Passwords have been the default security tool for years. But here’s the problem: they’re not enough anymore.

In 2021, 85% of data breaches happened because of phishing or stolen passwords.

The lesson? If you’re only using passwords, you’re leaving the door wide open for attackers.

That’s why two-factor authentication (2FA) and multi-factor authentication (MFA) exist. These tools add extra layers of security. In fact, studies show 2FA stops 96% of bulk phishing attacks, whereas MFA is capable of blocking 99.9% of automated account breaches.

But not every business needs the same level of protection. A small online store won’t need the same setup as a hospital handling patient records.

This article breaks down how 2FA and MFA work, where they fit in 2025, and how to choose the right approach for your needs.

What are 2FA and MFA?

You’ve probably come across 2FA and MFA when setting up security for your accounts. They both add extra protection, but what exactly do they mean? Let’s break them down and see how they work.

2FA: Two steps, stronger security

2FA does exactly what the name says: it adds two steps to verify your identity. Here’s how it works:

1. Step 1: You enter your password (something you know).
2. Step 2: You provide a second proof, like a one-time code sent via SMS or email (something you have).

For example, when you log into your bank account, you might type your password and then get a text message with a 6-digit code. Without that code, hackers can’t access your account — even if they steal your password.

2FA isn’t bulletproof, but it’s a massive upgrade over passwords alone. It’s like adding a deadbolt to a door: not impossible to break, but way harder for intruders.

MFA: More layers, more security

MFA takes the idea further. Instead of just two steps, it uses two or more different types of verification. These fall into three categories:

• Something you know (password, PIN).
• Something you have (phone, hardware token).
• Something you are (fingerprint, face scan).

For instance, logging into a corporate system might require:

1. A password (something you know),
2. A fingerprint scan (something you are),
3. And a code from a physical security key (something you have).

MFA’s flexibility makes it ideal for high-risk scenarios. Banks, healthcare systems, and government agencies use it because it’s tough for attackers to bypass multiple layers.

2FA vs. MFA: Which one do you need?

Understanding when 2FA and MFA work best and where they might fall short sets the stage for understanding which method fits into your security plan.

Let's see how these authentication methods shine in various scenarios.

When 2FA shines

2FA isn’t a one-size-fits-all solution, but in the right situations, it’s a game-changer. Let’s break down where it adds the most value:

Low-risk applications

For platforms that don’t handle highly sensitive data (think streaming services, newsletters, or forums), 2FA strikes a perfect balance.

It adds an important layer of security without overwhelming users. For example, a fitness app storing workout logs might use 2FA to protect user accounts but skip more complex MFA setups.

Customer-facing workflows

E-commerce sites, travel booking platforms, and subscription services benefit from 2FA because it secures transactions without disrupting the user experience.

Imagine a customer checking out on an online store: a quick SMS code or email OTP keeps their payment details safe without adding friction.

Challenges with 2FA

While 2FA is effective, it’s not flawless. Here are the hurdles businesses often face:

Implementation costs

Smaller businesses might struggle with the upfront costs of SMS gateways, authenticator apps, or API integrations. Maintenance also adds up — monitoring delivery rates, handling failed OTPs, and updating systems as threats evolve.

User resistance

Even a few extra seconds during login can frustrate users.

For example, if a verification code takes too long to arrive, customers might abandon a signup flow. Worse, some users may disable 2FA altogether if the process feels overly difficult.

Device dependency risks

If a user loses their phone or can’t access their email, account recovery becomes a headache. 

Support teams often field urgent requests like, “I changed my number, how do I log in now?” Without backup options (like backup codes or alternate verification methods), businesses risk locking out legitimate users.

Security gaps in SMS-based 2FA

SMS codes, while convenient, are vulnerable to SIM-swapping attacks or phishing. If a hacker hijacks a user’s phone number, they can intercept OTPs and bypass 2FA.

This is why industries like banking are moving toward app-based authenticators or hardware keys.

Accessibility issues

Not all users have smartphones or reliable internet. Relying solely on SMS or authenticator apps can exclude people in areas with poor connectivity or those using older devices.

Best practices for effective 2FA

To overcome these challenges, businesses need a strategic approach. Here’s how to make 2FA work for you, not against you:

Prioritize user education

Explain why 2FA matters. A short tutorial during signup (“This keeps your account safe from hackers”) or a friendly email reminder (“Your OTP is on the way!”) can reduce resistance. 

Transparency builds trust — users are more likely to comply if they understand the benefits.

Simplify the login experience

Simplifying the login process starts with small changes that make a big difference.

For example, let users sign in with their email address instead of forcing them to remember a complicated username. Since everyone already knows their email, this cuts down on forgotten login details.

Next, avoid overwhelming users with strict password rules. Yes, strong passwords matter, but forcing a reset every 30 days? That’s a recipe for frustration.

Pair 2FA with simple password guidelines (like a minimum length) to keep accounts secure without annoying users.

Offer multiple verification options

Not everyone wants SMS. Provide alternatives like:

• Email OTPs (for users without smartphones).
• Authenticator apps (like Google Authenticator for tech-savvy users).
• Backup codes (for emergencies when devices are lost).

Plan for account recovery

Don’t wait for lockout panics. Offer:

• Backup codes: Let users download or print them during setup.
• Alternate contact methods: Allow users to add a backup email or security questions.
• 24/7 support: Ensure users can quickly reach help if they’re stuck.

Balance security and convenience

For low-risk apps, allow users to “trust this device” for 30 days. This way, they only need to complete 2FA once per month on their personal devices.

How Plivo simplifies secure 2FA

Plivo helps businesses stop hackers in their tracks without adding friction for users. It combines strong security with seamless logins because staying protected shouldn’t be a hassle.

Here’s how.

Boost conversions with reliable OTP delivery

2FA only works if users actually get their codes. Plivo sends SMS and voice OTPs in under three seconds, so customers aren’t left waiting.

Here’s how it keeps things fast and secure:

• Automatically flags invalid or fake phone numbers.
• Routes messages through the fastest carrier to avoid delays.
• Sends millions of codes without slowdowns.

The result? Fewer abandoned carts, smoother sign-ups, and happier users.

Cut errors and fraud with phone number lookup

Plivo’s Lookup API does the detective work for you. It checks any phone number worldwide to spot:

• Fake numbers: Block accounts using disposable or invalid numbers.
• High-risk countries: Flag numbers from regions prone to fraud.
• Carrier details: Avoid sending codes to landlines (which can’t get SMS).

And the best part? It works in the background — no extra forms or user input needed.

Pricing starts at $0.004 per check, with bulk discounts for heavy users.

Save money with fewer failed messages

Plivo sends texts and calls directly to users — no detours, no middlemen. This “one-hop” system means:

• No extra fees: You’re not paying for undelivered messages.
• No delays: Codes arrive fast, every time.
• No surprises: Predictable pricing, even at high volumes.

For businesses, that means lower costs and fewer support tickets about “missing codes.”

Fraud protection built right in

Plivo also helps by:

• Blocking risky countries: Turn off SMS/calls to regions you don’t serve.
• Stopping premium number scams: Block calls to high-cost numbers hackers use to steal money.
• Giving pattern-based alerts: Get alerts if delivery rates suddenly drop (a sign of fake numbers).

When to consider MFA

Some logins are routine, while others protect something far more valuable. MFA isn’t always necessary, but in certain situations, it can be a smart safeguard. Here’s when it makes sense to use it.

Regulated industries

Financial institutions, healthcare providers, and government agencies often need to comply with strict requirements, mandating advanced security measures.

Critical systems

MFA is essential when securing servers, databases, admin panels, or tools that store intellectual property, customer data, or financial records. A breach in these systems can lead to significant financial and reputational harm.

Challenges with MFA

Implementing MFA comes with hurdles that require proactive management:

Device limitations

Older smartphones, legacy systems, or devices without biometric sensors (e.g., fingerprint scanners) may not support modern MFA methods like app-based authenticators or hardware tokens. Employees using unsupported devices risk being locked out.

Complex setup processes

Users often struggle with configuring MFA tools, especially without clear, role-specific guides. For example, setting up a YubiKey on a macOS device requires different steps than on Windows, and unclear instructions may lead to errors or abandonment.

Low user adoption

Without training, employees may view MFA as an inconvenience. Remote workers, in particular, might avoid using unfamiliar tools like biometrics or security keys if they lack guidance.

Security workarounds

Frustrated users may share passwords, reuse weak credentials, or disable MFA entirely to speed up logins — defeating the purpose of enhanced security.

Inconsistent user experience

Poorly integrated MFA solutions can disrupt workflows.

For example, requiring a hardware token, password, and SMS code for routine tasks slows productivity and fuels resentment.

Best practices for effective MFA

To tackle these challenges, businesses need a clear strategy. Here’s how to make MFA work in your favor:

Provide multiple authentication options

It’s important to offer a variety of authentication methods because not everyone uses the same devices or has the same tech skills.

Support diverse user needs and devices by offering:

• SMS/email OTPs: For employees with basic mobile phones or limited tech access.
• Authenticator apps: For users comfortable with smartphones.
• Biometrics: Fingerprint or facial recognition for modern devices.
• Hardware tokens: Physical keys for high-risk roles like system admins.

Implement role-based training programs

Training isn’t one-size-fits-all. Different teams have different needs, so your training should reflect that.

IT teams, for example, need detailed guides for setting up hardware tokens on different operating systems, like “How to Configure YubiKey on Windows 11.” Field employees, who might not have time for lengthy tutorials, benefit from short video demos showing how to approve logins via SMS or authenticator apps.

Executives, who often switch devices or travel, need personalized 1:1 sessions to make MFA setup hassle-free.

Enforce organization-wide MFA policies

If MFA is optional, attackers will target the weakest link. That’s why it should be enforced for everyone — employees, contractors, freelancers, and even legacy systems. Granting temporary access to third parties? They should use MFA too.

Outdated tools that don’t support MFA? Update or replace them. Regular audits help ensure no one is bypassing the rules.

Deploy adaptive MFA

Not every login needs the same level of security. Adaptive MFA adjusts based on the risk level of the situation.

For routine tasks, like checking email from a trusted device, a password and SMS code are enough. But for high-risk scenarios like logging in from a new country or accessing financial systems, additional checks, such as biometrics or hardware tokens, kick in.

Integrate MFA with single sign-on

Integrating MFA with single sign-on (SSO) enhances security without adding extra steps for users.

With SSO, they authenticate once using MFA and gain access to multiple systems without needing to log in repeatedly. This not only strengthens protection but also improves the user experience by reducing login fatigue.

Trends shaping authentication in 2025

As we move further into the digital world, the way we verify our identities is changing quickly. By 2025, new trends will change how people and companies confirm who they are and keep their information secure.

Here’s a look at the most important trends in authentication for 2025:

Passwordless authentication is on rise

Passwordless methods, like scanning your fingerprint, are faster and easier. Imagine logging into your account with a quick face scan instead of typing out a long password.

It’s not just convenient — it’s what people want. In fact, 52% of consumers prefer biometrics over traditional authentication methods. It’s no surprise this trend is picking up speed.

Businesses have also realized they need something better.

Already, 33% of IT departments globally are using passwordless authentication, and over one-third of companies are planning to adopt it in the near future. That’s a clear sign that companies see this as the future of security.

