“Anybody can provide awesome customer service. You don’t have to be a rocket scientist to just be nice and be helpful.”

—  Wade Foster, CEO & Co-founder, Zapier

In 1868, J.R. Watkins, a door-to-door salesman, changed the game for customer trust and satisfaction. He was the first to offer a full refund if the buyers weren’t satisfied with the product.

This wasn’t just about refunds but about meaningful customer service and showing customers they mattered. After all, 74% of consumers would rather be understood and valued than get discounts and loyalty perks.

This blog post will discuss how excellent customer service can build unbreakable loyalty and strengthen your brand’s foundation. We will also explore real-world examples of brands going the extra mile to satisfy their customers.

What is customer loyalty?

Customer loyalty is the trust and bond a customer has with a company built through a series of positive interactions over time. It is an ongoing positive relationship and a by-product of great customer service.

Loyal customers are more likely to :

• Make repeat purchases
• Interact more with the company through various channels
• Provide insightful feedback 
• Recommend your brand to others

Why does customer loyalty matter?

Customer loyalty is the reason people choose you over your competitors. However, it doesn’t take much to change their mind. 59% of consumers in the U.S. will abandon your brand after several bad experiences, and 17%, with just one. 

Building customer loyalty is a consistent effort that centers around offering quality products and services, transparency and proactive engagement. Once done right, it can lead to:

1. Increased retention

Loyal customers are 64% more likely to purchase from the same brand. In fact, 31% will pay more to stay with a brand. This can reduce customer churn and enhance customer lifetime value.  

2. Higher revenue

Logically, increased intention will automatically lead to a higher revenue rate. Loyal customers are likely to spend more over time and purchase in large quantities. Research shows that returning customers spend 67% more than new customers, generating higher revenue.

3. Word-of-mouth marketing

47% of customers express loyalty by recommending the brand to friends and family. Loyal customers are the real brand promoters, as they can heavily influence others to purchase from your brand. This advocacy is highly effective as it can influence 54% of consumers to purchase.

4. Reduced acquisition costs

Acquiring new customers can be expensive. A brand loses an average of  $29 for every new customer acquired. Loyal customers are a stable and predictable source of income, reducing the need to constantly acquire new customers, resulting in reduced costs.

5. Enhanced brand reputation

Customers who are impressed with your products and services are more likely to leave positive reviews and promote the brand to their network. This can boost your brand reputation while fostering trust and credibility among potential buyers.

Ways to build customer loyalty with exceptional customer service

Losing more than half of your customers—52%, to be exact—because of poor service isn’t just a statistic; it’s a warning. Modern customer service is not just about exchanging polite interactions; it’s about understanding their needs and catering to them in a way your competitors can’t. 

Building customer loyalty requires exceptional service, whether sending a warm birthday message or offering a discount coupon. 

Here’s how you can make it happen:

1. Be there when they need you

Say your customer is trying to troubleshoot their newly bought Wi-Fi router late at night and cannot get it working. It’s urgent; they are on an indoor movie date. But your business hours don't open until 10 a.m the next day. Imagine the frustration.

You can turn this moment of frustration into an opportunity by offering them immediate access to support when they need it. No, you don’t have to make agents work 24/7, but deploy self service options like AI-powered chatbots and knowledge bases to support users who have questions regarding products outside of business hours.

It’s also a great option for customers who are introverts or who do not wish to contact your company directly for simple issues. This extra assistance is what customers need to feel secure and loyal.

2. Personalize every touch 

“Hi, how can I help you today?”

vs.

“Hi Emma, how can I help you today?”

Just addressing your customers by their names can make their day brighter. Now imagine how they would feel if you sent birthday wishes yearly or provided discount coupons for delayed shipments.

Businesses can leverage customer data and AI-powered tools to deliver personalized responses that precisely foresee and address individual needs. This not only streamlines experiences but also minimizes the time and effort customers spend seeking assistance.

For example, tools such as predictive analytics can analyze user behavior, such as history and past interactions, to understand customer needs and then create tailored recommendations to make them feel special.

