Every SMS marketing campaign depends on a singular, fundamental factor—successful message delivery. Businesses rely on SMS to engage their audience effectively, whether it’s a promotional offer, a transactional update, or an appointment reminder. 

But what happens when a message doesn’t reach its intended recipient?

SMS delivery reports provide critical insights into message status, helping businesses track success rates and optimize their communication strategy. 

With global A2P (application-to-person) SMS revenues projected to reach $78 million by 2027, understanding delivery trends is more crucial than ever.

In this article, we’ll break down how SMS delivery reports work, the key insights they offer, common reasons for delivery failures, and best practices to improve SMS deliverability. 

How do SMS delivery reports work?

An SMS delivery report (DLR) is a status notification that confirms whether a sent message has been successfully delivered to the recipient's device.

These reports provide real-time updates on the status of messages sent and help businesses track whether their messages are successfully delivered, pending, or failed. They offer key insights to optimize SMS marketing and customer communication.

Imagine an e-commerce store sending an order confirmation SMS to a customer. If the message is marked as "Delivered," the store knows the customer has received it. However, if the status shows "Failed" or "Pending," they can investigate—was it a wrong number, carrier issue, or the recipient’s phone turned off? 

With this insight, the business can resend messages, update contact lists, or optimize delivery times to ensure critical updates reach customers efficiently.

For businesses relying on SMS for engagement, SMS delivery reports serve as a performance checkpoint, ensuring messages reach their intended recipients. 

By analyzing these reports, companies can refine their messaging strategies, improve deliverability, and enhance customer interactions.

Key insights from SMS delivery reports

Each SMS sent goes through a verification process that determines its final status. By understanding the different delivery statuses, businesses can fine-tune their SMS strategies for better engagement and higher conversion rates.

Here’s what the different SMS delivery reports indicate:

1. Delivered ✅

• The message has successfully reached the recipient’s mobile device
• Indicates a functional phone number and a network that accepted the message

2. Failed ❌

• The message could not be delivered due to issues like:
  
  • Invalid or deactivated phone number
  • Network errors or carrier restrictions
  • The recipient’s phone being switched off for an extended period
• Businesses should monitor failed messages to clean contact lists and improve targeting

3. Pending ⏳

• The message is still in transit and waiting for a final status update
• Common reasons include:
  
  • Temporary network congestion
  • The recipient’s device is turned off or out of coverage
  • Carrier delays in processing the message
• Pending messages may eventually be delivered or fail depending on network conditions

4. Rejected 🚫

• The message was actively blocked by the carrier or recipient’s device
• Possible reasons:
  
  • The recipient is on a Do Not Disturb (DND) list
  • The carrier has spam filters that flag the message
  • The recipient manually blocked SMS from the sender
• To minimize rejections, businesses should comply with SMS regulations and ensure recipients have opted in

5. Unknown ❓

• The final delivery status could not be determined
• Possible reasons:
  
  • No response from the recipient’s carrier
  • The message was sent but the carrier failed to report its status
• Since unknown statuses can create uncertainty, businesses should monitor trends and optimize their SMS routing strategy

Why SMS delivery reports matter:

• Helps businesses identify delivery issues and improve audience targeting
• Ensures higher SMS engagement rates by removing inactive numbers
• Enables businesses to adjust message content to avoid spam filters

By analyzing SMS delivery reports, businesses can gain a data-driven advantage in their SMS campaigns. This ensures higher deliverability and reduced SMS delivery failures.

Common reasons for SMS delivery failures

Even with a reliable SMS gateway, some messages fail to reach recipients due to various reasons. Here are the most common issues:

How to use SMS delivery reports for better engagement

Businesses can optimize messaging strategies by analyzing delivery report data. Here’s how you can use SMS delivery reports strategically to refine your engagement tactics:

Fixing failed message issues

If your delivery reports show a high percentage of failed messages, it’s a clear sign that something needs fixing. Monitoring these reports helps businesses identify patterns and address issues like invalid numbers or carrier restrictions.

96% of consumers have felt annoyed by SMS marketing messages, which can lead them to block senders or mark messages as spam, further reducing deliverability. Regularly reviewing delivery reports ensures your messages don’t get lost in spam filters.

Sending messages at the right time

Timing directly affects SMS engagement and deliverability. Analyzing delivery reports helps identify when recipients are most likely to respond. Messages sent too early or too late may be ignored, while poorly timed promotions can lead to higher opt-out rates.

For example, Papa Murphy’s, a take-and-bake pizza brand, used SMS campaigns strategically by offering discounts during slow business hours, leading to a 17% increase in in-store traffic. 

By using delivery reports to track response patterns, businesses can fine-tune their messaging schedules to maximize impact.

Optimizing SMS content to avoid spam filters

To improve SMS deliverability, focus on clarity, value, and relevance. Messages should be concise, legally compliant, and free from spam triggers. 

Instead of generic promotions, personalize content based on user behavior, purchase history, or location to increase engagement.

For example, instead of a vague discount offer, send:
"Hey [Name], your favorite sneakers are back in stock! Grab them now with 10% off: [link]"

Segment audiences for higher deliverability

Not all customers engage with messages in the same way. Using delivery reports to segment audiences based on engagement and preferences ensures that messages are relevant. 

This increases the likelihood of successful delivery and customer interaction.

Example 1: VIP customers (Frequent buyers)

"Hey [Name], as a valued customer, here’s early access to our exclusive sale!  Enjoy 25% off before anyone else. Shop now 👉 [Link]"

Example 2: Inactive customers (Haven’t purchased in a while)

"Hi [Name], it’s been a while! We’ve got 15% off just for you to make your comeback special. Use code WELCOME15 at checkout. 🛒 Shop now 👉 [Link]"

Reduce costs by eliminating invalid numbers

Failed delivery reports indicate inactive or incorrect numbers. Removing these from your list ensures you’re not wasting resources on undeliverable messages, improving both cost efficiency and targeting accuracy.

Best practices for improving SMS delivery rate

Improving SMS delivery rates is crucial for effective communication and customer engagement. Implementing these best practices helps ensure messages reach the right audience without delays or failures.

A healthy clean contact list = Higher deliverability

Keeping a clean and updated SMS contact list is essential for improving delivery rates and reducing message failures. 47% of U.S. millennials appreciate receiving SMS messages from brands they've opted into, emphasizing the importance of targeting engaged subscribers.

Regularly removing invalid numbers, duplicate contacts, and inactive subscribers ensures messages reach the right audience. This minimizes delivery failures and compliance risks. 

A well-maintained SMS list enhances engagement, reduces costs, and improves overall SMS campaign performance.

Send SMS when customers are ready to act

Beyond analyzing past reports, businesses should proactively test and refine their messaging times. A/B testing different send times and tracking responses can help identify optimal engagement windows.

For U.S. audiences, compliance with TCPA regulations is important. Messages should not be sent before 8 AM or after 9 PM in the recipient’s time zone. While mid-afternoon tends to perform well, avoiding Mondays and peak rush hours can prevent messages from being overlooked. 

By continuously optimizing send times, businesses can enhance engagement, minimize opt-outs, and ensure compliance as well.

Failed or delivered? Use reports to refine your SMS strategy

Utilizing delivery reports allows businesses to track the success of their SMS campaigns. Companies can spot trends, identify issues, and adjust strategies by analyzing these reports. 

For example, if many messages are undelivered, it may indicate issues with carrier compatibility or the need for content optimization.

Follow the regulations to improve SMS delivery

Following TCPA and GDPR regulations is crucial for SMS deliverability and customer trust. Businesses must obtain explicit consent before sending marketing messages, ensuring compliance and avoiding penalties.

Using double opt-in confirms subscriber interest, reducing spam complaints and improving engagement rates. A well-managed opt-in/out process keeps your SMS list clean, enhances deliverability, and builds long-term customer relationships.

Choose a reliable SMS gateway

Partnering with a trusted SMS gateway ensures high deliverability and reliable message transmission. A reputable provider offers strong infrastructure, regulatory compliance, and carrier relationships to prevent message failures and filtering issues.

Plivo CX, an advanced omnichannel SMS marketing platform, helps businesses optimize message delivery, track performance, and engage customers with precision. 

With AI-driven insights and intelligent segmentation, brands can improve SMS deliverability, reduce costs, and maximize campaign success effortlessly.

Elevate your SMS strategy with Plivo CX delivery tracking report

Many businesses struggle with SMS delivery issues due to failed messages, spam filters, or poor timing. These challenges can lead to missed opportunities, reduced engagement, and wasted marketing budget. 

Without real-time insights, identifying why messages fail and how to fix them becomes difficult.

Plivo CX simplifies SMS campaign management, providing businesses with real-time delivery insights, AI-powered automation, and intelligent customer segmentation to optimize messaging strategies and improve deliverability.

Whether you’re sending promotional offers, transactional updates, or appointment reminders, Plivo CX helps you automate and personalize your SMS outreach, ensuring every message counts.

Here’s why Plivo CX is the smart choice for reliable and data-driven SMS campaigns:

• Performance insights: Plivo CX tracks key campaign metrics to measure ROI and optimize delivery, as well as your SMS strategy. Get real-time insights to see what works and adjust for better engagement and conversions.

• Seamless E-commerce integrations: Integrate with e-commerce stores like Shopify, BigCommerce, WooCommerce, and Magento to personalize SMS campaigns and send SMS directly from your e-commerce system.
• Timely engagement: Schedule messages strategically across time zones to maximize deliverability and engagement. Schedule messages at optimal times across time zones.

• Leverage browsing behavior: Use session data to send personalized offers and product recommendations based on customer interests. Tailored messages increase engagement and drive higher conversion rates.
• Craft engaging messages:  With Copywriter AI, generate and send messages instantly, ensuring they reach recipients at the right time. Use AI-driven suggestions and pre-built templates to create personalized SMS messages that improve deliverability and customer engagement.

• Customer segmentation: Use the Audience feature and segment your customers using purchase history, spending habits, and engagement data for better targeting. Smart segmentation ensures the right message reaches the right customer at the right time.

• Welcome new customers: Make a great first impression with personalized welcomes and exclusive discounts for new subscribers. Start building customer loyalty from day one with engaging, value-driven messages.

• Send campaign announcements: Keep your audience in the loop with product launches, flash sales, restocks, and new arrivals. Timely updates ensure customers never miss out on limited-time offers.

With Plivo’s premium carrier network covering 220+ countries, businesses can cut SMS costs by up to 70% while tripling ROI. On average, Plivo CX users generate $71 for every $1 spent, making it a powerful tool for e-commerce businesses.

Don’t let failed messages impact your business. Take control of your SMS strategy, improve deliverability, and maximize engagement with Plivo CX.

Book a free demo today and experience smarter, more effective SMS marketing! 

“We’re closed at the moment. Please reach out again during our business hours.”

Imagine contacting customer support in an emergency, and this is how they respond. Frustrating?

According to The Consumer  Patience Study, 50% of customers are less likely to spend money on a business that takes longer to respond. If you’re unavailable when your customers need you, your competitors will be.

That’s why 24/7 customer support is critical for e-commerce businesses. It keeps customers engaged, reduces cart abandonment, and drives repeat sales.

