel strategies, and top SaaS tools to boost engagement." Tags: Insights, Communication experience, Customer communication URL: https://www.fyno.io/blog/customer-communication-strategy-for-positive-customer-engagement Customer communication is a pretty underrated concept among today’s businesses. Customer communication strategy often takes a back seat (or is mostly entirely ignored) when it is up against engineering, product and marketing strategies. Businesses often measure customer interaction and engagement with products directly. For example, a marketplace like Amazon might measure search and order frequency, while social networks measure average screen time. But how do you get users to use, return to, and love your product even when they’re not actively using it? This is where customer communication efforts come in. ![](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-35-1724229363167-compressed.png) **What is Customer Communication Management?** ---------------------------------------------- [Customer Communication Management](https://www.fyno.io/blog/what-is-customer-communication-management-ccm-and-why-is-it-important-clwz3c2hf00665fpeuox8je0k) (CCM) is an essential strategic framework that involves **organising, managing, and optimising the communications you send to and receive from customers.** It encompasses all forms of communication, including emails, SMS, social media interactions, and more, aiming to enhance the customer experience through personalised and timely interactions. #### The core components of CCM 1. **Structured communications**: This includes regular, scheduled communications like bills or monthly statements that are sent to all customers. Such documents are standardised and rarely change. 2. **On-demand communications**: These are tailored communications created for specific purposes or specific customers, such as special offers or personalised proposals​. 3. **Interactive communications**: This type of communication is highly personalised and occurs directly between the customer and the company, like responding to customer queries or handling complaints​. Customer communication is key to ensuring that you can satisfy your customers' needs without them using your product, as well as creating a loyalty hook that can drive higher LTV. Customer communication is as important as engineering, product, and marketing strategy, if not more so. Some would say that it is a part of marketing and sales and does not necessarily become a separate function, but this is a decade-old school of thought. Both marketing and communication landscapes have evolved very differently over the last couple of decades and have earned distinct respect. Communication is essential for marketing, acquisition, and sales, as well as for engagement, loyalty, retention, service, and support. If you're building a customer communication strategy, these are 5 simple tips that can help drive better customer engagement. ### 1\. Be truly omnichannel Omni-channel is a strategy for creating experiences for customers across all channels and touchpoints. This would include physical and digital experiences. A classic example would be businesses like Ikea, Reliance Digital, Croma, etc., trying to create both a physical and digital presence. A subset of omnichannel experience strategy would be omnichannel communication strategy, which, at its core, reflects the channels and user touch points through which businesses communicate with their users. With hyper-scaling businesses and increasing users, businesses automate most customer communications through their products. Hence, the way in which product communication strategy is developed and executed becomes the core of managing omnichannel communication. A well-developed product communication strategy MUST ensure it can access and leverage all modern [communication channels](https://www.fyno.io/blog/9-communication-channels-to-drive-better-customer-engagement) where your users hang out. Gone are the days when channels like emails and sms were sufficient to communicate with customers. You must be available on newer, modern touchpoints like WhatsApp, social network platforms, [and push and in-app notifications](https://fyno.io/blog/differentiate-between-push-and-in-app-notifications). The number of user touchpoints is constantly increasing, so actively track them and ensure that you are able to access these channels sooner than later. ### 2\. Context is crucial across channels Omni-channel access without context switching can be hazardous. Understanding and meeting customer expectations is crucial in this regard. If you’re available on multiple channels and cannot carry the context from one channel to another, it can lead to a very bad experience for users, who have to repeat the communication all over again, leading to churn, drop-offs, etc. 67% of consumers say that repeating their information more than once would cause them to stop shopping with a business. Yes, it directly impacts revenue. For brands and products that do not pay attention to communication strategies, their successes (if any) will likely be short-lived if they defer/ deprioritise customer communications. It is necessary to have very tight cross-functional collaboration to ensure that all the customer-facing teams are talking the same language to the customer. Without this, every silo can reach the consumers with a different message, confusing them and ultimately resulting in churn. ### 3\. Invest in technology Data clearly suggests that brands with advanced communication systems have significantly better customer metrics. ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/6452172bc1ff6380f01d5c8duntitled-1707991182856-original.png) However, since customer communications are often not considered revenue-critical, building advanced systems is often deprioritised. With scale, companies like AirBnB and LinkedIn have built advanced communication systems (and they take pride in what they’ve built). Thanks to the advancement of products in B2B SaaS, the days when engineering and products had to build internal product communication services from scratch are gone. Many amazing off-the-shelf SaaS tools are available that offer plug-and-play abilities. Invest in advanced communication systems platforms early on. They don’t pinch pockets like ERPs/ CRMs. However, with more research, I realised that the SaaS tools market in the communication space has become more complicated, with a plethora of tools solving either very generic/ very niche use cases. The distinction in product categories has blurred. I have included a dedicated section below to **demystify this space so that you can have a clearer understanding before making the investment decision.** Effective customer service communication is crucial for enhancing service interactions and overall customer satisfaction. ### 4\. Personalisation Unlike products, in communication - there is no one-size-fits-all. Communications have to be personalised to create impact. But this is easier said than done. Personalized communication sets the tone for a business and can foster brand loyalty. Targeted suggestions, curated discount coupons or offers, personalised reminders, follow-ups by a support specialist, reward programs, etc., are ways to personalize your communication. Thanks to Customer Data Platforms (”CDPs”) like Segment, Mixpanel and Amplitude, businesses can access user-level data insights and create micro-cohorts and segments to have the personalisation effect. Personalized communication should be consistent throughout the customer journey to enhance customer satisfaction and retention. ### 5\. Respect preferences and don't over-communicate: Yes, when it comes to communication, optimize for meaningful reach over maximum reach. Customers love it when you nudge them meaningfully. Be it transactional messages, reminders, product updates, or marketing campaigns, communication should be crisp and simple, and customers’ channel preferences should be respected. Ensuring customer satisfaction by collecting feedback and implementing changes based on it can significantly enhance service quality. Ex: When booking movie tickets, a customer may be happy if he can access his tickets on the Application, WhatsApp, or email (based on his preferences), **but NOT ALL THREE**. Maximum reach is a leading factor for channel abuse. When consumers can use the communication channels they prefer, over half are more likely to: 1. Recommend the brand, 2. Buy more often from the brand, or 3. Make a first-time purchase ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/image-cp-1724229250841-compressed.png) 🔨 Building a communication strategy using the above 5 levers will create delightful user experiences and become a unique differentiator in choosing your product/ offering over your competitors. Demystifying SaaS in communications ----------------------------------- Now, let’s simplify the communication space for SaaS tools so that you can understand the different product categories that exist and make an informed investment decision. The communication industry, on a standalone basis, has significantly evolved. The growth of more channels and user touchpoints has created a complicated industry with many categories and sub-categories.  There is no one-size-fits-all structure or framework that one can apply.  I have attempted to simplify this so that businesses can get some head start while [evaluating SaaS tools](https://www.fyno.io/blog/a-simple-guide-to-addressing-single-point-of-failure-spof-while-evaluating-saas-tools) in which to invest. Effective communication not only improves customer engagement but also plays a vital role in building lasting customer relationships. ### 1\. Customer relationship management systems (CRMs) ​[CRM](https://instantly.ai/crm) system or platform is a tool that helps with contact management, sales management, productivity, and more. CRM software helps you focus on your organisation’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship. Examples: Salesforce, HubSpot etc. Effective customer communication strategies are essential for delivering consistent brand messaging and enhancing customer experiences across various touchpoints. **The majority of conventional CRMs were created primarily to support B2B organisations**. They are clearly designed to assist salespeople in managing prolonged, largely predictable sales cycles. There are enterprise-level CRMs like Oracle Siebel CRM, SAP C4C, etc., which solve for B2C companies with customer bases going from a few hundred thousand to a million. These are very expensive, and you will not find many early-stage and mid-market companies using them. To meet their CRM requirements, B2C startups should instead look at new-age cloud-based engagement applications like Braze, Leanplum, Helpshift, Intercom, etc. ### 2\. Communication platform as a service (CPaaS) It is a category of cloud-based services that provides a set of APIs for developers to build and manage communication-based applications, such as voice and text messaging, video conferencing, and faxing. These platforms are essential for businesses looking to understand how to improve customer communication by leveraging advanced communication tools and strategies. Examples: Twilio, Gupshup, Bandwidth, and Nexmo. These tools allow developers to add application communication functionality without managing the underlying infrastructure and telecommunication services. ### 3\. Marketing automation platforms (MarTech) Sometimes also referred to as “customer engagement platform” or customer engagement and retention platform”, these are platforms designed to handle large user