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As a business, SMS can be a valuable tool when you want to get in touch with your clients quickly and efficiently. It’s faster than a phone call, more direct than an email, and convenient for all involved. However, as with any method of communication with a customer, it’s vital you keep their data secure. Many text messages can contain highly sensitive information, for example, if you are sending a one-time-pass code for someone to log into an account as part of two-factor authentication. Whether you are already using SMS to communicate with your customers or you are looking to implement this, it’s important you keep security at the forefront of your practice.
While SMS is a convenient way to communicate, it also was not originally designed to transmit data that is sensitive so the security protocols behind it aren’t the same as with things such as emails. Because of this, SMS messages can easily get hacked or exploited, something you need to try and stop happening as the owner of a business. If you don’t, your customers could lose faith in you or not want to work with you going forward as they might feel that their data is at risk.
Here’s some tips for SMS protection
1.) Stick to the same sender ID
You want to ensure when customers receive messages from you that it comes from the same source. This way they have consistency and know that it’s safe as they trust you. Don’t send from a different number or header every time as this can cause confusion and people might think the message is spam.
2.) Look to messaging apps that have enhanced security
Traditional SMS messages don’t necessarily have enhanced security, which is why it can be a good idea to communicate with your customers via other methods. Use Signal, Wire or Telegram, all of which don’t let third parties see your messages. You could also WhatsApp as these messages are encrypted.
3.) Be careful about sending links
Many people can be wary of opening links that they receive in an SMS as these are methods used by scammers to collect data. Instead, avoid sending links where possible. If you do have to send a link, make sure it’s clear why you’ve sent it and what it leads to. This way customers feel they are in the know and not like they are being scammed.
4.) Don’t include direct phone numbers
As with the links above, sending numbers for customers to call you on can also be a red flag for consumers. Avoid sending a number and instead, ask them to contact you via a legitimate email or direct them to a contact form on your website.
5.) Be careful with personal information
When messaging a client, be sure to omit any personal or sensitive information that could be hacked. Instead, stick to generic messages. You could include their name, but try not to include anything such as their date of birth or address as this could easily be stolen and not look good for your business.
