You’ve spent time crafting emails that end up in spam, social posts lost in crowded feeds, and costly ad campaigns that aren’t sustainable. 

The real problem? Your message isn’t reaching customers where it matters most.

Now, imagine a solution that bypasses these barriers and connects with your audience directly  in the palm of their hand. That’s the power of SMS marketing campaigns. 

With the average person spending almost 4.5 hours a day on their phone, SMS or text marketing  campaigns have a higher  chance of  engaging customers and driving sales.

In this blog post, we dive into  SMS campaigns, share examples of successful texting campaigns, and reveal  top tips to create effective text marketing  campaigns. 

What are SMS campaigns?

SMS campaigns are a marketing strategy that sends targeted text messages to promote services and products, or convey information  to a targeted list of recipients. 

Text messages are brief, so even a quick glance typically means your audience has read the entire message. You can effectively convey your message almost every time.

These texting campaigns are typically used by businesses to directly communicate with customers. SMS campaigns boast  high open rates and are perfect  for:

• Promoting sales and special offers
• Announcing product launches
• Sending order and shipping updates
• Delivering  time-sensitive alerts and reminders
• Building customer loyalty with personalized messages

Benefits of text marketing campaigns for e-commerce

High engagement rates

With open rates as high as 98%, SMS campaigns can increase customer engagement. Also, most people check their text messages within minutes of receiving them, so your message is almost guaranteed to be seen quickly.

Personalization opportunities

By using customer data in your SMS campaigns—such as their name, past purchases, or browsing history—you can tailor your SMS campaigns to each individual recipient.

Direct and immediate communication

SMS messages are perfect for creating a sense of urgency, for example, “Sale ends today” or “Limited stock available.” Texts are delivered instantly and customers are more likely to take prompt action.

Customer retention

Discount coupons and offers aren’t the only way to retain customers or to get them to subscribe for SMS marketing campaigns. But they do play a big role. 

According to a Forbes piece, 77% of consumers say discounts influence where they shop.

This means that customers are choosing to purchase through SMS. If you maintain the best SMS marketing practices, you can retain more customers. 

Integration with Shopify and e-commerce tools

Most SMS marketing tools integrate with your Shopify store. You can sync Shopify contacts and collect data from your storefront. 

This builds an automated system where you don’t have to switch multiple platforms to manage campaigns and see results. You can personalize messaging and make routing decisions based upon customer data in Shopify.

How to create an effective text marketing campaign in 6 easy steps

1. Define your campaign goal

Before diving into texting campaigns, define what you want to achieve with them. Your goal will guide your campaign's structure, messaging, and frequency. 

Do you want increased sales, better customer engagement, or event promotion?

Here are some goals for your SMS campaigns:

2. Build a targeted list of subscribers

A targeted list of subscribers is essential for any successful SMS campaign. First, ensure you follow SMS best practices, such as asking for opt-in, and comply with regulations such as GDPR in Europe and the CAN-SPAM Act. You can gain consent by adding opt-in forms on your website homepage, in physical stores, or in social media campaigns. Wondering how you can avoid getting into trouble with your texting campaigns?

• Keep content free from inappropriate material
• Ensure subscribers know what they're agreeing to when opting in.
• Avoid sending messages outside normal hours to respect your audience.
• Honor opt-outs and promptly remove unsubscribers from your list.

Once you’ve gained consent, grow your subscriber list by: 

1. Offering incentives: Reward customers for subscribing to your SMS list by offering a special discount or giveaway goodies.

2. Promoting across channels: Don’t limit your sign-up invitations to just your website. Promote SMS sign-ups across your email campaigns, social media, and even printed receipts or packaging.

3. Leveraging existing subscribers: If you already have an email list or followers on social media, encourage them to join your SMS list for exclusive mobile-only offers and updates.

4. Keeping the opt-in process simple: Avoid long or complicated forms. A quick message with a keyword and number to text can make the process simple and fast.

You can use an  SMS marketing automation tool like Plivo CX to grow your marketing list. Plivo CX’s Audiences feature syncs your Shopify contacts in real time and offers an excellent solution for managing and targeting your SMS subscribers. With Audiences, you can organize your subscribers into targeted segments based on demographics, purchasing behavior, or engagement level. This ensures your campaigns are highly relevant. The best part? You can create segments with unlimited rules and send hyper-relevant messages to your subscribers. 

3. Craft engaging and concise messages.

Once you’ve picked the right SMS marketing platform, you must create text messages for your audience that are clear, engaging, and concise — all within the strict 160-character limit. You must capture attention and convey value quickly and drive action.Tips for crafting engaging messages for your text marketing campaigns:

• Be direct: With limited space, skip the fluff and get straight to the point. Lead with the most important offer or benefit.
  
  
• Spark curiosity: Use intriguing language or ask a question to encourage  recipients to read the entire message.
  
  
• Personalize: Boost engagement by addressing recipients by their first name or referencing recent purchases. 

For example, "Thanks for your order, Sarah! Your package is on the way. Use code SHIP10 for 10% off your next purchase."

• Use clear CTAs: Create urgency with phrases like "limited time offer" or "expires today" to drive immediate action. 

For example, "Click to claim your free shipping" or "Tap to unlock 20% off your first purchase."If you don’t want to spend hours crafting the perfect copy for your texting campaigns, you can use Plivo CX’s Copywriter AI. Once you set the goal, parameters, timing, urgency, and tone, Copywriter AI then crafts engaging SMS messages that align with your campaign’s objectives, all  within the 160-character limit. You can then review the different options Copywriter AI comes up with and fine-tune the content before sending. 

4. Pick the time and frequency wisely‍

Ninety-six percent of customers have felt annoyed by brands’ SMS marketing messages, and the number one reason was “messaging too frequently.”   Overloading your audience with frequent messages can not only lead to your customers ignoring or unsubscribing from your list as a result of message fatigue but also negatively impact your brand reputation.Limit your marketing messages to 2-3 times a week. Consider your audience’s time zones if they live in different regions of the world. Plivo CX's Journeys feature allows you to send the right message to the right customer at the right time based on their activity. With Journeys, you can identify key events that trigger messages to meet customers where they are in their journey. These include messages for:

• Returned orders 
• Abandoned carts
• Feedback requests 
• Shipment notification 
• First-time purchases 

The best part? You don’t need a developer to build these Journeys for you. Plivo CX has no-code workflows that allow you to create and optimize journeys by yourself. 

Create Events to start a Journey instantly  and schedule messages with precise timing.  For example,  send a follow-up  for an abandoned cart  5-6 hours later.

5. Add SMS to your omnichannel strategy

Now that you know how to start your text marketing campaign, it's time to integrate it with your other channels, like email, social media, and more. By combining SMS with other marketing platforms, you can ensure consistent and effective communication, making your brand’s message clearer and more impactful. Here’s how you can blend SMS into your omnichannel strategy:

• Align messaging across channels: Ensure that your SMS campaigns complement what you're sharing in emails, on social media, or in paid ads. 

For example, if you’re promoting a sale, use SMS to send quick reminders, while your email or social media can dive into more product details with visuals and product links.

• Drive engagement between channels: Use SMS to drive engagement on other channels. For example, send a text with a link to your latest blog post, social media contest, or email newsletter signup.

If you want to send consistent messages across all channels,  Plivo CX’s Campaigns enables you to select your audience, choose your preferred channels, and schedule messages. Then, Plivo CX Engage can deploy the campaign at your desired time so that you can get back to your other marketing priorities.

6. Pick the right tool to automate your SMS campaigns 

No matter how hard you try, you can’t plan, write, and send every message on your own.  Automation ensures  consistent communication with your audience, helping you hit key dates and seize opportunities effortlessly.An SMS marketing automation tool like Plivo CX saves you time, increases efficiency, and leads to more consistent results.

Examples of successful SMS campaigns

Flash sales and limited-time offers

PopUp Makeke uses SMS marketing to share holiday shopping offers with its subscribers.

Abandoned cart reminders

Cloudy uses text marketing campaigns to nudge Tiaja to complete her order.

Loyalty and reward programs

Brooklinen uses text marketing to share Black Friday deals with its Platinum Comfort Crew members. 

Product launch announcements

Bisoulovely uses text marketing campaigns to promote its new Valentine’s Day collection.

‍Essential metrics to measure your SMS campaign success

Pick the best tool to launch your SMS marketing campaigns

In this blog, we’ve covered everything you need to know about SMS marketing campaigns — from crafting effective messages to integrating SMS  with other marketing channels. But, to truly unlock the potential of SMS marketing, you need the right SMS marketing tool. That’s where Plivo CX shines. 

Plivo CX leverages a premium carrier network from  Plivo which lets you send messages to 220+ countries and territories. Plus, it offers a range of features designed to fully automate your SMS campaigns. 

Thanks to Plivo CX’s automation capabilities, you can:

• Pre-schedule campaigns for holidays, events, or launches, ensuring timely customer outreach
• Import contacts from e-commerce stores, including Shopify, opt-in forms, or APIs, and segment your audience with 360-degree visibility
• Personalize the SMS messages using data like names or purchase behavior
• Automate messages with the Journey feature, triggering based on customer actions like purchases or sign-ups

Detailed analytics from Plivo CX also let you track campaign performance and optimize for better results from your text marketing campaigns. 

With Plivo CX's robust features, you can seamlessly launch and manage strong SMS marketing campaigns. Sign up for Plivo CX today.

SMS boasts an impressive open rate of 98%, with most messages read within minutes. This makes it a powerful channel for delivering information quickly and effectively. 

Bulk SMS takes this advantage to the next level, allowing businesses to reach thousands of customers simultaneously while maintaining a personal touch.

It lets you connect with thousands of customers at once through highly personalized messages, driving engagement faster than you can say 'check your inbox.' 

In this blog post, we explore bulk SMS campaigns and talk about how sending personalized messages to the masses can help you grow your brand. 

What is mass SMS marketing? 

Mass SMS marketing is the practice of sending promotional or informational text messages to a large group of recipients. It’s a highly efficient and cost-effective way for businesses to communicate directly with their customers on their mobile devices. 

Here’s everything you can do with SMS marketing campaigns:

• Promotional campaigns: Notify customers about discounts, special offers, or flash sales.
• Order updates: Keep customers informed about their purchase status, including shipping confirmations or delivery notifications.
• Appointment reminders: Send reminders to customers about upcoming appointments to reduce no-shows.
• Event alerts: Inform customers of upcoming events or important dates so they don’t miss out.

Bulk SMS messages are especially useful for businesses in retail, hospitality, healthcare, and ecommerce, where personalized, timely communication is super useful to drive engagement and conversions.

Benefits of mass SMS marketing

95% of SMS are opened within 3 minutes of delivery. This makes SMS great for sending time-bound offers or sales information. And that’s just one benefit, here’s how you amplify the benefits of SMS with mass SMS marketing:

High open rates

SMS has 98% open rates. Unlike email marketing, where messages can get stuck in spam filters or cluttered inboxes, SMS is almost guaranteed to reach the recipient’s inbox, resulting in higher visibility.

Immediate reach

Unlike emails or ads, customers don’t need to open another app to check out your messages. Bulk SMS marketing messages reach directly to your customers’ mobile phones so they can access them quickly, even when they’re using mobile for something else like browsing through social media platforms.   

Personalization

Bulk SMS marketing tools let you personalize your messages to the last customer action. Your customers abandoned the cart? You can run an abandoned cart message campaign for it. Is it someone’s birthday? You can run event messaging campaigns for it. 

Cost-effective

SMS pricing depends on how many SMS you send, so bulk SMS campaigns can reduce the overall cost. Once you have a list of subscribers, the only recurring cost is the price of sending the messages. Also, the high engagement and open rate of SMS campaigns results in high ROI, which makes SMS quite cost-effective. 

💡Pro tip: Look for an SMS marketing platform that has it’s own carrier network to get a great deal on SMS costs.

Integration with other platforms

The tools you choose to send bulk SMS campaigns come with integrations that streamline your customer interactions. For example, if you use HubSpot to manage customer relationships, you can also send personalized messages, reminders, or promotions directly from the platform. You can automate SMS campaigns, track customer interactions, and follow up more effectively, all in one place, without needing separate systems.

Types of messages in a bulk SMS campaign

You can send various types of messages in bulk SMS campaigns. Let’s check out some of them here from different brands:

Restock alerts

Polka Dot Print Shop sends an alert about their restocked items. They also provide a code for free shipping so customers are more tempted to buy them. 

