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 The National Institute of Standards and Technology (NIST) has since recommended shifting away from these outdated methods due to their vulnerability.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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Hiring customer service agents is expensive, no matter how you cut it. However, losing them is worse. 

A high customer service agent turnover means you have to put up with ever-ending cycles of recruitment costs, along with longer wait times for your customers. Also, such an environment often leads to more burned-out employees.

Overall, this can spell doom for your contact center, and by extension, your brand. 

On average, call centers face turnover rates between 30-45%. Gallup data suggests that replacing a single agent can cost up to 40% of their annual salary. 

But the hidden costs go way beyond recruitment and training. Lost productivity, declining service quality, and increased agent burnout—a cycle that’s difficult to break.

If turnover is draining your resources and hurting your customer experience, it’s time to act. This guide breaks down why agents leave, the actual cost of customer service agent turnover, and practical steps you can take to retain your team.

Understanding customer service agent turnover 

Employee turnover has shifted dramatically in recent years. It all began with the Great Resignation in 2021, which saw record-high quit rates (47.8 million) as workers sought better benefits and work-life balance. 

In 2025, turnover still is a big challenge. 

While turnover rates have declined from the 2021-2022 peak, they still remain significant. The latest data shows an average U.S. resignation rate of 17.3%, down from 24.7%. 

Despite this decline, workers face job dissatisfaction. In 2025, 56% of workers are looking for a new job. Additionally, Forbes predicts a similar scene to the Great Resignation in 2025 as employers are waiving off benefits and cutting salaries.

According to this Reddit thread, some of the major reasons employees are leaving  include: 

• Burnout and stress: Some users have described their job as “soul-sucking” due to the repetitive nature, demanding metrics, and constant pressure to perform.
• Poor management: Ineffective, uncaring, or power-tripping supervisors contribute to turnover. Other major issues include a lack of support from management and not feeling appreciated.
• Overemphasis on metrics: A relentless focus on speed and efficiency over customer experience leads to employee dissatisfaction and churn. Agents feel like they are treated as machines rather than human beings.
• Lack of career advancement: Limited opportunities for growth within the company can make agents feel stuck and unmotivated. The removal of career advancement resources was explicitly mentioned as a negative factor.
• Low pay and benefits: While some call centers offer decent pay and benefits, others do not. Employees are more likely to leave when compensation doesn’t match the job demands.
• Difficult work environment: Understaffing, constant policy changes, and having to handle multiple responsibilities (calls, back-office work, escalations) create a challenging and overwhelming environment.
• Lack of training and support: Inadequate training, especially in complex systems, leads to frustration and early departures. 
• Feeling like just a number: Agents often feel devalued and replaceable, leading to a disconnect and lack of loyalty.
• Better opportunities: Agents will leave for better-paying positions or opportunities in other fields, especially when they feel undervalued or burned out in their current roles.

Change in company culture: A shift in focus from customer experience to speed, stricter metrics, and reduced support can drive long-term employees to leave.Cost of customer service agent turnover 

Here are some financial and operational costs associated with high customer service agent turnover:

Financial costs

Recruitment and hiring expenses

These include all costs incurred to fill a newly vacant position, like expenses related to advertising, interviewing, and conducting background checks. 

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According to the Society for Human Resource Management (SHRM) research, the average cost per hire is nearly $4,700. These expenses could rise further if you include “soft costs,” such as time spent looking for candidates.

Training and onboarding costs

Average costs of onboarding an employee could be up to $1830. 

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This will also depend on a couple of factors including experience level, training needed, and ongoing support until they reach their full productivity. 

Separation costs

All costs related to the employee’s departure, including exit interviews, administrative tasks, and potential severance pay, are covered.

New agent productivity costs

All expenses incurred when onboarding and training a new agent until they can handle all customer interactions efficiently, including the cost of initial training, lost productivity during the learning process, and errors made during the onboarding period.

Employee lifetime value costs

ELTV is the total expected value of an employee's contributions to an organization during their employment period. 

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The longer the agents stay with your company, the higher the worth. When agents leave your organization, their knowledge and value leave with them, impacting your service level.

Customer satisfaction costs

When new agents are still training, they lack the in-depth product knowledge or skills to solve customer problems swiftly. This can disrupt customer service and lead to dissatisfaction.

Operational impact

Service disruptions and productivity loss

When agents leave, the remaining employees are under additional pressure to get work done. 

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Their absence can lead to frequent disruptions in workflow, and high work pressure can easily overwhelm and stress the employees, leading to decreased productivity.

Decline in customer service quality

New hires can take time to learn professional skills and speed up services. This can lead to long-drawn wait times, inconsistent service, and more escalations with unresolved issues. This results in more customer frustration.

Negative organizational culture

Frequent turnover can create uncertainty, making employees question job stability. Moreover, constantly disrupted relationships can weaken team cohesion and make employees feel undervalued and overworked.

How to reduce customer service agent turnover

Controlling agent turnover has long-term payoffs. Proactively solving its root causes leads to higher productivity, stronger agent engagement, and consistently better customer service. 

Here are some expert-recommended strategies to reduce customer service agent turnover:

Identify early warning signs

Agents don’t decide to leave overnight. There are a series of signs you need to watch out for to identify hints of abandonment:

• Decreased enthusiasm and engagement
• Rise in absenteeism
• Decline in performance with agents struggling to meet their targets or a drop in quality
• Negative interactions with customers or colleagues
• Increase in complaints expressing frustration or dissatisfaction with their workload or management

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If you notice any of these signs, communicate with your employees, understand their concerns and work on improving their experience.

Arrange flexible working conditions

 A US Career study indicated that in 2024, over 95% of workers desired some form of remote work. Specifically, 54% preferred to work fully remotely, 41% favored a hybrid schedule, and only 5% wished to work in the office full-time.

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Offering remote and hybrid arrangements can motivate employees to work better. All you need to do is support your employees with necessary AI-powered tools, CRM access and omnichannel communication tools to work effectively from anywhere.

Improve onboarding & training

Well-trained agents can be far more productive and less stressed. 

Create a comprehensive training program that covers everything from product knowledge to best practices and escalation protocols. Ongoing training helps agents build confidence while managers actively monitor performance and suggest improvements.

Provide better tools  to distribute the workload

Confusing processes and a lack of proper support can increase agents' stress. To mitigate this, use data and insights to identify pain points, streamline workflows, and simplify processes. 

Try implementing AI-powered chatbots to handle initial customer interactions and skilled-based routing to forward calls to the most appropriate agent.

Provide clear career paths

Outline clear career paths to show your agents that there’s growth for them. Outline the steps involved, the skills required, and the potential benefits in store for them. Also, you should provide avenues for professional growth through mentorship, training, and skill development. 

Additionally, schedule regular performance evaluations and career discussions to monitor progress and offer support. This will motivate the agents to stay with the company.

Reward & recognize

Create a formal recognition program that acknowledges and celebrates good performance through public recognition, monetary rewards, or other meaningful incentives. 

Additionally, introduce leaderboards and competitions to create friendly competition and motivate agents to perform better.

Review & learn from exit interviews

Use exit interviews to gather candid feedback on workplace experiences and obstacles. Ask open-ended questions to encourage honest feedback on their experiences, management interactions, and workplace challenges. 

Look for trends in responses and make necessary changes to address the root causes of turnover.

Reduce turnover impact with Plivo CX’s AI agents

While retaining skilled human agents is crucial, businesses also need a fallback plan when turnover spikes. This is where Plivo CX’s AI agents come in.

Plivo CX is an AI-first, omnichannel customer service platform that seamlessly integrates with your CRM, billing systems, and knowledge base to provide accurate, context-aware support for sales, customer engagement, and technical troubleshooting.