So, how do you ensure your customers get the help they need anytime, anywhere? This blog post will show you how to implement effective 24/7 customer service that keeps your business running and your customers returning.

5 ways to offer 24/7 customer service as an e-commerce business

Data from The Harvard Business Review revealed that taking longer than five minutes to respond to a lead can reduce your lead qualification success rate by 10 times. Delaying your response to between five and ten minutes can result in a 400% drop in success. 

Here are five practical ways to deliver 24/7 customer service and enhance customer satisfaction.

Chatbots

Chatbots can simulate human-like conversations with customers in real time. They can guide customers toward resolving their issues and handle tasks like order tracking, product recommendations, and FAQs. 

For small and mid-sized e-commerce businesses, chatbots are a cost-effective way to deliver 24/7 customer service without hiring additional staff. 

In fact, data from Leadoo shows that websites using chatbots can boost conversion rates by 10-100%.

Brooklinen employs AI-powered chatbots on its website to assist customers with product inquiries, order tracking, and common support questions. The bots are available 24/7 to provide assistance outside regular business hours.

Omnichannel Communication

Customers reach out through multiple channels—email, chat, phone, and social media—and want a consistent experience no matter what channel they use. 

Omnichannel support ensures customers don’t have to repeat information or start from the beginning whenever they switch channels. This approach can help e-commerce businesses maintain context and personalized support while being available on multiple platforms to offer round-the-clock customer support.

Orvis, a fishing gear and apparel brand, has a great omnichannel strategy. It is so good that they have literally won an award for it.

The channels used include:

• Retail locations
• Online website
• Social media platforms, including Instagram and Pinterest
• Amazon storefront

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Self-service options

Self-service options empower customers to solve issues on their own. This includes embedding resources like help centers, in-app tutorials and knowledge bases within your website.

A good self-service resource is well-organized, up-to-date, and easy to navigate. It typically includes helpful information about your products. This could be guides, videos, FAQs or blog posts available 24/7, even when your team is not.

Allbirds, known for their sustainable shoes, offers a comprehensive FAQ section covering everything from sizing to returns. It also features an articles section that discusses trends and guides customers in finding the proper footwear for different occasions.

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5. Community forums

Never underestimate the power of active community forums. Active online communities are valuable knowledge repositories.

A well-designed forum allows customers to interact and share experiences about products and services. This approach can also greatly reduce the burden on your support team while allowing customers to access information independently 24/7.

Glossier, a beauty brand, maintains an active community space on Reddit where customers discuss products, share beauty tips, and troubleshoot common issues. Businesses can use platforms like Discourse or Reddit to build similar customer communities and maintain a strong online presence that is accessible 24/7.

Social media monitoring

Social media can help you constantly monitor consumer needs and sentiments while expanding your round-the-cloud customer support capabilities. To stay visible on social media, regularly share valuable content, promptly reply to comments and inquiries, and engage in relevant social media conversations. 

This will also allow you to understand how customers perceive your brand while identifying issues early, even outside of business hours.  Addressing concerns before they escalate will foster a reputation for responsiveness among your customers.

II Makiage does it perfectly by replying to user comments smartly. When a prospective customer commented about being confused about foundation shades, it immediately responded with a quiz link to help the user find a suitable shade. 

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7 steps to implement round-the-clock customer support

Here are seven effective steps to help you implement round-the-clock customer support without stretching your team too thin:

1. Analyze your customer base 

If your customer base spans different time zones, round-the-clock customer support is essential to ensure prompt assistance regardless of location. Analyze customer support inquiries to identify peak hours and whether extended support is needed. 

Understanding customer preferences will also help you determine the most effective channels, such as self-service options or personalized phone support. 

2. Evaluate the cost and benefits

Consider the expenses of hiring a 24/7 support team, investing in necessary technology, and providing staff training. Weigh these costs against the potential gains, such as higher customer satisfaction, lower churn rates, and a stronger brand reputation. 

Begin with a limited approach and expand gradually. You don’t need to launch a complete 24/7 support system right away. To gauge the results, try extending support hours or providing live chat during high-traffic periods. As customer demand grows, you can adjust and expand your support accordingly.

3. Choose the right technology

Use technology to deliver efficient 24/7 customer support. Invest in a reliable customer service platform to manage and resolve issues faster. 

Deploy AI-powered chatbots to handle basic questions and simple tasks, allowing your team to focus on more complex problems. Build a detailed knowledge base so your customers can easily find answers independently.

4. Establish clear internal protocols

Create escalation protocols, define response time standards, implement clear communication channels between teams, and develop standardized workflows for dealing with different customer inquiries. 

This will ensure support issues are tracked, routed and resolved systematically, minimizing delays.

5. Set response times based on the query type and channel used

Customer inquiries have varying levels of urgency. Issues like payment failures, order cancellations, or delivery delays need immediate attention, while questions about product details or return policies can allow for more flexible response times. 

You can improve support efficiency by categorizing these queries and assigning them to the right communication channels with clear response time expectations.

For example, live chat can handle urgent concerns like tracking lost packages or fixing checkout errors. Respond to email inquiries for more detailed questions about bulk orders or product specifications. 

Direct customers to community forums for topics like styling tips or user reviews, which aren’t time-sensitive. This method ensures every customer receives prompt and appropriate support based on their needs.

6. Conduct regular staff training

Equip your team with deep product knowledge, good communication skills, and the ability to manage customers in diverse scenarios. The training should cover technical and customer service skills like communication, collaboration, and empathy. Ongoing professional development ensures support staff can provide efficient support at any time of the day.

7. Deploy automation and plan for scalability 

Finally, use AI and automation to speed up assistance and response times. Tools like AI agents and machine learning-driven support solutions can manage a large number of routine inquiries and provide 24/7 customer service.

Best practices for providing 24/ customer service

Industries like e-commerce have a higher expectation of round-the-clock customer support because customers often shop outside traditional business hours and expect immediate assistance for issues such as order tracking, product availability, or payment problems. 

Follow these best practices to ensure you do it right: 

• Clearly communicate support hours: Make your availability easy to find on your website, social media pages, and order confirmation emails. If you serve customers across different time zones, consider listing multiple time slots
• Set response time expectations: Let customers know when to expect a reply during business hours. For example, provide estimated response times for emails or typical wait times for live chat
• Prioritize self-service: A well-structured FAQ page, knowledge base, and order-tracking tool can help customers resolve common issues on their own, reducing the need for direct support
• Use automated responses after hours: Set up auto-replies for emails and AI-powered chat to acknowledge messages received outside business hours. Include helpful links to self-service resources so customers can find answers while they wait
• Respond quickly when available: During business hours, ensure your team addresses inquiries promptly. Fast responses build trust and show customers that their concerns matter
• Extend support during peak periods: If you receive more inquiries during sales events or holiday seasons, consider temporarily extending support hours to manage demand efficiently

Accelerate response times and offer 24/7 support with Plivo CX 

Incorporating 24/7 customer service doesn’t have to mean constant human availability. It’s more about the strategies and tools you use.

Plivo CX can be the perfect support to help you provide seamless customer service, ensuring your customers receive timely assistance even when your team isn’t available. It is an AI-powered, omnichannel customer support platform perfect for small—to mid-sized e-commerce businesses. 

The platform's open AI-powered chatbots can proactively handle customer inquiries 24/7 across multiple communication channels.

Key features include:

• AI self-service chatbots: Offer quick, accurate answers to common inquiries while escalating complex issues with detailed summaries to human agents when necessary
• In-app customer service: Seamlessly exchange media and document exchange for quicker issue resolution and direct live chats to the best-suited agents 
• Omnichannel support: Manage customer interactions across email, SMS, WhatsApp, voice, and live chat from a unified platform, maintaining context and continuity across channels
• Unified agent desktop: Provide agents with a comprehensive view of customer data, allowing them to resolve issues faster and more effectively
• Detailed customer insights: Use AI to analyze conversations and identify opportunities for service improvements and business growth
• Agent training tools: Enhance agent performance with call recordings, real-time feedback, and discreet coaching.

Book a demo with us today!

Imagine a customer buying a product online but wanting to return it in-store. Another shopper visits a physical store and later reaches out to a chatbot for support. Today’s consumers expect a seamless blend of online and offline experiences.

Enterprises must adapt their customer service strategies to meet these expectations. With e-commerce expanding, customers demand flexibility—fast online support, easy in-store pickups, and smooth returns. AI plays a key role in making this possible by providing instant responses and personalizing customer interaction in every way.

This blog post will explore the role of AI in enterprise customer service, real-life use cases, how to implement it and future AI scenarios.

What is AI in customer service for enterprises? 

AI in customer service for enterprises is the use of AI technologies to enhance, automate, and optimize customer interactions at scale. It involves leveraging AI tools and systems such as chatbots, virtual assistants, and machine learning algorithms to provide instant responses, personalize assistance and improve the overall customer experience.

Enterprises use AI to handle large volumes of customer queries, automate customer service workflows, and even predict customer needs before they arise. 

Benefits of AI in customer service

According to a Salesforce report, 83% of customers expect to interact with someone immediately when they contact a company. Thank God for AI; it is possible now.

Here are some ways AI can be beneficial for enterprises:

Hyper-personalized interactions 

AI accesses your company’s data to understand your customers and create interactions that feel personal and more connected. When a customer interacts with a chatbot, AI populates important information such as the customer’s name, location, email address, and preferred language in real time. 

Accordingly, the chatbot or human agent can interact with the customer with contextual information and offer personal assistance as needed.

Round-the-clock availability

Since most enterprises operate globally, customer service cannot be limited to business hours. AI ensures customers receive instant 24/7 assistance regardless of location or time zone. This is possible because AI-powered chatbots and virtual assistants simulate human-like conversations without human agents' intervention. 

For instance, Microsoft’s AI-driven customer support helps users troubleshoot technical issues at any hour.

Better productivity and efficiency

Without AI in customer service, agents would be swinging back and forth between screens to view customer history, routing field workers to service locations, and manually typing responses. AI makes this process easy and efficient by giving agents intelligent recommendations, conversational insights, and customer data. 

In fact, AI-based conversational assistants can increase agents' productivity by 14% on average.

Greater scalability

Enterprises keep growing, and so do the demands on customer service operations. AI solutions are designed to scale up and down with fluctuating volumes, keeping consistency and quality reliable. 

For example, during peak seasons like Black Friday or product launches, enterprises such as Amazon and Walmart rely on AI-driven customer support to handle surges in demand without hiring additional staff.

Data-driven insights 

AI can analyze customer calls, emails, and chatbot conversations to determine when an issue is likely to escalate, the time it will take to resolve an issue and whether a customer will require any assistance in the future. 

For instance, if there is a delay in delivery, a chatbot can proactively apprise the customer and offer compensation, such as coupons, to minimize escalations.

Proactive service experience

As previously mentioned, AI can draw information from customers’ warranties, purchase history, and marketing data to determine the best next action. 

To give an example, AI can notify customers when it’s time to renew a subscription, remind them of an appointment, or offer a product upgrade or discount.

Uses of AI in customer service for enterprises

Top-performing enterprises are more likely to benefit from AI. A cloud and business AI survey by PWC revealed that forward-thinking companies are 2x more likely to realize value from AI, with 69% experiencing improved customer service.