Promotional offers and discounts

CROSSNET shares holiday gifting advice with its customers while promoting its niche products for teenagers.

Product launch announcements 

Dr. Brite promotes its newly launched app where customers can get 25% off - a great way to promote a new platform while selling more products.

Order confirmations

St. Botanica shares order confirmations via SMS.

Loyalty program updates

Tentree shares mystery bags with its VIP members.

Steps to get started with mass SMS marketing

Now that you know how beneficial mass SMS marketing is and you’ve also seen examples, it’s time to take action. Follow these steps to create your own mass SMS marketing campaign.

Choose an SMS marketing platform

find an SMS marketing platform that allows you to send targeted messages, automate responses, and track results seamlessly. Consider factors like pricing and scalability to ensure the platform grows with your business. You can optimize your SMS marketing efforts with features like:

• Scheduling
• Automation
• Analytics 
• AI writing assistance
• No-code workflow builders
• Own network
• Low cost
• High deliverability 

You can find all these features in Plivo CX. It’s an SMS marketing automation tool that has features from customer segmentation to writing SMS copy to analytics.

Why choose Plivo CX as your go-to SMS marketing tool?

Plivo CX leverages a premium carrier network from Plivo that lets you create, schedule, and send personalized messages to 220+ countries. With Plivo you can segment your customers with Audiences. You can trigger relevant messages based on customer actions and send them through Journeys. 

This combination makes sure you’re always sending the right message to the right customer at the right time. Since all messages are relevant to customers and drive them towards action, you don’t waste any money and save up to 70% of SMS marketing costs. 

Build your SMS subscriber list

First things first, to build an SMS subscriber list with engaging customers, you must obtain clear consent through opt-ins. This ensures compliance with privacy laws and builds trust with your audience. 

Also, customers are willing to receive SMS messages. On average, customers are opted into 8 SMS programs from brands they follow.  

To grow your SMS list, you can leverage multiple channels such as website pop-ups, social media, and in-store promotions. Here’s how:

• Place opt-in pop-ups on homepages or other places where it captures the attention of visitors. You can also offer them an incentive like a discount in exchange for their phone number. 
• On social media platforms, you can promote exclusive offers for subscribers.
• In physical stores, you can promote opt-in forms using signage or QR codes to encourage customers to sign up on the spot.

Segment your audience

Personalization and segmentation go hand in hand. When you segment your customers into specific groups, you can send messages relevant to each of them. Customer segments include first-time shoppers, cart abandoners, high-spending customers, bargain shoppers etc. 

For example, when a first-time shopper receives a thank you message along with a discount for their next purchase, they feel seen. It shows that you value their purchase. 

You can segment customers based on behaviors, demographics, or past purchases to improve engagement. But, it would be extremely hard to do this manually. You can try Plivo CX’s Audiences. 

Audiences in Plivo CX lets you sync contacts from the Shopify store in real-time. Then, it allows you to segment your customers based on unlimited rules. 

The best part? The segment build is code-free so anybody from your team can create customer segments and start sending personalized messages. 

Craft compelling SMS content

SMS messages have a 160-character limit, so it’s important to make every word count. Avoid jargon or complex words that may confuse the recipient. Write as though you’re having a conversation.

You can add the customer’s name or product information to make the message more relevant to them. Add urgency to nudge customers to make purchases. You can do that by sending time-sensitive offers such as, “code expiring in 20 minutes” or “offer valid till stock lasts”. 

Remember to add a CTA at the end of each message. Use action verbs to direct the recipient towards the desired action.

Here are some messages you can use in your bulk SMS campaign. 

• Example: “Reserve your spot today by replying YES.”
• Example: “Hi Jane, your 20% discount expires tomorrow! Use code JANE20 at checkout to claim your discount now: [link].”

If you don’t have a team of copywriters to help you with SMS copy, you can try Plivo CX’s Copywriter AI. The AI assistant crafts irresistible messages that attract responses. All you have to do is provide your goals, parameters, timing, and urgency and Copywriter AI crafts a message for you. 

Copywriter AI will provide message options so you can select and fine-tune the copy before sending. 

Comply with SMS marketing regulations

While sending bulk SMS campaigns, you must comply with the Telephone Consumer Protection Act (TCPA) in the U.S. and the General Data Protection Regulation (GDPR) in Europe. 

• The TCPA requires you to obtain express written consent from consumers before sending marketing texts. 
• The GDPR focuses on protecting consumers' personal data and privacy. So, you have to be transparent about how you collect, store, and use customer data. 

A crucial element of complying with these regulations is including a clear opt-out option in every SMS message. This ensures that recipients can easily stop receiving messages if they choose to. 

To comply, you can include a line like "Reply STOP to unsubscribe". It satisfies this law requirement. 

Best practices for optimizing SMS campaigns 

It’s important to constantly optimize your SMS campaigns to ensure it reaches maximum customers at the right time. Let’s check out some pointers for which you need to optimize your campaigns for:

Timing

Messaging at the wrong time is a reason why 17% of customers are annoyed by brand messages. Late-night or early-morning messages are inappropriate and can tarnish your brand image.  

To send the right messages at the right time, you can try Plivo CX’s Journeys. This feature uses events from your storefront such as a first-time purchase, abandoned cart, order satisfaction survey, or a first-time purchase, and allows you to send a follow-up message to your customers. 

With Journeys, you are also in control of the timing of a message. For example, whenever a customer returns a product, you can send a feedback survey after 1 day to gauge what they didn’t like about the product. 

Or, whenever a customer abandons a cart, you can send a reminder message after 4-5 hours to nudge them to complete the purchase. 

Frequency

Other than timing, customers also feel annoyed by the frequency of messages. 49% of customers have said that they feel annoyed when brands message them too frequently. 

That’s why you should limit sending messages to 2-3 times a week. It’s a sweet spot that ensures customer interaction without annoying them. 

A/B testing

You never know what customers may like or dislike. Guessing would only take you so far. So, it’s important that you test your messages. A/B test SMS copy, offers, and CTAs to find what resonates best.

Then, you can repeat those messages to increase the ROI of your mass SMS marketing campaigns. 

Monitor performance

Track key metrics such as open rates, click-through rates (CTR), and conversion rates to refine your strategy. 

Automation

Automation helps you schedule messages, reminders, and follow-ups so you can send messages at the best times, like reminding customers about appointments or sending promotions during busy sales periods. 

Through automation, you can send personalized follow-up messages based on what the customer does. For example, if a customer clicks on a promotional message but doesn’t complete a purchase, you can send an automatic follow-up to remind them or offer a special deal. 

Tools to automate and personalize mass SMS marketing 

To kickstart and manage your mass SMS marketing campaign, you need robust tools that support you through the whole process. We’ve compiled a list of best mass SMS marketing tools in the market for you to choose from. 

Plivo CX

Plivo CX is a bulk SMS marketing automation platform that lets you send targeted messages to your customers.  It leverages Plivo’s premium carrier network to send personalized marketing messages across 220+ countries and low latency. 

Key features of Plivo CX:

• Audiences: With Plivo CX's Audiences feature, you can sync contacts from platforms like Shopify, BigCommerce, or Magento to quickly create customer segments and generate segments using an unlimited set of rules.
• Journeys: The Journeys feature allows you to identify crucial customer actions to personalize messages and deliver send time-sensitive messages to the right audience at the perfect moment.
• Campaigns: Campaigns select specific customer segments, and the best communication channel, and schedule your messages for maximum effectiveness. Also, you can use performance metrics to enhance future campaigns based on data.
• Copywriter AI: Copywriter AI helps you craft compelling messages for your customers. Simply provide your objectives and key details like timing and urgency, and the AI- assistant will generate powerful, goal-oriented messages in no time.

Twilio

Twilio is a cloud communications platform that allows businesses to integrate SMS, voice, and messaging into their apps or services. 

Key features of Twilio

• Twilio Studio: Twilio Studio is a visual workflow builder that lets you create and automate SMS flows without needing to write code. You can use this to set up automated SMS responses, reminders, and promotional campaigns. 
• Real-time analytics: The platform also comes with robust real-time analytics to monitor message delivery, and engagement, and troubleshoot any issues. 

Attentive

Attentive offers powerful automation tools to help your businesses streamline your SMS marketing and communication processes. 

Key features of Attentive:

• Magic message & AI-powered content creation: Attentive comes with Magic Message that leverages data from billions of messages to generate optimized SMS copy and visuals tailored to specific audiences. 

• Dynamic audience segmentation: The platform utilizes engagement data to tailor messages and build high-performing audiences, so you can send the right message to reach the right customers at the optimal time​. 

• Automated campaigns: The platform has automation tools that support personalized, behavior-driven SMS campaigns triggered by customer actions, such as browsing or abandoning carts. This ensures messages are timely and relevant, increasing engagement and sales​. 

Kickstart your bulk SMS marketing campaign with Plivo CX

Now that you know what bulk SMS marketing is all about, you can see that handling it manually just won’t cut it. You need a solid platform like Plivo CX to automate the process. 

Plivo CX lets you send personalized messages to your customers using a premium carrier network from Plivo that spans over 220+ countries. 

With Plivo CX, you can:

• create targeted segments with their Audience feature
• automate timely responses with Journeys
• schedule campaigns for maximum impact, Plivo CX has you covered. 

Plus, their Copywriter AI can quickly generate engaging messages, so you don’t need a full content team to stay on track. Sign up to Plivo CX today and get started with your bulk SMS marketing campaign.

While customer support leaders are feeling the pressure from increasing call volumes, talent shortages, inflation, and rising customer expectations, customer experience is more important than ever. 

According to a McKinsey report, organizations plan to increase digital interactions by 1.5 times by 2024. Chatbots and AI tools remain among the top three areas for investment to improve customer experience (CX). 

Despite tech sharing the burden of customer service interactions, human interaction remains an important driver for CX—especially during moments that matter whatever be the channel of engagement.  

Live chat support offers convenience and facilitates quicker resolutions for customers than other options, such as emails and voice calls. Customers can quickly send a message, chat with the right agent, and proceed to the next step. 

If you’re looking for a live chat app to support digital interactions for customers who want fast, efficient, and personalized customer care, we’ve got you covered.

Let us compare the six best live chat software for customer service along with their key features and limitations so that you can choose the best one for your business. 

What are live chat apps?

A live chat app is a dynamic communication tool that enables customers and website visitors to interact directly with a human agent. They can click on the chat widget available on the mobile app or website to initiate a convenient, information-driven, and real-time conversation. 

Upon receiving the chat request, an agent is automatically assigned to offer help, answer queries, and drive the purchase intent in a relatively short time frame. 

Also, some live chat solutions are now comprehensively leveraging automation to maximize their impact. 

For instance, AI chatbots can be trained to use the company’s knowledge base to provide more accurate responses to customers’ complex questions. They can also automatically take action on connected business systems like CRMs, payment, and order management systems.

In cases of sensitive and nuanced issues, these chatbots efficiently route the conversations to the appropriate agent with previous conversations. 

Top live chat apps to elevate your customer service

We picked these six live chat tools after considering and evaluating diverse criteria like features, affordability, limitations and ratings from Reddit and trustworthy review sites so that you can be sure to find something that addresses your chat needs. 

So, here's a snapshot of our list, which will be followed by detailed breakdown of each live chat app:

Now let's look at the top six live chat apps with their key features, limitations, free trial availability, pricing, and ratings and reviews to help you choose the best one.

1. Plivo CX

Plivo CX is an omnichannel customer support platform that helps businesses deliver exceptional customer services to their users. 

The platform offers a live chat channel that allows agents to provide instant, relevant, and efficient responses to customer queries and issues. Your agents can seamlessly switch between live chat, voice, SMS, and WhatsApp or use multiple channels simultaneously to provide support to customers. 

Moreover, with Plivo CX’s OpenAI-powered self-service chatbot, you can automate answering common questions using chatbots and redirect agents toward complex queries. 

Integrating it with the CRM lets you merge your existing customer data with the chat solution, enabling your agents to send personalized responses. Overall, users experience improved response time and faster issue resolution with Plivo CX live chat, enhancing customer satisfaction and retention. 