bases. They come with analytics and segmentation tools that can be used to understand customer behaviour and preferences and trigger marketing campaigns through various channels like sms, notifications, emails, etc. Examples: Braze, Blueshift, Customer.io, Moengage etc. ### 4\. Messaging and communication platforms These standalone platforms facilitate real-time communication and collaboration between individuals and teams. They typically include features such as [instant messaging](https://trueconf.com/features/collaboration/instant-messaging.html), voice and video calls, and file sharing. Examples: WhatsApp, Slack, Discord ### 5\. Unified communications as a service (UCAS) These cloud-based services combine various communication channels, such as instant messaging, voice and video calls, email, and fax, into a single platform. Examples: Zoom, Cisco Webex It is typically used to facilitate internal communication and collaboration within an organisation or between 2 or more organisations. ### 6\. Customer support and service platforms (CSP) These platforms are designed to help companies power their customer support and service functions. They provide a cloud-based platform to manage customer interactions and resolution automation, basically ease up the work of support team. They often include features such as ticketing systems, knowledge bases, and analytics to help companies provide better customer service. Additionally, they enhance the efficiency and effectiveness of the customer service team by equipping them with the necessary tools to handle inquiries and feedback. Examples: Zendesk, Freshdesk, intercom These platforms allow companies to manage their social media presence and brand visibility across multiple social network channels, such as Facebook, Twitter, and Instagram. Examples: Sprinklr, Hootsuite, etc. ### Summarising UCAS is primarily for internal communication and collaboration between teams and within organisations. Messaging and communication platforms are designed for real-time communication and collaboration between individuals and teams. CRM is used to track sales cycles and manage customer interactions and relationships. CPaaS integrates communication capabilities into products to access channels like SMS, email, voice, etc. MarTechs to automate and streamline marketing tasks and automate and optimize marketing processes. CSP for managing customer service and support interactions. Social media management platforms are used to manage social media presence across multiple channels. Now, I know it can be overwhelming to understand the categories, discover various tools in each category, and evaluate them to fit your use case. While each solves customer communication in one way or another, none is a “communication-first platform.” This is why we are building [Fyno](https://www.fyno.io/)—a new-age modern communication stack for early-stage and mid-market product companies. These tools can significantly improve customer service communication by enhancing the efficiency of customer interactions. Fyno is a single source of customer communications for your organisation! In conclusion, customer communication is a key aspect of any business and should not be overlooked. Developing a well-rounded strategy that includes omnichannel communication and respecting the customer’s time and attention is important. By utilizing modern communication tools and channels, businesses can create a better customer experience, engagement, and loyalty. In this blog post, we discussed some simple tips for creating a customer communication strategy and provided some examples of industry leaders doing it well. Remember, investing in customer communication is investing in the success of your business. FAQs ---- ### **1. What is Customer Communication Management (CCM)?** CCM is a strategic framework for organizing, managing, and optimizing all forms of communication with customers. ### **2. What are the core components of CCM?** The core components are structured, on-demand, and interactive communications. ### **3. Why is omnichannel communication important?** It ensures a seamless experience across various customer touchpoints and channels. ### **4. What is the impact of context in omnichannel communication?** Lack of context can lead to poor user experiences and increased churn. ### **5. How can businesses invest in technology for better customer communication?** By using advanced communication systems and SaaS tools that integrate and automate interactions. ### **6.** **Why is personalization important in customer communication?**​ Personalization enhances customer satisfaction and builds brand loyalty. ### **7.  What are some types of SaaS tools for customer communication?** CRM systems, CPaaS, MarTech platforms, messaging platforms, UCaaS, and CSPs. ### **8.  What role does technology play in modern customer communication?** Technology provides tools to enhance, automate, and personalize customer interactions for better engagement. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Marketing vs. Transactional Automations: Understanding the Key Differences Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/marketing-vs-transactional-automations In today's digital age, automating marketing and transactional processes has become crucial for businesses of all sizes. Both marketing automation and transactional automation are essential for achieving a smooth, streamlined operation. However, the two types of automation have completely different goals and use cases. For the next few minutes that you will read this, let’s try and explore the key differences between marketing automation and transactional automation. Let’s go, shall we? **Marketing Automations** ------------------------- Marketing automation is a set of tools and techniques that help businesses automate repetitive marketing tasks such as email campaigns, social media posts, and lead nurturing. Marketing automation aims to provide a personalized and targeted customer experience to generate leads and drive sales. Here are some of the key features of marketing automation: ### Capturing leads Lead scoring and nurturing are essential features of marketing automation. These features help businesses identify potential customers and create personalized campaigns to nurture them through the sales funnel. Lead scoring involves assigning scores to leads based on their behaviour, demographics, and interests. Once leads are scored, businesses can then segment them and create targeted campaigns that resonate with their interests. ### **Campaign management** Marketing automation tools also allow businesses to manage and automate marketing campaigns across multiple channels. For example, businesses can schedule email campaigns, social media posts, and other marketing activities in advance, and the software will automatically execute these tasks at the appropriate time. ### **Analytics and reporting** Marketing automation software provides businesses with detailed analytics and reporting capabilities. These features help businesses track the effectiveness of their marketing campaigns and adjust their strategies accordingly. With analytics and reporting, businesses can identify which campaigns are driving the most leads and sales and optimize their marketing efforts accordingly. **Transactional Automations** ----------------------------- Transactional automation, on the other hand, is a set of tools and techniques that help businesses automate transactional processes such as order confirmations, shipping notifications, and payment receipts. Transactional automation aims to provide a seamless and efficient customer experience by automating the transactional processes that occur after a customer has made a purchase. Here are some of the key features of transactional automation: ### **Order management** Transactional automation tools allow businesses to manage and automate the order management process. For example, businesses can automatically send order confirmations, shipping notifications, and payment receipts to customers. ### **Inventory management** Transactional automation tools also help businesses manage their inventory levels. For example, businesses can set up automated alerts that notify them when inventory levels are low, so they can restock before running out of stock. ### **Customer support** Transactional automation tools also provide businesses with customer support features. For example, businesses can set up automated chatbots or email responders that provide customers with immediate assistance when they have a question or issue. **Key Differences Between Marketing Automation and Transactional Automation** ----------------------------------------------------------------------------- ### What’s the purpose? The primary goal of marketing automation is to generate leads and drive sales, while the primary goal of transactional automation is to provide a seamless and efficient customer experience. ### What use cases can you provide for it? Marketing automation is typically used for tasks such as email campaigns, social media posts, and lead nurturing, while transactional automation is typically used for tasks such as order confirmations, shipping notifications, and payment receipts. ### Can it improve customer interactions? Marketing automation is designed to initiate customer interaction and engagement, while transactional automation is designed to facilitate and streamline customer interaction. ### How does it impact timing? Marketing automation is used before a customer makes a purchase, while transactional automation is used after a customer makes a purchase. **Conclusion** -------------- In conclusion, marketing automation and transactional automation are two essential tools for businesses operating in the digital age. While the two types of automation have different goals and use cases, they are both crucial for achieving a streamlined operation and providing an excellent customer experience. Understanding the differences between marketing automation and transactional automation is key to choosing the right tools for your business and achieving your goals. ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Case Study: How a personal finance brand juggles notifications Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/personal-finance-case-study “It’s a real pain to make even the smallest template changes”, says the head of engineering of a popular personal finance app that helps manage one’s money, intelligently. Transactional communication then becomes a vital aspect of companies like these with products ranging from mutual funds, stocks, fixed deposits, health insurance, personal loans, and credit line products. Their platform boasts of more than 850k active users and 12M+ users, and communication is a crucial aspect of their services. However, template whitelisting is a real pain, and it requires constant effort to keep up with changing regulations and provider requirements. The problem is compounded by the fact that there are multiple service providers in the mix, such as Gupshup, SCL, and Netcore, to aid communication. Whenever a new template is whitelisted, it has to be changed across all providers, and the change has to be approved by each provider. This process can be time-consuming, and it puts a significant strain on the limited resources of the engineering team, in particular. To add to the complexity, they also offer a portfolio management service that provides and handles mutual fund portfolios. These portfolios also need to be communicated through email, which can contain sensitive data. Additionally, all transactions on the platform require OTP or [two-factor authentication](https://www.fyno.io/blog/is-push-authentication-safe-for-2fa-and-mfa-clyffa28g004ig60q6dcrdf0q), making secure communication a top priority. This also means that the timing of the notification has to be extremely well managed. The lead engineer tells us that they’ve built an in-house communications service. However, it requires more engineering effort, and it's not efficient enough to handle the increasing load or the ability to scale up substantially, and all that without getting the costs through the roof. Here’s where Fyno steps in and simplifies the entire process there enabling businesses from around the world to send meaningful notifications. Fyno compliments existing partners, such as Gupshup, by providing an additional layer of intelligence to handle whitelisting and other communication requirements. The beauty of Fyno is that it requires minimal effort to set up a service provider, as it only needs a user ID and password/token. Template management is also made a breeze on a platform like this. It takes all of 10 seconds to edit, rewrite and save a new template. You can now make these changes in just a few clicks, and can easily eliminate the need to rush to the engineering team for every small change required. Fyno also provides load balancing, which means that if one provider is not giving good results, or a particular notification could not be sent, businesses like the one mentioned in this case study can switch to another provider seamlessly without affecting the user experience. This feature is critical for such a platform, where communication is a vital aspect of their services. Another advantage is that it can be used even if a business does not have an email gateway. Taking the example of such a case, you can send emails via Gmail as a provider, making it a versatile solution for any and all communication needs. Building an internal notification stack can be time-consuming, and expensive, and can drain your resources, which can otherwise be used for your core offering and product. Communication is a big part of every business, but never the main element. By using existing resources for communication, businesses easily slip into diluting the combined efforts. Whereas, a platform like Fyno focuses mainly on scaling communication needs. So you focus on your business, and we’ll focus on your communications. In conclusion, using an intelligence layer like Fyno helps businesses scale up their communication efforts without significantly increasing costs or putting additional strain on their engineering resources. This solution ensures that their users receive secure and timely communication, enhancing the overall user experience on the platform. Until the next, Team Fyno ‍ --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## The difference between marketing to a B2B vs a B2C business and how to go about it Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/the-difference-b2b-vs-b2c-business It’s not up for debate anymore whether your business needs to be online or not. One of the first things that a user does, regardless of their purchasing power, is to check you out online. It’s understood that you need to have a presence on the internet. The hot debate is how much influence you have, who to target with that, and most importantly, how. Today I’m dwelling on the different paths that B2B (Business-To-Business) and B2C (Business-To-Customer) are, and trying to take the road less travelled to see how notifications fit into each of these categories of marketing. As the names suggest, B2B caters to other businesses, while B2C speaks directly to customers. Whether we’re talking to a business or a direct customer, marketing automation continues to evolve rapidly every day. It becomes critical to adapt quickly and stick with the trends to ensure optimum and relevant communication is smoothly executed for your business. Here are some key differences in the role that marketing plays for B2B and B2C. Let’s take a crack at it, shall we? ### Buying and decision-making processes The process for B2B and B2C is entirely different in terms of how purchasing happens. For a B2B business, the game lies in finding the right person in an org who has the decision-making powers. For example, if a CTO is the one who needs to give the go-ahead on buying a product, then it’s pointless speaking to a product manager. Identifying the right person (or sometimes, teams) for the decision becomes extremely critical. The sales cycle of B2B is much longer because there are long hierarchies to be followed for approval. This could take weeks, maybe even months. Whereas for B2C, the decision-making lies with the individual; it’s way faster, impulsive and doesn’t require multiple rounds of convincing. ### Campaign Goals With such different sales cycles bring with them different goals to set. B2B is a much longer sales cycle, hence will require multiple touch-points and retargeting. It will be important to have a consistent top-of-mind recall for the decision-maker. In contrast, B2C calls for a flurry of traffic on the website as well as a strong social media game since the decision-making is very quick, and hence a strong impact could lead to an instant sale. ### Keyword Optimization SEO is an important piece to keep your eyes on the prize. B2B keywords are more niche, and specific to the product and company. But B2C keywords could be more generic because the pool is massive and the target audience is vast. ### Content Strategy Now that we’ve established how different the buying patterns are between the two, the strategy used to target the two different groups also varies. To get the best possible results, it’s important to keep experimenting with content, as there’s no dearth of content or strategies. Of course, you’ll have to follow a method of trial and error to know exactly what your audience is looking for and what they’re responding to. A B2B content approach would involve detailed, informative forms of content that match the long-drawn temperament of B2B sales. B2C, however, would require flashy, bite-sized content that can immediately get the attention of the customer and convert into a sale as quickly as possible. Relevancy and relatability take the cake. ### Customer relationships B2B is a long game plan, which requires close interpersonal relationships to be formed for a prolonged and good customer experience. A lot of customizations are possible due to these relationships. It is also a pivotal role because B2B purchases could potentially be bigger and would demand closer attention since maintenance and constant customer support of/for the product could also be a part of the package. B2C, considering the nature of quick purchases, don’t involve consistent touchpoints unless absolutely deemed necessary, or while retargeting the same user for a repurchase. Needs arise if there’s any after-sales service required, or if the customer is unhappy with a product and wants to contact the concerned team. Customer relationships are quite rare for a B2C business. Exceptions could be really small businesses that speak to a very small customer base via Instagram or Whatsapp. ### Product Pricing Pricing depends on the end customer and their purchasing power. B2B customers usually choose monthly billing, as the purchase could last for months or even years. If the trust factor is higher, then a company could opt for annual billing as well, so there’s no hassle of raising [online invoices](https://www.refrens.com/free-online-invoice-generator) every month. Therefore, the pricing can be tailored to keep the customer paying for as long as possible. On the other hand, B2C customers mostly make a one-time purchase, so the main focus is to price the product optimally, taking into account competitors' strategies. ### Acquisition Costs The costs of acquiring B2B customers are significantly higher than B2C, mainly due to the need for extensive marketing campaigns and lengthy sales cycles. However, social media and other short-term campaigns make it easier to capture a B2C audience with much lower spending. Now that we’ve established the different ways in which B2B and B2C are treated, I shall now break down the routes of communication, the notification experiences and how one can create maximum impact with the right kind of effort. B2B * Blog hits: Those who visit the blog pages have already shown interest in reading the material and education you’ve provided. You could try to capitalize on this and send them related content to rope them into the intricacies of your product/service. Writing about very specific topics that add value to businesses could be a good way to engage with teams and individuals alike. * Business page: If someone visited your business page and has dropped off, a small note in the form of an email or push notification might increase engagement and brand recall. * Engagements: Once you’ve captured a lead, it may be worth your time to engage them with announcements, product updates, value adds, discounts etc. Information tailored to them based on their industry will be a great segue into helping them understand the value you can bring to the table. * Pricing page drop-offs: If a user spent time on your website to arrive at the pricing page, then it’s a big show of interest. But also possible that something in the pricing possible didn’t work for them. This could pave the way for a discount, along with a touch of personalization to get hooked back into your product. 💡 For B2B, email and push notifications become the most crucial form of communication. For a B2C business, the journey is more complex and involves engaging with multiple channels. * Awareness: The first step is to let the user find the brand and understand what the product is solving. This is done via PR, online ads, or even word of mouth. * Interest: If a user has been made aware of your product, the next step is to lure them in to find out more about your core offerings. This could be pushing more targeted ads to them with more information, and also through a strong [email marketing plan](https://www.ampliz.com/resources/email-marketing-strategy/). * Contemplation: The gap between interest and actually making the sale might be a short window for B2C. So quickly engaging them with blogs, emails, other [customer testimonials platforms](https://www.feedspace.io/), reviews, etc, could be that nudge they need towards making a decision. * Retention: After the user has considered and completed the purchase, it's time to encourage them to return to your platform and remember your brand. Keep them engaged with emails, newsletters, and blogs. Now is the ideal time to add them to a community (if you have one) or start including them in your push or in-app notifications strategy, depending on what you're selling. Whether you’re running a B2B or a B2C business, communication is going to be the backbone of your business, so ensure you’re deploying the best possible strategies in place for mind-blowing results! --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Push notifications vs in-app notifications: Everything you need to know Author: Rohit Jain Published: 2023-05-03 Category: Articles Meta Title: "Push vs In-App Notifications: Boost User Engagement Effectively" Meta Description: "Discover the key differences between push and in-app notifications, their benefits, and how to strategically use both to enhance user engagement and retention." Tags: Insights, Communication experience, Customer communication URL: https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications [Push notifications](https://docs.fyno.io/docs/push-fyno) are **brief messages sent directly to a user’s mobile device or browser.