Let’s understand how global enterprises are using AI in customer service to improve experiences:

Personal assistance with chatbots

AI-powered chatbots are super-charged assistants that can help you with everything. Whether you're looking for a sweatshirt in the color pink or returning a coffee mug, you ask, and they will deliver. They are also available round the clock, so you don’t have to worry about checking your schedule to chat with them.

One such wonder chatbot is H&M’s AI-powered Kik, which provides fashion recommendations to users. The chatbot uses NLP to understand user requests and offer personalized styling tips. It is available on the Kik messenger app, with 15 million monthly active users.

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Accurate prediction of customer needs

Enterprises use AI to examine social media interactions, browsing history and customer feedback to get a fuller picture of customers. AI can give insights into factors that influence human behavior, such as:

• Emotions and psychology: Feelings and mood when interacting with a chatbot or agent
• Social proof: Recommendations and reviews to influence buying behavior
• Personal values: Ethical considerations that impact buying habits like sustainability

For example, IKEA uses predictive analytics to optimize customer experiences by knowing customer needs before they say it. They analyze the behaviors and preferences of customers to make manufacturing decisions and for range planning.

Sentiment analysis with advanced analytics

Sentiment analysis pulls data from all interactions, such as phone calls, messages, support tickets, and product reviews, to analyze customer interactions and feedback in real time. 

This helps businesses identify negative or positive sentiment drivers and gain insights into customer sentiment. The key goal is understanding a customer’s feelings and emotions towards the brand.

Amazon leverages the power of sentiment analysis to analyze a wide array of customer reviews meticulously. For example, sentiment analysis can uncover patterns when customers consistently praise a specific feature, such as user-friendliness or durability. It then enhances products aligned with customer preferences and incorporates these features into its marketing efforts to establish deeper customer relationships.

Omnichannel support for easier interactions

The omnichannel approach is the gold standard for treating customers in today’s business world. It’s allowing customers to leave one channel and pick up conversations on another as if they never left. This way, customers have a unified experience across platforms and channels.

Crate & Barrel implements an omnichannel to provide a frictionless customer experience. Whenever a consumer logs into their account, the app saves their shopping data so they can access this across multiple devices. This allows customers to continue shopping from where they’ve left.

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Self-service options through knowledge bases

AI-powered self-service bases are a repository of information and tools that allow customers to find solutions independently without waiting for a service agent. They are a standard expectation in business and comprise diverse components such as detailed articles, multimedia content, and mechanisms for user feedback.

eBay has a very well-designed knowledge base that caters to its global customers. It features a search bar and a list of popular articles and categories that customers can browse for information. 

The platform does a great job of providing detailed articles on how to use the platform for new customers. At the end of every article, customers are asked to rate the usefulness of the article.

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How to implement AI in customer service

Follow the steps below to implement and integrate AI in customer service for enterprises:

1. Assess business needs

Identify which areas of your support operations will benefit most from AI integration. Analyze your current processes, customer pain points, and support team challenges to set clear objectives for what you hope to achieve with AI. 

2. Define goals and objectives

Identify common customer queries, concerns, and requests to define goals and objectives. This could be any area of your customer support approach, such as reducing response times, improving first-contact resolution rates, or enhancing overall customer satisfaction.

3. Choose the right AI platform

After identifying your needs and objectives, research various AI tools and platforms that align with your business goals and requirements. Consider important features such as integration capabilities, scalability, and user reviews when assessing different options.

4. Integrate with existing solutions

Now, ensure your tools fit your current customer service setups. This may need API integrations, data syncing, or other technical configurations. Also, conduct pilot tests to identify and address any integration issues before deployment. This will help you resolve potential problems early in the process.

5. Train your agents

Provide ongoing training for your agents on how to use and navigate the AI tools effectively. The training should cover the technical aspects of using the systems and how to collaborate with AI to provide superior customer support. 

Offer frequent training, support and resources to assist your team in transitioning successfully, and ask for feedback on the new processes.

6. Ensure compliance and data privacy

To ensure secure handling and storing of customer data, maintain strict compliance with data protection and privacy regulations such as GDPR, HIPAA, and PCI DSS.

Frequently update privacy policies and practices to comply with changing regulations and be transparent about how customer data is stored and handled.

7. Monitor and optimize regularly

Regularly monitor the effectiveness of your AI-powered customer service system. Evaluate crucial metrics such as response time, CSAT score, and issue resolution rates. Utilize this data to strategize ongoing enhancements and refinements,

Future of AI in customer service 

According to a report by Grand View Research, the growth rate for AI is expected to surge by 36.6% annually between 2023 and 2030.

Let’s understand its role in future customer service operations:

Automation will be the driving force of operations

Enterprises are constantly pushing the boundaries of automation, which will happen more in the coming years. Customers won’t have to wait to interact with a human agent for simple queries. AI-powered automation will handle highly complex tasks with minimal human intervention and streamline internal processes and decision-making workflows.

AI will be an ally, not a competition

With the growing use of AI, people wonder whether it will take their jobs. The answer is simple—no. AI will not replace humans but will work alongside them to boost productivity and streamline processes so they can focus on complex conversations and decisions. 

AI can also help agents refine their tone and approach by offering real-time insights and relevant scripts to guide conversations.

Human care will still matter

Surely, AI can make many things better and work with perfection and accuracy. However, it cannot replicate the human emotions of care and empathy. Customers experience varying emotions when dealing with a customer service agent. AI can detect these emotions, while humans ensure customers feel heard, understood and respected.

Understand your customers better with Plivo CX 

Plivo CX is a cloud-based, AI-driven omnichannel customer service platform designed to help businesses deliver fast, efficient, and personalized customer support. It integrates with your existing tools and systems, ensuring smooth operations across multiple channels. 

Some of its key features include: 

• OpenAI-powered chatbots: Provide instant, accurate responses and escalate issues when needed. Also, train the chatbot using your company’s custom datasets, allowing for precise and relevant responses to customer queries, always.
• In-app customer service: Route live chat to the most appropriate agents. Send and receive media and documents effortlessly for faster resolutions

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• Unified agent desktop: Manage customer interactions across email, voice, SMS, WhatsApp, and live chat in one place
• CRM Integration:  Access customer data from your CRM for more personalized support
• Real-time analytics: Track customer interactions and agent performance for continuous improvement
• Visual workflow builder: Create custom workflows using a no-code drag-and-drop interface
• Interactive voice response (IVR): Automate call routing for faster support
• Agent Coaching Tools: Monitor agent performance with call recording, barge, and whisper features
• Security and Compliance: Protect customer data with enterprise-grade security (SOC 2, GDPR, HIPAA, PCI DSS)

‍Book a demo to learn more.

The AI agents market is expected to grow from USD 5.1 billion in 2024 to USD 47.1 billion in 2030, with a remarkable CAGR of 44.8%. This growth will not only be seen in AI adoption but also in how they operate. 

For example, in 2023, an AI bot mainly supported call center representatives by synthesizing and summarizing large volumes of data to respond to customer queries. 

However, fast forward to 2025, and an AI agent can do much more. It can converse with a customer and plan actions like processing a payment, checking for fraud, and completing a shipping action.

This blog post will discuss the concept of an AI agent and the best AI agent use cases worldwide to highlight the impressive utilization of AI in customer service.

What is an AI agent? 

An AI agent is a system or program that can autonomously respond to situations and perform tasks based on the information it has. It takes inputs or information from its environment, processes it, and then acts upon it.

AI agents utilize technologies like ML, GenAI, LLM, and NLP to understand and respond to customer needs and streamline the customer experience.

What can AI agents do?

AI agents can perform various operations—from task-specific programs to sophisticated systems integrating perception, reasoning, and decision-making capabilities. 

Most agents follow a specific workflow when performing assigned tasks that include:

Data collection and analysis

The first step is to gather data from various sources, including transaction histories, customer interaction, and social media. It then analyzes the data to understand the context and nuances of customer queries. The agents process the data in real time to provide the most up-to-date information.

Decision-making

AI agents then use sophisticated learning models such as NLP, sentiment analysis, and classification algorithms to identify patterns in the collected data and make decisions. 

In this case, NLP processes and understands user input, sentiment analysis assesses tone and intent, and classification algorithms determine the most appropriate response.  

For example, when managing a support ticket, the AI agent can assess its content and urgency to decide whether to resolve it automatically or escalate it to a human agent.

Action execution

Once a decision is made, the AI agents implement the task through their output interfaces. This could include responding to customer queries, processing requests, updating databases, or sending commands to other systems. 

For example, they could send automated troubleshooting steps, route the ticket to a specialized department, or flag it for immediate human attention.

Adapt from interaction

AI agents continuously learn and adapt from each interaction, refining their algorithms to improve accuracy and effectiveness. This may include updating knowledge bases and using feedback to enhance future interactions. 

The continuous learning capability ensures that AI agents remain relevant to changing customer expectations and business environments.

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Top AI agents use cases in customer service

“The playing field is poised to become a lot more competitive, and businesses that don’t deploy AI and data to help them innovate in everything they do will be at a disadvantage.”

—Paul Daugherty, chief technology and innovation officer, Accenture

Let’s understand how top companies worldwide are leveraging AI to offer outstanding customer service with these AI agent use cases:

Personalized recommendations by Amazon

Amazon‘s AI agents personalize your shopping by analyzing your activity and recommending products on the homepage, product pages, and emails.

Here are some ways it personalizes user experience :

• Product recommendations: Based on user browsing and purchase history, Amazon suggests relevant products
• Personalized descriptions: Product details are tailored to highlight features you care about
• Size recommendations: To recommend the ideal fit, the agents examine brand sizing, customer feedback, and a shopper's purchase history
• Fit review highlights: AI agents can extract key insights from customer reviews, helping you decide if an item runs small or large
• More accurate size charts: Cleaning and standardization play a role in data accuracy for size charts. AI Agents handle these processes
• Fit insights for brands: AI agents also help brands improve sizing and reduce returns

Starbucks’ voice shopping

Starbucks has partnered with Alexa, one of the most famous AI agents, to allow customers to order their coffee hands-free. Imagine talking to Alexa and placing your morning coffee order while you go to work. 

The process has become so convenient and popular that this mobile ordering program drives 20% of transactions during peak hours. 

Placing an order is pretty simple, too. All you have to do is say, “Alexa, tell Starbucks to place my usual order.” The AI agent will reply with the usual order, costs, and which branch it will be sent to. 

Once the customer confirms the order, it is immediately sent to the Starbucks branch to be prepared. The coffee is ready to be delivered by the time the customer arrives.

Airbnb’s multilingual customer support

With its AI agent, Airbnb caters to a diverse global user base in multiple countries. It utilizes conversational AI systems that use NLP and machine learning to handle customer inquiries across multiple languages.

The AI agents can: 

• Automatically recognize and switch between languages
• Provide 24/7 support for guests and hosts
• Resolve common issues without human agent intervention
• Automatically translate property listings
• Supports over 60 languages
• Communicate fluently in multiple languages
• Automatically translate and relay messages
• Handle inquiries from guests around the world

The AI agents help Airbnb overcome language barriers, improve guest satisfaction, and streamline customer support operations by offering efficient, immediate, and personalized multilingual assistance.

