A WhatsApp Business app gives you the power to create a virtual shopping experience for your customers that is as engaging and interactive as an in-store visit.

Through WhatsApp, customers can connect instantly, get their questions answered in real time, and browse products through the convenience of one of the world’s most popular apps. 

It’s easy to use the WhatsApp Business app or the WhatsApp Business platform to create a WhatsApp Business account. Follow the steps in this guide to get started. 

The WhatsApp Business ecosystem: App, Account, and Platform

• WhatsApp Business account: You need a WhatsApp Business app to use the app or the platform. The account grants you access to business-specific tools, such as customer support tools and business analytics.

• WhatsApp Business app: It's designed for small businesses to manage customer interactions. It lets you set up a business profile, respond to customer messages, and automate responses to increase engagement. 

• WhatsApp Business Platform: It's a comprehensive solution for medium to large-scale businesses. It offers advanced features like bulk messaging, integration with CRM systems, and automated workflows, to manage and scale communications. 

Create a WhatsApp Business account using the WhatsApp Business app 

A simple seven-step process is all it takes to set up the app with a WhatsApp Business account.  

1. Download WhatsApp Business App

Get the WhatsApp Business app from the Google Play Store or the Apple App Store, depending on your device type. This app is designed specifically for businesses and is different from the personal WhatsApp messaging app. Open the app by tapping its icon on your home screen.

2. Agree to the terms of service and press continue

• Review through the WhatsApp Business Terms of Service
• Tap “Agree and Continue” to accept and proceed with your WhatsApp Business setup.  

3. Register or use an existing number to create a WhatsApp Business Account

Select the phone number you want to sync your WhatsApp Business account. 

There are two options:

1. Convert an existing phone number  
2. Register for a new phone number 

Enter your phone number and select your country from the drop-down list. Type your number in the designated box.

Tip: Use a new number to keep your chat history separate from WhatsApp Messenger, as it can’t be transferred back to WhatsApp Messenger if you discontinue using the WhatsApp Business app. 

4. Verify your WhatsApp Business phone number

Follow these instructions to complete your Business account verification. 

• Tap done: You’ll receive a 6-digit registration code via SMS. If you prefer voice calling, tap “Call me” to receive the code through an automated phone call.
• Enter code: Input the code you received via SMS or call in the verification field. 
• Troubleshoot: If you don’t receive the code within a few minutes, tap “Resend code” or “Call me” again. Double-check if you’ve entered the correct phone number. If you still don’t receive the code, follow the troubleshooting section for further guidance. 

Remember: Verify that your device permits SMS and calls from unknown numbers, and avoid submitting multiple requests in a short time if you don’t receive the verification code. 

5. Convert WhatsApp Messenger to WhatsApp Business (only if applicable)

It is possible to transition your personal WhatsApp number to a WhatsApp Business account. Once you’ve verified your phone number, prompts will ask if you would like to:

• Transfer data: Transfer all your data to the new WhatsApp Business profile, including images, videos, chat messages, and contact numbers by granting permission to complete the transfer. 
• Verify: Enter the verification code if you’ve enabled two-factor authentication.  

Please note that the transfer process might take some time, depending on the size of your media files. 

6. Grant permission for WhatsApp Business to access files

A prompt will ask for sharing permission with WhatsApp. Allow the WhatsApp Business app access to your contacts and media files to facilitate better customer connections. 

7. Set up your WhatsApp Business profile

You’ll be asked to provide the following business details:

• Business name: Enter the official name of your business.
• Profile picture: Upload your business logo or another high-res image that represents your business. 
• Category: Choose the appropriate business category from the dropdown menu.
• Description: Provide a brief description of your business, limited to 256 characters.
• Business address: Enter the official address of your company.

8. Explore and set up WhatsApp Business tools 

You can complete the setup or skip this step and add more information later through the Explore Business Tools window. The additional information you share could include:  

• Business profile: Your operating hours, contact email address, and website URL.
• WhatsApp Business catalog: Products/services with optional details like price, description, website link, and product code.

• Messaging tools: Automated responses that handle common queries, provide instant replies, and ensure timely responses, making interactions more efficient. 

Update your WhatsApp Business profile regularly to reflect changes in your business information.   

Pro tip: Keep your WhatsApp Business profile complete to inform your customers about your business and reduce recurring queries regarding your business hours, product images, etc. Here’s how to set an away message in the WhatsApp Business app. 

Create a WhatsApp Business account using the WhatsApp Business Platform 

To get started, you have two options:

• Create a WhatsApp Business Account (WABA) on your own
• Get help from a Business Solution Partner (BSP)

The steps out here are for those who work with a BSP. You should sign up for a business portfolio before you start this process. 

Once you have everything in place, here are the steps to get started as outlined by Meta.  

• Go to your Business settings.
• Choose the relevant business portfolio from the drop-down menu.
• Add a WhatsApp account:some text
  • Click “WhatsApp accounts” under Accounts.
  • Click “Add WhatsApp account” if this is your first account or “Add” if connecting to another.
• Enter your business details:some text
  • Phone number
  • Account name
  • Messaging for: Select whether this account is for your business or a client’s.
  • Time zone: Choose your business’s time zone.
  • Currency: Pick the local currency for invoicing.
  • Payment method (optional)
  • PO Number (optional)
• Add people and set permissions:some text
  • Search and select people to add.
  • Assign permissions:some text
    • Partial access: Manage phone numbers and message templates.
    • Full control: Manage the WhatsApp account.
  • Click “Assign.”

This process is complicated if you aren’t working with a BSP like Plivo. Our embedded sign-up flow leads you through the process whether you’re onboarding your own WABA or managing accounts for a client.

Note: Follow this guide to set up a WABA independently. 

Important considerations when using WhatsApp Business 

Setting up a WhatsApp Business account takes just a few minutes, but you should regularly maintain it for optimal performance.  

Do not spam your customers

Excessive promotional messages cause customers to flag your account as spam. Flagged accounts can incur penalties from Meta. Comply with the WhatsApp Business Messaging policies and keep the messages crisp, relevant, and timely. 

Retain customer data during account migration in the WhatsApp Business App 

If transitioning from a personal number to a business account, you can easily migrate your chat history and media files to WhatsApp Business. However, if you’re moving your account to another new number, you’ll need a plan to maintain data continuity.

• Backup your data to Google Drive or iCloud 
• Update your number in your WhatsApp Business account 
• Inform your customers about your new number
• Verify all chat history and media files have been linked to the new number 
• Update backup settings to ensure future data gets backed up to the new number 

Use separate phone numbers for personal and business use 

You can use WhatsApp Business and WhatsApp Messenger simultaneously, but the accounts must be linked to different phone numbers. 

Simplify WhatsApp Business account setup with Plivo 

As a Meta-registered BSP, Plivo simplifies the setup of WhatsApp Business accounts. While the WhatsApp Business app is intended for direct customer interactions, our API helps businesses manage and scale their WhatsApp communications. 

Here’s how. 

Pay less for more value 

Plivo is one of the most affordable solutions on the market.  We charge Rs. 0.066 ($0.00080) per conversation —not per message. Additionally, we consolidate billing for Meta and Plivo into a single bill, reducing the hassle of managing multiple bills. This approach helps you save while still delivering effective customer interactions.

Automated messaging  

Although automated messaging is a fundamental feature of the WhatsApp Business Platform, Plivo helps you take full advantage of this capability. Automate all aspects of your customer interactions—from handling FAQs and providing support to lead generation, sales, broadcasts, personalized recommendations, and post-purchase updates.

Create consistency across customer interactions 

Agents frequently receive similar questions about order statuses, return policies, and product availability. Manually responding to each query is labor intensive and can lead to inconsistency between customer experiences. Plivo ensures that agents provide optimal responses every time with the help of pre-defined templates for common queries. This capability helps e-commerce companies improve their customer support quality. 

Get data-led routing for fast query resolutions  

Plivo’s advanced routing feature analyzes customer data to automatically direct chats to the most suitable agent, leading to faster resolution times. 

Customizable templates for varying marketing needs 

Plivo and the WhatsApp Business API allow you to create and use personalized templates for different marketing purposes, such as welcome messages and product guides. You can manage these templates, check their status, and make updates through Plivo’s platform.

Plivo is ideal for growing enterprises that want to improve customer support without getting bogged down by complex technical setups.  

Request a trial to find out if Plivo is the right fit for your business.

While your team will always be there to handle complex customer queries, a toll-free number service can take care of routine calls and help streamline your operations.

But how do you choose the right toll-free number service provider for your business? Businesses across industries—from retail to healthcare—use toll-free numbers to improve their customer experience and cast a wider net globally. Toll-free number providers use different pricing models, deliver different benefits, and offer different levels of customer service. Understanding what each provider is offering can help you hone in on the right fit for your company. 

Therefore, let's compare some of the best toll-free number service providers in the US to see how they stack up against each other. 

10 best USA toll-free number providers compared: at a glance

Here’s a quick overview of the best USA toll-free number providers.

10 best toll-free number service providers 

Read on for a deeper look at the  best toll-free number service providers in 2024, focusing on their unique functionalities, key features, and pricing plans based on recent research.

1. Plivo

Plivo is a powerful toll-free number service provider that offers not only toll-free numbers, but also local, mobile, and national numbers to suit a wide range of business needs. 

With Plivo, businesses can instantly buy and activate toll-free numbers in more than 65 countries, making it a go-to solution for companies looking to expand their global reach. 

Plivo’s user-friendly API and console make it easy to manage communications, enabling businesses to enhance customer engagement quickly and effectively. Designed for scalability and reliability, Plivo supports businesses of all sizes with exceptional customer service and user-friendly voice and SMS services.

Key features:

• Instant activation and easy management: Quickly search, buy, and activate phone numbers with Plivo's intuitive console and API, making it easy to add new numbers or porting existing ones.
• Versatile phone number options: Choose from toll-free, local, mobile, and short code numbers to fit your business needs.
• Advanced call handling features: Use call forwarding, conference calling, voicemail, and SMS autoresponder to efficiently manage customer communications.
• Scalable cloud IVR and sms survey tools: Create multi-level IVR menus and conduct SMS surveys to gather customer feedback and streamline support processes.
• Global reach and compliance: Operate in over 65 countries with Plivo’s compliant phone services, ensuring secure, global communications that adhere to local regulations.

Pricing plans:

• Usage-based pricing: Transparent, pay-as-you-go model where businesses only pay for what they use.
• Volume discounts as you scale: Get additional discounts with committed usage as you scale. 