Plus, enterprises are already leading the way. For example, Microsoft reported 2 million monthly passwordless sign-ins through Windows Hello in early 2023. When tech giants like Microsoft push passwordless options, it’s a signal to everyone else: this is the direction we’re heading.

AI threats demand smarter defenses

AI-generated deepfakes are already posing serious security risks, and the problem is only growing.

By 2026, experts predict that 30% of businesses will no longer trust traditional identity verification methods due to the rise of AI-driven fraud. This is especially concerning for systems that rely on facial recognition or voice authentication, as deepfakes allow attackers to impersonate individuals and bypass security measures.

Financial institutions are particularly vulnerable — fraudulent identities can erode trust and compromise sensitive transactions. To counter this, businesses must adopt AI-powered tools capable of detecting deepfakes in real-time before they cause damage.

Beyond security, deepfakes also raise legal and ethical concerns.

As AI-generated content becomes more sophisticated, the reliability of biometric data declines, prompting discussions about data collection, storage, and privacy. Regulations similar to the General Data Protection Regulation (EU) (GDPR) may emerge to address these risks, ensuring stricter safeguards for personal information and reducing the potential for misuse.

Behavioural biometrics

What if your identity wasn’t based on a password you could forget or a fingerprint that could be faked, but on something uniquely yours — your online behavior?

That’s what behavioral biometrics is all about. It tracks how fast you type, the way you move your mouse, or even how you swipe on your phone to figure out if it’s really you.

This trend is picking up steam because it’s tough for hackers to mimic these unique habits, making it a powerful way to keep your digital life secure. Why is this so important?

Well, businesses and banks are jumping on board to protect millions of users. Take the Royal Bank of Scotland, for example. They’re using it to safeguard 18.7 million accounts by analyzing how people type and swipe.

It’s not just banks either; schools are using it to stop cheating in online exams by watching how students interact with their devices. The numbers back this up too — the market for this tech is projected to climb to $9.92 billion by 2030.

Decentralized identity

Picture this: instead of tech giants or governments holding all your personal info, you keep it in a secure digital wallet on your phone. That's a decentralized identity in a nutshell. So, why is this trend blowing up, and why should you care?

The rise is driven by a few key shifts. For one, cyberattacks are out of control. This makes those old-school, centralized databases look like easy targets.

People are also fed up with having no say over their data; they want to decide who sees what. Plus, new tech like blockchain is making this whole idea work better than ever. It’s no wonder the decentralized identity market is expected to jump from $156.8 million in 2021 to a massive $77.8 billion by 2031 — that’s serious growth.

With decentralized identity, you only share what’s needed, keeping your information safer. It also saves time (faster logins or ID checks) and works everywhere, from banks to online services.

Take the European Union’s EUDI Wallet: it’s already helping people access their data across borders without the hassle.

Future-proof your security strategy with Plivo

Whether you're protecting internal systems or customer data, understanding MFA vs. 2FA is important for your business. 2FA requires users to prove their identity in two simple ways. MFA takes it a step further by adding extra layers of verification for even stronger protection.

Using 2FA along with additional security checks gives you the best of both worlds: ease of use and solid security. Providers like Plivo simplify the process of setting up and integrating these tools, so you can protect your data without making things complicated for your users.

Contact us today to learn how our solutions can help secure your business.

McKinsey research shows that customer care leaders are shifting their focus across new themes.

They're moving beyond just customer experience to balance it with revenue targets and tech upgrades. At the same time, many are building future-proof, AI-enabled operational frameworks. Alongside these shifts, they’re investing in employee upskilling and deeper outsourcing collaborations.

This three-dimensional approach — customer satisfaction, profit contribution, and technological advancement — defines modern call center optimization.

That second one — AI-enabled operations is especially telling. It reflects a shift from reactive support to proactive, tech-driven efficiency.

This blog post outlines effective call center efficiency strategies, AI-aligned ideas, and key metrics to track, maximizing benefits from these advancements.

What is call center optimization beyond all the buzzwords?

Call center optimization is the strategic process of improving operational efficiency, agent productivity, and customer experience. It focuses on workflow refinement while reducing costs and enhancing service quality across all customer touchpoints.

While tracking metrics is a standard practice, effective optimization uses these metrics to boost profit margins, creating sustainable solutions rather than quick fixes.

Here are the four critical areas that call center optimization targets to deliver long-term business impact:

1. Agent performance: When you monitor and optimize agent performance, you’ll know which agents need product knowledge, soft skills development, or better tools to succeed.
2. Technology integrations: Proper tool integrations prevent data siloes, reduce repetitive tasks, and ensure your agents have complete information.
3. Customer satisfaction: Optimization ensures proper routing, agent training, and process simplification — the three key support aspects that enhance the customer experience.
4. Workforce management: Smart call centers use real-time data to match staffing with demand, improving coverage and efficiency.

The relation between call center optimization and your customer experience

Your key market differentiator is a top-notch customer experience, but the catch is to offer that without burning out your agents. Call center optimization creates a win-win by acing both. Let’s see how.

Streamlined call routing

Customers value speed above almost all other service factors. Each transfer or minute on hold ruins their perception of your brand.

AI-powered call routing optimization, like ticket classification and automatic routing, immediately connects callers to the right agent, saving agents up to 1.2 hours per day. This improves first call resolution rates and reduces abandonment.

Tailored customer service

Customers want personalized support, and 76% become frustrated when they don’t receive it. AI-powered call center solutions put customer data at agents' fingertips.

The solutions give your customer service representatives access to information like customer history, purchase patterns, and preferences on a single screen. This makes personalization possible even during high-volume periods.

Consistent service quality (across all channels)

Your customers switch between voice calls, email, chat, and social media to resolve the same issue; in fact, 37% use more than two channels. When you optimize for omnichannel support, customers receive the same accurate information, regardless of how or where they contact you.

Trained agents for proactive care

A survey found that 83% of consumers want companies to self-diagnose issues and contact them proactively before they have to reach out. 

With call center analytics and optimization insights, your agents can anticipate customer needs (say, customers at risk of churn), like sending reminders or addressing common issues via self-service.

First, assess your call center’s current state

Before you can improve your call center, you need a clear picture of your operation’s pulse. Tracking these metrics reveals strengths, exposes weaknesses, and sets a baseline for progress.

First call resolution (FCR) rate

How often do your agents solve issues on the first try? FCR matters because customers hate repeating themselves. A strong FCR rate (70-80%) cuts follow-ups, saves time, and keeps customers happy.

Check this by tracking resolved calls against the total first contacts over a week. Low numbers mean your agents might need better tools or training.

Average handling time (AHT)

This is the clock on each call — start to finish, including hold time and wrap-up. AHT averages 6 minutes and 10 seconds industry-wide, but shorter isn’t always better.

For example, a low AHT might indicate quick resolutions, but if paired with a low CSAT, it could suggest rushed interactions. Measure it daily to spot patterns (say, longer calls during peak hours) and adjust staffing or scripts accordingly.

Customer satisfaction score (CSAT)

CSAT, gathered from post-call surveys (typically on a 1-5 scale), tells you if your customers are walking away pleased. If your scores dip, learn why.

Generic post-call surveys (How satisfied are you?) often miss the point. Ask specific questions: Did the agent resolve your issue? Or were you transferred unnecessarily?

Schedule adherence

It’s the percentage of time call center agents are available to handle calls compared to their scheduled work time, accounting for breaks and other non-call activities. Low adherence means missed calls and frustrated customers.

So, track it weekly to catch chronic no-shows or overstaffing.

Call abandonment rate

This is the percentage of callers who hang up before speaking to an agent. A high rate can signal long waits or routing problems, which explains why they leave. Implement callbacks or improved interactive voice response (IVR) systems to reduce call center wait times and retain customers.

Net promoter score (NPS)

NPS measures customer loyalty by asking how likely customers are to recommend the company to others, typically on a 0-10 scale, with promoters (9-10), passives (7-8), and detractors (0-6). It’s a strong indicator of overall satisfaction and can predict business growth through word-of-mouth.

Start here. Measure these metrics now, and you’ll know exactly where to push harder.

Now, let’s begin optimizing your call center

You’ve assessed your call center’s current performance, and it’s time to improve it. Optimizing customer support centers is about smart, practical moves that deliver results.

Here’s how to get it done, step by step.

Step #1: Evaluate and establish technology integrations

To optimize your call center, start by equipping agents with tools that make their jobs easier.

Customer relationship management (CRM) software, smart call routing, and a unified desktop put everything agents need in one spot. Also, 81% of customers prefer self-service options for simple queries.

These tools can slash manual work and let your agents focus on what matters: solving problems. AI-driven customer service solutions help do that through specific functions, such as:

• Behavioral routing connects customers with agents who match both personality and skill requirements.
• Speech analytics shows agents real-time customer emotions, improving response appropriateness.
• Chatbots handle routine questions while collecting valuable CRM data (80% of consumers report positive or neutral chatbot experiences).

Plivo reduces live agent needs by 50% with Chatbots powered by OpenAI. The AI Self-Service Chatbot resolves queries instantly and handles tasks like exchanges and order tracking 24/7.

Integrated with your CRM system and knowledge base, it ensures brand-aligned responses. Escalate complex issues to agents via a unified desktop managing LiveChat, SMS, WhatsApp, and more for efficient, omnichannel support.

Step #2: Implement predictive analytics for proactive care

Predictive analytics help you stay ahead of the curve through smarter planning. It lets you dig into past data like call volumes, busy hours, and even seasonal spikes to present forecasts that let you staff right.

No more overworked agents or idle hands — analytics also guide staff schedules, meaning you’re ready for that holiday rush or surprise campaign surge.

You can also spot customer patterns, such as who’s likely to call about billing, prep agents with answers, and cut handle times.

Plivo’s Proactive Service anticipates customer needs, slashing inbound support with automated workflows triggered via API. Deliver answers before questions arise through SMS (98% open rate) and seamless live-agent handoffs, creating loyal customers.

Step #3: Use metrics and reporting to make decisions

Metrics and real-time reports show you what’s working and what’s not. Tracking key stats like average handle time, FCR, and customer satisfaction in real time helps you spot issues quickly.

With these insights, you can create targeted knowledge base articles and training for those issues.

But reporting has evolved. Traditional reporting looks backward at problems that have already affected customers. Today’s AI-powered monitoring catches issues as they form. Your agents fix these issues before most customers experience them, with 92% of CRM leaders saying their customer response times have improved.

Plivo’s Metrics & Reporting supercharges your call center decisions. Monitor queues, operations, and agent performance with real-time dashboards. Dive into historical reports for deep insights to improve your agent coaching.

Step #4: Train your agents with updated information

Agents aren’t mind readers. When they lack the tools and training they need, they struggle to perform their daily chores, leading to burnout.

Turnover is brutal, too: It takes three to four times an employee’s salary to replace them. So invest in their upskilling and see consistent results.

Hit them with fresh product details and customer insights (think role-plays on new features or breakdowns of common complaints). Equip them with cheat sheets updated monthly, not yearly. Skilled agents mean faster fixes and happier callers every time.

Apart from offering live metrics and historical insights, Plivo lets you access tools like call recording, barge, whisper, and CSAT collection to support targeted training and boost loyalty and call center performance. Your agents can also have a custom knowledge base that is fully integrated with the business systems.

