From real client conversations
Questions clients in different countries ask us
Real questions from brands we work with, paraphrased and answered the way we answered them. Names and details removed.
“We received a notice to register our SMS Sender ID. What is it, and do we need to act?”
An Australian online wig and costume retailer · May 2026
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How we answered
It's an Australian requirement: brands sending SMS under a branded sender name must register that Sender ID under the regulator's newer rules. Even a Sender ID that worked before needs re-registering, and messages from unregistered IDs may be blocked. Registration has to be completed by the business, so we sent a short walkthrough video, monitored the status, and followed up with platform support when it stayed 'under review' after approval. SMS in the welcome flow was switched back on only once registration was confirmed. If a brand isn't sending SMS to Australia at all, the notice needs no immediate action.
“Should our emails call us the 'best-selling' option so we stand out?”
An Australian wellness brand writing to consumers and retailers · Jun 2026
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How we answered
For Australian consumers and retailers, we'd avoid it. This audience tends to respond better to humble, authentic messaging, and big claims like 'best-selling' or overly promotional positioning can reduce trust instead of building it. The more persuasive approach is to let prospects reach the conclusion themselves: share the facts, such as how many stores already stock the range, the fact that they keep reordering, awards and real customer outcomes, and let that evidence do the selling. It reads as confident without sounding like hype, which is exactly what a skeptical shopper or store owner wants to see.
“France has new rules on email open tracking. What do we need to change in our sign-up form and settings?”
A multi-market apparel brand with French subscribers on Klaviyo · Aug 2026
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How we answered
We handled it in layers. First, open-tracking switches in some platforms apply store-wide, across every market rather than just France, so we flagged that and recommended checking with legal counsel before changing them. Second, we built a France-specific pop-up with two separate, unticked checkboxes: one for marketing consent and an optional one for open tracking. We kept the marketing checkbox required because the form unlocks a welcome discount and the welcome flow; if it were optional, someone could submit without consenting and still receive marketing emails. Finally, the open-tracking answer needs a small developer-built webhook so it updates the platform's native tracking status instead of sitting in a stored field.
We've translated our content into Hindi for customers in India. Is it ready to use?
A global online service testing localized content for regional audiences · Oct 2025
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How we answered
The translation itself is accurate, but it's written in a very pure, traditional register of Hindi. Most people in India speak a more casual, everyday Hindi, often called Hindustani, that naturally blends in Urdu, English and simpler words. Content in the formal style can feel distant and be harder to follow, which works against the whole point of localizing. Our recommendation is to recreate it in a natural, conversational style so the audience can understand it easily and connect with it. The same principle applies to any multilingual program: localize into the language your customers actually use day to day, not just the textbook version.