08451 221 302
Do we really
only pay for messages that we send?
Yes, absolutely. There are no set-up fees, no monthly or
annual charges, no per-user fees, no usage minimums, no
reply charges, and no support costs. You just pay for the
messages that you send.
How do we pay for the messages?
You can either purchase packs of messages in advance, or
have a credit account which we invoice you for monthly.
Messages purchased in advance enjoy preferential rates,
and are purchased securely online with a credit or debit
card. Just tell us when you register which account type
you would like to have.
Can I evaluate your service
with some free messages and no commitment to continue?
Yes, absolutely. Please do open an evaluation account with
us, and we’ll give you 20 free messages to test our services.
Your account will have full functionality. Just let us
know how you would like to proceed once your evaluation
Is there a contract that commits me to staying with you?
Absolutely not. Opening an account with us doesn’t commit you to using our services for any length of time at all. You can decide to stop using our services at any time. We believe you should be free to come and go, and use our services as you wish.
Can I use a dedicated long number or short code number for a survey participant to reply with?
Yes. When you create your survey you can choose to use our standard reply-path service to receive your online feedback, or you can use a TextInbound number or TextPremium short code. The advantage of using a dedicated number is that each question of your survey will appear to come from the same number. With the reply-path, however, each question will come from a different number.
Can I use a keyword with a short code as the response mechanism, rather than just a dedicated short code?
Technically yes, but we advise against it! The reason being that if you were using a keyword on a shared short code, then each response text your survey participant sends back would need to begin with the keyword. Inevitably participants just respond with what you are asking them to respond with, and often forget to enter the keyword first. If this happens the survey response is not processed and the survey ceases for that participant.
What survey feedback data am I able to see and download?
From the report section of each survey you are able to view a summary of the report’s progress. This includes the number of participants, number of responses, and average number of responses per participant. You can also download a full report of your survey, showing each participant’s response to each question, presented in a Comma Separated Variable (CSV) format. This survey report can then be reviewed and analysed in a spreadsheet application, such as Microsoft Excel.
I need a reliable service. When was your system last down?
Since we re-hosted on to managed platforms provided by Rackspace in March 2004, we have not had a single system outage. We have invested significantly in our network infrastructure to provide a highly resilient business-grade, always-available service to our 16,000 clients.
I need my messages delivered swiftly and consistently. How do you ensure this?
To start with, we only send our messages with UK operators. This ensures that the highest grade of message quality available is used to underpin our services. Also, we don’t rely on just one network partner to deliver your messages. We have multiple connections to multiple partners.
How do I know if a message has been delivered?
We provide you with a delivery status for every message that is sent, enabling you to see whether a message has been delivered, is in transit, or has failed.
Do I need to be technical
to use the service?
Absolutely not. The application user interface has been
designed to be simple and easy to use.
Are there online reports
to keep an eye on how the service is being used?
Yes there are. Within the Administration Panel you can
review the usage of the service by each user. Also online
is the current month’s usage, which will become your next
invoice, as well as past invoices.
Do you have online help?
Yes. There are a large number of tooltips against each section of the TextOnline application, explaining what the section does and how it works. Our clients regularly comment on how easy to use TextOnline actually is. However, if you have any questions at all, please do pick up the phone and have a chat with one of our support team on 08451 221 302.
Do you use the mobile phone
numbers for marketing purposes?
No we do not. We conform to the stringent regulations of
the Data Protection Act. Your user details, contact details, message recipient details, and message sender details are yours and confidential to you.
No hidden charges for replies, support or features. Just pay for the services you use.