Step #5: Create feedback loops (from agents and customers)

Who better than your agents to know what's broken in your call center before your metrics show it? They hear customer frustrations directly, experience system limitations daily, and develop workarounds for inefficient processes.

Your agent feedback loops require:

• Weekly team huddles where agents share recurring customer pain points.
• Anonymous suggestion systems for process improvements.
• Post-call surveys asking specific questions about tool effectiveness.

Customer feedback needs similar attention. In fact, 31% of customer service leaders analyze customer feedback as their strategy for providing excellent experiences.

An effective customer feedback loop should include:

• Targeted post-call surveys: Ask specific questions to understand the customer’s experience, not just general satisfaction.
• Call transcript analysis: Identify patterns, recurring complaints, and common friction points.
• Thematic tagging: Organize feedback into themes to highlight the most critical issues.
• Prioritized action: Focus on changes that address high-impact problems or recurring concerns.
• Transparent follow-up: Let customers know what was improved based on their feedback to build trust and show accountability.
• Continuous refinement: Keep the loop active by regularly reviewing feedback and adjusting processes or tools accordingly.

The power of AI in successful call center optimization

AI is changing how call centers operate, making them faster and more responsive. The global call center AI market hit $2 billion in 2024 and is set to grow at 23.8% yearly through 2030.

Experts at Gartner forecast that by 2025, 80% of customer service teams will use generative AI to boost agent efficiency and improve customer experiences.

Lately, industry buzz has highlighted AI’s growing role in streamlining operations. Many are eyeing automated solutions to handle routine tasks while keeping skilled agents for tough challenges.

Here’s how AI delivers value:

• Faster call wrap-ups: AI handles the grunt work of summarizing calls. It pulls key details (like complaints or follow-ups) from recordings and turns those talks into text transcripts. This cuts agent wrap-up time, with summaries and transcripts auto-added to customer records, saving effort.
• Smarter live chat: AI agents now handle chats with ease, tackling both simple and complex queries. Unlike basic bots, these agents act autonomously, offering 24/7 support, answering questions, and even scheduling meetings without human intervention.
• Better quality checks: AI-powered quality assurance tracks every interaction, spotting issues fast. It helps call center managers update processes and improve service without manual reviews, ensuring consistent quality.
• Conversational IVR: Forget rigid phone menus. AI-driven IVR uses natural language processing (NLP) to let callers explain issues in their own words. It routes calls or solves problems directly, making the experience smoother.

Implement your AI-powered contact center with Plivo

Plivo CX offers a full-featured, omnichannel solution with top-notch security to move your call center operations to the cloud.

The service packs everything you need: a single dashboard for managing omnichannel tasks, OpenAI-built self-service chatbots, a no-code workflow builder, and real-time reporting.

Plivo CX brings:

• A Unified Agent Desktop to manage calls, chats, and emails, cutting the hassle of switching channels.
• Chatbots are trained on your data to handle simple issues, leaving agents for tough cases.
• Analytics to read customer emotions in real time, helping agents respond better.
• Integration with your CRM, enterprise resource planning (ERP), or helpdesk software for a complete customer view.
• A drag-and-drop workflow builder to craft custom communication flows across channels.
• Smart routing to send queries to the right call center team, speeding up resolutions.

Plus, you can train the chatbots with your own data for spot-on answers. Contact us to book a demo today.

But don’t just take our word for it.

Businesses across industries are seeing improvements after implementing Plivo's solutions. Here’s what Scott Rosen, President and CEO of MDabroad, has to say about us:

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Are you an e-commerce business owner watching your support team drown in repetitive questions? Frustrated by customers abandoning carts because they couldn't get help fast enough? 

These pain points aren't just annoying—they're costing you revenue and growth opportunities every day.

However, custom AI agents are the breakthrough solution you've been searching for.

They constantly learn from your data, adjust to your tone, and respond like someone who knows your brand inside out. This makes every interaction feel personal, fast, and relevant. 

In this blog, we introduce you to custom AI agents, their benefits, types, and how they operate. We’ll also discuss how e-commerce businesses use custom AI agents for support with real-life AI agent use cases, recommendations, and engagement, and how you can do the same.

What are custom AI agents?

Custom AI agents are independent AI systems that utilize machine learning and natural language processing to interact with customers, process critical information, and perform specific tasks. 

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Typically, they are more effective than pre-built solutions as they can adapt to a business’s unique needs, offering more personalized and efficient support.

Benefits of custom AI agents in customer service 

As more e-commerce businesses look to personalize and scale their customer experience, custom AI agents are proving to be a smart investment. Here are some interesting findings:

• According to Gartner, by 2025, AI and automated systems are expected to handle 75% of all customer service interactions.
• It also predicts that by 2027, chatbots will become the primary customer service channel for approximately 25% of companies.
• At the same time, in McKinsey’s March 2025 Global AI Survey, 78% of respondents report using AI in at least one business function—up from 55% a year earlier. 

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Let’s go over some of the benefits of custom AI agents for your business:

Hyper-personalization at scale

Comvia’s research states that 56% of companies struggle to deliver real-time personalization, often due to disconnected systems and limited staff capacity. 

Custom AI agents can solve this problem by accessing customer data instantly, including purchase history, preferences, and behavior, and using it to tailor conversations in real time. 

These agents can deliver the personalization your team may not have time for at scale.

Cost and time savings

Salesforce data shows that 95% of decision-makers at companies using AI report reduced costs and time savings, and 92% say generative AI improves customer service.

Custom AI agents can take over high-volume, low-value tasks like answering FAQs, tracking orders, and routing queries. That means fewer support tickets for your human team and faster customer resolution.

Increased customer retention and loyalty

AI-powered systems have driven a 31.5% increase in customer satisfaction scores and a 24.8% boost in retention rates. AI agents make customers feel heard and valued by remembering past interactions, resolving issues quickly, and offering relevant suggestions. 

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And when customers get the support they need without repeating themselves or waiting in long queues, they’re more likely to stick around. This means higher loyalty, fewer churned customers, and more repeat purchases without adding pressure to your support team.

Enhanced data insights and feedback loops

AI agents can track customer behavior, identify recurring issues, and automatically flag gaps in service. That means fewer blind spots and faster responses to changing customer needs. 

These continuous feedback loops translate to smarter product decisions, more effective campaigns, and higher customer satisfaction, all without adding complexity or headcount.

Scalability for growing businesses

Custom AI agents enable e-commerce businesses to scale customer support efficiently without proportionally increasing staff. 

As a case in point, Swedish fintech company  Klarna’s AI chatbot manages two-thirds of its customer service inquiries, effectively performing the work equivalent of 700 full-time agents. This implementation has led to a projected $40 million profit improvement in a single year.

Types of custom AI Agents

Custom AI agents come in different forms, each built for a specific function, industry, or customer need. Here’s a quick breakdown of the most common types :

Conversational agents

These AI-driven tools engage users through natural language processing to carry out conversations. They’re widely used in virtual assistants, chatbots, and customer support to deliver human-like interactions.

Recommendation engines

These agents suggest products, services, or content based on user behavior and preferences. They help personalize experiences and are widely used across e-commerce sites, streaming platforms, and social media.

Predictive analytics agents

Used in industries such as finance, healthcare, and marketing, these agents analyze historical data using machine learning to forecast trends and inform strategic decisions.

RPA (Robotic Process Automation) agents

These agents are designed to automate routine tasks such as data entry and transaction processing, help organizations reduce manual effort, improve accuracy, and boost productivity.

Personalized learning agents

These AI agents are focused on education, adapting to individual learning needs, tracking progress, and enhancing online learning platforms to improve educational outcomes.

How AI agents work

To understand what makes custom AI agents effective for customer engagement, it’s helpful to look at how they operate behind the scenes. Here’s how it works:

Perception

AI agents collect input from various sources, such as text messages, voice commands, clicks, or behavioral patterns. With technologies like natural language processing (NLP) and computer vision, they interpret this data to understand what the user is saying or doing.

Reasoning

Once the data is processed, the agent evaluates the context and intent. It draws from its training data, business rules, or decision trees to determine the most appropriate response or action. This is where logic and analysis come into play.

Action

Based on its reasoning, the agent carries out an action. This might be replying to a customer, triggering a workflow, offering a recommendation, or escalating the issue to a human agent. The goal is to resolve the task efficiently and accurately.

Learning

After each interaction, the agent stores new data and feedback. Over time, it utilizes this information to refine its responses, enhance accuracy, and adjust to evolving customer behavior. 

This continuous learning loop makes AI agents increasingly useful the longer they are in use.

Key use cases of custom AI agents in E-commerce

From supporting customers around the clock to sending personalized product suggestions, custom AI agents can adapt to your workflows and goals. Here are some of the most effective ways e-commerce businesses are putting them to use:

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AI-driven customer support

• 24/7 availability
  Custom AI agents can handle customer queries at any time of day without human intervention. For example, footwear and apparel company Allbirds uses AI-powered chat support to assist customers with order tracking and FAQs around the clock.

• Context-aware query resolution
  These agents remember previous interactions and use that data to personalize responses. A user asking about a return status today will get an informed response based on their chat from last week.
  Zappos, for instance, has integrated AI into its support system to handle returns by recognizing purchase history and context automatically.

• Multilingual and omnichannel capabilities
  
  Custom AI agents can engage with customers in multiple languages across platforms like websites, mobile apps, and social media. A great example is H&M, whose AI chatbot supports users in different languages and on platforms like WhatsApp and Facebook Messenger, ensuring consistent global support.

Personalized product or content recommendations

Based on user behavior, purchase history, preferences
AI agents can analyze browsing patterns, past purchases, and user preferences to recommend real-time products and services. Amazon’s AI recommendation engine accounts for 35% of total revenue by suggesting products tailored to each user.

• Dynamic adaptability and learning
  
  Custom agents continuously learn and update recommendations based on user behavior. Stitch Fix employs AI to analyze customer preferences, sizes, and feedback. This enables the platform to deliver personalized clothing recommendations, enhancing customer satisfaction and engagement. 

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Automated engagement strategies

• Targeted messages based on the customer journey stage
  
  Custom AI agents can send different messages depending on where a customer is in the funnel, such as welcome emails for new users, product demos for engaged users, or discount codes for those at risk of churning.
  
  Sephora uses AI to send personalized birthday rewards and product suggestions based on purchase history and browsing behavior.

• Proactive outreach (cart reminders, renewal alerts, etc.)
  
  AI agents take the initiative instead of waiting for the customer to act. If someone abandons a cart, the agent can automatically send a reminder with an incentive.
  Bonobos uses AI-powered reminders to prompt repeat purchases and send personalized alerts about upcoming deliveries or product renewals.

AI-Powered chatbots with custom personas

• Tailored tone, voice, and personality
  
  Custom AI agents can be trained to reflect your brand’s tone, whether friendly, formal, or quirky.
  For instance, Casper introduced an AI chatbot named Luna 2.0. This chatbot uses a friendly and conversational tone to assist customers with their purchases, making the interaction feel more human and aligned with the brand’s approachable identity. 