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H&M’s Chatbots 

One of the world’s leading fashion retailers, H&M, has implemented AI-powered chatbots to handle inquiries, streamline operations, and provide personalized assistance.

Some of the features of  H&M’s chatbots include:

• Instant customer support: Provides quick answers about order tracking, return policies, and store locations
• Personal shopping assistance: Recommends products based on browsing history and past purchases
• Simplified returns & exchanges: Generates return labels and guides customers through the process
• Multilingual support: Assists customers in multiple languages for a seamless experience
• Proactive engagement: Sends reminders for promotions, restocked items, and abandoned carts
• High-volume handling: Manages spikes in customer inquiries during sales and holiday seasons

Alen’s digital shopping assistant

45% of surveyed millennials want a personalized experience when shopping online.   This can be achieved by deploying a shopping assistant as it can guide customers to the most relevant products.

An AI shopping agent can create a consultative experience and highlight product features and specs that matter to the shopper’s needs. This can accelerate the buyer’s journey from discovery to purchase.

Alen uses a digital assistant that guides users in finding the most appropriate air purifier for their indoor spaces. Users must input room dimensions, specific air quality concerns like allergies or odors, and future preferences. 

AI will then pull out the top-rated Alen models with particular details about coverage areas, filter types, and innovative features.

Amazon’s visual search agent

With a 70% rise in visual searches globally, Amazon is focusing on making searches more intuitive and personalized. It has added several new features to enhance the mobile visual search experience with Rufus, an AI shopping agent that helps customers discover products effortlessly. 

Some of its key features include:

• Descriptive image suggestions: As customers type a search term, Amazon suggests relevant images to streamline browsing
• Amazon lens upgrades: Users can upload images and add text to refine searches (e.g., specifying color, brand, or material)
• More like this: A quick tap on a product image shows similar items
• Circle to search: Customers can draw a circle around an item in a photo to isolate and search for it
• Integrated product videos: Shoppers can watch videos directly in search results, improving engagement

Sephora’s reservation assistant

Sephora has enhanced its chatbot services with Sephora reservation AI agent, allowing customers to book beauty appointments via Facebook Messenger. 

Developed in partnership with Assi.st, this AI-powered feature improves customer engagement, making beauty consultations more accessible and efficient. 

How it works:

• Customers message the Sephora chatbot, providing their location in natural language (city, address, or landmark)
• The chatbot finds the nearest Sephora store and displays available appointment times.
• Users can confirm and book instantly, receiving a confirmation email within seconds

Why It Matters:

• Conversational AI: The chatbot understands various ways customers describe their preferred date, time, or location
• Convenience: Eliminates phone calls or manual booking processes
• Instant confirmation: Ensures quick and hassle-free appointment scheduling

Paypal’s fraud detection

PayPal efficiently utilizes AI agents and machine learning to enhance fraud detection and optimize payment authorization rates.

This is how PayPal does it:

• Real-time risk assessment: AI agents assign a risk score to every transaction, analyzing customer behavior in milliseconds to differentiate between legitimate and fraudulent transactions
• Fraud pattern adaptation: Machine learning identifies evolving fraud techniques, such as card cracking and carding attacks, by analyzing vast datasets
• Graph database technology: PayPal processes highly interconnected data from 430M+ accounts across 200+ markets to detect fraud efficiently
• Optimized filters & rules: AI continuously refines fraud detection filters, countering scammers who attempt to bypass security measures

Speed up resolutions with Plivo CX’s AI agents

Plivo CX is an AI-powered omnichannel customer service platform built to integrate effortlessly into your business and support mechanisms. 

It brings frequently-used communication channels, such as voice, SMS, WhatsApp, and live chat, under a single window. You can also train OpenAI-powered chatbots using your company’s unique datasets to ensure customer queries are answered with the most relevant and precise information.

Here are some of its top features:

• AI self-service chatbots: Engage with customers across channels by delivering quick and precise responses
• In-app customer service: Direct live chats to the best-suited agents while easily exchanging media and documents for faster issue resolution
• Omnichannel support: Monitor, manage, and track customer interactions across multiple channels from a single platform
• Unified agent desktop: Empower agents with comprehensive customer context and insights within one intuitive application
• Round-the-clock availability: Ensure continuous global support without interruptions
• Simplified escalations with notes: Quickly summarize interactions and seamlessly transfer them to human agents when necessary
• Rich customer insights: Analyze live or recorded conversations to uncover opportunities for growth and improvement
• Agent training tools: Enhance performance with features like call recording, discreet guidance, and real-time intervention
• Automated ticket management: Organize and prioritize incoming tickets automatically so critical issues are addressed promptly
• Interactive voice response (IVR): Set up automated menus to efficiently direct callers to the right team or agent
• CRM integration: Leverage customer data from your existing CRM and technology stack to deliver a more personalized experience

Book a demo with us today!

Struggling with overdue payments? You’re not alone. A report from the Federation of Small Businesses (FSB) shows that 37% of businesses face cash flow issues due to late payments, with 30% forced to use overdrafts and 20% seeing a direct impact on profits.

Late payments can strain your cash flow, increase stress, and damage customer relationships. That’s where SMS payment reminders shine.

With SMS’s high open rate, your payment reminders get the attention they need. Incorporating SMS into your strategy can reduce overdue payments and improve results. 

Let’s explore why SMS payment reminder works and how you can use it to get the results you need.

What are payment reminder messages?

Payment reminder messages are text messages sent to customers to remind them about an upcoming or overdue payment. E-commerce companies, subscription services, and businesses with recurring payments typically send these messages to ensure timely processing and reduce late fees.

They’re usually short, polite, and direct, providing all the necessary details like the amount due and the due date. This makes it easy for your customers to pay without any hassle.

Payment reminder messages are most effective when timed just right. The key is to strike a balance between being helpful and not overwhelming your customers. 

When to send SMS billing reminders

Timing is crucial when it comes to sending SMS billing reminders. You want to ensure you're giving your customers enough time to make the payment without overwhelming them. 

Here’s a simple way to decide the perfect time for sending your reminders:

After the due date

Send a polite reminder immediately after the payment due date to prompt customers to complete their transactions. Include all the necessary details, such as the amount due, invoice reference, and a payment link for easy processing.

One week after the initial payment reminder message

If the payment is still pending, send a follow-up payment reminder message one week later. Include a direct payment link to make the process easier.

Two weeks after the initial payment reminder message

If the payment remains unpaid after two weeks, send a firm but still professional final reminder emphasizing urgency. Mention any late fees, account suspension risks, or potential service interruptions to encourage prompt payment.

To help ensure your SMS billing reminders are as effective as possible, it’s not just about when you send them but how you create them. 

The content and tone of your payment reminder messages will ultimately determine whether or not your customer takes action. 

5 tips to write effective SMS billing reminders

Creating the perfect SMS reminder is about being clear, timely, and easy to act on. Here are five quick tips to make your reminders more effective:

1. Personalize your payment reminders

Use the customer’s name or account details to make the message feel more personal. If possible, refer to past interactions or payment history. 

Personalized messages are not only more likely to be read, but 31% of consumers sign up for SMS to receive personalized messages, making them more likely to act.

Example: “Hi [Name], your $50 payment for [Service/Product] is overdue. Settle it today to avoid late fees: [link].”

2. Choose the right time

Timing plays a crucial role in getting a quick response. Send SMS reminders when customers are most likely to engage, such as mid-afternoon or early evening. 

Be mindful of regulations, like the Telephone Consumer Protection Act (TCPA) in the US, which restricts messages before 8 AM or after 9 PM in the recipient’s time zone.

The best window is typically between 10 AM and 8 PM, but testing different times will help you find what works best for your audience.

3. Provide key payment details

Be clear and specific about the payment details. Include the exact amount due, the due date, and any other relevant details (e.g., order number) to make it easy for the customer to act on the reminder.

Example: “Reminder: Your $75 invoice for [Product/Service] was due on [Date]. Pay now to avoid a $10 late fee: [link].”

4. Include a clear call-to-action

Always end your SMS billing reminder with a clear CTA. Whether it’s a payment link, instructions to resolve the issue, or a contact number for support, make it easy for the customer to take the next step.

Use direct and action-oriented language like “Pay Now,” “Settle Your Balance,” or “Avoid Late Fees.”

Example: "Your payment of [Amount] is due. To avoid late fees and service disruption, please pay now by clicking the link: [Payment Link].”

5. Maintain a respectful tone

Avoid harsh language that might frustrate customers. Maintain a polite, professional tone in every reminder, even if the payment is overdue. Customers are more likely to respond to friendly reminders.

Example: “We understand things get busy. If you need help with your payment, reach out to us at [support info].”

The next step is creating clear, engaging messages that encourage prompt action. 

Top 7 ready-to-use SMS payment reminder templates

Below are seven professional SMS payment reminder templates for different scenarios. You can customize them based on your business needs.

1. SMS payment reminder template: Before the due date

📅 When to send: 3-5 days before the due date.

Purpose: A soft and friendly reminder to keep the customer informed and prevent late payments.

Some customers forget about their upcoming payments. Sending a courteous and professional reminder ensures they are aware before the due date arrives. This message is especially useful for businesses with recurring invoices, service fees, or product payments.

Hi [Customer Name], just a reminder that your payment of [Amount] is due on [Due Date]. Let us know if you need any help. Thanks for choosing [Company Name]!

2. SMS payment reminder template: Follow-up on due date

📅 When to send: On the due date.

Purpose: A professional and polite reminder to encourage payment before it becomes overdue.

This message is for customers needing a gentle nudge on the due date. Some people wait until the last moment to pay, so this reminder ensures they don’t miss the deadline.

Hello [Customer Name], your payment of [Amount] is due today. Please visit [Payment Link] to make your payment. Feel free to contact us for assistance.

3. SMS payment reminder template: Overdue payment reminder (3 days after due date)

📅 When to send: 1-5 days after the due date.

Purpose: A reminder for customers who may have forgotten or overlooked the due date.

At this stage, customers have already missed their due date, but they may not realize it. This message remains polite and professional while creating urgency. If your business has late fees, this is a good time to mention them.

Hi [Customer Name], we noticed your payment of [Amount] was due on [Due Date] but hasn’t been received. Please make the payment at your earliest convenience here: [Payment Link].

4. SMS payment reminder template: Final notice of overdue payment

📅 When to send: 7-14 days after the due date.

Purpose: A firm but professional warning before escalating the issue (e.g., additional fees, service suspension, collections).

If a customer has ignored previous reminders, it’s time to increase urgency. This message serves as the final warning before taking further action. Use a direct and serious tone while maintaining professionalism.

Dear [Name], we’ve made several attempts to contact you about your outstanding payment of $[Amount], which was due on [Due Date]. If we don’t receive your payment by [Last Due Date], we may have to suspend [Services] and take further action. Please make the payment promptly: [Payment Link].

5. SMS payment reminder template: Subscription renewal reminder

Customers often overlook subscription renewals. A timely reminder helps them renew on time, reducing churn.

📅 When to send: 5-7 days before subscription renewal.

