How is your service different from other bulk email providers?

Bulk email providers only give you the option to contact your customers through email. Wave Mobile Media allows you to provide your customers with the contact method that they prefer. They have the option of email, text message or instant message. This way, your message has a much higher probability of being read and typically lower opt out rates. Also, your customers that have elected to receive mobile texts from you receive your messages instantly if they are away from their desks, typically resulting in much higher response rates since the majority of mobile phone users do not receive email on their devices. Text messaging is a very popular means of communication between mobile phone users and in some cases, is actually outpacing actual phone call communication.

Your Wave Mobile Media account also includes many additional features such as sending text message appointment reminders which helps to cut down on no shows, and linking your social media pages like Facebook and Twitter to your account, saving valuable time by only creating one post that publishes to all of them instantly. You can also gather important marketing data from your customers by surveying them with the Mobile Campaign feature, or just have some fun by creating a contest or voting campaign.

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How does the social media feature work?

You can configure up to nearly 40 social media sites including Facebook and Twitter with your Wave Mobile Media account. Then you create just one posting with the Post To Sites feature and post it to all your sites at once with a single click.

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What is instant messaging?

Instant messaging is a service where people can exchange messages instantly with friends, family, and colleagues online. Some refer to this as instant chat and is typically a free service to individuals. Some common providers are Yahoo Messenger and AIM by America Online. Your Wave Mobile Media account allows you to send messages to your customers using this service. Sending messages to instant messaging accounts does not cost you any messaging credits and is a complimentary add on service.

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What type of support do you offer?

Unlike many online marketing services, we offer telephone support during normal business hours so you can talk to a live person. No sending your question or issue through email or an online form and waiting who knows how long for a response.

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Do you require a long term contract?

Absolutely not. All of our plans are month to month and require no commitment.

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Do I need to have technical expertise to use the system?

Not at all. Your control panel was specifically designed to be very simple to use and if you have any questions, just give us a call.

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What is a text message (SMS)?

SMS stands for Short Message Service. They are typically limited to a maximum amount of characters that can vary per wireless carrier. An SMS (text message) is sent to and received on a mobile phone.

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What is a keyword?

A keyword is a unique word you create that your customers send a text message to using Wave Mobile Media’s short code, 69302. Most major corporations have a mobile text message program in place using keywords. Most of us have seen this technology used on American Idol with their voting process. An example that you might use is: Text WaveMobile to 69302 to join our V.I.P. customer list.

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Can I have any keyword I want?

If the keyword is unique and not already being used on our network, then yes.

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Is there any special software needed to use the system?

No. The software is hosted on our system and is all web based. So you can use it from any computer with internet access.

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How do I build my customer distribution lists?

Your customers will join your lists through online signup pages, texting your keyword, and can also be manually entered or imported into the system by you. See our How It Works Page for a more detailed description of these processes.

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What does Opt In and Opt Out mean?

Opt In means a customer has elected to join your distribution list and start receiving messages from you. Opt Out means they wish to terminate their enrollment and no longer receive messages from you.

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Are there any rules or regulations when it comes to sending emails and text messages?

Wave Mobile Media does not allow emails or text messages to be sent to anyone that has not opted in to your list, which is what most email providers and wireless carriers require. We enforce this by sending a confirmation email and/or text message, depending on the method of contact the customer requested, to each person that opts in to join your list. They must reply to these messages, confirming enrollment before you can send them messages.

Also, most wireless carriers require that you include the following disclaimers anytime you advertise or promote your keyword:

  • Message and data rates may apply
  • Frequency of messages(ex: Maximum of 4 messages sent per week)
  • Opt out instructions (ex: To unsubscribe text STOP to 69302)

All emails sent through your account automatically include an unsubscribe link. All text messages sent through your account include opt out instructions as well. These are imbedded in each message and do not require you to add them manually.

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What wireless carriers does the text message service work with succesfully?

Wave Mobile Media is tested regularly with Verizon, AT&T, Sprint, T-Mobile, and Virgin. The system has also been tested with the following carriers:

Airadigm, Alltel, Arch Paging, Boost Mobile, Cellular South, Centennial, Cincinnati Bell, Cingular Blue (AT&T), Cingular Orange, Cook Paging, Hickory Tech, Iowa Wireless, MCI Paging, Metrocall Paging, Midwest Wireless, Nextel, NPI Wireless, Pagenet Paging, Qwest, SBC Paging, Skytel Paging, Suncom, TracFone (Cingular Orange), Union Telephone, United States Cellular Corp, Voce, Weblink Wireless Paging, West Central Wireless and MetroPCS.