2. Grasshopper

Grasshopper is a virtual phone system ideal for small businesses and entrepreneurs looking to establish a professional presence with a toll-free number. Grasshopper offers a range of toll-free numbers — including popular prefixes such as 800, 888, 877, and more — and features designed to effectively manage business calls. Its user-friendly platform does not require additional hardware, making it a convenient and cost-effective choice for businesses.

Key features:

• Voicemail transcription: Converts voicemails into text, allowing users to quickly read and respond to messages.
• Unlimited call handling: Supports multiple simultaneous calls, reducing missed opportunities and improving customer service.
• Custom greetings and extensions: Allows businesses to create professional greetings and set up multiple extensions for better call management.
• Mobile and desktop apps: Provides flexibility to manage calls from anywhere using mobile and desktop applications.
• Call forwarding and routing: Automatically directs calls to the appropriate device or person, ensuring important calls are never missed.

Pricing plans:

• Solo: $29 per month (one phone number and three extensions)
• Partner: $49 per month (three phone numbers and six extensions)
• Small Business: $89 per month (five phone numbers and unlimited extensions)

3. 800.com

800.com specializes in toll-free numbers and is designed to provide businesses with an easy-to-use platform for managing customer communications. The service offers a wide range of toll-free numbers, including 800 and vanity numbers, which can be a powerful tool for branding and marketing. With a focus on ease of use and comprehensive customer service features, 800.com is ideal for businesses looking to enhance their professional presence.

Key features:

• Call tracking and analytics: Offers detailed reports on call data, helping businesses optimize their marketing and customer service efforts.
• Voicemail to email: Automatically sends voicemails to email, simplifying message management.
• Sequential call forwarding: Ensures calls are forwarded in a specific order, increasing the chances of answering every call promptly.
• API integration: Provides developers with tools to integrate toll-free number services into existing business systems and applications seamlessly.
• Vanity numbers: Offers memorable vanity numbers that help improve brand recognition and customer recall.

Pricing plans:

• Personal: $19 per month (1,000 minutes and one toll-free number)
• Unlimited: $49 per month (unlimited minutes and one toll-free number)
• Pro: $127 per month (5,000 minutes and five toll-free numbers)

4. RingCentral

RingCentral is a leading provider of cloud-based communication solutions, including toll-free number services. It offers a comprehensive suite of communication tools that integrate voice, messaging, video, and more into a single platform. RingCentral’s toll-free service is designed to help businesses of all sizes manage their communications effectively while maintaining a professional image.

Key features:

• Unified communication platform: Combines voice, messaging, and video services, allowing seamless integration and communication across multiple channels.
• Advanced call management: Offers features like auto-attendant, call forwarding, and call queue management to streamline customer interactions.
• Customizable toll-free numbers: Provides a variety of toll-free number options, including 800, 888, 877, and other prefixes, to suit different business needs.
• Mobile and desktop apps: Ensures that users can manage calls and communications from any device, anywhere.
• Robust analytics and reporting: Provides detailed call analytics to help businesses understand and improve their communication strategies.

Pricing plans:

• Essentials: $19.99 per user per month
• Standard: $27.99 per user per month
• Premium: $34.99 per user per month
• Ultimate: $49.99 per user per month

5. Ooma

Ooma provides a range of toll-free numbers and virtual phone system features that cater primarily to small and medium-sized businesses. Ooma is known for its straightforward pricing and easy-to-use platform, offering essential communication tools without complex setup or additional hardware. It’s a solid choice for businesses looking to quickly set up a toll-free number with minimal hassle.

Key features:

• Voicemail and call forwarding: Provides essential communication features such as voicemail, call forwarding, and call blocking.
• Music on hold: Keeps callers engaged while on hold, reducing abandonment rates.
• Digital fax: Supports sending and receiving faxes digitally, enhancing communication efficiency.
• Virtual receptionist: Automates call handling with customizable greetings and menu options.
• Multi-device support: Allows calls to be forwarded to multiple devices, ensuring flexibility and coverage.

Pricing plans:

• Essentials: $19.95 per user per month
• Pro: $24.95 per user per month
• Pro Plus: $29.95 per user per month

6. MightyCall

MightyCall offers a simple and affordable toll-free number service tailored for small businesses and startups. The platform is designed to provide an easy-to-use virtual phone system with features that help businesses manage their communications effectively. MightyCall focuses on providing a high-quality customer experience through its intuitive interface and comprehensive support.

Key features:

• Call recording: Allows businesses to record calls for quality assurance and training purposes.
• Voicemail to email: Sends voicemails directly to email, making it easy to access and respond to messages.
• Custom call routing: Provides flexible options to direct calls to the appropriate person or department.
• Softphone support: Enables making and receiving calls directly from a computer or mobile device.
• Call analytics: Offers insights into call data to help businesses optimize their communication strategies.

Pricing plans:

• Basic: $20 per user per month
• Standard: $40 per user per month
• Enterprise: Contact for pricing

7. Dialpad

Dialpad is a modern cloud-based communication platform that offers toll-free numbers as part of its unified communication solution. It’s designed for businesses looking to integrate voice, video, and messaging into a single platform, making managing all communications from one place easy. Dialpad’s AI-powered tools provide advanced features to enhance customer interactions and improve operational efficiency.

Key features:

• AI-powered call transcription: Uses artificial intelligence to transcribe calls in real-time, making it easier to keep records and follow up on conversations.
• Seamless integration: Integrates with Google Workspace, Microsoft 365,  Salesforce and more.
• Dynamic call routing: Automatically routes calls based on predefined rules to ensure efficient handling.
• VoIP calling: Provides high-quality Voice over IP calling with minimal latency and disruption.
• Advanced analytics: Offers deep insights into call data and performance to help businesses improve their communication strategies.

Pricing plans:

• Standard: $15 per user per month
• Pro: $25 per user per month
• Enterprise: Contact for pricing

8. Vonage

Vonage provides a range of toll-free number services and a suite of unified communication tools. It’s known for its flexibility and ability to support businesses of all sizes. Vonage’s platform integrates voice, messaging, and video services, making it a versatile choice for businesses looking to enhance their communication capabilities.

Key features:

• Unified communication services: Combines voice, messaging, and video into a single platform for seamless communication.
• Toll-free and local numbers: Offers a variety of toll-free and local number options to suit different business needs.
• Call monitoring and analytics: Provides tools to monitor call performance and gather insights for optimization.
• Integrations with CRM: Integrates with popular CRM platforms like Salesforce and Zoho for enhanced customer management.
• Flexible call handling: Supports features like call forwarding, voicemail, and call routing to ensure efficient communication.

Pricing plans:

• Mobile: $13.99 per month per line
• Premium: $20.99 per month per line 
• Advanced: $27.99 per month per line 

9. Nextiva

Nextiva offers a comprehensive suite of communication tools, including toll-free number services. The platform is designed to unify business communications, offering voice, messaging, video, and collaboration tools in a single interface. Nextiva’s toll-free numbers help businesses enhance their professional image and improve customer service.

Key features:

• Business phone numbers: Provides toll-free and local business phone numbers.
• Advanced call management: Includes features like auto-attendant, call routing, and call forwarding.
• Voicemail to email: Converts voicemails to emails, ensuring messages are accessible and easy to manage.
• CRM integration: Offers integration with popular CRM tools for better customer relationship management.
• Real-time analytics: Provides insights into call data, helping businesses optimize their communication strategies.

Pricing plans:

• Essential: $23.95 per user per month
• Professional: $27.95 per user per month
• Enterprise: $37.95 per user per month
• Ultimate: $67.95 per user per month

10. CallHippo

CallHippo is a modern virtual phone system that offers toll-free numbers and a range of features designed to improve business communication. The platform is known for its ease of use and quick setup, making it ideal for businesses looking to enhance their communication capabilities without a complex setup. CallHippo provides a range of integrations with other business tools.

Key features:

• Virtual phone numbers: Offers toll-free and local phone numbers for global presence.
• Call forwarding and routing: Provides advanced call forwarding and routing features to ensure calls are efficiently managed.
• Analytics and reporting: Offers detailed call analytics to help businesses understand and improve their communication strategies.
• Integrations: Seamlessly integrates with popular business tools like Slack, Zoho CRM, and HubSpot.
• Multi-device compatibility: Allows calls to be managed from multiple devices, ensuring flexibility and accessibility.

Pricing plans:

• Basic: $14 per user per month
• Bronze: $18 per user per month
• Silver: $30 per user per month
• Platinum: $45 per user per month

Criteria for choosing the best toll-free number service provider

When selecting a toll-free number service provider, consider the following factors.

• Pricing and flexibility: Look for a provider with pricing plans that fit your budget and offer flexibility for scaling up or down.
• Features and integrations: Consider the range of features offered, such as call forwarding, voicemail, analytics, and integration capabilities with other business tools.
• Ease of use: Ensure the platform is user-friendly and easy to set up without requiring extensive technical expertise or additional hardware.
• Customer support: Reliable and responsive customer support is crucial for resolving issues quickly and maintaining smooth operations.
• Global reach and quality: For businesses with international customers, choose a provider that offers global reach with minimal latency and high call quality.

Conclusion

Choosing the right toll-free number service provider comes down to finding one that’s reliable, easy to use, and packed with the features your business needs to thrive. 

Out of the best toll-free number service providers in the market, Plivo is the most reliable and powerful provider. 

With Plivo, you’re getting a platform that handles high volumes of calls with ease, thanks to our direct-to-carrier network that minimizes call delays and keeps your conversations crystal clear. No more dropped calls or frustrating delays—just seamless communication that keeps your customers happy.

Plus, setting up with Plivo is a breeze. Whether you’re a startup or a global enterprise, you can have your toll-free number up and running in minutes with our intuitive interface. And with a pay-as-you-go pricing model, you’re only paying for what you actually use—no hidden fees.

Plivo offers advanced features like intelligent call routing, real-time analytics, and comprehensive call monitoring, giving you the tools to communicate and connect with your customers. And with a 99.95% uptime guarantee and 24/7 support, you know you’re in good hands, no matter what.

Request a trial for Plivo.

The average person receives more than 40 text messages per day, according to Pew Research Center. And, despite all this SMS traffic, consumers are still eager to get more messages from brands like yours. 

The trick for today’s businesses is to figure out how to deliver their SMS content to their audience at the right time. How can brands cut through the noise to make sure that consumers are hearing from them? 