• Cross-platform engagement (web, app, messaging platforms)
  
  These agents can live across multiple channels and maintain the same tone and context everywhere.
  Walmart has developed an AI-powered voice shopping assistant that integrates with Google Assistant, Siri, and Google Home devices. This allows customers to interact with Walmart’s services using natural language across various channels, ensuring a unified and personalized shopping experience.  

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Best practices to implement custom AI for businesses

With AI adoption on the rise, many businesses are still figuring out how to get it right.

A recent IBM survey shows that 35% of enterprise IT professionals use AI specifically to improve customer service agent productivity. In contrast, many others rely on it to enhance overall customer and employee experiences.

To make the most of your investment in custom AI agents, here are some practical best practices to follow:

Follow AI ethical principles

Building trust with your customers begins with the responsible use of AI. 84% of IT professionals agree that consumers are more likely to choose services from companies with transparent and ethical AI practices. 

This means being transparent about your AI agents’ decisions, avoiding biased responses, and protecting customer data. 

Promote human-AI collaboration

A recent study by the National Bureau of Economic Research found that customer support agents using a generative AI assistant increased their productivity by 14% on average. 

Notably, less experienced and lower-skilled workers saw the most significant improvements, highlighting the importance of human-AI collaboration.  Businesses can enhance performance by designing AI systems that complement human skills while ensuring quality and accountability. 

Prepare internal data

A survey by Hitachi Vantara revealed that 37% of U.S. IT leaders identify data quality as a major barrier to AI success. Yet, many organizations are not adequately enhancing their data management practices. 

To maximize the potential of custom AI agents, invest in robust data infrastructure, ensure consistent data tagging, and regularly review datasets for accuracy and completeness.  

Support ongoing training

AI agents improve over time, but only if you actively manage them. Regularly updating training data, monitoring performance, and incorporating customer feedback are essential to fine-tune their responses. 

According to an IBM study, 40% of employees will need to retrain due to AI implementations, highlighting the importance of continuous learning and human oversight in AI deployment.  

This will ensure better accuracy, relevant interactions, and customer satisfaction.

Measure and evaluate

According to PwC’s Future of Customer Experience report, 73% of consumers consider the experience an important factor in their purchasing decisions, and 65% of U.S. customers find a positive experience with a brand to be more influential than great advertising.  

By consistently monitoring and refining key metrics like resolution time, deflection rate, and customer satisfaction (CSAT), businesses can ensure their AI agents contribute to improved customer satisfaction and loyalty.

Use Plivo’s custom AI agents to engage customers before they ask 

Custom AI agents are a smart investment for brands looking to grow without compromising customer experience. If you’re ready to put AI to work for your business, Plivo can help. The platform’s custom AI agents are built to fit your workflows, learn from your data, and engage your customers the way you do. 

Here’s also what you get with Plivo to build a solid customer experience:

• Unified agent desktop: A single platform for managing all channels, enabling agents to respond swiftly and accurately while having the full context of each interaction
• AI voice agents: Human-like interactions with advanced speech recognition and contextual awareness
• Seamless integration: Works seamlessly with your CRM, billing, ticketing tools, and knowledge bases to ensure consistent, informed responses
• 24/7 self-service chatbot: Powered by OpenAI, the chatbot addresses up to 70% of common queries, allowing agents to focus on more complex cases
• Automated workflows: Handles follow-ups, routes tickets, and provides updates automatically to keep customers informed
• Intelligent handovers: When AI fails to respond to complex cases, it escalates the query to a human agent with complete context, speeding up resolution
• Top-tier security: Adheres to SOC 2 and GDPR standards to ensure secure customer communications

Want to boost your revenue with custom AI agents? Book a demo now.

Needless to say, ​customer support is a vital organ for business success, directly affecting customer satisfaction, loyalty, and revenue. In fact, a study notes that in 2024, poor customer experiences cost organizations worldwide an estimated $3.7 trillion, marking a 19% increase from the previous year.

Customers often switch companies if they don't receive good customer service, regardless of product satisfaction. Conversely, they are often willing to go out of their way to do business with a company that offers better service. 

Support agents are at the forefront of delivering these sensitive experiences, making their role crucial in fostering customer relationships and driving business growth.​

In this article, we’ll explain who they are, what they do, the essential skills needed to become one, and some steps to build your support team with the best support agents.

Who are support agents (and who are they not)?

A support agent is a trained representative of your company primarily tasked with resolving customers' complaints, answering inquiries, and providing usage guidance on your company’s products and services.

Beyond handling tickets, they also provide emotional support by ensuring customers feel heard, valued, and reassured throughout the interaction. This, in turn, strengthens customer trust and loyalty.

Support agents play a vital role in enhancing customer satisfaction—which indirectly drives ROI through repeat purchases—but they are not sales representatives or marketers. Marketers and sales reps acquire customers and sell. 

On the other hand, support agents retain these customers and boost repeat purchases through efficient assistance.

4 primary responsibilities of a support agent

A support agent's primary responsibilities include serving as the first point of contact, handling queries, providing proactive support, and gathering essential feedback.

1. Serving as a brand's first-line contact

When things go wrong, customers become frustrated and demand to speak with anyone—even the CEO. Your support agents step in to act as the first line of defense, de-escalate situations, and provide solutions professionally. 

They also represent your brand through every empathic response, ensuring customers leave with a positive experience and a lasting impression of excellent service.

2. Handling customer inquiries

Customer support agents handle all customer inquiries. Depending on the technicality of the query, they might sometimes involve a specialist or higher executive. 

For instance, if a customer has a dispute over billing that involves policy exceptions, your agent might need to coordinate with or escalate to a higher executive for approval.

3. Providing proactive support

Support agents detect customer needs ahead of time and promptly contact them even before they log a complaint. This helps reduce inbound tickets and boosts customer satisfaction. 

As an omnichannel customer support platform, Plivo CX’s proactive service enables your support team to provide a more refined and automated proactive support.

4. Gathering feedback to optimize product offerings and marketing

Your support agents are the most valuable source of feedback since they interact with customers daily. They can help you gather recurring concerns, pain points, and suggestions that drive meaningful product improvements. 

Plivo CX’s metrics tool automates this feedback collection process and ensures your agents focus on core tasks instead.

Essential soft skills of a good support agent

Being a support agent involves not only resolving queries but also understanding and communicating with customers on a personal level. This is why certain soft skills, beyond technical competency, are essential when recruiting one.

Active listening and empathy

Active listening involves paying close attention to every word and emotion communicated rather than focusing solely on the problem. 

Unsurprisingly, active listeners excel at expressing empathy since they’re more likely to understand how customers feel better. This deeper connection allows them to communicate effectively, provide reassurance, and de-escalate tense situations.

Good communication skills

A good support agent must convey their points concisely while considering the appropriate tone. 

They know when to avoid passive-aggressive words such as “actually, ought to,” colloquialisms, and slang to maintain clarity.

Adaptability

Different customers present with different complaints, personalities, and communication styles. Some are patient and easy to communicate with, whereas some are aggressive and impatient. 

So, a one-size-fits-all approach won’t work, and that’s why an ideal support agent must be able to adapt to each high and low while maintaining efficient support delivery.

Problem-solving skills

Customer support playbooks are valuable, but not every customer complaint will fit neatly into predefined solutions. Situations like this require your support agent to think outside the box while staying within your company’s guardrails. 

A good support agent must be able to devise quick solutions to new problems and escalate as soon as possible when necessary.

6 steps to hire the right support agent and build a functional support team

Your support team can either make or mar your business. Hiring the right agent and building a functional team is, therefore, essential. Let’s see how to do that.

1. Define your staffing needs and ideal agent

You can figure out how many support agents to hire based on your historical ticket volume, scale of business expansion, and anticipated growth in the next quarters. This ensures you don’t over-hire and bloat your expenses or under-hire and cripple your support delivery. 

Plivo CX’s reporting and metrics tool provides a comprehensive ticket summary, which helps you determine your historical ticket volume.

Simultaneously, you need to define who your ideal agent is—that is, the skills they should preferably possess, availability, technical proficiency, lingual capacities, and experience. You can diversify your recruitment process if you’re catering to multilingual audiences.

Once you’ve identified your staffing needs and ideal candidate profile, you can post your job listing on your company’s career page and on popular job boards like LinkedIn to attract qualified applicants.

2. Prioritize agents with empathy and problem-solving skills

You need a team of agents who can dialogue with different kinds of customers, resonate with them emotionally, and make them feel heard while providing adequate support. That’s why you should prioritize agents with empathy.

Also, look for agents with strong problem-solving skills—someone who can think quickly on their feet and provide solutions to out-of-the-script problems.

Tools like TestGorilla and Testify help you assess your applicant’s skills and ability to address different scenarios. For a more tailored assessment, present candidates with real scenarios or past customer complaints from your database and ask them to resolve the issue.

3. Test for relevant technical competency

Technical competency is your support agent’s ability to resolve customers’ technical queries. This could include troubleshooting software issues and providing answers to product-specific technical queries.

Usually, your agents don’t need to be tech geeks or specialists for L1 tickets. An entry-level customer support agent with the necessary soft skills can do a great job here.

However, it’s a different ball game for agents managing L2 and L3 tickets. They should have the necessary expertise to manage complex and product-related technical issues like specialists. 

This primarily hinges on their hard skills portfolio, which you need to consider when hiring. Provide real-world scenarios to assess these skills and ensure they genuinely have what it takes to be your ideal agents.

4. Provide comprehensive agent training

From the onboarding stage, you need to identify the gaps in your hires’ competencies and design individualized or group training to boost their efficiency. Training can include soft skills, lingual capacity, and upskilling hard skills for more proficiency.

Agent training is not a one-time process. Plivo CX’s coaching tools help your agents leverage past interactions with customers to continuously refine their delivery—how to respond or handle similar situations when they arise again.

5. Equip your support agents with AI-powered tools

Gartner notes that more than 80% are either using or planning to integrate AI-powered chatbots in 2025. Advanced chatbots are essential because they can handle the majority of L1 tickets, thus freeing up your agents to do other complex tasks.

An example is Plivo CX’s openAI-powered AI chatbot, which can leverage your database in real time to make decisions, autonomously handle refund requests, modify orders, and make personalized recommendations.

Your team also needs an omnichannel platform that centralizes all communication channels into a single dashboard. This allows agents to access everything they need without constantly switching tabs, ultimately improving response time and efficiency.

An example is Plivo CX’s unified agent desktop designed to eliminate data silos, unify all incoming customer requests, and integrate with homegrown systems, CRM, ERP, helpdesk, and more.

6. Establish KPIs and reasonable expectations

Establish KPIs, such as first response time, average resolution time, and first contact resolution, to assess the efficiency and effectiveness of your support agents. 

Customer Satisfaction Scores (CSATs) will help determine whether customers are getting the help they need and how they need it.

Plivo CX’s agent metrics and reporting tool enables you to monitor and measure your support agent’s performance while exposing gaps that need filling.

You also need to set individualized, SMART expectations and goals for your support agents. Ensure each agent does not handle more tickets—whether in quantity or complexity—than they can. This will reduce the incidence of customer service burnout and enhance the quality of your support delivery.

Scale your customer support operations with Plivo CX

Hiring the right support agent is just one part of building a functional customer support team. You also need to provide them with the right tools to enhance their efficiency and effectiveness.

