{"id":31965,"date":"2021-06-01T10:49:57","date_gmt":"2021-06-01T17:49:57","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=31965"},"modified":"2024-02-02T14:43:40","modified_gmt":"2024-02-02T22:43:40","slug":"tcpa-compliance-what-your-business-needs-to-know","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/tcpa-compliance-what-your-business-needs-to-know\/","title":{"rendered":"TCPA compliance: What your business needs to know"},"content":{"rendered":"\n<p>Text messages are the best way to connect with customers and prospects. While emails are mostly ignored or deleted, texts have a stunning <a href=\"https:\/\/www.g2.com\/articles\/sms-marketing-statistics\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">98% open rate<\/a>. Of course, there\u2019s one big thing to keep in mind before you start sending marketing and promotional communications: the Telephone Consumer Protection Act (TCPA).&nbsp;<\/p>\n\n\n\n<p>The TCPA was designed to protect consumers from unwanted spam calls and text messages. The law imposes stiff penalties on businesses that do not follow guidelines. Of course, businesses that take the right steps to remain TCPA compliant have no need to worry. In this article, we\u2019ll break down what your business needs to know about the TCPA and what steps you can take to avoid violations.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"268\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1-1024x268.png\" alt=\"disclaimer\" class=\"wp-image-31970\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1-1024x268.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1-300x79.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1-768x201.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1-810x212.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1-1140x298.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image1.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-why-tcpa-compliance-matters\" data-level=\"2\">Why TCPA compliance matters&nbsp;<\/a><\/li><li><a href=\"#h-what-is-prior-express-written-consent\" data-level=\"2\">What is Prior Express Written Consent?&nbsp;<\/a><\/li><li><a href=\"#h-tcpa-compliance-checklist-for-text-messages\" data-level=\"2\">TCPA compliance checklist for text messages&nbsp;<\/a><\/li><li><a href=\"#h-tcpa-compliance-for-telemarketing\" data-level=\"2\">TCPA compliance for telemarketing&nbsp;<\/a><\/li><li><a href=\"#h-tcpa-compliance-for-phone-calls\" data-level=\"2\">TCPA compliance for phone calls&nbsp;<\/a><\/li><li><a href=\"#h-frequently-asked-questions-about-tcpa-compliance\" data-level=\"2\">Frequently asked questions about TCPA compliance<\/a><\/li><li><a href=\"#h-looking-for-more-best-practices-for-texting-your-customers\" data-level=\"2\">Looking for more best practices for texting your customers?&nbsp;<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-tcpa-compliance-matters\">Why TCPA compliance matters&nbsp;<\/h2>\n\n\n\n<p>There\u2019s a reason why businesses need to comply with the TCPA while sending marketing and promotional communications. Delivering great experiences is all about trust. Following TCPA guidelines helps you build closer relationships with customers and prospects over time \u2014 when you follow rules, they\u2019ll feel more comfortable doing business with you in the future.&nbsp;<\/p>\n\n\n\n<p>In addition, <em>not<\/em> following TCPA guidelines can be costly. Remember, businesses are ultimately responsible for complying with the law. Every individual violation can lead to a fine of up to $16,000. In addition, individuals who were contacted can claim up to $500 to $1500 for each text message or phone call.&nbsp; This does not include possible private causes of action from your contacts.&nbsp;&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-what-is-prior-express-written-consent\">What is Prior Express Written Consent?&nbsp;<\/h2>\n\n\n\n<p>To contact customers and prospects on their cell phones via text or phone call, it\u2019s important to gain Prior Express Written Consent (PEWC). With an Interactions platform like Birdeye, you can collect PEWC from your customers and prospects when they\u2019re filling out a <a href=\"https:\/\/birdeye.com\/blog\/website-chat\/\">Website chat<\/a> form:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1006\" height=\"691\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3.png\" alt=\"website chat tcpa compliance\" class=\"wp-image-32008\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3.png 1006w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3-300x206.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3-768x528.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3-810x556.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3-145x100.png 145w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image3-380x260.png 380w\" sizes=\"(max-width: 1006px) 100vw, 1006px\" \/><\/figure>\n\n\n\n<p>If you\u2019re promoting your <a href=\"https:\/\/birdeye.com\/mass-texting\/\">mass texting<\/a> list in-store, you should let customers and prospects know right away what type of messages they can expect to receive when they sign up.