3. Reach them in their comfort zone

Who would want to wait in endless loops of hold music? Customers sure don’t.  Thankfully, there are more ways a customer can connect with a brand. But connecting isn’t enough; customers want a seamless and consistent experience across channels. 

This is where omnichannel support comes in. It allows customers to connect on their preferred communication channel and even switch channels without ever having to repeat things. Omnichannel solutions can help you offer premium support by:

• Helping you understand the customer journey
• Identifying the frequently used channels and type of interactions customers prefer
• Creating smooth transitions between these touchpoints

4. Understand their satisfaction level

Asking for feedback is a way of showing customers  they matter and you are working hard on making things better. Also, to drive customer loyalty, you have to measure key customer satisfaction metrics and understand what people love and hate about your service. This will help you create targeted strategies to resolve issues better.

Some of the top metrics to track include:

• Customer satisfaction score (CSAT): The level of satisfaction a customer has after an interaction 
• Net promoter score (NPS): How likely customers are to recommend the service or company
• Customer effort score (CES): How easy or difficult it was for the customer to resolve the issue

The best way to collect feedback is by using automation tools. AI chatbots are great for asking customers to rate their experience after the resolution of a query. Sending automated feedback emails after an interaction is also a convenient way to collect responses.

5. Start a loyalty program

79% of consumers participate in at least one retail membership, loyalty program, or subscription. Creating a loyalty program is an excellent way to reward repeat customers with suitable offers, discounts, and freebies. It is a way of motivating customers to continue buying from you instead of your competitors.

For example, Starbucks’ loyalty program rewards customers with stars for each purchase. They can redeem these points to unlock perks like free drinks or personalized offers.

Real-world examples of brands excelling in customer service

Companies that go above and beyond to meet customer needs stand out and set industry benchmarks. Their ability to anticipate customer expectations, respond swiftly, and provide personalized solutions is the reason why we are discussing them today. 

These brands prove exceptional customer service isn’t about one-off gestures but consistently delivering value at every touch point. 

Here are some real-world examples of businesses excelling in customer service and creating memorable experiences:

1. Grammarly

Grammarly keeps its audience active and encouraged by sending customized email alerts. The weekly email updates provide insights into the user’s writing habits, productivity and language expertise, such as:

• Number of words written, writing mistakes and unique vocabulary used
• Common tones detected in your style of writing
• The total number of words Grammarly has analyzed since the beginning
• Advanced suggestions you could get with Grammarly Pro

This personalized approach not only helps users review their writing skills but also keeps Grammarly top-of-mind. As a result, users feel like they are on a journey of self-improvement rather than being targeted by sales tactics.

2. Zappos

Missing out on Zappos while talking about great customer service would be a crime. In fact, at this point, they could be used synonymously. On June 11, 2016, a Zappos employee had the longest customer service call in history at 10 hours and 43 minutes. 

At Zappos there is only one ultimate principle— to make the customer happy, no matter what.The agents never use scripts, and they are told not to upsell. 

Among hundreds of other things, they are also known for delivering flowers to customers experiencing difficulties, offering free upgrades, and buying an out-of-stock item from a competitor to provide customers with unparalleled service.

3. Amazon

Amazon is known for its ability to predict and resolve delivery-related concerns before they arise. The company utilizes predictive analytics to inform customers about their delivery status, including potential delays. Customers receive timely updates via email or app notifications, so they never wonder where their package is.

When delays do occur, Amazon often goes a step further by offering compensatory benefits, such as a full refund. This proactive communication not only smooths out the customer experience but also reduces the number of queries related to order statuses. 

4. Southwest Airlines

Southwest Airlines reaches out to its customers even before they have a chance to complain. Once, a customer tweeted how they had a terrible Wi-Fi experience on a flight even though it was paid. Once they got home, a refund of the $8 internet purchase awaited them in their inbox. Super proactive, isn’t it?

Contacting your customers before they raise concerns shows you’re taking the initiative to support them. It’s an effective way to turn a problematic situation into a memorable and positive experience.

Build meaningful bonds with Plivo CX

Just like Rome, customer loyalty isn’t built in a day. It takes a long, dedicated series of thoughtful interactions, empathetic approaches and, above all, care—genuine care that customers can feel. 

