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What is SMS Pumping: Plivo’s Quick Guide
Learn about SMS pumping, the risks it poses to businesses, how fraudsters generate fake traffic to exploit them, and how to prevent it.
In the digital age, SMS remains a cornerstone for user authentication, particularly through One-Time Passwords (OTPs). However, this reliance has made businesses vulnerable to a growing threat: SMS pumping fraud.
What is SMS pumping?
SMS pumping, also known as Artificially Inflated Traffic (AIT) or SMS toll fraud, is a fraudulent scheme where attackers exploit SMS-based services to generate large volumes of fake traffic. This is typically achieved by:
- Automated Bots: Using bots to flood online forms with fake OTP requests.
- Premium Rate Numbers: Directing these requests to phone numbers that incur higher charges, often controlled by the fraudsters or complicit telecom operators.
The perpetrators profit by receiving a share of the revenue generated from these inflated SMS charges, leaving businesses to bear the financial burden.
Real-World Impact: The Twitter Case
A notable example of SMS pumping's financial impact is Twitter (now X). In 2023, Elon Musk revealed that the platform was losing approximately $60 million annually due to SMS pumping fraud. The scheme involved over 390 telecom operators worldwide, who were either complicit or negligent in allowing the abuse of SMS services.
How does SMS pumping work?
The process typically unfolds as follows:
- Targeting Vulnerable Endpoints: Attackers identify websites or applications that send OTPs via SMS.
- Flooding with Requests: Bots submit numerous fake requests, often using disposable or premium-rate phone numbers.
- Revenue Generation: Each SMS sent to these numbers incurs a cost, which is shared with the fraudsters.
This leads to significant financial losses for businesses, as they pay for messages that serve no legitimate purpose.
Signs Your Business Might Be a Target
Be vigilant if you notice:
- Unusual Traffic Patterns: A sudden spike in OTP requests, especially from unfamiliar regions.
- Sequential Number Requests: Multiple OTP requests to consecutive phone numbers, indicating automated bot activity.
- Low Conversion Rates: A high number of OTPs sent but a low rate of successful authentications.
Preventive Measures: Safeguarding Your Business
To protect against SMS pumping fraud, consider implementing the following strategies:
- Rate Limiting: Restrict the number of OTP requests per user or IP address within a specified time frame.
- Bot Detection: Use CAPTCHA or other bot detection mechanisms to prevent automated submissions.
- Geo-Blocking: Limit OTP requests to regions where your user base is located.
- Traffic Monitoring: Regularly analyze traffic patterns to identify and mitigate suspicious activities.
Plivo’s Solutions to SMS Pumping
Recognizing the growing threat of SMS pumping, Plivo is proud to offer two innovative tools, free of charge, designed to protect your business from fraudulent SMS traffic:
- SMS Pumping Protection for OTP Traffic: This solution is specifically built to safeguard your SMS API endpoints that handle OTP traffic. By detecting and preventing fraudulent OTP requests, it helps ensure your messaging services remain both secure and cost-effective. Read more about SMS Pumping Protection here.
- Fraud Shield for Verify Applications: Designed for applications leveraging Plivo’s Verify API, Fraud Shield delivers advanced fraud detection by analyzing traffic patterns, identifying anomalies, and blocking suspicious activities. This ensures your verification processes stay protected from abuse. Read more about Fraud Shield here.
Learn more about Plivo’s tools for combating SMS pumping by requesting a trial.
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RCS Marketing 101: Your Complete Guide
Discover how RCS marketing delivers rich, branded messages that drive engagement for your business.
SMS marketing works, but let’s be honest: it feels a bit outdated compared to modern apps.
But what if you could send rich, interactive messages with branded content, images, buttons, and carousels straight to your customers’ native messaging apps?
Rich communication services (RCS) makes that possible.
If you’re ready to explore how RCS marketing can transform your engagement strategy, this guide will walk you through everything you need to know. Let’s get started.
What is RCS marketing?
RCS marketing uses rich communication services to send interactive, branded messages through a customer’s default messaging app. It’s a modern upgrade to SMS that lets businesses share images, buttons, carousels, and more — all without needing third-party apps.
A user on Reddit summed up this perfectly:
RCS lets you send messages that are visually branded with logos and colors while remaining interactive. This turns static updates into an app-like experience inside a message.
This shift is part of a broader industry move, led by Google and backed by major mobile carriers, to upgrade messaging infrastructure and make RCS the default standard on Android devices.
As support continues to grow, businesses are adopting RCS as part of their customer engagement strategy. Platforms like Plivo make that adoption easier with a reliable, enterprise-grade gateway to deliver rich, reliable RCS campaigns at scale.
RCS vs. SMS marketing: A quick comparison
Marketers today are looking for ways to deliver more interactive and visual communication, and RCS is clearly leading the way.
While SMS still works well for simple alerts, it lacks the creativity and engagement that RCS marketing offers.
Let’s take a quick look at RCS vs. SMS marketing.
4 key benefits of RCS marketing
RCS marketing makes messaging feel more natural for both you and your customers. And since you can see what’s working and what’s not, it’s easier to pivot your strategy and get better results.
Here are its four key benefits.
1. Improved user interaction
One of the biggest advantages of RCS marketing is how seamless it makes the experience for your customers. Instead of typing out replies or clicking a link to open a website, users can just tap a button right inside the message.
Want them to book a demo, check order status, or browse products? It’s all possible with just a tap.
Fewer steps mean less effort, and that leads to more people following through. In fact, individuals spend up to 37 seconds engaging with RCS messages, which is a lot longer than most other types of mobile messaging.
That extra time and interaction can make all the difference when you’re trying to convert interest into action.
2. Consistent brand experience
RCS marketing doesn’t just tell people who you are — it shows them.
Verified business profiles help people know they’re getting messages from the real brand. Every message shows your brand’s logo, name, colors, and a checkmark. These small details make it clear that the message is coming from a genuine source.
This consistency matters because 88% of people are more likely to buy from a brand they trust.
3. In-depth analytics
With RCS marketing, you can track open rates, button clicks, and how people interact with each part of your message.
You get clear visibility into what’s working and where users are dropping off.
This makes it much easier to measure the return on investment (ROI) and fine-tune your campaigns. The more you understand how people engage, the better you can shape your messaging for results.
4. Higher conversion potential
RCS marketing makes it easier for customers to take action — whether that’s browsing products, booking a service, or making a purchase — all within the message itself.
With fewer clicks and no need to switch apps, the path to conversion feels effortless. And when it’s that easy, more people follow through.
For example, EaseMyTrip used RCS to run a post-COVID travel survey. They added quick-tap answer options and followed up with a thank-you coupon. The campaign saw a 4x higher click-through rate than email, 10x more survey completions, and a 2.7% increase in conversion rate.
5 major use cases of RCS marketing
Here are five major use cases showing how brands are using RCS marketing effectively.
1. Product promotions
RCS makes product promotions feel more like browsing a store than reading a message. Brands can send image carousels that customers can swipe through to explore new arrivals, check product details, and see what’s available without leaving their messaging app.
2. Abandoned cart reminders
The average cart abandonment rate is over 70%, which means most shoppers never make it to the finish line. RCS marketing can help bring them back by making the reminder more engaging and easier to act on.
You can send a message that shows exactly what they left behind, along with a clear button to complete the purchase. It’s visual, straightforward, and the entire experience stays within their messaging app.
3. Appointment confirmations and reminders
A PhD thesis from Manchester Metropolitan University found that forgetfulness is the most common reason people skip their appointments.
RCS makes it easier for both businesses and customers to stay on the same page. You can send a message that shows the appointment details along with a simple calendar view. Add buttons to confirm, reschedule, or cancel — all within the chat.
4. Customer surveys and feedback
Getting feedback is important, but most customers lack the time or patience to complete lengthy forms. RCS marketing makes it easier by allowing brands to ask short, targeted questions and receive quick responses.
Plus, the rich features of RCS let you include images, ratings, or multiple-choice options, making feedback feel more like a conversation.