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Here is what it can do for your business:

• Always-available customer support: Operates 24/7 without breaks, ensuring uninterrupted customer service
• Seamless integration with business systems: Connects with CRM, billing, ticketing systems, and knowledge base for accurate, context-aware responses
• Versatile AI agent roles: Specialized AI agents for sales, customer engagement, retention, and support
• Intelligent, human-like conversations: Uses approved content (FAQs, policies, articles) to provide accurate and reliable responses
• AI-powered omnichannel support: Supports voice, WhatsApp, webchat, and other communication channels to ensure a unified experience across platforms
• Enhanced customer engagement & sales: AI-driven abandoned cart reminders, personalized offers, and proactive engagement to boost conversions
• Reducing workload for human agents: Minimizes the impact of high turnover by filling workforce gaps
• Compliance & security: SOC 2 certified and GDPR compliant for secure customer interactions

Book a demo to learn more.

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Voice commerce is a $421.7 billion opportunity.

Yes, more than 27% of U.S. consumers made online payments with voice assistants instead of manually browsing multiple screens and navigating the checkout process. Devices like Amazon Echo, Google Home, and Samsung SmartThings now act as virtual shopping assistants.

With the number of voice search users anticipated to reach 157.1 million by 2026, voice commerce opens up a faster purchasing channel. For businesses, this means a higher conversion rate, stronger sales, and streamlined customer support.

In this blog post, we’ll explore voice commerce, how it works, and its benefits for your business.

What is voice commerce?

Voice commerce, or v-commerce, is a technology-driven shopping experience that allows customers to search for, purchase, and manage orders using voice commands. It reduces the reliance on screens and keyboards during the buying process.

The technology relies on two components: smart speakers that convert speech into digital commands and AI assistants that interpret these commands and take action. Customers can shop hands-free while cooking, driving, or multitasking.

How does voice commerce work?

The process starts when your customer speaks a command into voice-enabled devices. While it seems simple on the surface (the customer speaks and the device responds), the technology performs several steps to complete each task. These steps include:

• Converting speech to actionable data: Your customer's spoken command gets captured and converted to text through automatic speech recognition (ASR) algorithms. For example, when they say "buy new headphones," the system captures each word.
• Understanding customer intent: The system analyzes this text to understand what your customer wants. It breaks down the command to identify the action (buying) and the product (headphones). This involves natural language processing (NLP) to interpret the meaning behind the words.
• Finding the right products: Once the system understands the intent, it searches your product database or online store for relevant items. It pulls up matching products, prices, and availability.
• Creating the right response: Then, the system creates a response based on its findings. If multiple headphone options exist, it might ask for more specifics about the price range or features your customer wants.
• Completing transaction: The customer can then confirm their choice, and the system completes the transaction — adding headphones to the cart, processing payment, or scheduling the delivery.

When you implement voice commerce for your business, pay attention to the following:

• Speech recognition must handle different accents and background noise.
• Your product database needs clear categorization for accurate matching.
• Response systems should sound natural while providing accurate information.

Plivo’s AI voice agent makes integrating voice commerce simple. The platform combines three models: speech-to-text (STT) to convert customer voice to text, large language models (LLM) to understand customer intent, and text-to-speech (TTS) for natural responses.

Here's how an interaction with Plivo’s AI voice agent flows:

Customer: "I want to buy a new dress."

AI voice agent: "What style or color are you looking for?"

Customer: "A red cocktail dress."

AI voice agent: "We have red cocktail dresses in stock. What size do you need?"

Customer: "Medium."

AI voice agent: "Found a medium red cocktail dress. Ready to check out?"

Customer: "Yes."

AI voice agent: "Order confirmed. Delivery in three business days."

Each question narrows down options until the customer finds exactly what they want. The system handles real-time conversations with minimal latency and can process and respond to mid-speech interruptions.

Plus, you can train it on your product database and business rules to deliver relevant, contextual responses.

You also control the tech stack behind these interactions. Integrate Plivo with your preferred tools for speech recognition (like Deepgram), language processing (OpenAI), and voice generation (ElevenLabs).

Benefits of voice commerce for business

Let’s now look at what voice commerce means for your business.

Increased key sales metrics

Voice assistance commerce will claim nearly 30% of all e-commerce revenue by 2030. It directly impacts the sales metrics and drives growth through:

• Increased conversion rates: Instead of manually searching for items, customers have to speak to get instant tailored recommendations. This makes shopping more intuitive and reduces drop-offs, leading to a higher conversion rate.
• Reduced cart abandonment rates: Many customers abandon carts due to lengthy or complex checkout processes. Commands like “Buy this now” or “Complete my order” will reduce friction and promote seamless shopping experiences.
• Improved customer lifetime value (CLV): Simplified reordering of previous purchases increases sales frequency and long-term customer retention. Customers can simply say, “Reorder my protein powder” or “Buy the same shampoo as last time.”
  
  • Impact:
    
    • Reduces effort, making repurchasing quick and effortless
    • Customers stick with the brand due to convenience
    • More frequent purchases → Higher CLV

For example, Starbucks integrated voice ordering through Amazon's Alexa for customers to place orders via voice commands. This led to a 16% higher monthly revenue per user from customers who used the feature.

Reduced support cost

Voice commerce reduces support costs as it handles routine customer inquiries with ease. Your support team can focus on complex issues while the voice system manages common questions about order tracking, store hours, and product information.

The system operates 24/7, so customers get immediate answers without waiting for support staff. This self-service approach cuts call volumes and support queue times. Plus, voice assistants can manage multiple customer conversations simultaneously, eliminating additional staffing costs.

Improved customer experience

82% of customers report that personalization drives brand choice. With tailored recommendations and natural conversations, voice agents let customers connect with your brand on their terms.

For example, Domino's virtual voice ordering assistant, Dom, handles customized orders, suggests additions, and finds the best deals.

Beyond convenience, voice commerce helps collect direct customer feedback to improve your service. Customers can quickly share their thoughts through simple voice commands, helping you understand and address customer needs faster.

Challenges of voice commerce

Voice commerce brings three core challenges you need to consider.

Technological complexity

Voice commerce relies on expertise in NLP and voice recognition technology to get started. The system must accurately capture and convert voice commands to text, even with different accents and noisy backgrounds. Misinterpretations of customer queries can affect the entire brand's reputation and reduce customer satisfaction.

Invest in advanced NLP and machine learning algorithms to improve performance. Partnering with a voice-first vendor like Plivo gets the task done through high-quality, low-latency audio and context-aware interactions without a hitch.

Security concerns

Voice commerce shoppers often worry about their data being recorded, stored, and potentially shared with third parties since AI handles sensitive customer data.

This system requires extra security layers for data protection and purchase verification. Businesses must address potential vulnerabilities to prevent fraud or unauthorized access through sophisticated encryption techniques.

Integration challenges

Your voice platform must connect with your e-commerce infrastructure, inventory management, payment processing, and customer data systems. The system should also sync with your product database for accurate pricing, availability, and descriptions.

While platforms like PayPal support voice transactions, many payment systems and banks don't offer voice commerce capabilities yet.  This can slow implementation and limit your growth potential until more providers adopt voice technology.

Measures to make voice commerce the next big thing

Voice commerce relies on advanced technology, but making it right doesn’t have to be complicated. Let’s look at measures to ensure its success and drive customer engagement.

Boost discoverability with voice search SEO

Voice search behavior differs from text — your customers speak in full sentences of 6-10 words. They ask, "Show me high-performance running shoes under $100" instead of "running shoes." So, connect your catalog with search engines and optimize product descriptions for these longer, conversational searches.

With 18% of global consumers using voice shopping weekly, discoverability improves when you optimize for natural speech patterns.

Streamline purchases with voice-activated shopping

Set up quick voice checkout flows and minimize steps between product discovery and purchase.

Nike launched Adapt BB shoes through Google Assistant. Fans bought the entire stock in six minutes using voice commands during an NBA game halftime. The launch proved voice shopping can drive quick sales when you make purchasing effortless.

Deliver hassle-free support with voice AI

Train your voice AI on common customer issues. Build responses for tracking, returns, product specs, and shipping questions. Update the system with new products and policies. For example, 1-800-Flowers runs voice self-service for customers to track orders, change delivery details, and check FAQs. This support channel works 24/7, letting customers get help when they need it.