Key features

• Embed Plivo CX live chat on your website or app and provide instant, personalized responses to customers
• Provide immediate answers to customers' common questions with AI-powered self-service, freeing up your human support team
• Offer 24/7 support with the PlivoCX chatbot, ensuring customers get help whenever they need it
• Facilitate real-time attachments of images, video, audio, and documents for swift issue resolution
• Enable data-led routing and use customer data to route live chats to the right agents automatically 
• Handle interactions across live chat, SMS/MMS, WhatsApp, email, and more in one place
• Integrate live chat into your mobile app and enjoy a seamless experience 
• Ensure clear communication and customer satisfaction by offering support in your customers' preferred languages
• Safeguard sensitive information (addresses, payment details, etc.), maintain data security, and build customer trust

Limitations

• Does not have a mobile version for support agents

Pricing

• A 14-day free trial is available.

Omnichannel annual plans:

• Growth: $29 per user per month
• Business: $69 per user per month
• Enterprise: Available on request

Voice-Only annual plans

• Growth: $25 per user per month
• Business: $40 per user per month
• Enterprise: Available on request

Chat-Only annual plans

• Growth: $15 per user per month
• Business: $30 per user per month
• Enterprise: Available on request

Ratings

• Capterra: 4.3 (80+ reviews) 
• G2: 4.5 (700+ reviews)

2. Tidio

With its AI-powered customer service platform, Tidio helps businesses provide stellar customer support and convert more leads. 

Tidio’s live chat feature is used by e-commerce brands to improve the shopping experience of their customers. 

The live chat software for customer service supports multiple languages, allowing customers to receive answers in their preferred languages. It also gives access to previous conversations, orders, and last visited pages, helping customer support reps gain better context and provide more appropriate responses. 

Key features

• Preview user messages to prepare replies in advance and improve response time
• Create a repository of pre-formulated responses to reply to customer queries in seconds 
• Turn basic responses into professional-looking ones with AI Reply Assistant 
• Send a pre-chat survey to collect customer data before the chat starts

Limitations

• The customer message notification system is not reliable, so agents need to constantly check the dashboard to not miss messages 
• The initial setup process can be overwhelming because of the number of features available.
• Integration with external platforms is very limited.

Pricing

• A 7-day free trial
• Free forever customer service plan 
• Starter: $29 per user/month (if billed annually) 
• Growth: $59 per user/month (if billed annually) 
• Tidio+: Starts at $749/month 

Ratings

• Capterra: 4.7 (450+ reviews)
• G2: 4.7 (1,500+ reviews) 

3. Zendesk

Zendesk is a popular customer support platform that offers a range of tools, including help desk, email marketing, live chat, and employee and customer engagement software to help companies enhance customer experience. 

Zendesk’s live support software enables agents to provide contextual and timely interactions and build customer relationships. The platform’s built-in automation and AI capabilities allow users to serve more customers and let agents step in when necessary. Proactive messaging features mitigate buyer dissatisfaction by sending notifications on SMS or WhatsApp for chat requests, session statuses, etc.. 

Key features

• Add live chat to your website, mobile app, or social media channels and deliver instant support to customers
• Centralize customer conversations and information in one place to help agents with the context they need to provide tailored responses 
• Collate information from important systems like order management, inventory ledger, and CRMs to boost efficiency and provide self-service options to buyers

Limitations

• Lacks smart typing feature, so agents cannot anticipate the customer's potential messages or replies.
• The platform doesn't send pop-up notifications for customer messages, making agents check the app frequently to provide instant responses to users.

Pricing

• A 14-day free trial
• Suite Team: $55 per user/month (if billed annually) 
• Suite Growth: $89 per user/month (if billed annually) 
• Suite Professional: $115 per user/month (if billed annually) 
• Suite Enterprise: Custom pricing 
• Suite Enterprise Plus: Custom pricing 
• Startups can apply and get Zendesk free for six months.

Ratings

• Capterra: 4.4 (3,900+ reviews) 
• G2: 4.3 (5,800+ reviews)

4. HubSpot

HubSpot’s customer platform offers marketing, sales, and customer service tools—giving teams a unified view of customers at every stage of their journey. 

HubSpot’s live chat software for customer support helps agents enhance customer experience by offering a dialog-driven and interactive experience. 

This live chat is integrated with a chatbot builder so that you can easily create bots to automate routine tasks such as qualifying leads, booking meetings, providing answers to common questions, and focusing on complex conversations. 

Users can customize the chat widget on their website to align with business-specific design themes and send messages that correlate with their brand voice. 

Key features 

• Store all conversations in a universally accessible inbox to facilitate contextual discussions and tailored responses
• Set chat office hours to help customers know when you're available to chat 
• Carry out conversations via Hubspot's mobile app and Slack integration when you're out of the office 

Limitations

• It doesn't automatically send customer chat transcripts via email, and this requires manual effort 
• You cannot see stickers that customers send via WhatsApp chat, and the owner of the CSAT score is not visible in WhatsApp chats 

Pricing

• Get started free
• Hubspot Service Hub for individuals and small teams some text
  • Free: $0 (free for up to 2 users) 
  • Starter: $15/month per seat 
  • Professional: $90 / month per seat 

• Hubspot Service Hub for businesses and enterprisessome text
  • Professional: $90 /month per seat 
  • Enterprise: $150 /month per seat 

Ratings

• Capterra: 4.4 (150+ reviews)
• G2: 4.4 (2,400+ reviews)

5. Intercom

Intercom is an AI-first customer service solution that helps businesses deliver exceptional customer experiences to their users. Intercom’s live chat support system facilitates real-time customer interactions, allows file exchange, and streamlines support operations. 

The live chat customer support software retains the conversation with a buyer, which can be easily resumed even if they drop from a conversation. The live help software also seamlessly integrates with Intercom’s suite of tools, such as email marketing and help centers, providing a unified customer experience. 

Key features

• Bring together support teams, tickets, channels, and customer data in a single workspace (inbox) and enhance collaboration by breaking data silos
• Generate actionable insights from customer history to provide personalized support 
• Advanced automation for tasks such as routing, snoozing, and closing out conversations 

Limitations

• Search functionality needs work since accessing a customer conversation can get time-consuming.
• The platform doesn't notify agents about incoming live messages consistently.

Pricing

• A 14-day free trial
• Essential: $29 per seat/month (if billed annually) 
• Advanced: $85 per seat/month (if billed annually) 
• Expert: $132 per seat/month  (if billed annually) 

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The pricing is for one seat, and you can use Intercom’s pricing calculator to determine the exact pricing for your business. 

Ratings

• Capterra: 4.5 (1060+ reviews)
• G2: 4.5 (3,170+ reviews)

6. Olark

Olark is a live chat and chatbot platform for support teams to enhance customer relationships by providing real-time, hands-on help. With its simple yet functional live chat features, you can engage customers better and move closer to your business goals, such as increased leads, sales, and revenue. 

Collect customer data using customized chatbox forms and empower sales and support teams with powerful contexts such as name, email, team size, product preferences, and problems. 

What separates it from other live chat software solutions is that Olark is an inclusive communication tool. It enables businesses to offer customer support to people with different abilities and promotes diversity, equality, and inclusion.

Key features

• Customize the live chat box according to your brand’s requirements in just a few tweaks.
• Use live chat reports to monitor chat volume, customer satisfaction, and agent activity.
• Get full access to live chat transcripts and uncover insights such as product feedback and customer information.

Limitations

• Olark’s mobile app is limited and not feature-rich, and agents cannot respond to customers using their mobiles.
• Lacks functionalities such as stickers and file sharing options 

Pricing

• A 14-day free trial
• Olark Standard: Starts at $29/month per agent 
• Olark Pro: Custom Pricing

Ratings

• Capterra: 4.5 (470+ reviews)
• G2: 4.3 (220+ reviews)

Why is Plivo CX’s live chat solution the future of business interaction?

Instant and intuitive responses, comprehensive automation, seamless integration, and top-notch security—Plivo CX offers all of these through its robust live chat solution, making it a preferred solution for SMBs and enterprise businesses. 

• Its OpenAI-powered AI chatbot serves as agents’ personal assistant, tackling a wide range of queries
• You can train the chatbot based on your custom company dataset to ensure relevancy and accuracy
• The file-sharing capabilities take the service one step further, helping agents provide targeted solutions
• The enterprise-grade security allows customers to feel comfortable sharing private information
• With features like unified agent desktop, your teams can offer a more impactful customer service experience with less effort

If you are looking to give your customer service a major boost, explore Plivo CX’s live chat solutions.

‍Book a demo today.

As an ecommerce founder or marketer, you have to grapple with several recurring challenges, such as:

• High cart abandonment rates
• Unsuccessful email campaigns 
• Low customer retention
• Unexpected crises, such as shipping delays or product recalls.

These issues derail well-strategized marketing campaigns and leave your team overwhelmed. 

You may have tried different communication channels, such as email, social media, or paid ads, to solve these issues. However, they may not have been as effective because there are several touchpoints in the customer journey, each requiring a unique and personalized approach.

So, what's the ideal solution? It's SMS marketing automation.

By using automated SMS messages, you can combat cart abandonment with timely reminders, provide real-time updates, nurture customer loyalty, and handle crises effectively—without adding to your team’s workload.

In this article, we’ll explain why SMS marketing automation is necessary. We will also explore some top-rated tools that can help you overcome these challenges.

Why SMS marketing automation is essential for ecommerce growth?

Research shows that SMS open rates are as high as 98%, compared to just 20% for email. Additionally, about 75% of consumers are comfortable receiving SMS messages from brands as long as they’ve opted in. 

Evidently, SMS is a direct, effective way to reach customers and drive engagement. When combined with automation, it allows businesses to deliver timely, personalized messages that improve the customer experience.

Let’s look at some reasons why you need to try SMS marketing automation for your ecommerce business:

Higher conversion rates

As per Validity Research data, 52% of customers were influenced to purchase a product, 38% were influenced to buy a service, and 23% were influenced to buy a subscription. 

However, reaching this level of influence manually isn't feasible. You need to deliver the right message to the right customer segment at precisely the right moment. That's where SMS marketing automation tools come in.

With SMS marketing automation, you can trigger flash sales or limited-time offers.

Also, using customer data from SMS marketing automation tools, you can suggest products based on past purchases and gently nudge customers of their abandoned shopping carts, which can recapture lost sales.

Retention & loyalty building

With SMS marketing automation, you can send various automated SMS messages, such as welcome offers, event updates, thank you messages, etc., that help your customers feel exclusive and appreciated. 

Through SMS marketing automation tools, you can also send personalized offers on birthdays, anniversaries and other special occasions—building a long-term relationship with customers and promoting brand loyalty. 

Create an omnichannel marketing strategy through integration 

While SMS marketing is highly effective, it works even better when combined with a broader omnichannel strategy. SMS marketing automation tools let you combine SMS with email, social media, or in-app notifications to create seamless and consistent communication across all touchpoints, creating a cohesive brand experience.

Cost-effectiveness

Automated SMS messages are highly cost-effective. Most SMS marketing automation tools charge based on the number of messages (volume-based pricing). 

So, you can start small and easily scale your efforts as your ecommerce business grows. 

Real-time updates and crisis management

SMS marketing is ideal for real-time updates and time-sensitive situations such as flash sales, last-minute offers, or important notifications (e.g., product recalls or shipping delays). It can also be used for crisis management, where clear and timely communication is essential.
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💡Fun fact: During the COVID-19 pandemic, Starbucks leveraged SMS to communicate with customers about store closures, operational changes, and new safety protocols. The company also informed customers about curbside pickup and mobile ordering options to ensure they could still get their coffee safely. 

Personalization at scale

SMS marketing automation tools collect customer data from platforms like Shopify. You get information about your customers' past purchases, website visits, and abandoned carts. 

You can use this data to personalize customer messages and increase the likelihood of a purchase. 

Set up SMS marketing automation: A step-by-step guide 

Now, let’s explore how you can set up SMS marketing automation easily: 

Choose the right SMS marketing platform

A robust SMS marketing automation platform can streamline your SMS marketing efforts and provide you with data to personalize your messages. 

• Look for a platform with an intuitive user interface. 
• Ensure the platform offers advanced automation features like trigger-based messages and drip campaigns.
• If it comes with features like an AI writing assistant to help you create impactful and personalized copy, that is a big plus. 
• The platform should seamlessly integrate with your existing CRM, ecommerce system, or other marketing tools.
• Finally, the platform should help you manage consent and comply with regulations like GDPR or TCPA.

Map the customer journey 

Understanding your customer’s journey is crucial for creating relevant, timely SMS campaigns and outreach messaging. Map out each touchpoint where SMS can enhance the customer experience.