5. Customer support follow-ups
After a support request is resolved, following up shows customers you care and helps close the loop on their experience. But if the follow-up message gets buried in an email inbox or goes unnoticed, that opportunity to connect is lost.
With RCS marketing, you can send a quick message to check if everything’s working fine. You can include helpful buttons like “Change Password,” “Manage Account,” or “Talk to Support.”
RCS marketing myths and realities
Despite RCS marketing’s growing adoption and proven results, some common misconceptions still hold businesses back from trying it. Let’s look at a few of the biggest myths and what’s actually true.
Myth 1: RCS marketing is too expensive
At first glance, RCS business messaging can seem like a pricey upgrade. Rich visuals, tap-to-action buttons, and branded layouts look premium, so it’s easy to assume they come with a hefty cost.
But cost alone doesn’t tell the full story.
What you get in return matters more. RCS drives significantly stronger engagement with higher click-through rates, increased interactions, and better overall outcomes.
Take Club Comex, the loyalty program of North American paint brand Comex. They sent two rich and interactive RCS campaigns to their members and saw a 10x higher click-through rate, which helped increase revenue by 115%.
That’s the value side of the equation. Better targeting and richer content mean more people click, engage, and convert.
Myth 2: RCS marketing doesn’t reach enough users to be worth it
This concern made sense in the early days of RCS, when adoption was still catching up. But the landscape looks very different now.
In June 2024, the 12-month growth of RCS users reached 36.3%, showing faster uptake than other messaging channels. More Android devices support RCS by default, and it’s being rolled out across more networks globally. Even Apple has announced support, which means RCS is on track to reach a massive number of smartphone users worldwide.
With that kind of growth and widespread support, the hesitation around RCS is starting to fade. Brands can confidently invest in RCS marketing knowing it will connect with more customers than ever before.
Myth 3: RCS gets treated like spam and ends up ignored just like emails
Unlike email, RCS messages appear directly in the user’s primary messaging app alongside personal conversations. They include rich media and interactive elements, making them more engaging and less likely to be ignored.
This creates a more natural, conversational experience that drives higher open and response rates than traditional marketing channels.
Why choose Plivo for your RCS marketing needs
With RCS, you can turn simple messages into rich, branded conversations that feel more like chatting than broadcasting.
Plivo gives you the tools to make that shift without the hassle. From verified messaging to smart automation, everything works together to help you connect better and respond faster.
When combined with AI Agents and a unified customer data platform, RCS becomes more than just messaging. You can deliver personalized experiences at scale, automate everyday interactions, and keep conversations flowing without lifting a finger.
Here’s what you get with Plivo’s RCS API:
- Real-time personalization: AI Agents tailor conversations using customer profiles and behavior triggers to improve engagement and conversions.
- Multi-channel fallback: If RCS isn’t supported, messages automatically switch to SMS to ensure delivery and maintain consistent communication.
- Conversational automation: AI Agents handle FAQs, process orders, schedule deliveries, and route complex queries within RCS.
- All-in-one messaging platform: Manage RCS, SMS, WhatsApp, Voice, and more from a single dashboard.
- Reliable performance: 99.99% uptime and global infrastructure keep your campaigns running smoothly.
With Plivo’s no-code tools, you can quickly launch AI-powered RCS messaging across channels and deliver a consistent customer experience from day one.
See how you can launch your first RCS marketing campaign with Plivo by requesting a demo today!
WhatsApp Agent Setup: How to Launch AI-Powered Conversations at Scale
Learn how WhatsApp agent setup works using Plivo to launch AI-powered, no-code agents that handle support, sales, and engagement at scale.
Your customers are on WhatsApp but are your agents?
If you’re still relying on manual replies, scripted chatbots, or email follow-ups, you’re leaving response time and revenue on the table.
The smarter path? AI-powered WhatsApp agents. They’re full-service, no-code agents that can resolve issues, qualify leads, and send personalized offers 24/7.
In this guide, we’ll walk you through WhatsApp agent setup using Plivo and understand how these agents help you automate conversations that convert.
What is a WhatsApp AI agent?
A WhatsApp AI agent is an automation designed to operate over the WhatsApp Business API. Unlike scripted bots, agents are built to understand intent, pull in context from your internal systems, and complete business tasks like answering account-specific questions or initiating transactions.
Plivo’s WhatsApp AI agents can be trained to use your brand voice, integrated with your CRM or helpdesk, and customized to handle specific use cases, such as subscription renewals, cart recovery, refund processing, or customer onboarding.
They are accessible through a no-code interface and support a multilingual, omnichannel customer experience across WhatsApp, SMS, RCS, and voice.
What you need before setting up your agent
To go live with a WhatsApp agent, you need:
- A verified Meta Business Account
- An active WhatsApp Business Account (WABA) tied to a phone number
- Pre-approved message templates for outbound communication
- WhatsApp Business API access through a business solution provider (BSP) (Plivo offers this natively)
- A platform to design, train, and manage agents (Plivo Agent Studio)
Also read: How to Create WhatsApp Message Templates: A Complete Guide
Optional but recommended integrations:
- CRM (like Salesforce, HubSpot, or Zoho)
- Helpdesk (like Zendesk or Freshdesk)
- E-commerce or billing tools (Shopify, Stripe, etc.)
Step-by-step: How to set up a WhatsApp agent with Plivo
Follow this step-by-step guide for a smooth WhatsApp agent setup with Plivo.
Step #1: Choose your primary use case and define agent scope
Don’t build a generic bot. Start with why you’re automating. This could be handling support queries, sending order updates, re-engaging inactive customers, or managing subscription renewals.
Plivo provides a library of prebuilt AI agents for common use cases like cart recovery, lead qualification, appointment reminders, and product recommendations. You can choose to use one as-is or customize it to fit your business process. Each agent is compatible with WhatsApp and designed to operate across channels as needed.
Step #2: Build the agent using Plivo’s no-code platform
Since your API access is already set up, you can begin building your agent in Plivo’s Agent Studio. This is a visual, drag-and-drop builder where you create conversation flows using blocks that represent actions, responses, conditions, and triggers.
You can structure your flow to respond to specific keywords, match customer intent, route inquiries to different departments, or escalate to a live agent when needed. Each step in the journey can include media-rich responses like buttons, product carousels, quick replies, and file attachments.
Beyond logic design, you can also configure fallback rules for when the agent is unsure, and add human handoff conditions to ensure escalations happen smoothly with full context transferred to the live agent.
This step allows you to fully customize the agent’s tone, workflow, and logic to reflect how your brand communicates.4
Step #3: Train your agent with AI
Plivo supports integration with internal systems like your CRM, order management platform, inventory tools, or helpdesk. This means your agent can access real-time customer data, past orders, preferences, and policies to deliver personalized responses.
You can also connect your knowledge base, including FAQs, SOPs, product documentation, or policy articles. These resources train the agent to respond accurately and contextually, without needing scripted answers.
For natural language understanding, Plivo gives you the flexibility to choose the AI model that powers your agent.
Step #4: Test, launch, and monitor your agent
Once your flow is built and trained, run controlled tests:
- Check for flow accuracy and intent matching
- Review how it handles incomplete or unclear inputs
- Test human handoff and see if the agent transfers the full context
Plivo’s real-time dashboard lets you:
- Monitor delivery, engagement, and satisfaction metrics
- Track where users drop off in conversations
- Identify areas to improve agent logic or content
- Compare campaign and agent performance across channels
After launch, your agent keeps learning. As more customers interact, you’ll gather insight to improve how it responds or what paths it offers.
