How to Create Effective Opt-Out Text Messages: Templates and Tips
06 August 2024
Philip Portman
Are you hesitating to subscribe to SMS notifications? Umm.. you are not alone! Many customers feel the same because they fear that it's impossible to unsubscribe once they provide a number! It's a MYTH. Do you know why such a myth arises in the first place? This is because of the complicated opt-out text message process followed by businesses.
Just like explicitly taking consent, known as the opt-in process, it is vital to ensure your users have an easy way of opting out if they don't want to be a part of your business communication.
If you are wondering how to create effective opt-out messages, this blog is for you. Keep reading! Let's first start with the definition of opt-out text messages.
What is an Opt-Out Text Message? What is its Role in Text Messaging?
Opt out = to choose not to be involved. Regarding SMS marketing, opt-out means a subscriber doesn't want to receive any updates or promotional messages from your business. They can use words like OPT-OUT, STOP, END, QUIT, STOP ALL and CANCEL to opt out of the SMS subscriber list.
Giving your customers an opt-out option is crucial because it allows them to take control over the SMS they receive. Simply put, to create a positive brand image in the minds of your customers, it is essential to give them the option to opt out. Besides, it shows that your business complies with the TCPA and legal rules.
Whenever any subscriber sends your business opt-out text message, you can give them an auto-response like this.
[brand name]: You have unsubscribed successfully. From now on, you will not receive any text messages.
Along with this text message, you can even give your customers information regarding how to subscribe to them again.
Now, if you are wondering, is it worth giving your customers an opt-out option? Read on to get its answer.
Offering the opt-out option to your customers provides you with numerous benefits.
- It will help you create a positive customer experience. Giving them the option to opt in and out will allow them to decide how to engage with your business. Such a personalization level can make your brand more attractive in your potential client's eyes, as it will make it easier for them to decide whether or not to buy from you.
- Giving your customers the freedom to opt-out will make them feel you value their preferences and unique needs. You understand that they may not be comfortable to receive SMS all the time. Providing them an opt-out option will help you improve branding, directly influencing your customers' buying decisions.
- You can save your valuable resources by allowing your customers to opt-out. How? Do you think crafting and sending text messages to people uninterested in your brand or your offer will be valuable for your business? Of course, NOT AT ALL. You can save this fund and use it in other critical business processes/tasks that could benefit your business in terms of revenue, market share, and branding.
How Does It Differ from Opt-In?
We have curated a comparison table to help you understand how opt-out differs from opt-in.
| Opt-In | Opt-Out |
| Giving written consent to receive text messages from the business is called opt-in. In this method, customers willingly choose to be part of business communication. | Opt-out means your SMS subscribers decide not to receive any promotional or informative message from your brand, including updates, offers, etc. |
| Users provide explicit consent by clicking the checkbox, providing their phone number, replying YES, scanning QR codes, or filling out the form. | Subscribers can use opt-out keywords like STOP, QUIT, UNSUBSCRIBE, END, NO, STOPALL, etc., to stop receiving messages from the business. |
| Must adhere to privacy laws like TCPA, GDPR, and CAN-SPAM Act. Businesses must provide clear information regarding how users' data will be used. | Businesses must provide an easy and simple way to opt out. It must comply with TCPA, the CAN-SPAM Act, and GDPR. |
| Example: Hey Tom, Thanks for your purchase! As you are our valued customer, we will send you details regarding exclusive deals and updates. To subscribe to our SMS alerts, Reply YES to [your business phone number]. To opt out, reply NO. |
Example: Hey Jack, Don't want to hear from us? It's OK. You can reply STOP to unsubscribe at any time. |
What are the Best Ways to Opt-Out to Stop Receiving Messages?
When the user is not interested in receiving the message from the brand, they can opt-out and stop receiving messages using one of the following ways.