Here’s how you can map the customer journey:

1. Break down the customer journey into stages like awareness, consideration, purchase, and retention.
2. For each stage, identify what triggers a message—a website visit, cart abandonment, or purchase completion.
3. Define your goals for each message, such as driving sales, nurturing leads, or encouraging customer feedback.

Segment your audience

By segmenting your SMS subscribers, you can personalize your messages, leading to better resonance and response from diverse customer groups.

Some criteria to segment your audience:

• Demographics: Age, gender, location
• Behavior: Purchase history, browsing habits
• Engagement: Customers who open messages regularly vs. those who don’t
• Stage in the customer journey: New leads vs. loyal customers

Create engaging messages

Crafting engaging SMS messages requires brevity, clarity, and a strong call to action. Since the character count is limited to 160 characters, every word must be purposeful.

Follow these best practices for creating SMS messages:

• Use the recipient’s name or reference their past interactions to create a more personalized message.
• Increase urgency with phrases like "limited-time offer" or "expires soon" can drive immediate action.
• Add an actionable CTA
• Include shortened links to product pages, sign-ups, or offers. A short link fits the word limit of messages and also makes the text visually appealing. Use URL shortener tools like Bitly. 

💡Example: "Hi [Name], your order is confirmed! Get 10% off your next purchase using code THANKYOU10. Shop now: [Link]."

Test and optimize campaigns

To ensure the success of your SMS marketing automation, continuously measure key metrics, such as open rates, click-through rates, and conversions. A/B test various text messages and optimizes them based on user responses. 

Here are a few areas you can test:

• Message content: Try different variations of text, tone, and CTAs.
• Send time: Experiment with sending messages at different times of the day. The most effective times to send SMS messages are generally between 12 PM and 1 PM and also during the early evening hours of 6 PM to 8 PM. Tuesday and Saturday are identified as the best days for SMS marketing.
• Frequency: 96% of customers have felt annoyed by brands’ SMS messages, and the number one reason was “messaging too frequently.” 6 to 8 messages per month is often considered ideal for maximizing revenue per send while keeping opt-out rates low. 
• Segment performance: Analyze how different segments respond to various campaigns. For example, send different messages to different segments and measure open rates and click-through rates to test effectiveness. 

Ensure compliance 

Compliance with SMS marketing laws is critical to avoid penalties and maintain customer trust. To avoid potential fines, familiarize yourself with regulations like the Telephone Consumer Protection Act (TCPA) in the US or GDPR in Europe.

Key compliance points include:

• Ensure you have opt-in consent from your customers before sending any marketing messages. You can add the opt-in forms on website homepages and emails. 
• Always provide a clear and easy way for customers to opt out or unsubscribe from messages. Don’t forget to add an ‘opt-out’ or ‘unsubscribe’ link at the bottom of each message. 
• Inform customers upfront about how often they can expect to receive messages. You can add the frequency of the message to the opt-in form or mention this in the confirmation email. 

Top 7 SMS marketing automation tools for ecommerce

To help you choose the perfect fit, we’ve compiled the top SMS marketing automation tools in the market: 

1. Plivo CX

Plivo CX is an SMS marketing automation platform that lets you send targeted messages to your customers without hassle. It takes care of the SMS marketing process, from syncing contacts to sending messages so that you can relax and monitor results. 

Plivo CX also serves as an excellent AI-powered omnichannel marketing automation platform that leverages Plivo’s premium carrier network to provide global coverage across 220+ countries and low latency. It can help you reduce your SMS marketing costs by up to 70%. 

Key features of Plivo CX:

• Audiences: Capture, manage, and segment your customers with Plivo CX’s Audiences. To create customer segments, quickly sync your contacts from Shopify, Bigcommerce, or Magento stores. Plus, you get a no-code segment builder, so anybody from your team can create segments with unlimited rules. 

• Journeys: Using Journeys, identify key events and trigger time-sensitive messages to the right customers at the right time. 
• Campaigns: With Campaigns, you can select your ideal audience segment, choose the most suitable channel for message delivery, and strategically schedule campaigns for optimal impact. It also offers valuable performance insights, enabling data-driven decision-making and continuous improvement.
• Copywriter AI: No content team? No problem. You can leverage Copywriter AI to draft engaging customer messages. Inform the tool of your objective and select goals, parameters, timing, and urgency; it will create impactful messages instantly.

G2 rating

4.5/5 

Pricing

2. Omnisend

Omnisend is also a robust omnichannel marketing platform designed specifically for ecommerce businesses. By integrating SMS marketing automation directly into your workflows, the tool enables you to engage with your audience through automated SMS messages without juggling multiple tools. 

Key features of Omnisend:

• Omnichannel workflows: Combine SMS, email, and web push notifications in a single workflow for a unified customer experience. 
• Pre-built automation workflows: Omnisend provides ready-to-use workflows like cart and product abandonment reminders and order confirmations. These workflows automate repetitive tasks.
• Audience segmentation: Segment customers based on behavior, demographics, or past purchases. This allows you to send personalized SMS messages, resulting in higher engagement and better campaign results.​
• Global SMS reach: Send automated SMS messages to customers worldwide, supporting various country codes, making it easy to engage international audiences​.
• Free SMS credits for the pro plan: Users on the Pro plan receive SMS credits equal to their subscription cost, reducing marketing expenses while scaling automated SMS campaigns​.

G2 rating

4.5/5 

Pricing

Pricing depends on the number of contacts.

3. Klaviyo

Klaviyo is a comprehensive SMS marketing automation platform that enables you to scale your email and SMS marketing efforts through highly personalized, data-driven campaigns. This tool is known for its easy-to-use interface and deep integration capabilities, making it a popular choice for Shopify and other ecommerce platforms.

Key features of Klaviyo:

• Pre-built and customizable flows: Klaviyo provides over 60 pre-built automation templates for welcome series, abandoned cart reminders, and post-purchase follow-ups. With drag-and-drop functionality, you can easily create cross-channel campaigns incorporating email and SMS​.
• Advanced segmentation and personalization: Its advanced segmentation allows you to target specific audiences based on detailed criteria, such as browsing behavior, purchase history, and customer lifecycle stage. 
• Unified Multichannel Marketing: Klaviyo also enables businesses to manage their email, SMS, and mobile push notifications in one platform. This unified approach makes coordinating campaigns across different channels easy.
• Data-driven optimization and A/B testing: The tool has built-in A/B testing and reporting tools that allow you to optimize your SMS and email campaigns continuously. 
• AI-driven automation and reporting: Klaviyo’s AI features help automate customer segmentation and provide detailed reporting on SMS deliverability and engagement​.

G2 rating

4.6/5 

Pricing

4. Postscript

As an SMS automation platform, Postscript empowers businesses to grow subscriber lists, engage with customers via personalized text messages, and increase conversions through behavior-triggered automated SMS flows. 

Key Features of Postscript:

• Segmentation and personalization: Postscript allows for precise segmentation with over 45 filters, including Shopify data, SMS activity, geographic location, and purchase history. This ensures that SMS messages are highly relevant and personalized for each customer​.
• Automation Triggers: The tool supports over 65 automation triggers, such as cart abandonment, product view, and order updates. You can use these to send timely, behavior-based SMS messages to increase customer engagement​.
• Flow builder for automation: With its drag-and-drop Flow Builder, Postscript makes creating and managing automated SMS campaigns easy. You can build custom flows for various scenarios, such as welcome series, post-purchase follow-ups, and back-in-stock notifications​.
• AI-powered features: Postscript uses AI to optimize campaigns, including its AI Infinity Testing, which continuously tests and refines message variants to drive an average 20% revenue lift. 
• Two-way messaging and support integration: The tool also enables two-way communication, allowing brands to engage in real-time customer conversations. It also integrates with customer support platforms like Gorgias and Zendesk, making it easier to manage customer inquiries​.

G2 rating

4.9/5 

Pricing

5. Attentive

Attentive is an enterprise-grade SMS automation platform designed and known for its AI-driven tools and extensive support. It offers comprehensive solutions for SMS and email, making it an all-in-one platform for ecommerce marketing efforts.

Key features of Attentive:

• AI for marketers: Personalize your messages using AI for each campaign. Attentive AI provides message suggestions based on your requirements. You can pick one and refine it based on your preferences. 
• Data-driven messaging: Send automated SMS messages using Attentive's engagement data. Add images, GIFs, audio, and video to make a better impression. 
• Two-way journeys: To engage your SMS subscribers in a back-and-forth interaction, you can share quizzes, scavenger hunts, and product recommendations.

G2 rating

4.8/5

Pricing 

Not mentioned on the website

6. SimpleTexting

SimpleTexting empowers brands to engage with their audience through automated SMS messages. Its SMS marketing automation tools support various use cases, such as marketing campaigns, customer service interactions, appointment reminders, and feedback collection.

Key features of SimpleTexting: 

• Automated workflows: Create workflows that automatically send text messages based on customer actions, such as signing up for a service, abandoning a cart, or purchasing. 
• Scheduled and recurring texts: SimpleTexing has scheduling tools to send texts at the optimal time for their audience. For example, you can send a sale reminder to ensure maximum website traffic during flash sales. 
• Drip campaigns: Drip campaigns allow businesses to nurture leads and engage customers over time with pre-planned messages. They’re particularly useful for onboarding new customers, sending educational content, or promoting ongoing offers​.
• Two-way messaging: SimpleTexting’s platform supports two-way conversations, in which you can quickly reply to customer inquiries and improve customer engagement.
• Integrations and API: It also integrates with popular tools like Mailchimp and Zapier, allowing businesses to automate processes across different platforms.

G2 rating

4.7/5 

Pricing

The price increases with the number of texts.  For example, the price is:

• $39 for 500 messages 
• $59 for 1000 messages 
• $80 for 2000 messages 

7. Twilio

Twilio is another popular SMS marketing automation platform that enables businesses to send and receive SMS, MMS, and other messages through its flexible APIs. Its programmable messaging capabilities allow businesses to integrate SMS into their existing applications.

Key features of Twilio:

• Message scheduling: Twilio allows you to schedule messages like appointment reminders, RSVP alerts, flash sales, etc. These automated SMS messages depict human-like behavior, so customers enjoy the conversation. 
• Link shortening: Twilio automatically detects and shortens your URLs so they don’t get delivered in segments and become unclickable. 
• Click analytics: With Twilio, you can measure the Click-through Rates (CTR) of your SMS and conduct A/B testing to pick the best-performing SMS and repeat them to get maximum ROI. 

G2 rating

4.2/5 

Pricing

Examples of automated SMS messages

Here are some automated SMS messages from different brands you can take inspiration from:

Welcome messages

Brevite welcomes its new subscribers with a discount offer. 

Abandoned cart reminders

Cloudy reminds customers to continue the purchase with Glamm Coins.

Promotional messages & flash sales

Snuggle Pets shares BOGO deals via SMS. 

Birthday or anniversary messages

The Sill celebrates their birthday month by sharing 15% off on their product collection. 

Product recommendations & restock alerts

SkinTe shares the founder’s picture to promote their makeup. 

Seasonal Promotions

CROSSNET shares gift ideas for the holiday season using SMS.

Exclusive access notifications

RevAir shares early access to Black Friday Sales using SMS.

Convert more with personalized texts via SMS marketing automation with Plivo CX

SMS marketing automation addresses some of the most critical challenges your ecommerce businesses face. It helps you segment your audience, create engaging messages, and integrate seamlessly into your omnichannel strategy. 

If you're looking for a reliable and feature-rich platform to help you implement SMS marketing automation, Plivo CX is the ideal solution. As mentioned previously, it uses Plivo's premium carrier network, which can help you save more on your marketing campaign costs.  

With Plivo CX, you can:

• Build code-free workflows 
• Segment your customers
• Trigger the right messages based on customer action
• Write engaging messages with the OpenAI-powered copywriting tool
• Keep track of the outcomes of your campaigns and course-correct as needed
• Integrate with other tools like HubSpot, HelpScout, and Zendesk 

Whether you want to send personalized messages at scale or handle critical real-time updates, Plivo CX has everything you need.

Ready to boost your accelerated customer engagement with SMS marketing automation? 

Sign up to Plivo CX today.

AI is leveling up the performance of customer experience (CX) tools, enabling businesses to understand customer needs and deliver highly personalized interactions at scale.

