March 22, 2025 - 3 min read

SMS OTP for secure deliveries

Introduction

Home delivery (food, parcels, documents...) has now become a habit shared by many people. But the rise of this practice has been accompanied by a problem. How can we ensure that orders are actually delivered? How can consumers be guaranteed safe, smooth delivery? These questions have given rise to new, process-enhancing practices, such as today's topic: SMS OTP as a means of securing your deliveries.

What is SMS OTP?

OTP for One Time Password, the SMS OTP is the sending of a single-use code generated by the company to its customers, enabling them to authenticate themselves. This code, transmitted by SMS , is used in a variety of sectors, from banking to secure a purchase, to mobile applications for service registration.

GOING FURTHER

SMS 2FA best practice guide

Our "Best practices" guide will help you implement a 2FA service.

How does SMS OTP guarantee delivery?

Many delivery companies have already opted for this product in the current circumstances. Shortly before your delivery driver comes to drop off your parcel, you receive a single-use SMS OTP code. When the driver arrives, all you have to do is give him the code that establishes a security link between you and him.

Many delivery companies such as Fedex, Chronopost DHL or Amazon do not necessarily have the delivery notice signed, but use these codes to validate receipt.

How do I set up SMS OTP?

SMS OTP is one of our most popular products. smsmode© routes tens of millions of them every month. Thanks to our webservice, you can implement our SMS OTP API within your applications/interfaces. Our direct operator connections give you a dedicated, high-priority channel that's constantly monitored. Our aim? To guarantee instant reception of your messages.

SUCCESS STORY

Oodrive dematerializes signatures with SMS OTP

And improves approval experience for + 1,500 customers

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January 09, 2025 - 3 min read

Delivery applications and SMS

Elsa Paparone

Introduction

Meal delivery apps such as Uber Eats and Deliveroo have revolutionized the way we order and consume. Among the communication tools used by these platforms, the SMS pro plays a strategic role. This message is often underestimated in its impact on the user experience, but by informing customers of the status of their order, confirming delivery times or sharing personalized promotions, the SMS is an essential vector of customer satisfaction. The digital revolution in this sector is driven by the use of smartphones, but it's good old SMS that's doing the job.

Let's find out how these short, simple, yet powerful messages help to streamline the delivery process and strengthen user/customer loyalty.

The rise of "food delivery" players

Between 2019 and 2023, e-commerce in the food sector grew by almost 89% (NielsenIQ). This new mode of consumption has truly become part of our eating habits. Whether alone at home, with friends in the evening or at the office between lunch and dinner, the speed and quality of this service has not taken long to win over its customers.

Among the players in the sector, we find first of all the aggregators, which appeared almost 20 years ago, managing online order-taking, transfer to partner restaurants and delivery (JustEat, UberEats, deliveroo...). Then there are the pureplayers (Frichti, Foodchéri...), in other words those who prepare their own dishes and deliver them to the customer, followed by the major chains who deliver their own products (sushi shop, Domino's Pizza...).

All players in the delivery market have 2 things in common: food, of course, but also the sending of SMS. Let's find out how they use these messages.

What are the communication strategies for delivery?

SMS/Push notification

Notification by SMSpush notification lets you inform, warn and remind. It's a highly effective organizational and loyalty-building tool that you can quickly program via our API SMS or one of our plugins SMS for CRM.

Authentication by SMS

Validating a user's identity by SMS OTP is a widespread practice in e-commerce, particularly among food delivery operators. This message ensures the validity of the number, associates the number with an identified physical person, and extends the user experience on the smartphone used to place the order.

DELIVEROO

Outside the application or in addition to push notifications, customers are informed by SMS of the progress of their order and their delivery driver:

A highly satisfying customer experience. Customers are kept up to date with every stage of their delivery by message, making for a stress-free experience.

JUST EAT

For added security, each order is validated by SMS . However, between this order and its arrival at the customer's premises, "no news, good news" - in other words, no SMS is sent.

A minimalist multi-channel customer experience, but one in which SMS is nonetheless present.

UBER EATS

Uber already manages its cab fleet well, so it seems only natural that Uber eats should offer a more than satisfactory food delivery experience to its customers.

GOING FURTHER

Discover the 10 keys to effective, profitable SMS campaigns.