&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img decoding=\"async\" width=\"1024\" height=\"589\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2-1024x589.png\" alt=\"collecting phone numbers for opt-in\" class=\"wp-image-31971\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2-1024x589.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2-300x173.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2-768x442.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2-810x466.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2-1140x656.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image2.png 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<p>You can also use Birdeye to ask for PEWC when a customer is checking in to your business.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1006\" height=\"691\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5.png\" alt=\"text message feedback \" class=\"wp-image-32009\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5.png 1006w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5-300x206.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5-768x528.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5-810x556.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5-145x100.png 145w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image5-380x260.png 380w\" sizes=\"(max-width: 1006px) 100vw, 1006px\" \/><\/figure>\n\n\n\n<p>Once you have PEWC, send a message that looks like this so your contacts know that they can unsubscribe at any time.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><em>Please reply YES to receive news and offers from MyBusiness. Standard messaging and data rates apply. If you prefer not to receive text messages, reply STOP at any time.&nbsp;<\/em><\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tcpa-compliance-checklist-for-text-messages\">TCPA compliance checklist for text messages&nbsp;<\/h2>\n\n\n\n<p>Here are a few simple steps to ensure that your business is maintaining TCPA compliance when sending text messages.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Offer the ability for customers to unsubscribe:<\/strong> Remember to offer an unsubscribe option to text messages. Typically, businesses allow customers to unsubscribe simply by texting \u201cSTOP\u201d.&nbsp;<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1006\" height=\"691\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1.png\" alt=\"stop to unsubscribe \" class=\"wp-image-32011\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1.png 1006w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1-300x206.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1-768x528.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1-810x556.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1-145x100.png 145w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/Blog_TCPA-Compliance_Content-Image4-1-380x260.png 380w\" sizes=\"(max-width: 1006px) 100vw, 1006px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Keep in mind maximum character count: <\/strong>The maximum character count allowed for marketing and promotional text messages under the TCPA is 160, including spaces and punctuation. If you need to send a longer message, it may be better to send an email.&nbsp;<\/li>\n\n\n\n<li><strong>Remember the TCPA\u2019s time restriction: <\/strong>The TCPA forbids any telephone solicitation, through call or through text, before 8 am and after 9 pm in the contacted party\u2019s local time zone.&nbsp;<\/li>\n\n\n\n<li><strong>Keep track of reassigned numbers<\/strong>: Sending solicitations to numbers that have been reassigned can be considered a TCPA violation. It\u2019s important to regularly check your contact database against the <a href=\"https:\/\/www.reassigned.us\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Reassigned Numbers Database<\/a>.&nbsp;<\/li>\n\n\n\n<li><strong>Train your team: <\/strong>If your team members are regularly communicating with customers through text messages or phone calls, make sure that they\u2019re aware of TCPA and its associated rules and regulations.&nbsp;<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tcpa-compliance-for-telemarketing\">TCPA compliance for telemarketing&nbsp;<\/h2>\n\n\n\n<p>One of the aims of the TCPA was to eliminate repetitive calls. As a result, automated telemarketing calls are strictly regulated. You will need PEWC from your customers or prospects before the following:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Prerecorded messages: <\/strong>Prerecorded voice messages include automated voice messages and recorded voices of real human beings.&nbsp;<\/li>\n\n\n\n<li><strong>Autodialer calls: <\/strong>Autodialers include software tools that automatically dial a contact\u2019s phone number.