** Apps typically send these notifications to keep users engaged, inform them of updates, or alert them to timely information. Push notifications appear on the lock screen, ensuring they stand out and are visible to users in real-time. For instance, a news app might send a push notification about breaking news, or an e-commerce app might alert users to a flash sale. Push notifications’ key benefit is their ability to reach users even when they are not actively using the app. This makes them a powerful tool for enhancing user engagement and driving actions like purchases or app re-engagement. According to a 2024 report, the average smartphone user in the U.S. receives 46 push notifications daily, highlighting their pervasive nature in mobile communication strategies. Push notifications typically offer limited interaction options but are highly effective in capturing user attention and drawing them back into the app. Interestingly, the open rate of push notifications is 50% higher than that of [email marketing](https://www.fyno.io/blog/does-email-marketing-still-work), and they boast a click rate that is seven times higher. Additionally, push notifications can increase retention rates by 93%, demonstrating their significant impact on user engagement. Notably, 40% of users interact with the app within one hour of receiving a notification. What are in-app notifications? ------------------------------ [In-app notifications](https://docs.fyno.io/docs/inapp-channel), on the other hand, **are messages that appear within the app while the user is actively using it.** They are designed to enhance the user experience by providing relevant information and guiding user behaviour in real-time through in-app messages and in-app messaging. For example, a fitness app might use in-app notifications to encourage users to complete their daily workouts or track their progress. In-app notifications also play a role in providing real-time alerts and feedback. Unlike push notifications, in-app notifications do not reach users outside the app environment, making them less intrusive but highly contextual and relevant. This type of notification is crucial for providing timely information and fostering user engagement without disrupting their overall app experience. In-app notifications are more interactive, offering users detailed guidance and feedback as they navigate the app. They help users understand how to use app features effectively, ensuring they get the most out of the app. Key differences between push and in-app notifications ----------------------------------------------------- By understanding push and in-app notifications' unique roles and functions, businesses can better strategise their communication efforts to maximise user engagement and retention. Factors Push In - App Delivery Delivered outside the app Delivered within the app Trigger Can be triggered by events that happen outside of the app, such as time-based events, promotions, etc Can be triggered by events within the app such as action-based triggers or updates Opt-ins Requires opt-in Does not require opt-in, sent when the user is active on the app Personalisation Can be personalised with the user's name and other information Can be very specifically tailored to a single action, interest or behaviour within the app Interaction Guides the user to the app Guides the user inside the app Control Managed via the device's settings, can be disabled Cannot be controlled by the user, the decision lies with the product ### Objectives of using push vs in-app notifications The primary objectives of using push and in-app notifications vary based on user engagement levels. Push notifications are ideal for re-engaging inactive users by delivering timely and relevant information even when the app is not open. These messages can include promotions, updates, or reminders to bring users back to the app. On the other hand, in-app notifications target users actively using the app, enhancing their experience by providing real-time updates, guidance, and personalised messages based on user behavior. This helps to increase session time and user satisfaction, making these notifications essential for user onboarding and ongoing engagement. ### Working principles of push vs in-app notifications Push notifications operate through the Operating System Push Notification Service (OSPNS), allowing them to be sent directly to the user's device even when the app is closed. This makes them effective for reaching users instantly on their device’s home screen or notification centre. In contrast, in-app notifications are integrated into the app’s UI and are only visible when the user is actively engaged with the app. This means they can deliver more detailed and contextually relevant messages as part of the app experience. ### Interaction options Push notifications offer limited interaction options due to their brief nature and the requirement for user opt-in. They are designed to prompt immediate actions, such as opening the app or visiting a specific feature. However, their simplicity can limit user engagement. In contrast, in-app notifications provide richer interaction opportunities, as they can include detailed information, interactive elements, and visually appealing designs. A well-designed user interface is crucial for ensuring that in-app notifications are delivered and presented correctly to users. This allows users to engage deeply with the content, making it effective for tutorials, feature announcements, and feedback collection. Benefits of push notifications ------------------------------ ### 1\. Higher engagement rates Push notifications have significantly higher engagement rates than other communication channels. Research shows that they can increase engagement rates by 88%. ### 2\. Increased retention rates By sending timely and relevant messages, businesses can keep users engaged and encourage them to return to the app. Statistics show that app retention rates can increase by 3 to 10 times with the use of retention push notifications. For example, logistics companies use push notifications to update customers about their shipments, ensuring they stay informed and engaged with the service, thus enhancing customer loyalty and retention. ### 3\. Effective for time-sensitive alerts Push notifications are highly effective for delivering time-sensitive alerts and reminders. They ensure that important messages are seen immediately, making them ideal for urgent updates. For example, BFSI companies use push notifications to alert customers about potential fraud or account issues, ensuring prompt action. Similarly, logistics companies notify customers about delivery statuses in real time, which is critical for maintaining trust and reliability in the service. Benefits of in-app notifications -------------------------------- ### 1\. Enhanced user experience In-app notifications significantly enhance the user experience by promoting app usage through timely, relevant information within the app environment. For instance, a banking app can guide users through new features or notify them of important account updates, ensuring they stay informed and engaged. ### 2\. Detailed and interactive options In-app notifications offer detailed and interactive options that are impossible with other notifications. They can include rich media such as images, videos, and clickable buttons to encourage user interaction. For example, a logistics app might use in-app notifications for real-time shipment tracking with interactive maps and status updates. ### 3\. Effective for user navigation In-app notifications are particularly effective for assisting with user navigation within the app. In-app message combined with checklists can provide step-by-step guidance, offering a blend of messaging and to-do list functionality. They can highlight new features or direct users to specific sections. For example, a financial services app could use in-app notifications to guide users through setting up new accounts or using advanced features. **Examples and use cases for push notifications​** -------------------------------------------------- * Payment confirmations and failures * App abandoners * Time-sensitive alerts and reminders * Flash sales, discounts **Examples and use cases for in-app notifications** --------------------------------------------------- * Opt-in request for push notifications * In-app purchases * Features and upgrades * Feedback requests * Transactional progress * Personalized promotions **Which notification should you choose for your business?** ----------------------------------------------------------- Push or in-app? It's Sophie's choice, really! Ideally, a mix of both, depending on the needs of your business and the kind of app you have built. The approximate formula would be to check your engagement rate and then see where it needs a pull-up and, accordingly, deploy a mode of communication there that will rake in better numbers. They each have pros and cons of engaging. Still, as long as you can segment the notifications and send meaningful communications, this table below might help you choose the distribution between the two. Push notification In - app messaging Open rate ~20% ~75% Click- through rate ~28% ~7.4% It's also important to remember that push or in-app notifications, particularly when overdone, can rapidly become a negative experience for the user if it isn't regulated smartly. Next, let's get into the common mistakes you could potentially avoid to chalk up a fail-proof, successful plan. Common mistakes to avoid ------------------------ ### 1\. Overloading users with notifications Overloading users with too many notifications can lead to notification fatigue, which can cause them to disable notifications or uninstall the app altogether. It’s essential to strike a balance and send truly valuable notifications to the user. For example, logistics apps can send real-time shipment updates, but too many redundant messages can frustrate users. ### 2\. Lack of personalisation Personalising notifications based on user behaviour and preferences can significantly improve engagement. Gathering user feedback is crucial for understanding user preferences and struggles, which helps in personalising notifications effectively. Generic notifications often fail to capture the user’s interest. Utilising data such as the user’s current location or previous interactions can help tailor notifications to their needs. ### 3\. Avoiding negative user experience To avoid a negative user experience, sending notifications that add value rather than annoy is crucial. For instance, [abandoned shopping carts](https://fyno.io/blog/are-abandoned-cart-emails-transactional-or-marketing-a-complete-guide-clwp1ahfm000rdn4bm80wvq10) can lead to an annoying flood of notifications, disrupting the user experience and potentially driving users away from the platform altogether. Instead, offering helpful reminders or exclusive discounts can encourage them to complete the purchase. Ensuring notifications are spread out and contextually relevant can prevent user frustration and improve overall satisfaction. How Fyno can help ----------------- ### Streamlining notification management [Fyno](https://www.fyno.io/integrations/fyno-in-app) simplifies the process of managing push and in-app notifications. With its integrated notification suite, businesses can handle all communication channels through a single platform. This unified approach eliminates the need for multiple tools, saving valuable time and resources. For example, [Fyno's automated workflows](https://docs.fyno.io/docs/workflows) can