This is where SMS scheduling tools can help. SMS scheduling tools allow companies to write content and queue texts to send at just the right moment. These tools maximize the impact of your campaign, satisfy your customers’ desire to hear more from your business, and help increase conversions. Read on to learn more about scheduling text messages and how Plivo’s platform makes this easy. 

What are the best times to send text messages?

TLDR: the best time to send text messages is during normal business hours, between 8 AM and 6 PM. In fact, some regions, including the US, regulate when you can send text messages. The Telephone Consumer Protection Act (TCPA) dictates that any business SMS communication must occur between 8 AM and 9 PM. 

Within those parameters, there are a number of factors to consider when scheduling a text message blast. Here are a few things to keep in mind: 

• Your target audience. Think about the demographic you are texting. For example, young professionals will most likely look at their phones in the evening and at night, while seniors are more likely to be early risers. 
• Your audience’s time zone(s). Your customer locations should factor into when you send an SMS blast. For example, an SMS campaign scheduled for 10 AM EST would reach customers on the West Coast at 7 AM PST. This option is noncompliant with TCPA regulations. 
• Your message goal. Think about the timing of your text as well as the scheduling. For instance, an appointment reminder should be sent at least 24 hours before the appointed time, whereas a one-time passcode should be sent immediately. 
• Seasonality and holidays. It’s a general best practice not to send messages on holidays. In addition, consider the seasonality of your campaign. A well-timed scheduled text before a holiday weekend can prompt someone to remember to shop your sales, pick-up a last-minute vacation item, or send a gift.

Multiple studies show that while there are ideal times to send SMS, each company should develop its own schedule according to its business goals and customer needs. 

How to schedule a text message

Individuals and businesses can both schedule SMS to send in different ways. Businesses can access services like Plivo to bulk send SMS campaigns. For individuals, the method you use will depend on whether you have an iPhone or an Android device.

Schedule a text on iPhone

While iMessage does not have a built-in feature for scheduling messages, three options can make this functionality possible. 

Option 1: Use the Shortcuts app

Use the Shortcuts app on your iPhone to schedule texts by following these steps. 

1. Open the Shortcuts app on your iPhone.
2. Tap on the Automation tab at the bottom, then select "Create Personal Automation."
3. Choose "Time of Day" to specify when you want the message to be sent.
4. Tap "Add Action," then search for and select "Send Message."
5. Type your message and select the recipient(s).
6. Disable 'Ask Before Running' if you want the message to send automatically without confirmation (toggle off this option).
7. Review your automation and tap "Next," then "Done" to save it.

Note that this automation will need to be manually disabled if you don’t want it to repeat in the future.

Option 2: Use a third-party app

Third-party apps provide more robust scheduling options than the Shortcuts app. However, these apps come with caveats; some ask you to pay beyond a certain number of scheduled texts. Others can increase your security risk. Only download apps from the official App Store and research the developer's reputation. 

Explore options such as Scheduled, Moxy Messenger, or Fext to see if a third-party app is the right solution for you. 

Option 3: Use the iPhone Reminders app

The built-in Reminders app on your iPhone is a third option if you prefer not to download an app. While it can't automatically send text messages, it will make it easy to streamline the process. Here’s how: 

1. Open the Reminders app on your iPhone. 
2. Tap the "+" button in the bottom-right corner to create a new list. Name the list something like "Text Messages" and choose a color.
3. Within the list, tap the "+" button again to add a new reminder. Title the reminder (e.g., "Text Zach").
4. Tap the details icon (the "i" in a circle) next to the reminder title. Select a date and time for the notification to appear.
5. In the "Notes" section, write the text you want to send.
6. Tap "Done" to save the reminder.
7. When the reminder appears at the scheduled time, open it and follow these steps:some text
   • Double-tap the note to select the entire message.
   • Tap the "Share" button.
   • Choose the recipient from your contacts list.
   • Paste the selected text into the message field.

This process is more labor intensive, but it gives you full control over sending the text message. 

Schedule a text on Android

For Android users, the process varies slightly depending on the messaging app you use. Note that if your phone isn't connected to Wi-Fi or data when the time comes to send the text, your message will only be sent when you’re reconnected.

Option 1: Use the Samsung Galaxy Messages app

1. Launch the default Messages app on your Samsung device.
2. Write your message and select the recipient.
3. Tap the "+" or the arrow next to the send button, then select the "Schedule message" option.
4. Choose the date and time for sending the message.
5. Tap "Send" to schedule the message.

Option 2: Use the Messages by Google app

If you have this app, you can also schedule text messages in advance. 

1. Open the app to start a new conversation or select an existing one.
2. Write your message as usual.
3. Long-press the send button until the scheduling options appear. Choose a suggested time or select "Pick date and time" for a custom schedule.
4. Confirm your selections and tap "Save" to schedule the message

Option 3: Use your Google Calendar app

This option is similar to the iPhone solution of using Reminders to prompt you to manually send a text message. While less convenient, it does give you control over the sending process. 

1. Open the Google Calendar app
2. Tap the "+"  to create a new event 
3. Choose a date and time to send your text. Enter event details (e.g., “Text Zach”), the date and time you’d like to send the text, and your message content in the notes section. 
4. Set a notification reminder for the time you would like to send the text. 
5. Tap done to save the event. 
6. When the reminder appears at the scheduled time, open it and follow these steps:some text
   • Select your text and copy it
   • Open your preferred message app
   • Choose the recipient from your contacts list.
   • Paste the selected text into the message field.

Option 4: Use a third-party app

Android users can also download third-party apps to schedule a text message. Do your research to find a reputable app and only download one from the Google Play Store to keep your data safe. Try options like Textra, Chomp, or Pulse SMS to schedule messages on Android devices.  

Plivo: the easy way to schedule text messages

Plivo makes it easy to schedule text messages through our SMS API. You can send bulk SMS messages either by using our PHLO visual workflow builder or our API. Plus, you can work in the programming language of your choice: Node, Ruby, Python, or another one. 

To get started, you need a Plivo account. Once you’re set up, all it takes is a few simple steps to write your message, choose recipients, and determine when the message should be sent. It’s a great option for marketing messages, customer surveys, or any other timed text message you wish to send to your audience. 

Conclusion

Scheduling text messages isn’t the only thing Plivo’s platform can help you master. Plivo’s platform is engineered for high availability, extreme reliability and 99.95% uptime SLA. With premium customer support and low total cost of ownership, Plivo’s cloud-based communications platform can help reach all your messaging goals. Learn more by requesting a free trial. 

In a study conducted by Coresight, 67% of the respondents mentioned that they would not engage with a business that does not service them on their preferred mode of communication. This implies that since every buyer has unique preferences, simply providing one or two channels is not enough. 

Service agents are not immune to customer service challenges that legacy systems burden them with, either. The risk of addressing a pain point incorrectly is significantly high, and scouring multiple communication channels for the right information causes serious burnout. 

Therefore, companies in this dire situation need a robust omnichannel customer service solution that unifies customer context across different channels into one platform and facilitates seamless interactions. It’s a plus if it is simple, easy to use, and fully integrated. 

To that end, we bring you a comprehensive study of omnichannel customer service and a compilation of its many benefits.

Omnichannel customer service: A quick rundown

Customers are increasingly demanding more personalized services. According to McKinsey, 80% of consumers are more likely to purchase from brands that offer tailored experiences. 

Additionally, they want lower resolution times, seamless experience across channels, and to be directed to the right agent instead of navigating phone trees that keep them going in circles. 

Therefore, the buck stops at the service agents, who must offer a cohesive experience with a valid resolution and deliver outstanding support. This is where omnichannel customer service comes into play. 

This is an integrated, end-to-end journey where customers interact with businesses across multiple channels and devices such as phone, text, chat, SMS, etc. In simple terms, a buyer journey may begin with a chat but end in a phone call. 

So, the support team is “omnipresent” and assists in all possible means. It can simplify client interactions, making the experience smoother and consistent at every point of contact. 

This solution, which eliminates the need for customers to repeat themselves each time they connect with the support staff, is indeed a shot in arm for businesses of all sizes and fosters consumer loyalty and trust. 

However, it is important to note that omnichannel is entirely different from multichannel customer service. While omnichannel service provides a more unified customer experience, the touchpoints in multichannel—voice, SMS, social media, etc.—are standalone, which could lead to fragmented conversations and data silos.

Benefits of omnichannel customer service

Research shows that companies with robust omnichannel customer service strategies retain an average of 89% of their customers, compared to just 33% for those without. Additionally, businesses that adopt omnichannel strategies achieve a 91% higher year-over-year customer retention rate. 

With this in mind, integrating omnichannel customer service has become imperative for enhancing customer satisfaction, loyalty, and overall business growth. Let’s take a closer look at the major benefits: 

Enhance customer experience and loyalty

With omnichannel customer support, customers do not have to wait in long queues for support. Queries are addressed promptly, and customer satisfaction levels increase. 

Also, customer concerns can be addressed via a simple chat conversation or a quick WhatsApp message. This makes the buyers feel valued and turns them into loyal brand advocates.

Increase the customer lifetime value

All businesses strive for repeat customers. They introduce loyalty programs, bespoke coupons, and so much more. However, if the perception is that a business is not customer-service friendly, the retention process becomes much more tricky. 

Thus, a platform that allows for smooth interaction between the brand and customers is a must for increasing the CLV. 

Boost revenue

A report by Harvard Business Review shows that omnichannel customers spend 10% more online than single-channel consumers. Therefore, companies can improve their topline manifold by being present in all relevant channels in a smartphone-driven world. 

Customer service agents can introduce your business's different programs, allay any fears or preconceived notions, help buyers make better decisions, and increase ROI. 

Faster response rates 

Many businesses continue to provide support via email alone, resulting in longer turnaround times. Conversely, omnichannel customer service solutions like Plivo CX, which uses OpenAI-powered chatbots and customizable voicebots, can provide answers to customers instantly. 

Working 24/7, they can identify the nature of the query and direct customers to a knowledge base or relevant agents for quicker resolution. 

Increase overall service efficiency

A company will seldom benefit from having complex systems that are difficult for customer service agents to navigate. 

In this context, Plivo CX can help you as well. It is equipped with features that empower agents to quickly switch between voice, chat, messages, and the like. Without the need for tab/window switching to gather information on past interactions, the agents can provide a quicker and smoother experience. 

Build better brand perception 

Word-of-mouth is the strongest marketing tool. When someone vouches for your business as being more customer-centric than others, they create a domino effect. 

Most people happily engage with you simply because the support team is prompt and helpful. This can be achieved only when a business has an omnichannel presence, providing support over chats, messages, and social media. 