Plivo is purpose-built for WhatsApp AI agent deployment
Plivo’s platform is designed to help you move from idea to live AI-powered engagement without requiring engineering support or external consultants. When you use Plivo for WhatsApp agent setup, you get:
- Access to prebuilt agents for sales, support, and engagement
- Intuitive no-code builder (Agent Studio) that puts you in control
- Deep integration with your business systems for real-time, contextual replies
- Support for the best LLMs on the market, so your agent is trained with intelligence
- Built-in compliance with WhatsApp’s policies and global data laws
- Unified interface to manage messaging across WhatsApp, SMS, RCS, and Voice
- Enterprise-grade infrastructure with 99.99% uptime and expert onboarding support
Automate outcomes with WhatsApp agent setup in Plivo
Smart WhatsApp automation starts with smart setup. With Plivo's no-code platform, you can automate customer conversations, boost sales, and scale support — all without a development team.
Plivo offers the tools to build agents that reflect your brand, the infrastructure to scale securely, and the intelligence to adapt with your customer needs.
Whether you're trying to cut support wait times, recover abandoned carts, or drive upsells through personalized outreach, a well-built WhatsApp agent can make it happen, and Plivo makes it achievable.
Ready to get started? Request a free trial today!
The Definitive Guide to Automating WhatsApp for Business
Learn how WhatsApp automation can simplify customer communication and scale operations. Know about its key benefits and use cases. Get started today.
Remember when WhatsApp was just a simple messaging app? Launched in 2009, it was a tool for friends and family to stay in touch.
Fast-forward to today, and WhatsApp has become a global powerhouse with over 3 billion monthly active users. Businesses worldwide leverage WhatsApp to connect with customers, share updates, and provide support.
Many businesses struggle to keep up with the growing volume of customer messages on WhatsApp. Manually handling inquiries, sending updates, or following up on leads can quickly become overwhelming and inefficient.
This is where WhatsApp automation steps in.
By automating repetitive messaging tasks, businesses can reduce manual workload, respond faster, and deliver more personalized, timely communication.
In this article, we'll explore what WhatsApp automation is, why it's essential for modern businesses, and how you can implement it to improve customer engagement and operational workflows.
What is WhatsApp automation?
WhatsApp automation is the use of technology to automatically send and manage messages on the platform, especially for business and customer engagement purposes.
It doesn’t require human intervention for every interaction. As a result, businesses can handle customer inquiries, deliver updates, and engage with prospects efficiently.
With WhatsApp business automation, you can:
- Auto-respond to FAQs and reduce ticket volume.
- Reduce customer support load with proactive messaging.
- Route complex support queries to live agents only when needed.
- Send order confirmations and delivery updates automatically.
- Share return instructions based on customer actions.
- Run re-engagement campaigns with smart timing.
- Integrate with Shopify, Magento, and more for real-time updates.
- Trigger workflows from CRMs or e-commerce platforms.
- Keep messaging compliant with auto opt-outs and logs.
Here’s a breakdown of the three main types of automated messaging on WhatsApp:
Key benefits of WhatsApp automation
By automating routine tasks, WhatsApp can help your business stay responsive and consistent across customer touchpoints. Here’s how it can benefit your business:
Reduce manual workloads and response times
When you automate WhatsApp interactions, every department, from marketing to customer service, runs more smoothly.
By automating routine tasks like order updates, FAQs, and customer inquiries, businesses can significantly reduce the manual effort required.
This means your team spends less time on repetitive tasks and more time focusing on high-priority interactions.
Increases the scalability of customer interactions
As your business grows, the number of customer interactions increases. Automation allows you to scale communication efforts without hiring additional staff or losing the personal touch.
Whether you're dealing with 50 or 5,000 customers, automated responses ensure that each inquiry is handled swiftly and consistently.
Enhances customer experience through personalization
Automated WhatsApp messages can be personalized based on customer data, creating a more relevant and tailored experience.
From addressing customers by name to offering product recommendations based on past purchases, personalization makes customers feel valued. This leads to higher engagement rates and improved loyalty.
Cost-effectiveness compared to manual processes
WhatsApp automation eliminates the need for large customer support teams and reduces the time spent on repetitive tasks.
This saves on operational costs and also leads to a more efficient allocation of resources.
5 popular use cases of WhatsApp automation across industries
Businesses everywhere are finding new ways to use WhatsApp automation. Here are five popular examples:
1. Customer support
Automating common FAQs and routine inquiries on WhatsApp helps customers get instant answers anytime. This reduces the number of tickets support teams have to handle, letting them focus on more complex problems.
2. E-commerce operations
Order confirmations, shipping updates, and delivery notifications keep customers informed every step of the way. Automating returns and collecting feedback via WhatsApp speeds up these processes and improves customer satisfaction.
3.Marketing and lead nurturing
Automated lead follow-ups ensure timely, consistent engagement with prospects, boosting conversion chances. Also, you can use personalized re-engagement campaigns to help bring back inactive customers with offers or updates tailored to their interests.
4.Event management and invitations
Automated WhatsApp invites, updates, and follow-ups keep your audience informed and engaged, boosting the attendance rate. This helps you stay connected and make every event a success.
5.Appointment scheduling and reminders
Timely reminders help customers remember appointments, reducing cancellations and improving the overall experience. Automation makes scheduling easier and more efficient for both businesses and customers.
Step-by-step guide to implement WhatsApp automation for your business
To successfully implement WhatsApp automation, follow these key steps that cover planning, setup, and optimization.
Step 1: Define your use cases and goals
Start by identifying which business functions, such as order updates, customer support, or lead follow-ups, will benefit most from automation.
Set clear, measurable goals like:
- Reducing response times
- Lowering manual workload
- Boosting customer engagement
This will guide your automation strategy and help you track success.
Also, ensure compliance from the start. WhatsApp requires businesses to obtain explicit customer opt-in before sending messages. To stay compliant:
- Use clear, transparent language when requesting consent.
- Collect opt-ins through channels like website forms, checkout flows, or click-to-chat ads.
- Log and manage consent within your systems for audit readiness.
Data privacy and compliance are essential for building trust and maintaining long-term customer relationships.
Step 2: Choose the right WhatsApp business API provider
Select a platform that fits your specific needs. Look for features like:
- Robust CRM integrations
- Audience segmentation
- Flexible automation workflows
These capabilities simplify your communication and scale your efforts efficiently.
Make segmentation a priority, use tagging and grouping strategies to target the right customers with the right messages.
With smart tagging and grouping, you can:
- Deliver personalized messages
- Engage the right people at the right time
- Improve conversion and retention
Step 3: Set up your WhatsApp business account
You must set up a verified WhatsApp Business account to use WhatsApp for automated messaging. This includes:
- Registering your business name and details.
- Verifying a dedicated phone number.
- Getting approval from Meta to use the WhatsApp Business API.
This ensures that your business is recognized as a legitimate sender.
Your WhatsApp API provider will typically assist with onboarding, including submitting documentation and setting up the technical aspects.
Some platforms also offer pre-built tools to help you manage mobile number registration, display name approval, and message template submissions.
Step 4: Create and submit message templates
Start by designing message templates for everyday customer interactions, such as:
- Promotional messages (e.g., limited-time offers)
- Transactional updates (e.g., order confirmations, delivery alerts)
- Support messages (e.g., ticket updates or issue resolution)
Each template must follow WhatsApp’s formatting and content policies.
Once your templates are ready, submit them through your WhatsApp API provider for Meta’s approval. Only approved templates can be used for proactive messaging.
Step 5: Build automation workflows
Now that your account and templates are ready, it’s time to connect WhatsApp with the rest of your tech stack. Integrate with:
- CRM systems (to access customer data)
- Support tools (for query management)
- E-commerce platforms (to track orders and actions)
Use event-based triggers, like a new order, a cart abandonment, or a support ticket, to automatically send relevant messages.
Additionally, plan for human fallback. Automation can’t handle everything. Build intelligent workflows that escalate to a human agent when:
- A customer requests help
- The query is too complex
- Sentiment detection flags a negative experience
This keeps your support experience smooth, responsive, and frustration-free.
Step 6: Test, launch, and optimize
Start with a pilot campaign to ensure everything runs smoothly.
Track key metrics:
- Response time
- Open rate
- Conversion rate
Use these insights to refine your workflows, improve message content, and adjust targeting.
