In 2022, world-class leading cloud phone service provider RingCentral start investing on Business SMS service to ensure the deliverability of Customer’s business.
Self-service SMS Registration
Business SMS in North America requires registration
Compliance requirement for Business SMS is strict and complex in North America. RingCentral SMS customers are required to provide their business info, their SMS goal and activities, as well as the SMS-enabled numbers to the league of Service Providers including AT&T, Verizon, TMobile to prevent abuse of massive text messages.
Some facts
Original registration work was taken over by 3 RingCentral internal teams
Lots of people was involved from collecting customers info through paper forms to inputting information on a outdated registration portal provided by the league of Service Provider. A lot of back and forth alongside the process. No transparency about the progress of the registration for customers.
Two different user segments: Small business owners VS Enterprise IT
The registration process is fairly technical but our customer base consist of 80% SMB users who’s not tech-savvy at all. And enterprise IT users want to ensure the scalability since they manage huge amount of SMS services with different goal.
SMS Registration could be
Self-service and self-explanatory
Tailored for different user segments
Streamlined with enough guidance but no high learning curve
Design details about the service
Effective landing, set context for customers.
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How we get there: Process Overview for SMS Registration