More contextual conversations

An omnichannel platform allows agents to store customer data and conversation history, providing in-depth context behind the problem. The past information shared by customers can be considered as client feedback that can further improve contextual interactions. 

Personalized customer experience 

Did you know that 68% of consumers prefer service providers that understand their unique requirements? 

AI-powered omnichannel support services conduct data analysis based on customer behavior. The insights gained from this allow agents and businesses to provide personalized services.

Tips for building an omnichannel customer service strategy

Bloomreach suggests that companies that adopt omnichannel strategies see a 23x higher rate of customer satisfaction. Moreover, 87% of customers believe brands need to put more effort into providing a seamless experience across all communication channels. 

By adopting an omnichannel approach, businesses can meet these demands while improving efficiency and engagement. Below are some key tips you can use to build a robust omnichannel customer service strategy:

1. Incorporate AI chatbots and voicebots

AI-powered tools are the way to go for the customer service industry in the future. Since routine queries can be found within the company knowledge base and only sometimes need human intervention, AI service bots can easily comprehend and answer questions related to billing, appointment timings, and so forth, minimizing the incoming volume for agents. 

They can also filter out conversations based on customer keywords and accurately route them to the right teams for improved case handling. 

Moreover, they can service customers in their preferred language, which is a significant benefit for businesses with a wider presence.

2. Focus on personalization

Agents providing template answers and outdated blurbs have always been a bane in customer service. Imagine going through a painful support experience where the agent monotonously says, “I apologize for the experience you are having.” without any resolution in sight. 

Omnichannel service helps agents offer tailored solutions and establish a deeper connection with customers. 

3. Map the customer journey

Blueprinting a customer’s journey is paramount to accurately catering to their needs. This step offers a visual representation of the buyer’s engagement pattern with the brand. 

With Plivo CX’s no-code workflow builder, agents can quickly map out elaborate custom user journeys across any mode of communication.

4. Train support staff with live monitoring features

Properly utilizing the right omnichannel tools, live monitoring, and providing real-time guidance is key to having a well-rounded support system working for both the customer and the company. 

With Plivo CX’s Live Customer Call Monitoring and Coaching feature, supervisors can assist agents in delivering value-added solutions and complying with regulatory requirements. 

This feature also significantly reduces new agent onboarding time, as new hires can be coached directly on live interactions. With live monitoring, supervisors can ensure brand voice stays consistent across all communication channels.

Why choose Plivo CX?

Plivo CX is an omnichannel customer service platform that enables client interactions across various channels, including LiveChat, SMS/MMS, WhatsApp, and more, all from a single platform. 

Its reliable, clear calling and messaging capabilities make it one of the most appealing options in the market. 

Let’s take a look at Plivo CX's smart features that help extract maximum value from omnichannel customer service:

• Agents obtain a 360-degree view of the customer’s background and interaction history on a unified agent desktop, facilitating personalized conversations and better problem-solving
• Leverage an interactive voice response (IVR) system with automated phone menus to guide callers and route them to the appropriate department or agent, streamlining the customer experience
• The OpenAI-powered chatbot and voice bot act as your virtual assistant that is available 24/7 and can provide answers to routine queries based on the knowledge base available within the company
• Its standout drag-and-drop customer journey builder and pre-configured integrations enable painless deployment
• Businesses can carry out product trials to understand the solution and how it can best help them grow
• It helps you stay secure and compliant with strict adherence to industry-specific regulatory requirements 
• Plivo CX’s AI engine helps your team prioritize and respond to urgent customer requests faster, ensuring timely assistance. 
• It also trains your AI agents to reflect your company's voice and policies, maintaining brand consistency throughout interactions.
• You can integrate Plivo CX with popular CRMs and custom API integrations to provide more personalized responses and ensure AI-driven conversations are aligned with customer data.
• Integration with Helpdesk, Order, and Payment systems is also available
• Enhance customer communication by enabling seamless exchange of images, videos, audio, and documents, fostering more engaging and informative conversations.
• Streamline agent workflows with message templates and internal notes, allowing for efficient communication and collaboration. 
• You can also keep your AI agents up-to-date instantly to adapt to new product launches, promotions, or policy changes, maintaining agility and responsiveness.
• Record calls for quality assurance and agent training purposes, ensuring continuous improvement and compliance.
• Generate customized reports tailored to your specific needs and requirements, providing valuable insights into customer interactions and agent performance.
• Empower agents to share information and collaborate seamlessly through internal notes
• Cater to a global audience by offering support in multiple languages, expanding your reach and enhancing customer satisfaction

Transform your omnichannel customer support with Plivo CX Service

To sum up, an omnichannel platform makes the buying journey hassle-free and provides a superior experience. 

With an all-in-one CX suite like Plivo CX, businesses can enhance customer loyalty and brand recognition. This solution allows buyers to reach out via WhatsApp, SMS, and chat in addition to traditional channels like email. 

Its user-friendly interface and convenient features further help agents exceed customer expectations and drive revenue. 

Book a demo to learn more.

Think of a fitness journey that feels effortless, personalized, and effective. You'll have all the tools and support you need to achieve your best self, both physically and mentally. 

This is the omnichannel customer experience that Peloton, a fitness and media company that sells internet-connected exercise equipment and offers fitness classes, delivers. From purchasing top-notch equipment online or in-store to enjoying a 30-day home trial and participating in live or on-demand classes via their app, each interaction—an email update, a workout session, or a motivational text—flows effortlessly into the next.

This seamless integration has become necessary to build customer loyalty. The recent BRP Consumer Study reveals that 87% of consumers demand a personalized and consistent experience across all channels. 

Peloton’s success vividly demonstrates how effective omnichannel routing can meet these high expectations. So, can you create a similarly cohesive and engaging customer experience? 

Let us explore the concept of omnichannel routing, uncover its benefits, and share best practices to help you. 

Understanding omnichannel routing

Omnichannel routing is a strategic contact center approach that directs customer inquiries across various channels to the most suitable agents. It intuitively directs customer queries to the most suitable agents based on predefined criteria, ensuring that each case is handled efficiently, regardless of whether it comes through phone, chat, email, or other channels.

This system enables contact centers to handle a high volume of interactions efficiently with fewer resources. As a result, customers receive faster responses, and agents work more effectively.

Consider this example: A customer calls a support line late at night. Instead of waiting, the call is seamlessly redirected to an agent in a different time zone who can assist promptly. The customer finishes the call satisfied and reassured.

In this scenario, omnichannel routing works behind the scenes to ensure inquiries are managed swiftly and smoothly, enhancing the overall customer experience and strengthening loyalty.

Benefits of omnichannel routing

Verizon notes that businesses utilizing omnichannel routing solutions can achieve significant improvements in their customer service operations. Specifically, they can reduce call transfers and enhance first-contact resolution rates. 

Let’s look at some of the key benefits of implementing omnichannel routing in your customer service strategy:

👉Improved agent productivity and enhanced workflows  

Omnichannel routing boosts agent productivity by directing customer interactions to the channels and representatives best suited to handle them. This keeps agents focused on the questions they’re trained to answer, ensuring they stay productive and efficient throughout their shifts.

👉Decreased average wait times and abandon rates  

With smart routing, customers are quickly connected to the right agent, reducing wait times and the chances they’ll hang up before getting help. Efficient queue management ensures that no one is left waiting too long, keeping frustration at bay.

👉Reduced average handle times  

Omnichannel routing helps resolve issues faster by sending inquiries to the agents who are best equipped to handle them. This means each customer’s problem is addressed more swiftly, reducing the overall time spent on each call or chat.

👉Higher customer satisfaction  

It also directs customers straight to available agents, minimizing unnecessary transfers and improving the chances of resolving issues on the first contact. This direct approach helps make every customer interaction more satisfying.

👉Unified customer view and personalized interactions

Omnichannel experience means a unified customer view. This implies that agents have access to a complete history of interactions. They can provide more personalized support, as they can see past issues and context, making it easier to offer relevant solutions.

👉Valuable insights 

Omnichannel routing provides valuable insights into customer behavior and agent performance. It allows for a clear view of how interactions flow through different channels, which helps refine processes and improve service quality.

👉Proactive customer support  

Finally, this routing allows for proactive engagement by integrating various communication channels. You can anticipate customer needs and address potential issues before they become problems, enhancing the overall support experience.

7 types of omnichannel routing

Now, let us explore seven key types of omnichannel routing, each designed to streamline operations, improve agent performance, and elevate the overall customer experience.

💡Skill-based routing

Skills-based routing enhances customer service by directing inquiries to agents with the most relevant skills. Unlike traditional queue-based systems, it requires setting up routing rules and assigning skills to team members. Modern CaaS solutions simplify this process with integrated IVR systems and AI tools that assess customer needs and match them with suitable agents.

For example, if a CRM indicates a customer speaks French, the system will route the call to a French-speaking agent. This targeted approach reduces wait times, improves resolution speed, and ensures customers receive support from well-suited agents. As a result, skill-based routing boosts customer satisfaction, loyalty, and overall business growth.

💡Channel-preference routing

Channel-preference routing is directing interactions to customer’s preferred channels. For example, if a customer prefers chatting online over using self-service options, their inquiries are routed to a chat support team.

The process begins with understanding customer preferences, which can be assessed through historical interactions or direct feedback. Additionally, the type of assistance required is crucial. For instance, a technical issue might be better addressed by a specialized team, even if the customer’s preferred channel is email. 

With these insights, designing the routing becomes more straightforward, ensuring smooth transitions between channels. Ongoing feedback and data analysis help refine the effectiveness of the routing system, continuously improving the customer experience.

💡Contextual routing based on customer history

Contextual routing utilizes AI algorithms to analyze customer inquiries in real time, taking into account the nature of the query, customer preferences, agent availability, and skill level. The system evaluates the content and intent of each request to determine the most suitable agent or team for handling the issue. For example, technical problems are routed to agents with the relevant expertise. 

Additionally, customer history and preferences are considered to ensure a personalized experience, with requests being directed based on past interactions and current needs. The system also facilitates smooth transitions between agents or teams, eliminating the need for customers to repeat information. 

💡Priority routing for high-value customers

Priority routing ensures that customer interactions are directed based on specific criteria, allowing high-priority requests to receive prompt attention. To implement effective priority routing for chat, start by defining clear criteria, such as the urgency of the inquiry, customer status (e.g., VIP), or specific product or service needs. These criteria help shape a targeted routing strategy that meets diverse customer requirements.

