Your support agents are overwhelmed. High ticket volumes, slow resolutions, and repetitive tasks drain their time and energy. Without the right tools and strategies, productivity nosedives, and so does customer satisfaction.

The challenges are real, but so are the solutions. What if you could cut response times in half? What if your agents had more time to help customers with their tricky problems?

The data backs this up. A company using AI automation can resolve tickets 52% faster. Using AI results in a 37% drop in first response times compared to those without automation. 

This guide provides ten practical strategies for boosting agent efficiency, reducing burnout, and improving customer service. 

Why do agents struggle with productivity? 

With tools like IVR systems, chatbots, and customer support platforms, you’d think agent inefficiency wouldn’t be a problem. Yet, many customers still deal with slow responses and unresolved issues.

Here’s what might be holding them back:

High ticket volumes

Your agents spend too much time answering the same basic questions. Instead of focusing on complex issues, they get stuck handling repetitive requests. 

Without automation, ticket queues pile up, leading to longer wait times and frustrated customers.

Lack of proper training

Even the best tools won’t help if agents don’t know how to use them. Many struggle with outdated training programs that don’t prepare them for customer interactions. 

Without ongoing coaching, they waste time searching for answers instead of resolving issues quickly.

Disorganized workflows

An inefficient system slows everything down. When agents jump between multiple platforms or manually sort tickets, productivity drops. Poorly structured workflows lead to mistakes, unnecessary escalations, and longer resolution times.

Burnout

The constant pressure to meet performance targets can wear agents down. Long shifts, stressful calls, and unrealistic expectations can also lead to disengagement and high turnover. 

This leads to agent burnout, which ultimately impacts productivity. In fact, approximately 59% of call center employees are at risk of burnout, with 28% nearing acute burnout syndrome. And note, replacing a call center employee can cost between $10,000 and $15,000.

10 strategies to improve agent productivity in customer support

To tackle these problems and improve agent productivity, you have to go back to the basics while using expert-recommended measures. Remember, small and targeted improvements can make a big difference. 

Here’s how you can help your team work smarter and deliver faster support:

1. Implement AI and automation for repetitive tasks

AI and automation can help your agents work faster and more efficiently. Instead of manually handling every request, they can focus on solving complex issues that need a human touch.

Think about a customer asking for a refund. An AI agent can process the request instantly so that your agent doesn't have to handle the same inquiry repeatedly. 

Also, if a customer asks a detailed question, AI can gather relevant information from its training dataset, saving your agents the time they’d waste searching through documents. 

The best thing is that advanced AI agents in customer service can detect urgency, like a frustrated customer complaining about a failed payment, and route the ticket to the right agent immediately.

2. Use a centralized knowledge base

Creating a single source of truth for all your knowledge resources makes it easier for agents to find information. This way, they will spend less time hunting for information and will focus on delivering faster, superior support to your customers.

A unified knowledge hub may include FAQs, product manuals, troubleshooting guides, and company policies. This may benefit your agents in the following ways:

• Quick resolutions: Since agents can get information at their fingertips, it can reduce response times and improve metrics like average handling time
• Consistency: All agents provide the same level of service and accurate information that can enhance customer satisfaction
• Faster onboarding: Recruits can learn faster from a well-organized, comprehensive resource

3. Adopt a unified agent workspace

47% of digital workers struggle to find the appropriate information to perform efficiently. An all-in-one agent workspace can solve this problem by bringing everything from customer history and tickets to communication channels into one place. 

So, when an agent needs to look at the history of a customer order, instead of digging through emails or asking another team, the unified workspace instantly provides information about order details, past conversations, and resolution options in one dashboard.

4. Use analytics for performance insights

Regularly measuring agent performance metrics can help you quickly identify what’s lacking and create strategies to improve it. 

Advanced data and analytics tools can document agent performance and customer service metrics, such as first call resolution, average handling time, and average wait time.

Once you have this information, review it and discuss it with your agents. If necessary, create targeted training sessions to educate agents on proper call center etiquette and strategies. This will motivate agents to do better and deliver better service.

5. Introduce self-service options and tools

Self-service tools, especially AI agents, can significantly improve agent productivity by handling repetitive tasks and reducing ticket volume. Moreover, the majority of respondents in a recent survey indicated they are open to chatting with an AI chatbot first. 

AI agents can act as the first point of contact, answering FAQs, assisting with password resets, and helping with order placements. 

Instead of agents handling every minor request, these resolve common issues instantly. If a customer needs further assistance, the AI agent connects them to the right human agent, ensuring a smoother workflow.

There are even sales-focused AI agents that can guide customers through the shopping process and offer product recommendations based on browsing history or past purchases. 

For example, H&M’s chatbot asks users about their style preferences to suggest matching outfits. This can significantly reduce the burden on the sales team while improving conversions. 

6. Establish clear expectations

Now, let’s come to the granular level of tackling productivity management in customer service. A classic move—setting clear and specific expectations will alert agents to meet their goals. This will also allow agents to plan and manage their time while completing daily tasks. 

Without clearly defined expectations, agents may be confused or even get distracted by unnecessary tasks.

For this, you can use KPIs to set goals for your agents that may include:

• Average handle time
• First reply time
• First contact resolution rate
• Number of tickets handled per hour
• Customer satisfaction score

7. Provide continuous learning and upskilling

Well-trained agents work faster, make fewer mistakes, and provide better customer service. A lack of proper training can make the agents confused and overwhelmed, unable to manage interactions as they should. 

Highly skilled agents are more likely to feel confident and engaged in their roles, resulting in higher job satisfaction. You can utilize Interactive training methods, like role-playing or real-time feedback, to prepare agents for real-world scenarios. 

8. Empower agents with decision-making autonomy

Working in a contact center can become monotonous. Agents usually follow a set system of responses and processes that can make them feel repetitive and lethargic. 

You can turn this around by giving your agents a certain degree of autonomy and some leeway to make independent decisions. This can feel empowering and can boost their productivity to a huge extent.

9. Gather and implement agent feedback

We all want to feel valued and heard. Periodic surveys collecting agent feedback sends a good message. This can also bridge the gap between management and customer service team members.

These surveys can generate many new ideas and act as quality control for customer service teams during times of high agent turnover. In most cases, agent feedback can identify problems early before an internal problem gets out of control.

10. Promote work-life balance

According to The Hartford, 63 % of employees report that their overall health and wellness impact their productivity at work. Prioritizing agent well-being leads to higher job satisfaction and efficiency. 

Consider the following actions:

• Offer regular breaks: Short, frequent pauses help maintain focus and reduce stress
• Keep work schedules flexible: Allowing your team to adjust their working hours can help them manage personal commitments and reduce stress
• Manageable workloads: Distribute tasks evenly to avoid overwhelming your agents

Focusing on these areas creates a positive environment where agents remain engaged and productive.

Improve agent productivity with Plivo CX

Plivo CX is an AI-driven omnichannel customer service platform that can offer the right support to your agents to amplify their productivity. It integrates seamlessly with your existing systems to provide accurate and context-aware responses.

Key features include:

• Unified agent desktop: Provides a single interface where agents can manage all communication channels—such as voice, SMS, MMS, email, and WhatsApp—streamlining workflows and giving agents full context to resolve issues faster.
• System integration: Connects effortlessly with CRM, billing, ticketing systems, and knowledge bases for precise responses
• Specialized AI agents: Tailored for sales, customer engagement, retention, and support
• Self-service chatbot: Powered by OpenAI, the chatbot offers 24/7 support, automating responses to common customer queries across multiple channels. It can handle up to 70% of inquiries, freeing agents for more complex tasks.
• Personalized interactions: The AI leverages customer data and interaction history (via integrations with tools like Salesforce or Zendesk) to provide tailored replies, boosting engagement and support quality.
• Automated workflows: Automates tasks like ticket routing, follow-up messages, or proactive notifications (e.g., order updates, appointment reminders), enhancing engagement and retention.
• Intelligent Escalation: When the AI can’t resolve an issue, it seamlessly escalates the conversation to a human agent, attaching detailed notes about the interaction. This ensures continuity and reduces resolution time.
• Compliance and security: Meets SOC 2 and GDPR standards for secure customer interactions

Book a demo now to learn more.

What is a landline number? A landline number is tied to a fixed-line network, like traditional home or office phones. It connects to the Public Switched Telephone Network (PSTN) using physical cables to transmit voice communication, unlike mobile phones that rely on radio signals and cell towers.

For businesses, landlines offer clear call quality and reliable emergency services. However, with mobile phones and internet-based calling on the rise, understanding the pros and cons of landlines is essential in today’s communication landscape.

How do landline numbers function?

What is a landline number, and how does it work in practice? While landlines may seem dated in a world dominated by mobile phones and VoIP systems, they remain highly reliable. Here’s a breakdown of how they function:

1. Voice Transmission: When you make a call on a landline, your voice is converted into electrical signals, which travel over the physical wires (copper or fiber optic cables) to reach the recipient. This conversion ensures that the voice remains clear and intelligible, unaffected by issues like weak signal strength.
2. The PSTN: The landline’s connection to the Public Switched Telephone Network (PSTN) ensures that the voice data is transmitted through a network of switches and cables, allowing communication between different locations globally. This network has been the backbone of telecommunication for over a century, providing a stable, reliable way for people to connect with one another.
3. Direct and dependable: Landlines are still known for their dependability. Unlike mobile phones, which rely on the health of the cellular network or internet connection, landlines can function even when there are power outages, making them a preferred choice for businesses that need constant availability. In fact, during natural disasters or widespread service disruptions, landline numbers can be the only means of communication, offering a direct and often uninterrupted line to emergency services.

What are the different types of landline numbers?

