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

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

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

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

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

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

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

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

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

4 primary responsibilities of a support agent

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

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

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

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

2. Handling customer inquiries

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

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

3. Providing proactive support

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

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

4. Gathering feedback to optimize product offerings and marketing

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

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

Essential soft skills of a good support agent

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

Active listening and empathy

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

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

Good communication skills

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

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

Adaptability

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

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

Problem-solving skills

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

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

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

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

1. Define your staffing needs and ideal agent

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

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

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

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

2. Prioritize agents with empathy and problem-solving skills

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

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

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

3. Test for relevant technical competency

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

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

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

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

4. Provide comprehensive agent training

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

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

5. Equip your support agents with AI-powered tools

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

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

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

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

6. Establish KPIs and reasonable expectations

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

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

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

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

Scale your customer support operations with Plivo CX

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

That’s where Plivo CX comes in. 

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

We also offer: 

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

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

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

Now, you have only two options.

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

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

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

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

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

What is multilingual customer support?

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

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

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

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

Benefits of multilingual customer support

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

Improved customer satisfaction

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

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

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

Higher customer retention

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

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

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

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

Broader reach and competitive advantage

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

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

7 must-know strategies to implement multilingual support

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

Let’s go through how you can do that. 

1. Be upfront about your available language options

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

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

2. Embrace diversity in recruitment

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

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

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

3. Use AI chatbots to provide multilingual support

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

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

4. Integrate multilingual voice support 

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

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

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

5. Offer language preferences in self-service options

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

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

6. Train support agents in cultural sensitivity

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

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

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

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

7. Localize knowledge base and FAQs  

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

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

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

Deliver modern multilingual support with Plivo CX

Language differences stifle quality support delivery and effective communication. 

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

We also offer: 

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

Book a demo now!

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

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

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

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

Why SMS is an effective lead generation tool

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

High open rates & immediate attention

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

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

Direct & personal communication

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

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

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

Real-time engagement 

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

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

Cost-effective marketing

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

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

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

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

Automation & scalability 

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

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

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

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

Proven SMS techniques for lead generation

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

Offer exclusive content or discounts

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

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

Create compelling CTAs for immediate action 

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

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

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

Use opt-in keywords and shortcodes 

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

Example:

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

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

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

Segment your audience for targeted campaigns

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

Example:

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

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

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

Utilize SMS automation for timely follow-ups 

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

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

Example:

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

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

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

Best practices for SMS lead generation

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

Personalize and be relevant 

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

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

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

Optimal timing and frequency 

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

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

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

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

Keep messages concise and clear 

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

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

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

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

Track and analyze performance 

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

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

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

The role of SMS marketing automation in lead generation

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

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

Key benefits of SMS marketing automation

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

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

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

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

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

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

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

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

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

Drive more leads with SMS marketing powered by Plivo CX

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

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

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

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

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

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

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

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

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

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

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

Schedule a free demo now!