If you want to opt out of receiving marketing-related or promotional text, you can do it using the following ways:
- Keywords
Customers can opt-out easily by following the instructions in the text message. Generally, customers can let brands know they don't want to receive further messages by using opt-out keywords like STOP, UNSUBSCRIBE, CANCEL, END, NO, and STOPALL. - Links
Some businesses provide unsubscribe links in text messages. By clicking on that link, users can opt-out.
For example,Hey Mack, If you want to stop receiving messages from [brand name], click on this [link].
Once Mack clicks on this unsubscribe link, it might redirect him to the webpage where he can confirm he wants to unsubscribe. This method is convenient if a person is not text-savvy and doesn't like to send text replies.
After the confirmation, the brand will send an automated SMS to Mack notifying him that "You have unsubscribed successfully." - By Directly Contacting the Sender
If the above methods don't work and a person is finding it difficult to opt-out, they can directly contact the sender. Therefore, brands should provide their contact details via text message or website.
Now, one question will pop into your mind: what about transactional messages? Is there any way to opt out?
ABSOLUTELY!
There are the following ways you can use to stop receiving transactional messages.
- Reporting to The Carrier
When people receive too many transactional messages, sometimes these messages seem spammy. If people find any message spammy, they can report it to their mobile carrier. Mobile carriers offer mechanisms to report/block any unwanted/spammy messages. By doing so, users can keep their inbox tidy. - Through Third-Party Spam Filter Apps
You can filter out unwanted spammy messages by using third-party spam filter apps. It lets the user focus on vital information by keeping their inbox clutter-free. - Opt-Out From Specific Alerts or Notifications
Users can opt out of receiving notifications or alerts by customizing notification preferences. It offers a more personalized user experience.
We have discussed promotional and transactional messages, but what about spam and unwanted messages? Is there any method to opt out?
Yes!
- Make Changes in App Settings
Users can set message and notification preferences within apps and services if they want to stop receiving messages. It will let users filter out irrelevant messages. - Block the Specific Number
By blocking the specific number, one can stop receiving spammy and irrelevant messages. Generally, most smartphones have an in-built feature to block texts/calls from specific numbers to offer a pleasant mobile experience. - Contact Authorities
Are you receiving unwanted marketing messages? Do you feel violations are involved? Contact regulatory authorities. Doing this will protect you from unethical communication.
Opt-Out Text Message: Benefits, Examples, Tips, Best Practices
Including clear opt-out instructions is vital for businesses. It is not just another process to avoid annoyance; it is all about respecting recipient preferences.
Including an opt-out option with each SMS is a requirement for legal compliance and a sign that you value your prospect's choices. It helps in building trust with potential customers.
Here are a few benefits businesses can enjoy by including an opt-out option in the SMS.
- It improves subscriber list quality. Recipients who are not interested in receiving updates from the business have a clear way to opt-out. So businesses can have a more targeted and highly engaged audience. A high-quality subscriber list ensures that a business's marketing efforts become more effective, increasing conversion and customer satisfaction.
- Businesses can avoid legal and financial penalties by including an opt-out option in SMS.
- It improves text message deliverability. By respecting the recipient's preferences and offering a clear and easy way to unsubscribe, businesses can increase the chance that their messages will reach the recipient's inbox instead of being filtered as spam.
Opt-Out Text Message Examples and Use Cases
1) Use Case: Opt-Out Text Message for Real Estate
Herry is a prospective home buyer. He has opted to receive text updates from ABC Realty. He values timely information and the latest updates about new listings but also wants control over his communication practices. When he subscribed, he received a warm welcome message that appreciated his joining and mentioned an easy opt-out option. Now, Herry is sure he can unsubscribe anytime if the text messages no longer serve his needs.
Opt-Out Text Message Example
Hey, Herry! Welcome to ABC Realty! We are here to help you find your dream home! Get the latest listing updates. Reply STOP to unsubscribe anytime.
Best Practices & Tips
- Ensure the opt-out instructions are easy to understand.