SMS marketing

SMS marketing is long-term, designed to attract customers' attention, encourage them to place orders, and reinforce their commitment to the application via various "highlights" and "special offers" notifications. Unlike notifications and SMS OTP, SMS marketing can be integrated into your communications without any special technical knowledge or automation.

Examples:

Limited-time promotion

[SenderID]

Fancy a feast tonight? 🍔 Get 20% off your order with code SAVORY20. Offer valid until midnight!

User reactivation

[SenderID]

Long time no see!
Come back and get €10 off your next order with the code WELCOME10. We'll be waiting for you!

Launch of a new restaurant

[SenderID]

New to discover! 🍣 Restaurant [Restaurant Name] is now on UberEats. Order today and receive €5 off with code NEWFLAVOR.

Incentive to order for a sporting event

[SenderID]

The match starts soon! 🏀 Order now and receive 2 free drinks with your meal. Use code GAMETIME at checkout.

Encouraging grouped orders

[SenderID]

Get your friends together for a pizza party! 🍕 Save 25% on orders over €50. Use code PIZZANIGHT.

Loyalty

[SenderID]

Thank you for your loyalty! 🎁 As a thank you, here's 10% off your next order. Use code THANKYOU10.

These SMS are designed to attract users' attention, encourage them to place an order, and reinforce their commitment to your application.

NEED MORE EXAMPLES?

All our examples of promotion, sale, private sale, welcome messages...

Why choose smsmode^© for your SMS mailing strategy?

Most of our customers come from the start-up world. This commercial orientation reflects our vision: to support our customers right from the start in using mobile messaging solutions that are agile, scalable and adapted to their needs.

Our teams put their expertise to work for your success, helping you to establish your mobile strategies for your SMS marketing campaigns and for your notification/reminder communications for appointments, order confirmations, etc..,

smsmode^© for many years players in the FoodTech sector who continue to forge our expertise and know-how every day. These close relationships enable us to know which solutions are best suited to each need (online platform, SMS plugins, APIs), and which ones are best suited to your needs. the keys to implementing an effective strategy.

Find out how we can help you grow.

Conclusion

The integration of SMS by food delivery apps represents a doubly beneficial strategy. As we demonstrated above when we looked at the customer journey offered by Deliveroo and Uber Eats, push notifications via SMS enhance the user experience by providing instant, universal updates that reinforce customer trust and satisfaction. SMS marketing, meanwhile, establishes a direct link with users by offering targeted promotions, special offers and reminders that can boost engagement and encourage loyalty.

For these tools to remain effective, it's important to use them in a balanced and strategic way. An overload of messages can lead to user fatigue and disengagement. Precise segmentation and personalization are therefore essential to maximize impact while respecting the user experience. When judiciously combined, SMS push notifications and SMS marketing become powerful levers for this type of application, promoting both customer satisfaction and commercial growth.

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January 09, 2025 - 3 min read

Mobile masking: communicate safely

Elsa Paparone

Introduction

Mobile masking is a technology for anonymising telephone details. By assigning a single-use phone number, you can communicate without having to share your contact data.

Discover this new product, exclusively at smsmode^©.

Need to order lunch at the last minute? Need to book a driver without having to hail him in the middle of the street? Digital technology makes these services available in just a few clicks! The applications pick up your customers' contact data here and there. In particular, their telephone number is collected, a precious key to contacting them anywhere, anytime.

These practices result in the uncontrolled disclosure of telephone contact details. You can now get rid of these unnecessary practices by adopting mobile masking!

A solution: mobile masking

Mobile masking is a technology used by both digital and non-digital businesses. The protocol enables the use of a time-limitedmobile virtual number between two parties wishing to communicate. This technique enables the company and its customer toget in touch without ever exchanging mobile numbers.

A telephone number is randomly assigned to each party , and voice calls are permitted for a set period of time, known as a session. Once the session has expired, the numbers can be reassigned to other companies or retained by the company. The anonymity between your company's employee and your customer is total. This improves the customer experience.

How does it work?

For the company: simply contact us to define your needs together. If your business requires the creation ofa point of contact between your customers and your employees, mobile masking is the best solution.

For the customer: Once the action has been carried out on the company's application or website (ordering a meal via Ubereats, booking a cab on Uber), the customer can be recontacted by the company. For the delivery courier example. The customer is then called via a randomly assigned number with a limited lifetime.