Managing priority routing during peak times or high chat volumes can be challenging. Companies can improve efficiency by dynamically adjusting agent availability, using automated chatbots for routine questions, and employing intelligent chat queues that consider factors such as agent performance and current workload. This approach ensures that priority requests are handled effectively, even during busy periods.

To optimize priority routing, continuously monitor and evaluate performance metrics like response times, customer satisfaction, and agent workload. 

💡AI-powered predictive routing

Predictive routing utilizes AI technology to enhance customer interactions by anticipating needs and directing them to the most suitable resources. Unlike traditional systems that may only consider basic factors such as agent availability or skill sets, AI-powered predictive routing analyzes a range of variables, including a customer’s past behavior, product preferences, and real-time data. 

This approach allows the system to match customers with agents whose skills and personality traits are best suited to their needs, boosting the chances of resolving issues on the first contact. 

As new data and insights are continuously fed into the system, AI refines its predictions and adjusts routing strategies to balance agent workloads and adapt to evolving conditions. This results in a more efficient, personalized, and engaging customer service experience.

💡Load-balancing routing

Load-balancing routing helps manage customer interactions by distributing them evenly across multiple agents or teams, preventing any one resource from getting overwhelmed. The system keeps track of how busy each agent is, including their current workload and response times. 

When a new interaction comes in, it’s routed to the agent or team with the least amount of current work, ensuring that no one is overburdened while others are underused.

As interaction volumes change, the system adjusts in real time, rerouting requests as needed to balance the load and avoid delays. This dynamic adjustment keeps things running smoothly, reduces wait times, and helps maintain high service quality. 

With a fair distribution of work, agents can manage their tasks more effectively, leading to quicker responses and more reliable service for customers. Overall, load-balancing routing improves resource management and boosts customer satisfaction by ensuring everyone gets prompt and efficient support.

💡Language-based routing

Language-based routing is a strategy used to direct customer interactions to agents who speak the customer’s preferred language. This approach enhances communication and ensures that customers receive support in the language they are most comfortable with, improving overall satisfaction and efficiency.

The system first identifies the language preference of the customer, which can be determined through their initial choice in an IVR (Interactive Voice Response) system, or by analyzing the language used in their written communication. 

Once the preferred language is identified, the system routes the interaction to an agent who is fluent in that language. This ensures that language barriers do not hinder effective service delivery.

How to implement omnichannel routing

To build an effective omnichannel contact center, begin by assessing the various communication channels your customers use and prefer. 

This involves understanding their interactions on platforms such as social media, text messaging, live chat, and their reliance on self-service tools like chatbots and knowledge bases. 

With this understanding, you can select a cloud contact center platform that aligns with your needs and start crafting your omnichannel approach. Here’s how you can proceed: 

Step 1: Establish your communication channels  

Identify the key platforms for your customer interactions and ensure your business is active on these channels. For example, if your audience engages heavily on social media, set up and integrate your social media accounts into your contact center system to maintain effective communication.

Step 2: Manage workload and agent availability

Create rules to balance the workload among agents and manage their availability. Set limits on how many tasks an agent can handle at once and use a unified status system to adjust their availability across different channels from a single interface. Customize these statuses and automate updates based on activity to keep operations running smoothly.

Step 3: Develop routing rules  

Define how customer interactions are directed by setting up routing rules that use triggers, conditions, and actions. Choose a routing approach that suits your operations, whether it’s matching interactions to agents based on their expertise (skills-based routing) or distributing tasks evenly (rotary model).

Step 4: Implement self-service solutions  

Incorporate self-service tools such as chatbots, virtual assistants, and knowledge bases to handle frequent inquiries and issues. These tools should use natural language processing and AI to understand customer needs and either resolve queries or escalate them to live agents as necessary. 

Step 5: Monitor and optimize  

Regularly review performance metrics using analytics tools to track channel usage, response times, and overall efficiency. Use this data to refine your routing rules and capacity settings, making adjustments to improve service quality and customer satisfaction.

Leveraging an AI-driven contact center solution can significantly boost your omnichannel strategy. AI can process large volumes of interaction data in real time, predict customer needs, and match requests with the most appropriate agents based on their skills and history. This integration ensures that all communication channels—whether social media, text, or self-service—are managed efficiently, providing a cohesive and effective customer experience.

How Plivo CX can enhance omnichannel routing

Implementing omnichannel routing is a pivotal step toward modernizing your customer service operations. Plivo CX's advanced features can help you reach your customers and create an efficient service experience that aligns with consumer demands.

Whether your customers reach out via live chat, voice calls, SMS, email, or WhatsApp, Plivo CX ensures that every interaction is handled efficiently and effectively from a single interface. 

Plivo CX’s unified agent desktop allows your team to manage all these channels without juggling multiple tools, simplifying the process and improving response times. 

With AI-powered capabilities, including OpenAI-driven chatbots and voice bots, the tool automates routine inquiries, allowing your agents to focus on more complex issues. This not only reduces operational costs but also ensures that each customer interaction is handled promptly and accurately.

Plivo CX’s no-code workflow builder empowers you to create personalized customer journeys across all channels, tailoring each interaction to meet individual needs. The platform integrates smoothly with your existing technology stack, ensuring a seamless transition and uninterrupted service.

The platform’s AI engine optimizes customer support by identifying and prioritizing urgent tickets, and improving response times. It also ensures brand consistency by training AI agents to reflect your company's voice and policies. 

Furthermore, Plivo CX is built to enrich customer interactions with multimedia support, allowing seamless exchange of images, videos, audio, and documents. It also offers agent workflows with message templates and internal notes, facilitating efficient conversation transfers and task management. Agents can stay agile with instant updates to AI agents, effortlessly adapting to new product launches, promotions, or policy changes.

Moreover, advanced features like real-time metrics, historical reporting, and call barge-in tools provide deep insights into agent performance and customer interactions. 

Experience the power of streamlined, effective omnichannel routing with Plivo CX. Schedule a demo today to see how our platform can transform your customer service operations!

Many features in WhatsApp can help supercharge your messaging campaigns, but an often underutilized one is WhatsApp’s auto-reply tool. Available to businesses, auto reply can help improve customer satisfaction, reduce the number of support tickets, and boost your team’s productivity. Here’s how the feature works and how to use it for your company. 

What is WhatsApp auto reply?

WhatsApp auto-reply, a feature in the WhatsApp Business app, allows users to set automated responses to incoming messages. It ensures that customer inquiries are acknowledged even when you and your team cannot respond immediately. 

WhatsApp away messages are preset responses sent automatically to anyone who messages your WhatsApp Business account. This message ensures that no customers are unanswered, even if they ping you outside of normal business hours or when your team is at capacity handling other queries. 

How to enable WhatsApp away messages

Note that you’ll need a WhatsApp Business account to enable away messages — this feature is only available to those using the WhatsApp Business app. You will also need an active internet connection to set up auto responses. 

Once those prerequisites are squared away, follow these steps to set up a WhatsApp auto reply message. 

1. Open the WhatsApp Business app.
2. Tap Settings > Business Tools > Away Message.
3. Turn on Send away message.
4. Under Message, tap the message to edit it, then tap Save.
5. Tap Schedule to schedule your away message. Choose from the following options:

• Always send: send at all times.
• Custom schedule: send only during the specified period.
• Outside of business hours: send only outside of business hours.some text
  • Note: This option is only available if you have set your business hours in your business profile.

6. Tap Recipients to determine who should receive your away message. Choose from the following options:

• Everyone: send to anyone who messages you while you have the Away Message feature turned on.
• Everyone not in address book: send only to customers who aren't in your address book.
• Everyone except…: send to all customers except those you select.
• Only send to…: send only to selected contacts.

Meta will verify your message once you’ve saved it, but otherwise, that’s all you need to do to set up auto replies from your WhatsApp Business account. 

Use Plivo’s WhatsApp API to set auto replies

Plivo enables a more advanced version of auto-reply on WhatsApp, triggering responses based on specific user responses. Plivo’s Customer Service suite (CX) offers a no-code chatbot tool powered by ChatGPT. 

Plivo's AI chatbot offers self-service options, troubleshoots simple requests, and frees up your agents to tackle more complex issues. AI agents handle customer problems such as handling exchanges, updating and/or modifying information, and tracking orders to increase efficiency. When AI agents cannot resolve a customer's issue, they get the information your team needs to handle escalations effectively with notes and summaries.

For example, a WhatsApp user could ask your business’s chatbot for the balance in their bank account outside of normal business hours. The chatbot can verify their identity and share their information without needing one of your team members to log online and manually look up this information. It’s that simple. 

Why should you use auto reply in WhatsApp?

There are several benefits to setting up auto reply on WhatsApp — here are just a few. 

Ensure round-the-clock communication with clients and customers

Your company is always "available" with WhatsApp Business auto-replies. Whether a customer writes in at midnight, sends an early-morning request, or messages from a different time zone, they can always get a response.

Ease the workload for customer service teams

WhatsApp's auto reply tool reduces your team's workload by handling repetitive inquiries. The right autoresponder message unlocks self-service options for your customers, allowing your team to focus on more complex tasks without feeling overwhelmed.

Deliver immediate answers to common questions

If you're frequently answering the same questions, consider setting up an auto-reply chatbot on WhatsApp. It provides immediate answers to FAQs, saving everyone time.

Enhance trust through timely replies

A fast response — even if it's automated — shows customers they're valued. Write an away message that assures users of follow-up or directs them to your help documentation to foster trust and strengthen your brand's reputation. Consistent and well-crafted auto-replies reflect professionalism, helping to maintain a positive brand image.

What are the limitations of WhatsApp auto reply? 

While auto reply is a useful tool in your arsenal, there are some limitations to the away message feature in WhatsApp. 

Personalization options are basic

While the WhatsApp Business app allows for some customization of auto replies, these responses may not fully address more intricate or specialized customer queries. Your automated replies are just a stop-gap measure until your team is able to provide the detailed, tailored responses that some situations require. Likewise, auto replies can start to feel insulting if you use them too frequently. Aim for a balance between automated responses and direct human interaction to ensure customers feel valued.

Restricted scheduling flexibility

You can set up WhatsApp auto reply messages for specific time frames, but that’s about as far as the tool’s scheduling capability goes. For instances when adaptable scheduling might be necessary— such as during unplanned closures or emergencies—WhatsApp’s away message scheduling tools may not be flexible enough to accommodate last-minute changes.

Likewise, auto replies are simply pre-set messages; if they are not frequently updated or properly tailored to specific situations, they can confuse (and frustrate) your customers.