Achieving this level of connection isn’t possible without a tool. With Plivo CX, an all-in-one AI-powered platform designed to streamline communication, you can boost engagement and drive customer satisfaction.

The platform offers advanced analytics to help you understand customer needs and satisfaction levels, enabling proactive and personalized interactions. With intelligent call routing, real-time monitoring, and automated workflows, Plivo CX ensures every touchpoint is seamless and efficient.

The key features include:

• OpenAI-powered chatbot:  Assist customers round the clock with personalized support

• Unified agent desktop: Manage all customer conversations across channels like voice, email, and sms from a single platform

• Real-time analytics: Gain immediate insights into customer interactions and agent performance

• Omnichannel routing: Seamlessly direct customer inquiries to the most appropriate agent across channels

• Seamless integrations: Connect with your existing tools, including CRM, ERP, helpdesk, home-grown systems, and more

‍Book a demo now to experience how Plivo CX can transform your operations.

There are 14 million eCommerce stores in the US alone fighting for consumer attention. Amidst this competition, according to a recent survey conducted by Bynder, the average marketing strategy requires approximately six touchpoints with consumers to make a sale—social media, online advertising, websites, newsletters, email marketing, and product catalogs. 

But how do you ensure consistent, impactful engagement without overwhelming your audience?

The answer lies in SMS drip campaigns. These strategically-timed text messages help you guide consumers through their journey, from discovery to decision-making, while building lasting relationships.

In this article, we explore the key components of SMS drip campaigns, share real-world examples, and provide actionable steps to create campaigns that maximize your ROI and revenue.

What is an SMS drip campaign? 

SMS drip campaigns are a series of pre-automated messages that are sent to your subscribers either at different intervals or in response to their actions. It is a popular marketing strategy to keep consumers engaged and boost sales. 

Here’s the revised section with benefits highlighted, examples included, and statistics with sources:

Key benefits of SMS drip campaigns

SMS drip campaigns offer several significant benefits that make them an essential part of modern marketing strategies:

1. High engagement rates: SMS messages boast an open rate of approximately 98%, with 95% of texts read and responded to within three minutes of delivery.
   
2. Improved conversion rates: The immediacy and high engagement of SMS contribute to higher conversion rates. For instance, e-commerce businesses such as REDCON1 have achieved a high ROAS through SMS marketing, with conversion rates ranging from 8% to 26% and low unsubscribe rates.
   
3. Cost-effectiveness: Automated SMS campaigns require 60% less human intervention compared to traditional marketing strategies, making them a cost-effective solution.
   
4. Enhanced customer experience: By delivering timely and relevant messages, SMS drip campaigns enhance customer satisfaction and loyalty. Studies show that 75% of customers appreciate receiving special offers via text messages. 

6 SMS drip campaign examples

Now, let’s focus on the most common use cases where you can plan an automated SMS drip campaign: 

1. Welcome series

A welcome series SMS drip campaign is a series of automated messages planned for either a new customer or a potential customer who just subscribed to your SMS list. This series aims to make them more familiar with your brand, bestseller products, and potential offers and convince them to make a purchase. 

With a well-crafted welcome series, you can make a positive first impression on your subscribers and set a base for how well they will engage with all future SMS campaigns. 

2. Abandoned cart 

Another use case where an automated SMS campaign makes sense is cart abandonment. Abandoned cart SMS drip campaigns are automated text messages sent to customers who added items to their shopping cart but did not complete the purchase. 

This campaign is critical because persuading an existing subscriber (who has expressed interest in your product) to make a purchase is easier than marketing to new consumers. 

 A common cart abandonment series can include any offer, low inventory alert, or a simple reminder. 

3. Customer feedback 

User-generated content is increasingly recognized as a pillar of modern marketing. It builds social proof and helps you build trust to generate more sales in the future. 

One of the simplest ways to collect user-generated content is by running automated feedback campaigns. 

Customer feedback SMS drip campaigns are automated text messages sent to users to provide feedback post-purchase. You can also offer any incentive to customers to give feedback. 