Our free offer - features

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SMS PUSH NOTIFICATION

COMPARATIVE
SMS or push notification? A comparison to help you choose

- PDF AVAILABLE IN ENGLISH AND FRENCH -

Push or SMS notifications: which instant messaging system is best? Which performance? What are the specific features of each?

In this guide, discover the ultimate comparison of "SMS versus push notifications"?

Download the comparison

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SMS information through 9 action sheets

Discover the complete and exhaustive panorama of the potential of SMS used for informational purposes, in this white paper.

smsmode^© needs the contact information you provide to contact you about our products and services. You may unsubscribe from these communications at any time. Visit our Privacy Policy to find out more. You may also, for legitimate reasons, object to the processing of your personal data. To exercise this right, please send an e-mail to dpo(at)smsmode.com.

What are the use cases for informative SMS , and what tools and functionalities are available?

The mobile channel has the distinct advantage of being able to disseminate relevant information in an individualized, personalized and personal way, all in real time... which certainly positions the mobile as the #1 channel for customer relations! Customer follow-up, security, alerts or information, etc.; there are as many possible uses for relational communication as there are needs in terms of direct marketing.

This white paper contains 9 simple, clear and easy-to-apply action sheets, providing a comprehensive overview of the potential of SMS for informational purposes. The ideas and advice we share are the fruit of tried and tested experience, and can be easily and effectively integrated into your efforts to improve customer relations.

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Try out our SMS platform and benefit from 20 free test credits, with no obligation.

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CUSTOMER RELATIONSHIP

10 tips for notifying and building loyalty with the SMS

- PDF AVAILABLE IN FRENCH, ENGLISH AND SPANISH -

In this guide, find out why you should use SMS in customer relations and identify the contact points where SMS improves the customer experience.

Bonus 🎁: sample messages SMS.

Download the guide

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Optimize the delivery experience with notifications SMS

FoodChéri and Seazon offer high-quality meals
delivered to companies (in Paris, Lyon, Bordeaux,
etc.) or to clients throughout France. It’s also a
challenge to innovate in the food sector by refining the customer experience. Mobile messaging helps them to meet this challenge.

60 000

MEALS DELIVERED
PER WEEK

20 min

MAXIMUM TIME BETWEEN ORDER AND DELIVERY

ABOUT

FoodChéri’s mission is to be a virtuous and committed player in food delivery, offering meals that are better for your health and for the planet.
This mission is achieved through 2 brands:

Foodchéri, which delivers fresh, home-cooked lunches in Paris & Ile-de-France, Lyon, Bordeaux, Lille, Nantes, Strasbourg and Toulouse,
Seazon, which offers weekly subscription boxes of home-cooked ready meals made with fresh products and healthy ingredients throughout France.

SECTOR OF ACTIVITY

Food delivery

COMPANY SIZE

230 employees

CREATION DATE

2015

LOCATION

France

CHANNELS

- SMS
- SMS voice

INTEGRATION

- API

USE CASES

- order tracking
- delivery notification
- onboarding

Download the Foodchéri & Seazon success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

instant notification order taking and tracking

SMS, an essential channel for improving customer relations

As soon as the delivery business was launched, SMS was set up to confirm orders, alert on impending deliveries and transmit customer service information.

SMS messages are sent to:

notify about the arrival of an order (if placed on the same day),
track delivery with a link to the site,
notify about an anomaly (e.g. unavailable product, failed payment),
carry out proactive customer service actions (to ensure, for example, that information sent by email has been taken into account),
reactivate opt-in customers with promotional and awareness offers.

It's a channel that's quite effective and naturally used by people, regardless of their age.

Laurent Partouche, Chief Product Officer & Chief Customer Officer FoodChéri & Seazon

The main challenge for FoodChéri and Seazon is to keep customers informed in real-time, via SMS, at every stage of their orders.

What is the aim of the 2 brands? To meet the logistical challenge of these lunch and dinner orders, to ensure and secure the correct delivery — to the home or office — of these fresh products on a date and at a time agreed in advance with the customer.