Track voice commerce performance

Set clear metrics for your voice channel and use insights to refine your strategy. Track voice-activated sales, search volume, and support requests. Monitor how voice affects customer behavior. Do they order more often? Place bigger orders? Buy different products?

Analyze patterns and optimize voice interactions to improve customer engagement and maximize ROI. Voice support cuts operational expenses, and self-service options reduce agent workload. This automated ordering speeds up sales processing.

Turn customer insights into smarter strategies

Update your voice features based on user needs. Fix common pain points, add requested features, and remove unused options.

Estée Lauder's voice-enabled makeup assistant (VMA) collects user input during key moments of the experience. Customers share thoughts through voice commands or the feedback menu. Their app updates reflect direct user feedback.

Voice commerce then, now, and beyond

From basic speech recognition to sophisticated shopping systems, voice commerce has evolved so much. Here’s a timeline of the evolution:

• IBM's 1961 "Shoebox" could understand just 16 spoken words.
• In 1971, Carnegie Mellon's "Harpy" system processed 1,000 words through DARPA funding.
• The real breakthrough came in the 1980s when Dragon Systems brought speech recognition to personal computers.
• The 2010s marked the shift to mainstream voice commerce adoption:
  
  • Apple's Siri (2011) introduced voice assistance to millions of iPhone users.
  • Amazon's Alexa voice assistant (2014) transformed voice shopping by connecting speech recognition with e-commerce.
  • Google Assistant (2016) joined the voice commerce market, driving competition and innovation.

Today, voice commerce is no longer used just for single-store transactions. Businesses can now integrate with multiple voice platforms — Alexa supports transactions for Walmart, Best Buy, 1-800-FLOWERS, and Starbucks. Customers only need to link their retail accounts to start voice shopping.

REI Co-op, Redbox, and eBags also use the platform to distribute deals and track orders.

Apple Store handles peer-to-peer payments through Siri. Walmart's mobile app tests hands-free shopping, order scheduling, and voice-based customer support.

The market shows strong growth potential. Research projects voice commerce to grow at a CAGR of 24.34% annually from 2024 to 2030. That means v-commerce is slowly becoming a necessity to stay competitive for businesses.

Explore voice commerce with Plivo’s AI voice agent

Launch, scale, and manage voice commerce through Plivo’s AI voice agent, which offers 99.99% uptime and 16kHz audio quality for clear conversations along with:

• Human-like interactions: Keep emotion and accent in conversations. Voice detection creates a natural conversation flow
• Context-aware responses: Provide relevant answers with AI that learns from your business knowledge base
• Flexible tech stack: Connect any STT, LLM, or TTS system
• Low-latency audio: Process conversations in real time with minimal delays
• Backup protection: Reroute networks reroute in under 2 seconds during outages
• Voice activity detection: Track speech onset and end for smooth conversations

Guide your customers through product selections, deliver personalized recommendations, and close sales on auto-pilot. Contact us to get started.

Natural language processing (NLP) works behind the scenes in places you might not even notice — filtering spam emails, customer service chatbots, and even accurate Netflix recommendations. It’s woven across industries and is rapidly evolving, with the market projected to hit 156.76 billion by 2030.

It's natural to wonder whether NLP is too complex or worth integrating into your systems. This guide offers five digestible NLP steps so you can understand how the technology works and whether it’s a good fit for your business.

What is NLP?

Simply put, NLP lets a machine understand, interpret, and respond to human language, written or spoken. It's the reason voice assistants listen to your commands, chatbots answer your queries, and search engines predict what you’re looking for even before you finish typing.

The NLP process is powered by two key components.

Natural language understanding (NLU) helps machines decode what humans mean, even if the content isn't totally clear. For example, customer support chatbots use NLU to recognize when a user is frustrated (based on words like “poor service” or “I need help now”) and escalate the issue appropriately.

Once the machine understands what the user is saying, natural language generation (NLG) generates a response in a way that sounds natural. Instead of just responding with pre-set phrases, the system personalizes the response based on the user’s request, offering logical next steps, similar to how a human agent would.

Here’s a quick rundown of the stages of NLP:

• Splits sentences into smaller chunks (tokenization in NLP) for easier processing.
• Identifies keywords, grammar, and structure to understand context.
• Detects names, dates, locations, and brands (e.g., virtual assistants retrieving order details).
• Determines if a message is a question, request, or complaint for accurate chatbot/voice assistant responses.
• Assesses tone and emotions to gauge customer satisfaction in chats.

To better understand NLP techniques, let’s go through the most common everyday NLP applications.

Most common everyday NLP applications

Along with autocorrecting and filtering spam emails, NLP is most commonly used in the following use cases:

• Chatbots and virtual assistants: NLP enables AI chatbots in customer service to understand and respond to human language, improving customer support and user engagement. These virtual assistants handle tasks like answering FAQs, scheduling appointments, and providing 24/7 customer service, mimicking human interactions to improve efficiency.
• Language translation: Tools like Google Translate use NLP to provide real-time multilingual support. You use this to communicate with global customers and break language barriers in customer service.
• Sentiment analysis: How does a machine know when a caller is frustrated, angry, or simply uninterested in your product? Sentiment analysis scans customer reviews, support tickets, or even social media mentions to determine if the feedback is positive, negative, or neutral. You can use it to gauge customer opinions.
• Speech recognition and voice AI: Speech recognition converts spoken words into text which helps businesses with real-time transcription, AI-driven interactive voice response (IVR) responses, and improved call routing. An advanced ASR (automatic speech recognition) tool like Plivo also masks inappropriate content in transcriptions and improves speech recognition accuracy by providing a list of hint words expected from the caller.

Now that we know about the most basic everyday NLP applications, let’s understand the five NLP steps in detail. 

5 steps in natural language processing

Let’s go through the five steps in NLP with examples.

Step #1: Lexical analysis

Text preprocessing in NLP precedes lexical analysis as it undergoes cleaning, tokenizing, and structuring raw data to make it readable for NLP models.

A study emphasizes that understanding grammatical structures and keywords is vital for chatbots to provide coherent and relevant responses in real-world situations. Lexical analysis helps NLP do so, making it one of the most important natural language processing steps.

It converts a sequence of characters into a sequence of tokens. This tokenization in NLP deciphers and segments languages into units (lexemes), such as sentences, phrases, and words.

Some words can stand alone, like “cat” or “jump”. These are free morphemes because they don’t need any extra help to be complete words. However, then there are bound morphemes, which have to latch onto something else to make sense. For instance,  “replaying”:

• “re-” (a prefix meaning “again”)
• “play” (the root word that holds the meaning)
• “-ing” (a suffix showing it's happening right now)

Neither of these words can exist alone, they always need a root word to stick to.

Machine learning in AI plays an important role in lexical analysis by helping NLP systems continuously improve their ability to identify and segment words accurately. When NLP analyzes text, it goes through a process to understand these layers, which helps understand word meanings, grammatical structures, and even how words change depending on context.

Lexical analysis teaches AI to deconstruct language the way the human brain does, but faster.

Step #2: Syntactic analysis

Syntax is the foundation of language, it’s how words and phrases come together to form meaningful sentences. Syntactic analysis (or parsing) lets NLP systems understand sentence structure and relationships between words rather than analyzing them in isolation.

This ensures that AI-powered chatbots, smart IVR systems, and voice assistants interpret user queries correctly.

When NLP performs syntactic analysis, it:

• Identifies sentence structure: Breaks a sentence into subject, predicate, objects, clauses, etc.
• Determines relationships between words: Determines which words depend on or modify others.
• Checks for grammatical correctness: Ensures the sentence follows valid language rules.

Syntactic analysis is important for chatbots and virtual assistants to improve customer experience with smart IVR. When a customer says, “I need help to reset my password”, the system uses syntactic analysis to recognize:

• “I” as the subject
• “need help” as the action
• “resetting my password” as the specific request

This structured understanding helps the AI respond appropriately, directing users to the right solution without confusion or misinterpretation.