For example, if you visit a brand’s website and have a quick chat with an AI assistant, it instantly pulls up your details, answers your questions, and streamlines the process.

This innovation allows CX teams to focus on more complex tasks while reducing resolution times. From powering chatbots and automating email responses to assisting agents with training and support, AI is reshaping the entire customer journey. It even informs product design and enhances website experiences.

Curious how AI personalization is making heads turn? 

In this blog post, we'll look into how AI-based personalization is not just a trend, but a game changer for customer service.

Understanding AI-powered personalization

AI driven personalization uses artificial intelligence to enhance the customer experience. For instance, an online retailer can recommend items similar to previous purchases, while a streaming service may suggest new shows based on viewing history.

At its core, AI personalization connects emotionally with customers, making them feel valued. This involves using algorithms to suggest products or services based on individual behaviors, preferences, and past interactions.

To successfully implement AI personalization, companies must first gather data from various sources, such as support ticket histories, customer feedback, chat interactions, and social media comments. This information is then analyzed to reveal patterns and insights that drive tailored customer experiences. 

The benefits extend beyond recommendations. AI optimizes customer support by equipping agents with insights and context, leading to more efficient and empathetic interactions. Anticipating customer needs and preferences allows businesses to proactively address issues, resulting in quicker resolutions and higher satisfaction.

Benefits of AI-powered personalization

AI-powered personalization offers significant advantages to customer service teams, transforming how businesses interact with customers. Here’s a look at how it can make a difference:

Enhanced customer engagement

AI-driven personalization transforms how businesses connect with their customers, fostering deeper and more meaningful relationships by understanding unique preferences.

Customers no longer need to repeatedly explain their issues or settle for vague, generic responses. Advanced AI tools enable tailored support, delivering precise recommendations and responses that resonate with each individual.

Harnessing the power of an effective omnichannel experience—where every interaction is personalized and seamless—elevates customer engagement to new heights. This strategic approach enhances satisfaction and cultivates lasting loyalty, ensuring customers feel valued and understood at every step. 

Improved customer satisfaction

American Express (Amex) leverages AI personalization to enhance its customer service experience. Using advanced analytics, Amex analyzes transaction data and customer behavior to understand individual spending patterns and preferences. This allows customer service representatives to provide highly personalized support. 

AI-powered systems significantly improve customer satisfaction. Customers appreciate when their concerns are addressed promptly and in a way that feels personal. 

AI also helps reduce response times, providing quicker, more accurate resolutions, which leaves customers with a positive experience and impression of your brand.

Boosted customer loyalty

According to PwC’s Loyalty Executive Survey 2023, 1 in 4 executives believes that a personalized experience tailored specifically for customers is the primary reason they continue to make purchases from a brand. 

AI-driven personalization plays a crucial role in enhancing customer loyalty by creating tailored experiences that resonate with individual preferences and needs. 

AI tools analyze customer behavior across multiple touchpoints, ensuring consistent and relevant communication. Anticipating customer needs is key to building trust. When businesses provide proactive support—like notifying a customer about restocks of their favorite items—customers feel valued and appreciated. This ongoing engagement keeps the brand top-of-mind and strengthens the emotional connection, leading customers to choose your brand time and again.

Increased efficiency

AI helps streamline customer support processes by automating repetitive tasks and handling basic queries. This allows customer service teams to focus on more complex issues that require human attention. AI can also instantly provide relevant insights, reducing the time spent searching for information and boosting overall team productivity and efficiency.

AI chatbots and virtual assistants can handle various customer inquiries without human intervention. This automation reduces wait times and frees up customer service representatives to focus on more complex issues, ensuring that customers receive timely assistance while improving overall service efficiency.

AI-powered personalization isn’t just about better customer interactions—it’s about creating a unique experience beneficial to both the customer and your company.

8 Ways AI-powered personalization can enhance your customer service

Personalized chatbots and virtual assistants

AI personalization within chatbots and virtual assistants redefines customer service.  AI chatbots and virtual assistants operate 24/7, ensuring help is always available when needed. They provide instant responses, recommend products based on individual preferences, and resolve issues quickly—significantly enhancing the customer experience. Relevant and timely assistance deepens trust in your brand.

Automating routine tasks allows human agents to focus on complex issues requiring empathy and nuanced understanding. This collaboration between AI and human support creates a more efficient service model, where customers benefit from both quick, automated answers and thoughtful, personalized assistance. 

Personalized emails and messaging

AI driven personalization has greatly influenced the way businesses use email and messaging. It has improved ways in which you can create more relevant and timely communication with your customers. 

One of the standout features is dynamic content, where AI modifies email content based on each recipient’s preferences, past interactions, and real-time behavior. Every email feels personalized—whether it’s a product recommendation, special offer, or even a greeting—making the customer feel valued.

AI personalization runs at the forefront by using behavioral triggers to send messages at just the right moment. For instance, if a customer abandons their shopping cart or spends time browsing a particular product, AI can automatically send a targeted message to encourage them to follow through. 

This kind of timely, data-driven communication feels more natural and significantly boosts engagement and conversion rates.

Segmentation is another area where AI outperforms the time-consuming human efforts. AI can analyze customer data to group people based on their preferences, purchase history, or browsing behavior. 

This allows you to send highly targeted messages that resonate with specific segments, making interactions more relevant and personalized.

With dynamic content, behavioral triggers, and smart segmentation, AI-driven email and messaging strategies keep customers engaged and help businesses build stronger, more meaningful connections with their audience.

Predictive customer service

Predictive customer service creates a more seamless experience by eliminating reactive problem-solving. Customers feel valued when businesses are proactive in resolving issues, and this level of attention often leads to higher loyalty and trust. By staying one step ahead, companies can turn potential problems into opportunities to enhance customer relationships and deliver exceptional service.

AI personalization takes predictive customer service to a whole new level by foreseeing customer issues before they even arise. Instead of waiting for customers to reach out with a problem, AI systems can analyze patterns in customer behavior and usage data to provide proactive support. 

This means businesses can identify potential issues, like a subscription renewal, and address them before they become a point of frustration. This not only improves customer satisfaction but also helps reduce the number of incoming support requests, easing the workload on service teams.

Personalized self-service portals

Self-service portals can turn into a personalized, proactive tool that enhances user satisfaction and engagement. 

For example, if a customer frequently searches for information about a specific product or service, the AI can recommend related articles, tutorials, or FAQs that might address their needs. This tailored approach not only helps users find the information they need more efficiently but also improves their overall experience with the portal.

Additionally, AI can adapt recommendations in real time based on users’ actions within the portal. If a customer starts a new task or shows interest in a different area, the portal can instantly provide suggestions that align with their current focus.

This level of AI personalization ensures that users have a smoother, more effective experience, making self-service a valuable asset for any business.

AI powered analytics for service improvement

Customer insights are valuable and AI powered analytics can reveal patterns and trends that might not be immediately obvious. Such in-depth analysis into customer behavior helps businesses understand their clients on a much more fundamental level.

For instance, AI can track customer interactions across various touchpoints and identify common pain points or frequent queries. These insights allow businesses to pinpoint areas where service can be improved, such as streamlining processes or addressing recurring issues.

AI-powered analytics can forecast future customer needs based on historical data, enabling businesses to proactively adapt their services.

Personalized support tickets and case management

Imagine a system that not only categorizes tickets based on individual user profiles but also prioritizes them according to previous interactions and preferences. This level of personalization ensures that customers receive timely and relevant responses, enhancing their overall experience.

Additionally, they automatically route cases to the most suitable agents, minimizing wait times and ensuring that individuals with the right expertise handle issues. 

Another critical component is prioritization. AI can automatically assess the urgency of each case by evaluating factors like the issue’s impact on the customer, past resolution times, and even customer sentiment. 

By doing this, the system ensures that the most critical or time-sensitive issues are handled first, improving overall resolution times and customer experience.

Voice and speech personalization

Voice assistants such as Siri, Alexa, and Google Assistant are prime examples of how AI personalizes voice interactions. Whether it’s setting reminders, answering questions, or routing queries, voicebots adjust their responses to match individual needs, making interactions feel more human and relevant.

Another powerful tool is speech analysis, which AI uses to interpret not just what customers are saying, but in what language and the intent behind their conversation. 

Additionally, this can detect sentiments. This is particularly helpful in customer service, where AI-driven systems can detect frustration or confusion and respond with empathy, or escalate the case to a human agent when necessary. 

Through personalized voice interactions and real-time speech analysis, AI enhances both the convenience and quality of customer support, creating smoother, more engaging experiences tailored to each individual.

Personalization in social media interactions

A powerful aspect of AI personalization on social media is sentiment analysis. AI can analyze the tone and emotion behind social media posts, determining whether a customer is happy, frustrated, or neutral. This allows businesses to adjust their responses accordingly. 

For example, if a customer is expressing dissatisfaction, AI can prompt a more empathetic or urgent response to resolve the issue quickly. Conversely, positive sentiments can be met with encouraging messages that strengthen customer loyalty.

Using AI to create customized responses and analyze customer sentiment in real time, businesses can engage more effectively on social media, fostering stronger relationships and providing support that feels personal and attentive.

Wrapping up 

AI personalization is revolutionizing customer service, enabling businesses to craft relevant and engaging experiences that truly resonate with customers. This technology not only boosts engagement but also fosters loyalty and satisfaction at every touchpoint.

PlivoCX’s OpenAI-powered chatbots further elevate the customer experience by providing immediate, personalized responses. Coupled with a no-code workflow builder, businesses can design tailored customer journeys that ensure each interaction feels unique and meaningful. 

Embracing AI personalization transforms customer service into a dynamic, responsive experience, creating lasting relationships and setting your brand apart in an increasingly competitive market.

Tools like unified agent desktops and intelligent chatbots facilitate seamless communication across various channels - like email, sms, chat, WhatsApp, voicebot, allowing support teams to respond more efficiently and effectively. This integration not only streamlines processes but also empowers agents to focus on what truly matters—building connections with customers. 

Want to give Plivo CX a try? Schedule a Demo.

In 2020, Decathlon launched its digital assistant, ‘Deca.’ Quite soon, this move translated in a 65% reduction in support costs by automating customer inquiries. Similarly, KLM introduced their chatbot, BlueBot, which assists with bookings and flight information via platforms like Facebook Messenger. 

Meanwhile, AI has propelled companies like Sephora, whose online sales skyrocketed from $580 million to over $3 billion by 2023—an astonishing 415% increase!

All such examples point to a massive shift—the AI moment of customer service is here, and it is gradually becoming a strategic imperative. 

Instead of relying on thousands of support agents for repetitive tasks, AI agents can efficiently address customer needs. With AI managing repetitive inquiries, customers receive immediate, automated, and personalized responses, greatly enhancing their trust and loyalty to the brand.

In this blog post, we’ll learn more about AI agents and how they are redefining customer service. We'll also review some real-world examples to demonstrate how these tools can elevate the customer experience.

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What are AI agents?

Have you noticed those friendly pop-ups in the corner of websites offering assistance? These are some of the simplest examples of AI agents.

An AI agent is a software application designed to perform tasks independently, engaging in meaningful interactions with its environment, making decisions based on preset rules, and focusing on delivering the best possible outcomes with the information at hand.

In customer support, AI agents primarily take the form of chatbots and virtual assistants. They streamline inquiries by managing routine tasks and providing instant responses. 

This allows human agents to focus on more complex issues that require critical thinking and emotional intelligence, ultimately enhancing the overall customer experience.

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What are the benefits of AI agents? 

Picture this: a digital assistant that effortlessly tackles mundane tasks, leaving your team free to innovate and connect with customers. These savvy agents are not just streamlining operations; they’re becoming trusted allies for customers seeking support.

The benefits of AI agents are substantial, from enhancing efficiency to providing personalized service. Here is how they can change the way you do customer experience:

1. More efficiency

A recent working paper from the National Bureau of Economic Research highlights that AI-based conversational assistants can boost productivity in entry-level jobs by an impressive 34%. This means you can reallocate your human workforce to focus on higher-value tasks while letting AI handle the routine jobs. 

Take supply chain management, for example. AI agents are reshaping this field by analyzing massive datasets to predict demand, optimize inventory, and identify the best delivery routes—all in a fraction of the time it would take a human. 

Similarly, in customer service, AI-driven chatbots and virtual assistants enable businesses to address customer queries promptly and efficiently, providing 24/7 support that enhances customer satisfaction.