- The tone should be helpful and welcoming. It will help keep the recipient engaged.
- Don't forget to include brief details about the value they will receive.
- Make sure you adhere to legal requirements like TCPA, 10DLC, and CAN-SPAM Act to avoid penalties.
By sending this type of opt-out SMS, ABC Realty ensures effective communication by balancing valuable updates with their preferences.
Use Case: Opt-Out Text Message for Salon
Jack booked a haircut at XYZ Salon and subscribed to their SMS list to receive timely reminders and updates about his appointment. XYZ Salon wants to ensure she can opt-out anytime, offering a humble and hassle-free experience.
Opt-Out Text Message Example
Hey Jack, thank you for choosing XYZ Realty! Reply UNSUBSCRIBE to stop receiving appointment reminders. We are here to help you. See you soon! – XYZ Salon.
Best Practices & Tips
- Use a polite and friendly tone to build a positive relationship with customers.
- Let your customers know in simple language how they can opt-out.
- Keep the message short and sweet to respect their time.
- Let your customers know they can reach out to you anytime if they need further assistance.
- Make sure the opt-out process is easy and works perfectly.
Use Case: Opt-Out Text Message for eCommerce Retail
When Darek places an order on XYZ's eCommerce platform, he subscribes to receive updates regarding his order status, future promotions, and exclusive deals. XYZ wants to ensure that Dick can opt out of these at any time by giving him control over his communication preferences.
Opt-Out Text Message Example
Hi Darek, thanks for shopping with XYZ! Get order status updates and exclusive deals. Reply STOP to opt-out anytime. Need help? Contact us at [email address].
Best Practices & Tips
- Send personalized messages by including customer names to make them feel valued.
- Make sure the opt-out process is compliant with communication laws and regulations.
- Handle the opt-put request promptly to avoid customer frustration.
- Including contact details for further assistance improves customer trust.
What Happens if You Don't Include Opt-Out Text Messages?
If you do not include opt-out text messages, it can negatively affect your business. Customers may feel frustrated and trapped because there is no way to opt-out. It can lead to customer dissatisfaction. Lack of control over communication preferences can create trust issues. Non-compliance with communication laws such as TCPA, GDPR, 10DLC, etc., can result in hefty penalties. When you don't include an opt-out option, it can lower the engagement rate and make customers unhappy, leading to a decrease in sales.
Concluding Remarks
Businesses prioritizing customers' consent in marketing are considered reputable and reliable. It plays a significant role in a business's overall success by building trust. Understand why customers send unsubscribe text messages. The reason can be irrelevant messages, timing, or SMS frequency. By thoroughly understanding it, you can adjust your strategy and make your brand communication more meaningful by respecting your customers' preferences. Follow the above-discussed best practices and tips to craft the opt-out message to stay compliant.
If you struggle to manage opt-out, using an SMS marketing platform like Textdrip can ease this process. Textdrip offers an opt-out keyword feature for legal compliance and customer satisfaction. So, whenever any customer replies with an opt-out keyword, it automatically unsubscribes that contact from the subscription list. Want to try? You can opt for Textdrip's free trial or book a demo.
FAQ's
| What are the key components of a clear opt-out text message? |
The key component of a clear opt-out text message includes clear instructions on how to opt out, including opt-out keywords and sending the customer an unsubscribed confirmation text.
For example, "Reply STOP to unsubscribe."
| How can I customize opt-out text messages for my business? |
You can customize opt-out text messages for your business by including your brand name and offering an unsubscription confirmation that resonates with your brand voice. For example, "Reply STOP to Unsubscribe from [business name]."
| Are there templates available for opt-out text messages? |
Yes, templates are available for opt-out text messages, such as "Reply NO to stop receiving SMS from [business name]." or "Don't want to hear from us? Reply STOP."
| What are the benefits of having customers opt-in for text messages? |
The advantages of having customers opt-in for text messages include improved customer engagement and compliance with legal regulations.
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