Landline numbers, though simple in concept, come with various configurations and use cases that influence how businesses and individuals interact with them:

1. Geographical area codes: Landline numbers are typically associated with a specific geographical location. Area codes identify a specific region, helping both businesses and individuals establish a local presence. For businesses, a local area code can foster a sense of community and trust with customers.
2. Local numbers: These are landline numbers assigned to a particular area. They are the most common type of landline number and are often preferred for personal communication. However, for businesses, this can sometimes be limiting, as it ties the business to a specific location.
3. Toll-free numbers: Toll-free numbers (e.g., 800, 888, 877) offer businesses the opportunity to provide a cost-free way for customers to reach them. While local numbers are tied to a specific area, toll-free numbers are not, making them ideal for companies that operate across multiple regions or need to present a nationwide presence. However, they can come with higher maintenance costs, which can be a consideration when planning your communication strategy.
4. Vanity numbers: These are customizable numbers that spell out a word, name, or acronym related to the business. For example, 1-800-FLOWERS or 1-800-PAINTING. Vanity numbers are not only memorable but can also enhance branding efforts, providing easy recall for customers.

What are the main benefits of landline numbers?

Despite the growing dominance of mobile and VoIP technologies, landlines still hold a strong position for certain use cases, especially in business environments. Let’s explore some of the key advantages:

Reliable Call Quality:

• Landline calls offer superior audio quality compared to mobile or internet-based communication.
• They are unaffected by network congestion, weak signals, or interference.
• Ideal for high-stakes communication, such as customer support, emergency response, or confidential discussions.

Emergency Services:

• Landlines are the most reliable option during emergencies.
• They operate through the PSTN and remain functional even during power outages.
• Essential for industries like hospitals and emergency services, where accessibility is critical during crises.

Enhanced Security:

• Landlines provide a more secure communication option.
• They are less vulnerable to hacking or eavesdropping compared to mobile or internet-based methods.
• Ideal for handling sensitive or confidential information.

What are the downsides of using landline numbers?

However, despite their advantages, landline numbers come with limitations, particularly as businesses look for more flexible and scalable communication solutions:

1. Limited Mobility:
   
   1. Landlines are fixed-location services, tying you to a specific place.
   2. This lack of mobility is a significant drawback for businesses with remote or traveling employees.
   3. Unlike mobile phones or internet-based communication systems, landline numbers cannot be used on the go.
2. Higher Maintenance Costs:
   
   1. Traditional landline services often incur higher maintenance costs than newer technologies.
   2. These costs include maintaining physical infrastructure and paying for long-distance calls.
   3. Businesses with nationwide or international operations may face especially high costs.
3. Declining Usage:
   
   1. Landline usage is decreasing due to the rise of mobile phones, internet-based communication, and VoIP solutions.
   2. Businesses and consumers are opting for more flexible and feature-rich alternatives.
   3. This trend makes it harder to justify the costs of investing in or maintaining landline connections.

How are landline numbers formatted?

Landline numbers, like any other phone numbers, must follow a specific format to ensure proper routing and connection. This includes several key components:

Country Code:

• Each country has a unique country code to distinguish it from others.
• Example: The United States uses the country code +1, while the UK uses +44, and India uses +91.
• When dialing internationally, the country code ensures the call is routed to the correct nation.

Area Code:

• An area code identifies a specific geographic region within a country, which is essential for routing calls accurately.
• Example: In the US, 212 is the area code for Manhattan, New York, while 408 covers parts of California, including San Jose.
• Area codes are particularly important for businesses operating in specific regions to establish a local presence.

Phone Number:

• The phone number is the unique identifier for the recipient within the specified area and can vary in length by country and region.
• Example: In India, a landline number in Delhi might look like 011-12345678, while in the UK, a London number could be 020-12345678.

E.164 Format:

• For international calls, phone numbers are standardized in the E.164 format, which includes the country code, area code, and local number without spaces or dashes.
• Example: A US number would appear as +14155552671 in E.164 format, ensuring global compatibility for dialing.

National Dialing Formats:

• Some countries use unique national dialing formats when calling locally or regionally.
• Example: In the US, local calls within the same area code might only require dialing the 7-digit number, while in India, dialing ‘0’ before the area code (e.g., 011-12345678) is mandatory for national calls outside the area.

How do modern alternatives like VoIP compare to landlines?

What is a landline number compared to modern technologies like VoIP? While landlines are reliable, they lack the flexibility and features of VoIP. As the drawbacks of traditional landline numbers become more apparent, many businesses are turning to Voice over Internet Protocol (VoIP) technology. 

VoIP offers a far more flexible and scalable solution for modern businesses, providing a host of features not available on landlines.

1. What is VoIP technology? VoIP uses the Internet to make voice calls, allowing users to connect through various devices such as smartphones, laptops, or desktops. This flexibility provides businesses with greater mobility than the static nature of landline phones.
2. What are the advantages of VoIP? VoIP offers several advantages, such as lower operational costs, enhanced features like text messaging, and integrations with other business tools like CRM systems. Unlike traditional landlines, VoIP solutions can scale with your business needs, offering everything from voicemail and call forwarding to SMS and voice messaging.
3. How do VoIP and landlines compare? VoIP systems have a clear edge over traditional landlines when it comes to flexibility and cost-effectiveness. VoIP is designed to support multiple features, such as instant messaging, auto-replies, and call transcriptions, which are increasingly necessary in today’s fast-paced, customer-centric world.

This is where Plivo’s Voice API comes into play. By integrating Plivo's Voice API into your communication systems, you can bring the power of cloud-based calling to your business, leveraging advanced features that landlines simply cannot match.

Can VoIP be the right replacement?

For businesses looking to move beyond the limitations of traditional landlines, VoIP (Voice over Internet Protocol) provides a flexible and cost-effective way to handle voice communication. By enabling calls over the internet, VoIP eliminates the need for physical phone lines and supports modern communication needs.

How Plivo Supports VoIP Integration

Plivo offers simple tools to integrate VoIP capabilities into your applications using Mobile SDKs (iOS/Android) and Browser SDKs. These tools allow businesses to create reliable voice solutions tailored to their specific needs.

Key Benefits of Plivo’s VoIP Solutions:

Global Reach:

• Make and receive calls in over 200 countries without worrying about high international calling costs.
• Connect with any phone number, app, or browser, ensuring you can reach customers and teams anywhere.

Flexible Call Handling:

• Route calls efficiently with features like multilevel IVR, call forwarding, and call queues.
• Support team collaboration through call conferencing and multiparty calls.

Simple Integration:

• Add VoIP calling directly into your apps using Plivo’s SDKs.
• Enable smooth communication for tasks like customer support, team meetings, or healthcare consultations.

Additional Features:

• Voicemail with transcription ensures important messages are not missed.
• Use caller ID customization to present a local presence when communicating globally.

Why Consider VoIP?

VoIP solves many of the challenges associated with landlines:

• It doesn’t rely on physical infrastructure, reducing setup and maintenance costs.
• It supports remote work and mobile communication, making it ideal for distributed teams.
• Businesses can easily scale their communication systems as they grow.

Practical Use Cases for Plivo’s VoIP Tools:

• Customer Support:
  
  • Replace landlines with a VoIP system to route calls effectively, minimize wait times, and provide a better customer experience.
• Remote Work:
  
  • Allow employees to make and receive work calls on their mobile phones or computers, keeping teams connected wherever they are.
• Cost-Effective International Calls:
  
  • Connect with global clients and partners at a fraction of the cost of traditional long-distance calling.

Discover how Plivo’s VoIP solutions can simplify your communication needs, reduce costs, and enhance flexibility for your business. Get started now or contact our team to explore how VoIP can work f

For businesses seeking a more efficient and effective way to connect with customers, SMS short codes offer a powerful solution. These 6-digit numbers simplify communication, making it easier to send messages that capture attention and drive action. 

Unlike traditional 10-digit phone numbers, short codes are easy to recognize, quick to use, and perfect for high-volume messaging. Customers can effortlessly opt-in to receive promotions, updates, and alerts without the hassle of entering long phone numbers. 

While there is a cost associated with leasing a short code, the return on investment is often significant, with higher engagement and conversion rates. In this blog, we’ll explore how 6-digit short codes work, why they’re so effective, and how they can enhance your customer communications.

What are 6-digit phone numbers?

Short codes, introduced by wireless carriers in 2003, were designed to meet the growing demand for efficient mass messaging. They are 6-digit numbers specifically built for high-throughput, application-to-person (A2P) messaging, making them ideal for sending critical, time-sensitive updates like authentication codes, alerts, and promotional notifications. Unlike traditional 10-digit long codes, short codes offer:

• Faster delivery: Thousands of messages can be sent per second.
• Better prioritization: Carriers prioritize short codes, ensuring high deliverability for important updates.
• Simplified user experience: Their shorter format makes them easier to recognize and remember.

How are 6-digit numbers used?

The versatility of short codes extends across multiple industries. Here are some key applications:

Retail and E-commerce:

Businesses use short codes to announce flash sales, send discount codes, and share product updates. 

Examples:

“Text DEAL20 to 123456 to get 20% off your purchase today!”

“FLASH SALE! Text SALE to 654321 for exclusive early access to our 50% off deals.”

“Sign up for SMS alerts by texting VIP to 456789 and receive free shipping on your next order.”

Healthcare:

Appointment reminders, public health notifications, and patient engagement campaigns are made seamless with short codes. Enhance patient experiences and rapport by improving healthcare communication, reducing appointment no-shows with SMS alerts, delivering time-critical emergency health services, and optimizing public health campaigns. 

Examples:

• “Your appointment with Dr. Smith is scheduled for tomorrow at 3:00 PM. Reply YES to confirm or RESCHEDULE to change.”
• “Public Health Alert: Flu vaccine clinics now open. Text VACCINE to 789123 for locations near you.”
• “Reminder: Please fast for 12 hours before your blood test tomorrow at 8:00 AM. Questions? Text HELP to 987654.”

Finance and security:

Banks and financial institutions rely on short codes for two-factor authentication (2FA) and account activity alerts. 

Examples:

• “Your account balance is $1,234.56. For more details, text INFO to 123123.”
• “Your one-time verification code is 876543. It will expire in 5 minutes.”
• “Alert: A transaction of $500 was made on your credit card ending in 1234. Text FRAUD to 456123 if this wasn’t you.”