Best practices for WhatsApp automation
Following some proven best practices is essential to get the most out of WhatsApp automation. Here’s what you need to know:
Tips for optimizing messaging frequency and timing
To keep your audience interested, it's vital to message thoughtfully and strategically. Here are some quick tips:
- Avoid over-messaging to prevent unsubscribes.
- Use analytics to identify when your audience is most active and receptive.
- Space out messages to keep it natural.
- Monitor response rates and adjust based on customer behavior and feedback.
Leverage data analytics for campaign performance
By tracking metrics such as open rates, click-through rates, and response times, you gain valuable insights into what works and what doesn’t. Use this data to refine your messaging, target relevant audience segments, and optimize timing.
Regularly reviewing analytics helps you make informed decisions that boost engagement and drive better results over time.
Compliance and customer privacy protection
To protect your customers and stay compliant, focus on these key areas:
Enhance customer communication with Plivo’s AI WhatsApp automation
The growing demand for instant, tailored communication on WhatsApp puts pressure on businesses to respond quickly. Customers expect fast, personalized replies around the clock, and doing this manually often leads to delays, inconsistent service, and missed opportunities.
Finding a way to scale these conversations efficiently is critical for businesses looking to stay competitive.
That’s where Plivo comes in, an industry-leading omnichannel platform that automates and personalizes WhatsApp conversations, delivering timely responses at scale.
By leveraging Plivo’s WhatsApp AI agents, businesses can manage a wide range of customer communication tasks, from pre-sales inquiries to post-purchase support, without increasing their team size.
Here’s how Plivo can enhance your customer communication:
- Brand-aligned AI agents: You can customize the AI agents to reflect your brand’s voice, tone, and style. This makes all customer interactions align with your brand’s identity and deliver a personalized experience.
- AI customer service agent: Plivo’s AI agents work around the clock, ensuring your customers receive timely responses, regardless of the time zone. These agents process orders, resolve support issues, and answer questions.
- Natural, human-like conversations: With AI agents, you can engage in context-aware conversations, mimicking human interactions. They remember customer preferences and history to provide relevant responses like a human agent would.
- Simple, volume-based pricing: Plivo charges a flat fee per conversation rather than per message, making costs predictable and scalable. Volume discounts are available to lower your total spend as your messaging needs grow.
- Built-in compliance: Plivo ensures compliance with GDPR, HIPAA, PCI DSS, ISO 27001, and SOC 2 standards.
- Guaranteed message delivery with fallback options: The platform delivers billions of messages annually and uses SMS and voice fallback channels to ensure your customers always receive important communications.
- 24/7 availability: Plivo's AI agents provide instant, 24/7 assistance, answering questions, processing orders, and resolving customer issues.
- Multilingual support: With support for 70+ languages, Plivo’s AI agents can engage with customers globally and offer a multilingual customer service experience.
- E-commerce platform integrations: Integrate seamlessly with popular e-commerce platforms like Shopify, BigCommerce, WooCommerce, and Magento to deliver a unified customer experience across all touchpoints.
With Plivo’s vast carrier network spanning over 220 countries, businesses can significantly cut SMS costs by up to 70% while achieving threefold returns on investment.
Many companies using Plivo CX have experienced remarkable results, earning an outstanding $71 for every dollar invested in their SMS marketing efforts.
Book a free demo today and see how Plivo’s AI WhatsApp agents can change your customer communication strategy.
All about Telecom Fraud and How to Combat It
Telecommunication fraud: Learn about the types of telecom fraud and effective strategies to combat it. Protect your business and user information, partner with a reliable service provider like Plivo today!
Telecommunications fraud costs billions of dollars each year — estimates put global losses from telecom fraud between $25-40 billion annually — and every business is a potential victim. That’s because every organization uses telecom services — voice calls, SMS, even website click-to-call — which means they’re targets for sophisticated criminals looking to exploit vulnerabilities and rack up unauthorized charges.
Types of telecom fraud
What constitutes telecom fraud? There are many common types of telecom scams.
- SMS pumping: This involves sending high volumes of SMS messages to premium rate numbers owned by the fraudster. They make money off the interconnect fees paid by the operator.
- International revenue share fraud (ISRF): Fraudsters hack into business PBX systems or cloud services and make expensive international calls that terminate on high tariff destinations. The revenue is shared between fraudsters.
- SIM box or SIM farm fraud: This uses SIM boxes with multiple prepaid SIM cards to terminate international calls as local calls, bypassing international rates.
- Subscription fraud: Getting postpaid connections using fake identities to make calls and default on payments.
- PBX hacking: Gaining access to enterprise phone systems to make unauthorized calls.
- Robocalls: Illicit robocalls may use your numbers without your consent, harming brand reputation.
Telecom fraud prevention
Fighting fraud takes the combined efforts of governments, carriers, cloud providers like Plivo, and businesses. A number of tools and techniques are available from each of these entities to detect and mitigate telecom fraud.
✔ Government measures
At the government level, in the last couple of years we’ve seen a mandate for the use of the STIR/SHAKEN framework for caller ID authentication to verify originating numbers and identify spoofed calls in the US and Canada. Information from STIR/SHAKEN gives individuals more information about whether they should pick up an incoming call.
Governments can take other measures as well. In addition to making it harder to spoof phone numbers, the UK government plans to ban cold calls on all financial products, and ban SIM farms, which criminals use as a way to bypass legitimate communications platforms to send thousands of scam texts at once. In India, officials are working on a bill to mandate that the identity of a person sending a message or calling be visible to the receiver irrespective of the platform used for communication.
✔ Carrier measures
At the carrier level, US carriers have mandated businesses register their brands and use 10-digit long codes (10DLC) for application-to-person texting over long codes — regular 10-digit phone numbers. Similarly, toll-free numbers must be verified before being used for texting, and short codes have to meet carrier-mandated conditions when they’re set up. All of these measures are designed to mitigate unwanted robocalls.
Carriers have several other tools at their disposal.
- Real-time fraud management, in which carriers use AI and ML to analyze call patterns and identify fraud immediately through rule-based scoring.
- Fraud analytics, which uses historical data to identify fraud trends, high-risk periods, and fraud hotspots through geospatial analytics.
- Blockchain, in testing now by some operators, may provide immutable caller ID verification between networks.
✔ Service provider measures
Cloud providers help combat fraud by offering geo permissions to disable call routes to countries and regions in which a business has no presence, thereby avoiding potential ISRF. Plivo, for instance, lets you filter calls to specific countries and continents, and block high-risk voice network groups.
Service providers also offer tools businesses can use to lower the risk of fraud. Two-factor authentication (2FA) is a critical tool for keeping unauthorized individuals out of company accounts and away from company resources.
✔ Customer measures
As a business you can adopt several practices on your own to counter telecom fraud:
- Work with telecom providers to implement STIR/SHAKEN caller authentication and trace back spoofed calls originating from your numbers.
- Use CAPTCHA as appropriate to deter bots from exploiting systems.
- Conduct regular dark web scans to check whether any numbers you use are being sold to scammers.
- Deploy tools to block high-risk traffic identified through telecom fraud analytics.
- Have your application server or content delivery network set rate limits by user, IP address, or device identifier, to prevent sending more than 1 message per n seconds to the same mobile number range or prefix. You can also limit call duration or the number of concurrent calls.
- Monitor customer complaints about receiving robocalls/spam from your numbers.
- Require 2FA for all account and data access. Confirm users’ email addresses and/or phone numbers before enrolling them in 2FA.
- Audit telecom invoices frequently for unusual spikes.
✔ Individual awareness
All of those techniques can cut the risk of fraud for businesses and limit risks for their customers as well. However, individuals still have to stay alert and cautious to avoid being targeted by fraud that slips past all of the defenses. Number spoofing may be the most common scammer technique, in which fraudsters mimic legitimate numbers to socially engineer victims. Advanced telecom analytics solutions can help detect unusual calling patterns associated with these scams, providing an additional layer of protection.Another is Wangiri fraud, where scammers call phone numbers and hang up after one ring to bait recipients into calling back premium rate numbers. The more cautious your customers are, the less likely they are to become victims of telecom fraud.