HIGHLIGHTS OF SMS

the perception of SMS (judged as non-intrusive and “facilitating” life)
the attention paid to the SMS by the customer
very good delivery rate

WEAKNESSES OF SMS

restrictions on the size (in terms of number of characters) and format of content that can be circumvented by using the RCS

opt for SMS, a zero friction solution for express delivery

Optimise digital food delivery processes using SMS text messaging

For FoodChéri, SMS was the obvious choice back in 2015/2016, when digital journeys were in their infancy - particularly during delivery, a key moment and a major friction point in this journey. The need for delivery tracking and notification of the courier's arrival at the bottom of the building was quite new and innovative at the time; and there were no other notification channels!

SMS has the advantage of being more direct than email, especially for people who are in the office at lunchtime. So it was quite natural to choose SMS.

Laurent Partouche, Chief Product Officer & Chief Customer Officer FoodChéri & Seazon

The future has confirmed that SMS is a precious and indispensable ally for those involved in last-mile delivery. The result is a high level of visibility for the customer, in real time, on the progress of his express delivery and on the restricted time slot allocated, anticipation of his presence at the point of delivery and... an increase in customer satisfaction.

This integration of the SMS channel has also been extended to other points of contact: customer service and marketing. Integrated into the FoodChéri and Seazon applications, it creates a unified, attractive digital customer experience.
Technically, this involves integration into the application layer via API; a back-end integration that was quick and easy to achieve. Coupled with the management of differentiated "marketing", "notification automation" & "customer service notification" channels, they benefit from all the power and efficiency of the SMS channel for their processes.

stand out from the crowd by making the onboarding experience interactive and memorable

When SMS comes to lunch

The use of SMS is part of a mix of channels including email, call, chat, onsite or push notifications. Channels that are activated according to the type of contact and communication point, the effectiveness of that channel, and so on. The aim is always to choose the perfect channel for each communication situation, and create the best customer journey to make FoodChéri and Seazon simple and innovative digital catering services.

Another innovative and original mobile messaging initiative implemented by FoodChéri and Seazon is the sending of a welcome voice message. This welcome message for the week's new customers, sent directly to their voicemail, replaces a one-to-one call made by the FoodChéri and Seazon teams. This personalized onboarding is rarely used by brands, and has proved highly successful.

Conversational and voice formats are part of trend where brands want to be able to establish a discussion with their customers very easily.

Fabien Andraud, head of sales smsmode^©

Beyond originality and performance, this use of voice in brand/customer interaction aims to humanize the brand, to establish a personalized, friendly and memorable digital experience. This use of voice marketing ultimately enables FoodChéri and Seazon to build engaged communities and surf the age of conversation!

SMS in customer relations revolutionizes delivery and after-sales service

Poiscaille offers subscription-based home delivery or delivery to a relay point of crates of seafood based on the catch of the day.
This fast-growing startup has made SMS a fundamental link in developing and energizing a high-quality customer relationship and experience.

+20 000

ACTIVE SUBSCRIBERS

+6 000

SMS SENT PER MONTH

92%

SATISFIED CUSTOMERS

ABOUT

Created in 2015 by Charles Guirriec, Poiscaille is the marine version of the vegetable basket: fresh, sustainable, ethical and delivered anywhere in France, in a short circuit. The obligation is: 48 to 72 hours between fishing and delivery to the customer, anywhere in France.

BUSINESS SECTOR Food delivrery

COMPANY SIZE

80 employees

CREATION DATE

2015

LOCATION

France

CHANNELS

- SMS

INTEGRATION - Zapier plugin

USE CASES

- order tracking
- delivery notification

Download the Poiscaille success story

You may also, for legitimate reasons, object to the processing of your personal data. If you wish to exercise these rights, please send an e-mail to dpo(at)smsmode.com.

proactively alert customers by sending an SMS

Instant transmission of customer service information

As a proximity tool “par excellence”, Poiscaille relies heavily on mobile phones to support its customer communication. SMS is used to track shipping incidents, transactional messages such as order reminders, changes of the delivery location following a shop closure, etc. It is also used to send alerts to distribution outlets in case of a missed delivery.

This interactions by SMS are destined to grow with the objectives. By the end of 2023, the number of subscribers will double (as the number of notifications) and Poiscaille will invest in marketing communication. A polymorphic status of the channel makes all its interest.

In the customer journey, SMS is very well suited to contractual and urgent communications and, at the same time, to more retention marketing and acquisition communications.