Purpose: Notify customers about upcoming subscription renewals to avoid surprises.For subscription-based businesses, sending a reminder before automatic billing helps reduce disputes and chargebacks. This message reassures customers about their renewal date and provides an option to update payment details.

Hi [Customer Name], your subscription to [Service Name] is about to renew on [Date]. Please ensure your payment of [Amount] is processed before [Due Date]. [Payment Link]

6. SMS payment reminder template: Installment payment reminder

📅 When to send: A few days before an installment payment is due.

Purpose: Helps customers keep track of their scheduled payments.

For subscription-based businesses, missed renewals can lead to churn and lost revenue. Sending a timely reminder ensures customers stay informed and take action before their subscription expires, preventing service disruptions.

[Business Name]: Hello [Customer Name], this is a reminder that your next installment payment of [Amount] for [Loan/Product Name] is due on [Due Date]. Please ensure timely payment to keep your plan active. [Payment Link]

7. SMS payment acknowledgment template: Thank you message after payment

📅 When to send: Immediately after payment is received.

Purpose: A courteous message to acknowledge receipt of payment and build customer trust.

Sending a thank-you message after payment reassures customers that their transaction was successful. It also reinforces positive customer relationships and professionalism.

Thank you, [Name]! We’ve received your payment of $[Amount] for [Product/Service]. Your order/subscription is now confirmed. Need a receipt? Access it here: [Link].

Ensuring timely payments doesn’t have to be a manual, time-consuming task. The right tools can help automate reminders, personalize messages, and improve collection rates effortlessly.

Plivo CX, a leading omnichannel customer engagement platform, simplifies SMS billing reminders with automated scheduling, personalized messaging, and real-time tracking. With intelligent segmentation and AI-driven insights, you can reduce late payments and improve customer retention effortlessly.

Enhance ROI on payment reminder messages with Plivo CX

Keeping track of payments and chasing late payments can be frustrating, especially when manual follow-ups don’t give the expected results. Delays can disrupt cash flow and impact business operations. ‘

With Plivo CX, you can automate SMS payment reminders to reach customers instantly. From gentle pre-due reminders to urgent overdue notices, you can ensure timely payments while reducing manual follow-ups. Stay proactive, minimize delays, and keep your revenue stream steady.

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

• Flexible customer segmentation: Group customers based on payment history or subscription status for relevant reminders.
• Connect with customers at the right moments: With Journeys, marketers can send triggered messages based on customer actions to ensure relevant communication. Plus, a no-code interface allows marketers to build and manage these automated interactions without developer assistance easily.
  
  
• Craft engaging alerts with Copywriter AI: Generate personalized SMS alerts with AI-powered suggestions and pre-designed templates. Copywriter AI instantly crafts message options, allowing you to review, refine, and send the perfect alert.

• Seamless customer notifications: Automate payment reminders based on due dates, customer behavior, or custom triggers to ensure timely follow-ups.
• Timely engagement: Schedule SMS reminders to send before, on, or after the due date at optimal times across time zones.

• E-commerce integrations: Integrates with e-commerce stores like Shopify, BigCommerce, WooCommerce, Magento, and other platforms to send reminders directly from your e-commerce system.

Businesses using Plivo CX for payment reminders see an average of $71 generated for every $1 spent, along with a 20% increase in on-time payments and subscription reminders.

With Plivo’s advanced carrier network spanning 220+ countries, Plivo CX also helps businesses cut SMS marketing costs by up to 70% while tripling their ROI.

Reduce payment delays, improve cash flow, and keep your customers engaged—all with automated SMS reminders powered by Plivo CX. 

Book a free demo today!

Delivering timely updates to customers is crucial in e-commerce, yet many businesses struggle with low engagement on traditional channels like email and push notifications. Delayed communications can lead to abandoned carts, lost sales, and customer frustration.

This is where SMS alerts offer a competitive edge. Unlike other channels, SMS delivers instant, high-visibility messages—whether it’s an order update, a restock notification, or a personalized offer. 

With a high open rate and response times averaging just 90 seconds, SMS ensures that critical information reaches customers when it matters most.

By leveraging SMS alerts effectively, businesses can create amazing shopping experiences, drive higher conversions, and build stronger customer relationships. Let’s explore how.

The definition and value of SMS alerts

SMS alerts are instant text messages sent to users to notify them about important updates, reminders, or urgent information. They’re widely used by businesses, service providers, and organizations to keep customers informed in real-time.

Businesses use SMS alerts for a variety of reasons, such as:

✅ Order confirmations and shipping updates

✅ Appointment reminders

✅ Security alerts (like login verifications)

✅ Promotional offers and flash sales

✅ Emergency notifications

Why do SMS alerts matter for businesses?

Quiq.com reports that 58% of businesses find SMS more cost-effective than voice-only communication, while there is a 75% reduction in phone calls through SMS implementation. SMS alerts enhance customer experience, drive sales, reduce costs, and improve operational efficiency. Here’s how:

• Instant & reliable – Deliver time-sensitive messages directly to customers.
• Increased conversions – Timely promotions and reminders lead to more completed purchases.
• Cost-effective & scalable – Automate outreach without spending heavily on ads.
• Stronger customer relationships – Keep customers informed and engaged, building long-term loyalty.
• Enhanced security – Used for OTPs, fraud alerts, and verification.

Effective customer communication is key, and SMS alerts provide a direct and reliable way to engage your audience.

Now, let’s compare SMS alerts with push notifications and understand how they each serve different purposes.

SMS alerts vs. push notifications – What’s the difference?

Both SMS alerts and push notifications keep users informed, but they work differently. Here’s how:

Bottom line? SMS alerts are direct and reliable, while push notifications are app-dependent and best for marketing engagement. Let’s explore some real-world examples to understand how these alerts work.

Examples of SMS alerts

SMS alerts are used across various industries to provide real-time, important updates. Here are some common examples of SMS alerts:‍

1. Order notifications 

 Reduce WISMO (Where Is My Order) queries by keeping customers informed in real time.

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2. Abandoned cart notifications 

 Recover lost sales by reminding customers about their abandoned carts. A timely message can prompt them to return and complete their purchase, increasing conversion rates.

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3. Delivery notifications 

Enhance customer satisfaction with real-time delivery updates. Keeping customers informed about their order's progress—whether it's shipped, out for delivery, or arrived—reduces anxiety and builds trust.

4. Flash sale alerts

Create a sense of urgency with flash sale alerts to drive immediate action. Time-sensitive offers encourage customers to act fast, boosting conversions and making the most of limited-time promotions.

5. Restock alerts 

Re-engage customers by notifying them when popular or out-of-stock items are available again. Restock alerts help capture the interest of those who missed out previously, driving them back to your store to make a purchase.

6. Payment reminders 

Minimize failed payments by sending timely reminders to customers about upcoming payments or expiring subscriptions. These alerts help ensure customers take action before payments are missed.

How do SMS alerts work?

SMS alerts are a simple way to communicate with customers. Here’s how they work:

Step 1: Customer opt-in: Customers opt in through a simple action, like texting a keyword or submitting their phone number online. This ensures compliance and respects customer preferences.

Step 2: Message creation: Businesses can now send personalized or automated SMS alerts based on triggers

Step 3: Message delivery: The SMS goes through an SMS gateway and reaches the customer’s phone directly.

To make sure your SMS alerts are compliant with the law, it’s essential to understand the regulations involved. Here's what you need to know.

• Opt-in requirement: Customers must provide clear consent before receiving messages. This is usually done by confirming their phone number or texting a keyword (e.g., “JOIN”).
• Unsubscribe option: Every SMS alert must include an opt-out option, allowing customers to easily stop receiving messages by texting “STOP.”
• Privacy compliance: Businesses must ensure they handle customer data securely and comply with privacy laws like GDPR or TCPA.

By following these steps and regulations, businesses can use SMS alerts to communicate with customers while maintaining trust and legal compliance effectively. 

Benefits of using SMS alerts in e-commerce

SMS alerts drive engagement for e-commerce businesses, improving customer satisfaction and boosting sales. Let’s explore some of the key benefits:

Improved customer engagement

Instant updates keep customers informed, preventing frustration and the need to reach out for support. For example, sending real-time order tracking updates ensures customers are always in the loop and engaged.

Increased conversions

By sending targeted cart abandonment reminders or exclusive offers at the right time, businesses can recover lost sales. This timely communication encourages customers to take immediate action, increasing the chances of completing the purchase.

In fact, cart abandonment messages via SMS have been shown to recover 30% of abandoned carts.

Enhanced customer satisfaction

70% of consumers expect businesses to provide updates on orders, deliveries, and appointments via SMS. Personalized messages build trust and increase satisfaction.

Reduced operational costs

By automating routine messages such as order confirmations, shipping updates, and payment reminders, businesses can save time and reduce the need for customer service involvement. 

With SMS messages costing as little as $0.015-$0.050 per message, businesses can achieve significant cost savings while maintaining effective communication.

Improved retention and loyalty

By consistently updating customers with timely information, businesses build trust and increase customer loyalty. Small gestures like "thank you" messages, delivery updates, or exclusive deals encourage repeat purchases.

Now, let’s explore some practical examples of how SMS alerts are being used to make a real difference in the e-commerce world.

Use cases of SMS alerts in e-commerce

SMS alerts are incredibly versatile and can be used across various touchpoints in the customer journey. Here are some top use cases in e-commerce:

1. Promotional alerts

Delivering time-sensitive promotions directly to your customers’ phones ensures your message is seen and acted upon quickly. Whether it's a flash sale, seasonal discount, or exclusive offer, SMS makes sure your promotion reaches your audience in time.

2. Abandoned cart reminders

Cart abandonment is a major hurdle in e-commerce, but a simple text message notification helps recover lost sales. Gently nudging customers who’ve left items behind increases the likelihood of them completing their purchase.

3. Order updates

Keep customers informed at every stage of their order journey. Real-time shipping confirmations and delivery updates provide transparency and improve customer satisfaction.

These updates enhance customer satisfaction by providing transparency and reducing customer support inquiries.‍

4. Customer support

Text message notifications provide instant communication to address concerns, from resolving order issues to answering questions or handling complaints. This real-time communication helps build trust and ensures a quicker resolution to customer concerns.

5. Subscription reminders

Use SMS to remind customers about subscription renewals or expiring memberships, ensuring they don’t miss out on continuing their service.

These timely reminders help increase subscription renewal rates and reduce churn.

Plivo CX, an omnichannel customer engagement platform, makes it easy to send personalized SMS alerts, track performance, and keep your audience connected every step of the way. 

With intelligent segmentation and AI-powered messaging, businesses can optimize customer communication effortlessly.

Simplify customer engagement with SMS alerts powered by Plivo CX 

Many businesses struggle with sending restock updates, subscription renewal reminders, and replenishment alerts, especially for frequently ordered items like supplements and personal care products. These delays can lead to missed opportunities and decreased customer satisfaction.

With Plivo CX, it’s easy to keep customers in the loop. Whether it’s updating them on product availability, reminding them about upcoming renewals, or letting them know when it’s time to restock, you can keep them satisfied with minimal effort.