4 Cross-sell and Upsell 

Cross-selling and upselling are powerful strategies to increase customer lifetime value. The goal is to recommend related or higher-value products that complement their last purchase. 

You can define product bundles of SKUs that complement each other or identify bestsellers in a category. Whenever a user makes a purchase, they get these automated suggestions. 

The intent should be to make a relevant recommendation rather than being spammy.

5. Winback

Winback campaigns, also known as re-engagement or reactivation campaigns, are essential for long-term brand success. 

As part of winback SMS drip campaigns, you can send messages to customers who haven't purchased in a while. The message could be a coupon, an announcement about the latest collection, or more. The idea is to regain their interest and give them enough incentive to make a purchase. 

6. Loyalty program 

Loyalty programs are excellent for building long-term customer relationships. SMS is an excellent medium for running loyalty programs. 

As part of the loyalty SMS drip campaigns, you can send messages about the rewards points, birthday rewards, milestones rewards, or any other benefits. 

How to create an SMS drip campaign? 

Follow these steps to create effective SMS drip campaigns: 

1. Identify the type of campaign

To begin with, identify the type of campaigns you want to run. We have shared six types of most common SMS drip campaigns in this post for reference. Diversify your strategy to keep the subscribers engaged. 

2. Choose the triggers

Once you have finalized the type of campaign, define the required triggers.

3. Choose an SMS marketing platform

The next step is to choose an SMS marketing platform that will enable you to run these campaigns.

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

• Registering users sign up through forms
• Segmenting users based on demographics and website activity
• Providing workflows to automate SMS drip campaigns
• Giving automated reports on campaigns
• Providing excellent customer support for implementation

4. Create campaign messages

Once you have the base setup in place, it's time to create campaign messages. You can take advantage of built-in templates in SMS marketing platforms to get a good base to start with.

 Top SMS marketing platforms also offer AI-based copywriters that quickly create campaign messages based on some inputs (type of campaign, target audience, intent, etc.) Therefore, choosing an SMS platform with AI features also helps create fast campaigns. 

5. Set up the workflow

With clarity of triggers and messages, the only task left to get started is setting up the workflow. Set up triggers and respective messages in your SMS marketing automation platform. 

6. Measure and optimize

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

Run impressive SMS drip campaigns with Plivo CX

Plivo CX is an omnichannel customer engagement platform that serves as an excellent driver for your SMS drip campaigns. It offers a no-code journey feature. Users can simply drag and drop and set up SMS journeys without any coding.

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

✅Getting customers to opt-in

✅Segmenting subscribers for better targeting

✅Creating personalized content for campaigns with in-built templates and AI copywriter

✅Scheduling campaigns with AI assistance

✅Launching campaigns with ease

✅Building reports of campaigns

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

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

This means you can slash your SMS marketing cost by up to 70%!

Want to create SMS drip campaigns without any hassle? 

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

If you are running an ecommerce store, the stakes are sky-high. With so many options available, your customers expect nothing but the best from you. So, you must deliver a customized experience to retain and engage them.

However, challenges like inefficient inventory management, poor personalization, and slow customer service expose many ecommerce businesses to lost sales and decreased customer satisfaction. Traditional solutions often lack the speed and accuracy needed in today's fast-paced digital marketplace.

Integrating AI virtual assistants can effectively address these issues. They leverage several latest technologies, including natural language processing, machine learning, and predictive analytics. Therefore, they can analyze customer data from multiple touchpoints, offer personalized product recommendations, and even manage inventory. 

Also, by integrating AI virtual assistants, businesses can enhance customer experiences, streamline operations, and potentially boost revenue by 10-12% or more.

In this article, we’ll explore eight major AI use cases in ecommerce and how you can implement them to uplift the bottom-line ROI.

AI use cases in ecommerce

Forward-thinking brands are actively preparing for AI integration—38% are investing in AI technology, 30% are partnering with providers, and 29% are training staff on AI capabilities. Also, the latest data suggests that 63% of brands acknowledge AI’s influence in their content marketing, SEO strategies, and website functionalities. 