Step #3: Semantic analysis

Semantic analysis in NLP deciphers meaning based on context, intent, and sentiment. The same word or phrase can imply different things depending on how it's used, and semantic analysis ensures AI comprehends these nuances accurately.

For instance, if a caller says, "I need to cancel my order because I wasn’t happy with the last one," a basic AI might fixate on the keyword "cancel" and proceed with the request.

But a Plivo-powered voice agent with semantic analysis understands the full context. It detects dissatisfaction from "wasn’t happy with the last one" and responds empathetically:

• “I’m really sorry about your previous experience. Let’s make this right.”
• Apart from processing the query, it might offer a resolution: “How about a 20% discount on your current order as an apology?”

Semantic analysis helps voice agents understand natural conversations instead of just keywords. This context-aware approach makes customer interactions more human, but you can also use these voice transcriptions for customer analytics to make informed decisions.

Step #4: Disclosure integration

Discourse integration helps NLP models grasp the broader meaning of conversations by considering previous sentences for context. This ensures more accurate interpretations and reduces confusion in AI-driven interactions.

For example, in a customer support chat:

Caller: "I lost my credit card yesterday."

Bot: “I’m sorry to hear that. Would you like to report it as lost or request a replacement?"

Caller: “Cancel it.”

Without discourse integration, the AI might struggle to understand whether the user wants to cancel the report or the card itself. By analyzing the conversation history, it correctly determines that "cancel it" refers to the lost card and proceeds accordingly.

This is important for businesses to automate customer interactions, and ensure smarter, context-aware responses in finance, healthcare, and beyond.

Step #5: Pragmatic analysis

Pragmatic analysis interprets meaning based on context, tone, and real-world knowledge rather than just literal word definitions so that the conversations feel natural and relevant. For instance, when a user asks, "What's the price of your premium subscription plan?"

The bot responds with, "Sure, our premium starts at $50 per month.”

Now, if the user simply responds, "That's a little steep," the bot automatically suggests, "Would you like to explore our standard plan starting at $30?"

While the user doesn't explicitly mention they want to explore a lower-priced option, pragmatic analysis recognizes the implied concern and suggests an alternative.

Businesses benefit from this by providing better customer engagement, fewer misunderstandings, and more effective automation.

While the steps in NLP help make customer experience better, it’s not all pros. 

Challenges and future advancements in NLP

One of the biggest NLP challenges is the bias in AI models.

Since AI learns from human data, it can reflect societal biases, leading to unfair or misleading outputs. MIT researchers developed a technique that reduces bias in AI models while preserving or even improving their accuracy for fairer and more reliable AI decision-making.

Another challenge is understanding regional dialects and slang. Many NLP models struggle with informal speech, code-switching, and cultural nuances, making accurate interpretation difficult in multilingual or diverse environments.

Ethical concerns, such as misinformation, privacy risks, and deepfakes (AI-generated content that falsely mimics real people) add to the complexity.

Looking ahead, context-aware AI conversations will improve chatbot and virtual assistant interactions, making them more natural and relevant. Real-time speech translation is also advancing, aiming for easy, culturally aware translations without robotic phrasing. As NLP evolves, voice integration in conversational AI will focus on making AI communication more inclusive, ethical, and human-like.

How Plivo's AI-powered voice agents advance intelligent  conversations

Keeping up with customer queries can be overwhelming, especially as your business grows. Long wait times, repetitive questions, and overworked support teams aren’t exactly a route to greater customer experiences.

This is where AI-powered voice automation comes in.

With a system that instantly understands customer requests, responds in natural language, and even recognizes 27 languages to serve a diverse audience in place, keeping your customers happy becomes easy. That’s what Plivo’s AI voice agents do.

They streamline customer interactions with features like real-time transcription, smart IVR for self-service that’s ideal for healthcare, banking, and routine queries, and a secure, scalable voice agent with built-in message redaction and compliance. 

Plus, Plivo lets you integrate any speech-to-text provider, large language model (LLM), or text-to-speech (TTS) engine, giving you complete control over your AI experience.

Thousands of businesses use Plivo to reduce support load, improve response times, and keep customers happy, without disrupting workflows. Contact us to see how our solutions can make your communication systems more efficient.

In 2024 alone, Intercom’s artificial intelligence (AI) voice bot, Fin, tackled 13 million customer questions for over 4,000 businesses. And it’s not just chatbots. Gartner predicts that by 2026, 30% of enterprises will automate over half of their customer interactions, up from just 10% in 2023.

Clearly, AI voice intelligence in customer service is leading the charge.

However, despite its benefits, many business owners still wonder: will automation make customer interactions feel robotic? More importantly, how do you use voice AI in a way that actually improves customer experience?

This guide will break it all down — what voice intelligence is, how businesses use it, and the real impact it has on customer interactions across industries.

What is voice intelligence?

Voice intelligence is an AI-powered system that can understand, interpret, and respond to spoken language the way humans do.

Unlike conventional interactive voice response (IVR) systems, which rely on rigid menu-based navigation, natural language processing (NLP) in voice AI listens to callers' words, processes their intent, and delivers relevant responses.

For example, Apple's Siri goes beyond setting alarms or reminders and asks follow-up questions to maintain context in a conversation. Similarly, Google’s Gemini can summarize web pages, suggest replies, and help you with booking appointments. 

But how does it actually work?

How voice intelligence works

Voice intelligence combines AI tools like NLP, machine learning, and real-time AI-powered speech analysis to analyze calls, voicemails, and digital conversations, helping businesses respond faster and more accurately.

This means they can catch key issues, offer better support, and even automate certain interactions, without losing the human touch.

Let’s break this down with a use case.

User A calls their bank’s support line after noticing an unfamiliar charge on their credit card.

Speech recognition converts voice into text

At the core of voice intelligence lies speech recognition. It converts spoken words into text and allows AI-powered voice agents to "listen" to a caller.

Going back to our example where the user calls their bank, here’s what happens behind the scenes:

When they say, "I see a charge I don't recognize on my card.", the speech recognition gets to work. It transcribes the words into text, identifies individual words, corrects minor pronunciation errors, recognizes the accent, and captures the intent without losing context.

Plivo's automatic speech recognition (ASR) takes it a step further. It filters inappropriate content in transcriptions, supports speech recognition in 27 languages, and offers pre-built models for different industries.

So if the user uses rash language like “I’m pissed off with this bank”, the ASR identifies “pissed off” as inappropriate and removes it from the transcript. At the same time, it correctly interprets 'charge' in the context of financial transactions, avoiding confusion with alternative meanings such as charging a device.

NLP understands intent and context

NLP in voice intelligence recognizes accents, slang, and even sentiments. It actually grasps the meaning behind those words the way humans do.

When the user says, "I see a charge I don't recognize on my card," the system, using NLP, identifies key terms like “charge” and “don't recognize” to understand that the user is reporting a potentially fraudulent transaction.

If such an interaction has occurred in the past, machine learning in voice intelligence learns from it and improves its ability to detect predictable phrases like "unauthorized charge," "fraud," etc. It also detects a spike in customers calling about fraudulent charges in the future.

AI-driven decision-making determines the right response

After the call gets transcribed and analyzed, AI taps into past interactions to offer a faster, personalized resolution. For instance, if the user has travel alerts active on their account, AI determines the charge is legitimate and reassures them.

If the user expresses urgency with phrases like, "It's serious", or "I need to talk to a specialist now", AI picks up on the tone and escalates it to a human fraud specialist. 

But even the smartest voice AI can only make good decisions with high-quality voice data.

Plivo’s call analytics plays a vital role by identifying audio issues like poor network conditions, background noise, or low call clarity. It correlates audio quality metrics with device metadata and network conditions so that businesses can ensure AI decisions are based on accurate, uninterrupted speech data.

This leads to better fraud detection, sentiment analysis, and overall customer experience.

Text-to-speech (TTS) helps bots sound human-like

While voice recognition AI converts the call into text, text-to-speech (TTS) does the reverse. It converts the AI-generated responses into natural, human-like speech.

