A short code is five or six-digit telephone number used for sending and receiving text messages on mobile phones. It’s often used for activities like marketing campaigns, surveys, and contests because it’s easy to remember and can handle a large number of messages.These short codes are often pre-approved by mobile carriers .They are not subject to carrier filtering, making them ideal for sending high-volume or time-sensitive messages.

Benefits of Short Code Services

1.Enhanced Customer Engagement:

A dedicated short code will facilitate seamless two-way communication between a company and its clients. This will enable clients to inquire about services, get updates, and receive important information conveniently.

short code

2.Brand Recognition:

The short code will serve as a memorable branding tool, reinforcing a companys identity and services in the minds of its clients.

3.Efficient Marketing and Promotions: Companies can use the short code for marketing campaigns, promotions, and customer acquisition initiatives. It will enable clients to opt in to receive valuable information and offers:

Here’s how this aspect of the short code in marketing and promotion

a.  Opt-In Capability:

 One of the key advantages of the short code is its opt-in feature. Clients have the option to voluntarily subscribe to receive updates, promotions, and offers . This not only ensures compliance with communication regulations but also demonstrates respect for clients’ preferences. It creates a sense of empowerment as clients choose to engage with the brand.

b.         Targeted Messaging: 

The short code allows companies to send highly targeted marketing messages to specific segments of their client base. This means that clients receive information and offers that are directly relevant to their interests and needs.

c.  Instant Interaction:

Short codes enable immediate interaction. When clients opt in to receive information and offers, they can also respond to the messages or take action immediately.

d. Promotion Tracking:

The short code provides companies with a streamlined method for tracking the effectiveness of their marketing campaigns. They can measure the response rates, engagement levels, and conversion rates from messages sent through the short code. This data is invaluable for refining marketing strategies and ensuring a higher return on investment..

e.   Cost-Effective Marketing:

Compared to traditional marketing methods, such as direct mail or print advertising, using a short code for promotions is cost-effective.  Companies can reach a large audience with minimal costs, making it an efficient way to allocate marketing budget resources.

f. Brand Loyalty:

 By offering exclusive promotions and benefits to clients who have opted in, companies can foster a sense of loyalty and appreciation among its customer base. Clients feel valued and are more likely to continue their relationship with the institution.

4.Improved Feedback Mechanism: The short code can be utilized for surveys and feedback collection, helping companies gather insights and enhance its services based on customer input.

Guidelines for using Shortcode

  1. Precise Call-to-Action: Articulate the value proposition clearly and motivate customers by explicitly stating the desired action when promoting the shortcode.

  2. Keyword Alignment: Employ keywords that resonate with your audience, driving them to engage with the shortcode. Ensure that the content they receive is pertinent to their interests and needs.

  3. Effortless Opt-In Experience: Create a smooth opt-in process, enabling customers to effortlessly join a campaign or loyalty program by simply texting a designated keyword to the shortcode, without any unnecessary complexities.

  4. Personalization Power: Harness customer data to deliver personalized content and tailored offers. Customizing messages based on individual preferences significantly enhances engagement and conversion rates.

  5. Seamless CRM Integration: Seamlessly integrate shortcode campaigns with customer relationship management (CRM) systems to streamline data collection and bolster the precision of customer segmentation.

  6. Regulatory Compliance: Maintain strict adherence to relevant regulations, including obtaining proper consent from customers before dispatching promotional messages. Upholding legal and ethical standards is paramount in mobile marketing success

Customer Journey for a Financial Services Provider

Stage 1: Awareness

Advertisement:The Financial Service provider launches an advertising campaign across various channels (TV, radio, social media, print ,Boda-boda Reflectors) to promote its services and the newly introduced shortcode, “23XXX”

    • Shortcode Promotion: In these advertisements, the company encourages potential clients to text “XYZ” to the shortcode to receive more information about their services and offers.

Stage 2: Engagement

    • SMS Response: When a potential client texts “XYZ” to the shortcode 23445, they receive an automated SMS response welcoming them to the Financial Services and providing a brief overview of the services offered.

    • Options Menu: The SMS also includes an options menu (e.g., Reply with “1” for Pension Fund information, “2” for Management Consulting, “3” Money Market.) to allow clients to choose the specific area they are interested in.

    • Information Delivery: Based on the client’s choice, the financial provider sends detailed information about the selected service, including benefits, pricing, and contact details. This information helps the client make an informed decision.

Stage 3: Consideration

    • Personalized Content: The company uses the shortcode to send personalized content and tips related to the client’s selected service. For example, if the client is interested in Pension Funds, they will send periodic SMS updates on retirement planning.

    • Interactive Surveys:  periodically sends surveys to gather feedback on the quality of information provided and the client’s level of interest. Clients can respond with their thoughts and suggestions.

Stage 4: Conversion

    • Appointment Booking: When a client expresses a strong interest, they can use the shortcode to schedule a consultation or meeting with the Financial provider Consultant. The CRM/ Appointment Booking Software integrated with the Shortcode generates an automated response confirming the appointment details.

Stage 5: Loyalty and Advocacy

    • Regular Updates: After becoming a client, the service provider continues to use the shortcode to send regular updates, investment insights, and news related to the client’s chosen service.

Stage 6: Post-Service Engagement

  • Feedback and Support: The financial provider uses the shortcode to gather feedback on the quality of their services and offers post-service support through SMS, ensuring clients remain satisfied.
  • Event Notifications: The financial services provider uses the shortcode to notify clients of events, workshops, and training sessions related to their services.


Stage 7: Advocacy and Retention

  • Client Testimonials:  Satisfied clients to share their success stories through the shortcode. These testimonials can be used in future marketing campaigns.
  • Exclusive Offers: Clients who have been with the financial provider for an extended period receive exclusive offers and discounts through the shortcode, further promoting customer loyalty.


By implementing this customer journey based on the shortcode . Financial Services providers can provide a seamless and interactive experience to its clients, leading to increased customer satisfaction, retention, and advocacy. The shortcode serves as a valuable tool for maintaining ongoing communication and engagement with clients .