Contact Method Preferences

Overview

OnPitch supports multiple communication channels - SMS, email, and WhatsApp - to reach your fans through their preferred methods. Understanding how contact method preferences work, when to use each channel, and how to optimize your multi-channel strategy helps you maximize engagement while respecting fan preferences. This lesson covers the three communication channels, their strengths, and how to use them effectively.

What You'll Need

• Active OnPitch account with completed verification
• Understanding of your audience demographics and preferences
• Knowledge of your target markets (domestic vs international)

Available Communication Channels

1. SMS (Text Messages)

SMS is OnPitch's primary communication channel for North American audiences, offering the highest engagement rates and immediate delivery.

SMS capabilities:

• Immediate delivery: Messages typically arrive within seconds
• High open rates: 95%+ of SMS messages are read within 3 minutes
• Direct engagement: Fans can reply directly to your messages
• Rich media support: Send images, links, and attachments

Geographic availability:

• Primary markets: United States and Canada
• Requirements: Verified phone number and TCPA compliance
• Carrier support: All major carriers supported
• International: Limited availability, WhatsApp preferred for global reach

Best use cases for SMS:

• Time-sensitive announcements (show starts, ticket sales)
• Exclusive offers with limited availability
• Personal updates and behind-the-scenes content
• Event reminders and last-minute changes

2. WhatsApp Business

WhatsApp provides global reach and rich messaging capabilities, especially effective for international audiences.

WhatsApp capabilities:

• Global reach: Available in 180+ countries
• Rich media: Images, videos, documents, and voice messages
• High engagement: Strong open rates in international markets
• Business features: Professional messaging tools and automation

Geographic strengths:

• International markets: Preferred in Europe, Latin America, Asia, and Africa
• Mobile-first regions: Areas where WhatsApp is the primary messaging platform
• Cross-border communication: Effective for global touring artists
• Cost-effective: Often cheaper than SMS for international messaging

Best use cases for WhatsApp:

• International fan communication
• Rich media content sharing
• Global tour announcements
• Multimedia behind-the-scenes content

3. Email

Email serves as the universal backup channel and is ideal for longer-form content and detailed communications.

Email capabilities:

• Universal availability: Works worldwide without restrictions
• Rich formatting: HTML emails with images, styling, and layouts
• Detailed content: Perfect for newsletters, detailed announcements, and stories
• Archive value: Fans can save and reference emails later

Email strengths:

• Reliability: Always available as a fallback option
• Cost-effective: Lower per-message costs than SMS or WhatsApp
• Professional appearance: Branded emails enhance your professional image
• Detailed analytics: Comprehensive open, click, and engagement tracking

Best use cases for email:

• Detailed newsletters and updates
• Professional announcements and press releases
• Backup communication when other channels fail
• Long-form content and storytelling

How Fans Choose Contact Methods

1. Geographic-Based Selection

OnPitch automatically presents the most relevant contact methods based on fan location.

North American fans see:

• SMS (primary option)
• Email (always available)

International fans see:

• WhatsApp (if you have it enabled)
• Email (always available)

Why geographic targeting works: Fans see the communication methods they're most likely to use and engage with in their region.

2. Fan Preference Factors

Understanding why fans choose specific contact methods helps you optimize your strategy.

SMS preference factors:

• Immediacy: Want instant notifications
• Convenience: Already use text messaging regularly
• Mobile-first: Primarily use mobile devices
• Local audience: Based in North America

WhatsApp preference factors:

• Global standard: WhatsApp is their primary messaging app
• Rich media: Want to receive images and videos
• International: Located outside North America
• Mobile-centric: Prefer mobile-native communication

Email preference factors:

• Professional: Want formal, detailed communications
• Archive: Like to save and organize messages
• Desktop access: Often check email on computers
• Privacy: Prefer less immediate communication

3. Multi-Channel Subscribers

Some fans may subscribe through multiple channels for different types of content.

Multi-channel strategies:

• Channel-specific content: Send different content types to different channels
• Redundancy: Use email as backup for important SMS announcements
• Preference evolution: Fans may switch preferred channels over time
• Global touring: Use SMS domestically, WhatsApp internationally

Managing multi-channel subscribers: OnPitch prevents duplicate messages and allows fans to choose which channels receive which types of content.

Optimizing Your Multi-Channel Strategy

1. Channel-Specific Content Strategy

Tailor your content to match the strengths of each communication channel.

SMS content optimization:

• Concise messaging: Keep messages under 160 characters when possible
• Clear calls-to-action: Direct, actionable requests
• Time-sensitive content: Leverage SMS's immediacy
• Personal tone: Casual, direct communication style

WhatsApp content optimization:

• Visual content: Take advantage of rich media capabilities
• Conversational tone: Match WhatsApp's casual messaging style
• Cultural adaptation: Adjust content for international audiences

Email content optimization:

• Detailed information: Longer-form content and explanations
• Professional formatting: Well-designed HTML emails
• Comprehensive updates: Complete information in single messages
• Archive value: Content fans will want to reference later

2. Timing and Frequency Optimization

Different channels have different optimal timing and frequency patterns.