That’s where Plivo CX comes in. 

As an omnichannel platform designed to streamline support delivery, Plivo CX offers a unified agent desktop to centralize your support channels, multilingual AI-powered voice support, and OpenAI-powered chatbots to slash your ticket queue.

We also offer: 

• Seamless integrations: Connect Plivo CX with your existing tools, including CRM, ERP, helpdesk, and more.
• Data-driven optimization: Track real-time analytics and generate custom reports to gain insights into customer interactions and agent performance.
• AI-enhanced efficiency: Prioritize urgent tickets, ensure brand consistency, and adapt quickly to changes with AI-powered support.
• Rich communication: Enhance interactions with multimedia support, including images, videos, and documents.
• Increased productivity: Streamline workflows with message templates, internal notes, and skills-based routing.
• Comprehensive features: Leverage call recording, IVR, multi-language support, and robust security features for a complete solution.

‍Book a demo today and start building a world-class support team with Plivo CX.

It’s ten minutes past 2 pm. A new high-value customer submits a technical complaint—but, in Spanish. The problem? None of your service reps speak Spanish. 

Now, you have only two options.

First, you say, “Thank you for reaching out. We currently accept queries only in English. Please resend your message in English so we can assist you. Thank you for your understanding!" 

Or, you scramble from Google’s translator to other free versions of online interpreters, which might give you an inaccurate response. 

Whichever you choose, your customer will likely not find it encouraging. Your inability to efficiently serve customers in their native language passes a message; that they’re not a valued part of your brand. 

According to Hyken’s report, 65% of consumers want to be treated valuably. Failure to deliver this expectation results in a poor support experience, increased churn rates, and a negative brand reputation.

To avoid such outcomes, you need to implement multilingual customer support, and this article will show you how to do that.

What is multilingual customer support?

Multilingual customer support is the ability to provide consistent, high-quality assistance in multiple languages to your customers while accounting for geographical, cultural, and contextual differences that influence communication.

As your business scales, there is also an increasing need to serve a diverse market audience. This mandates your support team to be capable of sustaining interactions with individuals of different languages outside your native business borders.

Even within your business borders, you’re bound to interact with customers of different linguistic needs. According to the United States Census record, the number of residents who utilize other languages besides English has nearly tripled in the last decade. 

So, you must be ready to cater to this diversity once necessary.

Benefits of multilingual customer support

Multilingual support increases customer satisfaction, boosts retention, and ensures you can tap into diverse markets for more opportunities. Here’s how it does that:

Improved customer satisfaction

According to Unbabel’s 2021 multilingual CX report, one in three global consumers cite a lack of multilingual support as their top concern in localized customer experience. 

Uni- or bilingual provisions lead to frustration since your customers can’t express themselves the way they want, and this culminates in a bad customer experience. 

On the other hand, providing multilingual support can enhance customer satisfaction and boost your customers’ LTV. This explains why 64% say they will pay more for a service or product if the brand offers a multilingual support service.

Higher customer retention

57% of global consumers see it as a bias when a brand fails to offer multilingual support. Two in three will also switch to another brand if their current brand does not offer broader language support.

But what happens if you fill up this communication gap? 73% of respondents in Unbabel’s survey say they will remain loyal. 

This means multilingual provisions can help you retain your existing customers and also gain an edge over your competitors in attracting new ones. 

Interestingly, 40% of consumers will likely overlook poor customer service many times if it is offered in their native language. This gives you enough time to address issues plaguing your support delivery before customers bounce.

Broader reach and competitive advantage

Scaling your business often requires crossing borders and serving new audiences. Multilingual support ensures you can easily resolve the issues coming up in these regions, eliminate communication barriers, and rapidly build a robust brand reputation.

Also, multilingual support can serve as the spearhead of your competitive advantage in new markets. That’s because your potential customers will likely choose you over competitors who do not offer multilingual support, all things being equal. So, you can make it a focus of your marketing strategy.

7 must-know strategies to implement multilingual support

One in four consumers say they will not spend more than $500 on brands offering limited language support. You can avoid this by implementing a sturdy multilingual support system. 

Let’s go through how you can do that. 

1. Be upfront about your available language options

First, inform your customers and audience about your current capacity. Include the languages you support on your website, applications, social media profiles, and customer support pages. 

This helps to manage customer expectations and reduce frustrations pending the time you make provisions for multiple languages.

2. Embrace diversity in recruitment

The most direct approach to creating a multilingual support system is to recruit multilingual customer service reps. These reps are especially crucial for managing L2 and L3 tiers of requests that AI might not be able to handle.

Ensure you have at least one native or non-native representative for each region you serve. You can also organize language training for your existing service reps instead of overhauling the entire team. 

This reduces your employee acquisition cost and helps you work with people already in tandem with your support operations.

3. Use AI chatbots to provide multilingual support

Advanced AI chatbots use ML and NLP to analyze user inputs such as complaints and provide appropriate responses while leveraging customer data. This is like having an inbuilt translation system, making them a good fit for handling multilingual L1 requests regardless of the language.

As an omnichannel platform designed to scale your support team, Plivo CX offers an OpenAI-powered chatbot capable of handling multilingual tickets and addressing your customers in the language they choose.

4. Integrate multilingual voice support 

According to a 2024 report from Statista, 54% of customers prefer to resolve issues via phone calls over other digital channels and email. To cater to this group, you need to integrate multilingual voice support technology.

An example is Plivo CX’s voice software, which prompts your customers to choose their preferred language from over 27 supported languages right on the call.

With an integrated programmable IVR, your callers can self-select options for quicker routing, shorter wait times, and faster resolution.

5. Offer language preferences in self-service options

Self-service options include FAQs, knowledge bases, chatbots, AI-powered virtual assistants, and community forums. Your customers must be able to choose their preferred language of interaction on all of these platforms in order to cater to their needs.

Additionally, ensure that automated responses, IVR systems, and in-app customer support are available in multiple languages.

6. Train support agents in cultural sensitivity

Multilingual support should cater to lingua-cultural nuances that affect communication. Otherwise, you risk irking your customers. 

For instance, there are certain words or expressions that might be normal in American English but seen as aggressive in British English.

One example is the word “sure.” To an American, it’s simply a means of acknowledgment. But it could come off as passive-aggressive to a non-American. 

Train your support reps to understand these nuances and avoid them when speaking with individuals of different cultural backgrounds.

7. Localize knowledge base and FAQs  

Language location refers to adapting your website content to a visitor’s regional language based on factors like their browser settings, IP address, or geographical location. 

o do this, you first need to translate your knowledge base and FAQs into the different languages you support. You can do this manually or with AI. Then let your web development team handle the transitioning.

This method spares customers the hassle of manually selecting their preferred language. However, you should still offer a visible option on your support pages for them to adjust language preferences if needed.

Deliver modern multilingual support with Plivo CX

Language differences stifle quality support delivery and effective communication. 

To help you, Plivo CX offers a multilingual omnichannel support system through its Unified Agent Desktop, OpenAI-powered agentic chatbot, and inclusive voice support to help you overcome these challenges.

We also offer: 

• Seamless integrations: Connect Plivo CX with your existing tools, including CRM, ERP, helpdesk, and more.
• Data-driven optimization: Track real-time analytics and generate custom reports to gain insights into customer interactions and agent performance.
• AI-enhanced efficiency: Prioritize urgent tickets, ensure brand consistency, and adapt quickly to changes with AI-powered support.
• Rich communication: Enhance interactions with multimedia support, including images, videos, and documents.
• Increased productivity: Streamline workflows with message templates, internal notes, and skills-based routing.
• Comprehensive features: Leverage call recording, IVR, multi-language support, and robust security features for a complete solution.

Book a demo now!

Let’s be real—getting leads isn’t the problem. Getting them to engage? That’s the real challenge. You can have the best offer, but if your message is not seen, it won’t get results.

The good news is that SMS is breaking through the noise. In fact, 76.2% of consumers say SMS is more effective at generating actions that lead to a purchase than email.

Why? Because texts land directly in your customer’s hands—no spam filters, no distractions, just instant, personal communication.

SMS lead generation is quickly becoming a cornerstone of modern marketing. In this article, we’ll dive into why SMS lead generation is rapidly becoming a must-have for businesses looking to engage, convert, and grow their customer base.

Why SMS is an effective lead generation tool

SMS marketing is a powerful tool for lead generation. It helps businesses build and nurture a qualified audience directly through SMS. Here are some key advantages that make SMS so effective for lead generation: 

High open rates & immediate attention

Text messages are almost always read – often within minutes. Studies confirm SMS open rates around 98%, higher than email​. The immediate visibility means your lead-gen offers (coupons, event invites, etc.) get seen right away, capturing customer attention in real time.

💡 Pro tip: Time your SMS campaigns strategically—sending messages when customers are most active can increase engagement and conversions.

Direct & personal communication

SMS creates a direct and personal connection between brands and potential customers. With the ability to personalize messages based on customer preferences, past interactions, or purchase history, SMS helps brands build stronger relationships and trust. 

Example: "Hi [Name], your favorite moisturizer is back in stock! Shop now before it’s gone: [link]."

💡Pro tip: Use first names, purchase history, or location-based offers to make SMS messages feel even more relevant and personal. 

Real-time engagement 

SMS enables businesses to engage with customers instantly. This makes SMS a preferred medium for promotions, updates, and limited-time offers. It allows for two-way conversations, where businesses can answer questions and send timely reminders when a lead is most interested. 

💡 Pro tip: Use SMS for flash sales or time-sensitive deals—customers are more likely to act quickly when they receive an offer with a clear deadline.

Cost-effective marketing

SMS campaigns are a cost-effective way to engage potential customers and increase sales. With message costs ranging from $0.015 to $0.050 per SMS, businesses can reach large audiences without significant money spent. 

Despite the low cost, SMS generates high response rates and a strong return on investment, making it an excellent text message lead generation tool for lead nurturing, promotions, and customer retention. For budget-conscious marketers, SMS offers maximum impact with minimal expense.

Example 1: A boutique clothing store replaces printed discount flyers with SMS promo codes, saving on printing costs while directly reaching active shoppers.

Example 2: Instead of investing in costly retargeting ads, a home décor brand uses SMS flash sale alerts to attract customers for exclusive discounts and limited-time offers

Automation & scalability 

With SMS automation, businesses can send messages to thousands of customers efficiently. Automated workflows allow brands to set up welcome messages, abandoned cart reminders, or follow-ups without manual effort. 

Whether you’re targeting a small segment or a nationwide audience, SMS can scale to meet your needs​

💡 Pro tip: Set up an automated drip campaign to send SMS messages over time. This helps to guide potential customers toward a purchase.

Together, these advantages explain why more businesses are leveraging SMS for lead generation. 

Proven SMS techniques for lead generation

You know SMS works—but how do you use it to drive more leads? Here are some tested strategies that top brands rely on to turn texts into conversions.

Offer exclusive content or discounts

People love getting something extra, especially when it feels exclusive. By offering discounts, special deals, or early access to new products via SMS, you create an immediate incentive for customers to respond.

Make sure your offer is time-sensitive to create urgency, which further motivates recipients to act quickly. Phrases like “For you only,” or “Exclusive offer just for our subscribers” can make recipients feel valued and increase the chances of conversion.