Logistics and transportation:

Ridesharing services and courier companies use short codes for real-time updates, such as delivery status and driver notifications. 

Examples:

“Your package will arrive today between 1 PM and 3 PM. Track it here: [link].”

“Driver Alex is 5 minutes away in a blue Toyota Camry. Text SUPPORT to 654987 if you need help.”

“Your ride to JFK Airport is confirmed. Driver John will arrive at 6:15 PM. Reply CANCEL to cancel.”

What are the advantages of 6-digit numbers?

Short codes offer many distinct advantages over traditional communication methods, revolutionizing how businesses connect with their audience. Their efficiency, reliability, and user-friendly nature make them a preferred choice for high-volume messaging campaigns. Here's a detailed breakdown of their unique benefits:

High throughput:

Short codes support the dispatch of many messages per second, a critical feature for businesses managing large-scale campaigns. Plivo’s SMS API takes this further by providing a throughput of 100 messages per second for short codes with room for scalability.

Improved deliverability:

Messages sent via short codes are prioritized by carriers, reducing the likelihood of being filtered as spam. This ensures critical notifications, such as system outages or payment confirmations, are received promptly.

Memorability and branding:

Vanity short codes (e.g., “PLIVO” or 75486) reinforce brand recognition while simplifying the user experience. Plivo’s API supports vanity short codes, ensuring seamless integration with your branding strategy.

Compliance:

Short codes are inherently TCPA-compliant when used correctly. Plivo’s opt-out handling and real-time redaction tools simplify adherence to regulations, protecting your brand from legal pitfalls.

Compliance and opt-in requirements

Navigating the regulatory landscape is crucial for any business utilizing short codes. Under the Telephone Consumer Protection Act (TCPA), explicit customer consent is required before sending promotional messages. This is typically achieved through keyword opt-ins, such as:

• A customer texting “SUBSCRIBE” to your short code.
• The customer’s agreement to your terms of communication.

Plivo’s compliance features:

• Built-in opt-out management, ensuring recipient requests like “STOP” or “UNSUBSCRIBE” are processed automatically.
• Detailed documentation and support to guide businesses through TCPA and CTIA compliance requirements.

Types of short codes

When choosing a short code, businesses must decide between two options:

Random short codes:

Carriers assign these codes sequences of numbers provided by wireless carriers, offering businesses a cost-effective option for high-volume messaging. These codes are chosen at random, without input from the business, which makes them less personalized compared to vanity short codes. 

However, their functionality remains identical, making them an excellent choice for businesses where branding isn’t the primary focus, but reliable and efficient messaging is. For example, a logistics company sending delivery notifications or a healthcare provider sharing appointment reminders may prioritize the affordability and utility of a random short code over the memorability of a vanity code. 

Random short codes deliver the same performance benefits, such as high throughput and carrier prioritization, without the added expense of customization.

Vanity short codes

Vanity short codes are fully customizable 6-digit numbers that allow businesses to align their messaging strategy with their brand identity. These codes are typically chosen to spell out a word or phrase associated with the business, like “PLIVO” (75486), making them highly memorable for customers. The customization not only aids in recall but also builds trust and credibility by reinforcing the brand every time the code is used.

While vanity short codes are more expensive than random ones, their value lies in their ability to create a cohesive and recognizable brand experience. For instance, a retailer running nationwide loyalty programs or a media company promoting a recurring event might find the investment worthwhile to maintain a strong brand presence in every interaction.

Since the industry-wide discontinuation of shared short codes due to security concerns, dedicated short codes—whether random or vanity—have become the norm. These provide businesses with exclusive use of their short code, ensuring messages are not only delivered but also free from the risks of being flagged or associated with other entities.

How to lease and acquire a 6-digit phone number?

Leasing a short code involves navigating carrier requirements and compliance approvals. The process includes:

• Selecting a random or vanity short code based on your goals and budget.
• Completing carrier documentation, including details on message types and compliance measures.
• Testing and launching your campaigns.

This process can seem complex, but Plivo makes managing short codes effortless by providing end-to-end support, from application submission to campaign setup. With over a decade of experience, Plivo helps businesses go live with their short codes quickly and efficiently.

Integrating short codes with an SMS API

The true power of short codes lies in their integration with Plivo’s SMS API. APIs automate messaging, provide real-time analytics, and enhance scalability.

Plivo’s SMS API delivers:

• Global reach: Seamless communication across borders.
• Unicode support: Allowing businesses to send multilingual messages, including emojis.
• Message concatenation: Ensuring long messages are delivered as intended, regardless of character limits.

These advanced features enable businesses to elevate their communication strategies while maintaining operational efficiency.

Elevating communication with Plivo and short codes

Short codes are a critical asset for businesses aiming to engage customers effectively and securely. By integrating short codes with a platform like Plivo, businesses gain access to advanced features, expert guidance, and unparalleled reliability. 

From financial institutions ensuring secure transactions to retailers driving loyalty campaigns, Plivo empowers organizations to maximize the impact of their messaging.

With dedicated support and cutting-edge API solutions, Plivo is your partner in creating meaningful customer connections.

Ready to take your messaging strategy to the next level? Discover how Plivo can simplify short code integration and help your business deliver impactful, reliable communication. Connect with Plivo today to unlock a smarter way to engage your audience.

Text message scams, or smishing, are becoming increasingly sophisticated, making it harder to tell if a message is real or fake. More than 3.5 billion phone users receive spam text messages that trick individuals into sharing sensitive information, such as credit card details, social security numbers, and banking credentials. 

While many think they can spot a scam from a mile away. But, in reality, only less than 35% of the population knows what smishing is. These fraudulent messages can look shockingly legitimate. 

In this post, we’ll show you how to identify a fake text message, and provide tips on how to protect yourself.

What is smishing?

Smishing is a form of phishing conducted via text messages. These fraudulent SMS attempts often appear to come from trusted entities—your bank, government agencies, even friends or family—convincing you to share private information or click on malicious links.

The goal of smishing is to steal your sensitive data or install malicious software on your device. These texts often play on emotions, like urgency or fear, to prompt quick action.

What are some common traits of scam text messages?

1. Unsolicited texts from unknown or spoofed numbers
   A typical characteristic of a scam text is that it comes from an unfamiliar number. While legitimate businesses use shortcodes or toll-free numbers, scammers often spoof these to make the text appear trustworthy. If you receive a text from a random, long-numbered, or suspicious source, take extra caution.
2. Urgent requests or alarming content
   Fake texts often claim urgent issues like unauthorized bank transactions, problems with accounts, or family emergencies that require immediate action. Scammers know that stress and fear can cloud your judgment, so they pressure you into taking quick, unthought-out actions.
3. Strange grammar or formatting
   Look for signs like spelling errors, awkward phrasing, or inconsistent formatting. Real businesses take care in crafting their messages, while scammers might rush or use poor language to disguise their intentions.

What are the common types of text message scams?

Understanding the types of scams is key to recognizing them before it’s too late. Here are a few common examples:

1. Missed delivery notifications
   You might receive a text claiming that a package was undeliverable and prompting you to visit a suspicious website or call a fake customer service number.
2. Prize or sweepstakes notifications
   A scammer might tell you that you’ve won a prize but need to pay a fee or provide personal details to claim it. Be especially wary if you’ve never entered any contests.
3. Bank account closure threats
   Scammers pretending to be from your bank may warn that your account is about to be locked unless you take action immediately. These texts often include fake links or phone numbers to collect your login details.
4. Subscription service payment failures
   If you receive a text claiming a failed payment for a service you use, be cautious. Scammers use this tactic to extract payment information or prompt you to visit malicious websites.

How do scammers use text messages?

Scammers typically rely on tactics that mimic trusted brands or entities to trick victims into responding. These tactics include:

1. Impersonating reputable companies or individuals: Scammers may pose as well-known organizations like your bank, delivery services, or government agencies to gain your trust.
2. Spoofing phone numbers: By making it appear as though a trusted number is sending the message, they increase the likelihood of you believing the scam.
3. Social engineering: Scammers tailor their messages to seem more believable using information gathered from previous data breaches or public sources.
4. Unsolicited messages with suspicious links or requests
   Unsolicited messages containing unexpected links or requests should always be approached with caution. Pay attention to details like URLs that closely mimic legitimate domains but include slight variations, such as additional characters or unfamiliar extensions. 

Avoid clicking on links in these messages. Instead, verify the authenticity by directly visiting the organization's website through a trusted search engine or contacting them via official channels. 

How to identify scam text messages?

What protective measures can you take against text scams?

To avoid falling victim to smishing attacks, follow these protective steps:

1. Avoid responding to suspicious texts
   Don’t engage with any message you suspect to be a scam. Even responding with “STOP” or “REMOVE” may confirm to the scammer that your number is active, leading to more fraudulent attempts.
2. Block spam numbers
   If you receive a suspicious text, block the number immediately. Your phone’s settings or mobile provider’s app will usually allow you to do this.
3. Use Plivo’s SMS API for secure communication
   For businesses, one of the best ways to prevent smishing and safeguard your business communication is by using Plivo’s SMS API fraud shield to ensure safe and secure messaging. Plivo offers robust tools for verifying customer phone numbers, authenticating accounts, and detecting fraudulent activity. 

Plivo’s API helps prevent spoofing and ensures that your SMS communication is secure, reducing the risk of text scams for your business and customers.

How to report and address text message scams?

If you receive a text that you suspect to be a scam, take action:

1. Forward suspicious texts to 7726 (SPAM)
   Reporting suspicious messages helps your mobile carrier investigate the issue and block potential scammers from reaching others.
2. Report scams to the FTC or local authorities
   You can also report smishing attempts to the Federal Trade Commission (FTC) or local authorities to help them track down scammers and prevent further fraud.
3. Prevent future scams with Plivo’s Features
   With Plivo’s advanced fraud protection tools, you can further safeguard your messaging systems against fraud and ensure your business communication remains secure. Whether you’re sending out SMS for customer notifications, marketing campaigns, or authentication, Plivo ensures that your messages are delivered securely to legitimate users.

How does Plivo’s SMS API help prevent text scams?