Here’s why you should choose Plivo CX for SMS alerts:

• Seamless customer notifications: Automate alerts for restocks, renewals, and replenishments. Use manual/automated segmentation and behavioral triggers to send timely, relevant updates.
• Flexible customer segmentation: Use manual segmentation to group audience based on purchase behavior and product interest, ensuring your messages are highly relevant and drive engagement.
• Timely engagement: Send instant, delayed, or event-based alerts. Schedule messages at optimal times across time zones.

• Flexible campaign setup: Set up customized, event-driven SMS campaigns with pre-built templates and AI-powered message personalization.
• Craft engaging alerts: Use AI-driven suggestions and pre-designed templates to create personalized messages. Create using Copywriter AI and deliver them instantly to reach customers on time.

• E-commerce integration: Plivo CX seamlessly integrates with e-commerce stores like Shopify, BigCommerce, WooCommerce, Magento, and more, allowing businesses to send alerts directly from their e-commerce platforms.

Businesses leveraging SMS marketing with Plivo CX see an average of $71 generated for every $1 spent, along with 20% conversion rates from both back-in-stock alerts and subscription reminders.

Powered by Plivo’s premium carrier network with coverage in 220+ countries, Plivo CX also helps businesses cut SMS marketing costs by up to 70% while tripling ROI. 

Book a free demo and see how Plivo CX can help you deliver timely, automated alerts that drive customer engagement and sales!

The moment a customer clicks “Place Order,” they expect the delivery countdown to begin. Even the slightest hiccup in the delivery can send everything into chaos.

With the global logistics market valued at over 8.4 trillion euros in 2021 and expected to exceed 13.7 trillion euros by 2027, speed and reliability are fundamental. 

But even when things go wrong, a well-crafted shipping delay message can make a difference.

Shipping delay messages are a reliable technique to manage customer expectations when orders don’t arrive on time. They help reduce customer uncertainty, minimize complaints, and turn a potentially negative experience into a positive one.

In this article, we’ll explore the best strategies for SMS delay messages, delay message templates, and show how automation can simplify the process.

Why delay messages are important for e-commerce businesses

Poor communication around shipping delays can cost businesses both money and customer loyalty. In fact, 80% of customers say the experience a company provides is just as important as its products and services. 

So, customers often become annoyed and escalate the issue when they don’t receive timely updates on their orders.

To tackle this, a well-crafted delay message can mean the difference between an unhappy customer and a loyal one. Proactive delay messaging reduces refund claims and customer service inquiries, ultimately saving time and resources. 

This is why a simple, well-timed update reassures customers, sets expectations, and preserves brand credibility.

The importance of clear messaging for delivery delays

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Higher customer retention

Customers are 64% more likely to buy from brands they’ve shopped with before. So, keeping them informed with clear delivery updates isn’t just crucial, it's essential for turning first-time buyers into repeat customers and keeping loyalty locked in.

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Stronger brand perception

68% of customers say a negative experience will reduce their loyalty to a brand. Delivery delays can frustrate customers. But businesses that communicate clearly during delays show they’re reliable and customer-focused, keeping loyalty strong and complaints low.

In short, a thoughtful delay message isn’t just damage control, it’s an opportunity to build trust and long-term customer loyalty.

Best 5 shipping delay message templates for SMS & email

No one likes to deliver bad news, but a well-crafted delay message can make all the difference. Use these ready-to-use SMS and email templates to keep customers informed:

1. Delay message template: General delay message notification

When to send: As soon as a delay is identified.

Purpose: Inform the customer about a delay and provide an estimated resolution.

Customers appreciate immediate updates when a delay occurs. This message should be clear, and concise, and provide an expected timeline to ease concerns.

SMS template:

"Hi [Customer name], we wanted to update you on your order #[Order number]. Due to [reason], your order is delayed. We expect it to arrive by [new date]. We apologize for the inconvenience and appreciate your patience."

Email template:

Subject: Update on Your Order #[Order number]

Dear [Customer name],
We wanted to update you about your recent order #[Order Number]. Unfortunately, due to [reason], we are experiencing a delay in shipping your order. We now expect your order to arrive by [new date].

We sincerely apologize for any inconvenience this may cause and appreciate your patience. If you have any questions, please feel free to contact our support team.

Best,
[Your company name]

2. Delay message template: Apology & updated timeline

When to send: If the delay extends beyond the initial estimate 

Purpose: Apologize for the inconvenience and offer an updated delivery date.

When an initial delay stretches further, customers expect an update. Apologizing sincerely while giving a clear timeline can help maintain trust.

SMS template:

"Dear [Customer name], we sincerely apologize for the delay in delivering your order #[Order number]. Due to [reason], the new expected delivery date is [date]. We truly appreciate your patience and understanding. Please reach out if you have any questions."

Email template:

Subject: An Update on Your Order #[Order number]

Dear [Customer name],
We’re reaching out to apologize for the delay in shipping your order #[Order number]. Unfortunately, due to [reason], it will take a bit longer than expected. Your new estimated delivery date is [date].

We understand delays can be frustrating, and we truly appreciate your patience. If you have any questions, don’t hesitate to reach out.

Thank you for your understanding.

Best,
[Your company name]

3. Delay message template: Last-minute delay update

When to send: If an unexpected issue arises close to the expected delivery date

Purpose: Notify the customer about an urgent delay and reassure them of the next steps.

Customers count on delivery dates being spot on. If things go sideways at the last minute, a quick heads-up can make all the difference.

SMS template:

"We’re sorry, [Customer name], but due to [reason], your order #[Order number] is experiencing a last-minute delay. We are working to get it to you as soon as possible and will update you shortly. Thank you for your patience!"

Email template:

Subject: Urgent Update on Your Order #[Order number]

Dear [Customer name],
We regret to inform you that your order #[Order number], which was scheduled to arrive on [original date], is facing an unexpected last-minute delay due to [reason]. We understand this is disappointing, and we sincerely apologize for the inconvenience.

Our team is working hard to resolve this issue, and we will provide an updated delivery timeline as soon as possible. We appreciate your patience and will keep you informed every step of the way.

If you have any questions or need further assistance, please don’t hesitate to reach out.

Thank you for your understanding.

Best,
[Your company name]

4. Delay message template: Compensation offer

When to send: If the delay is significant and impacts customer experience 

Purpose: Offer compensation (discount, free shipping, or store credit) to maintain goodwill.

When a delay causes major inconvenience, a small discount or free shipping can turn things around. It’s a way to say, “Thanks for your patience—we appreciate you.”

SMS template:

"Hi [Customer name], we regret the delay with your order #[Order number]. As a token of appreciation for your patience, we’d like to offer you [discount or free shipping] on your next order. Use code [CODE] at checkout. Thank you for choosing us!"

Email template:

Subject: Thank You for Your Patience – Here’s a Special Offer

Dear [Customer name],
We appreciate your patience regarding your delayed order #[Order number]. We understand how important timely deliveries are, and we’re truly sorry for the inconvenience.

As a token of appreciation, we’d like to offer you [discount or free shipping] on your next order. Use code [CODE] at checkout.

Thank you for choosing us, and we appreciate your understanding!

Best,
[Your company name]

5. Delay message template: Holiday season delay

When to send: During busy holiday seasons when shipping delays are common.

Purpose: Manage expectations and apologize for potential delays due to increased seasonal demand.

Increased demand during holidays often leads to delays. Proactive communication assures customers that their order is still a priority.

SMS template:

"Hi [Customer name], due to high holiday demand, your order #[Order number] may experience a slight delay. We expect it to arrive by [new date]. Thanks for your understanding and patience during this busy season!"

Email template:

Subject: Holiday Season Shipping Update for Your Order #[Order number]

Dear [Customer name],

We wanted to give you a heads-up that, due to the increased volume of orders during the holiday season, your order #[Order number] may experience a slight delay. We expect it to arrive by [new date].

We appreciate your patience and understanding during this busy time. If you have any questions, feel free to reach out to our support team.

Best,
[Your company name]

By utilizing these SMS and email templates, e-commerce brands can keep customers informed, mitigate frustration, and maintain positive relationships despite unexpected shipping delays.

Best practices for communicating a shipping delay

Timely communication is essential when informing customers about a shipping delay. Below are the best practices for effectively communicating a shipping delay:

1. Notify customers as soon as possible

70% of e-commerce shoppers say their orders were shipped late with no explanation, which can really hurt your brand. By sending a timely and thoughtful delay message ASAP, you can keep your customers informed. This even strengthens their loyalty, despite the hiccup.

2. Use multiple communication channels

Make sure your customers never miss an update by reaching them through multiple channels:

• Email notifications
• SMS alerts
• Customer service chat or call support

With 90% of customers expecting immediate updates when their order status changes, using multiple touchpoints ensures they stay informed and reassured.

3. Provide clear and honest information

41% of consumers want their orders within 24 hours, which means any delay can lead to frustration. So, when delays happen, clear and honest communication is important.

 Be upfront about the reason for the delay, how long it may last, and any potential resolutions. Avoid vague language and ensure that your message is factual and precise.

Example: "We regret to inform you that your order (#12345) has been delayed due to unexpected supply chain disruptions. We are actively working to resolve this issue and anticipate shipping your order by [new estimated delivery date]."

4. Offer an estimated delivery timeline

Even if the exact delay duration is uncertain, provide the most accurate estimated delivery timeframe based on the available information and keep customers informed of any changes. 

Example: "Due to high order volumes, your shipment may experience a delay. We estimate that your package will arrive within 5-7 business days. We will keep you informed of any further updates and appreciate your patience."

5. Apologize and show empathy

A heartfelt apology goes a long way in maintaining goodwill. This assures you are doing everything you can to get the order to them as soon as possible.

Example: "We understand how important it is to receive your order on time, and we sincerely apologize for the delay. We appreciate your patience and are doing everything we can to expedite your shipment."

The role of automation in shipping delay messages

For e-commerce companies handling thousands of orders daily, automation is essential for sending shipping delay notifications at scale. Considering that 76% of Americans say a bad customer experience is worse than a delayed shipment, keeping customers informed should be a top priority.

By now, you know customers expect timely and personalized updates, and manual communication simply cannot keep up with demand. 

• Automation ensures that every customer receives real-time updates via SMS, email, or app notifications, reducing uncertainty and frustration. 
• AI-driven automation can also personalize messages based on order details, past interactions, and estimated delivery timelines. This enhances the customer experience and also reduces inbound customer service inquiries, freeing up resources. 

But having the right platform for automation can make all the difference. 

Plivo CX, an omnichannel customer engagement tool, enables e-commerce businesses to send real-time shipping delay notifications at scale. 

With its user-friendly interface and powerful analytics, Plivo CX ensures customers stay informed without overloading your support team and improves the overall customer experience.

Send shipping delay messages at scale with Plivo CX

Managing shipping delays manually can be overwhelming, leading to frustrated customers and increased support inquiries. Keeping customers informed at the right time is essential to maintaining trust and reducing complaints.

With Plivo CX, you can automate shipping delay notifications across SMS, ensuring customers receive real-time updates without the hassle of manual follow-ups. From proactive delay alerts to last-minute updates, Plivo CX helps businesses simplify communication with customers and improves customer satisfaction.