TTS gauges intent adapts to different accents, and structures responses naturally. Instead of a robotic reply, it might say, “I understand that an unfamiliar charge is concerning. Let me check that for you.”

For urgent cases, it might say, “Let me transfer this call to our fraud specialist right away.”

Unlike stiff, pre-recorded messages, TTS adapts to each conversation in real-time, making AI-powered voice responses feel more human and helpful.

This brings us to our next question: what are the benefits of voice intelligence?

Benefits of voice intelligence for businesses

Now that we know how voice intelligence works, let’s understand its benefits for businesses.

Scalability: Never leave a customer on hold

Voice intelligence enables businesses to manage customer interactions efficiently, regardless of call volume. AI-powered tools ensure immediate attention for every customer, eliminating long wait times and improving satisfaction.

For example, a retail business may experience a surge in inquiries about shipping, returns, or product availability during the holiday season. Voice intelligence deploys agents to answer common questions like "What is your return policy?" or "When will my order arrive?" for multiple customers at the same time.

For calls requiring human assistance, the AI gathers details such as order numbers or the nature of the issue beforehand, helping representatives resolve concerns more quickly.

What’s more, AI can offer callbacks instead of making customers wait on hold, keeping frustration levels low and satisfaction high.

Reduced costs: Say goodbye to excess customer support hiring

Since AI-powered voice agents handle repetitive inquiries, it reduces the workload for human agents. Businesses don't need to hire extra staff to manage call spikes. Plus, during high call volumes, it absorbs extra demand, keeping customer service intact without additional payroll expenses.

AI-powered voice agents also learn instantly and require no training, further reducing the overhead of onboarding new employees.

Increased customer satisfaction: Make context-aware conversations in multiple languages

Become, a financial technology company, integrated Plivo's Browser SDK to enable high-quality voice calls within their web application. This integration allowed account managers to communicate effectively with customers worldwide, totaling over 6 million minutes of calls, thereby improving customer relationships and operational efficiency.

Voice intelligence, however, isn't just for call centers.

It can enhance learning, customer support, and global communication, even for a language-learning platform. The technology can use voice agents to provide real-time translations and personalized tutoring, translate and simplify complex concepts in their preferred language.

Improved compliance: Save a fortune on penalties

Industries like finance, healthcare, and telecom require call recording and documentation to comply with laws like the Health Insurance Portability and Accountability Act (HIPAA), Payment Card Industry Data Security Standard (PCI-DSS), and General Data Protection Regulation (EU) (GDPR).

A provider like Plivo ensures businesses can automatically record and store calls securely. Its APIs implement custom monitoring and analytics solutions tailored to your compliance needs. So, it helps improve customer experience while ensuring your business complies with the necessary regulations.

Real-world use cases of voice intelligence

Let’s look at how businesses are putting voice intelligence to work, improving customer experiences, and solving everyday challenges.

1. Faster customer support and personalized shopping assistance  

AI-powered voice agents can handle order tracking, refunds, and cancellations without human intervention.

When a customer asks, "Where's my order?", the AI agent fetches real-time tracking updates instantly, reducing wait times and improving customer satisfaction.

With voice AI analytics, businesses can also gain customer insights and offer personalized shopping assistance. Voice agents guide customers through product selections, suggest tailored recommendations, and even complete purchases.

2. Streamline routine financial services

As per a 2024 survey by Bain & Company, financial services firms are experiencing notable productivity gains through AI adoption. For instance, voice intelligence software in financial services can offer instant account information, transaction processing, and personalized financial advice anytime, anywhere to the customers.

It can also become a financial advisor for the customer and recognize trends and patterns to suggest smart investment strategies.

3. Improve patient outcomes

Voice intelligence in healthcare helps providers deliver secure, and HIPAA-compliant interactions to ensure a smoother journey for everyone.

You can easily provide preliminary health assessments, medication reminders, and appointment scheduling with a personalized AI touch.

4. Make customers feel included

For educators and institutions, AI-powered voice solutions reduce the need for multilingual tutors, making education more scalable and cost-effective.

Even better? They can act as personalized tutors, adapting to each student’s learning style, and providing clarifications, explanations, and feedback in real time.

Take the first step toward integrating voice intelligence with Plivo-powered AI voice agents 

Integrating voice intelligence into your communication systems can feel daunting, especially with technical bottlenecks, and the risk of sounding too ‘robotic’. 

However, Plivo-powered AI voice agents make it easy. It lets you integrate any speech-to-text provider, LLM model, and text-to-speech provider of your choice, giving you the flexibility to build natural, high-quality AI voice interactions.

Plus, Plivo delivers on two key pillars of exceptional customer interactions, crystal-clear voice quality and reliability. With 99.99% uptime and high-quality 16kHz audio, it ensures reliable communication across 220+ countries and territories.

Whether you use voice agents to preserve emotions, emphasis, and accents, or to handle mid-speech interruptions, Plivo-powered AI voice agents reduce latency and provide real-time responsiveness.

Since the future of voice intelligence lies in context-aware, emotion-driven interactions, it’s time to switch to a provider that offers all that and more. Contact us to learn how thousands of businesses optimize their workflows without disrupting customer experience with Plivo.

As the evening winds down, what's better than a game of your favorite sport? Maybe some badminton?

During your break while playing, you check your phone. A message instantly pops up—not stored in an inbox, not a push notification you can swipe away, but a flash SMS.

It’s a limited-time deal on the badminton shoes you’ve been eyeing, expiring in two hours. You tap the link and complete your purchase.

This is what flash SMS can do—capture attention, create urgency, and drive immediate action. Unlike regular SMS, it ensures that time-sensitive promotions don’t go unnoticed.

So, how do you send a flash SMS that delivers results?

In this article, we’ll cover the key steps to creating a high-converting campaign and best practices for crafting compelling messages.

How do flash SMS promotions work?

Flash SMS, or Class 0 SMS, is a unique text message that instantly pops up on the recipient’s screen without needing to be opened, ensuring immediate visibility. 

Businesses use flash SMS promotions to send urgent, action-driven messages via an SMS platform, making it ideal for time-sensitive promotions. Unlike regular SMS, it bypasses the inbox, grabbing attention and prompting quick customer action.

Since the message stays on-screen until dismissed, customers are more likely to click, redeem offers, or complete purchases quickly.

Here’s how flash messages work:

• Instant visibility: The message pops up on-screen as soon as it’s received
• No inbox clutter: Flash SMS does not get stored unless the recipient actively chooses to save it
• High engagement: Since the message must be dismissed manually, it grabs higher engagement than standard SMS

Use cases for flash sms

Businesses across various industries use them to engage customers, increase sales, and send critical alerts. Below are some key use cases of flash SMS:

1. Flash sales and limited-time discounts 

When running limited-time sales, every second counts. You can instantly inform customers about time-sensitive promotions, prompting quick actions.

Example: A fashion brand running a two-hour sale sends:

"🚀 50% OFF for 2 hours! Tap now before the deal ends → [link]"

2. Urgent alerts and real-time updates

Customers need instant updates for important service changes, like order confirmations, delivery delays, or security alerts. Organizations can use flash SMS to send critical information that requires immediate attention.

Example: A payment service provider sends:

"⚠️ Suspicious login detected on your account. Click here to verify or secure your account → [link]"

Since the message stays on-screen until dismissed, customers take action immediately.

For instance, T-Mobile tested sending emergency alerts via satellite to ensure users receive vital information even when off the grid.

3. Exclusive VIP offers for loyal customers

Brands can reward their most loyal customers with exclusive deals or early access to new products via flash SMS. By sending time-sensitive, personalized offers directly to their screens, businesses can build stronger relationships and increase customer retention.

Example: A cosmetics brand launching a new product line sends:

"💎 VIP early access! Get first dibs on our new collection before anyone else → [link]"

How to set up a high-converting flash SMS campaign

Flash SMS campaigns can deliver higher conversions when executed strategically. Follow these key steps to maximize every message's impact and drive measurable results.

