• Reliability in the context of bulk SMS services refers to the provider’s ability to deliver messages consistently without internal or external failure costs. With a reliable provider, your messages are less likely to get lost in network congestion or suffer from packet loss, thus ensuring that your SMS reaches its intended recipients.

• Assurance is another essential dimension of service quality. It is vital that your bulk SMS service provider offers a robust SMS API, capable of handling the volume of messages you need to send without overloading network resources or disrupting critical applications.

• Empathy, the final dimension of service quality, is all about understanding and meeting customers’ expectations. The best services strive to understand their client’s needs and design their services accordingly. They provide responsive customer service and tools to help you track and measure the success of your SMS campaigns.

Given these dimensions of service quality, finding a provider who offers a quality service at a reasonable cost can be challenging. While there are several bulk SMS service providers in Kenya, it is essential to consider the balance between cost and quality. Lower prices may lead to compromised service quality, network congestion, or even service failure, all of which can impact your campaign’s effectiveness and your customers’ satisfaction.

When looking at cost, consider not only the upfront cost but also the potential internal and external failure costs. A cheap service may end up being costly if it results in missed messages, unhappy customers, and lost business. On the other hand, a more expensive service may offer better reliability, less network congestion, and improved customer satisfaction.