Here’s how Plivo CX helps e-commerce businesses stay ahead:

• Automated notifications: Keep your customers informed with automated SMS alerts about shipping delays, providing real-time updates based on their orders.
• Customer segmentation: Group customers based on order status, delivery region, or urgency level to send targeted and relevant updates.
• Customizable templates: Use pre-designed templates to craft clear delay notifications. Ensure timely delivery via SMS for a good customer experience.
• Copywriter AI: Instantly generate clear, empathetic, and engaging delay notifications using Copywriter AI.

• E-commerce integrations: Plivo CX integrates with popular e-commerce platforms like Shopify, BigCommerce, WooCommerce, and Magento, sending notifications directly from your system.
• Optimized delivery timing: Schedule delay messages at the right moment, ensuring customers receive updates when they need them most—whether it's a pre-delay heads-up or an urgent last-minute notice.

With Plivo’s advanced carrier network spanning 220+ countries, Plivo CX ensures your shipping delay messages reach customers reliably and cost-effectively. 

Businesses using Plivo CX for automated shipping delay notifications have seen significant cost savings, reducing communication expenses by up to 70% while enhancing customer experience at scale. 

Additionally, businesses using Plivo CX generate $71 for every $1 spent, along with a 20% increase in on-time deliveries and improved subscription fulfillment.

Simplify your shipping delay notifications, protect your brand reputation, and save valuable time with automated messaging with Plivo CX. 

Book a free demo today!

You can make countless changes on product pages to optimize your conversion rate. Yet often, all it needs is a simple nudge—a quick reminder text to customers that the product they left in the cart is about to go out of stock or the sale they were waiting for is now live.  

Oksana Tsvigun, an eCommerce expert, says, "When executed effectively, nudge marketing can significantly influence purchase behavior across various channels."

In this post, we will explore the type of SMS reminders eCommerce businesses can send and how they can send. 

Types of SMS reminders eCommerce businesses can send

Here are some of the must-have SMS reminders for your online store:

1. Abandoned cart SMS reminder

Abandoned cart reminders are a no-nonsense strategy for winning back sales from customers who left their shopping cart in the middle for some reason. 

Sending quick abandoned cart reminder texts is effective as they are direct and encourage immediate action. Studies show a well-crafted text can recover up to 58% of these carts, potentially bringing back nearly two out of three lost sales. This means many customers who abandon their carts may return after a text reminder.

Further, high open rates of SMS pose another promising metric.

Sample abandoned cart SMS reminder:

Hi [Customer Name], [Product name] is waiting in your cart. Complete the purchase now and get free shipping! [Link to Cart]

2. Payment SMS reminder

Around 11% of online transactions among eCommerce sites failed in 2023. This failure can significantly impact revenue as customers usually step away from the site after a failure, thinking to try later, and may ultimately forget about the item itself. 

A quick reminder text nudges them to complete the purchase in such cases.

Sample payment SMS reminder:

Hi [Customer Name], There was a technical glitch when completing your order payment. Please retry payment now : [Link to payment page].

3. Product restock SMS reminder

Product restock reminders are another great way to increase sales by sending messages to customers who previously expressed interest in an out-of-stock product. It's a proven tactic to regain lost sales due to supply chain issues. 

Sample product restock SMS reminder:

Hi [Customer Name], The [Product Name] you were waiting for is back in stock. Order now: [Link to Product Page]

4. Order confirmation SMS reminder

Order confirmation reminders help improve customer experience and gain their trust. It ensures customers get an instant confirmation message with a hint of shipping and further tracking details. 

Customers are never left wondering whether the payment they just made resulted in a successful order or not. 

Sample order confirmation SMS reminder:

Hi [Customer name], Thank you for purchasing from [Site name], Your order [Order number] is confirmed. We will send a tracking link as soon as the order is shipped.

5. Shipping/Delivery SMS reminder

83% of shoppers look for text updates about their order shipping status. Timely shipping updates are crucial for maintaining customer satisfaction. 

A short text message with a tracking link and delivery details goes a long way to win customer trust in the current cluttered market. 

Sample shipping/delivery SMS reminder:

Hey [Customer name]: Wohooo! Your order [Order Id] is on the way and expected to arrive by [Tentative delivery date]. Track it here: [Shipping tracking link]

6. Feedback/Review SMS reminder

77% of shoppers specifically seek out websites with ratings and reviews. Having reviews on the website brings more credibility to your store. 

Therefore, feedback/review requests are messages customers get after they have received the product. The message contains a link to drop a review on the product/delivery experience. 

Sample feedback/review SMS reminder:

Hi [Customer], We hope you are loving your recent purchase. Tap this link [Review link] to drop a review and collect loyalty points

7. Event/Sale SMS reminder

Event/sale SMS reminders are text messages sent to customers to notify them about upcoming events, flash sales, holiday promotions, or special offers. 

These reminders are pivotal in increasing the engagement of these promotions and generating more sales. 

Sample event/sale SMS reminder:

[Holiday name] Offers Alert! Exciting sales start at [Promotion start date]. Get up to 50% off your favorite products. Start wishlisting now. 

8. VIP/Exclusive offer SMS reminder

VIP/Exclusive offers are usually for customers who are part of loyalty programs. These are text messages containing special discounts or early access to some products. 

Sample VIP/Exclusive offer SMS reminder:

Hey [Customer name], [Brand name] Summer collection is going to be live soon. As a [Loyalty program ] member, you can access it early here [Collection link]. Get your hands on it before it goes live.

9. Subscription renewal SMS reminder

Some eCommerce brands also offer subscriptions in return for exclusive perks. 

One typical example is the famous Amazon Prime program, which provides customers with free shipping. If you offer such subscriptions, you can send text message reminders to customers for renewals. 

 Sample Subscription renewal SMS reminder:

Hey [Customer name], Your [Subscription program] subscription is about to expire. Renew it now to keep enjoying the perks-> [Payment link]

How to send reminder SMS to eCommerce consumers

For brands seeking to maximize customer engagement, follow this six-step process to create a robust SMS reminder system:

1. Choose an SMS marketing software

The first step is to choose an SMS marketing software that will enable you to send reminders.

Key features to look for in an SMS marketing platform are:

• Supporting segmenting users based on demographics, user activity, and order history
• Allowing to send automated messages based on user actions
• Allowing to send ad-hoc messages when required
• Providing inbuilt reports to draw campaign insights.

2. Integrate SMS marketing software with your eCommerce platform

When you have identified the SMS marketing software, you can integrate it with your Shopify store/eCommerce platform. After integration, the marketing software gets the base customer data to begin sending any reminders. 

Further, marketing software also offers customizable sign-up forms to make it easy for customers to subscribe to reminders.

3. Segment your audience

To send effective reminders, you have to segment your SMS list based on user activity, purchase history, location, and more. 

When you have well-defined segments, you can send relevant reminders to specific segments.

4. Set up automated SMS triggers

There are two types of reminders. First, there are automated reminders, where you set up a user action to trigger an automated reminder, such as cart abandonment. 

In this case, an SMS marketing software tool allows you to set up triggers and automated messages for those triggers.

5. Setup ad-hoc campaigns

The second type of reminder is ad-hoc, which is sent on a need basis. 

For instance, reminders for events/flash sales/exclusive offers are ad-hoc whenever these campaigns are planned. For these campaigns, you can send scheduled ad-hoc messages targeting a specific segment of users in the marketing software.

6. Test and optimize

Lastly, don't forget to track key KPIs of reminders, such as open rate, click rate, converted rate, and revenue. This information will help you identify what's working and what's not for sending more effective reminders. 

Benefits of sending SMS reminders for eCommerce businesses

Now, let us discover the powerful impact of SMS messaging on your brand's bottom line. Here are the key advantages outlined below:

1. Reduce cart abandonment

Sending cart abandonment reminders is a simple tactic to regain lost sales. For instance, Southwestern outfitters Boot Barn observed a 12% lift in captured revenue through such campaigns. 

2. Faster resolution of payment issues

Automated payment reminders can bring back the customers who left the cart due to payment issues. 

For instance, businesses using automated reminders achieved up to a 50% increase in payment rates compared to those who did not utilize such reminders.

3. Boost sales and revenue

Most types of reminders (abandoned cart, product restock, offers, etc.) are a simple way to gain sales. Every conversion increases the overall revenue of the business. 

4. Improve customer experience

Regular reminders on orders and shipping status improve the customer experience. Customers who receive SMS delivery notifications report a 97% satisfaction rate, as it keeps them informed in real time.

Customers do not have to wonder where their product is or have to go back to the app/website again and again to check the status. They can stay assured that the brand will keep them posted. 

5. Enhance retention and loyalty

SMS reminders help in running effective loyalty programs. To build long-term brand loyalists, you can send text messages to keep customers posted on updates (increase in points, exclusive offers, etc). 

Plus, note that 75% of customers like receiving personalized SMS offers from brands they’ve purchased from before.

6. Encourage reviews and feedback

Sending reminder texts gives quick nudges to customers to drop feedback. People are more likely to leave reviews immediately after a positive experience, especially if incentivized. The nudge provides that little push or perk required. 

Automate SMS reminders and alerts with Plivo CX

Plivo CX is a cloud-based, omnichannel marketing automation platform that can help you send timely alerts/SMS reminders. 

We offer no-code Journeys, where you can drag and drop to set automated SMS. Set up the trigger, define the SMS, and let the system run on autopilot.

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

✅Getting customers to opt-in

✅Segmenting subscribers for personalized reminder texts

✅Creating SMS reminder content for campaigns using in-built templates and AI copywriter

✅Scheduling ad-hoc SMS reminders with AI assistance

✅Launching campaigns with ease

✅Building reports to track open rates, click rates, and conversion rates of SMS reminders

Further, we do not rely on external carriers; instead, we use our own premium carrier network. This enables you to send high-volume SMS reminders to over 220 countries/territories with higher deliverability for as little as $0.0054. 

You can also cut down your SMS marketing campaign costs by 70%!

Want to automate SMS reminders? 

Sign up today to explore the powerful features of Plivo CX.

Every day, millions of text messages flash across screens worldwide — appointment confirmations, security codes, and delivery alerts. But how do businesses deliver these messages at scale, instantly, and to any corner of the globe?

The answer lies in an SMS Application Programming Interface (API).

It lets businesses automate and integrate text messaging directly into their apps, websites, or CRM systems; no manual effort or custom-built infrastructure required. 

Need to send 10,000 shipping notifications in seconds? Done. Want to track responses or handle incoming texts automatically? The SMS API handles it all.

In this blog post, we’ll explore how SMS APIs work, why they’re revolutionizing customer communication, and how even non-technical teams can use them to save time, reduce costs, and keep customers engaged. Let’s get started.

SMS API 101

An SMS API is a powerful tool that allows businesses to send and receive SMS messages programmatically. This technology helps businesses add SMS features to their applications, improving customer communication.

What is an SMS API?

An SMS API is a software interface that enables sending and receiving text messages via an SMS gateway.

It connects traditional telecom networks with the internet, allowing developers to use web-based code to communicate directly with carrier networks. This integration makes it simple to incorporate SMS functionality into applications.

With an SMS API, developers can use standard coding methods to handle texts effortlessly. This keeps your business running 24/7, delivering alerts, updates, or info to customers at any time.