trigger notifications based on user actions, ensuring timely and relevant messages without manual intervention. ### Enhanced user engagement Fyno enhances user engagement by delivering notifications where users are most active, including mobile push notifications that play a crucial role in engaging users. For instance, if a user has set a preference for receiving messages via WhatsApp rather than email, Fyno’s intelligent system adjusts to send notifications accordingly. This targeted approach increases the likelihood of user interaction and reduces the chance of messages being overlooked. Moreover, Fyno supports multiple channels, including web push, SMS, and in-app notifications, providing a comprehensive solution for engaging users across platforms. ### Customization and personalisation Fyno offers extensive customisation and personalisation options for notifications. Businesses can tailor messages’ content, timing, and delivery methods to fit their unique needs. [Fyno’s SDK](https://docs.fyno.io/docs/sdk-fyno-android-push-sdk) allows seamless integration with existing apps, enabling customized notification experiences that align with the app’s design and user preferences. This personalisation level helps deliver more relevant and engaging messages, ultimately enhancing user satisfaction and retention. Conclusion ---------- Choosing between push notifications and in-app notifications is crucial for optimizing user engagement and retention. Depending on your app's specific goals and needs, both types of notifications offer distinct advantages. Push notifications are excellent for re-engaging inactive users and driving them back to the app, while in-app notifications enhance the user experience by guiding users through features and updates within the app. Using both strategically, you can ensure a comprehensive product communication plan that maximizes user interaction and satisfaction. FAQs ---- ### **1\. What are push notifications and how do they work?** Push notifications are brief messages sent directly to a user's mobile device or browser. They work through the Operating System Push Notification Service (OSPNS), allowing them to be sent even when the app is closed. ### **2\. What are in-app notifications and how do they differ from push notifications?** In-app notifications are messages that appear within the app while the user is actively using it. Unlike push notifications, they are less intrusive, provide more detailed and contextually relevant information, and are designed to enhance the user experience in real-time. ### **3\. When should I use push notifications over in-app notifications?** Use push notifications to re-engage inactive users, deliver time-sensitive alerts, and provide updates or reminders even when the app is not open. ### **4\. When are in-app notifications more effective than push notifications?** In-app notifications are more effective for guiding user behaviour within the app, providing real-time updates, and enhancing user experience with detailed and interactive messages. They are particularly useful for user onboarding, feature announcements, and providing feedback. ### **5\. How can push notifications benefit my business?** Push notifications can significantly increase user engagement and retention rates. They have higher open and click rates than email marketing, can drive immediate user actions, and help keep users informed about important updates and promotions. ### **6\. What are some common mistakes to avoid with push and in-app notifications?** Common mistakes include overloading users with too many notifications, sending generic messages without personalization, and failing to provide valuable content. ### **7\. How can Fyno help with managing push and in-app notifications?** Fyno simplifies notification management by providing an integrated platform to handle all communication channels. It offers customisation and personalisation options, supports multiple channels, and ensures timely and relevant message delivery based on user preferences and actions. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Transactional vs. Marketing Notifications: Understanding the Differences and Use-Cases Author: Rohit Jain Published: 2023-05-03 URL: https://www.fyno.io/blog/transactional-vs-marketing-notifications Transactional and marketing messaging can be a tad bit confusing to differentiate sometimes, but some clarity will help you realize it’s actually pretty straightforward. In this post, we dwell on what makes each of these a crucial step for your business, especially if you are available in the digital world. ### What are transactional messages? [Transactional messages](https://www.fyno.io/blog/a-guide-to-transactional-messaging-everything-you-need-to-know-clx4f69o90014aheonz25pfa3) are those that are triggered by an action done by your user. These messages (be it through any channel) are automated, and unique to every user since it’s extremely journey based. The delivery speed here becomes extremely crucial since most events are time-bound. Transactional doesn’t relate only to banking transactions or anything to do with money, but rather that it has to do with informational messaging with the user based on the events they choose to trigger .  Some of the most common use cases of transactional messages: * Order and shipping confirmations * Update on order status * Payment confirmations and invoices * Reminder to make payments/subscriptions * Creating a new account * Welcome emails * Password change or recovery * Cart abandonment * Security alerts * System updates * OTPs * 2-factor authentication ### What are marketing messages? On the other hand, marketing messages are for commercial purposes, sent to many at once, with a generic promotional message. Unlike transactional messages, promotional messages need the user to opt-in to receive them. Marketing messages don’t come with a sense of urgency, and hence see a much lesser open rate than transactional messages across channels. They are not triggered by any event but could be a part of campaigns that the brand chooses to run. Marketing messages also come with the option to unsubscribe. Some of the most common use cases of marketing messages: * ​[Email newsletters](https://www.fyno.io/blog/email-newsletters-best-practices)​ * Promotions, deals and offers * Product announcements and upgrades * Cross-selling * Announcements or invitations * Discounts * Referrals * Event Invitations This distinction is seen most in emails, considering it has the best ROI and many choose this channel to communicate with their users, especially for their promotional and marketing needs. ### Should you separate marketing and transactional messaging? Well, it’s ideal if you do. It might seem like a tedious process at first to segregate messaging between transactional and marketing, but you stand to gain quite a bit once you are done. * Domain reputation: Circling back to emails, a really critical aspect to pay attention to is domain reputation and whether emails don’t end up in spam. Creating sub-domains for transactional and marketing will ensure that the two don’t clash and create an issue for the domain. Usually, when bulk emails are sent, providers flag them down. Marketing emails might be sent in bulk, thereby affecting transactional messages, which are far more important and time-sensitive. * Better deliverability: Separating transactional from marketing requires separate domain maintenance, which means that the deliverability for both cohorts will be higher. On the flip side, if, for any reason, a marketing campaign did not rake in positive numbers, then it doesn’t have any bearing on the transactional messages going out either. * Improving customer experience: For the end user, transactional emails might take up a higher priority than marketing. If the two aren’t kept separate, then an overlap might lead to a disgruntled experience for the customer. For example, if a user was looking to reset their password, and the email ends up in the promotions folder on Gmail because it wasn’t correctly differentiated, then the user might not be able to locate it, leading to chaos. Whereas if the distinction had been clear, the password reset message will land in the primary inbox, quickly solving the issue for the user. This leads to a good user experience and eventually also extends to brand loyalty. ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64525b2ba359ff32ae86a5f1blogpercent20banner1175x7203-1707991187600-original.png) In conclusion, Both transactional and marketing are extremely important in different ways and add value to the business. It’s also very valuable to the business to focus on both individually, and together, such that ultimately, the end user’s experience is kept in mind. At Fyno, you can easily trigger all your transactional notifications across channels. Looking to get started? Speak to us for an expert consultation to understand how we can help scale your business. See you in the next, Team Fyno --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Notification glossary: Essential terms you need to know Author: Rohit Jain Published: 2023-04-10 Category: Articles Meta Title: Essential Glossary for Notification Systems Meta Description: Discover key terms for building an effective notification system. Learn about APIs, push notifications, integrations, and more for better communication Tags: Communication experience, Customer communication URL: https://www.fyno.io/blog/notification-glossary-what-you-should-know The world of notifications is large and complex. If you're new to building one, here's a starter kit with a set of glossary terms you should get acquainted with before laying the foundation for setting up a system. ![Notification glossary for Fyno](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/fynos-blog-image-382-1708338354063-compressed.png) API key ------- ​[An API (Application Programming Interface) key](https://docs.fyno.io/docs/api-keys) is a code used to **identify** and **authenticate** an application or user. It provides a secret token to help with authentication. API keys allow software programs to communicate, share data, and integrate their functionalities. API keys can be used for user authentication and authorization depending on the product's nature. ### You would need a notification API key at two levels 1. To integrate Fyno with your provider (for example, Twilio) 2. To integrate your application with Fyno (to send notifications directly) Integrations ------------ [Integrations](https://docs.fyno.io/docs/integrations-introduction) are additions of service providers to your platform, so you can easily trigger notifications at your convenience. It's quite tedious to integrate an API from every provider individually. It's far easier to use a tool that allows you to integrate multiple service providers to run different campaign parts for you. For example, you might need a different integration for SMS, a different one for WhatsApp or email, etc. > 💡 Using a comms engine like Fyno also gives you the access to integrate multiple providers at once, thereby saving big on money as well as engineering effort. Push notifications ------------------ ​[Push notifications](https://docs.fyno.io/docs/push-fyno) are pop-up messages from mobile apps on the user’s device, even if the app isn’t open. They’re two-pronged - can be on the web or mobile. However, mobile has proven to be far more effective than the web. The primary reason to use push notifications is to get users’ attention to promotions, updates, reminders, etc. Essentially, a push notification has a title, body copy, the capability of