Stay safe out there
Telecom fraud has been around for about as long as the telephone itself. As calling technology changes and evolves, so do scammers’ techniques. Businesses need to take advantage of layered fraud prevention provided by governments and carriers and continuously refine their own anti-fraud practices. With proactive participation from the business side, carriers can often trace, flag, and block fraudulent telecom activity being conducted over your platforms and numbers.
Plivo is committed to complying with all national and carrier regulations and best practices reducing telecom fraud. Our goal is to help you keep your customers safe from phone scams while controlling unauthorized telecom charges.
Drive Engagement with Political Texting: Examples, Benefits, and Best Practices
Political text messaging examples: Boost engagement through political texting. Explore real-world political text message examples, highlighting their benefits and proven best practices.
Today, political engagement is no longer limited to print and broadcast channels. With the rise of mobile technology, SMS campaigns have proven to be a powerful tool for driving political participation.
Benefits of political text messaging
Using SMS as a communication medium offers several advantages for political organizations. Firstly, it allows for direct and instantaneous contact with potential voters, reaching them wherever they are. Whether you use them for sharing campaign updates, fundraising appeals, or mobilizing supporters for events, SMS messages provide an efficient and effective means of communication.
Secondly, SMS messages have a high open rate, ensuring that your political message gets seen. Unlike emails or social media posts that may go unnoticed, text messages are typically read within minutes of delivery. This high open rate increases the likelihood of your campaign message reaching its intended audience and driving engagement.
Lastly, by leveraging an SMS API from a trusted cloud communications provider, political campaigns can scale their efforts and reach a wider audience. An API allows for automated message sending, enabling campaigns to reach thousands or even millions of voters simultaneously. This scalability is especially crucial during election campaigns, where timely and targeted communication is essential.
Successful text message campaign examples
To understand the power of SMS campaigns, let’s explore some successful examples.
- Mayoral campaign: One notable campaign comes from a mayoral candidate who utilized an SMS API to engage with voters. The candidate sent personalized messages to registered voters, highlighting their campaign promises and encouraging them to participate in local events. By leveraging SMS, the candidate was able to track the responses and engagement levels, allowing for data-driven decision-making and targeted follow-up communication.
- Statewide ballot initiative: A campaign used SMS messages to educate voters about a proposed ballot measure and mobilize support. Through a series of informative and persuasive texts, the campaign was able to reach a broad audience and generate widespread awareness. The SMS API provided the necessary tools to track voter sentiment and adjust the campaign’s messaging and strategies accordingly.
- Presidential campaign: A presidential candidate utilized an SMS API to engage with supporters across the country. By sending personalized messages with updates on campaign events, policy initiatives, and volunteer opportunities, the campaign was able to mobilize a vast network of dedicated supporters. The SMS API’s tracking capabilities allowed the campaign to measure engagement levels and adjust messaging strategies accordingly.
- Local election campaign: A local election campaign used an SMS API to target undecided voters in key districts. The campaign sent persuasive texts highlighting a candidate’s qualifications, policy positions, and endorsements. Through the API’s segmentation capabilities, the campaign was able to tailor messages based on voter demographics, increasing the effectiveness of the outreach efforts.
- Advocacy campaign: An advocacy group utilized an SMS API to rally support for a specific cause. By sending informative texts that highlighted the issue, provided resources, and encouraged supporters to contact their representatives, the campaign was able to generate significant grassroots mobilization. The SMS API’s analytics allowed the organization to track the impact of their messaging and adjust their strategies accordingly.
These examples demonstrate the versatility and effectiveness of SMS campaigns in political engagement. By leveraging an SMS API, campaigns can create personalized, targeted, and trackable messages that resonate with voters, ultimately driving increased engagement and support.
Best practices for creating effective SMS campaigns
Creating effective SMS campaigns requires careful planning and execution. Here are some best practices to keep in mind:
- Opt-in only: Federal, state, and local regulations control how you can and can’t use text messaging in campaigns, and telecom carriers have their own regulations too. Before you start, find out how to comply with text messaging requirements.
- Segment your audience: Divide your voter database into segments based on demographics, interests, or previous engagement levels. This allows for more personalized and targeted messaging, increasing the likelihood of engagement.
- Craft clear and concise messages: SMS messages have character limitations, so make every word count. Use clear and concise language to convey your message effectively.
- Include a call to action: Prompt your recipients to take action, whether it’s visiting a campaign website, attending an event, or donating. Including a clear call to action increases the likelihood of engagement.
- Timing is key: Consider the best time to send your messages to maximize open rates. Avoid late-night or early morning messages that may disrupt recipients’ sleep.
- Test and optimize: Continuously test different messaging strategies, timing, and calls to action to optimize your campaign’s effectiveness. Use the SMS API’s analytics to track engagement levels and make data-driven adjustments.
Scale your political texting with an SMS API provider
Implementing an SMS API for political engagement is a relatively straightforward process. First, you need to choose a trusted cloud communications provider that offers an SMS API service.
The pricing and features of SMS API for political campaigns vary among cloud communications providers. Choose a provider that offers a pricing structure and features that align with your campaign’s needs.
As for features, an ideal SMS API for political campaigns should offer message personalization, automation, analytics, and integration capabilities. These features enable campaigns to create targeted messages, automate their outreach efforts, track engagement, and integrate the SMS API seamlessly into their existing campaign infrastructure.
When evaluating different providers, consider your campaign’s anticipated SMS volume, budget, and desired features to make an informed decision.
SMS campaigns offer a powerful and effective means of driving political engagement. By leveraging successful text message campaign examples and following best practices, political organizations can create impactful SMS campaigns that resonate with voters and drive meaningful engagement.
Visit our guide on how to comply with political text messaging requirements in US elections for more details on how to get started with Plivo.
Get Extra Value from Your IVR Menu with PreAnswer
Maximize the efficiency of your IVR menu with the powerful PreAnswer feature. Discover how PreAnswer can enhance customer experience, reduce wait times, and provide valuable information upfront.
One time you can be sure to have your customers’ attention is when they call you. Many callers spend a few moments on hold on their way to getting their questions answered. Don’t waste those precious seconds — use them wisely by giving callers information they can use.
It’s a rare business nowadays that keeps a human receptionist on the payroll to answer customers’ phone calls. Instead, most companies use interactive voice response (IVR) — automated technology that speaks a menu of options and lets users make choices by speaking or pressing a phone keypad key.
Plivo makes it easy to create an IVR menu tree in a couple of ways. Our PHLO visual workflow design tool lets you drag components onto a canvas and use them as building blocks for your menu tree; we wrote a blog post that walks you through the process. Or you can write an IVR menu with your favorite SDK and Plivo XML documents. It’s not drag-and-drop, but it’s pretty easy — and it’s what you need to do to take advantage of this tip.
From IVR to OIC
When you forward a call to an extension, sometimes it gets queued up waiting to be answered. If you had a customer’s attention, even if just for a few seconds, what would you communicate to them?
PreAnswer lets you specify what happens after a call is transferred but before it’s picked up. Some companies squander those seconds playing inoffensive music. But there are better possibilities.
For instance, suppose you’re a restaurant and you have a daily special, or maybe you’re a retailer with a one-day sale. You can put text that describes the deal into a file that your application can open and read out using text-to-speech.
Or suppose you’re transferring a call to a department that gets the same questions over and over. You could record answers to common questions and play them to callers. If you answer a customer’s question with recorded information they’ll hang up satisfied, and you’ll have freed up an employee’s time.
Tech specs
Here’s how it works on a technical level. Plivo lets you control call flows with XML code. The PreAnswer XML element lets you embed any of three other elements:
- Speak plays specified text using text-to-speech. The Speak XML element tells Plivo to generate spoken audio, powered by Amazon Polly. We support 27 languages and more than 40 voices, and by using Speech Synthesis Markup Language (SSML) you can control pronunciation, pitch, and volume to make the spoken words sound more natural and less machinelike.