Plivo’s SMS API provides several key features that make it a strong ally in combating smishing scams and other forms of fraudulent SMS messaging:

1. Two-Factor Authentication (2FA): Plivo allows businesses to integrate two-factor authentication into their SMS workflows easily. By adding an additional layer of security through 2FA, businesses can ensure that only authorized users can access accounts or make changes, protecting sensitive data and reducing the risk of account takeovers. 
2. Verified sender IDs and number masking: One of the most common tactics used by scammers is number spoofing, where they fake the sender's number to appear as if the text message is coming from a trusted entity, such as a bank or government agency. 

Plivo’s verified sender ID feature helps businesses establish legitimate communication with their customers by confirming that the sender's number is genuine and trusted. This greatly reduces the chances of impersonation and increases trust in the messaging process. 

3. Message authentication and validation: Plivo’s platform has built-in tools to ensure the integrity of the messages you send. Through features like SMS sender verification, businesses can confirm that messages are coming from authentic, authorized senders and are not altered in transit. 

Additionally, Plivo allows for real-time monitoring and validation of message content to ensure that no fraudulent links or suspicious content are included in communications.

4. Advanced fraud detection and prevention: Plivo’s Fraud Shield provides robust protection against SMS fraud, including smishing and account token takeover, through real-time monitoring and proactive safeguards. 

It offers Geo permissions to block unauthorized destinations, avoiding unnecessary charges, and Fraud thresholds to set hourly message limits for approved countries, with alerts for suspicious activity. 

Operating at the subaccount level, Fraud Shield ensures flexible, consistent security across your messaging operations, empowering businesses to safeguard SMS traffic, reduce risks, and maintain customer trust.

5. Spam filtering: Plivo’s robust spam filters can automatically block incoming text messages that come from known spam sources or contain malicious content. By implementing these filters, businesses can protect themselves from receiving fraudulent texts and can also improve the quality of the messages that get through to their customers. 
6. Compliance and security monitoring: For businesses sending bulk SMS messages, staying compliant with regulations such as TCPA (Telephone Consumer Protection Act) and GDPR (General Data Protection Regulation) is crucial. 

Plivo’s compliance features help businesses align with these regulations by offering tools to capture and store opt-ins, manage subscriber consent, and track message delivery and responses. 

Protect your communications and keep your business secure from smishing attacks. Discover how Plivo’s trusted solutions can safeguard your messages and build lasting customer trust. Get started today!

In the interconnected world of apps, websites, and digital services, ensuring secure user access is more critical than ever. That’s where authentication and authorization come into play. These two terms often appear side-by-side in conversations about cybersecurity and user access, but they’re far from interchangeable.

Think of authentication as verifying your identity at the door, and authorization as the VIP list determining what areas you can access once inside. Both are essential for keeping digital spaces secure, but their roles are distinct—and understanding the difference is key to building safer systems and more seamless user experiences.

In this blog, we’ll break down the fundamentals of authentication and authorization, explore how they work together, and examine why they matter for individuals and organizations alike.

How does authentication verify user identity?

Authentication is the cornerstone of digital security, tasked with verifying that a user or entity is genuinely who they claim to be. Without authentication, systems cannot differentiate between legitimate users and malicious actors attempting unauthorized access.

At its core, authentication involves a user providing credentials—such as a username and password—that are compared against stored data. If the credentials match, the system permits access. However, traditional methods like passwords have vulnerabilities, prompting the adoption of more advanced techniques.

What are the common types of authentication methods?

Authentication mechanisms can be classified into three main categories based on the type of credentials required:

1. Something you know: Includes passwords, PINs, and answers to security questions. These methods rely on the assumption that only the authorized user knows the required information.
2. Something you have: Examples include physical devices like security tokens, mobile phones for OTP delivery, or smart cards. These add an extra layer of security by requiring possession of an item.
3. Something you are: Biometric authentication leverages unique physical attributes like fingerprints, iris scans, or facial recognition, making it one of the most secure forms of identity verification.

Combining these methods through multi-factor authentication (MFA) strengthens security by requiring two or more forms of verification.

Why is multi-factor authentication (MFA) critical?

While traditional authentication methods offer a basic level of security, they can be vulnerable to attacks such as phishing or credential theft. This is where multi-factor authentication (MFA) comes in—by requiring two or more verification methods, MFA significantly reduces the risk of unauthorized access. For instance, a banking application might require both a password (something you know) and an OTP sent to your mobile device (something you have) before granting access.

MFA mitigates common vulnerabilities of single-factor authentication by making it harder for attackers to breach systems, even if one credential is compromised. It is particularly important for high-security environments such as financial institutions or cloud services.

How does authentication operate in cloud environments?

With businesses rapidly shifting to cloud-based platforms, authentication must evolve to meet the challenges of remote access and global connectivity. Cloud computing, with its shared infrastructure and global accessibility, demands robust authentication mechanisms. Traditional username-password combinations are often insufficient, so advanced approaches like token-based authentication and Single Sign-On (SSO) are widely used. These methods simplify access for users while maintaining strict security standards.

For example, SSO enables users to authenticate once and access multiple applications seamlessly. Coupled with standards like OAuth 2.0 and OpenID Connect, SSO ensures both security and convenience, making it an integral part of modern authentication in cloud environments.

How do authentication and authorization work together?

Authentication and authorization are integral processes that work in sequence to protect systems and data. Authentication identifies who the user is, while authorization determines their permissions within the system. Together, they ensure that only verified users gain access to the resources they are allowed to use, forming a robust framework for digital security.

Why must authentication always precede authorization?

Authentication and authorization are sequential processes that work in tandem to secure systems and data. Authentication verifies a user’s identity, forming the foundation for authorization to define what the user can do within the system. Without authentication, a system cannot determine whether a user is legitimate, making it impossible to assign permissions accurately.

For example, consider an enterprise resource management system. Authentication ensures a user, such as a department manager, is genuinely who they claim to be. Once authenticated, authorization evaluates their role and grants access to department-specific data while restricting other sensitive areas, such as payroll records for other departments.

What protocols effectively integrate authentication and authorization?

1. OpenID Connect (OIDC)
   OIDC, built on OAuth 2.0, focuses on user authentication by verifying identity and providing ID tokens to applications. It is particularly useful in Single Sign-On (SSO) environments, enabling users to authenticate once and access multiple applications seamlessly.
2. OAuth 2.0
   OAuth 2.0 primarily handles authorization. It issues access tokens that grant limited permissions to third-party applications. For instance, a user can authorize a travel app to access their calendar to book flights without sharing their login credentials.

Together, OIDC and OAuth 2.0 provide a cohesive framework for managing authentication and authorization, ensuring secure and streamlined access control.

How do authentication and authorization complement each other in IAM systems?

Identity and Access Management (IAM) systems rely on the synergy between authentication and authorization to provide comprehensive security. While authentication confirms a user’s identity, authorization enforces granular access controls based on predefined policies.

For example:

• A marketing analyst authenticates into a shared cloud platform.
• Authorization allows access to customer analytics dashboards but restricts access to sensitive financial data meant for the finance team.

This integration not only enhances security but also improves the user experience by ensuring users can seamlessly access the resources they need without encountering unnecessary barriers.

What are the strengths and weaknesses of traditional authentication methods?

Traditional authentication methods often rely on verifying something a user knows, such as a password or PIN. While straightforward and familiar, these methods have inherent weaknesses:

1. Password-based authentication:
   
   • Strengths: Universally understood and simple to implement.
   • Weaknesses: Susceptible to phishing, brute-force attacks, and credential stuffing. Users often reuse or create weak passwords, making them a common attack vector.
2. Knowledge-based authentication (KBA):
   
   • Strengths: Uses answers to security questions, adding an extra layer of protection.
   • Weaknesses: Answers can often be guessed or researched, especially when questions rely on personal information.

These methods, while widely used, require additional safeguards to address their vulnerabilities.

How do biometric and possession-based methods enhance authentication?

Authentication methods based on something a user has or is, provide a higher level of security:

1. Possession-based authentication:
   Examples include physical devices like smart cards, security tokens, or mobile phones used to receive one-time passwords (OTPs).
   
   • Strengths: Tied directly to the user's possession, making them harder to replicate.
   • Weaknesses: Devices can be lost or stolen, potentially compromising security.
2. Biometric authentication:
   Employs unique physical traits like fingerprints, retina scans, or voice recognition.
   
   • Strengths: Difficult to forge and highly reliable when implemented correctly.
   • Weaknesses: Biometric data, if compromised, cannot be replaced, raising significant privacy concerns.

These methods often form the foundation of multi-factor authentication (MFA) systems, combining possession or biometric factors with traditional credentials to mitigate risks.

What are adaptive and passwordless authentication techniques?

Advanced authentication techniques are emerging to address the evolving threat landscape and user demands for convenience:

1. Adaptive authentication:
   Uses machine learning and context-aware policies to evaluate risk factors, such as location, device, or login time.
   
   • Example: A system might prompt for additional verification if a user logs in from an unusual location.
   • Strengths: Dynamically adjusts security measures based on risk, improving both security and usability.
2. Passwordless authentication:
   Eliminates the reliance on traditional passwords, using methods like biometrics, hardware tokens, or magic links sent to a user’s email.
   
   • Strengths: Reduces phishing risks and enhances user convenience.
   • Weaknesses: Requires advanced infrastructure and user education for widespread adoption.

These approaches represent the future of secure and user-friendly authentication systems.

What are the key differences and similarities between authentication and authorization?

Authentication and authorization serve distinct purposes in access control systems:

• Authentication: Focuses on verifying identity. It answers the question, "Who are you?" and allows only legitimate users to log in. Examples include passwords, biometric scans, or OTPs.
• Authorization: Determines what a user is allowed to do after they’ve been authenticated. It answers, "What are you allowed to access?" For instance, an authenticated user might be able to view files but not edit them.

The main distinction lies in their roles: authentication validates identity, while authorization defines permissions.

How do tokens facilitate both processes?