Step 1: Define your campaign goal

Before sending out any messages, clearly define the objective of your campaign. A well-defined goal ensures that your messaging is focused, relevant, and aligned with your business needs.

Are you aiming to:

• Increase sales through a flash sale or limited-time discount?
• Increase engagement with VIP offers or event reminders?
• Create urgency with time-sensitive updates or alerts?

Flash SMS works best when:

✅ You need immediate engagement (e.g., flash sales, limited-time discounts)
✅ Your brand wants to stand out in crowded inboxes and notifications
✅ Your audience responds well to urgent, short-form marketing

However, frequent overuse can lead to customer fatigue, so use flash SMS strategically.

Step 2: Build a targeted audience list

Not all customers respond the same way to promotions. To maximize conversions, segment your audience based on:

• Purchase history: Previous buyers, high-value customers, or first-time shoppers
• Engagement level: Subscribers who interact with past SMS campaigns
• Location & timing: Send messages at optimal hours based on customer time zones

By sending personalized, relevant messages, you increase the likelihood of engagement and action.

Step 3: Craft a clear & actionable message

Since flash SMS messages appear directly on the screen and are not stored, your message must be clear and action-driven.

• Keep it under 160 characters: No room for fluff!
• Use urgency-driven words: “Hurry!,” “Limited time,” “Only today”
• Include a strong CTA: “Shop now,” “Claim your deal,” or “Reserve your spot”

Example messages:

🚀 FLASH SALE! 40% OFF sitewide for 2 hours only! Shop now → [link]
⚡ EXCLUSIVE! VIP early access to our new collection. Tap to shop → [link]

Step 4: Optimize timing & frequency

Flash SMS works best when timing aligns with customer behavior and purchasing patterns. Sending messages too early or too late can reduce effectiveness, while poorly timed promotions may go unnoticed. 

Consider:

• Peak activity hours: Send messages when customers are most likely to engage (e.g., lunch breaks, evenings)
• Urgency-based timing: Align messages with last-minute reminders for ongoing sales
• Avoiding spam: Sending too many messages can lead to opt-outs. Balance frequency for maximum impact

Step 5: Choose a reliable flash SMS platform

A successful flash SMS campaign requires a robust SMS marketing platform that can handle high-volume messaging with zero delays. 

Prioritize an SMS provider that offers instant message delivery, automation features, and real-time analytics to optimize performance and engagement.

When evaluating a platform, look for:

• High delivery speed: Messages should appear on the recipient’s screen immediately to create urgency
• Advanced analytics: Real-time tracking of open rates, click-throughs, and conversions helps measure success
• Automation capabilities: Features like scheduling, segmentation, and personalized messaging improve efficiency
• Regulatory compliance: Ensure the platform adheres to SMS marketing laws and offers opt-in/opt-out functionalities

A well-equipped flash SMS platform can maximize the impact of your campaign by delivering messages at the right time to the right audience. 

Step 6: Test & measure performance

You need to continuously optimize flash SMS campaigns for better results. Track key performance metrics like:

• Open rates: How many recipients saw the message immediately?
• Click-through rates: Did users take action on the link provided?
• Conversion rates: How many purchases or sign-ups resulted from the SMS?

A/B testing different messages, timing, and CTA variations can help refine your campaign for even better results.

Step 7: Ensure compliance 

To maintain trust and legal compliance, follow SMS marketing regulations, such as:

• Obtain user consent before sending promotional messages.
• Provide an opt-out option (e.g., “Reply STOP to unsubscribe”).
• Avoid misleading content or overly aggressive messaging.

Best practices to maximize flash SMS conversion rates

A high-impact flash SMS campaign requires careful planning, targeted messaging, and real-time optimization. By following best practices, you build customer trust while ensuring long-term engagement:

Personalize messages for higher engagement

Flash SMS grabs attention instantly, but driving action requires relevance and urgency. Personalization in SMS is a proven strategy for higher engagement. 

Customers are 90% more likely to complete a purchase after receiving a personalized SMS.

Why it works: Personalized SMS messages make recipients feel valued and increase their likelihood of acting on the offer.

Example: "Hey Alex! Your exclusive 20% off coupon expires in 2 hours. Don’t miss out! Shop now 👉 [link]"

How to do it:

• Use the recipient’s first name to create a sense of familiarity
• Reference previous purchases to suggest relevant offers
• Offer exclusive discounts to repeat customers

Keep the message urgent and actionable

A well-timed flash SMS pushes customers to act on the spot. The key is to create a sense of urgency that makes hesitation feel like a missed opportunity.

Why it works: When customers see an offer that won’t last or an exclusive deal with limited availability, they’re more likely to act fast.

Examples:
"Only 50 spots left! Claim your exclusive VIP deal now → [link]"
"Deal ends in 2 hours! Shop now before it’s gone → [link]"

How to do it:

• Use countdowns to emphasize urgency ("Only 10 t-shirts left!)
• Highlight limited stock to create scarcity ("Deal ends in 1 hour!")
• Add words like "Hurry," "Only," "Last chance," and "Expiring soon" to drive immediate action.

Ensure a good mobile experience

Flash SMS with a poorly optimized landing page can break the conversion flow. More than 58% of website traffic comes from mobile devices. If your landing page doesn’t load quickly or is difficult to navigate, they’re likely to abandon the purchase.

How to do it:

• Optimize landing pages for fast loading speeds (aim for under 3 seconds)
• Use a clear, single CTA button to drive instant action
• Ensure the checkout process is seamless on mobile devices

Monitor performance and optimize campaigns

Even the most well-crafted flash SMS campaigns need ongoing optimization to maintain high conversion rates. 

Real-time tracking helps identify what’s working, whether it’s the messaging, timing, or audience segmentation—so businesses can fine-tune their approach.

Optimization strategy:

• Test different CTA formats (“Shop Now” vs. “Claim Your Deal”)
• Adjust send times (lunchtime vs. evening)
• Segment audiences based on engagement history

Key metrics to track:

• Open rates – How many recipients viewed the message?
• Click-Through Rates (CTR) – How many clicked the link?
• Conversion rates – How many completed a purchase?

Why businesses trust Plivo CX for high-impact flash SMS campaigns 

Remember the badminton break scenario? 

A flash SMS offer appeared instantly, grabbing attention and leading to an immediate purchase—no inbox clutter, no delays, just action. Now imagine that same impact at scale, reaching thousands of customers and ensuring every time-sensitive promotion is seen and acted on at the right moment.

That’s where Plivo CX comes in. Running a high-impact flash SMS campaign requires more than just sending messages—it demands precision, automation, and real-time tracking to drive results.

As a robust omnichannel SMS marketing platform, Plivo CX provides businesses with instant message delivery, real-time tracking, and advanced automation to drive immediate customer action. With data-driven insights, businesses can optimize their flash messaging for maximum engagement and conversions.

Here’s what Plivo CX can do to your SMS marketing campaign:

•  E-commerce integrations: Connect with e-commerce platforms like Shopify, WooCommerce, BigCommerce, and Magento to personalize and send SMS directly from your e-commerce system.
• Send messages at the perfect moment: Automate and schedule messages at optimal timings across time zones to ensure your messages reach customers at the perfect moment for maximum impact.

• Leverage customer browsing behavior: Plivo CX uses session data to send personalized product recommendations and time-sensitive offers based on customer interests. This leads to higher engagement and conversions.
• Instant campaign alerts: Keep customers engaged with timely updates on product launches, flash sales, restocks, and new arrivals. Sending real-time alerts ensures they never miss out on exclusive, limited-time offers.

• Create high-impact SMS with AI: With our Copywriter AI feature, generate compelling SMS messages instantly using pre-built templates and smart suggestions. This improves SMS deliverability.

• Customer segmentation: With Plivo CX’s Audience feature, leverage purchase history, spending habits, and engagement data to segment customers and send targeted SMS.

With Plivo’s premium carrier network spanning 220+ countries, businesses can deliver SMS instantly and at scale, reducing costs by up to 70% while tripling ROI. 

On average, Plivo CX users generate $71 for every $1 spent, making it a powerful customer engagement tool for high-impact, time-sensitive messaging.