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Does the text message service work outside of the United States?

Yes, but international text messaging is outbound only. No inbound replies from customers can be received. There is a charge of 2.5 text credits per message for text messages sent to customers outside of the U.S. If you are interested in international text messaging, you may call or email us and we can provide you with a list of international carriers that have been tested with Wave Mobile Media.

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Is my contact list secure?

Absolutely. Your contact list is kept on a secure server. Other than enrollment confirmations that the system automatically sends to confirm customer enrollments, no one will ever contact or advertise to your contacts other than you.

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How long does it take for my customers to receive my message?

Most messages are received by the customer within 5-15 minutes or sooner. Large contact lists could take slightly longer.

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I want to switch from my current email only provider to Wave Mobile Media. Can I import my existing contact list?

Yes, you can import contacts from a spreadsheet saved in CSV format such as Excel, and from many email address books such as Outlook, Gmail and Hotmail. Most email only providers allow you to export your existing list in a CSV format.

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Can you guarantee delivery on all text messages?

No. As most of us have experienced dropped mobile phone calls, no wireless carrier can guarantee 100% delivery on all messages.

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Why do I have to provide my mobile phone number?

The mobile phone number requirement is for verification purposes. A U.S. based mobile phone number is verified to help prevent spam accounts from being created. Most spammers and account abusers operate outside of the U.S. to avoid prosecution.

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What social media sites are compatible with my Wave Mobile Media account?

Currently, the following social media sites can be configured to your account allowing you to compose one posting and have it post to all of them at once:

Facebook, Twitter, Google Buzz, MySpace, Ning, Linked In, Tumbler, Identi.ca, Brightkite, Plurk, Jaiku, Blogger, Plaxo Pulse, Bebo, Hi5, Xanga, WordPress, Custom URL, Delicious, Koornk, YouAre, Multiply, Yammer, Flickr, StatusNet, Vox, TypePad, ShoutEm, StreetMavens, Myyearbook, Posterous, Photobucket, Yahoo Profiles, Tagged and YahooMeme.

GETTING STARTED/HOW-TO

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How do I create my online signup page?

Upon login, select Collect Contacts, and then click on Create Signup Page. Follow the instructions and then launch your signup page. You may need to turn off your pop up blocker to complete.

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How do I customize the messages that my customers receive from my account when signing up, confirming mobile phone numbers, etc.?

When creating your online signup page, you are given the option to create custom messages that the customer receives after enrolling. You are given the same option when creating keywords for your customers to text to. You can edit these at any time in the Collect Contact section. Contacts you manually enter or import from existing lists do not receive an automated response.

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How do I create a keyword?

In the Collect Contacts section, click on the Create Mobile Keyword button and follow the prompts.

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How do I import my existing contact list?

From the Manage Contacts section, click on Add/Import Contacts and follow the prompts.

How do I set up automated recurring messages and scheduled responders?

In the Send Messages section, select Automated Messages and follow the prompts.

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How do I retrieve or reset my password?

If you need to change your password, just click on the Edit Info & Password link in the Manage Account section. If you forgot your password, go to the Wave Mobile Media home page and click on the Forgot Password link at the top.

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Can I send email appointment reminders?

The appointment reminder feature is by text message only and does not permit email messages. You can contact any customer individually through the Send Messages section of your account via email only, text message only, instant message only or by all contact information on file for them.

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How do I change my contact information in my account?

In the Manage Account section you can change your contact information, password, change your billing information or plan, purchase additional message or keyword credits and view transaction history.

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How do I send a Mobile Voting campaign?

In the Mobile Campaign section of your account, enter the information for your campaign and follow the prompts. A keyword that is not already in use is required to use this feature. All monthly pricing plans include at least one keyword. If you do not have an available keyword, you can purchase additional one(s) by calling us at 503-616-2383. They are $10 each or 3 for $25 monthly. Or you can delete your existing keyword and recreate it as a mobile voting keyword if you want to use the same word or do not wish to purchase an additional one. (This will disable the previous functionality of that keyword and is not recommended, especially if it is being used for signup purposes, as it would prevent customer enrollments until it is deleted from the Mobile Campaign functions and recreated for that purpose.)

