Here are some of the common tips to consider while sending the model validation notice through email.
1. Make email easier and accessible for consumers. There are two ways one could send the validation notice - a) Present the notice in the body of the email, b) Send the notice as an attachment (PDF) file in the email. Among these, the first option of having the notice delivered through the body of the email appears to be easier since most of consumers access email through the mobile phone and direct access to the content from the body appears to the be best option compared to the PDF files.
2. Consider formatting the email content for all devices. Considering 95% of the consumers will be accessing email through cellphone, ensure the format and design of the notice is user-friendly for mobile phones as well as large screen machines- tablets, laptops and personal computers. Keeping mobile first as the design philosophy, avoid using images and HTML templates that might lose alignments and legibility of the content while accessing them on smaller devices (mobile).
3. Subject lines are important. Like any other email campaign, it is important to keep in mind that consumers access and read emails based on the subject lines that get their attention. Meanwhile, one cannot keep the subject line too casual since the model validation notice is an official communication to the consumer. Experts suggest including the name of the creditor along with the truncated account number (Original) which has a higher chance of an open rate since consumers know the creditor than the agency. Additionally include the first name of the consumer in the subject line. According to a survey poll, 75% of agencies confirm, by adding the first name in the subject line, the likeability of consumers accessing and even responding is significantly higher.
4. Payment portal and dispute portal. One of the key goals of delivering the validation letter through email is to increase the active engagement of consumers by directing them to consumer portals and utilizing self-service tools available at their disposal. Also, ensure to add hyperlinks to resources that might be helpful in guiding consumers in resolving their outstanding debt and dispute the debt too.
5. Unsubscribe is not optional but a must. Though we believe that the new age consumers prefer emails over print mails and self-service portals over speaking to an agent over the phone, it is equally important to give consumers the ability to opt out from email communication, if they don’t prefer this chosen method. So, adding the unsubscribe link is a must, and experts suggest placing the link at the top of the body of the email content and avoid any inconspicuous situation.
Note: These are not legal advice but some of the best practice adopted from industry wide and shared here for the benefit of all. Please consult with your legal advisory team about sending validation notices through email in a compliant manner.
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