Maximize the impact of your time-sensitive SMS campaigns with a platform built for speed, precision, and engagement. Schedule a free demo today!

Not knowing their order shipping status is quite frustrating for any online shopper, especially for time-sensitive orders. Order SMS updates are crucial to maintain trust and improve customer experience. 

In fact, 83% of shoppers look for regular text updates about their order shipping status. 

In this post, we will share a step-by-step guide covering the type of SMS order updates, how to set it up, and best practices for effective implementation.

Type of effective SMS order updates

Regular SMS alerts/reminders at different stages are crucial to keep customers engaged. Here are the main stages that you must cover: 

1. Order confirmation

The first step is to send an order confirmation SMS as soon as the order is placed. This gives the customer reassurance that the order is confirmed. 

This message typically contains the customer name, order number, and product name. You can also provide some basic details on shipping or estimated delivery time in this message. 

Order confirmation SMS template

Hi [Customer Name],  Your order #[Order Number] for [Product name] is confirmed. Your order will be shipped soon, and we'll send you a tracking link once it's on its way. If you have any questions, feel free to reach out. Thanks for shopping with us!

2. Shipping update

You can send a shipping update once the order is dispatched. This message usually contains the order number, product name, tracking link, and expected delivery date. 

This proactive SMS ensures that customers are not left wondering where their order is. 

Shipping update SMS template

Hi [Customer Name],  Your order #[Order Number] for [Product name] is shipped and is expected to be delivered by [Expected delivery date]. Track it here [Tracking link]. 

3. Delivery update

A delivery update is sent once the product is out for delivery. This message helps consumers plan their availability to receive the product. 

This typically contains the order number, product name, and estimated delivery time.

Delivery update SMS template

Hi [Customer Name],  Your order #[Order Number] for [Product name] is out for delivery by [Time window].  If you have any questions or concerns, feel free to contact us at [Customer support number].

4. Delivery confirmation

A delivery confirmation SMS is sent after the order is delivered. It often includes a link with a feedback form or support number to contact in case of any issues. 

Delivery confirmation SMS template

Your order #[Order Number] of [Product name] has been delivered successfully. We hope you enjoy your purchase! Please share your delivery experience [Delivery feedback]. If you have any questions or concerns, contact customer support at [Customer support number].

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How to set up automated SMS order updates

Here is a step-by-step guide to creating a reliable automated SMS update system: 

1. Choose an SMS marketing platform

The first step is to choose an SMS marketing platform to deliver the messages. Some key considerations to decide on an SMS marketing platform are:

• Can the platform be integrated with your eCommerce store?
• Is the pricing in your budget?
• Does the platform allow setting up automated SMS workflows?
• Is the SMS deliverability high and reliable?

2. Integrate with eCommerce platform

Once the SMS platform is finalized, you can integrate it with your eCommerce store. This integration will give the SMS platform access to the required data to send order updates. 

3. Set up automated SMS messages

Post integration, you define automated workflows to send messages when a new order is placed or the status changes of any existing order. In these automated workflows, you can set up trigger events and respective messages for the trigger. These trigger events would be:

• Order placed
• Order shipped
• Order out for delivery
• Order delivered

The platform will automatically send messages whenever a trigger hits.

4. Test and refine messages

You can track the key metrics to optimize your SMS updates further. These metrics can mainly be open rate or click rate.

Best practices for implementing SMS order updates

Follow these best practices to design effective SMS order updates:

1. Cover all order stages

Provide clear and consistent communication throughout the entire order process, from order confirmation to shipping and delivery, so customers are always aware of their order's status.

2. Keep the message concise and relevant

Customers want a quick note, so keep the message crisp with necessary details (Order number, estimated delivery date, tracking link).

3. Personalize message

For a better experience, personalize the message with specific customer/order information. 

For instance, don't just mention the order number in the message. Instead, add the product name so customers are aware of which order you're talking about in the message. 

4. Use a reliable SMS provider

You cannot afford poor deliverability in order status SMS. Imagine sending an order confirmation promising a shipping link upon dispatch, only for that crucial shipping update to go undelivered. 

That's not the type of experience customers expect, nor does any eCommerce platform want to deliver. This inconsistency frustrates customers and reflects poorly on your brand. To avoid such issues, you can choose an SMS provider with high deliverability. 

5. Add branding to SMS

Add brand details to SMS so customers can immediately recognize the brand. Some branding elements can be:

• Register your business name as the sender ID rather than using a general long code number
• Create brand voice guidelines for consistent tone and style for messages
• Start or end messages with your brand name

Send SMS order updates on autopilot with Plivo CX

Plivo CX simplifies SMS marketing for eCommerce businesses. Our no-code journey builder allows you to automate order updates easily.  

Seamlessly integrate Plivo CX with Shopify, and then you can create automated SMS order update workflows using a drag-and-drop interface – no coding required.

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Apart from the effective journey creation, Plivo CX also supports:

✅Getting customers to opt-in

✅Segmenting subscribers

✅Creating campaigns with in-built templates and AI copywriter

✅Scheduling marketing campaigns with AI assistance

✅Launching ad-hoc campaigns with ease

✅Building reports of campaigns

You get an end-to-end solution that also complies with all industry and government regulations. 

Further, we do not rely on external carriers and use our internal premium carrier network. This capability enables you to send messages to over 220 countries/territories with higher deliverability for as little as $0.0065. 

The best thing is, you can easily cut your SMS marketing costs by up to 70%.

Want to create SMS order updates campaigns quickly? 

Schedule a demo today to explore the powerful features of Plivo CX.

You might not realize it, but these subtle signs could mean you're experiencing burnout at work:

• 🤔 The “huh” exclamations when a new query ping comes in
• 😤 Getting easily irritated by almost anything
• ⚠️ Making routine mistakes that could normally have been avoided
• 📢 Raising your voice at customers
• 😐 Feeling unenthusiastic when handling customer queries
• 🏢📉 Reduced engagement levels, even while in the office

According to WHO, these signs of customer service burnout can also lead to chronic stress that spells doom for employee wellbeing. Picking these pointers up early can help minimize damage to your business and agents.

In this article, we’ll discuss the causes of customer service burnout, its impact on your business, and how to reduce or avoid it with AI.

Causes of customer service burnout

According to a 2022 McKinsey report, one in four employees experiences burnout. For customer support teams, this is usually a result of ticket overload, handling many of the same tasks every day, inadequate resources and support, and a toxic work environment.

High ticket loads due to rapid scaling

Scaling is essential for every business. 

However, it becomes problematic when your team size and resources remain the same. Imagine managing over a thousand queries, up from a few dozen per day, with just five agents. That means each agent has to handle about 200 tickets every day, compared to the previous 20.

This increases the workload and pressure on your team, even if the salary is appropriate. Your agents exhaust themselves to meet a set target, which leads to burnout in the long run. 

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Handling repetitive tasks

Customer service may seem routine, but the daily tasks can quickly become overwhelming:

• Responding to routinely asked questions
• Processing refunds
• Escalating complaints to a higher level
• Manually updating customer details
• Retrieving customer data
• Managing order status inquiries

First, these repetitive tasks gulp 10% to 25% of your agent’s productive time. Moreover, constantly handling the same inquiries without variety or meaningful engagement makes the job feel monotonous and mentally exhausting. 

Over time, this lack of stimulation can reduce motivation, increase stress levels, lead to burnout, and eventually impact the quality of customer interactions.

Inadequate technical support and training

Untrained or improperly trained agents struggle to handle customer queries effectively, leading to frustration, stress, and a feeling of being overwhelmed. 

When agents feel overwhelmed, their performance suffers, creating a ripple effect: customers become frustrated due to poor service, and overall satisfaction declines. 

Agents, already struggling to keep up, may face backlash from both frustrated customers and unsympathetic management. Over time, this cycle of stress, blame, and dissatisfaction erodes morale and also causes burnout.