- Play plays audio in MP3 or WAV format.
- Wait waits silently for a specified number of seconds.
When you forward a call, you can specify the PreAnswer element with an embedded Speak or Play element.
Speak friend and enter
Here’s a little Python code that shows how to use the Speak element. Suppose you put the messages you want spoken in a text document called speak_input.txt:
Thanks for being patient. To compensate you for your time on hold, we’re offering a 50% discount on a yearly subscription. Use the discount code “hold50” when you sign up. Someone will be with you shortly.
This code opens that file, reads the text, and adds it to the Speak element.
Play on words
Alternatively, you could record your message (in this example in a file called sales_discount.mp3 that lives on Amazon S3) and use the Play element.
Wait a moment
Sometimes you might want a few seconds of silence before you speak or play a message. This code uses the Wait element to pause for 10 seconds.
What should you use PreAnswer time for? That’s up to you. Here are some possibilities.
- Provide an estimate of how long people will spend on hold.
- Remind people that they can find answers in your online support pages.
- Present special offers.
- Share company news, or if you’re a financial institution maybe share stock market news.
Get creative
Of course you can choose a safe, boring message: “Thanks for calling our support line. We appreciate your business. Calls are answered in the order received.” You could even use bland “elevator music.” But given all of the more valuable possibilities, we suggest you get creative and take advantage of those fleeting moments of your callers’ attention.
Introducing Zentrunk Number To Trunk Mapping via API
Plivo’s Zentrunk now offers number to trunk mapping via API. Read to know more about Zentrunk’s enhanced call routing efficiency, and flexibility for a seamless communication.
Zentrunk, Plivo’s SIP trunking service, offers fast setup, instant number provisioning, exceptional voice quality, and pay-as-you-go pricing. Users manage Zentrunk from the same Plivo console they use for our SMS API and Voice API — but we’re now adding new ways of managing Zentrunk functions programmatically to help customers streamline their workflows.
Until now, Zentrunk customers would log in to the Plivo console to map phone numbers to inbound trunks. Managing a large volume of numbers and trunks could become cumbersome and time-consuming.
To address this issue, Plivo has enhanced our Number API to allow mapping numbers to SIP trunks. You can now use the AccountPhoneNumber object and pass an inbound trunk ID as an application ID to map a number to an inbound trunk. For all of the technical details, see our API reference documentation.
Using the API lets Zentrunk customers automate mapping of numbers to inbound trunks programmatically, allowing businesses to manage large volumes of numbers and trunks efficiently. Using the developer-friendly API saves time and effort when mapping multiple numbers to trunks and minimizes the chance of human error. The mapping process in Zentrunk is now consistent with the same process in our SMS and Voice APIs, making for a smooth and unified experience across the platform.
The new mapping capabilities join our other recently announced Zentrunk APIs: the Trunk Properties API, which lets businesses create, modify, and update their SIP trunk configurations programmatically, and the Call Object API, which lets users retrieve Zentrunk call details records (CDR).
All of the new Zentrunk APIs are designed to enhance the user experience for Zentrunk administrators. And it must be working — global media company TMC named Zentrunk a 2023 Communications Solutions Product of the Year. To see how well SIP trunking can work for your organization, sign up for a free trial today.
Keeping Your Data Safe: Our Ongoing Commitment to Security
Renewed SOC 2 Type 2 & PCI DSS compliance: Your data's safety is our unwavering commitment. Discover Contacto's ongoing dedication to security.
Keeping Your Data Safe: Our Ongoing Commitment to Security
We know security is top of mind for many people today. At Contacto, protecting your information is our highest priority. We want to earn your trust when it comes to keeping your data safe. We’re pleased to share that we’ve renewed our SOC 2 Type 2 certification, which incorporates controls relevant to HIPAA compliance. We’ve also renewed our PCI DSS certification to keep payment information secure.
Validating our security practices
SOC 2 Type 2 Certification
As a Contact center as a service (CCaaS), maintaining trust means stringent security controls on sensitive customer information. This year we renewed our SOC 2 Type 2 certification, which validates our security processes to meet strict industry standards over time. Specific areas covered include:
- Regular communication of changes to customers
- Robust internal access control to production environments
- Thorough system monitoring and ongoing risk assessments
- Reliable disaster recovery, data backup measures, and system availability
- Responsive system and security monitoring and incident response processes
- Effective employee onboarding and termination processes
These controls continue to evolve as we maintain the privacy and security of customer data and perfect our security systems.
HIPAA Compliance: A Shared Responsibility
For healthcare clients, we provide HIPAA business associate agreements (BAA) to ensure the safeguarding of sensitive patient information in line with healthcare regulations. While our SOC 2 report encompasses controls pertinent to HIPAA, achieving full compliance is a shared responsibility, necessitating both Contacto and our clients to diligently uphold their respective roles.
PCI DSS Compliance: A Shared Responsibility
For customers processing credit card payments, we comply with the Payment Card Industry Data Security Standard (PCI DSS) to protect sensitive payment data through encryption, access controls, and regular external auditing. Customers must also use our systems properly when processing payments to maintain PCI compliance.
Security as an ongoing effort
While compliance certifications are important, we don’t view security as just a box to check. Our team is dedicated to continuously strengthening protections through more advanced systems, employee training, and industry best practices. We’ll keep you updated on our progress.
We’re proud of our team’s hard work over the past year, and we’ll continue striving toward more robust security measures and accreditations in the future.
You can read more about our renewed SOC 2 Type 2, PCI compliance, our security measures, and how we’re continually protecting your data on our security page.
Your security is always our top priority. We appreciate your trust in us.
A Tour of the Plivo Console: Phone Numbers
A menu-by-menu look at renting and managing phone numbers via the Plivo console.
We’ve just about concluded our top-to-bottom tour of the Plivo console. The only major area we haven’t visited is Phone Numbers, the sixth icon on the main console menu. Clicking on that number-sign icon brings up a list of numbers rented by your account along with a button that allows you to rent more.
Eagle-eyed readers will note that the button you click to rent numbers says Buy Number. Tomato, tomahto — you get the exclusive use of the number, for which you pay a monthly fee that varies by country.
Clicking on any individual number on the list brings up a screen with detailed information about it, beyond the summary displayed on the list screen.
Renting a number
Clicking the Buy Number button takes you to a screen where you can search for the kind of number you want in any of the countries in which Plivo rents phone numbers.
When you’ve ticked the selection criteria and clicked Search, Plivo displays a list of numbers that meet your criteria. Next to each is a Buy Number button that you can use to add the number to your roster of active numbers.
The first list displayed on the Phone Numbers screen is all the active numbers rented to your account. Other available lists show pending, unrented, and port-in numbers.
- Some countries regulate phone numbers and require that information be submitted to a regulatory authority before they can be rented. Such numbers are marked pending until a compliance application is submitted and accepted. You can fill out a compliance application by clicking on the appropriate menu item under Phone Numbers.
- Unrented numbers are, as you’d expect, ones which you no longer rent.
- You can port a phone number from another provider in to Plivo. Numbers in the port-in process appear on this list.
All three lists let you click on a number to see additional information about it.
The Rental Summary page shows an itemized list of all phone numbers you’re renting.
Bring your own carrier, bring your own number
Another menu item lets you bring your own carrier. You can also bring your own number to Plivo. With this feature, you can specify numbers rented from external carriers. After you bring them to Plivo, you can use them just like numbers you rent from us — for example in PHLO workflows.
The only item under Phone Numbers that we haven’t touched on yet is Sender ID. Not all countries use sender IDs; the US and Canada are two that don’t. Among the countries that do use them, regulations concerning sender IDs vary. You can whitelist your account for sender IDs from this menu.
Console tour: complete
If you found this post helpful, you should take a look at the other stops on our console tour: the SMS, Voice, Number Lookup, and Zentrunk menus.