attaching an image/video or a URL, and an instant CTA. To understand how push notifications work, it's important to know the technical mechanics behind their implementation, including the registration process with operating system services, the use of unique identifiers for targeted messaging, and the importance of user preferences. There are various types of push notifications, such as mobile app push notifications, which can be single or double opt-in, and they can be personalized and segmented to enhance user engagement. Push notifications are a powerful way to **connect** and **reconnect** with the end user. They help increase visibility and engagement, drive conversions, help retention, and scale businesses. Organizations create push notifications tailored to specific customer needs, highlighting their effectiveness in various industries such as finance, health, and hospitality. ### **Mobile push notifications** Mobile Push Notifications are messages sent directly to a user’s mobile device through apps. These notifications appear on the user’s home screen or notification centre, even when the app is not open. Android users have unique control over notifications, such as setting priorities, grouping notifications, and managing how notifications appear. They are a powerful tool for driving user engagement, as they allow you to deliver instant updates, reminders, and personalized content to users, keeping them connected to your app. Mobile push notifications can include text, images, videos, and interactive elements like buttons, making them versatile for various use cases such as marketing campaigns, transactional alerts, or user engagement efforts. These notifications can be viewed directly from the lock screen, providing immediate access even when the user is not actively using the app. Properly implemented, mobile push notifications can significantly enhance user retention and drive app usage. ### **Rich push notifications** Rich Push Notifications are an advanced form of push notifications that include multimedia elements such as images, videos, GIFs, and interactive buttons. These notifications go beyond simple text alerts, allowing businesses to deliver more engaging and visually appealing messages. For example, a retail app might send a rich push notification with a clickable image of a new product, or a news app might include a video snippet of breaking news. Including rich media can significantly increase the effectiveness of push notifications by capturing the user’s attention and encouraging interaction, whether that’s clicking a link, making a purchase, or watching a video. ### **Push token** A Push Token is a unique identifier assigned to a user's device or browser when they opt-in to receive push notifications from an application. This token acts as the address to which push notifications are sent. Each device or browser has its own push token, which ensures that notifications are delivered to the correct user. Push tokens are generated and managed by the push notification service provider (e.g., Apple Push Notification Service for iOS devices, Firebase Cloud Messaging for Android). Managing and storing push tokens securely is crucial for maintaining the integrity of your notification system and ensuring that your messages reach their intended recipients. ### **Push API** The Push API is a web standard that enables web applications to receive push notifications from a server, even when the application is not active or open in the user’s browser. This API works in conjunction with Service Workers, allowing notifications to be delivered asynchronously and displayed to the user in real-time. The Push API is particularly useful for web applications that need to maintain a constant line of communication with users, such as news sites, social media platforms, or e-commerce websites. By implementing the Push API, developers can enhance user engagement by delivering timely, relevant updates that keep users informed and connected to the web application. ### In-app notifications Known as a close cousin of Push, [in-app notifications](https://www.fyno.io/blog/differentiate-between-push-and-in-app-notifications) are, as the name suggests, notifications that pop up while the user is active on the mobile app. They differ from Push in that in-app notifications guide the user **within** the app, while push brings the user to the app. Depending on the product's design aesthetics, these notifications can be full-screen or smaller overlays. In-app notifications also help hold the user's attention but can be disturbing if overused. So, it's extremely important to **selectively target, schedule, and notify users**. The content of in-app notifications can vary, from asking users to rate the app to getting users' consent to enable push notifications to guides on using the product better.‍ Channels -------- They are communication vehicles that span SMS, email, instant messaging, voice, etc., with content that includes text, imagery, videos, gifs, and other such media. Choosing the right channel for your communication is crucial. For example, something urgent could be sent via SMS so the user is immediately alerted, but something lower on priority could be sent via email. Depending on the content of the notification, the appropriate channel should be chosen.‍ **Technical components** ------------------------ ### **Service worker** A service worker is a script that runs in the background of your web application, allowing it to intercept network requests, cache resources, and handle push notifications even when the web page is not open. It’s essential for enabling features like offline access and background syncs, making it a key component for delivering web push notifications. ### **Service-worker registration** Service-worker registration refers to the process of registering a service worker with your web application. This registration allows the service worker to manage push subscriptions, ensuring that the application can receive and display notifications to the user anytime. It’s the first step in setting up push notifications on the web. ### **Notification payload** A notification payload is the data sent from the server to the client’s device or browser when triggering a push notification. This payload includes all the information needed to display the notification, such as the title, body text, icon, and any action buttons. It’s the content that the user ultimately sees when they receive a notification. ### **VAPID (Voluntary Application Server Identification)** VAPID is a protocol that provides a way to authenticate push messages sent from your server to the user’s browser. It helps ensure that the push notifications are coming from a trusted source, enhancing the security of the communication between your server and the user’s device. ### **Server key** A server key is a unique credential your server uses to authenticate and send push notifications to users. It ensures that the messages are securely delivered to the correct recipients, maintaining the integrity and reliability of your notification system. ### Routing This refers to **building an algorithm** to intuitively determine the most appropriate service provider to service your notification request. After integrating multiple providers into your system, how do you figure out **which** provider should trigger the notification and **how**? That's when [routing](https://docs.fyno.io/docs/routing-introduction) comes into the picture. Just because you've integrated providers for different channels like SMS, email, WhatsApp, slack, etc, doesn't mean you need to use all of them simultaneously, and neither should one provider carry a heavy load. Routing acts as the load balancer.‍ ### Events An [event](https://docs.fyno.io/docs/event-creation) is a superset that encapsulates templates, the channels it should engage, and the route or provider the notification should use. This is handy if your notification ecosystem has become more complex, with more than 2 service providers or channels. Events are mainly designed to reduce engineers' workloads. **Campaign Management** ----------------------- ### Campaign reports As the name suggests, it's important to see how a campaign worked or didn't so you can use the insights to plan your future projects. Conversion analytics helps you set campaign benchmarks and determine how well your notifications perform.‍ ### **Click through rat**_e (CTR)_ Click Through Rate (CTR) is a metric that measures the percentage of users who click on a link within a notification compared to the total number of notifications sent. It’s an essential indicator of how engaging and relevant your notifications are to your audience. ### **Delivery rate** Delivery Rate refers to the percentage of notifications that are successfully delivered to users' devices or browsers. A high delivery rate indicates that your notification infrastructure is reliable, ensuring that your messages reach your audience as intended. ### **Subscriber acquisition report** A subscriber acquisition report tracks the number of new users who have opted in to receive notifications over a specific period. This report helps you understand the growth of your notification audience and the effectiveness of your strategies to attract and retain subscribers. ### **User profiling** User Profiling involves collecting and analyzing data about your users to create detailed profiles. These profiles help you personalize notifications, making them more relevant and increasing the likelihood of engagement by delivering content that resonates with individual users. ### **Segmentation** Segmentation is the practice of dividing your audience into distinct groups based on characteristics such as behaviour, demographics, or preferences. By targeting notifications to specific segments, you can increase relevance and effectiveness, ensuring that each user group receives content tailored to their needs. **Security and privacy** ------------------------ ### **Encryption** Encryption is the process of converting notification data into a secure format that can only be read by the intended recipient. This ensures that the content of your notifications remains confidential and protected from unauthorized access during transmission. ### **User keys** User keys are unique identifiers used to encrypt and decrypt notification data for individual users. They play a crucial role in maintaining the privacy and security of user information, ensuring that notifications are securely delivered and accessible only to the intended user. ### **Opt-in/opt-out management** Opt-in/opt-out management involves tracking and managing user preferences for receiving notifications. This ensures that users have control over whether they receive notifications and that your notification practices comply with privacy regulations like GDPR. ### **Compliance considerations** Compliance considerations refer to the legal and regulatory requirements that govern how notifications are sent, such as GDPR in the European Union. Ensuring compliance involves adhering to guidelines on user consent, data protection, and the secure handling of user information. **Advanced concepts** --------------------- ### **Geo-tagging** Geo-tagging is the practice of adding location data to notifications, allowing you to customize the content based on where the user is located. This can be used to send relevant location-based offers, alerts, or updates, enhancing the relevance and timeliness of your notifications. ### **Deep linking** Deep linking refers to the technique of linking a notification directly to a specific page or section within an app. This lets users quickly access relevant content or perform specific actions within the app, improving the overall user experience. ### **Time to live (TTL)** Time to live (TTL) is when a notification remains valid after being sent. If the notification is not delivered within this time frame, it will expire and not be sent to the user. Managing TTL is important for ensuring that notifications are timely and relevant. Conclusion ---------- That's broadly it, folks! Understanding each of these terms will give you an overarching view of a notification system and what makes it the smooth engine it is. We hope this was helpful. Stay tuned for lots more from us very soon. FAQs ---- ### **1\. What is an API key, and why do I need it?