Create compelling CTAs for immediate action 

Create your SMS messages with a clear, strong call-to-action (CTA) that urges instant response. Since texts are typically read quickly and have a character limit, use that brief moment to spark action.

Pro tip: Use action-oriented language like “Claim your offer now,” “Get started today,” or “Shop while stocks last” to prompt immediate responses.

Lead generation through SMS thrives when your CTA is clear, direct, and compels the recipient to act fast.

Use opt-in keywords and shortcodes 

Simplify the process of joining your SMS list through keywords and shortcodes. For instance, you might advert JOIN to 12345 for updates.” This text-to-subscribe approach makes opt-ins instant. A customer sends a one-word text and is automatically added to your campaign. 

Example:

A fitness apparel brand wants to grow its SMS list. They advertise:
“Text FIT to 56789 for 15% off your first order and exclusive updates!”

By texting “FIT” to 56789, customers are instantly added to the SMS list. This quick, frictionless opt-in process allows leads to sign up easily with just one text.

Pro tip: Make sure to choose an easy-to-remember keyword related to your campaign (e.g., text SALE, VIP, DEMO, etc.).

Segment your audience for targeted campaigns

One-size-fits-all messaging yields mediocre results. Instead, segment your SMS leads based on factors like demographics, purchasing behavior, and engagement history.

Example:

An online clothing store wants to send targeted offers. They segment their audience into two groups: frequent shoppers and seasonal browsers.

• Frequent shoppers: Receive exclusive offers like “Thanks for being a loyal customer! Enjoy 25% off your next order.”
• Seasonal browsers: Receive a message like “Welcome back! Get 15% off your next purchase, just for you.”

Businesses that segment their SMS campaigns see higher conversion because the messaging is more personalized and on-point​. 

Utilize SMS automation for timely follow-ups 

Don’t rely on manual texting, set up automated SMS workflows that send follow-up messages, reminders, or abandoned cart notifications. These automated texts can remind customers about products they’ve left behind, share additional offers, or provide updates on the status of their orders. 

SMS automation ensures no customer is left unattended and helps move prospects down the funnel with well-timed nudges.

Example:

An online home goods store uses SMS automation to follow up with leads.

• Welcome message: As soon as a customer subscribes, they receive an immediate “Welcome! Get 10% off your first order. Shop now!”
• Follow-up offer: If the customer hasn’t made a purchase within two days, they receive a reminder: “Still thinking it over? Here’s 15% off your first order!”

By implementing these techniques, you can steadily grow your list of SMS leads and keep them actively engaged. 

Best practices for SMS lead generation

While SMS is powerful, success largely depends on how you use it. Here are some best practices to ensure your SMS lead generation campaigns are effective and well-received:

Personalize and be relevant 

Treat SMS leads like individuals, not numbers on a list. Use personalization wherever possible—greet recipients by name and tailor messages to their interests or past interactions. 

For example, if you know a customer’s preferred product category, mention it. Personalization shows that your texts are for them, which improves response rates. 

In this SMS (image below), they address the customer by name (Elizabeth) and highlight their status as a “Platinum Comfort Crew member.” Personal touches like this make the recipient feel special and valued.

Optimal timing and frequency 

A staggering 90% of consumers respond to a text within 30 minutes, which underscores the importance of reaching your audience at the right moment. 

To maximize engagement, aim to send texts between 10 AM and 8 PM, avoiding early mornings before 8 AM, late evenings after 9 PM, Mondays, and rush hours. Mid-afternoon often works best. 

When it comes to frequency, it’s all about balance. Nearly 60% of smartphone users opt out of a brand’s messages when they feel overwhelmed by too many updates. 

Pro tip: Space out your messages and keep them meaningful—aim for one or two valuable texts per week to avoid overwhelming your audience and maintain engagement.

Keep messages concise and clear 

SMS has a character limit, which means you must communicate your message clearly and concisely. Your text should get to the point quickly, without any unnecessary fluff. 

Focus on one core message in each SMS, whether it's an offer, update, or reminder. Use short, direct language, and avoid long sentences or paragraphs.

For example, instead of saying, “We have a new collection of products that we think you might like, and it’s available on our website,” say, “New collection just dropped! Shop now and get 10% off!”

If more detail is needed, include a link to a mobile-friendly landing page for the lead to learn more. 

Track and analyze performance 

Treat SMS campaigns like any other marketing effort – track the results and adjust the strategy accordingly. Monitor key metrics such as open rate, click-through rate, response rate, and conversion rate. 

Also, pay attention to unsubscribe rates after each SMS campaign. Analyzing these data points will tell you what’s working and what isn’t. You can experiment with A/B testing for different CTAs, message lengths, or timing to see what drives the best results

For instance, you may find that messages sent on Friday evenings receive higher engagement or that one offer generates more conversions than another. Use this insight to refine your approach, perhaps adjusting send times, wording, or segment targeting. 

The role of SMS marketing automation in lead generation

Automation simplifies lead generation by handling manual tasks, ensuring no lead slips through the cracks. With SMS marketing automation, businesses can send the right message to the right lead at the right time—without manual effort for each interaction. This makes capturing and nurturing leads easier, faster, and more efficient.

Here’s why SMS automation is so important and how it works:

Key benefits of SMS marketing automation

✅ Instant follow-ups: Automatically send a welcome message as soon as a lead opts in, keeping them engaged from the start.

✅ Personalized offers: Use customer data to send relevant offers, product recommendations, and reminders tailored to their interests.

✅ Higher conversion rates: Schedule automated follow-ups to nurture leads, recover abandoned carts, or re-engage inactive customers.

✅ Timely touchpoints: Ensure leads receive timely updates, promotions, and reminders without manual effort.

✅Scalable communication: With the right SMS lead generation tool, you can manage high volumes of leads with automated workflows. This frees up your team while maintaining consistent outreach.

As a robust omnichannel customer engagement tool, Plivo CX checks all the boxes for a reliable and efficient SMS lead generation platform. 

With its user-friendly interface and powerful analytics tools, Plivo CX optimizes your SMS marketing for maximum impact and streamlines your lead generation and conversion process with automation.

As a testament to its efficiency, Deckers Brands found Plivo's queuing system to be a game-changer. Jacob Martine, project manager at Deckers Brands, states, 

"With fewer worries about rate limits and batch sizes, our developers face less burden. If we need to send 50,000 messages, we simply send them all—Plivo handles the rest, delivering without us worrying about the process."

Drive more leads with SMS marketing powered by Plivo CX

E-commerce managers face a tough challenge—reaching customers at the right time is harder than ever. Manual campaign management takes too long, and generic messages don’t drive conversions. Without automation and personalization, it’s easy to miss opportunities to connect with potential buyers

Plivo CX is an all-in-one customer engagement platform designed to maximize SMS lead generation results. It brings together real-time delivery, intelligent automation, and data-driven insights so businesses can capture and convert more leads via SMS. 

Here’s how Plivo CX can get more leads by elevating your SMS marketing:

• Powerful audience targeting: Build highly focused campaigns by syncing your e-commerce platform data or importing contacts. With the Audiences feature, segment audiences based on purchase behavior, engagement data, and demographics to send highly personalized SMS campaigns.

• Multi-channel engagement:  Connect with your customers on their preferred channels—whether it's SMS, MMS, or Email. This increases the chances of meaningful interactions and conversions.

• AI-powered SMS personalization: Use the Copywriter AI to generate compelling, data-driven SMS messages instantly. Fine-tune your messages to resonate with your audience instantly.

• Send messages at the ideal time: Automate and schedule messages to align with optimal timings across different time zones, ensuring they reach customers when they are most likely to engage, maximizing impact.

• E-commerce integrations: Effortlessly connect with e-commerce platforms like Shopify, WooCommerce, BigCommerce, and Magento to personalize and send SMS directly from your e-commerce platforms.
• Track conversions & optimize ROI: Gain valuable insights into what resonates with your audience and continuously optimize your campaigns for maximum ROI. 

With Plivo CX’s robust global messaging network covering 220+ countries, businesses can scale their SMS marketing effortlessly, reducing costs by up to 70% while tripling ROI.

Plivo CX users generate an average of $71 for every $1 spent, making it a must-have for data-driven, high-impact SMS campaigns.

Don’t let missed opportunities hold your business back—start driving more leads and conversions today with Plivo CX. 

Schedule a free demo now!

56% of customers abandon purchases because businesses take too long to respond. That’s more than half of your potential sales lost.

That’s why 69% of users prefer brands that offer WhatsApp as a support option. It’s fast, familiar, and available right where your customers already chat. 

In fact, brands like Amazon and Zappos use WhatsApp for fast, hassle-free support. No long wait times, no back-and-forth emails, just quick answers when customers need them.

This guide will show you how to set up WhatsApp for customer service, automate responses, and improve customer satisfaction without increasing costs.

What is WhatsApp Business? 

WhatsApp Business is a free and specialized messaging tool that helps SMBs and companies connect with their customers on WhatsApp. It allows businesses to answer questions, send updates, and provide real-time customer support with tools such as quick replies and automated messages.

To understand why WhatsApp Business has become essential for modern customer service, let's examine its key features and how they benefit your business operations.

Features & benefits of WhatsApp for customer service

Now that you understand the powerful features WhatsApp Business offers, let's walk through how to set it up and optimize it for your customer service needs.

How to set up WhatsApp for customer service 

Whether you’re a small business just starting out or an established brand, follow these steps to set up your WhatsApp business account and start assisting customers in real time:

1. Create a WhatsApp for business

Start by downloading the WhatsApp Business app from the Play Store or App Store, depending on your device type. Once you’ve done this, sign in with your phone and create your business profile.

The app will guide you through the basic setup where you have you mention your registered business name, its description, contact information, and working hours.  

Review the terms of service that includes allowing access to contacts and photos, and fill out the relevant fields.

2. Link your online store and product catalog

After you are done setting up your account, it’s time for customization. This includes the following:

• Profile photo: Use your business’s logo for clarity
• Cover photo: Upload product pictures or customers with your products
• Business description: Briefly describe what your business offers and what sets it apart
• Business category: Select up to three categories to help customers understand your services
• Address: Add your location if you have a storefront
• Email contact: Provide an email option for customers who prefer it
• Website link: Direct customers to your website for more information
• Phone support: Include a contact number if you offer voice support
• Verification badge: Apply for WhatsApp verification to earn the green checkmark
• Product catalog: Display your top products with high-quality images and descriptions
• Collections: Group products into categories for easy browsing
• Business hours: Specify when a live agent is available to respond. Set up automated away messages to inform customers of response times outside these hours

3. Integrate with your existing business framework

Connect WhatsApp with existing business frameworks to track and manage all interactions from a single, centralized system. 

For example, when you use an omnichannel customer service platform like Plivo CX, you can seamlessly switch between voice, chat, SMS, and WhatsApp. What’s more, it allows you to integrate custom knowledge bases, including business documents like SOPs, FAQs, and blog posts, enabling your support team to automatically and accurately respond to customer queries.

4. Use automation to handle common questions

You can use AI chatbots from third-party providers or opt for Meta’s Business AI to interact with customers. 