To put it simply, with AI agents, you not only increase efficiency but also empower your team to concentrate on what truly matters—driving innovation and growth.

2. Better savings

Investing in AI is a strategy for long-term growth and sustainability. According to a Gartner study, conversational AI is projected to cut labor costs by $80 billion by 2026. This means that contact centers using AI agents can dramatically boost profitability, positioning themselves for success in a competitive landscape. 

Every business invariably experiences peak and low times, making hiring and firing based on fluctuating workloads an unsustainable strategy. This is where AI agents become invaluable. Their scalability allows businesses to adapt quickly without the hefty investment in additional infrastructure. 

Not only does this scalability enhance operational efficiency, but it also significantly reduces reliance on human labor, leading to substantial cost savings over time.

3. Consistency and accuracy

With the vast amounts of data, businesses need to analyze—covering market research, customer behavior, and emerging trends—errors are expected. However, these can lead to significant setbacks for managers and business owners. 

AI agents offer a compelling solution.

These agents interact intelligently with their environment, continuously learning from data and insights. They can make autonomous decisions and act on them, adapting to real-time situations as they arise. This capability allows them to handle complex challenges effectively, reducing the risk of errors.

So, investing in AI agents means enhancing your decision-making processes and gaining confidence in your operations.

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Types of AI agents

Various types of AI agents are available for business operations, each serving a unique purpose. From chatbots and virtual assistants to predictive analytics agents and task automation tools, these AI-driven solutions further streamline processes and improve customer interactions.

Chatbots

Designed to handle customer inquiries in real time, chatbots are AI-powered tools that provide instant responses to common questions, assist with simple tasks, and guide users through processes. Their 24/7 availability enhances efficiency in customer service, minimizing the need for human intervention in routine tasks.

Virtual assistants

Utilizing AI, virtual assistants like Alexa and Siri perform a variety of tasks based on voice commands or text input. In customer support, they help schedule meetings, remind users of deadlines, and automate client interactions, significantly boosting productivity.

Automated response systems

These systems leverage AI to send predefined replies to common customer queries. Ensuring quick and consistent responses to repetitive inquiries—such as order statuses or account details—they free up human agents to focus on more complex issues that require a personal touch.

Intelligent agents

Acting autonomously, intelligent agents perform specific tasks based on user instructions or environmental cues. In customer support, they can monitor conversations, provide real-time suggestions, and trigger actions based on customer behavior, enhancing the overall interaction.

Conversational agents

Also known as advanced chatbots, conversational agents engage customers in dynamic dialogues. Utilizing natural language processing (NLP), they understand customer intent, ask follow-up questions, and deliver personalized responses, creating a more human-like interaction.

Recommendation systems

Analyzing customer data, recommendation systems offer tailored suggestions for products, services, or solutions. In support scenarios, they can direct users to helpful articles, FAQs, or next steps based on the customer’s specific issues, making the service experience more relevant.

Predictive analytics agents

These agents use data-driven models to anticipate trends and customer needs. In customer support, they can predict peak service times and identify potential issues before they escalate, enabling teams to allocate resources effectively.

Speech recognition agents

Converting spoken language into text, speech recognition agents facilitate hands-free interactions with systems. In customer support, they can transcribe calls, analyze sentiment, and automate voice-based tasks, improving accessibility and response accuracy.

Task automation agents

Focused on streamlining repetitive tasks like ticket generation and data entry, these agents empower customer support teams to concentrate on high-value activities. This not only increases overall efficiency but also reduces the margin for error. 

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Key capabilities of AI agents

With abilities like learning, reasoning, problem-solving, perception, and language comprehension, AI agents can perform tasks that traditionally required human intervention.

a. Understands and responds to customers naturally

One standout feature is their use of Natural Language Processing (NLP), which enables AI agents to understand and generate human language seamlessly. Chatbots and virtual assistants utilize NLP to engage with customers naturally, significantly improving response times and reducing the need for human input on routine queries. 

This is why, for customer support managers looking to scale operations, AI is an invaluable tool for enhancing service delivery.

b. Learns and improves over time

Moreover, the learning and adaptability of AI agents set them apart. Through machine learning, these systems analyze data and continuously improve their performance without requiring constant manual updates. This capability is especially beneficial in predicting customer needs, enhancing response accuracy, and optimizing workflows in a dynamic environment.

c. Solves problems and makes smart decisions

Finally, the reasoning and problem-solving abilities of AI agents allow them to tackle complex tasks effectively. In customer service, this might involve streamlining support processes, automating resource allocation, or identifying trends in customer behavior to proactively address potential issues.

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How do AI agents work?

Let’s take a look at how the agents typically function on a day-to-day basis in customer service scenarios:

1. Determine goals

AI agents start by figuring out what they need to achieve based on customer questions or instructions. This could mean answering a question, providing information, or helping with a request.

2. Perception and data grouping

Then, they gather real-time information from different sources, such as customer chats and past interactions. This helps them understand what customers need and anticipate their questions.

3. Data processing and analysis

After collecting data, the agents analyze it using smart algorithms and natural language processing (NLP). In this case, they interpret customer questions and find relevant answers from a large knowledge base.

4. Decision-making

Based on the analysis, AI agents now decide how to respond to customer inquiries. They can sort issues by importance and type, ensuring urgent requests get quick attention. However, for more complicated problems, they may pass the issue to human agents while providing helpful context.

5. Task implementation

The agent also carries out tasks by taking specific actions, like answering questions or providing solutions. It checks how well it is resolving the customer's issue and adjusts its approach if needed.

6. Feedback loop

After completing tasks, AI agents generally collect feedback from customers and look at the results of their interactions. This helps them improve their responses and strategies for future conversations.

7. Continuous learning

The agents use machine learning to get better over time. With each interaction, the agents learn from what worked well and what didn’t, helping them assist customers more effectively in the future.

8. Reporting and insights

Finally, AI agents analyze interaction data to find trends in customer behavior and preferences. This information can help businesses improve their services and increase customer satisfaction.

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Some notable use cases of AI agents

Now, let’s explore some compelling use cases that highlight the transformative power of AI agents in delivering exceptional service.

Personalization

Nothing impresses a frustrated customer more than personalized attention. With AI agents, providing that level of care becomes effortless. 

Take Siri on your iPhone, for instance. It tailors its recommendations based on your unique search patterns, music preferences, and even routes taken. This individualized approach not only makes customers feel valued but also fosters loyalty. 

Analyzing past interactions and preferences, AI agents deliver responses that resonate, enhancing satisfaction and turning happy customers into vocal advocates for your brand.

Handling FAQs

Many customers have similar questions, which can overwhelm human agents. AI agents excel in this area, effortlessly handling frequently asked questions without the risk of fatigue. 

For example, Zomato’s support system provides a menu of FAQs for users to choose from, making it easy for hungry customers to find the answers they need quickly and efficiently.

Automated ticketing

AI agents use built-in intelligence to automate ticket generation and resolve issues seamlessly. 

Consider Apple’s customer care: if you forget your Apple ID, you simply input your details, and the AI generates a ticket for you. You receive updates via email and phone, ensuring a smooth resolution process. This automation saves time and enhances the customer experience.

Feedback collection

Uber effectively uses AI agents for post-ride feedback collection. After each ride, users are prompted to rate their experience, and based on their ratings, AI can generate follow-up questions to delve into specific concerns. 

This proactive approach allows Uber to continuously refine its services while ensuring customers feel heard and valued.

Problem resolution

Spotify showcases AI agents in problem resolution through its virtual assistant. When users encounter playback issues or account problems, the AI chatbot swiftly gathers details and provides tailored solutions. 

Analyzing user data and recent activity offers specific troubleshooting steps, significantly improving the user experience with quick, automated responses.

Language translation

Google Translate exemplifies AI in language translation, using advanced neural machine translation technology. It translates entire sentences, considering the context for more accurate translations. 

Users can type, speak, or scan text for instant translation, making it invaluable for travelers and professionals needing real-time communication across language barriers.

Proactive customer engagements

Alexa sets the standard for proactive customer engagement. Amazon’s AI-driven strategies provide timely notifications based on user preferences. 

From order updates and product reordering suggestions to personalized content recommendations, Alexa keeps users informed and engaged, enhancing their overall experience.

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Future trends of AI agents in customer service

While the AI agent technology is still in its early stages, growing investments in these tools are likely to propel agentic systems to significant milestones and enable widespread deployment in the coming years.

McKinsey's latest The State of AI in early 2024 survey shows that more than 72% of companies are embracing AI solutions, with a notable surge in interest around generative AI. This growing momentum signals a pivotal shift in how businesses approach their strategic planning. 

Agent-driven automation has the potential to revolutionize entire industries, delivering unprecedented speed and efficiency that can redefine operational success. 

Also, the growing complexity and autonomy of AI agents present significant challenges and risks. Deploying these agents is like adding new team members—they require thorough testing, training, and coaching before they can operate independently. 

However, even in their early stages, the potential opportunities these virtual colleagues can unlock are vast and exciting. Embracing this innovation proactively can position organizations to harness the transformative power of AI agents for future success.

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Plivo CX: Adopt the best AI agent for customer service 

The future of AI agents in customer experience is brimming with exciting opportunities, from tailored services to voice-powered support. As these technologies advance, businesses that integrate AI-driven strategies will not only meet rising customer expectations but also craft memorable experiences that foster brand loyalty.

The takeaway is clear: AI isn't just a passing trend—it's the cornerstone of future customer engagement. 

You can now elevate your customer experience with the AI-driven customer service platform Plivo CX’s OpenAI-driven chatbots, which offer instant and personalized responses that turn service into a dynamic, engaging interaction. 

Here’s what Plivo CX’s chatbots can do for you: 

• Leverage your expertise: Integrate your custom knowledge base and train AI agents to make informed decisions, enabling them to make informed decisions based on your company's policies and brand guidelines.
• Take immediate action: AI agents can efficiently handle customer problems, including exchanges, information updates, and order tracking. This reduces average handling time and increases overall efficiency.
• Seamlessly escalate when needed: When AI agents cannot resolve an issue, they automatically hand over the issue to the most suitable agent. You can also equip your team with notes and summaries to effectively handle escalations.
• Always available: The agents are available 24/7 to handle customer questions. Conversations can be paused and resumed, ensuring a seamless experience.
• Easy to update: Plivo CX’s AI agents are simple and cost-effective to update, whether launching new products, promoting offers, or communicating policy changes.
• Make AI your own: Set boundaries to keep your AI agent on track. Align your AI agent with your company's identity, policies, and processes.

With additional features like the unified agent desktop facilitating seamless communication across channels—email, SMS, chat, WhatsApp, and voice—your support teams will operate more efficiently and effectively than ever before.

To try Plivo CX today, book a demo!

With a 98% messages open rate, WhatsApp is a top channel for business communication. Adding WhatsApp to your sales and marketing strategy is a powerful way to engage customers. However, to maximize its benefits, you'll need to follow messaging guidelines and use approved templates to avoid being flagged as spam.

In this guide, we'll walk you through what WhatsApp message templates are and why they matter. Plus, we'll show you how to create your own templates to engage prospects and drive sales. 

What are WhatsApp message templates?

A WhatsApp message template is a pre-written message that can be customized and sent to customers through the WhatsApp Business Platform. These templates contain placeholders that you will fill in with personalized information, such as the customer’s name.

You can send the same template to multiple recipients, and WhatsApp will automatically personalize each message so that it feels tailored to every individual.

How can WhatsApp message templates help your business?

WhatsApp message templates are valuable for businesses aiming to enhance customer engagement, automate communication, and improve the overall customer experience.

Here are some ways in which WhatsApp message templates can benefit your business:

• Customer trust: WhatsApp requires businesses to use approved message templates to initiate chats. This helps prevent spam and fosters trust in your communications.
• Automation: By using Meta-approved WhatsApp message templates,  you can automate repetitive tasks like order confirmations, appointment reminders, or shipping notifications. This saves time and creates consistency.
• Better engagement: Templates enable you to share timely, relevant information, strengthening customer relationships.
• Proactive communication: Message templates let you initiate conversations beyond the 24-hour service window. With this added functionality, you can send updates, reminders, or promotions — ultimately driving higher customer engagement and conversions.

How to create and manage WhatsApp templates

You need access to the WhatsApp Business API to create templates. There are two ways to get started.

You can either use Meta’s Cloud API, a flexible, hands-on option that requires some technical expertise, or work with a solution partner like Plivo.