The console menu contains a few additional choices we haven’t stopped on. You can click on Documentation, Support, Billing, and Account and poke around yourself. You can also click on PHLO to get a look at our Plivo High-Level Objects visual design studio, which we’ve documented elsewhere.
Boost Your Business Efficiency with Automated Text Messaging Solutions
Discover how automated text messaging can transform your business communication. This guide covers benefits from boosting customer engagement to streamlining internal comms.
In today’s fast-paced business environment, effective communication is key to staying ahead of the competition. One powerful tool that businesses can leverage is automated text messaging solutions, which provide a seamless and efficient way to communicate with customers, employees, and suppliers, leading to improved productivity and customer satisfaction.
What is text message automation?
Text message automation allows businesses to send personalized messages to individual or bulk recipients without manually typing and sending each message. SMS automation is ideal for sending appointment reminders or promos and discounts, boosting customer engagement, and sending shipping or delivery notifications.
Imagine this: You're hosting a limited-time offer to members of your loyalty program. The message is written and ready to go — but during a busy morning schedule, the “sale starting now” alert text never gets sent. SMS automation eliminates this communication gap. Plus, SMS automation is usually integrated with existing SMS solutions, adding convenience without additional costs.
Benefits of using automated text messaging for business
There are numerous benefits to incorporating automated text messaging into your business operations.
1. Instant and direct audience reach
Automated text messaging lets you reach your target audience instantly and directly. With the majority of people having a mobile phone within arm’s reach at all times, text messages have a much higher open and response rate compared to other communication channels such as email and phone calls. This ensures that your message gets noticed and acted upon promptly.
2. Time and resource efficiency
Automated text messaging solutions enable businesses to save valuable time and resources. Instead of manually sending individual messages, these solutions automate the process, allowing you to send bulk messages to multiple recipients simultaneously. This not only streamlines your communication efforts but also frees up your staff to focus on other important tasks.
3. Enhanced customer engagement and loyalty
Automated text messaging can enhance customer engagement and loyalty. By sending personalized messages, such as appointment reminders, order confirmations, and exclusive offers, you can create a more personalized and tailored experience for your customers. This not only strengthens your relationship with them but also increases the likelihood of repeat business and word-of-mouth referrals.
How does automated text messaging work?
Automated text messaging solutions operate through user-friendly platforms that integrate with your existing systems. These platforms use application programming interfaces (API) to connect with your customer database, allowing you to automate the sending of text messages based on predefined triggers or events.
For example, you can set up a trigger to send a text message to customers who have abandoned their online shopping cart, reminding them to complete their purchases. The automated text messaging solution would automatically pull the customer’s contact information and send a personalized message, increasing the chances of conversion.
Key features of automated text messaging solutions
When choosing an automated text messaging solution for your business, consider the key features that will best meet your needs. Some of the essential features to look for include:
- SMS automation: The ability to automate the sending of text messages based on triggers or events, saving time and ensuring timely communication.
- Personalization: The option to personalize messages with recipient information, making the communication more relevant and engaging.
- Message templates: Predefined templates that can be customized and reused, simplifying the message creation process.
- Scheduling: The ability to schedule messages to be sent at specific times or dates, ensuring messages are delivered at the most opportune moments.
- Contact management: The capability to manage and segment your contact list, allowing you to target specific groups with relevant messages.
- Reporting and analytics: Comprehensive reporting and analytics that provide insights into message delivery, open rates, click-through rates, and other key metrics.
By considering these features, you can select an automated text messaging solution that aligns with your business goals and maximizes efficiency.
Examples of using text message automation for business communications
Automated text messaging can be a powerful tool for businesses to streamline communication, engage customers, and provide timely information. Here are some examples of automated text messaging for different business purposes:
- Appointment reminders: “Hi [customer name], this is [business name]. Just a reminder that your appointment with us is scheduled for [date] at [time]. Please reply ’C’ to confirm or ’R’ to reschedule.”
- Order updates: “Hello! Your order #[order number] is confirmed. It will be shipped within the next 24 hours. You’ll receive a tracking number soon.”
- Promotions and discounts: “🎉 Special Offer Alert! 🎉 Enjoy 20% off your next purchase at [business name]. Use code: SAVE20. Valid until [expiration date]. Happy shopping!”
- Feedback requests: “Hi [customer name]. We hope you enjoy your recent purchase. Help us improve by taking a quick survey: [survey link]. Your feedback means a lot to us!“
- Abandoned cart recovery: “Oops! It looks like you left items in your cart at [business name]. Complete your purchase now and get 10% off. Click [link] to return.”
- Event notifications: “Hello! Our upcoming workshop on [topic] is just around the corner. Secure your spot by registering here: [registration link]. See you there!”
- Membership renewal reminders: “Hi [member name]. Your membership with us will expire on [expiration date]. Renew now to continue enjoying exclusive benefits and discounts.”
- Product updates and releases: “Exciting news! We’ve just launched our latest product — [product name]. Explore its amazing features and place your order today.”
- Personalized recommendations: “ [Customer name], based on your preferences, we think you’ll love [recommended product]. Check it out here: [product link].”
- Weather-related alerts: “Attention travelers: Due to inclement weather, flights departing from [airport] are experiencing delays. Please check with your airline for more details.”
- Subscription renewal notices: “Hello [subscriber name]. Your subscription to [service name] is set to renew on [renewal date]. To cancel or make changes, visit [subscription management link].”
- Loyalty program updates: “🎁 Great news! You’ve earned 100 points with [business name] loyalty program. Redeem them for discounts or rewards on your next visit.”
The key to successful automated text messaging is to ensure the messages are relevant, personalized, and provide value to the recipients. Additionally, always offer an easy way for customers to opt out or manage their preferences for receiving these messages.
Implementing automated text messaging in your business
To successfully implement automated text messaging in your business, have a clear strategy and plan in place. Start by identifying the specific use cases where text messaging can add value to your operations, such as appointment reminders, order updates, or customer surveys.
Next, ensure that your customer database is up to date and properly segmented. This allows you to target the right audience with relevant messages, increasing the chances of engagement and conversion.
Integrate your chosen automated text messaging solution with your existing systems, such as your customer relationship management (CRM) or ecommerce platform. This enables seamless data synchronization and ensures that messages are triggered and sent in a timely manner.
Finally, regularly evaluate and analyze the performance of your text messaging campaigns. Use the reporting and analytics provided by your automated text messaging solution to gain insights into customer behavior and engagement. This will enable you to refine your strategies and optimize your messaging for better results.
Best practices for automated text messaging
To make the most of automated text messaging for your business, consider the following best practices:
1. Obtain consent
Ensure that you have obtained proper consent from recipients before sending any text messages. This not only complies with legal regulations but also respects the privacy of your customers.
2. Keep messages concise
Text messages have a character limit, so keep your messages concise and to the point. Use clear and simple language to convey your message effectively.
3. Timing is key
Be mindful of the timing of your messages. Avoid sending messages too early in the morning or too late at night, as this may lead to annoyance or disruption.
4. Test and optimize
Continuously test and optimize your text messaging campaigns to improve performance. Experiment with different message content, timing, and personalization to find what resonates best with your audience.
5. Monitor feedback
Encourage recipients to provide feedback or reply to your messages. This will help you gauge customer satisfaction and identify areas for improvement.
Choosing the right automated text messaging solution for your business
With numerous automated text messaging solutions available in the market, it is important to choose the one that best fits your business needs. Consider the following factors when selecting a solution:
1. Ease of use
Look for a user-friendly platform that lets you easily navigate and manage your text messaging campaigns.
2. Integration capabilities
Ensure that the solution integrates seamlessly with your existing systems, such as CRM or ecommerce platforms, to enable efficient data synchronization.
3. Scalability
Choose a solution that can scale with your business as it grows, accommodating increased messaging volumes and expanding functionality.
4. Customer support
Evaluate the level of customer support provided by the solution provider. Responsive and knowledgeable support can be invaluable in resolving any issues or challenges.