Lack of Advanced Functionalities

Basic auto reply can only take your business so far. The lack of more sophisticated options, such as AI-powered responses, limits the functionality of this tool. Likewise, WhatsApp Business offers limited data on the performance of auto-replies, making it difficult to analyze their effectiveness. Without detailed insights, optimizing your automated communication strategies may be challenging.

Next-level WhatsApp auto replies: Set up an AI chatbot

Plivo’s AI self-service chatbot is constantly accessible, compassionate, and reflects your brand — learning from your company’s knowledge base, policies, and brand guidelines. Speedy self-service options help customers get the answers they need instantly. Plus, the bot can route complicated requests to the right person for stress-free resolution. 

Plivo CX empowers your team to go beyond simple, automated away messages. With our service chatbot, you get a brand new team member that makes life easier for your human agents and your customers. Learn more: AI-Powered Self-Service Chatbot & 24/7 Support with Plivo CX.

With over 2.9 billion users worldwide, WhatsApp has become a pivotal business communication tool. However, engaging your audience on this competitive platform requires credibility.

The WhatsApp green tick verification signals that your business is verified and authentic, thereby building brand trust

This guide will walk you through the process of how to apply for WhatsApp green tick verification, its benefits, eligibility criteria, and essential steps to secure this recognition from WhatsApp.

What is the green tick on WhatsApp?

The WhatsApp green tick is an official verification badge that appears next to a business name, signifying that the business is recognized as legitimate by the platform.

This badge helps WhatsApp users identify verified profiles and ensure they engage with an authentic business.

Types of WhatsApp Business accounts

There are two types of WhatsApp Business accounts: regular (ideal for small-scale and proprietorship businesses) and official (ideal for large-scale businesses with a broad audience base).

Here’s a quick overview of these accounts:

Feature	Regular Account	Official Account
Account creation	Can be created on the Messaging app or by using the WhatsApp Business Platform (formerly known as the WhatsApp Business API)	May only be obtained through the WhatsApp Business Platform and Meta approval
Verification status	Can apply, but not guaranteed	Displays a green tick on WhatsApp chats, indicating official verification by WhatsApp
Business name display	The business name is only visible if the customer saves the number	The business name is displayed even if the customer hasn’t saved the number
Trust indicator	Customers see a business account, indicating a basic level of trust	Customers know they are engaging with a verified business, which is the highest indicator of trust
How it appears (Source)

Purpose of the WhatsApp green tick verification

Although the green tick on WhatsApp doesn’t offer features beyond those of a regular business account, it does enhance a brand’s credibility and visibility. Let’s discuss the benefits of the green tick and the challenges of getting it.

Eligibility criteria for obtaining the WhatsApp green tick

Here’s a concise list of what you need to clear WhatsApp’s green tick verification process. 

1. WhatsApp Business account: Your business must use the WhatsApp Business platform. Get assistance from a WhatsApp Solution Provider like Plivo.
2. 2-Step verification: Your WhatsApp account must have two-factor authentication (2FA) enabled for added security.
3. Strong reputation: Meta tends to verify well-known brands with strong reputations. Larger enterprises and businesses with significant customer followings on platforms like Facebook and Instagram have a better chance of being verified.
4. Registered business: Verification is reserved for registered businesses. Individuals, public figures, and influencers are not eligible for the green tick.
5. Tier 2 messaging level or above: Your WhatsApp channel should be at least a Tier 2 messaging level, meaning your outbound messaging limit is a maximum of 10,000 unique users in 24 hours. Leveling up can be quite difficult, but here are some tips to help:some text
   1. Maintain a high response rate by consistently responding to customer messages. Tools like Plivo’s no-code WhatsApp AI Chatbot can automate responses and help maintain efficiency in customer service.
   2. Stay compliant with WhatsApp’s guidelines. Avoid spamming customers with unsolicited or excessive promotional messages to prevent being blocked.
   3. Promote your WhatsApp presence through various channels and offer incentives to encourage customers to join your WhatsApp contact list. Plivo’s marketing automation tools can help you send personalized campaigns, with WhatsApp marketing automation being a soon-to-be-added feature.
   4. Use WhatsApp Business tools like messaging templates for standardized communications, such as order confirmations and shipping updates, to streamline your interactions.
   5. Track your messaging performance with WhatsApp Business insights to identify areas for improvement in response times, message volumes, and customer feedback.

5-step guide on how to get the WhatsApp green tick  

The WhatsApp green tick next to your display name not only symbolizes trust and authenticity but also helps your brand stand out. Plivo can help streamline the application process and give you the best chance of getting your green tick request approved. 

Here’s how to get a green tick on WhatsApp in five steps using Plivo.

1. Sign up for WhatsApp Business and connect with Plivo

Register for WhatsApp Business and set up your business account through a Business Solution Partner (BSP) like Plivo.

• Request a trial account if you don’t have an existing account.
• Once you’ve gained access to the WhatsApp Platform, create a WhatsApp Business Account (WABA) through Plivo’s console using Meta’s Embedded Signup flow.

• Register the business phone number you want to use on WhatsApp. You can rent a number from Plivo (available in specific countries) or use an existing number. If your number is registered with a different provider, you can migrate it to your new WABA with Plivo. Find more information on the migration process here.

For detailed guidelines, refer to Meta’s guidelines for business phone numbers.

Note: Ensure the registered number can receive a one-time password (OTP) via text or voice call.

• Set your WhatsApp display name and make sure it complies with Meta’s display name guidelines.
• Grant Plivo the necessary permissions to function as your WhatsApp solutions partner. Plivo will handle all payments for your WABA, ensuring you’re only billed through Plivo’s platform.

Note: Meta charges a fee per conversation based on the type, but with Plivo, you pay a single fee for any conversation, anywhere, with no extra charge for media messages. Plus, volume-based discounts offer significant savings. Check our pricing for more information.

2. Set up Meta Business Manager

You can get verified on Meta Business Manager with your BSP in a few steps:

• Your WABA will be displayed in your Plivo console once integration is successful. 

• Verify onboarding by navigating to your Meta Business Account, selecting your Meta account, and going to Business Settings. Click on WhatsApp Accounts and open the Partners tab. You should see Plivo listed as one of your partners.

• Next, click on the Settings tab within Meta Business Manager. You should see ‘PLIVO INC’ listed under the payment method, indicating that Plivo now manages your payments.

• Click on WhatsApp Manager to confirm that the onboarded phone number is connected. This step ensures that your WABA is properly linked and ready for use.

Now you can create and manage WhatsApp message templates to start sending messages through your verified WhatsApp account.

3. Enable two-step authentication

To add an extra layer of security to your WhatsApp Business API account, enable two-step verification (2FA). 

Register your phone number on WhatsApp with a unique six-digit PIN and turn on two-factor authentication in your Meta Business settings to complete this step.

4. Build a reputation for your brand

Meta tends to recognize companies that are frequently searched for and have a solid reputation. For this reason, not every business qualifies for the WhatsApp green tick badge. 

Aim for three to five media coverage links from reputable news outlets or magazines to increase your chances of being recognized as an official business account. But remember, Meta does not consider paid or promotional content as valid sources for evaluation. 

5. Apply for the WhatsApp green tick

You can apply for verification in two ways — through your Meta Business Manager or with a BSP like Plivo.

a) Meta Business Manager

If you prefer to handle the application process independently, follow these steps: 

• Go to Meta Business Manager and navigate to Business Settings > WhatsApp Accounts.
• Choose the account for which you’re applying for the green tick.
• Click Settings > Contact Support > Ask a Question > WABiz: Request Official Business Account Status.
• Submit the required documents and information, ensuring that two-factor authentication is enabled.

b) BSP

If you’re utilizing the WhatsApp Business Platform or an on-premises API, you may work with a BSP to streamline the verification process.

BSPs typically offer assistance with the application process, charging a fee. The procedure can vary depending on the BSP, so it’s advisable to contact your provider for specific details and associated costs. 

The BSP may either apply on your behalf or guide you through the application process. If a BSP applies for you, the approval process can take up to three weeks. 

Note: The final decision to award the WhatsApp green tick badge will be solely made by Meta. If you don’t get verified, you can reapply after 30 days.

Businesses that can’t apply for WhatsApp Business verification

WhatsApp does not allow certain types of businesses to use its Business Platform or obtain the verified tick. Businesses offering the following products or services cannot get clearance:

• Cryptocurrencies
• Gambling
• Tobacco
• Drugs
• Medical products
• Alcohol
• Adult products and services
• Weapons
• Dating services

Using WhatsApp APIs without a green tick

Even if your account doesn't have the green tick, you can still fully utilize the WhatsApp Business Platform’s robust features to engage with your customers. Additionally, with Plivo by your side, you can continue to:

1. Programmatically send WhatsApp messages to customers.
2. Use WhatsApp templates for automated messaging.
3. Automate your customer service with a no-code chatbot powered by ChatGPT.
4. Run personalized campaigns on WhatsApp with marketing automation.

Note: WhatsApp has transitioned from a green tick to a blue tick for verification, part of Meta's strategy to unify branding across Facebook, Instagram, and WhatsApp. Existing green tick holders will automatically transition to the blue tick without any action or additional fees. 

Conclusion 

Meta recently announced that it will be slowly rolling out a subscription service that allows businesses to pay for Meta Verification. Meta Verified will also offer account support, impersonation protection, and more. Until this feature is widely available, pursuing a WhatsApp check mark could be worth the effort. 

Securing a WhatsApp green tick for your business boosts your brand’s credibility, helping win customer trust and engagement. While the process may seem complex, following the steps outlined in this article should make it much more manageable.

Partnering with a reliable service provider like Plivo can simplify the entire process, from authentication to alerts and notifications, promotions, product updates, and customer support. Request a trial with Plivo and build a trusted and recognized brand on WhatsApp.

According to a 2023 study by Salesforce, 92% of customers are more likely to make repeat purchases after a positive customer service experience. Building an outstanding customer experience requires an omnichannel approach with careful attention to detail. Business phone numbers are one element of this strategy. A business phone number helps an organization convey professionalism, build trust, and communicate efficiently. 

Global VoIP services are set to grow from $158.72 billion in 2024 to $361.53 billion by 2031 at a CAGR of 12.5%. As more companies turn to technology to stay connected, business phone numbers are a fundamental part of this ecosystem. These numbers provide more than just a way to make and receive calls.

The right business phone number can streamline operations and strengthen your brand's presence.

In this guide, we’ll explore the different types of business phone numbers, their benefits, and how to choose the right one for your company. 