In modern access control systems, tokens play a critical role in separating authentication and authorization:

1. ID Tokens:
   
   • Issued during authentication to confirm a user’s identity.
   • Typically contains user details such as name, email, and login time.
   • Example: OpenID Connect generates ID tokens after a user logs in.
2. Access Tokens:
   
   • Issued during authorization to define the permissions granted to the user or application.
   • Allow a user to interact with specific resources (e.g., files, APIs) without revealing sensitive credentials.
   • Example: OAuth 2.0 uses access tokens to permit third-party apps to access user data within predefined limits.

By segregating authentication (ID tokens) and authorization (access tokens), systems maintain both security and clarity in managing access.

How do authentication and authorization complement each other?

Authentication and authorization are complementary processes, working together to provide robust access control:

1. Authentication establishes trust: Ensures that only legitimate users enter the system.
2. Authorization enforces boundaries: Restricts user actions based on predefined policies.

For example, in a corporate email system:

• Authentication verifies an employee’s identity via a company-issued login.
• Authorization determines whether the employee can access confidential documents or edit shared files.

Together, these processes create a multi-layered security approach, minimizing risks like unauthorized access and data breaches.

Why are both authentication and authorization critical for complete security?

Neither authentication nor authorization can independently secure a system. Relying solely on authentication might let verified users access sensitive areas they’re not permitted to view, while exclusive reliance on authorization without authentication would grant access without ensuring the user is legitimate.

For example:

• A cloud storage system might authenticate a user with valid credentials but use authorization to restrict access to sensitive financial reports, ensuring that only authorized roles, such as CFOs, can view them.

This synergy is particularly vital in regulatory compliance environments like HIPAA, where access to sensitive information is strictly governed.

Why is Plivo’s Verify API the ideal solution for user authentication?

Implementing secure and efficient authentication in today’s complex digital landscape requires solutions that are not only robust but also easy to integrate. This is where Plivo’s Verify API shines, offering a comprehensive toolset to streamline user verification while minimizing fraud risks and operational overhead.

How does Plivo simplify global user verification?

Plivo’s Verify API enables businesses to verify users in over 200+ countries effortlessly. Unlike traditional solutions that require navigating complex compliance hurdles, Plivo offers pre-registered sender IDs and pre-approved templates for regions like the US, UK, and India. This means you can go live instantly, without worrying about regulatory paperwork.

What makes Plivo’s authentication approach stand out?

1. Multi-channel delivery for maximum reach:
   Plivo supports OTP delivery across SMS, voice, and WhatsApp, ensuring reliable communication even in areas with inconsistent network connectivity. Upcoming support for RCS and email further expands its versatility.
2. High conversion rates:
   With a 95% OTP conversion rate, Plivo delivers a seamless experience for end-users. Features like Android auto-fill ensure that OTPs are effortlessly entered, reducing user frustration and boosting engagement.
3. Customizable OTP settings:
   Businesses can easily configure language preferences, templates, and delivery channels without requiring complex code changes. This flexibility allows organizations to tailor the authentication experience to their audience.

How does Plivo prevent fraud and reduce costs?

One of the standout features of Plivo’s Verify API is its ability to combat SMS pumping fraud—a common and costly issue for businesses relying on OTP-based authentication.

• AI-driven Fraud Shield:
  Plivo’s Fraud Shield uses machine learning to detect and block fraudulent activity in real time, preventing financial losses caused by illegitimate OTP requests. The solution requires minimal setup, enabling fraud protection with a simple one-click configuration.
• Cost-efficient verification:
  Unlike many competitors, Plivo charges only for the communication channels used, with no hidden fees for verification itself. This ensures businesses maintain control over their costs without sacrificing security.

How does Plivo make integration effortless?

1. Quick deployment:
   Designed with developers in mind, Plivo’s Verify API offers comprehensive documentation, sample code, and SDKs that slash implementation time by 90%. Businesses can go live within a single sprint.
2. Developer-first approach:
   Plivo provides 24/7 technical support through Slack and phone calls, ensuring that developers receive immediate assistance. The guaranteed same-day response time eliminates bottlenecks during critical phases of integration.

Don't let verification headaches slow you down—start using Plivo's reliable and scalable solution today! Get started now and unlock seamless authentication for your app.

In today’s digital-first world, secure user authentication is a top priority for businesses. Every login and transaction carries the weight of your customers’ trust. To meet this demand, SMS 2FA (two-factor authentication) has become a reliable and accessible solution. It’s simple, scalable, and widely adopted by businesses of all sizes. In fact, 56% of businesses relied on SMS-based 2FA for enhanced security in 2023.

But SMS 2FA isn’t just about security—it’s about convenience. Customers appreciate the ease of receiving codes via text, and businesses value its quick implementation and broad reach. Whether you're running a startup or leading an enterprise, SMS 2FA integrates seamlessly into existing systems, giving you an edge in protecting sensitive data.

In this blog, we’ll explore why SMS 2FA remains a trusted option for businesses and how pairing it with advanced tools like Plivo’s Verify API can enhance security while simplifying user experiences. If you’re looking for a solution that balances security, simplicity, and scalability, keep reading.

Overview of SMS 2FA

SMS 2FA (two-factor authentication) adds a critical layer of security to online accounts. When users log into a website, software, or application, they receive a one-time numeric code via text message. This code acts as a second step in the authentication process, ensuring only the individual with access to the linked phone number can proceed.

For businesses in retail, healthcare, and fintech, SMS 2FA is a popular choice to safeguard sensitive customer data and prevent unauthorized access. By requiring something users know (a password) and something they have (a mobile phone), it significantly reduces the risk of data breaches.

While SMS 2FA is simple to implement and user-friendly, its security depends on how well it addresses threats like phishing and SIM swapping. As decision-makers, you need to weigh its ease of use against the level of protection it offers your business and customers.

So, why did businesses initially gravitate towards SMS 2FA? Let's examine the factors that made it a preferred choice in the early days.

The early appeal of SMS 2FA

SMS 2FA quickly gained traction as a security solution because of its simplicity and compatibility with existing devices. Here's why it became a preferred choice for businesses initially:

• No extra hardware required: Users only need their smartphones, eliminating the cost and hassle of additional authentication devices.
• Wide accessibility: With the ubiquity of mobile phones, SMS 2FA reaches a broad audience across different demographics.
• Ease of implementation: Businesses can integrate SMS 2FA seamlessly into existing login processes using APIs, reducing setup complexity.
• Improved user experience: Customers appreciate the convenience of receiving authentication codes directly via SMS without needing to install apps.
• Faster adoption: Familiarity with text messaging ensures minimal learning curves for end users, leading to quick acceptance.

These advantages allowed decision-makers to use SMS 2FA as a logical solution for strengthening security without compromising cost-effectiveness or user experience.

SMS 2FA may be simple to implement, but for growth and security, you need a messaging infrastructure that scales with your business. Plivo’s Verify API simplifies SMS authentication by seamlessly delivering one-time passwords (OTPs) to users worldwide. Whether securing logins or safeguarding transactions, Plivo offers scalable, robust communication channels. Streamline your setup today—start your free trial today and get personalized onboarding support from our team right within the console.

Let's now walk through the steps involved in a typical SMS authentication process.

How does SMS authentication work?

SMS authentication offers a simple way to enhance security while keeping the user experience intuitive. Here’s how it works:

1. User logs in:

A customer visits your website and enters their username and password to log in. They trust your platform with their personal information and expect a smooth, secure experience.

2. One-time password (OTP) sent:

Immediately, your system triggers an SMS with a unique one-time password (OTP) sent to the customer’s registered phone number. This step adds an extra layer of security beyond just their password.

3. User inputs OTP:

The customer receives the OTP on their mobile device and enters it into the login screen. This ensures the person trying to access the account is the legitimate user, as only they would have access to the phone where the OTP was sent.

4. Access granted:

If the OTP matches, your system verifies the user’s identity and grants them access to their account. With SMS authentication in place, your business reduces the risk of unauthorized access, enhancing both security and customer trust.

This approach to SMS authentication strengthens security, reassures customers about their data, and keeps the login process simple and user-friendly.

SMS authentication is simple when you have the right tools. Plivo’s global infrastructure and Verify API streamlines SMS 2FA by handling OTP generation and delivery. From small-scale setups to enterprise systems, Plivo ensures seamless integration, cost efficiency, and top-tier reliability.

Also Read: Users Love Plivo to see why businesses trust us for their communication needs.

With a clear understanding of the SMS authentication flow, let's examine the benefits it provides.

Pros of SMS authentication

SMS authentication became a preferred security method for businesses due to its simplicity and effectiveness. Here’s why it stands out:

Enhanced security

Adds an extra layer of protection compared to passwords alone, reducing the risk of unauthorized access.

Example: A financial institution uses SMS authentication to protect user accounts. When a customer logs in, they are sent an OTP to their mobile number. This step ensures that even if an attacker gains access to the username and password, they would still need the phone to complete the login. This added protection helps the bank mitigate fraud and safeguard sensitive customer information.

Convenient for users

No need for extra hardware or software, making it accessible to all users, even those with basic mobile phones.

Example: A small e-commerce business implements SMS 2FA for its customers. By sending OTPs directly to users’ mobile phones, the business ensures security without forcing customers to download apps or use advanced authentication methods. The simplicity of SMS ensures customers don’t feel overwhelmed, leading to higher user adoption and satisfaction.

Offline functionality

SMS works without an internet connection, making it a reliable option for users in low-connectivity areas.

Example: A non-profit organization serving rural areas uses SMS authentication for its donation platform. Many of its supporters don’t have reliable internet access, so SMS-based 2FA ensures they can securely log in to donate without worrying about data connectivity, increasing overall participation.

Widespread compatibility

SMS is compatible with almost all mobile devices, ensuring accessibility for a diverse user base.

Example: A healthcare provider implements SMS-based 2FA for patient portal access. Since nearly all patients have mobile phones, they can easily receive OTPs regardless of their device type, which makes the authentication process seamless and user-friendly across their varied demographic.

Ease of deployment

Simple to implement, requiring minimal changes to existing systems, which saves time and resources.