However, it’s important to note that WhatsApp’s built-in Business AI is limited. It’s only available in select countries, supports just two languages (English and Spanish), and is restricted to certain businesses. That means many brands can’t entirely rely on it for automated customer support.

Instead, integrating AI chatbots from specialized platforms like Plivo CX offers greater flexibility, broader language support, and advanced automation. With the OpenAI-powered AI agents, you can:

• Converse with a natural human-like tone
• Answer common questions instantly to reduce wait times
• Guide customers to self-service resources like FAQs and order tracking
• Schedule appointments and process simple transactions without human intervention
• Scale support across multiple languages to serve a global audience

5. Send proactive notifications with WhatsApp templates

Using customer service templates saves time and ensures consistent and compliant responses. With WhatsApp, you can create Message Templates to reach out to customers proactively. 

However, WhatsApp has strict rules. You must submit templates for approval, and they’re limited to specific topics like account updates, shipping notifications, and issue resolutions. Marketing messages aren’t allowed.

If you use Plivo CX, you can submit templates for approval and send proactive messages directly through WhatsApp.

6. Gather insights through customer feedback

The last and most important step is to track key metrics to measure performance. This helps you identify strengths and spot areas for improvement to refine your customer support.

Most support tools provide detailed reports with visual insights, but if you’re focusing on just a few key metrics, start with:

• Response time: Monitor how quickly your team replies to prevent long wait times
• Resolution time: Track how long it takes to resolve customer issues fully
• Customer satisfaction (CSAT): Gather CSAT scores to understand if customers are happy with your support
• Customer feedback: Actively collect and document feedback to refine your service and better meet customer needs

Best practices of using WhatsApp for customer service 

Follow these best practices to ensure quick responses and personalized interactions and get the most from WhatsApp:

Respond quickly

Needless to say, customers expect fast replies. Chatbots provide instant support 24/7, handling common questions and freeing up agents for complex issues. AI-powered assistants can resolve service requests without preprogrammed responses.

To speed up replies, use quick replies or message templates. Always personalize messages and double-check for accuracy before sending.

Use images and videos for clarity

Visuals improve customer support. Share screenshots, product images, or tutorial videos to make solutions clearer. Adding emojis can also make messages more engaging.

Personalize your responses

You can link WhatsApp to your CRM to access customer history and tailor responses. Customers expect agents to have their past interactions on hand, as 70% say they want consistent service across all agents. Avoid frustrating them by ensuring they never have to repeat themselves.

With its unified agent desktop, Plivo CX lets your agents have a complete understanding and context of the problems customers could be experiencing.

Let customers know you’re on WhatsApp

Customers may not reach out if they don’t know you’re available on WhatsApp. Make it easy by:

• Adding a WhatsApp chat button on your website
• Including WhatsApp on your Contact Us page
• Promoting it through newsletters, marketing emails, and social media

Keep customers updated on their orders

Send a confirmation message on WhatsApp as soon as a customer places an order. Include the order number, item details, and estimated processing time.

Share timely updates as the order moves through different shipping stages, such as processing, shipping, or being out for delivery. Provide tracking details and estimated delivery times to keep customers informed.

Gather customer feedback

Encourage customers to share their thoughts on their purchase by sending a quick message on WhatsApp. You can collect feedback in several ways:

• Send a short survey with multiple-choice or rating options
• Ask open-ended questions for detailed responses
• Use quick-reply buttons to make it easier for customers to respond

Offer 24/7 WhatsApp support with Plivo CX

Plivo CX simplifies WhatsApp customer support by offering a feature-rich platform designed for automation, scalability, and ease of use. Whether you’re handling peak volumes, sending order updates, or automating responses, Plivo’s AI agents ensure a smooth experience for both your team and your customers.

Why choose Plivo CX for WhatsApp support?

• Engaging Conversations: Share images, videos, and documents to provide clear and helpful responses
• Scalability: Handle thousands of chats at once, even during high-traffic periods
• Real-time tracking: Get instant delivery reports to monitor message performance
• Faster troubleshooting: Use detailed logs to quickly identify and fix issues
• Multilingual support: Automatically detect and reply in 28 languages
• Efficient messaging: Broadcast updates to multiple customers at once
• Interactive responses: Add quick reply buttons to streamline interactions
• Consistent communication: Use pre-approved message templates for faster responses

Book a demo now to learn more.

Dealing with missed appointments can be a headache for any business, as it means revenue loss and wasted resources. No-shows in a business are a significant issue across industries like healthcare and salons, where every appointment counts. Missed appointments disrupt business schedules, leave time slots unfilled, and require time-consuming follow-ups.

This is where SMS appointment reminders can make a real difference. With one of the highest engagement rates, SMS ensures that appointment reminder messages reach customers instantly and effectively. Integrating it into your workflow can reduce no-shows, enhance scheduling efficiency, and improve customer satisfaction. 

In fact, the U.S. SMS marketing industry is expected to reach $37.45 billion by 2031, signaling the growing importance of SMS in business operations.

In this article, let’s explore why SMS appointment reminders are so effective and how you can simplify your business operations.

Why businesses need SMS appointment reminders

Missed appointments have a significant financial and operational impact on businesses. When customers fail to show up, businesses lose the opportunity to fill those time slots with other paying customers, leading to revenue loss. 

This can be especially damaging in industries like healthcare, beauty, and wellness, where each appointment directly translates into revenue. The impact includes:

• Lost revenue: No-shows result in empty time slots, leading to significant income loss, especially in industries like healthcare and beauty.
• Decreased efficiency: Last-minute cancellations create disorganized schedules, leaving staff unproductive.
• Wasted resources: Manually following up with no-shows consumes time and staff resources. This reduces overall business productivity.

Common challenges without SMS appointment reminders

Without SMS appointment reminders, businesses face several operational hurdles that can impact their efficiency and profitability. Here are some of the common issues: 

1. Manual follow-ups are time-consuming

Without automated appointment reminders, businesses often rely on staff to manually contact customers to confirm or reschedule appointments. 

This process is time-consuming and prone to human error, leading to inconsistent communication and wasted administrative resources.

Pro tip: Automating appointment reminders saves staff time, reduces errors, and allows them to focus on other important tasks.

2. Customers forget appointments due to a lack of reminders

Customers often forget their appointments, which results in more no-shows. This leads to lost revenue and chaos in scheduling for businesses. 

Without reminders, customers miss their scheduled times, leaving businesses scrambling to fill the empty slots.

Pro tip: Sending automated reminders well in advance ensures customers are prepared and helps minimize no-shows.

3. Inefficient scheduling leads to wasted resources

When appointments are missed or rescheduled without proper reminders, businesses face scheduling inefficiencies. 

Empty time slots or overlapping appointments waste staff time and resources, which could otherwise be used more effectively to serve paying customers.

Pro tip: By reducing cancellations and optimizing schedules with SMS reminders, businesses can ensure resources are used efficiently and staff time is maximized.

How SMS appointment reminders work

SMS appointment reminders are an essential tool for businesses that rely on scheduled appointments. 

These reminders help reduce no-shows, simplify operations, and enhance customer satisfaction by providing timely notifications about upcoming appointments. 

There are two main types of SMS reminders: Automated and manual.

Automated SMS reminders are more efficient, cost-effective, and scalable than manual ones. They reduce human error, creating a smoother, more reliable workflow for businesses and customers.

How businesses can integrate SMS appointment reminders into their workflow

Integrating SMS appointment reminders into a business’s workflow can simplify operations and improve customer communication. Here's how businesses can get started:

• Step 1: Connect with scheduling software: Link your SMS reminder system with your booking platform to automate reminders when appointments are booked.
• Step 2: Customize reminder messages: Tailor the content of SMS reminders to include customer names, appointment details, and even personalized offers.
• Step 3: Set timing intervals: Choose when your reminders will be sent, such as 24 hours before the appointment and again a few hours before. This helps ensure customers are reminded at the right time.
• Step 4: Track performance: Track the performance of your reminders to fine-tune timing, frequency, and message content for better engagement.

By following these steps, businesses can easily integrate SMS appointment reminders into their workflow, saving time and reducing no-shows.

Key benefits of SMS appointment reminders

SMS appointment reminders are a simple yet effective way to boost operational efficiency. As a case in point, Denver Health sent over 250,000 reminders, achieving a 73% attendance rate for those who received texts compared to 66% for those who didn’t. This shows how SMS reminders can significantly improve appointment attendance.

Here are the key benefits that make SMS reminders essential for modern appointment management:

1. Reduces no-shows

Sending timely SMS reminders before appointments helps customers remember their bookings, significantly reducing the chances of no-shows. 

With clear notifications, customers are more likely to confirm or reschedule, ensuring businesses maintain a full schedule and reduce revenue loss.

Pro tip: Send a reminder 24-48 hours before the appointment and a final reminder 1-2 hours before. This two-step approach ensures customers have ample time to confirm or reschedule, reducing last-minute cancellations.

2. Enhances customer experience

SMS reminders provide a quick and convenient way for customers to stay informed about their appointments. 

By offering easy-to-read, actionable messages, businesses create a smoother, more enjoyable experience that meets customers' preferences for simplicity and efficiency.

A simple "Reminder: Your appointment is at [Time] on [Date] at [Location]" keeps things straightforward and easy to understand.

3. Optimizes resource allocation

With fewer last-minute cancellations and no-shows, businesses can better plan their resources, such as staffing and equipment, based on actual appointment schedules. 

This leads to more effective use of time, fewer idle periods, and improved overall efficiency.

Pro Tip: Analyze no-show patterns and appointment trends to adjust staffing schedules accordingly. For example, if you notice frequent cancellations in the afternoon, consider adjusting shift hours or offering incentives for customers to book in less busy periods.

4. Strengthens customer retention

Regular and reliable communication through SMS reminders helps foster trust and keeps customers engaged. 

When customers feel that businesses are organized and attentive, they are more likely to return for future appointments, increasing long-term customer loyalty.

Bonus: Personalize your SMS reminders with the customer's name or a thank-you message for choosing your business. This small gesture can make a big difference in customer loyalty and satisfaction.

5. Boosts revenue & brand reputation

By reducing no-shows and cancellations, SMS reminders directly contribute to higher attendance rates. More customers attending their scheduled appointments translates to increased revenue. 

Additionally, a consistent, reliable reminder system strengthens the brand's reputation for professionalism and customer care.

Insight: Consistent reminders allow businesses to highlight promotions or add-on services, increasing revenue opportunities during each appointment.

For e-commerce businesses looking to increase sales using SMS, read our guide on boosting sales with SMS reminders to learn how you can leverage SMS for higher conversions and customer engagement.

Best practices for effective SMS appointment reminders

When crafting SMS appointment reminders, the goal is to make sure your messages are clear, timely, and easy for your customers to act upon. Here are some key strategies to ensure your appointment reminders are effective:

1. Personalize the appointment reminder message

Personalization can significantly improve customer engagement. Addressing customers by name in text messaging reminders makes them feel valued and grabs their attention. 31% of consumers sign up for SMS to receive personalized messages, showing how effective tailored communication can drive better responses.

For example, instead of a generic reminder, try like this:

This personal approach shows customers that you value them, enhancing the overall experience and increasing the likelihood of them showing up.

Pro Tip: Add a personalized detail like past service preferences for an even stronger connection.