What is a business phone number?

A business phone number is a dedicated phone line used specifically for business purposes. It's often a separate line from your personal phone number, providing a professional and easily identifiable way for customers, clients, and partners to contact your business.

A business phone number lets you keep your personal number private, using a dedicated 10-digit number for all work-related communication. 

What is the difference between personal and business phone numbers?

Unlike personal numbers, a business phone number isn’t tied to any physical location, traditional landline telephone system, or device; it's typically part of cloud-based or Voice over Internet Protocol (VoIP) systems. It can be used across multiple devices and locations, and it comes with features designed to meet the demands of business communications, such as:

• Call forwarding
• Automated responses
• Integration with customer relationship management (CRM) systems

Phone numbers for businesses separate your professional and personal lives, making it easier to maintain a healthy work-life balance.

Types of business phone numbers

Each type of business phone number suits different needs. There are four main types of business phone numbers to choose from. 

Local (or fixed) numbers

Local or fixed numbers are associated with a specific geographic area or city, typically tied to a landline or fixed-location service. These numbers have area codes that identify them as belonging to a particular region, city, or country.

For example, phone numbers in the format +1 (212) xxx-xxx are Manhattan numbers, while +1 (917) xxx-xxx can be from anywhere in New York City.

Businesses often use these numbers to create a localized customer experience. These numbers are often competitively priced since you pay local rates when calling from within their designated region.

Local numbers can also be used with virtual phone systems, allowing businesses to manage calls from multiple locations through a central platform.

Toll-free numbers

Toll-free numbers, also known as freephone numbers, are designed so that the receiving party—the business—covers the cost of incoming calls, making it free for the caller.

In most countries, these numbers are identified by specific prefixes, such as 800, 888, 877, 866, 855, 844, or 833.

Businesses use toll-free numbers to give customers a free way to reach them. However, given their popularity, toll-free numbers tend to be more expensive, take more time than local numbers, and are harder to secure.

Note: Consider using toll-free numbers for marketing campaigns; they are easier to remember and can drive more calls and engagement.

Virtual business phone numbers

Virtual business phone numbers operate online and aren't tied to a specific phone line or physical location. This allows businesses to make and receive calls from anywhere using smartphones, laptops, or VoIP systems.

These numbers can be local, toll-free, or even international. They often include features such as call forwarding, voicemail, auto-attendants, and integration with other business tools.

Virtual phone numbers for businesses are popular for those that need flexibility, scalability, and the ability to manage calls from remote or distributed teams.

Note: Ensure prompt payment when you opt for virtual phone numbers; if not maintained with regular payments, they may be reassigned.

International business phone numbers

International business phone numbers help establish your presence in the global market. These numbers allow customers in different countries to contact a business without incurring international calling fees: calls are routed through a local number in the customer's country.

Depending on the region and your business needs, international phone numbers for business can be toll-free or geographic (numbers have an area code linked to a particular locality). They offer global reach without needing a physical office in each location.

Shortcode numbers

Shortcode numbers are short, easy-to-remember phone numbers typically consisting of five or six digits used primarily for SMS and MMS communications. They are ideal for marketing and promotional campaigns, allowing customers to easily interact with automated systems for information, voting, or promotions. Businesses use shortcode numbers to streamline communications and boost customer interaction.

Note: These numbers are highly effective for engaging customers and ensuring high campaign response rates.

Benefits of having a business phone number

A dedicated business telephone number presents several benefits, especially when integrated into a comprehensive business phone system. Let’s look at some of the key benefits below.

Build a strong brand image

Business phone numbers play a significant role in brand image and credibility. A dedicated business number signals that your company is established and reputable, reassuring customers that they’re dealing with a legitimate service.

Get better security and reliability

Business phone numbers can become targets for cybercriminals since they’re frequently used to transmit sensitive customer data.

But, as a result, most business phone number providers have high-level security and privacy measures in place to avoid cyberattacks, data theft, and unauthorized access. They usually hold necessary compliance certifications such as ISO 27001, PCI-DSS, and SOC, ensuring your business communications are secure and reliable.

Integrate with your CRM software

Integrating your business phone system with your CRM software connects your communication channels with customer data for a more comprehensive view of each interaction.

Employees can quickly access a caller’s purchase history, support tickets, and last customer service interaction to improve issue resolution or lead capture. It also enables you to prioritize high-value callers to improve acquisition and retention.

Better call management

Business phone numbers often come as part of a complete business phone system. These systems offer advanced features to enhance call management, including:

• Conferencing
• Recording
• Forwarding
• Transcription
• Playing music or a pre-recorded message while customers are on hold

These features enhance the customer experience and help the customer support team save time. For instance, a call transcription converts a customer’s speech into text, allowing agents to scan and reference conversations quickly. Call recording provides invaluable training materials, enabling supervisors to review calls and offer personalized feedback to improve staff performance.

How to choose the right business telephone number

Choosing the right phone number for your business depends on your requirements and the type of connection you want to establish with customers. Here are a few factors to consider.

Assess your business needs

Evaluate your business needs, customer base, and the kind of presence you wish to establish. The table below provides a handy shortcut to understand which type of number best suits your business. 

Consider long-term flexibility

Opt for a solution that meets your current needs and adapts to your business's growth. Make sure that the number you choose offers:

• Scalability: Choose numbers that can scale with business growth, allowing you to switch from local to toll-free or international as needed.
• Portability: Select numbers that can be retained if you decide to switch providers.

Budget for initial and ongoing costs

There are two types of costs associated with a business telephone number. Initial costs including setup fees, equipment costs, and purchasing specific numbers. Ongoing costs encompass monthly fees, per-minute charges, and additional features.

Consider these costs to budget effectively and avoid unexpected charges that could impact your business finances. 

Understand legal and compliance requirements

Every country follows certain rules and regulations that dictate the type of business number you can choose. Confirm that the provider you decide to work with  complies with:

• Privacy laws, including data protection and customer consent laws like the California Consumer Privacy Act (CCPA) and General Data Protection Regulation (GDPR).
• Industry-specific regulations like the Health Insurance Portability and Accountability Act (HIPAA) in healthcare and the Payment Card Industry Data Security Standard (PCI DSS) in financial services.
• Audit and documentation requirements: Does the provider maintain accurate records and regularly review them?

Set up a business telephone number in 3 steps with Plivo

Plivo provides a straightforward and efficient solution for acquiring and managing virtual numbers worldwide. With a robust CPaaS platform, your business can maximize customer engagement across various communication channels.

Plivo provides local, mobile, and toll-free numbers to enhance customer experience. 

Plivo ensures brand recognition, higher throughput and growth with mobile numbers, 10DLC (10-digit long code), short code for SMS and MMS. Also, with SPI forwarding or via responsible organizations (RespOrg) bring your own business numbers (voice) using existing phone numbers. Engineers can easily integrate Plivo with extensive documentation, SDKs, and support for various programming languages. 

Here’s how you can set up a business telephone number with Plivo in three simple steps:

1. Sign up with Plivo

Plivo offers a free trial account for you to test the platform and explore its features. If you’re already a Plivo user, log in.

2. Configure the number

Once logged in, go to your Plivo console and click “Buy Numbers.” Select the type of number you need—local, mobile, or toll-free—and choose the region it should represent.

For example, if you need a local virtual phone number for eastern Massachusetts, enter 508 as the local area code and hit “Search.” Plivo will then generate a list of available virtual phone numbers to rent. You can review the details of each number, including its support for voice, SMS, MMS, and monthly fees.

3. Set up call management features

The major benefit of using Plivo is the ability to customize settings according to your business needs.

You can set up call forwarding, call transfers, voicemail, and other features to ensure your virtual number works seamlessly.

Features of Plivo’s virtual business telephone number services

Listed below are features offered by Plivo to cater to your business needs:

• Number porting: Transfer or “port” existing phone numbers from one service provider to another without needing to change them.
• Automatic call recording: Record phone calls automatically for quality assurance, training, or legal compliance.
• Call forwarding: Redirect incoming calls to another number to ensure they are answered, even if the primary line is unavailable.
• Caller ID: Display the number (and sometimes the name) of the caller, letting recipients see who is calling before they answer.
• API verification: Use Plivo’s API to confirm user identities or validate phone numbers, often utilized for two-factor authentication (2FA) or account security.
• Number lookup: Retrieve detailed information about a phone number, including carrier, location, and type (mobile or landline), useful for segmentation and targeting.
• SMS API: Send and receive text messages programmatically via Plivo, supporting automated messaging, alerts, and notifications.
• Omnichannel contact center: Manage customer interactions across multiple channels like phone, SMS, email, social media from a unified platform to deliver consistent and efficient support.

How much do business phone numbers cost?

Plivo provides two flexible pricing models, you can either opt for competitive pay-as-you-go phone number pricing with add-on features included or an annual agreement with volume discounts, customized rates, and premium support for larger businesses as you scale. 

Review all of Plivo’s number pricing options here: Phone Number Pricing — Long Code, Toll-Free, Short Code

Conclusion

Getting a business phone number is a must for businesses of all sizes, given that it strengthens your brand image and provides credibility.

Whether you're a small business looking to establish a local presence, a growing enterprise expanding internationally, or a global company aiming to connect with more customers worldwide, the right business telephone number can make all the difference.

Request a trial with Plivo to set up and manage a business phone number with ease. With effective features like call management, CRM integration etc, Plivo offers everything you need to enhance customer interactions and support your business growth.

Interactive voice response (IVR) technology continues to be one of the best ways for companies to manage customer requests and provide great service in call centers. IVR handles twice as many customer interactions as live agents and five times as many text-based chats.

IVR systems can accelerate issue resolution, improve customer satisfaction scores, and reduce the workload of your contact center agents. It enables your team to focus more on high-priority calls and projects while doing the heavy lifting of meeting routine customer queries. 

However, old-school IVRs require a lot of effort to set up and don’t always offer the advanced features your customers need. The wrong IVR can lead to frustrated customers, higher costs, and poor performance. 

An IVR isn’t a silver-bullet solution for call centers: it takes the right IVR system for your business to fully benefit from this technology. 

Before we explore the best modern IVR systems, let’s dive into how an IVR system works, its benefits, and some best practices to set your call center up for success.

What is interactive voice response (IVR)?

Interactive voice response (IVR) is a technology that allows callers to interact with a computer-operated phone system through voice commands or keypad inputs. When a customer calls your company and is greeted by an automated system asking them to "press 1 for sales" or "say 'support' to speak with a representative," they’re engaging with an IVR system.

