Every opt-out is a customer you can no longer reach by SMS. A few opt-outs are normal; a spike means something is wrong. These eight habits keep people subscribed.
1. Set expectations at sign-up
Tell people what they’ll get and how often — then stick to it.
2. Send less, not more
Daily promotions are the fastest route to STOP. For most businesses, two to four marketing messages a month is plenty.
3. Segment
Don’t send a Nairobi offer to Mombasa customers, or baby products to everyone. Relevance is the biggest lever you have.
4. Make every message worth reading
A real discount, useful information or early access — not “Visit us today!”.
5. Send at sensible times
Late-night promotions annoy people. See scheduling tips.
6. Use a recognisable sender ID
Messages from an unfamiliar name feel like spam. Use your brand — see sender IDs.
7. Personalise
Use the customer’s name and reference what they bought.
8. Watch opt-outs per campaign
Compare opt-outs across campaigns. If one message caused a spike, find out why before the next send.
Always honour STOP
Process opt-outs promptly and never re-add those numbers. It’s required under Kenya’s Data Protection Act and protects your sender reputation.
Related: building an opt-in list and SMS templates.
Get started
Create a Connect Media account — SMS from KES 1.0, no minimum top-up, credit that never expires, and one account for Safaricom, Airtel and Telkom. Call +254 707 339 945 or email info@connectmedia.co.ke.