5. Security and compliance
Prioritize solutions that prioritize data security and comply with relevant regulations, such as the General Data Protection Regulation (GDPR).
By considering these factors, you can make an informed decision and select an automated text messaging solution that meets your business requirements.
Integrating automated text messaging with other business tools
- To further enhance the effectiveness of automated text messaging, consider integrating it with other business tools. For example, you can integrate your text messaging solution with your CRM system to ensure that customer data is synchronized and up to date.
- You can also integrate text messaging with your email marketing platform to create a seamless multichannel communication strategy. By combining the power of text messages and emails, you can reach your audience through their preferred communication channel and increase engagement.
- Additionally, consider integrating text messaging with your customer feedback or survey tools. This will enable you to gather valuable insights and feedback from your customers in real time, helping you make informed business decisions and improve customer satisfaction.
The future of automated text messaging for businesses with Plivo APIs
As technology continues to advance, automated text messaging solutions will play an increasingly important role in business communication. By leveraging these solutions, businesses can streamline their operations, enhance customer engagement, and boost overall efficiency.
To stay ahead in today’s competitive landscape, it is essential for businesses to adopt automated text messaging as part of their communication strategy. By choosing the right solution, implementing best practices, and integrating with other business tools, you can unlock the full potential of automated text messaging and take your business to new heights.
Discover how automated text messaging can transform your business communication. Contact us today for a free consultation and see how our solution can benefit your organization.
Cloud vs. Traditional Contact Centers
Chatbots help businesses automate their customer service motion and reduce time to ticket resolution. Learn about chatbots and how to implement them in this blog.
Cloud contact centers are revolutionizing how businesses serve customers, offering enhanced flexibility, scalability, and cost-efficiency compared to on-premise contact center solutions.
Read on to explore the differences between cloud and on-premise contact centers, cloud benefits, and to determine if cloud technology is the right fit for your business.
What is a Cloud Contact Center?
A cloud contact center is a centralized online platform hosted by a third-party service provider, accessible over the internet, which manages both inbound and outbound customer interactions across various communication channels.
Unlike traditional on-premise contact centers, cloud contact centers enable agents to access the system from anywhere with an internet connection, while the vendor handles system administration and maintenance.
What is a Traditional On-Premise Contact Center?
A traditional on-premise contact center relies on physical infrastructure located within a business’s premises. It involves owning and managing the hardware, software, and networking components required for customer interactions.
With traditional, on-premise contact centers, agents are required to work from the designated facility, limiting flexibility and scalability.
Key Differences: Cloud vs. Traditional Contact Centers
The main difference between cloud and traditional contact centers comes down to where they reside — in the cloud or on-site.
However, this distinction has far-reaching implications that shape the overall efficiency, scalability, and adaptability of these contact center models.
Benefits of Using a Cloud Contact Center:
- Anywhere, Anytime Accessibility: Cloud contact centers allow agents to work remotely, enhancing flexibility and job satisfaction while reducing overhead costs associated with maintaining a physical facility.
- Predictable Costs: Monthly subscription models of cloud contact centers facilitate accurate financial forecasts, eliminating unexpected expenses for hardware repairs or upgrades.
- Scalability: Cloud-based solutions offer the flexibility to expand or contract resources as needed, allowing businesses to accommodate fluctuating demands without substantial investments.
- Omnichannel Approach: Cloud contact centers seamlessly integrate multiple communication channels, providing agents with a holistic view of customer interactions and enabling efficient problem resolution.
- Quick Deployment: Cloud solutions are rapidly deployed without the need for extensive installation, resulting in shorter setup times compared to traditional counterparts.
- Stress-Free IT: Third-party providers manage maintenance, updates, and integrations, freeing up internal resources for core customer service tasks.
Considerations for Traditional Contact Centers:
- Sunk Cost Fallacy: Businesses heavily invested in on-premise systems may resist change due to sunk costs. However, focusing solely on past investments overlooks the benefits of modern cloud technology.
- Control and Security: Some businesses prioritize on-premise setups for data security and customization control. However, cloud contact centers are enhancing security measures and customization options.
Choosing the Right Contact Center Solution for Your Business
Choosing between cloud and traditional contact centers hinges on your business’s unique requirements, goals, and constraints. Here are some scenarios where a cloud contact center could be the optimal choice:
- Rapid Scalability: If your business is poised for growth and needs to swiftly expand its customer support operations, a cloud contact center offers agility and scalability.
- Flexibility: For businesses that need to adapt quickly to changing customer demands and industry trends, the cloud’s flexibility allows for swift adjustments.
- Limited Resources: Smaller businesses with restricted time, internal resources, and IT expertise can benefit from the ease of deployment and maintenance offered by cloud solutions.
- Multichannel Approach: If your business intends to engage customers through various channels, a cloud contact center’s omnichannel capabilities streamline communication and problem-solving.
- Advanced Features: Cloud contact centers provide access to cutting-edge technologies, from AI-powered chatbots to sophisticated analytics, enabling enhanced customer experiences.
Conclusion
The evolution of contact centers from traditional on-premise setups to cloud-based solutions signifies a transformation in customer service. Cloud contact centers offer unprecedented flexibility, scalability, and cost-efficiency, empowering agents to provide exceptional experiences regardless of their physical location.
If you’re ready to transition to a cloud contact center and position your customer service operations for success in the digital age, Contacto makes automation and omnichannel communication simple.
Set up some time with us to share your business needs and get started with a free trial.
Plivo Renews PCI DSS Certification to Keep Your Cardholder Data Secure
PCI certification: Plivo renews PCI DSS compliance certification, which means your payments to Plivo are secured and protected.
The Payment Card Industry Data Security Standard (PCI DSS) is the gold standard for information security for organizations that handle credit and debit card payments. Plivo is certified for PCI DSS compliance and has renewed its compliance.
What does PCI DSS cover?
PCI DSS covers security requirements regarding storage and transmission of data, access control, and other factors, including:
- Use of firewalls and antivirus software
- Data encryption, leveraging end-to-end encryption with the robust AES-256 (Advanced Encryption Standard) protocol
- Passwords
- Multifactor authentication
- Specified roles and responsibilities for each requirement
PCI DSS comprises a set of requirements instituted and regulated by the PCI Security Standards Council (PCI SSC), a consortium of card brands including Visa, Mastercard, American Express, and Discover. All organizations that process, store, or transmit payment card data must comply with PCI DSS requirements or risk losing their ability to process these payments.
Plivo is PCI DSS certified
Plivo is certified for PCI DSS Level 1, which applies to organizations that process more than six million credit or debit card transactions annually. We undergo an internal audit once a year, conducted by an authorized PCI auditor, and submit to a PCI scan by an approved scanning vendor once a quarter.
Plivo doesn’t accept payments directly — a cloud-based payment platform handles all of our transactions. However, while using a third-party provider cuts down on our risk exposure and reduces the scope of detail necessary to validate compliance, we still need to be PCI DSS compliant.
Plivo has renewed its PCI DSS compliance, ensuring your cardholder data remains secure.
PCI DSS compliance requires everyone’s attention
As a communications platform as a service (CPaaS), cardholder data security is of utmost importance at Plivo. Having achieved PCI DSS compliance, we’re committed to ensuring an unparalleled level of safety. Our platform is designed to accommodate payment-related workflows through voice or message APIs.
However, PCI DSS compliance is a shared responsibility. While Plivo ensures elements like data encryption both in transit and at rest, and redaction of specific details in logs, corroborated by audit reports from independent third parties, our customers have their own set of responsibilities. They must ensure the security of their authentication credentials, use the Plivo console securely, and ensure that their applications’ instructions are compliant. This collaborative approach helps us maintain a platform that’s secure for every user.
Become an enterprise customer
PCI DSS compliance is just one Plivo feature that will appeal to large organizations. We’ve rolled several other features into an enterprise package that has numerous benefits for large organizations. Tell us about your needs and we’ll have an expert get in touch with you.