At the same time, inadequate or outdated support tools and AI-powered technical solutions mean your agents have to execute most tasks manually. This results in human errors, repetitive tasks that become monotonous, and inefficiency in delivery.

Toxic work culture and environment

Work culture becomes toxic when unrealistic expectations, a lack of recognition and appreciation for milestones met, illegal demands for overtime, unhealthy cutthroat competition fostered by the company, and poor team communication lead to disputes.

These reasons also contribute to a toxic work environment and workplace tension, which inevitably causes burnout.

Impact of customer service burnout on organizations

According to Gallup's often-cited burnout report, 76% of employees experience burnout occasionally, and 63% are more likely to take sick leave because of this.

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But burnout affects more than just your agents. It can also affect your company, often manifesting as decreased team productivity, increased staff turnover, customer dissatisfaction, and declining ROI.

Decreased productivity and morale

Burnout keeps your employees from their best, with many of them spending more time on a task than usual or getting stuck in a cycle of customers’ frustrated complaints. 

This is even more prevalent in younger employees, according to meQ. Under-30 employees are 62% more likely to report stress-impaired productivity than older employees older than 60.

When a significant number of your first-line support staff members break down under stress, others who are not affected by burnout have to step in to handle deficits. They eventually become overwhelmed as well, and the cycle continues until the whole team’s productivity and work morale take a significant dip.

Increased staff turnover

Chronic stress results in increased sick leave and absenteeism from work. But it can trigger worse outcomes—staff turnover. 

In a study conducted by UKG, one-third of affected GenZ employees may resign. Agents in the millennial age group are also likely to opt in for stability over continuous work strain on their mental health, and this often means quitting.

Increased staff turnover creates a void in your support team’s structure, leading to heavier workloads for the remaining agents and declining service quality. As experienced employees leave, valuable knowledge and expertise are lost, forcing your HR team to train new hires who may struggle to keep up constantly.

Customer dissatisfaction

A highly stressed customer service team and burnout support reps will provide subpar support. This can take the form of delayed response times, unsatisfactory resolutions, or aggressive communications between your service rep and a customer, resulting in poor service delivery and a bad customer experience.

65% of customers switch to another brand after a bad experience, so burnout ultimately increases your customer turnover rate.

Declining organizational ROI

High staff and customer turnover, recurring training and onboarding costs, and increased customer acquisition costs increase avoidable expenses. A recent Gallup analysis also shows that absenteeism can cost businesses $340 per employee per missed workday.

But besides the expenses, every customer lost as a result of agent burnout means lost revenue. Customers with bad experiences also write bad reviews that can damage your reputation and prevent other prospects from patronizing your business. 

Avoiding this is crucial, given that four in ten consumers use online reviews as their main channel of finding a product or even buying.

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Reducing burnout in customer support: 4 effective ways

Reducing burnout among your customer support team members can help boost staff retention, improve service delivery, and scale your ROI. Let’s talk about four ways to do that.

1. Recognize the warning signs and causes 

Burnout often goes unnoticed at workplaces, and your agents might not bother talking about it because they don’t want to risk their jobs. So, it’s crucial to recognize the subtle signs, such as decreased productivity, routine mistakes, exhaustion, disengagement, and a lack of motivation.

Frequent clashes with other support reps or customers are also a pointer. Instead of being critical, step in to understand why and implement measures to address them, including providing time off if necessary.

2. Create a feedback chain between the team and organization leaders

Design a system that allows your agents to report factors that predispose to burnout like excess ticket allocations or unrealistic performance expectations. This could be a monthly survey, digital feedback integrated with every employee’s dashboard, and traditional office boxes. 

The feedback should also be optionally anonymous to avoid job threats from indicted employees, including team leads and managers. Review each entry carefully and respond to your support team. You can also host bi-monthly review sessions or open spaces to collect live feedback and make your agents feel heard.

3. Establish a healthy working environment and culture

Identify factors such as unrealistic expectations, lack of recognition and appreciation for milestones met, illegal demands for overtime, unhealthy cut-throat competitions, and eliminate them. 

Create a gamified reward system which recognizes and appreciates your agents for every milestone crossed. For instance, if an agent resolves ten complex queries on a streak without any callbacks from customers on the same issue, that deserves a shoutout or a monetized reward. 

Address overtime and moderate expectations—your agents are humans, not bots. Also, build a healthy culture by introducing engaging off-work activities such as team outings, wellness programs, casual game nights, and mindfulness sessions. 45% of employees say vacations work for them. 

Engaged employees are 71% less likely to experience burnout.

4. Moderate workload per agent as much as possible

Scale your customer support team according to your business needs. The more customers you onboard, the more queries you will receive and the more hands you will need to handle them. 

Most importantly, recognize that each agent has a different capacity for handling complaints—so avoid setting a fixed, one-size-fits-all quota. A better approach is to assess each agent’s past productivity based on their previous performance data. Use this information to assign workloads more effectively, ensuring that agents are neither overwhelmed nor underutilized.  

AI solutions for customer service burnout

Effective utilization of solutions integrated with AI in customer service helps eliminate burnout proactively and boosts productivity by up to 66%. Let’s see how it works.

1. Integrate Chatbots to handle routine requests

AI-powered chatbots can manage routine L1 tasks such as processing order status inquiries, resetting passwords, answering recurring questions, handling basic troubleshooting, updating account details, and guiding customers through simple self-service options. 

This prevents ticket overload and helps your agents focus on managing a few complex requests that bots cannot handle.

As an omnichannel customer service platform with several AI-powered features, Plivo CX offers an OpenAI-powered self-service chatbot. It is designed to take the pressure off your team, escalate difficult queries to agents, and reduce time to resolution.

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2. Use a routing system to assign tickets to appropriate agents

AI-driven routing systems intelligently assign tickets to the right agents by analyzing customer data, agent availability, performance metrics, and the complexity of the query. This helps to reduce burnout by ensuring that workloads are distributed fairly and preventing individual agents from being overwhelmed with difficult or excessive tasks.

Plivo CX offers a powerful automation workflow builder to help you design skill-based routing pathways, which ensures tickets are routed to appropriate agents, in addition. Plivo CX’s in-app customer service solution utilizes customer data to allocate live chats to your support team members.

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3. Employ GenAI to assist agents

There are moments when you’re stuck and unsure of how to respond to a customer, particularly during peak hours when there’s an influx of customer queries. 

Generative AI leverages existing data to curate a relevant reply, which your agents can modify if necessary and send right away. By reducing response time and cognitive load, GenAI thus minimizes stress, prevents decision fatigue, and helps agents stay focused—ultimately reducing burnout.

You can use solutions like Plivo CX’s in-app customer service, which equips your agents with the best snippets to use every time and enables them to give quicker, more accurate responses.

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Reduce customer service burnout with Plivo CX

Plivo CX’s in-app customer service solution lets you seamlessly integrate AI-powered chatbots into your apps. This bot reduces burnout by automating routine and monotonous requests so your agents can focus on core customer inquiries. 

With a built-in data-routing feature, your chatbots can efficiently escalate and assign live chats to the most suitable agents, ensuring fair distribution and accelerating resolution times.

Plivo CX also offers:

• Unified communication: Manage all customer conversations across channels like email, voice, SMS, WhatsApp, and live chat from a single, intuitive dashboard.
• Effortless workflow design: Visually build custom workflows and automation with a drag-and-drop interface, no coding required.
• Seamless integrations: Connect Plivo CX service with your existing tools, including CRM, ERP, helpdesk, and homegrown systems.
• Data-driven optimization: Track real-time analytics and generate custom reports to gain insights into customer interactions and agent performance.
• AI-enhanced efficiency: Prioritize urgent tickets, ensure brand consistency, provide timely updates, and adapt quickly to changes with AI-powered support and proactive service.
• Rich communication: Enhance interactions with multimedia support, including images, videos, and documents.
• Increased productivity: Streamline workflows with message templates, internal notes, and skills-based routing.
• Comprehensive features: Leverage call recording and barge-in for agent coaching, customizable IVR, multi-language support, and robust security features.

To learn more, book a demo now!