Let’s look at some major use cases where AI is being extensively used in ecommerce:

1.Hyper personalized product recommendations

How does it feel to open YouTube and immediately see shorts that appeal to your interests? Instant curiosity and satisfaction. That’s exactly what platforms like Netflix and Amazon use to drive engagement.

Netflix adopts an AI-powered recommendation engine to filter around 3000 video titles on its platforms and arrange them into over a thousand clusters based on a user’s preference, past watch history, and online behavior. This helps the platform show only movies that matter to its viewers—an approach vital to helping Netflix generate over $1 billion in revenue.

Amazon uses a similar approach to recommend products to customers. If products A and B are often purchased together, Amazon’s intelligent recommendation engine employs item-based filtering to upsell product B to a buyer who has recently purchased product A and vice versa.

Moreover, AI-based recommendations enhance personalization, and as we already suggested, 91% of consumers will likely shop from brands offering sleek, personalized customer experiences. 

To meet this expectation, integrate an AI-powered recommendation engine into your online store and use it to personalize product recommendations using item and customer data.

2.Chatbots for customer service

A Forbes Advisor study found that 61% of consumers are willing to pay a 5% premium for exceptional customer service. However, relying solely on your team to deliver excellent service can be inefficient and strain your resources.

Also, there’s much room for human errors, delayed support, and inappropriate support, which can put off your customers. Besides, the 2024 HubSpot report notes that 90% want you to respond to their queries as early as 10 minutes—a fit nearly impossible without AI.

Using AI-powered chatbots to handle most routine requests frees up your support team and helps them focus on core customer queries. These bots act as virtual assistants capable of interacting in a human-like manner with customers, providing valuable recommendations and resources, scheduling callbacks, and escalating issues to appropriate agents—all significantly faster than human representatives.

As an omnichannel customer service platform with several AI-powered features, Plivo CX offers an OpenAI-powered self-service chatbot. It is capable of continuous learning in order to provide accurate responses to queries and take the pressure off your team. You can also train it according to your company’s custom dataset and guidelines to guard against misinformation or inconsistent messaging.

3.Dynamic pricing tools

Your pricing strategy is as important as the product itself. If you overprice, customers will switch to competitors, and if you underprice, your ROI will drop. Additionally, static pricing often fails to respond to market demand, competition, and customer behavior, limiting revenue opportunities.

AI solves this problem through dynamic pricing, which automates real-time product pricing based on current market factors, demand, supply, consumer data, stock availability, production costs, and profit margin. 

AI-driven dynamic pricing tools also help you monitor your competitors’ cost labels. Let’s say one of your competitors is offering a discount for a product you also sell. 

AI can immediately detect this discount and competitively modify your price to retain customers. This responsive pricing strategy, driven by AI and real-time data, balances profitability and customer satisfaction.

Uber employs this strategy to modify ride prices during changes in demand, time, and weather variability. 

To do the same, train your AI tool to recognize specific triggers, such as market demand, for the adjustments. While adjusting prices, you should be mindful of your bottom line. It’s always better to avoid sacrificing profitability for lower prices.

4.Customer segmentation tools

According to Campaign Monitor, segmented campaigns result in a whopping 760% revenue increase. 

While you can manually segment your customer base if it is just a few hundred, it’s a different ballgame for ecommerce businesses with thousands of buyers or a bulky audience. The process is often error-prone, time-consuming, and demands hefty human resources.

In this case, you can use AI-powered segmentation tools to do the heavy lifting. These tools can handle more data, analyze them in minutes, and section them into categories based on demographics, purchasing behavior, location, interests, or other relevant criteria. 

Moreover, they can eliminate preconceived biases, such as the idea that pink dresses are for young females and blue dresses for older ladies.

This integration, in turn, enables you to deliver hyper-personalized shopping experiences, from tailored emails and consumer-centric product recommendations to dynamic pricing and targeted promotions, ultimately enhancing customer satisfaction and boosting conversions.

5.Fake review detection

Online reviews add credibility to ecommerce businesses and help convince shoppers in their final purchase stages. At least 93% of shoppers read online reviews before making a purchase, and over 31% say they will spend more with brands that have positive reviews. 

