INDIANAPOLIS, IN (March 19, 2020) – Did you know that marketing to cell phones (SMS/MMS) is the hottest area of TCPA civil litigation? According to Contact Center Compliance, the same serial plaintiffs and litigators bring approximately one-third of TCPA lawsuits.
Bob Kobek, President of CustomerCount®, says the “proliferation of compliance complaints comes from a group of class action lawyers who make it their business to continually file law suits against marketing companies and departments utilizing text messaging in their campaigns.”
Now there is a solution to this dilemma. Litigator Scrub® identifies these repeat litigators and class action lawyers and removes them from outbound text marketing lists. In the event that these customers’ and attorneys’ names do surface during the scrubbing process, CustomerCount will automatically deploy the survey to the customer via email, again demonstrating the flexibility of the system.
“One of our primary goals is to protect the integrity of our clients and their customers,” continues Kobek, “We have integrated this scrubbing process into our SMS/MMS distribution platform to identify these repeat litigators and remove them from our lists.”
CustomerCount®, the cloud-based customer feedback management system, utilizes its alliance with The Connections Group to integrate Litigator Scrub® into its survey distribution platform. The Connections Group is an engagement marketing company specializing in conversational text and commerce solutions for business ( i.e. through Text, SMS and MMS deployment.) Litigator Scrub is the contact center industry’s trusted cloud-based defense against TCPA (Telephone Consumer Protection Act) violations.
CustomerCount collects, measures and reports customer feedback through branded, customized online surveys. These surveys are formulated to measure the quality of the customer experience in more than 40 languages. CustomerCount feedback systems may be integrated into most any customer interaction ranging from point of original contact to post-trip experience and every touch point in between. At an increased rate, CustomerCount deploys many of its surveys via SMS/MMS.
“In our case,” continues Kobek, “we are extremely compliance-sensitive. To protect our clients, we make sure nothing promotional is included in their surveys. Litigator Scrub gives our clients another layer of safety to guard them against these lawsuit mill attorneys.”
CustomerCount has used the SMS integration platform provided by The Connections Group for the past two years. It provides cutting edge technology for conversational text messaging.
“We’ve seen a change in the speed our surveys are accessed,” says Robert A. Kobek, president of CustomerCount. “Mobile device popularity continues to grow.”
It is estimated by The Connections Group that 10-15% of mobile user contact information is incorrect. The scrubbing technique not only alleviates client compliance concerns, it also provides effective assurance that the consumer contact information is correct. The service reduces expensive legal bills and also saves time by providing a clean, up-to-date contact list.
In today’s world, with marketing privacy acts in place, compliance is a mandatory part of any communication strategy. The addition of Litigator Scrub to CustomerCount’s expanded list of services delivers a proactive defense of TCPA issues.
With myriad capabilities across each of their platforms, CustomerCount and Connections have a unique synergy. Since CustomerCount’s measurement tools can track a customer’s experience from start to finish and Connections technology can kick in at the initial marketing efforts, the two systems work in tandem to track calls, requests, and collect customer data. Now their teamwork also ensures both consumer and client protection.