IVR is much more than just a series of automated prompts. It helps businesses streamline their customer service processes, allowing them to handle high volumes of calls efficiently while offering a personalized experience. Imagine IVR as the friendly gatekeeper who quickly directs you to the right department without the fuss—saving both time and effort.

How IVR systems work: at a glance

IVR systems use pre-recorded voice prompts and menus that enable callers to navigate options using their voice or the keypad on their phone. Here’s a simple breakdown of how it works:

• The caller initiates the call: When a customer calls the service number, the IVR system kicks in, greeting them with a welcome message.
• Menu navigation: The system then presents a menu of options. The caller selects their preferred option using voice commands or keypad inputs.
• Call routing: Based on the input, the IVR system routes the call to the appropriate department or provides the required information directly.
• Feedback loop: In some cases, the system might ask for feedback or offer additional services, creating a loop of continuous engagement.

4 key features of call center IVR solutions

An IVR system is loaded with features that make it indispensable for call centers. These are the four core IVR features that you should bear in mind while evaluating different providers. 

1. Call routing

IVRs automatically route calls to the appropriate department or agent based on the caller’s input. 

For example, in a bank's call center, customers who call to inquire about their account balances can be directed to the “Account Services” department. If they need assistance with a loan application, the IVR can route them to a “Loans Specialist.” 

This intelligent call routing ensures that customers are connected to the agent with the specific skills and knowledge to assist them, reducing call transfer rates and improving efficiency.

2. Speech recognition

This feature allows the IVR system to understand and process spoken words, making interactions more natural and user-friendly. 

For instance, in a healthcare setting, patients can simply say “appointment scheduling” to be directed to a scheduling assistant or “billing inquiry” to reach the billing department. 

This feature is particularly helpful for those who may find it difficult to navigate through complex keypad menus. Speech recognition can also handle regional accents and variations in speech, enhancing accessibility and convenience for a diverse customer base.

3. DTMF tones

Dual-tone multi-frequency (DTMF) tones are the sounds made when pressing keys on a phone, which the IVR uses to interpret user inputs. 

This feature is useful in retail businesses where customers might call in to check their order status. By using their keypad to enter their order number, customers can quickly receive an update about their shipment status. 

DTMF tones are also helpful in scenarios where speech recognition might not be effective, such as noisy environments or when dealing with sensitive information where the caller prefers not to speak aloud.

4. CRM integration

This feature allows the IVR system to seamlessly integrate with customer relationship management (CRM) systems. Agents can see relevant caller information before they even pick up the phone. 

For example, when a customer calls, the IVR can pull up their account details, including their service plan, previous interactions, and any open support tickets. 

This ensures that an agent is fully prepared to assist the customer, reducing the need for customers to repeat information and improving the overall customer experience.

5 benefits of IVR systems in contact centers

Here are five key benefits of an IVR system in a call center. 

1. Deliver a seamless customer experience: IVR systems allow customers to quickly access the information or department they need without waiting for a human agent. This level of self-service reduces frustration by providing a smoother, faster customer journey. 
2. Cost efficiency: By automating routine inquiries and tasks, IVR systems reduce the need for a large customer service team. This leads to significant cost savings in terms of staffing and training, allowing businesses to allocate resources more effectively. It's like having a virtual employee who works around the clock without breaks, holidays, or overtime.‍
3. 24/7 availability: IVR systems can operate around the clock, ensuring that customers can access support and information even outside regular business hours. This level of availability ensures no call goes unanswered. ‍
4. Efficient call routing: IVR systems can intelligently route calls based on the caller’s needs or preferences. IVRs minimize call transfers and reduce wait times, leading to more efficient call handling.‍
5. Data collection and analysis: IVR systems can collect valuable data on caller behavior, preferences, and call patterns. Analyze this data to identify trends, optimize IVR menus, and improve overall service delivery. 

5 use cases for IVR in a call center

Here are five ways to make the most of your IVR in a contact center. 

1. Use it as an auto-attendant

 An IVR system can act as a virtual receptionist, efficiently managing incoming calls and directing them to the appropriate departments or agents during business hours. 

For instance, when a customer calls a company, the IVR can provide a menu of options—press 1 for sales, press 2 for support, etc.—allowing the caller to quickly reach the desired department without the need for a human operator. 

Outside of business hours, the same IVR can seamlessly handle voicemail, ensuring no call goes unanswered and capturing messages for follow-up. This setup not only reduces the workload on live receptionists but also provides a consistent, professional touch, enhancing the customer experience by ensuring their needs are addressed promptly.

2. Facilitate call center routing

In a busy call center, managing a high volume of incoming calls efficiently is crucial. An IVR system can streamline this process by routing calls to the appropriate representatives based on user input. 

For example, a telecommunications company can use IVR to guide customers through troubleshooting steps for common issues. If the issue requires further assistance, the IVR can then transfer the call to a specialist, such as a technical support agent or a billing representative. 

This targeted approach ensures that customers are connected with the right agent faster, reducing wait times and improving overall satisfaction.

3. Support surveys, polling, and voting

IVR systems are not limited to inbound calls; they are also highly effective for outbound campaigns. Companies and organizations can use IVR to conduct automated surveys, collect customer satisfaction scores, or even perform political polling. 

For example, a retail business might use an IVR system to call customers after a purchase and ask them to rate their shopping experience. Similarly, a political organization could use IVR to conduct a quick poll on voter preferences or opinions on key issues. The automated nature of IVR surveys ensures consistent data collection and allows organizations to gather valuable feedback quickly and efficiently.

4. Send appointment reminders

Missed appointments can be costly for businesses, especially in healthcare, beauty, and other service-based industries. IVR systems can help minimize this issue by sending out automated reminders to customers ahead of their scheduled visits. 

For example, a dentist’s office might use an IVR system to call patients 48 hours before their appointment to confirm or reschedule if necessary. This not only reduces the number of no-shows but also improves customer communication and satisfaction by providing a convenient way for patients to manage their appointments without the need to speak directly with a staff member.

5. Manage lead assignment and routing 

For inbound sales calls, an IVR system can play a crucial role in qualifying leads and directing them to the appropriate sales representative. When a potential customer calls, the IVR can present a series of qualifying questions—such as asking about their specific needs, budget, or preferred products. 

Based on the customer’s responses, the IVR can then route the call to the most suitable sales agent who specializes in the relevant area. For example, a software company could use this approach to direct inquiries about enterprise solutions to a dedicated sales team that handles large accounts, while calls about individual licenses are routed to a different team. 

This targeted routing maximizes the efficiency of the sales process and ensures that potential customers are connected with the right expertise to meet their needs.

5 call center IVR best practices

1. Design simple and intuitive menu options

Keep IVR menus straightforward and easy to navigate. Too many choices can confuse and frustrate customers.  Limit the number of options per menu to no more than five, and use clear, concise language to describe each option. This helps customers quickly find the information they need without getting lost in a maze of options.

2. Provide an option to speak with a live agent

Always offer callers the option to speak with a live agent at any point during the IVR process. Providing an easy way to reach a live agent ensures that customers don’t feel trapped in the automated system and helps maintain a positive customer experience.

3. Regularly update and optimize the IVR system

Continuously review and update the IVR system based on customer feedback, call analytics, and changing business needs.  Refine menu options, update voice prompts, and remove outdated information to keep the system running smoothly. 

4. Use natural language and speech recognition effectively

Implement advanced speech recognition and natural language processing (NLP) technologies to make interactions more natural and user-friendly. Instead of forcing customers to navigate through rigid menu structures, allow them to state their needs in their own words. Ensure that the speech recognition software is accurate and capable of understanding a variety of accents and dialects, reducing errors and improving customer satisfaction.

5. Monitor performance with real-time analytics

Utilize real-time analytics to gain insights into customer behavior, call patterns, and system efficiency. This data can help identify bottlenecks, frequently accessed options, or points where customers tend to drop off. Analyzing this information allows call centers to make data-driven decisions to enhance the IVR experience.

3 IVR challenges and considerations

Limited customization and flexibility with the wrong IVR solution provider

Not all IVR systems are created equal. The wrong provider can be like trying to fit a square peg into a round hole. Imagine investing in an IVR solution that can't sync up with your CRM or doesn’t support multiple languages your customers speak. 

Customers feel the pain, too—they’re left without personalized support and may have to repeat themselves multiple times just to get a simple request through. 

Complex and confusing menu options

When customers are bombarded with long, complicated menus or forced to navigate endless layers just to get a simple answer, they’re likely to hang up in frustration. This not only leads to a negative customer experience but can also harm your brand’s reputation. 

Keep menus straightforward and intuitive. Help customers get to where they want to go without feeling like they're lost in a maze.

Poor speech recognition and understanding:

If your IVR can’t handle different accents, dialects, or background noise, customers are left repeating themselves. Irritated customers aren’t the only risk: your call center's efficiency takes a hit, too. 

Investing in advanced, accurate speech recognition is crucial to ensure a smooth experience and happy customers.

Get started with the right IVR solution for your business

Plivo’s Voice API puts you in control of your IVR system, helping you deliver exceptional customer experiences while cutting down on operational costs. With coverage in over 220 countries and territories, seven global points of presence, and a rock-solid 99.99% uptime SLA, Plivo is a go-to choice for businesses looking to streamline their communication. Here’s what sets Plivo apart:

• User-friendly design: Plivo’s APIs and XML make it easy to set up and manage custom IVR flows. You can build complex, multi-step customer interactions without needing a deep technical background.
• Versatile interaction options: With support for both voice inputs and DTMF (keypad) responses, Plivo allows customers to interact with your IVR in the way that suits them best.
• Outbound IVR functionality: Plivo makes it easy to create tailored IVR menus for outbound calls — perfect for things like customer surveys, appointment reminders, or voting campaigns.
• Built for scale: Plivo’s platform is designed to handle large call volumes smoothly. Its global reach and high availability mean your IVR system can scale as your business grows, without missing a beat.
• Top-notch security: Plivo offers secure cloud communication services that comply with major industry standards, including PCI DSS, GDPR, and HIPAA. This means your customer data is handled securely, building trust and ensuring compliance.

For developers, integrating automatic speech recognition (ASR) is a breeze, ensuring your system is responsive to customers, no matter how they choose to connect.

Setting up an IVR with Plivo is a straightforward process. Simply configure a Plivo number to interface with your web application, allowing you to deliver a menu and direct calls based on customer input. For step-by-step instructions, check out Plivo’s product documentation.

Start your free trial with Plivo today.