Q: Who is Customer Contact Solutions?

A: Customer Contact Solutions was established in 2006 in London, Ontario. We specialize in helping businesses create a permission based mobile list of their clients and offer a full service program that keeps you in touch with your customers in between visits on a regular basis.


Q: How much time is involved for my staff and I to participate in this program?

A: We are a full service company which means minimal effort is involved on your part. We will ask for your input as far as the messages you want to communicate to your client base and the timing of these messages... We do the rest!

Q: Can’t I do this myself? I know how to send a Text Message.

A: Sending a single text message if very different than group messages. The problem is the time involved in collecting customer information and mobile numbers. “Cleansing the data”, entering the data into appropriate databases, sending out the “Welcome” texts (only to the new members), designing customized text campaigns specific to your business, removing customers who have “opted-out” of your list, managing "bounce-back" numbers, maintaining relationships with Mobile Providers so they know the text messages being sent are NOT spam, staying current with anti-spam legislation, etc ...

You got into business to specialize in your own products and services. Let us take care of legal, graphics and design of a professional email program.

Q: What do I get with the service?

A: Customer Contact Solutions offers a full service program. Click Here to Learn More


Q: Can I get out of the contract at any time?

A: Of Course. Our whole program is about building relationships. Simply give us 60 days notice so we have time to remove your Members from our databases and allows any open campaigns to wrap-up and Members to unsubscribe if wanted.

Q: Isn’t this considered “spam” texts? Won’t my customers resent getting these text messages?

A: Absolutely not. Spam is unwanted and often misleading email. The only people on YOUR list have specifically decided to join YOUR membership list (i.e. they have "opted-in"). They already like your business or they would not have decided to join your list. They want to hear from you and benefit from news, promotions and specials from your business.

Q: Well if this is so good... Why not send a message every day?

A: Your customers like your business. That is why they joined your Mobile Club in the first place. Nobody wants to have their phones bombarded with too many text messages from anyone. Approximately 1-2 text messages a week is the recommended communication. That will be frequent enough to keep your business in mind but not so frequent that they will be annoyed and opt-out of your list.

Q: Who owns the list of my Members?

A: Your list of customers is exactly that; YOURS. If you ever decide to discontinue the service (and assuming your account is current), Customer Contact Solutions will provide to you your entire database immediately. You are also welcome to receive your database anytime you like if you need it for other reasons during the time that we are working together.

Q: What kind of results can I expect?

A: There are many, many variables and results will vary depending on the size of your list, the time of year, type of business, location, competition etc… Industry average open rates are approximately in the 95% range. The key is the quality of the incentives and the quality of the list you build.


Q: How often can I change the messages that are sent out?

A: A good “Welcome” message rarely needs to be changed since your customers will only see it once (soon after joining). Your text messages should be changed every time they are sent out.

Q: How often do I have to talk to or meet with my Account Manager?

A: Most communications can be done via email or phone which usually saves time for everyone. Ideally, several campaigns are designed and scheduled several months in advance. This reduces your headaches and ensures the campaigns are consistent and well planned for the best impact.
In the beginning, you will spend more time with your Account Manager as your staff are trained and to plan various campaigns. After everything is set up, minimal time is required.

Q: Will the text message look like it is coming from my business or Customer Contact Solutions?

A: The text will appear to be coming from your business. Your details are included in each and every campaign. There is NO co-branding with Customer Contact Solutions.

Q: Is it possible to include photos of myself, the business or certain products in the text message campaigns?

A: Absolutely. The original message that gets sent is text only but can have links that go to a mobile web page where the possibilities are endless.

Q: How much time does it take for my customers to receive a new message after it has been created.

A: For maximum benefit, it is best to plan the next campaign as early as possible. Ideally, they are planned a week in advance. At the same time, a new message can be created, refined, approved and sent within 6 hours if needed.

Q: What does this service cost?

A: The program is $39 per month. This fee includes an account manager that will manage your full service program on a daily basis as well the hosting, management and maintenance of your database. There is also a fee of 7.9 cents per outgoing text message. Incoming text messages are no charge.

Q: But are there any hidden charges or set-up fees?

A: There are no hidden charges. We do have many other a la carte services that you can take advantage of that are just as easy and affordable if you choose.

Q: What is my expected R.O.I ?

A: This is different for everyone but industry average is 10:1. This means that for every dollar you spend you should receive $10 back. Many of our clients are above or below these averages but it strictly depends on the quality of your list and the incentive being offered.

Q: What is the best way to increase the size of my database ?

A: You and your staff should invite customers to become E-Club members at each encounter. This is CRITICAL. The best time to do this is when the customer is paying for your product or service. Also, Customer Contact Solutions will provide to you a link to include on your website to allow your customers to sign-up for your E-Club even while you are sleeping.

Q: What should I tell customers to encourage them to join my E-Club?

A: Tell your customer that you’d like to contact them about specials, events hosted by your business, money saving coupons and give them a gift on their birthday. Make sure they know that their privacy is very important and the information will be protected and not shared. They should expect no more than 1-2 emails a month and can remove themselves from the database at any time.

Q: Do customers really sign up to become an E-Club member?

A: Yes. They like your establishment (otherwise, they would not be your customers!) and they want to hear from you. It is not uncommon to have 2,000 customers sign up per year, regardless of the type of business you run.

Q: I have some emails from customers already. Can we use these?

A: Assuming you have explicit permission to contact them via email, yes. We will add these to your list. If in doubt, we can send out an email asking for their permission to contact them moving forward.

Q: How will I know how many members are on my list?

A: Customer Contact Solutions will provide you with Monthly Success Reports after each campaign that will tell you the number of customers on your list, the number of customers who opened the email, number who unsubscribed, links clicked, etc.

Q: What does an “unsubscribed member” mean?

A: Each email received gives the person the opportunity to choose to NOT receive any more messages. Law requires this. Customer Contact Solutions will remove them from your list if asked.