How does SMS API work?

An SMS API connects your business software (like apps or websites) to mobile phone networks. It acts like a translator and a messenger.

To use these APIs effectively, it's important to understand how they work and the basic concepts behind SMS. Let’s break it down step by step.

• Your software sends a message request: When your app or website needs to send a text (e.g., a shipping update or login code), it tells the SMS API: “Send this message to this phone number.”
• The API prepares the message: The SMS API takes your request and converts it into a format that mobile networks understand. It handles technical details like country codes, carrier rules, and message formatting.
• The message travels to the recipient: It sends the message to mobile networks, which deliver it to the recipient’s phone. If the person replies, the API sends that reply back to your software.
• Automation and scale: The API handles all the technical steps like checking for errors, confirming deliveries, and retrying failed messages. This lets you send thousands of texts at once without manual effort.

Basic SMS concepts

SMS is a foundational tool for modern communication, but using it effectively requires understanding a few key concepts:

Sender ID

This is the name or number that recipients see when they receive your message. It could be a short code (e.g., “12345”), a long code (a standard phone number), or an alphanumeric ID (e.g., “YourBiz”).

A recognizable sender ID builds trust and ensures recipients know the message is from you.

Latency

Latency refers to the delay between sending a message and its delivery. Lower latency means faster delivery.

For example, providers like Plivo optimize this by maintaining points of presence (PoPs) at major internet exchange hubs across various global regions. These PoPs ensure messages travel through Plivo’s high-speed network within each region, minimizing delays even for cross-region traffic.

This setup keeps round-trip times low, so messages arrive almost instantly.

Messaging throughput

This is the number of messages a system can handle per second. High throughput is critical for businesses sending bulk SMS (e.g., marketing campaigns or alerts).

Reliable providers ensure their infrastructure scales seamlessly to handle spikes in demand without delays.

Delivery status

SMS APIs provide real-time updates on the delivery status of a message, indicating whether it was delivered, failed, or is pending.

For example, you might see “delivered” (success), “undelivered” (carrier issue), or “expired” (message timed out). This helps businesses confirm critical notifications (like transaction alerts) have reached customers.

Message encoding and character limits

SMS messages have specific rules for formatting and length to ensure they work across all devices and networks:

• Standard SMS: Uses Global System for Mobile Communications (GSM-7) encoding, which supports basic text (like letters, numbers, and common symbols). These messages can be up to 160 characters long.
• Unicode SMS: Supports emojis, special characters (e.g., accents, Chinese, or Arabic script), or fonts outside the GSM-7 standard. These messages are shorter and limited to 70 characters.

If a message exceeds these limits, it gets split into multiple parts (e.g., a 162-character text becomes two messages).

While most phones stitch them back together, this can increase costs.

Plivo offers an intelligent message encoding feature that automatically detects subtle Unicode characters that are often overlooked. This feature replaces these with similar GSM-encoded characters, ensuring your message is limited to 160 characters.

This eliminates the need to send multiple messages, making your communication more efficient.

Benefits of SMS API

Using an SMS API offers numerous advantages for businesses looking to enhance their communication strategies. Here are some key benefits:

Capture immediate attention

SMS APIs ensure your messages reach customers instantly, making them one of the most effective communication channels.

A survey shows that 80.5% of consumers check their text notifications within five minutes, meaning your alerts, promotions, and reminders are seen almost immediately. This rapid visibility increases engagement, response rates, and customer interactions.

Unlike emails or push notifications that may go unnoticed, SMS messages create a direct and personal connection with recipients, prompting quicker action.

Automated messaging solutions

SMS APIs let businesses automate routine messages like appointment reminders, payment alerts, and order updates. But the biggest benefit isn’t saving time, it’s making customers happier.

43% of marketers say better customer service is the biggest benefit of automation.

For example, a store could automatically send texts like “Your package is on the way!” or “Your order is ready for pickup!” after a purchase. These quick, helpful updates keep customers informed without anyone on the team having to type a single message.

Two-way conversation

SMS APIs let customers reply directly, turning texts into real conversations.

Take LAZ Parking, for example. It manages over 3,400 parking properties across 38 U.S. states. They needed a seamless way for drivers to pay for parking without downloading an app or standing in line. Here’s how they resolved this problem:

• Drivers text a unique code (posted in the parking lot) to a number leased through Plivo’s SMS API.
• They instantly receive a payment link to complete the transaction on their phones.
• If they’re stuck, replying “HELP” triggers automated support, guiding them through the process.

No maintenance worries

Cloud-based SMS APIs eliminate infrastructure headaches. Providers handle updates, scaling, and security and your team just needs to integrate the API and send messages.

No need to worry about server crashes or compatibility issues. It’s like having a dedicated IT team managing your messaging backbone 24/7.

Cost-effective strategy

Traditional marketing can get costly, and you might not even reach the right customers.

That’s why an SMS API is so useful.

It lets you send fast, affordable messages directly to thousands of people who actually want to hear from you. This makes it a simple way to grow your business and get your updates seen by the right audience.

Global reach with multilingual support

SMS APIs offer businesses the ability to connect with a global audience, transcending geographical boundaries.

Platforms like Plivo offer SMS solutions that send messages to 220+ countries and territories, with tools to adapt content to local languages, customs, and cultural preferences.

For businesses targeting international markets, this feature is crucial. It allows for consistent communication, whether you’re sending promotional offers, service updates, or support messages. Plus, by using an SMS API, companies can ensure their messages are culturally sensitive and localized.

This helps build trust with customers and increase brand loyalty across diverse demographics.

Use cases of SMS API

SMS APIs have a wide range of applications across various industries. Here are some common use cases:

Digital marketing and sales

Text message marketing is a great way for businesses to reach customers directly. It lets companies share sales updates, discounts, and important news straight to their customers’ phones.

A 2023 report on mobile users found that over half of customers (52%) prefer getting updates via text, making it a key part of any business’s marketing plan.

GoCheckin, a tool created by Fastboy Marketing, helps beauty salons send appointment reminders and special deals to their clients. They use Plivo to manage and send large numbers of texts quickly and reliably.

Using text messages instead of an app, Fastboy simplified the process for salons to connect with clients.

Notifications and alerts

Automatic updates and account alerts help keep customers in the loop and strengthen their trust in a business.

Text messages work especially well for sharing fast, dependable updates about purchases, security warnings, or changes to their accounts.

Online stores use texts to update customers at every step of the shipping process.

Take Luxer One, a company based in California that installs secure package lockers for apartments and homes as an example. They use text messages to let residents know when a package arrives.

Before switching to texts, they relied on emails — but many residents didn’t see or check their emails, causing packages to go unclaimed and frustrations to rise.

With text messages, Luxer One now ensures nearly every alert (over 99%) reaches customers, making package pickups smoother and customers happier.

Customer care

SMS APIs enhance customer care by enabling businesses to offer fast, personalized, and efficient support. Customers receive instant responses to their inquiries, leading to quicker resolutions and improved satisfaction.

For example, an e-commerce company can send immediate order confirmations, delivery updates, or troubleshooting guidance via SMS, keeping customers informed at every step.

Additionally, with conversational AI, you can provide instant help 24/7, reducing the burden on your team and allowing them to focus on more complex tasks. This streamlines support operations, strengthens customer relationships, and drives loyalty, all while offering a seamless customer experience.

Two-factor authentication (2FA)

Businesses use SMS services to send 2FA login codes for added security.

When users log in, the system texts a code to their phone to verify their identity. This method is popular because texts arrive quickly and people check them instantly.

Banks, apps, and online shops rely on SMS for this step — it’s simple for users and reduces fraud risks. Some companies pair it with backup options (like email) in case phones aren’t accessible.

Reminders

Sending appointment reminders by text is a simple way to keep customers informed and reduce missed appointments.

Once you connect an SMS service to your current setup, the system automatically sends reminders at the right time. For example, when an appointment is coming up, the service instantly delivers a text to the customer’s phone.

A dental clinic could text patients a day before their visit, helping them remember their appointments and show up on time.

Best practices for implementing SMS API

Implementing an SMS API can significantly enhance your application's communication capabilities. Here are some best practices to ensure a successful SMS API integration:

Set clear objectives

Setting clear objectives is key to successfully using an SMS API. Start by deciding what you want to achieve with your text messages. For example, you might want to keep customers informed, send alerts, or promote your products.

Also, establish key performance indicators (KPIs) to measure how well your SMS efforts are working and identify areas for improvement.

Prioritize business messaging guidelines

Following business messaging guidelines is crucial for staying compliant and building trust with your audience. Make sure to comply with local laws like the Telephone Consumer Protection Act (TCPA) in the U.S. and the General Data Protection Regulation (GDPR) in Europe.

It's essential to have a clear opt-in process, so people know they are agreeing to receive your messages.

Moreover, always identify your business in the texts you send. This helps create transparency and trust with your subscribers.

Use API personalization

71% of consumers expect companies to deliver personalized interactions, and 76% get frustrated when this doesn’t happen.

Taking advantage of the personalization features in your SMS API can greatly improve how your audience interacts with your messages. You can customize texts based on user data, preferences, or behaviors, making your messages more relevant.

For instance, if a retail store knows that a customer often buys running shoes, sending a text about a new running shoe launch or a special offer can make the message feel more relevant.

Also, consider A/B testing different personalized messages to find out which ones work best for your audience.

Avoid spamming subscribers with promotions

Sending too many irrelevant marketing messages can drive customers away. In fact, 47% of customers found such texts annoying and 28% stopped using the brand.

This shows how important it is to limit how often you send messages. Instead of just pushing promotions, focus on making each message valuable.

You can offer helpful information, special deals, or important updates. Sharing relevant content also keeps your audience engaged. On top of that, always provide an easy way for subscribers to opt out of messages. This gives them control over what they receive and helps improve their satisfaction.

Monitor and analyze

Monitoring and analyzing your SMS campaigns is important for ongoing success. Use analytics tools to track performance, including delivery rates, open rates, and engagement. 

Encouraging feedback from recipients can help you understand their preferences and improve future messages. Regularly review your SMS strategy based on the data you collect, and make adjustments to optimize your performance.

Experience the benefits of an SMS API with Plivo

When selecting an SMS API for mass communication, it’s important to choose a trusted cloud platform known for reliability, security, and ease of use. Here’s why Plivo stands out as a top choice for businesses:

• Global connectivity: It allows you to send messages to customers all over the world through a network of reliable carriers.
• Advanced features: You can manage sender IDs, use special characters for better readability, and access detailed analytics to optimize your campaigns in real time.
• Seamless integration: Plivo’s SMS API works well with popular tools like Zapier, making your workflows simpler.
• High reliability: The platform is built on a strong infrastructure capable of handling large message volumes. With fault-tolerant systems and high availability, it guarantees a 99.99% uptime for all global connections.
• Competitive pricing: You only pay for what you use. Plivo offers volume discounts for regular usage, helping you save more as your messaging needs grow.
• 24/7 customer support: Plivo provides various support plans to fit any organization's needs, from a free basic plan to a premium plan with 24/7 support.

Ready to streamline your communication? Contact us today to learn how Plivo can elevate your business messaging!