Has your current messaging API provider tried to persuade you into switching from 10DLC numbers to Toll-Free numbers for business texting? In many cases, legacy SMS API providers encourage the switch from 10DLC to Toll-Free because they don't have the in-house expertise required to effectively support A2P 10DLC.

In this 3-part article series, we clearly break down the difference between 10DLC and Toll-Free so you have all the facts and can make the best decision for your software and customers.

To provide context, back in the day short codes were the most popular because of their high throughput. But with the creation of the application-to-person (A2P) messaging pathway, all A2P number types including short code, Toll-Free, and 10DLC now have similar throughput capabilities.

So how do you choose? We know 10DLC can seem challenging without the right partner, so we understand, but it’s important to note that making the switch isn’t any easier or a permanent solution to SMS compliance. 

The most important thing to remember is, picking the right A2P messaging channel should be 100% based on your customer’s use cases and not on any other variables like time to onboard or cost and so on. Tailoring numbers to use cases gives your customers the best messaging experience and chance to be successful.  

If you’re evaluating switching from 10DLC to Toll-Free, make sure you have all the facts first. 

Debunking 10DLC vs. Toll-Free Myths

Myth: You need to switch to Toll-Free as you scale ❌

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It is a common misconception that a certain number type is better than another as you scale. In the case of 10DLC vs. Toll-Free, you can scale high volume messaging on either channel effectively and should choose based on your customer’s use cases.  

For example, a customer may need local 10DLC numbers so they can show local presence, which is typically the main reason customers would choose a 10DLC. Toll-Free is more commonly used to advertise nationally/internationally. 

Another use case for 10DLC is if a given Brand has been using 10DLC for years and all their customers are familiar with that number. Having to switch to Toll-Free would require them to change their number and to update all their customers which is not easy to do. This should all be taken into consideration beyond turnup times and throughputs. 

It may be true that you need better support and guidance as you scale to handle compliance changes on both 10DLC and Toll-Free. Instead of exploring number switches when scaling, consider upgrading your messaging API provider to get better support for your team as A2P rules will continue to evolve on all numbers. 

Myth: Localized numbers are only for small businesses ❌

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Localization on 10DLC is often used by small businesses with a local presence, but that does not mean the benefits are exclusive to small businesses. Businesses of any size can benefit and build trust with customers in specific locations. 

For example, Walmart and Target use 10DLC numbers for order updates, pharmacy reminders, pickup notifications, transactional notifications and more.

Trust and localization go hand-in-hand. Yes, in the past customers trusted Toll-Free numbers, due to recognized commercial use. And it is common for example to see long-standing businesses stick with their Toll-Free number simply because they’ve been using it for decades and it’s known to their consumers.

But due to the compliance process put in place to leverage 10DLC or local numbers like registering with The Campaign Registry (TCR), they have become widely trusted in the consumer community for that reason. So much so that the industry is highly considering adding Toll-Free to the TCR ecosystem in order to further secure the A2P landscape. 

When considering a switch, make sure to do what’s best for your customers use cases, for example:

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Toll-Free:

• Great for contact centers 
• Can purchase a vanity number spelling out the business name

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10DLC:

• Demonstrates a local presence with regional area codes
• Region-specific numbers can help to avoid looking overly “spammy”

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Consult a Trusted A2P Messaging Expert

At Telgorithm, we are the experts in 10DLC and we also offer Toll-Free messaging. This is because we strongly believe that you should choose numbers based on customer use cases and nothing else. We will support your team either way. 

If you need help making the right decision for your organization, reach out to a Telgorithm expert and book a free consultation with us today. We can give you all the facts in order to help you decide on your next move. 

Stay tuned for more! In our second article in the series of 10DLC vs. Toll-Free Myths we will debunk onboarding time and general cost breakdowns for each number.

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