Bonus: If you want to improve payment collection processes with SMS, check out our guide on friendly payment reminders via SMS to further enhance your customer communication strategy.

2. Send at the right time

Timing is everything when it comes to appointment reminders. Sending reminders too early or too late can be ineffective, while well-timed reminders ensure better engagement. Here’s when you should send an appointment reminder:

• 24 hours before the appointment: A reminder the day before allows customers enough time to prepare and make adjustments if necessary.
• A few hours before the appointment: A last-minute confirmation reminder serves as a final nudge, ensuring the customer is still committed to the appointment.
• Follow-up messages post-appointment: After the appointment, send a quick thank you or feedback request. You can even encourage them to reschedule if needed, keeping the cycle of engagement alive.

Pro tip: Test different sending times to find what works best for your audience.

3. Provide clear appointment details

Provide all essential appointment details to avoid confusion. Be clear and concise. Include the exact date, time, and location of the appointment. 

This helps reduce no-shows due to unclear information. You should also mention what action the customer needs to take, whether it's confirming, rescheduling, or just showing up.

For example:

Bonus tip: Include a map link for your business location to make it easier for customers to find you.

4. Include a CTA

A strong call-to-action (CTA) is essential in your SMS appointment reminders. Make it as easy as possible for your customers to confirm or reschedule their appointments. 

Use clear instructions, such as replying with a simple "YES" to confirm or providing a link for rescheduling.

For example:

Pro tip: Use a clickable link for quick confirmation instead of just a phone number.

5. Compliance considerations

When sending SMS reminders, it's crucial to stay compliant with regulations such as the Telephone Consumer Protection Act (TCPA) in the U.S. and the General Data Protection Regulation (GDPR) in Europe. 

Always ensure that your customers have opted in to receive text messages from you and provide them with an easy way to opt out. This shows respect for their privacy and helps protect your business from legal issues.

For example:

Bonus tip: Include a brief note explaining why they’re receiving the reminder for full transparency.

By following these best practices, businesses can reduce no-shows and enhance the overall customer experience, making their appointment scheduling process efficient.

Plivo CX, a top-tier omnichannel customer engagement platform, simplifies SMS appointment reminders with automated scheduling, personalized messages, and real-time tracking. 

With advanced segmentation and AI-powered insights, businesses can reduce no-shows, optimize scheduling, and enhance customer satisfaction effortlessly.

Maximize appointment reminder efficiency and ROI with Plivo CX

Managing appointments efficiently and minimizing no-shows is crucial for any business. Traditional reminder methods, like phone calls or emails, often fall short and can be time-consuming, leading to missed opportunities and inefficiencies.

With Plivo CX, you can automate SMS appointment reminders that are timely, personalized, and impactful. Whether it’s a reminder 24 hours before an appointment or a last-minute confirmation, SMS appointment reminders ensure your customers are always informed and engaged.

Here’s why Plivo CX is the perfect go-to platform for appointment reminders:

• Customizable audience segmentation: Using the Audiences feature, you can segment your customer base by appointment history, preferences, or other key attributes.
• E-commerce integrations: Connect with e-commerce platforms such as Shopify, BigCommerce, WooCommerce, Magento, and more to send direct appointment reminders from your e-commerce system.
• Craft personalized reminders with Copywriter AI: Use our AI-powered Copywriter AI to generate personalized SMS reminders, tailored to the needs of your customers. Review, refine, and send the perfect message in just minutes.

• Engage with customers at the right moments: With Journeys, you can set up automated SMS reminders based on appointment schedules or customer actions. Plus, Plivo’s no-code interface lets you build and manage these workflows without needing technical expertise.
• Timely and optimized engagement: Schedule your SMS reminders to send before, during, or after the appointment, ensuring they reach customers at the ideal time, even across different time zones.

• Seamless appointment reminders: Automate SMS reminders based on appointment dates, customer behavior, or specific triggers, ensuring timely follow-ups that reduce no-shows.

Businesses using Plivo CX for appointment reminders report an average ROI of $71 for every $1 spent, along with a significant reduction in no-shows and improved scheduling efficiency.

With Plivo’s global carrier network, businesses can reduce SMS marketing costs by up to 70% while enhancing their appointment reminder strategy. 

Increase your booking efficiency, improve customer satisfaction, and drive better results with automated SMS reminders from Plivo CX.

Book a free demo today.

Getting customer feedback not only gives you the right insights to improve customer experiences and operations but also brings more credibility to your store. 

In fact, 91% of consumers read feedback regularly. So, having a product line with limited reviews becomes the first bottleneck in sales. 

To help you avoid such issues and boost operations, we will look at different types of SMS surveys you can run along with best practices for maximum response.

SMS feedback survey types (with sample feedback request message)

The most common types of SMS surveys are:

1. Abandoned cart SMS survey

Abandoned cart SMS surveys give good insights into what's affecting conversion rates in your business. 

More than 70% of online shoppers leave products in their carts. These shoppers are high-intent leads, and understanding what's preventing them from making a purchase is valuable data. 

To collect this data, you can drop a quick abandoned cart SMS survey with options to choose the reason behind the drop.

Sample abandoned cart SMS survey template:

Hi [Customer Name], [Product name] is waiting in the cart. What's holding you back? Reply 1 for Price, 2 for Long delivery wait time, 3 for Slow checkout, 4 for Just browsing, or 5 for Found Elsewhere. 

2. Post-purchase feedback SMS survey

Post-purchase feedback surveys help you assess customers' shopping experience. At least one in five customers drop products due to a complex checkout process. 

Conducting these surveys gives you regular insights into the current checkout process and how it can be further improved.

Sample post-purchase feedback SMS survey template:

Thank you for your recent purchase! We'd love your feedback on your checkout experience. Reply with a number: 1 for Smooth, 2 for Slow, or 3 for Poor. Your input helps us improve! 

3. Delivery feedback SMS survey

Delivery feedback SMS surveys gather customer feedback on the experience. 88% of US shoppers said that online retailers failed to meet their expectations at least once. Late deliveries are one of their primary frustrations. 

Conducting regular delivery feedback SMS surveys and improving the delivery experience is one of the first steps in becoming a trusted eCommerce store.

Sample delivery feedback SMS survey template:

Woohoo! Your product just arrived. Rate the delivery experience! Reply with numbers: 1 for Fast delivery, 2 for Delayed delivery, or 3 for Poor packaging. 

4. Product feedback SMS survey

A product feedback SMS survey helps to gather customer opinions about products delivered. It gives actionable data to improve your existing product, de-list the products that are getting poor feedback, and double down on what's catching up with customers. 

74% of consumers say it only takes up to three bad experiences with a brand for them to abandon it.  So, while customers are willing to give another chance, continuous poor product experience can lead to losing a customer. 

In that case, product feedback surveys become a goldmine to keep optimized inventory for products that are hitting a chord with customers. 

Sample product feedback SMS survey template:

Hi [Customer Name]! Your order [Product name] got delivered. Earn loyalty points by dropping a quick review: [Review Link].

5. Return and refund process feedback SMS survey

Return and refund process feedback SMS survey helps to identify bottlenecks in your return process. 

A Statista survey found that almost 80% of shoppers won't return to shop from a store that doesn't provide a good return experience. 

Continuously improving the return process is an integral part of running an eCommerce store. Gathering data from return and refund process feedback SMS surveys is the first step to doing that.

Sample return and refund SMS survey template:

Hi [Customer Name], Thank you for your recent return. On a scale of 1-5 (1=Very Dissatisfied, 5=Very Satisfied), how satisfied were you with the return process? Reply with 1-5.

6. Customer service feedback SMS survey

Customer service feedback SMS surveys are quick surveys sent to customers whenever they interact with customer service. It's a short survey to quickly gather how they would rate the interaction and quality of support they received. Good customer service support is one of the top drivers of customer loyalty. 

Tracking these survey numbers will help you identify how many customers are happy with the customer service and if customer support team members require additional training. 

Sample customer service feedback SMS survey template:

Hi [Customer Name], thanks for reaching out to [Company Name] support. How helpful was the interaction with our customer service executive? Rate from 1 to 5 (1=Not Helpful, 5=Very Helpful). Reply 1-5.

7. Net promoter score SMS survey

Net Promoter Score (NPS) SMS surveys are a quick way to gather an NPS score. NPS score is a metric used to gauge how likely customers are to recommend your brand to others. 

An NPS score higher than 30 indicates that your company is doing great and has far more happy customers than unhappy ones. An NPS over 70 means your customers love you, and your company is generating a lot of positive word-of-mouth from their referrals. The average NPS score for eCommerce brands is 52 in 2024. 

While you have multiple metrics to track as an eCommerce brand, an NPS score can be one of the most valuable metrics to work upon. 

Sample net promoter score SMS survey template:

Hi [Customer Name], on a scale of 0-10, how likely are you to recommend [Brand Name] to a friend? (0=Not Likely, 10=Very Likely) Reply with your score.

5 Best practices for SMS feedback surveys

Follow these best practices to ensure your surveys get maximum response: 

1. Ask one question at a time

Don't overload the survey with multiple questions. Have it within the character limit (160 characters) and with one question at a time. An ideal SMS is one that customers can read on the go. 

2. Offer an incentive

Offer incentives to customers for surveys requiring a considerable effort from customers. For instance, giving coupons to customers for writing elaborate reviews helps you in both ways. 

You build a credible store and acquire the next order from an existing customer at a relatively low marketing cost.

3. Brand your request

Customers should be able to quickly recognize that the SMS is from your brand. You can add a brand name at the beginning or end of the SMS or send it from a registered branded sender ID. 

4. Personalize the message

Include customer name, order number, and product name in the SMS so customers can easily identify which order the survey is about.

5. Send it at the relevant time

Send surveys at the right time within 24-48 hours of the relevant event. The following timing guidelines for different SMS feedback messages will help:

• Abandoned cart: Within two to four hours after abandonment
• Post-purchase: Within one hour of placing order
• Delivery: Within one hour of product delivery
• Product: Within 24 hours of product delivery
• Return and refund: 24 hours after return confirmation
• Customer service: Within one hour of interaction
• Net promoter score: After a purchase

An SMS marketing platform automates the entire process to help you send surveys at the right time based on customer interaction. 

Automate the feedback surveys with Plivo CX

Plivo CX simplifies the entire SMS survey processing for eCommerce businesses. Our no-code journey builder feature allows you to run SMS surveys on autopilot. Seamlessly integrate Plivo CX with Shopify and schedule automated SMS surveys using a simple drag-and-drop interface—no coding required.

Plivo CX Journey feature

Apart from the effective SMS survey creation, Plivo CX also supports:

✅Getting customers to opt-in

✅Segmenting subscribers

✅Creating campaigns with in-built templates and AI copywriter

✅Scheduling marketing campaigns with AI assistance

✅Launching ad-hoc campaigns with ease

✅Building reports of campaigns

You get a complete solution that complies with all industry and government regulations. Further, we do not rely on external carriers. Instead, we use our internal premium carrier network that ensures high deliverability. 

Our internal premium carrier network enables you to send messages to over 220 countries/territories with higher deliverability for as little as $0.0065. You can easily cut your SMS marketing costs by up to 70%.

Want to run SMS surveys seamlessly? Schedule a demo today to explore the powerful features of Plivo CX.