SMS timing best practices:

• Peak hours: 10 AM - 8 PM local time
• Frequency: 2-4 messages per week maximum
• Urgency: Use for time-sensitive communications
• Respect boundaries: Avoid late night or early morning messages

WhatsApp timing considerations:

• Global time zones: Consider international audience schedules
• Cultural patterns: Respect local communication customs
• Business hours: Generally 9 AM - 9 PM local time
• Weekend engagement: Often higher on weekends

Email timing strategies:

• Business hours: Tuesday-Thursday, 10 AM - 2 PM perform well
• Weekly newsletters: Consistent day/time builds expectation
• Less time-sensitive: Can be sent outside peak hours
• Batch communications: Combine multiple updates into single emails

3. Performance Tracking by Channel

Monitor how each communication channel performs to optimize your strategy.

Key metrics by channel:

SMS metrics:

• Delivery rate: Should be 95%+ for valid numbers
• Click rate: 15-25% for well-crafted messages
• Response rate: Direct replies and engagement

WhatsApp metrics:

• Delivery rate: High for active WhatsApp users
• Open rate: Should be 75%+ for engaged audiences
• Click rate: 15-25% for well-crafted messages

Email metrics:

• Delivery rate: Should be 95%+ with good list hygiene
• Open rate: 20-30% is typical for engaged audiences
• Click rate: 3-8% depending on content and audience
• Unsubscribe rate: Should stay below 2%

Managing Contact Method Preferences

1. Fan Control and Flexibility

OnPitch gives fans complete control over their contact method preferences.

Fan preference options:

• Channel selection: Choose SMS, WhatsApp, or email during signup
• Multi-channel subscriptions: Subscribe to multiple channels if desired
• Content preferences: Choose which types of messages to receive on each channel

Why flexibility matters: Fans who can control their communication preferences are more likely to stay subscribed and engaged.

2. Compliance and Opt-Out Management

OnPitch makes it easy to stay compliant with all major messaging regulations and ensures your fans' preferences are always respected.

SMS compliance:

• Automatic opt-in and opt-out: OnPitch manages TCPA-compliant consent and opt-out flows for you
• Carrier guidelines: Built-in safeguards ensure your messages meet carrier content and frequency requirements
• Sender identification: All messages are clearly branded with your identity

WhatsApp compliance:

• Consent management: Fans must provide clear opt-in before receiving WhatsApp messages

Email compliance:

• CAN-SPAM and GDPR ready: OnPitch includes proper headers, unsubscribe links, and sender identification in every email
• List hygiene automation: Bounced and inactive addresses are automatically removed to keep your list clean
• Data protection: Subscriber data is handled securely and in accordance with international privacy laws

With OnPitch, you can be confident that your communications are compliant and your fans' preferences are always honored.

Troubleshooting Contact Method Issues

1. Delivery Problems

When fans report not receiving messages on their preferred channel:

SMS delivery issues:

• Carrier blocking: Some carriers filter promotional messages
• Number changes: Fans may have changed phone numbers
• International roaming: Messages may not deliver when traveling
• Device issues: Some phones have SMS filtering

Solutions: Verify phone numbers, suggest email backup, contact OnPitch support

WhatsApp delivery issues:

• Account status: Fan's WhatsApp account may be inactive
• Business messaging limits: WhatsApp has messaging restrictions
• International connectivity: Network issues in some regions
• App updates: Outdated WhatsApp versions may have issues

Solutions: Confirm your WhatsApp connection to OnPitch is active, suggest alternative channels, contact OnPitch support

Email delivery issues:

• Spam filtering: Messages may go to spam folders
• Email changes: Fans may have changed email addresses
• Provider blocking: Some email providers block bulk messages
• Full inboxes: Some email accounts may be full

Solutions: ask fans to whitelist donotreply@onpitch.io

2. Low Engagement on Specific Channels

If certain channels show lower engagement than expected:

Possible causes and solutions:

• Content mismatch: Adjust content style for each channel
• Timing issues: Test different send times for each channel
• Frequency problems: Some channels may need different messaging frequency
• Audience preferences: Some audiences may prefer certain channels

Optimization strategies:

• A/B test content styles for each channel
• Analyze engagement patterns by channel and adjust strategy
• Consider channel-specific campaigns to boost engagement

Next Steps

With a solid understanding of contact method preferences and multi-channel strategy, you're ready to move on to subscriber management, where you'll learn how to organize and engage your growing audience across all communication channels.