** An API key is a unique code used to authenticate and identify applications or users when interacting with other software programs. It’s essential for enabling secure communication and data sharing between different platforms. ### **2\. How do integrations help in managing notifications?** Integrations allow you to connect multiple service providers to your platform, simplifying the process of sending notifications across different channels like SMS, email, and WhatsApp without needing to integrate each provider individually. ### **3\. What are push notifications, and how do they work?** Push notifications are messages that pop up on a user’s device, even if the app isn’t open. They can appear on mobile devices or web browsers and are used to capture users’ attention with updates, reminders, or promotions. On Android devices, push notifications have unique challenges and functionalities, such as the need for users to opt out of notifications manually and the variability in rich media availability based on device updates. ### **4\. What is a push token, and how is it used?** A Push Token is a unique identifier for a user’s device or browser. It ensures that push notifications are delivered to the correct recipient. The push notification service provider generates it, which is essential for accurate notification delivery. ### **5\. What’s the difference between regular push notifications and rich push notifications?** Regular push notifications contain only text, while rich push notifications include multimedia elements like images, videos, or interactive buttons, making them more engaging and effective in capturing user attention. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Does email marketing remain effective and relevant in 2024? Author: Rohit Jain Published: 2023-04-10 Category: Articles Meta Title: "Email Marketing in 2024: Still Effective and Valuable?" Meta Description: "Discover why email marketing remains a powerful tool in 2024. Learn about its benefits, ROI, and how automation and AI enhance its effectiveness." Tags: Insights, Communication experience, Customer communication URL: https://www.fyno.io/blog/does-email-marketing-still-work Digital marketing has boomed in the past few years, leaving modern digital marketers wondering which channel to use. With a plethora of options to choose from, one might ask, "Does email marketing work?" Despite the rise of other digital marketing channels, email marketing can still be highly effective when tailored to the audience's interests and when marketers avoid overwhelming subscribers with excessive emails. Now, with a resounding YES, we’re set to dive deep into understanding the world of email marketing and what it entails. ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64344e0812679371e45f369863a048037670a10a085076d573kbu0-1707991197493-original.jpeg) What is email marketing? ------------------------ Email marketing is a powerful digital marketing strategy businesses use to **send emails to prospects and customers.** Effective email marketing converts prospects into customers and turns one-time buyers into loyal, raving fans. For email marketers, this strategy revolves around sending emails and developing relationships with prospects and customers. It’s a crucial part of a comprehensive marketing strategy due to its effectiveness in driving conversions and building brand loyalty. Reliable deliverability ensures emails reach subscribers' inboxes, and effective segmentation can significantly improve engagement and revenue outcomes. **Why does email marketing remain effective?** ---------------------------------------------- 1. **Direct access to target audience:** The success of email marketing lies in its effectiveness despite the rise of other digital marketing channels. Email marketing allows businesses to segment their audiences and tailor messages to meet the interests of different demographics. 2. **Improved conversion rates:** Companies using targeted email campaigns report significant conversions. 3. **Low cost with high ROI:** Email marketing is known for its low cost and high return on investment. Businesses can reach a large number of consumers at a rate of nearly nothing per message. 4. **Analytics and optimisation:** Advanced email marketing tools allow businesses to track open rates, click-through rates, and conversions, allowing them to measure success and optimise future campaigns effectively. **Key benefits of email marketing campaigns** --------------------------------------------- ### **It's a part of everyday life** When was the last time you checked your email? Almost every day, right? Between your mobile devices, laptop, and tablet, emails have become part and parcel of every device. ### Has higher conversion rates and email marketing ROI Email has steadily shown a higher conversion rate than other online marketing strategies because there is a lot of potential to drive users towards a buying decision. ### **Cost-effectiveness** Compared to traditional print and media, email is much cheaper and also provides better returns. Utilising email marketing templates can significantly reduce costs while developing stellar content and designs for emails and newsletters. Plus, you can take the traditional concept to digital in email marketing, using [editable flyer templates](https://designwiz.com/flyer/templates/) and share via email to reach a wider audience, driving engagement according to your need ### **Tracking capabilities** Email open rates, CTRs, and conversion rates are all easily measurable with the right email marketing tool, which makes it easy to plan campaigns and understand their exact impact. ### **Segmentation email lists** Persona differentiation and geographical segmentation allow businesses to personalize communication to the tee, keeping communication crisp and relevant to the end user. Integrating an [email verifier](https://www.smartlead.ai/email-verifier) into this approach ensures accurate targeting, while the right email service providers offer advanced tools for segmentation and personalization. Together, these strategies can boost both sales and customer retention by delivering highly relevant content to verified audiences. ### **Automation** Email marketing allows for a lot of automation, which frees up your time to focus on other email tactics like detailed newsletters, etc. Starting from a welcome email, mapping your user’s journey on your website, and sending them targeted messaging based on their behaviour can help deliver a very positive user experience without unnecessary clutter and spam. Automation tools, like autoresponders, play a crucial role in developing successful email marketing campaigns by facilitating personalised communication and streamlining the marketing process. ### **Using lead magnets and signup forms** Lead magnets are essential tools in email marketing, designed to attract potential customers by offering something valuable in exchange for their email address. Whether it’s a free ebook, a webinar, or exclusive access to a product launch, these incentives can effectively grow your email list with quality subscribers who are likely interested in what you offer. Integrating signup forms on your website, social media platforms, or even within articles ensures that there’s always a clear path to connect deeper whenever potential customers interact with your brand. Additionally, having a clear CTA (call to action) in these forms directs the reader to specific actions, making it easier to convert interest into engagement. ### Importance of Email List Hygiene and managing bounce rate Maintaining your email list’s health is crucial for your marketing efforts’ success. Regularly cleaning your email list ensures you send messages to engaged and interested users. This practice improves deliverability rates by reducing bounces, as internet service providers (ISPs) are more likely to flag bulk emails as spam if sent from personal email accounts rather than dedicated email service providers. It also helps segment the list to tailor the communication based on user behaviour and preferences. Impact of marketing automation and AI ------------------------------------- 1. **Automation efficiency**: Marketing automation tools have revolutionised email marketing by allowing for real-time content customization and scheduling, reducing manual effort, and increasing campaign effectiveness. 2. **Predictive analysis**: AI enhances this by predicting the best times to send emails and suggesting content modifications based on user engagement patterns, significantly improving open and click-through rates. 3. **Personalisation at scale**: With AI, emails are not just personalised but contextualised, making them relevant to the user's current needs and actions. **Emails are the fulcrum of your communication seesaw** ------------------------------------------------------- From user journeys to product updates, [transactional email](https://www.fyno.io/blog/what-is-a-transactional-email-and-why-is-it-important-clwrjc8eb000tr5g3t1lcqb3l) and other transactional messages to full-fledged campaigns, festivals, and so much more, marketing emails are the main communication vehicle. Another major advantage of sending emails is that they stay in the inbox until deleted and can be found again, unlike other notifications or social media updates, which might not be retrievable again. Three fundamental rules will help you quickly improve your email marketing strategy. 1. A really creative subject line 2. Lower bounce rates with good-quality content 3. Powerful CTAs that add value to the end user ‍**Email marketing ROI** Email marketing ROI typically refers to the money spent on an email campaign and the returns. Investments in the email include collating high-quality content, collecting an email list, creating targeted email campaigns and the like.‍ ![undefined](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/64344e08126793ea995f369363a0490ebbab0a27c972fc4bwhypercent2520dopercent2520emailspercent2520work-1707991197872-original.png) Source: www.wordstream.com For example, if your campaign earned $1000 after spending $100 on development, you would have an ROI of $9. Essentially, this means that for every dollar you spend on the campaign, you’ve earned a return of $9. However, no “good ROI” would fit as a template for any business. It depends on the metrics you wish to track for the campaign. A big business might have a lower ROI than a small business, purely owing to scale. Email is a common and useful tool for businesses to operate on and keep their users engaged. That’s why it’s a big part of Fyno as well: to empower PMs to leverage the power of email marketing to optimise the best possible results. Conclusion ---------- In conclusion, despite the rise of numerous digital marketing channels, email marketing provides significant value through its ability to drive conversions and deliver measurable results. By effectively utilising segmentation, automation, and personalisation, businesses can ensure that their email marketing efforts remain both cost-effective and impactful, ultimately nurturing leads into loyal customers. FAQs ---- ### 1\. **Does email marketing still work?