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>TCPA regulations are less stringent when there\u2019s a human being making a phone call. Still, there are a few rules to be aware of.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-tcpa-compliance-for-phone-calls\">TCPA compliance for phone calls&nbsp;<\/h2>\n\n\n\n<p>If you\u2019re currently calling prospects and customers manually, you should pay close attention to TCPA guidelines for phone calls. In addition to the regulations, we discussed earlier on time restrictions and reassigned numbers, keep in mind the following.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Check the Do Not Call list: <\/strong>Before making calls, businesses must check whether the contacted party is on the National Do Not Call list every 31 days.&nbsp;<\/li>\n\n\n\n<li><strong>Keep an internal Do Not Call list: <\/strong>In addition to the National Do Not Call list, businesses are required to keep an internal Do Not Call list. Your team is required to add customers to your internal Do Not Call list upon request.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-tcpa-compliance\">Frequently asked questions about TCPA compliance<\/h2>\n\n\n\n<p>Here are some answers to a few frequently asked questions about the TCPA.&nbsp;<\/p>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1622561044962\"><strong class=\"schema-faq-question\">Who must comply with TCPA?\u00a0<\/strong> <p class=\"schema-faq-answer\">Any business that communicates with customers via phone calls, <a href=\"https:\/\/birdeye.com\/blog\/customer-messaging\/\">text messaging<\/a>, and fax machines is subject to the TCPA. Healthcare-related businesses do have an exemption for matters that explicitly pertain to patient health.\u00a0<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1622561055035\"><strong class=\"schema-faq-question\">Who enforces the TCPA?\u00a0<\/strong> <p class=\"schema-faq-answer\">The Federal Communications Commission (FCC) as well as state Attorney Generals can enforce the TCPA and bring lawsuits against businesses to federal courts.\u00a0 TCPA violations can also lead to private causes of action from contacted parties.\u00a0<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1622561068274\"><strong class=\"schema-faq-question\">How long does TCPA consent last?\u00a0<\/strong> <p class=\"schema-faq-answer\">TCPA consent does not have an expiration date. However, it\u2019s important to remember that consent can be revoked at any time.\u00a0<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1622561082392\"><strong class=\"schema-faq-question\">Does TCPA apply to business cell phones?\u00a0<\/strong> <p class=\"schema-faq-answer\">Do Not Call restrictions do not apply to calls between businesses (however, they can apply when a business number is also used as a residential number). Still, some states do have differing regulations for business-to-business solicitations.\u00a0<\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-looking-for-more-best-practices-for-texting-your-customers\">Looking for more best practices for texting your customers?&nbsp;<\/h2>\n\n\n\n<p>Want to get started texting your customers? Check out our comprehensive SMS marketing report for 2022. It breaks down best practices and industry trends for texting customers.<gwmw style=\"display:none;\"><\/gwmw><\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><a href=\"https:\/\/birdeye.com\/resources\/guides\/state-of-sms-marketing-in-2021\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/SMS-Marketing-guide-CTA.png\" alt=\"\" class=\"wp-image-29997\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Text messages are the best way to connect with customers and prospects. While emails are mostly ignored or deleted, texts have a stunning 98% open rate. Of course, there\u2019s one big thing to keep in mind before you start sending marketing and promotional communications: the Telephone Consumer Protection Act (TCPA).&nbsp; The TCPA was designed to [&hellip;]<\/p>\n","protected":false},"author":92,"featured_media":32005,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[9721],"tags":[],"class_list":["post-31965","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-text-messaging"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>TCPA Compliance: What Your Business Needs to Know I Birdeye<\/title>\n<meta name=\"description\" content=\"Is your business sending text message to customers? \u2713 Learn today what you need to know about TCPA compliance to avoid fines and penalties.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/31965\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"TCPA compliance: What your business needs to know\" \/>\n<meta property=\"og:description\" content=\"Is your business sending text message to customers? 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