A solution partner manages the setup process, from template creation to helping you craft a WhatsApp marketing strategy. For example, Plivo offers a scalable WhatsApp Business API to simplify the WhatsApp onboarding experience and help you maximize this channel’s potential.

Using Meta Cloud

If you decide to use Meta’s Cloud API, you can create templates directly within the platform by following these steps:

1. Sign up for Meta Business Manager and create a WhatsApp Business Platform account.
2. Navigate to Business Manager and select your business.
3. Go to settings (the gear icon) and click ‘WhatsApp Manager’.
4. Choose the account for which you want to create templates.
5. Click the three-dot menu icon and select ‘Manage message templates’.
6. Tap ‘Create message template’.
7. Next, you’ll need to define the details:

• Category: Decide whether the template is for marketing, utility, or authentication.
• Name: Keep it simple by using lowercase letters, numbers, and underscores.
• Language: Select the languages for your message.

8. Then, fill in the following fields:

• Sample (optional): If you're using variables (like customer names) or media, add an example to aid the approval process. Avoid using any real customer data.
• Header (optional): Add a title or media.
• Body: Write the message in your chosen language. You can format it, include emojis, and add variables.
• Footer (optional): Add a short line of text at the bottom.
• Buttons (optional): Meta provides options for buttons that can enhance engagement. These include call-to-action buttons, such as phone numbers or links, or quick reply buttons to offer predefined responses.

For authentication templates, you’ll also configure:

• Code delivery: Choose how customers will input the code into your app.
• Message content: The main content is fixed, but you can add security tips or expiration times.

9. Once you submit the template for approval, Meta will validate its category to ensure it aligns with their guidelines.

You'll likely need a developer to help you implement these templates into the platform later on.

Using a Solution Partner

When managing multiple templates for your business, having everything in one place is crucial. Platforms like Plivo simplify the process.

Here’s how to get started with the WhatsApp Business Platform using Plivo:

1. Register a business phone number that can receive a one-time password (OTP) via text or call. This number will be used as your WhatsApp contact for customers.

You can use your own number, rent one from Plivo, or even transfer an existing one. Just check Meta's guidelines first.

2. Choose a display name for your WhatsApp Business account according to the guidelines.
3. Grant Plivo the necessary permissions to manage your WhatsApp communication.
4. To confirm that everything is set up correctly, head to your Meta account.
5. In Business Settings, select WhatsApp Accounts and check the Partners tab — Plivo should be listed there as one of your partners.

6. Next, go to the Settings tab and look for 'PLIVO INC' listed as a payment method.

7. Finally, when you open ‘WhatsApp Manager,’ the phone number you added should appear as connected.

Register WhatsApp templates

To manage your WhatsApp templates right from the Plivo console, go to Messaging > WhatsApp Business Account > Your WhatsApp Business Account > Templates.

Under the second tab, ‘WhatsApp Templates,’ click ‘Sync Templates from WhatsApp’ to pull the latest template details from Meta.

This view will show not only the language and status of each template but also insights into why users might be blocking your messages.

Keep an eye on the ‘Top Block Reason’ to identify trends and refine your messaging approach.

Types of WhatsApp message templates

WhatsApp provides a variety of message templates to help businesses connect with their customers. The two most common types are:

Simple template message

This template works great for various uses, from customer support to event announcements. Send plain text or add images, videos, and other media elements to make your messages more engaging. 

Interactive template message

This template lets you directly add buttons and other interactive elements to your messages. These buttons can prompt users to visit your website, call you, or get directions — all without leaving the chat.

Interactive templates are perfect for boosting your conversion rates.

Location message 

This template allows customers to share their precise location with businesses, whether through templated or non-templated messages. It further streamlines location-based interactions, making it easier for businesses to provide timely and relevant services.

WhatsApp message template categories

WhatsApp categorizes message templates into three main types, each serving a unique role in business communication:

Marketing templates

Marketing templates are versatile, helping businesses achieve objectives ranging from brand awareness to driving sales.

Here are some use cases:

Utility templates

Utility templates are triggered by a user’s actions or requests. They must be directly related to transactions, accounts, subscriptions, or interactions.

For example, an order confirmation message must include details like the order number.

Utility templates can be used for the following purposes.

Authentication templates

Authentication templates verify users with OTPs during logins or when recovering forgotten passwords. These templates are highly restricted and must adhere to the following rules:

• Use WhatsApp's pre-approved templates so you can add security warnings or expiration reminders.
• Include an OTP button (either a copy-code or one-tap option).
• Follow content restrictions: no links, media, or emojis, and length restrictions apply to certain parts of the message.

Tips & best practices to create message templates

Effective WhatsApp templates require more than just good copy — they must adhere to WhatsApp’s guidelines and meet strategic needs. 

Here's how to make sure your templates hit the mark.

Be clear and concise

Prioritize clarity and conciseness above all else. Your messages should be easy to understand, even for someone unfamiliar with your industry or product.

You can use emojis to make your messages more fun, but don't go overboard. One or two is usually enough; too many can look unprofessional.

If you want your customers to take action, be explicit. Use clear, direct calls to action like “Reply YES” or “Tap to learn more.”

Name your message templates

Stick to short, descriptive names that are easy to remember and understand. Keep the name concise, ideally under 512 characters.

Use only lowercase letters, numbers, and underscores, and avoid spaces, special characters, or emojis. For example, appointment_reminder and shipping_update are good names because they contain acceptable characters.

On the other hand, Appointment_reminder and re$et-password are not good names because they contain uppercase letters and special characters.

Format the template properly

Use proper punctuation — commas, periods, question marks — so your message is easy to read. Add some space between lines of text. This makes your message less overwhelming, especially on mobile devices.

And before submitting your template for approval, double-check that everything is clear and that all variables, such as placeholders, are correctly formatted.

Understand your customer's journey

Consider how your customers interact with your brand.What information do they need at each step?Create messages that give them exactly what they need, when they need it.

For example, send an order confirmation after they buy something or an appointment reminder before their visit. 

Always ensure you have their permission before sending messages, and provide an easy opt-out option.

A/B test your templates

Try out different message copy and calls to action to see what works best for your customers.

Consider sending different versions of your message to a small group and see which version gets a better response. This information helps you fine-tune messages for best results.

_{Tips to getting your Whatsapp template approved}

When creating a template for approval, keep these guidelines in mind:

• Adhere to the rules: Make sure your templates comply with the WhatsApp Business Policy and Commerce Policy.
• Choose the right message type: Understand the difference between session messages and templates. Make sure you're using the right one for your purpose.
• Number your placeholders: If you're using {{1}}, {{2}}, etc., make sure they're in order. Skipping numbers could lead to rejection.
• Avoid sensitive info requests: Don’t request sensitive personal information like full bank account numbers or ID numbers.
• Be respectful: Use polite, non-threatening language.
• Keep it unique: Every template you submit needs to be original. Duplicate templates are likely to be rejected.
• Stay in the loop: WhatsApp's policies can change, so always stay informed and keep your templates compliant.

Automate your WhatsApp communication with Plivo

Plivo offers a robust, enterprise-grade communication platform to ensure your messages reach customers reliably, even at high volumes. We streamline the onboarding process, making it easy to get started with WhatsApp Business.

Businesses can easily sign up and register for the WhatsApp Business API directly through Plivo's platform. For effective customer engagement, Plivo enables automated WhatsApp messaging campaigns throughout the customer journey.

Additionally, Plivo's transparent pricing model includes a single rate for all conversations. Volume-based discounts ensure WhatsApp remains a viable, affordable channel as your business grows. 

Ready to create a customer-centric WhatsApp experience? Book a demo today to learn how Plivo can transform your customer communication strategy and boost your business efficiency.

Your WhatsApp Business greeting message sets the tone for every customer conversation. The humble greeting message creates that all-important first impression for new customers. Though it may seem like a small part of your communications strategy, 90% of buyers agree that a positive customer experience is just as important as a company's products or services. 

We’ve put together the best practices and examples to craft impactful WhatsApp greeting messages. First, let’s review some of the key features that WhatsApp Business offers to make your brand stand out. 

Key features of WhatsApp Business messaging

WhatsApp’s Business messaging features are designed to help you boost customer engagement and satisfaction with little effort. Understanding these features will help you identify key customer touchpoints and how to enhance every interaction.

Here’s an overview of these features and how greeting messages fit into the overall WhatsApp messaging toolkit. 

Multimedia support

Whether you want to showcase a new product or send a PDF brochure of your product, MMS support improves engagement and keeps customers informed. Share images, videos, and documents alongside greeting messages to make your WhatsApp Business greeting message more dynamic.

Pre-approved templates

These templates work in harmony with your WhatsApp Business greeting messages by ensuring timely and consistent messaging. You can create templates for various purposes, from shipping updates to appointment reminders, streamlining your communication and improving consistency. 

Automated messages

Automating responses to common customer queries and welcome messages saves time and ensures prompt replies. However, for more nuanced questions, sensitive issues, and personalized support requirements, human interaction remains vital. 

Why should you use a WhatsApp Business greeting message?

WhatsApp business greeting messages set a welcoming tone that resonates with customers just like in-person interactions. In fact, 72% of users report never having a negative experience with a company’s marketing messages on WhatsApp. Moreover, these messages lower response times and don’t leave customers hanging outside of business hours, improving overall user experience. 

Examples of WhatsApp Business greeting messages

Here are 11 examples of WhatsApp Business greeting messages that improve customer engagement and streamline communication.

New customer welcome messages

A greeting message makes new customers feel welcomed and valued. It’s the first message sent to customers when they reach out and when they message you after 14 days of inactivity in their chat.

Examples:

"Hi there! How can we help you today?"

“Hi there! Thanks for reaching out. How may we help you today?”

Dos:

• Keep the message concise.
• Be specific about when customers should expect a response.
• Steer clear of typos, incorrect punctuation marks, and poor sentence structure.
• Provide alternate contact details such as an email ID, social media ID, phone number, etc.
• Direct users to useful resources if representatives are unavailable.
• Use friendly and engaging language.

Away welcome messages

These messages inform the customer when they can expect a reply from you.

Examples:

“Hey there! We have received your message and will respond within the next 24 hours!”

“We are currently offline and will be back to serve you by [time].“

“Please explore our FAQ section while our representatives are away!”

Do’s:

• If there's a potential delay, communicate it clearly to avoid customer frustration.
• Acknowledge their wait time with empathy to keep them engaged and reassured.
• Mention when your representative will be available to address the issue.

Customer support messages

These messages set clear expectations for response times, improve customer satisfaction, and maintain trust with timely communication.

Examples:

“Hey [name]! Thanks for reaching out. Our office hours are from [time] to [time]. We will get back to you on [date] when our offices open.“

“Hey there! Please be patient or reach us at [alternative contact detail] for instant support.”

“Hello there! All our representatives are currently unavailable. Could you please reach out [day/date] between [time] to [time]?“

Do’s:

• Avoid jargon and ensure your instructions are easy to follow.
• Address customers by their name and reference their specific issue or request to make the interaction feel more tailored and attentive.
• Even when using casual language, always be respectful and professional.

Business update messages

Keep customers updated about your business. For instance:

1. You want to share an update about a glitch your website is currently experiencing.
2. You want to update users about their orders, appointments, new product launches, etc.

Examples:

"Dear customer, we are facing technical issues with our [product]. While our team is working hard to get it resolved, feel free to leave your message below. We will respond within the next 2 hours. Thank you for your patience.“

"We are currently facing technical issues with our website. Sorry for the inconvenience this may have caused you. Our team is working hard to fix the issue. We will notify you once the problem is resolved. Thank you for your patience.”"Hi [name], we wanted to inform you that our [service] will be undergoing maintenance on [date] from [start time] to [end time]. We apologize for the inconvenience and thank you for your patience."

"Hi [name], this is to inform you that your order #[order number] has been shipped and is on its way! You can track your package with this link: [link]. Thank you for shopping with us!"

Do’s:

• Let customers know you're aware of the issue as soon as possible to prevent frustration and show transparency.
• Explain the nature of the issue and how it may affect the customer. Be straightforward without overcomplicating things.
• If it's an order update, provide a link to track the order. For appointments, confirm the location. For launches, include where they can learn more or buy the product.
• Include a CTA to encourage customers to take the next step, whether it’s confirming an appointment, checking order status, or exploring a new product.

Out-of-office response messages

These messages inform customers that your representatives are currently unavailable and provide guidance on when they can expect a reply or alternative contact options.