** Yes, email marketing remains effective because it allows businesses to reach and engage their target audience directly, leading to higher conversion rates and a strong return on investment (ROI). ### 2\. **What is email marketing?** Email marketing is a digital strategy where businesses send emails to prospects and customers to build relationships, drive sales, and enhance brand loyalty. An effective email marketing campaign involves developing tailored emails that connect with the audience, drive sales, create value for subscribers, and maintain customer engagement, ultimately leading to better outcomes and return on investment (ROI). ### Why is email marketing strategy important for businesses? Email marketing is important because it offers direct access to your audience, allows for targeted messaging, and delivers a high return on investment, making it a key component of a successful marketing strategy. ### 4\. **What are the key benefits of email marketing?** The key benefits of email marketing include its cost-effectiveness, high conversion rates, ability to segment audiences, and the capacity to track and optimize campaigns through detailed analytics. Additionally, email marketing revenue highlights the significant financial impact of well-executed email campaigns, showcasing impressive ROI and substantial revenue generation, particularly through personalized and automated emails that cater to user behaviour. ### 5\. **How does email marketing compare to other marketing channels?** One critical element that contributes to the effectiveness of email marketing is the email subject line. A well-crafted email subject line can significantly influence open rates and overall engagement. ### 6\. **Can email marketing be automated?** Yes, email marketing can be automated. This allows businesses to send personalized and timely messages based on user behaviour, which enhances the overall customer experience. ### 7\. **What is the role of AI in email marketing?** AI plays a significant role in email marketing by optimizing send times, personalizing content at scale, and predicting user behaviour to improve open and click-through rates. --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Introduction to Fyno Author: Rohit Jain Published: 2023-04-10 Category: Articles Tags: Customer communication, Solutions URL: https://www.fyno.io/blog/introduction-to-fyno ![What is fyno?](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/fyn-1708337222891-compressed.png) While a portion of the internet might be at loggerheads in the rather heated debate of SaaS Build vs Buy, we’ve taken a comfortable seat on the side of the latter, and with good reason. We live in an age where digitalisation has seeped into every aspect of life. In the 7 minutes that it will take you to read this blog, you’d receive roughly about 2 notifications on your phone on an average, yes? A single touch of a button on a notification can lead to so many options for the end user to choose from, making it an extremely crucial mode of communication for you and your brand. And that’s where we come in! Introducing to you, [Fyno](#https://www.fyno.io/) - Fire Your Notifications. An integrated notification suite that houses all your needs under one roof. But before we get into what Fyno does, and the abundance of potential that this space holds, let’s dial it back and see the journey of a brand creating a notification for its user. * Message sender: Who is sending it? * Message recipient: Who is receiving it? * Message time and environment: When is it to be sent, and where? * Message channel: What are the platforms that the user has signed up for? * Message content: What is the message the user is receiving? * Message CTA: Where does the message land the user/how does it help the user?‍ > 📢 Now, read that again. A common thread among all the above conditions to be considered before triggering a single notification is that it’s a complex mix of multiple **_users_**, across different **_channels_**, spanning different **_geographies_** and with varying **_needs._** For a company to get their hands dirty in building an in-house structure to support notifications, the work is immense. Engineers spend precious hours writing code to build and develop an infrastructure that can trigger notifications, emails, SMS and more, at the right time, and to the right users. This will require 30+ hours a week of effort to begin with. Before you know it, your engineers have spent 100s of hours building something that isn’t core to your business. You’re building a brand/product to add value to your customers, but how you choose to do that _won’t matter_ to them as long as you deliver. But focussing efforts into building a tedious infrastructure like notifications (in this case) can take away a lot of the time and effort that could have instead be spent on bettering your product. This is not to say that Build has no pros. If you’re looking for an extremely unique personalisation, it might be the route you want embark on. But in the long run, this allocation of time and resources could bear immense cost. Not to forget that every time you decide to change features, correct errors, or upgrade to a better version, your engineering team will need to find bandwidth to implement those changes, thus taking up more time. > _Timothy Campos, Ex-Facebook said, “When you begin a project, the software that you are “going to build” always looks better than the software someone else already has because you haven’t yet run into the limitations that inevitably show up in software engineering.”_ Keeping this problem statement in mind, we’ve come up with a simple solution that’s created_for_ your engineers, _by_ our engineers A communication engine that fires your notifications intelligently across channels, at the stipulated time and place. The best part for you - no code required! Use a single API key that we can generate for you, to integrate into your existing service providers. Sit back and let our algorithm take care of the rest for you. When we say intelligent, here’s what it translates into. If a user is more active on Whatsapp than email, for example, then we curate the notification to reach them on Whatsapp, and not email, where they’ve shown in the past to be completely unresponsive. How does this help you? It reduces bombarding your user with information (sometimes even the same messaging across platforms) and helps you target only relevant information to them on platforms that they’re comfortable using. Think of it like a pizza. Imagine making every part of the pizza from scratch. You precariously knead the dough and let it rise, prep the sauce to the right tanginess, roll out the dough, grate the cheese all over the pizza, and it takes you a whole evening. You pop the pizza into the oven, and can’t be sure of how it’s going to turn out. A single step going amiss could result in an unsatisfactory meal. Easier to order a well baked pizza from a chef, right? We’re working hard to ensure your engineering team needn’t worry about a notification infrastructure. But if you’re left dreaming of a delicious pizza right now, then we’re to blame. Stay tuned to many more product updates, team goofiness, engineering troubles and other such fun things that make up our life here. See you in our next post, Team Fyno --- This blog is powered by Superblog. Visit https://superblog.ai to know more. --- ## Leveraging notifications for logistics Author: Rohit Jain Published: 2023-04-10 Category: Articles Tags: Logistics & Supply Chain URL: https://www.fyno.io/blog/leveraging-notifications-for-logistics ![Notifications in logistics tech](https://superblog.supercdn.cloud/site_cuid_clsli1s4n0010sbt4d6ctqt47/images/notifications-in-logistics-1708337106380-compressed.jpg) Contents * [](#) * [Introduction](#introduction) * [How do notifications play out in the logistics sector?](#how-do-notifications-play-out-in-the-logistics-sector) * [Transparency:](#transparency) * [Disaster management:](#disaster-management) * [Inexpensive:](#inexpensive) * [🧨 At Fyno, this is what we’re building to ensure that you can focus on your business, while we’ll take care of your notification needs!‍](#at-fyno-this-is-what-were-building-to-ensure-that-you-can-focus-on-your-business-while-well-take-care-of-your-notification-needs) Introduction ------------ Logistics today has brought borders closer and helped in making the world more accessible in many ways. Granted how almost every business uses logistics in some form or the other, communication becomes the backbone to ensure that operations are smooth. Vendors, logistics providers, warehouse managers, drivers, and users - are all heavily dependent on communication to know the status of their goods and services. Like many other industries, the transportation and logistics sector is also changing gears and inching towards digital to help build and scale companies to improve efficiency, and speed and simplify processes that were previously time-consuming.‍ Digitalisation also reduces human error to a large extent. Considering the vast number of stakeholders and the volume of communications that need to be sent out, notifications become primary.   How do notifications play out in the logistics sector? ------------------------------------------------------ ### Transparency: Real-time updates help all the related stakeholders to know the exact status of a consignment, lessening the burden of confusion. ### Disaster management: Helps with tracking delays and other issues, which makes it easy for the customer as well as the company to plan for such contingencies and prepare for such unprecedented issues. ### Inexpensive: As opposed to phone calls, SMS is far cheaper for any business to communicate delivery updates. Receiving silent notifications instead of a phone call also contributes to customer satisfaction in the process. ### Data logs: Since every order is logged step by step, the inefficiencies can be fixed much faster than before, thereby helping every business better its processes. Now, let’s look at a few use cases where communication is being used extensively by the different stakeholders involved. Right from the order placed to the order delivered, the entire journey of a commodity is documented and communicated via notifications. How convenient, right? * Delivery confirmations or the option to reschedule if the user isn’t available * Tracking information with a tracking link- Feedback for deliveries via text or survey links * Alerts for deals, sales or anything promotional- Payment confirmations, reminders or failures * Any delays in deliveries or early arrivals, schedule changes or cancellations * Inventory management communicated to staff/internal teams * Delivery details sent to drivers/delivery persons We’ve listed down only a few, but this list could go very long depending on the scale of the business at hand. To handle such a load, as well as ensure that it’s timely and effective, it’s far easier for an org to deploy an integrated suite to handle all notifications as opposed to building out an infrastructure in-house. Turn your logistical nightmares into dreams! ### 🧨 At Fyno, this is what we’re building to ensure that you can focus on your business, while we’ll take care of your notification needs!‍ See you in the next, Team Fyno --- This blog is powered by Superblog. Visit https://superblog.ai to know more. ---