Example: A SaaS company offering cloud storage services introduces SMS authentication to its login process. With minimal updates to their infrastructure and integration via APIs, the company quickly deploys SMS 2FA, improving security without a significant investment in new technology or disrupting the existing user experience.

User familiarity

Most users are already comfortable receiving and entering OTPs, reducing friction in the login process.

Example: A major online retailer uses SMS 2FA as part of its login process. Customers are already familiar with the concept of receiving OTPs via SMS, so the retailer enjoys quick adoption of the new security feature. This reduces any friction in the user experience, leading to fewer drop-offs during the authentication process.

Cost-effective

Eliminates the need for costly authentication devices, making it budget-friendly for businesses of all sizes.

Example: A small-to-medium-sized business (SMB) offering online services opts for SMS 2FA instead of purchasing specialized hardware tokens for each employee. The cost savings from using SMS-based authentication are reinvested into improving other areas of the business, allowing the company to strengthen security without compromising on budget.

Quick adoption

Works seamlessly across industries, addressing diverse security needs.

Example: A hotel chain in the hospitality industry adopts SMS authentication to streamline guest logins for its loyalty program. Whether the guest is a frequent traveler or a first-time visitor, the simple SMS authentication process is intuitive and quick, leading to widespread adoption and enhanced security for guest data.

SMS authentication strikes the right balance between user convenience and robust security, ensuring smooth operations while protecting sensitive data for decision-makers.

However, it's crucial to have a complete picture. Let's now discuss the vulnerabilities and risks associated with this method.

Vulnerabilities and risks of SMS 2FA

SMS 2FA remains one of the most accessible and widely adopted authentication methods, thanks to its simplicity and universal reach. However, like any security measure, it works best when paired with a reliable platform to address evolving challenges. Factors like occasional network delays, phone loss, or social engineering attacks highlight the need for businesses to choose a robust provider that adds layers of reliability and control.

Plivo’s cloud platform enhances SMS 2FA by ensuring seamless delivery and providing advanced tools like delivery tracking and geo-permissions. These features help prevent unauthorized access and ensure messages reach users promptly, even across borders. With competitive pay-as-you-go pricing and volume discounts, businesses can scale securely without breaking the bank.

Start your free trial today and see how Plivo makes SMS 2FA work smarter for your business.

This brings us to an important point: the declining use of SMS 2FA in favor of more secure alternatives.

The evolution of authentication

SMS 2FA has long been a trusted and user-friendly method of authentication. Its simplicity and accessibility make it a popular choice for businesses and end-users alike. Whether it’s logging into accounts, transferring funds, or securing transactions, SMS provides a seamless experience for millions of users globally.

As businesses evolve and seek even more convenient and scalable solutions, alternatives like Plivo’s Verify API have gained traction. Verify API builds on the familiarity of SMS while offering enhanced flexibility and features that align with modern user expectations. It supports multiple authentication methods, including app-based authentication and one-time passcodes, providing businesses with the tools to deliver secure and convenient experiences.

With Verify API, you can create a frictionless authentication journey that adapts to your users’ needs while keeping your business ahead of the curve. It’s not about replacing SMS—it’s about upgrading your options to ensure a seamless and scalable solution.

It's crucial for organizations transitioning from SMS authentication to choose alternative solutions that offer comparable ease of use and user-friendliness.

Rethinking security: Verify API as an alternative to SMS 2FA

SMS 2FA remains a reliable and widely-used authentication method, offering simplicity and accessibility for businesses of all sizes. However, as customer expectations shift towards greater convenience and flexibility, many organizations are exploring solutions that offer more tailored experiences.

Verify API is a modern, adaptable authentication solution. With Verify, businesses can streamline the authentication process by supporting SMS, app-based authentication, and push notifications. This flexibility allows users to choose what works best for them without compromising security.

Verify API delivers a seamless authentication experience: a user logs into their banking app, receives a push notification, and authenticates securely with a single tap—no codes, no delays.

Verify API also makes it easy for developers. Its simple integration ensures you can adapt to changing needs without overhauling your current systems. Whether you’re a startup scaling rapidly or an established enterprise, Verify gives you the tools to enhance customer trust and satisfaction.

Enhance your 2FA with Plivo’s Verify API

While SMS 2FA remains a cornerstone of modern security, evolving threats demand a smarter approach. Plivo’s Verify API takes SMS-based authentication to the next level by enhancing security, reliability, and scalability. Here’s how Plivo addresses the common challenges of traditional 2FA:

• Fraud Prevention: Advanced safeguards reduce the risk of SIM swapping and phishing attacks, providing an extra layer of protection.
• Reliable Delivery: Plivo’s global infrastructure ensures secure and timely OTP delivery, even in high-traffic environments.
• Easy Integration: Seamlessly add 2FA to your systems with Plivo’s developer-friendly APIs, minimizing setup complexity.
• Scalable for Growth: Whether you’re a small business or a global enterprise, Plivo’s Verify API grows with you, ensuring secure authentication at any scale.

Empower your business with a modern authentication solution that blends security, simplicity, and flexibility. Ready to enhance your 2FA? Request a free trial and experience the Plivo difference.

According to a Validity report, 14% of consumers have left a public negative review of a company due to a poor SMS experience. This underscores the importance of delivering well-targeted and thoughtfully crafted SMS campaigns to ensure customer satisfaction and safeguard your brand's reputation.

In this blog, we’ll explore 18 promotional text message examples designed to inspire your campaigns. These examples will help you craft engaging, effective, and targeted messages that drive customer engagement and foster stronger relationships.

What is a promotional message?

A promotional message is a type of communication that businesses use to market their products, services, or offers to their customers. These messages are typically sent via channels like SMS, email, or social media and aim to drive customer engagement, increase sales, or raise awareness about a specific promotion or event.

In SMS marketing, promotional messages are usually short, attention-grabbing texts that offer discounts, limited-time offers, or exclusive deals to recipients. The goal of these messages is to prompt immediate action, such as making a purchase, signing up for a service, or attending an event. These messages can be tailored to individual customers based on their preferences or past behaviors, making them a highly effective way to connect with your audience.

How to maintain customer engagement

Keeping your customers engaged is crucial in maintaining long-term relationships. SMS marketing allows you to stay top-of-mind, but it’s important to balance promotional messages with value. Providing useful tips, exclusive content, or personalized offers will help build trust and keep customers coming back for more.

Promotional vs. transactional SMS

When it comes to SMS marketing, it's essential to understand the difference between promotional and transactional messages, as they serve distinct purposes and are governed by different rules.

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Now that you know the difference, let’s explore 18 promotional message examples you can adapt and send to drive engagement and sales.

18 promotional message examples to steal and send

Now that we’ve covered the essentials, let’s explore 18 promotional message examples across various use cases. These can be customized for your business, whether you're in retail, healthcare, fintech, or any other industry.

Discount and offers

Offering discounts is one of the most popular types of promotional messages. Here are a few examples that businesses can use:

1. “Get 20% off your next purchase! Use code SAVE20 at checkout. Shop now.”
   A straightforward message with a clear offer and easy-to-remember code.
2. “Hurry! 50% off all items this weekend only. Don’t miss out!”
   The use of “hurry” creates urgency, while specifying the time frame enhances the offer’s appeal.

Limited time promotions

Limited-time offers push customers to make a purchase quickly, leveraging urgency to increase conversions.

3. “Flash sale! 24 hours only! Get 30% off everything in store.”
   A well-timed flash sale can bring in a large number of customers in a short time.
4. “Today ONLY! Buy one, get one free on all shoes. Act fast!”
   A "BOGO" (buy one, get one free) offer adds more perceived value to the promotion.

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Seasonal promotions

Seasonal promotions allow you to tie your offers to specific times of the year, taking advantage of customers' moods and shopping habits.

5. “Celebrate summer with 15% off all outdoor furniture. Limited time offer.”
   A seasonal offer aligned with customer needs (outdoor furniture in summer) makes the message more relevant.
6. “Winter Sale is here! Up to 40% off all coats and jackets.”
   Tailoring the offer to the current season ensures your message is timely and compelling.

Customer appreciation offers

Customer appreciation is vital to fostering loyalty. Showing gratitude with special offers can increase customer satisfaction.

7. “Thank you for being a loyal customer! Enjoy 15% off your next order.”
   Simple, sincere, and effective—this message makes the customer feel valued.
8. “We appreciate you! Use code THANKYOU10 for 10% off your next purchase.”
   Offering a discount with a personalized message reinforces loyalty.

Exclusive offers for subscribers

By creating offers specifically for your SMS subscribers, you add value to the relationship and encourage more people to opt in to your list.

9. “Exclusive deal for SMS subscribers: Get a free gift with your next order!”
   This message highlights the benefit of subscribing to receive special offers.
10. “As a VIP, enjoy early access to our clearance sale! Shop before it’s gone.”
    Exclusivity is a powerful motivator for customers, especially if they feel like they’re getting early access to a great deal.

Event or product launch promotions

Product launches and events are prime opportunities for promotional messages. By promoting these via SMS, you ensure that your audience doesn’t miss out.

11. “Join us for the launch of our new product! Enjoy a special launch discount of 20%.”
    Announcing a new product with a launch discount helps generate excitement and buzz.
12. “Save the date: Our annual sale is coming soon! Get exclusive deals when you sign up.”
    Tease future promotions to build anticipation and prompt sign-ups for your SMS list.

Re-engagement offers

Re-engaging dormant customers can significantly boost your sales, as they’ve already shown interest in your brand. Use a compelling offer to encourage them to return.

13. “We missed you! Get 25% off your next purchase to come back and shop again.”
    A friendly and enticing message to bring customers back to your store.
14. “It’s been a while! Use code WELCOME BACK for 10% off your next order.”
    Use a personalized message to remind customers of the benefits they once enjoyed.

Referral program promotions

Referral programs are an excellent way to expand your customer base. Offering incentives to customers who refer others can help you grow your audience.