Tom Guibourdenche, Poiscaille customer service manager

notificaciones SMS de atención al cliente

SMS-Benachrichtigungen des Kundenservice

HIGHLIGHTS OF SMS

a very high message open rate
a channel for all target groups, including seniors
no spam or junk mail

WEAKNESSES OF SMS

the small size of the message available
the cost of long messages

SMS as a means to secure the reading of information

A direct, personal communication channel

Poiscaille relies heavily on SMS interactions, because it solves one of the main challenges of interaction management: it makes sure that the message is read and taken into account by the customer in a short period of time. Indeed, thanks to its unequalled reception and reading rates, this channel allows to be direct and to have the guarantee that the message will be received, while email shows delivery failures due to spam filters, low opening rates and a partial adoption by an older population (which represents a significant part of Poiscaille’s customers).

In customer service, it is not easy to hit the target with every message. SMS ensures that the customer reads the information.

Tom Guibourdenche, Poiscaille customer service manager

Used in different ways depending on the scenarios defined at Poiscaille, SMS replaces email, repeats the information sent by email or, in some cases, completes it. This is the case, for instance, with certain contractual informations is sent proactively, such as the postponement of a delivery or the cancellation of an order, which requires a confirmation of reading by the customer while delivering a long message. Thus, the combination and synergy of email and SMS — including a link to this email — is the best way to contractualise the sending of informationn and offer an optimal customer experience.

creating the perfect customer experience

Personalization is the key to customer relations

Through sending of these notifications, Poiscaille adopts an approach geared towards personalising and individualising exchanges to guarantee growth and retention. To do this, Poiscaille consultant refer to a library of predefined templates based on listed scenarios. The degree of personalisation of these messages evolves according to the nature of the problem encountered by the customer: from the insertion of simple data such as the first name to the complete rewriting of the message in certain specific cases. A contextualisation of the customer relationship that Poiscaille wishes to extend to hyper-personalization — is to offer an ever higher overall quality of experience — 100% automated, with the transmission of a panel of variables to the SMS messages.

Successfully completing the data pivot is the prerequisite to build a truly 1to1 customer relationship.

Fabien Andraud, head of sales smsmode^©

This automation of scenarios requires technological changes based, on the one hand, on data-centred software and, on the other hand, on the parameterisation of triggers and workflows. The first steps towards automation have been taken via Zapier for exchanges with distributor relay points. Poiscaille’s short-term objective is to scale up the model by applying this automation to the customer care part and by choosing the most suitable technological interconnection. A must-have for — and in the service of — customer relations which would then enable the full potential of the SMS channel to be exploited.

SMS OTP for secure deliveries

Introduction

What is SMS OTP?

How does SMS OTP guarantee delivery?

How do I set up SMS OTP?

Delivery applications and SMS

Introduction

The rise of "food delivery" players

What are the communication strategies for delivery?

SMS/Push notification

Authentication by SMS

DELIVEROO

JUST EAT

UBER EATS

SMS marketing

Limited-time promotion

User reactivation

Launch of a new restaurant

Incentive to order for a sporting event

Encouraging grouped orders

Loyalty

Why choose smsmode© for your SMS mailing strategy?

Conclusion

Mobile masking: communicate safely

Introduction

A solution: mobile masking

How does it work?

Our free offer - features

COMPARATIVE SMS or push notification? A comparison to help you choose

Download the comparison

SMS information through 9 action sheets

What are the use cases for informative SMS , and what tools and functionalities are available?

Create your free account

10 tips for notifying and building loyalty with the SMS

Download the guide

Optimize the delivery experience with notifications SMS

instant notification order taking and tracking

SMS, an essential channel for improving customer relations

opt for SMS, a zero friction solution for express delivery

Optimise digital food delivery processes using SMS text messaging

stand out from the crowd by making the onboarding experience interactive and memorable

When SMS comes to lunch

SMS in customer relations revolutionizes delivery and after-sales service

proactively alert customers by sending an SMS

Instant transmission of customer service information

SMS as a means to secure the reading of information

A direct, personal communication channel

creating the perfect customer experience

Personalization is the key to customer relations

Why choose smsmode^© for your SMS mailing strategy?

COMPARATIVE
SMS or push notification? A comparison to help you choose