SENDING MESSAGES

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Can I send a message to my customers from my mobile phone if I am not near a computer?

Yes, if you need to send a message to your entire distribution list, you can do so from your mobile phone after you have configured this option in your account. This is a great feature when you are not near a pc but need to get a message out quickly! Simply go to the Send Messages page and click on the link to send messages from your mobile phone.

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Can I schedule messages to be sent for a future date and time?

Yes, when you compose your message, you are given the option to send it now or to choose a date and time for it to be sent in the future.

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What happens when a customer replies to one of my messages?

Customer replies are sent to your inbox and forwarded to your email. The link to your inbox is at the top of the page when you login to your account.

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Can I send a message to a single customer(s)?

Yes, when you compose your message, you have the option to specify individual(s), or an entire distribution list(s) to send that message to.

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Can I create more than one customer group?

Yes, you can create as many groups as you wish. Simply go to your Manage Contacts page and click on the Create New Distribution List link.

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Can I set up automated messages that will be sent to customers at specified intervals?

There are 2 types of Automated Messages: scheduled responder and recurring messages.

  • Scheduled responders are messages that go out to recipients on a specific day after they join a distribution list. They are similar to normal scheduled messages (for sending later) but go out to only recipients who have been a member of a specific list for a set number of days. This feature can be used to send out specific messages at certain days into their membership. For example, you can schedule a welcome message on their 2nd day of their membership; then a friendly reminder on their 10th day, and so forth.
  • Recurring messages are messages that go out to everybody in a distribution list at a set-interval such as everyday, every 2 weeks, every 3 months, or every year.

BILLING

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When do I get charged text message credits?

You are charged a text message credit for the following activities:

  • When a customer joins your distribution list and their mobile phone number is entered on your online signup page, a confirmation text is sent to their mobile phone confirming their enrollment. You are charged one text credit for this confirmation text. They are required to text ok to confirm. After confirming, they are sent a message confirming they are enrolled. This costs a second text message credit for a total of 2.
  • When a customer joins your distribution list by texting your keyword, no confirmation response from them is required. However, the system must send a test to the mobile number confirming the wireless carrier. This costs one text message credit.
  • When a customer joins your distribution list by entering their email address on your online signup page, a confirmation email is sent to them verifying their enrollment. One email credit is charged for this verification.
  • When sending out a Mobile Voting campaign to your text message subscribers, you are charged one text credit for each mobile number sent to. Mobile voting responses from customers are charged ½ text message credit each. The system will not allow the customer to send the same voting response more than once but they can vote once for each voting option given to them by your campaign.
  • Any outbound message you send to your distribution list using the Mobile Text option costs one text message credit for each customer on that list.
  • All appointment reminders sent are charged one text message credit each.
  • When a customer responds to any of your text messages sent, those responses are stored in your inbox. A text reply back by you will charge one text message credit per reply.
  • If you enable text message notifications to your mobile phone when a customer texts one of your keywords, this costs one text message credit each. This notification feature is optional.
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When do I get charged email credits?

You are charged an email credit for the following activities:

  • One email credit is charged for each contact sent an outbound email message.
  • Email replies sent by customers and forwarded to your email address are not charged email credits.
  • When a customer joins your distribution list by entering their email address on your online signup page, a confirmation email is sent to them verifying their enrollment. One email credit is charged for this verification.
  • Any email addresses manually added by you or imported from your contact list are not sent confirmation requests and are not charged email credits.
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How do I cancel my subscription?

Simply give us a call at 503-616-2383 or send us an email through our support form on the Contact Us page and we will take care of it for you.

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What happens if I run out of message credits or keywords and need more?

Go to the Manage Account section and there is an option to either upgrade to the next pricing plan or purchase additional text credits. If you need more keywords or email credits and do not wish to upgrade to the next pricing plan, give us a call at 1-800-887-3097 and we can customize your existing plan to suit your needs. Additional keywords can be purchased at $10/month per keyword or 3 for $25/month. Additional email credits can be purchased for $5/month per 1000.

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How do I change my credit card and/or billing information?

You can update this any time in the Manage Account section.

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What happens if I do not use all of the email and text credits included in my monthly plan?

Unused email and text credits expire at the end of each billing month and do not carry over.

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What if none of the monthly pricing plans fit my needs?

Call us at 503-616-2383 and we will be happy to customize a plan to fit your needs ($29/month minimum).

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