15. “Refer a friend and get a $10 credit on your next purchase. It’s a win-win!”
    Encourage customers to spread the word with a simple and rewarding message.
16. “Get rewarded for sharing the love! Refer a friend and earn discounts on your next order.”
    Offering a reward for referrals incentivizes customers to take action and share your brand with others.

Holiday promotions

Holiday promotions are a tried-and-true strategy for driving sales. Whether it’s Christmas or New Year’s, everyone loves a festive offer.

17. “Merry Christmas from [Brand Name]! Get 30% off all holiday gifts.”
    Incorporating the holiday spirit into your promotional message makes it feel timely and personal.
18. “Happy New Year! Start the year with 20% off your next order.”
    New Year promotions are perfect for encouraging customers to make a fresh start with your brand.

Best practices for sending promotional text messages

To maximize the effectiveness of your promotional text messages, it's crucial to follow a few key best practices.

Timing and frequency

Send messages during optimal times—typically within business hours or late afternoons—when recipients are more likely to engage. Avoid sending messages too early in the morning or too late at night, as this can annoy customers.

Frequency is equally important. Sending messages too frequently can overwhelm your audience, while too few messages may lead to missed opportunities. A good guideline is to send no more than 1-2 promotional messages per week.

Obtaining consent: why opt-in is crucial

Before sending any promotional messages, always obtain explicit consent from your customers to ensure compliance with regulations like the Telephone Consumer Protection Act (TCPA) and GDPR. Opt-in permissions also help build trust with your audience. Use clear opt-in messages, such as "Sign up for exclusive offers via SMS," and always provide an easy way to opt-out, like "Reply STOP to unsubscribe."

Crafting a clear call-to-action (CTA)

Each promotional message should feature a direct, clear CTA. Whether it’s “Shop now,” “Claim your discount,” or “Visit our store,” ensure that the CTA is straightforward and easy for the recipient to act upon.

Tracking the effectiveness of SMS campaigns

Tracking key metrics such as open rates, click-through rates (CTR), and conversion rates is essential to evaluate the success of your SMS campaigns. By monitoring these metrics, you can identify what’s working, make necessary adjustments, and optimize your future campaigns for better results.

Legal considerations

When using SMS for promotional campaigns, businesses must ensure they are compliant with various laws and regulations designed to protect consumers from unwanted marketing and data misuse. These regulations govern the use of SMS as a marketing tool and are in place to prevent abuse, such as spamming customers with unsolicited messages. Non-compliance can result in heavy fines, legal repercussions, and damage to your brand’s reputation.

Avoiding spam and building trust

Sending unsolicited or irrelevant messages can lead to high opt-out rates and damaged trust. To build strong relationships, ensure your SMS campaigns are targeted, transparent, and respect customer preferences.

How Plivo can elevate your promotional text messages

Plivo offers an array of features that can help businesses effectively manage SMS marketing campaigns while ensuring compliance with legal regulations. With Plivo’s robust SMS solutions, you can optimize customer engagement, reduce spam, and provide valuable communication that adheres to industry standards.

Key features of Plivo for SMS marketing

1. SMS surveys for customer feedback
   Use Plivo’s SMS platform to send survey links or questions, making it easy for customers to share feedback about your products or services. This valuable input can guide your promotional strategies.
2. Timely alerts and notifications
   Plivo’s alerts and notifications allow you to send time-sensitive information to your customers, such as reminders for upcoming sales or limited-time offers. This helps you stay top-of-mind with your audience without overwhelming them with irrelevant messages, reducing the likelihood of your messages being flagged as spam.
3. Dynamic SMS marketing
   With Plivo’s SMS marketing platform, you can automate your campaigns, segment your audience, and personalize your messages to target the right customers at the right time. 
4. Automated replies with SMS autoresponder
   Plivo’s SMS autoresponder feature allows you to set up automated responses for your customers. The autoresponder ensures that your customers receive immediate acknowledgment and further information, creating a seamless and responsive experience.
5. Effortless appointment reminders
   If your business involves appointments or bookings, Plivo’s appointment reminder feature ensures that customers receive timely notifications about their scheduled appointments. This reduces no-shows and improves customer satisfaction while offering a valuable service to your clients.

Why Plivo is the ideal choice for SMS campaigns

Plivo helps businesses to optimize communication workflows, improve customer engagement, and ensure compliance. With tools for surveys, alerts, reminders, and dynamic marketing campaigns, Plivo delivers an end-to-end solution for your promotional needs.

Ready to transform your promotional text campaigns? Explore Plivo’s SMS solutions today and unlock new ways to connect with your audience. Start now and experience seamless, compliant, and impactful communication. Request a Trial here!

Multi-Factor Authentication (MFA) is an essential safeguard for protecting sensitive information. However, as crucial as it is for security, the MFA recovery process can sometimes be a double-edged sword. If users lose access to their authentication method, they risk being locked out of their accounts. Therefore, a robust MFA recovery process should be a critical part of any authentication strategy.

Let’s walk through best practices for MFA account recovery to ensure your users can easily and securely regain access to their accounts.

Authentication requirements for account recovery

While traditional MFA methods provide excellent security, the MFA recovery process requires a slightly different approach. Recovery methods must be easily accessible, and memorable, and allow for a slower authentication process. Recovering an account isn't something most users would be required to do regularly.

The key requirements for a recovery system are:

1. Long-term memorability or access: Users need to easily retrieve their recovery method, even if they don’t use it regularly.
2. A slower authentication process is acceptable: Since account recovery is infrequent, a slight delay in authentication is fine as long as security is not compromised.
3. Widely usable: The recovery method must be accessible and practical for most users across different devices and locations.

The right balance is essential. Your recovery process should be secure enough to prevent unauthorized access but user-friendly enough to prevent frustration. 

Plivo’s Verify API, which supports multiple channels like SMS and in-app push notifications, can be an excellent tool for ensuring users have quick, secure access to their recovery methods.

What are the options for account recovery?

Gone are the days of relying on security questions for account recovery. The National Institute of Standards and Technology (NIST) has since recommended shifting away from these outdated methods due to their vulnerability. Today, the most reliable account recovery options involve using possession-based methods or account activity details.

1. Possession methods

Possession-based recovery methods are more secure than knowledge-based methods like security questions. Examples include:

• Backup codes: These are typically one-time-use codes that can be generated during the initial MFA setup. Users should store these codes securely in case of device loss or other issues. While they may seem simple, they offer a solid layer of security.
• Passkeys: A passwordless option that syncs private keys across devices, making it easier for users to recover their accounts without needing to remember complex passwords. Although passkeys are still being adopted, they offer a promising solution for both MFA and recovery.

Implementing these methods provides a secure fallback when users lose access to their primary authentication methods. Plivo’s Verify API can easily integrate into your system to deliver SMS-based recovery codes, offering both security and simplicity for users who need to regain access.

2. Account activity details

Another way to strengthen your recovery process is by leveraging account activity details. For example, asking users to confirm recent transactions or other identifiable actions can serve as a powerful recovery tool. These methods provide additional layers of security, helping to confirm a user's identity when primary credentials are unavailable.

How can social proof enhance account recovery processes?

Digital services and online platforms such as social networks or apps use trusted contacts or social proof to enhance their recovery processes. This could be a friend or family member who can verify the user’s identity. For example, platforms like Apple and Facebook use recovery contacts, allowing users to set up people who can help them regain access if needed.

However, this method works best for social networks with a large, established user base. If your service doesn’t have this feature built-in, focusing on other recovery options—such as backup codes and passkeys—can still provide strong security and ease of use.

How to strengthen your account recovery process?

To improve your account recovery process, consider the following recommendations:

1. Register additional authentication methods: Ensure that users register multiple recovery methods during account setup. This gives them options to access their account if they lose access to one method.
2. Design recovery processes based on data sensitivity: The higher the value of the data you're protecting, the more robust your recovery process should be. For sensitive services like financial applications, additional security layers are necessary.
3. Require successful MFA setup before new methods: Before enabling new MFA methods, ensure users have successfully completed the MFA setup process to avoid issues during recovery.
4. Prompt users about available recovery options: Regularly remind users of the backup methods available to them, particularly when logging in from new devices or after a password change.

Enhancing recovery process security

When enhancing your recovery process, keep these security measures in mind:

1. Implement waiting periods: For sensitive recoveries, a waiting period can act as a deterrent for unauthorized access attempts. This gives you time to review and confirm that the recovery request is legitimate.
2. Maintain MFA during recovery: Don’t deactivate MFA when users are trying to recover their accounts. This ensures that multiple authentication steps are still in place, preventing unauthorized access.

The MFA recovery process should always remain as secure as possible, even if it’s a bit slower than regular authentication. By adding layers of security, such as SMS or app-based MFA, you can ensure that both you and your users stay protected.

Simplify account recovery with Plivo’s Verify API

Plivo’s Verify API streamlines the MFA recovery process with secure, multi-channel options tailored to your business needs. By integrating Verify API into your authentication system, you can ensure users regain access efficiently while maintaining high-security standards.

Key features of Plivo’s Verify API:

• Multi-Channel support: Deliver recovery codes through SMS, voice, or in-app push notifications. With support for global reach across 220+ countries, Plivo ensures reliable account recovery even in regions with strict messaging regulations.
• Fraud prevention at no extra cost: Plivo’s built-in Fraud Shield detects and blocks fraudulent SMS activity, safeguarding your business from unnecessary costs and security breaches.
• Zero compliance hurdles: Pre-registered sender IDs and templates eliminate regulatory paperwork, allowing you to go live instantly in key markets like the US, UK, and India.
• Seamless integration: Plivo’s developer-first APIs and detailed documentation make it easy to integrate Verify API into your existing workflows. With sample code in popular languages like Python and Java, you can go live in one sprint.
• Scalability: Whether supporting a small user base or scaling to millions of users, Plivo’s infrastructure ensures consistent and reliable performance, even during peak traffic.

Why choose Plivo?

• Cost-Effective: Pay only for channel costs (SMS, voice, or WhatsApp) with no hidden fees or additional charges for verification or fraud prevention.
• Proven performance: Achieve a 95% OTP conversion rate across multiple channels, ensuring seamless user recovery experiences.
• Developer-Friendly: Cut implementation time by 90% with ready-to-use sample code and robust support from Plivo’s engineering team.