Example:

“Hi there! Thanks for reaching out to us. Our representatives are currently out of office until [date]. For immediate assistance, please reach out to [alternate contact]. We'll get back to you as soon as possible.“

Do’s:

• Clearly mention the return date.
• Provide an alternative contact for urgent matters.
• Be polite and professional.
• Set this message as an auto-reply greeting at the appropriate time to avoid discrepancy.

Holiday-related messages

These messages greet customers during holiday closures with information about your opening hours and availability. 

Example:

"Hi [name], Merry Christmas! May your home be filled with light, love, and laughter. Due to the holiday season, we are currently overwhelmed with orders. We will get back to you in 24 hours.”

Do’s:

• Include the specific holiday being celebrated.
• Mention any changes in office hours or operations.
• Keep the tone festive, warm, and polite.

Customer opt-in messages

Businesses can send these messages to seek user consent to send updates or marketing communications.

Example:

“Hey [Customer Name]! We’ve got exclusive updates, deals, and offers waiting for you. Opt in now to stay updated and never miss out on exciting news! Click here to join: [Link]. We promise to keep it short and sweet!"

Do’s:

• Provide clear and easy steps for opting in (e.g., clicking a link or replying with a specific word).
• Mention what the customer will gain by opting in (e.g., exclusive offers, updates).
• Keep the tone friendly and inviting.
• Ensure the customer knows their data will be handled responsibly.

Messages for promotional events

These messages are to inform customers about special offers or sales.

Example:

"Hi [name]! We’re excited to announce our Winter Sale with 10% off all items! Shop now at [link] and use code WINTER10. Don’t miss out—sale ends [date]!"

Do’s:

• Use an attention-grabbing opening that reflects the excitement of the promotion.
• Include clear details about the promotion and any discount codes.
• Add a call-to-action link to make it easy for customers to participate.
• Highlight time-sensitive aspects of the offer to motivate customers to act quickly (e.g., “Limited time only” or “Sale ends soon”).

Messages for upcoming events or webinars

These messages encourage customers to register for or attend upcoming events or webinars.

Example:

“Hi [name], we're excited to announce our upcoming webinar on [topic] happening on [date] at [time]. Register here [link]."

Do's:

• Include clear details about the event, including the date, time, and registration link.
• Provide a clear CTA.
• Include testimonials specific to the promoted webinar to increase credibility (if applicable).

Special occasion greetings

Special occasion greetings are personalized messages sent to customers to celebrate milestones, anniversaries, festivals, or birthdays. They strengthen relationships and show thoughtfulness towards clients or employees.

Example:

“Happy Birthday [name]! May this special day bring you happiness and prosperity. We're excited to continue working together.“

Do’s:

• Match the tone of the message to the occasion—joyful and celebratory for birthdays, warm and sincere for anniversaries.
• Keep the message brief to ensure it’s easy to read and digest.
• Consider including a special offer, discount, or gift as a gesture of goodwill, if applicable.

Welcome back messages

These are greetings sent to customers or clients upon their return after a break, absence, or hiatus. These messages serve to re-establish a connection.

Example:

“Welcome back, [Name]! We’ve missed you and are thrilled to have you shop with us again. If you need any assistance or have questions, feel free to reach out. Looking forward to serving you!”

Do’s:

• Address the recipient by name to make it personal.
• Express genuine enthusiasm and warmth.
• Offer support or assistance if needed.
• Keep the message positive and encouraging.

Best practices for crafting effective business greeting messages

Ensure your WhatsApp Business greeting message includes these key elements.

Personalization

Address customers by their names and tailor content to their preferences or previous interactions. Use a friendly greeting if it's your first message to a customer, and personalize it later when the customer provides their name and other details.

Note: You can experiment with the frequency of automated transactional messages, but generally, it’s best to send three or four messages maximum. Create an outreach calendar for weekly and monthly messages to maintain consistent communication.

Clarity 

Clear, to-the-point greetings grab user attention quickly and make it easy for customers to understand and engage with your content.

For instance, instead of saying, “We’re thrilled to have you back and hope you enjoy our services,” simply say, “Welcome back! Here’s what’s new.”

Additionally, highlight key information that you want customers to notice, such as promotions or important dates, using formatting tools to make these details stand out.

Appropriate usage

Reserve WhatsApp greeting messages for welcoming and other important updates. Don't use this channel for regular promotions; it'll dilute their impact and annoy customers, reducing overall customer engagement.

Engagement

Craft your messages to be lively and relevant, sparking interest and encouraging interaction.

Use engaging visuals, ask questions, and modify content to your audience's preferences.

Customer opt-out

Always include a clear and straightforward opt-out option, such as “Reply STOP to unsubscribe,” in your messages. This respects customer preferences and reduces frustration, ensuring your communications remain welcome and effective. 

So, what is the best WhatsApp greeting message example? 

The best greeting messages are warm and inviting, like: “Hi there! Welcome to [business name]. How can we assist you today? We’re here to help!”

Make the most of WhatsApp messaging with Plivo 

Plivo manages communications, automates responses, and personalizes engagement — all within a unified platform. It lets you send templated WhatsApp messages, making bulk communication a breeze.

It goes beyond basic messaging by providing crucial insights into template performance, including:

• Language.
• Delivery status.
• Reasons for message blocks.

The final insight especially helps you quickly identify and resolve issues, ensuring your messages reach your audience timely. By tracking and addressing the reasons for any blocks, you can maintain a high-quality account and boost engagement.

Scale your business with an efficient, cost-effective messaging solution. Request a demo with Plivo today.

Telecom fraud is constantly emerging with various trends and is becoming a major threat. Recently, a Southern California resident lost $21,000 due to SIM swapping fraud after cybercriminals took control of the phone number to access a bank account. Different types of fraud are on the rise as fraudsters exploit telecom vulnerabilities. 

As the telecom industry grows, so does the need for robust fraud prevention strategies.

To navigate this, it’s essential for organizations to stay informed and prepared. In this blog, we’ll explore the top telecom fraud trends for 2024 and practical solutions to safeguard your business.

Five telecom fraud trends of 2024

Let's explore current trends in the telecom industry and how fraud detection and prevention solutions can safeguard your organization.

1. AIT accelerated A2P fraud

Artificial Inflation of Traffic (AIT) is a type of fraud that affects the Application-to-Person (A2P) SMS path. Traffic is artificially increased to generate revenue. Fraudsters utilize bots to boost traffic and send fake one-time passwords (OTPs) to manipulate conversion metrics and create false revenue streams.

AIT is estimated to account for 5% of all worldwide A2P traffic and will cost brands $2.4 billion between 2022 and 2024.

The three main categories of AIT fraud expected to have a major market impact are:

• Counterfeit fabrication AIT: An aggregator adds fake data or traffic while it's being transferred through the system.
• Human and bot amplification of AIT: Traffic is generated by OTPs and other triggers from brand websites and services.
• Masquerade parasite generation of AIT: This involves traffic being injected through CPaaS accounts.

Due to the widespread use of AIT in the messaging ecosystem, an estimated 19.8 billion and 35.7 billion fake messages were sent in 2023 — and business leaders report that the threat is accelerating.

Solution: Integrate strict security measures within your communication platforms. In addition, when choosing a business solution partner, consider the built-in fraud protection tools they offer.

For instance, Plivo Verify API offers a multi-channel two-factor authentication (2FA) solution and an in-built Fraud Shield, designed to mitigate the risk of AIT scams.

The advanced capabilities of the Plivo 2FA API allow you to send images, reach multiple recipients, and set message expiration. Messages that aren't delivered within a certain period are marked as “Failed” with error code 420 and are not charged to customers.

2. Toll fraud

Toll fraud, or International Revenue Sharing Fraud (IRSF), is when fraudsters exploit cloud-based systems. Unlike A2P fraud, toll fraudsters make money by phone calls instead of sending messages. 

Toll fraud impacts landline and mobile phone lines in more than 200 countries. The rise and resale of the number range, where up to 10,000 new IRSF-related areas are promoted weekly, indicate the profitable nature of toll fraud.

The frequent methods fraudsters employ to carry out IRSF are:

• PBX hacking: Unauthorized access to a company's telecommunications network to make international calls to premium rate numbers.
• Automated dialers: Programmed to call numbers at high frequency, which generates high traffic to specific destinations.

The most susceptible groups to toll fraud are Voice over Internet Protocol (VoIP) users, businesses that employ premium-rate numbers, and individuals who handle overseas communications.

Solution: You may not discover toll fraud until your phone bill arrives without real-time monitoring. Plivo’s Fraud Shield protects against high-risk outbound calls with static controls, such as:

• Geo-permissions: Disable communications to high-risk countries where users are not present.
• International Toll Fraud Protection: Create call blocklists for specific high-risk prefixes.
• Number validation: Validate phone numbers to reduce the risk of sending OTPs to fraudulent numbers.

Fraud Shield classifies destination countries based on risk levels. Using Plivo’s robust fraud control, you can set up thresholds based on these risk classifications to ensure that higher-risk countries have stricter controls to minimize the chances of fraud.

3. Account takeover (ATO)

Data breaches expose millions of users' passwords and personal data on the dark web, giving fraudsters the tools to carry out account takeover (ATO) attacks.

ATO involves using stolen personal data to hack accounts and gain access to bank and credit card information. In the second quarter of 2023, there was a 354% year-over-year increase in ATO attacks.

These scams aren’t limited to the financial sector — they also target government organizations. 

Solution: MFA is essential in eliminating account takeover attempts. A reliable MFA provider should support SMS, email, phone calls, hardware tokens, and other forms of authentication for secured verification.

Plivo provides global multi-channel OTP/2FA solutions, ensuring all Verify API requests are encrypted and transmitted securely over HTTPS. Plivo's API authenticates OTP transactions using your auth ID and auth Token, making it easy to integrate into existing systems by utilizing standard HTTP verbs and status codes.

4. Spoofing

Phone number spoofing is another common fraud tactic. Scammers manipulate caller IDs to display fake information, often using local phone numbers. They typically impersonate government agencies to trick recipients into sharing sensitive data such as bank or credit card details. Juniper Research reports that global mobile users have lost $58 billion to fraudulent spoofing calls.

Caller ID spoofing causes financial loss and reduces trust in mobile communications. While advancements in voice call technology have brought many benefits to organizations, they have also created new opportunities for fraudsters.

Solution: Work with telecom providers to implement STIR/SHAKEN caller authentication and trace the origin of calls. Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN) authenticate calling numbers, increasing the credibility of caller IDs.

The Federal Communications Commission (FCC) requires carriers to adopt these standards to combat spoofing and provide accurate caller numbers and names.

Plivo’s built-in fraud control in SMS and Voice APIs help protect customers against SMS pumping and toll fraud and comply with STIR/SHAKEN protocols.

Developers can integrate anti-spoofing measures, including authentication protocols and number verification, using Plivo’s API to secure both inbound and outbound communications.

5. Robocalls and spam messaging

Robocalls are automated phone calls that send pre-recorded messages to multiple recipients at once. Robocalls are used for telemarketing, public service messages, and political campaigns. However, their connection to scams and fraudulent activities poses a serious threat to phone users' privacy and security.

According to the National Consumer Law Center, Americans receive 33 million fraudulent robocalls daily and 50 billion annually.

Fraudsters also utilize AI to create phishing emails that mimic the professional tone of reputed companies to collect personal data. With such tools at their disposal, even scammers with no prior coding knowledge can become hackers in an instant.

Solution: Carriers in the United States have mandated that companies register their brands and use 10-digit long codes (10DLC) for A2P texting. These numbers help distinguish legitimate messages from spam. Additionally, shortcodes must be configured according to carrier requirements, and toll-free numbers need to be validated before use.

Plivo enhances brand trust and recognition with higher-throughput mobile numbers, 10DLC, and short codes for SMS and MMS.

Customers can also automate the 10DLC registration process by using the upgraded server SDKs from Plivo. On the Plivo console, you may link numbers to campaigns and register brands and campaigns.

Conclusion

Rapid advancements in the telecom industry have enabled cybercriminals to execute complex and highly profitable attacks against both individuals and corporations. Protecting your business from fraud is crucial to maintaining customer security and confidence.

With Plivo's cutting-edge authentication solutions, you can protect important accounts within businesses of all sizes, strengthen overall communication security, and improve account security.

Contact us today to discover how our Verify API can help protect your company and customers.