While exploring Signal Vine’s platform, great questions have emerged from our customers. We shared a few of our most frequently asked questions with answers from one of our Customer Succes Representatives, Rachel. Enjoy!
1. How many messages should we send to our participants?
More important than the quantity of your messages is the quality: remember to keep your messages personalized, relevant, and data-driven. So long as your messages are targeted and helpful to the participants receiving them, you can send out as many messages as necessary. We do typically recommend sending no more than ten program messages each month. Sending more than ten may overwhelm your participants and cause them to opt out of the program. However, once a participant is engaged and responding to your messages, you can (and absolutely should) communicate with them one-on-one as much as you like.
2. How long does it take to launch my texting program?
After you meet our awesome Customer Success team and have your Kick-Off call with them, it takes about a month before you send your first text. The timeline really depends on how long it takes your team to write the text messages and organize participant data; once we have that information, it doesn't take us long to set up your program on the Signal Vine platform. We train your team and help everyone log in to their new Signal Vine accounts, and then comes the best part: sending your first text!
3. How do I stop a participant from receiving text messages?
Offering participants the option to “opt out” of receiving text messages is legally required by the FCC. To comply with this regulation, our system automatically recognizes the words “Stop,” “Cancel,” and “Unsubscribe.” If a participant texts back with one of those three words at any point over the course of your program, he or she will be immediately unenrolled from receiving future messages. Staff can also manually stop a participant on his or her profile page. If a participant wants to receive messages again, all they have to do is text in the word "Start."
4. What type of data can be exported from Signal Vine?
All student data profile information, including full conversation history, can be exported from the platform. Organizations can also view and export metrics for message response rates, participant engagement rates, and staff engagement rates.
5. Do I have to download an app to access my Signal Vine inbox?
No downloads necessary! The Signal Vine platform can be accessed on any computer, smartphone, tablet, or other browser-capable device.
Make sure to check out our Twitter, where Rachel will answer additional frequently asked questions. Stay tuned!