By leveraging Plivo’s Verify API, businesses can deliver a hassle-free, secure recovery experience while reducing support costs and protecting user data. Whether scaling globally or enhancing regional workflows, Plivo ensures your multi-factor authentication system remains intact during recovery, minimizing vulnerabilities and maximizing user satisfaction.

Take the next step with Plivo’s Verify API
Empower your business with a secure, cost-effective, and seamless account recovery solution. Whether you’re looking to improve OTP conversion rates, prevent fraud, or streamline user authentication, Plivo’s Verify API delivers the tools you need.

Get started today—integrate our Verify API in under a sprint and experience unparalleled reliability, global scalability, and expert support. Book a demo or request trial access now to see how Plivo can transform your account recovery process.

Effective SMS communication hinges on one key factor—ensuring messages are successfully delivered. 

However, not every text message reaches its destination. 

Various technical and regulatory factors can interfere with SMS transmission, preventing messages from being received.

For instance, in 2023, e-commerce brands worldwide sent 57.9% more SMS campaigns than the previous year, yet despite a solid 7.6% click rate and a modest 0.13% conversion rate, the overall increase in orders was only 9.4%. 

This underscores the impact that undelivered messages can have on campaign success. To tackle this, understanding the SMS delivery process helps businesses identify potential delivery roadblocks and refine their messaging strategy. 

In this article, we’ll explore how SMS delivery works, the different stages of message transmission, common reasons for failed deliveries, and strategies to maximize SMS reach and effectiveness.

How does SMS delivery work?

SMS delivery is the process of transmitting text messages from a sender to a recipient's mobile device. Understanding the distinctions between different stages of SMS delivery can help businesses optimize their communication strategies. 

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Here’s a breakdown of the key concepts and the SMS delivery process:

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SMS delivery process

Knowing how SMS is delivered can optimize your SMS campaigns. Here's a brief overview of how a message travels from initiation to delivery or potential blockage:

1. Message sent: The sender’s platform creates and sends the SMS.
2. Message routed: The SMS gateway receives the message and directs it to the appropriate mobile carrier. This step involves passing through various network gateways, and possibly different carriers if the sender and recipient are on different networks.‍
3. Carrier processing:

          👉 The carrier checks network availability and the recipient's status to determine if it can deliver the message.

           👉 If approved, the carrier delivers the message to the recipient’s device.

           👉 If flagged, the carrier filters or blocks the message, preventing delivery.

Key factors that impact SMS deliverability

Understanding what affects SMS deliverability is crucial for successful messaging. Here are the key factors that impact SMS deliverability:

1. Carrier filtering

Most mobile carriers actively prevent spam by filtering messages that show suspicious patterns. These filters analyze the sender's behavior, such as message frequency and the consistency of volume over time.

For example, a sudden spike in message volume from a new number may trigger carrier filters to block those messages, interpreting them as potential spam.

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2. Message content

The actual text of your messages can trigger spam filters if they contain certain keywords or phrases typically associated with spam. Messages that include phrases like "You've won!" or "Claim your prize now!" are more likely to be flagged as spam.

Additionally, messages that include shady links or that do not comply with formatting rules (like including non-standard characters) are more likely to be filtered.

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4. Network issues

Factors such as network reliability during high traffic periods or technical failures can hinder SMS delivery success beyond content and reputation. 

Similarly, if the recipient's phone is off, out of range, or has inbox storage issues, these problems must be resolved before the message can be delivered.

For example, during natural disasters, networks may become congested, leading to higher rates of undelivered messages.

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5. Regulatory compliance

Regulations around SMS messaging vary significantly by region and country with local and international laws. Most regions have Do Not Disturb (DND) lists and strict opt-in and opt-out rules that must be adhered to.

Regulations like the GDPR in Europe and the TCPA in the U.S. govern how businesses can collect, store, and use mobile numbers. Non-compliance can not only lead to blocked messages but also hefty fines.

For example, a U.S. company must have explicit consent from users before sending them marketing SMS and must provide an easy way to opt out of every message.

Understanding and addressing these factors will help businesses maintain high deliverability rates for their SMS campaigns, ensuring that messages reach their intended recipients efficiently and legally.

Common SMS delivery failure reasons & solutions

Proven best practices to maximize SMS delivery rates

Ensuring high SMS delivery rates is critical for effective communication. Here are proven best practices to maximize SMS deliverability.

1. Keep a clean contact list

Invalid or outdated numbers can lead to high bounce rates and lower overall deliverability. 

Example:

An online fashion store sends a flash sale SMS to 50,000 contacts but notices a 20% bounce rate. After auditing their contact list, they found that many numbers were outdated or mistyped. They introduce an SMS verification step at checkout, reducing their bounce rate and ensuring messages reach real customers.

Regularly clean your contact list by:

• Removing inactive or invalid numbers
• Using opt-in methods to ensure recipients want to receive your messages
• Updating contact information periodically to avoid sending messages to non-existent numbers

2. Optimize message formatting & structure

Poorly formatted SMS messages can be blocked by carriers or ignored by recipients. To improve deliverability, keep messages short, avoid excessive special characters, and make the CTA clear.

Example:
Poor formatting:

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"🔥 BIG SALE!! Click NOW 👉 bit.ly/abcd to get 50% OFF!! Limited Time! 🚀"

Better formatting:

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"Hey [Name], our biggest sale of the season is live! Get 50% off sitewide. Shop now: www.brand.com"

By using a branded link instead of a generic shortener, the e-commerce brand avoids carrier spam filters and increases trust.

3. Timing and frequency

The timing and frequency of your messages can affect both user engagement and deliverability. 

Schedule SMS to arrive during optimal times based on customer behavior patterns and avoid sending too many messages in a short period, which can lead to unsubscribes or spam complaints.

Example:

An electronics store adjusts their cart abandonment SMS reminders from 30 minutes to 4 hours after customers leave the site. After analyzing the results, this timing adjustment significantly boosts recovery rates, as customers are more responsive later

4. Customer segmentation

Not all recipients should receive the same message. Segmenting your audience allows for personalized and relevant communication. Consider:

• Segment contacts by demographics, purchase history, or engagement
• Send targeted messages based on preferences and past interactions
• Use dynamic content for personalized, high-response messages

Generic messages don’t work for e-commerce brands. Segmenting customers ensures that messages are relevant, leading to higher open and conversion rates.

Example:
A skincare brand segments its customers into three groups:

• New buyers receive a welcome SMS with a 10% discount on their next purchase
• Frequent shoppers get exclusive early access to sales
• Inactive customers receive a “We miss you” message with a special offer

5. Ensure compliance with local & global SMS laws

Adhering to SMS regulations is non-negotiable for legal operations and maintaining customer trust.

Familiarize yourself with local and international laws such as GDPR in Europe or TCPA in the U.S. Always get consent before sending SMS, provide clear opt-out options, and maintain records of these consents.

6. Monitor & analyze delivery reports

Continuous monitoring and analysis of your SMS campaigns’ performance help in understanding delivery success rates and identifying areas for improvement.

Key metrics to monitor include:

• Delivery rates to detect potential carrier or formatting issues
• Failure reports to understand common reasons for non-delivery
• Response times to measure engagement and campaign effectiveness

Example:

An online pet supply store finds that messages to specific regions are blocked, leading to high undelivery rates. After analyzing reports and adjusting sender IDs with their SMS provider, they significantly improve deliverability in those areas.

By implementing these best practices, businesses can ensure their SMS messages reach the right customers, improve engagement, and drive more sales.

Choosing the right SMS provider can significantly impact SMS deliverability. Plivo CX, an omnichannel SMS management platform, offers robust SMS delivery strategies that ensure reliable, high-speed message delivery with advanced analytics and compliance support.

Achieve maximum SMS delivery and customer engagement with Plivo CX

Facing challenges in SMS delivery such as failed transmissions, spam filtering, or poorly timed messages can drastically lead to financial losses for businesses. 

However, efficient SMS delivery ensures that every message counts, maximizing engagement and driving significant improvements in return on investment.

As an all-in-one customer engagement platform, Plivo CX simplifies SMS delivery management with its advanced tracking and analytics capabilities. 

Whether you’re sending out sales promotions, transactional notifications, or appointment reminders, Plivo CX allows you to automate and personalize your SMS communications.

Here’s why Plivo CX should be your go-to platform for data-driven SMS campaigns:

Welcome new customers: Create a lasting first impression with personalized welcomes and exclusive offers for new subscribers, fostering loyalty from the first interaction.

Timely campaign announcements: The platform helps you to keep your audience informed with updates on new product launches, special sales, and essential restocks.

Seamless e-commerce integration: Plivo CX integrates smoothly with e-commerce platforms like Shopify, BigCommerce, WooCommerce, and Magento, allowing you to customize SMS campaigns directly through your e-commerce system.

Optimal timing for messages: Strategically schedule your messages at optimal times to coincide with peak engagement times across different time zones. This maximizes both deliverability and customer interaction.

Leveraging customer behavior: This omnichannel customer engagement platform also uses session data to send personalized offers and recommendations that resonate with customer preferences. This increases customer engagement and sales conversions.

Craft engaging messages: Use Plivo CX’s Copywriter AI to generate compelling messages, ensuring timely delivery instantly. Benefit from AI suggestions and pre-built templates to craft personalized SMS that enhance both deliverability and customer interaction.

Customer segmentation: Use Audiences to segment your customers based on their purchase history, spending behavior, and engagement levels. Segmentation ensures that every SMS is targeted and reaches the right customer at the right time.

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Now, coming to the best part. 

With Plivo’s robust carrier network spanning over 220 countries, businesses can slash SMS expenses by up to 70% while experiencing a threefold increase in ROI. 

Typically, Plivo CX users report generating $71 for every $1 invested, establishing it as a formidable asset for e-commerce enterprises.

Schedule a free demo today to revamp your SMS delivery strategies!

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