Yes, bad reviews can damage your reputation, and not everyone cares enough to check if they’re fake or real.

To tackle this, AI algorithms analyze the troves of reviews on your ecommerce site based on intent, patterns, customer data, writing format, and real-time data to label fraud-like feedback.

Google applied the same approach to remove 170 million fake reviews in 2023.

6.Fraud detection and prevention

Sopho’s The State of Ransomware in Retail 2024 report shows that 69% of retail businesses were hit by ransomware in 2023. These attacks, from the usual ransom-style to card skimming and disruption of critical operations during cyber sales, continue to pose financial risks to ecommerce businesses.

However, AI can help identify such threats ahead of time by accurately analyzing network traffic for unusual patterns, tracing vulnerabilities, and spotting malicious activities in real time. This is useful for predicting potential threats, isolating affected systems, and automating responses.

AI-powered detection tools analyze transaction patterns to detect high-value purchases or repeated failed login attempts and flag suspicious behavior. For instance, if a customer’s spending suddenly spikes 10x compared to months of steady purchases. This could indicate an account breach and require immediate intervention.

A perfect case study is Mastercard, which has been able to reduce false positives in detecting payment fraud by about 200% and identify merchants affected faster by 300%. 

The payment service uses AI to scan millions of transactions at once, detect possibly fraudulent processes, halt any transfer in or out, and alert concerned banks. 

These smart programs can also assign risk scores to actions based on data like IP addresses, geolocation, payment methods, and customer behavior. 

For instance, if the system detects someone is reusing promo codes and discounts through dynamic proxies, a high-risk score is assigned, and the account is blocked.

7.Voice search optimization

In 2024, over 56% of smartphone and 28% of laptop users leverage voice search to find information and brands. Studies also expect the number of voice search users in the US to reach 157 million by 2026, highlighting its growing consumer adoption. 

With more people resorting to voice search over text search, AI can help streamline your customer experience by allowing them to place orders with voice commands, check inventory, or search for a product without moving a finger.

8.Visual search

Let’s say you took a picture with your friend dressed in a strawberry-colored, striped dress sometime last year, and now you want to get the same style. But you can’t find the right word to describe and search for it despite knowing how the dress looks. 

Visual search comes to the rescue here—simply upload the image.

Amazon introduced StyleSnap, an AI-powered visual search feature that lets users shop with the product images they have. This is also similar to Pinterest’s Lens functionality, which utilizes image recognition and analyzes its billions of datasets to provide relevant pictures in return.

You can also implement the same approach to boost your customers' search experience by placing a camera feature near your text search icon. Achieving visual search is also possible through chatbots.

Implement AI in your ecommerce business with Plivo CX

As an AI-driven, cloud-based customer service platform that lets you connect with customers in their preferred channels, Plivo CX comes with an OpenAI-powered chatbot. 

Our AI bot is trained to make smart decisions that align perfectly with your ecommerce policies. It can quickly and accurately resolve customer complaints and even escalate complex issues to human agents with detailed notes and data when needed.

This means faster resolutions, happier customers, and a more efficient team.

But that's not all! Our AI bot can also handle everyday tasks like processing refunds, tracking orders, modifying delivery addresses, and managing exchanges.

Here are some other powerful features Plivo CX offers:

• Unified communication: Manage all customer conversations across channels like email, voice, SMS, WhatsApp, and live chat from a single, intuitive dashboard.
• Effortless workflow design: Visually build custom workflows and automation with a drag-and-drop interface, no coding required.
• Seamless integrations: Connect Plivo CX with your existing tools, including CRM, ERP, helpdesk, and homegrown systems.
• Data-driven optimization: Track real-time analytics and generate custom reports to gain insights into customer interactions and agent performance.
• AI-enhanced efficiency: Prioritize urgent tickets, ensure brand consistency, 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 and barge-in for agent coaching, customizable IVR, multi-language support, and robust security features.

To learn more, book a demo now!

SMS blasts are an effective way to engage regularly with customers and drive sales. While sending personalized campaigns is crucial, text blasts give you a quicker way to send mass updates to customers or run any promotions.

SMS blasts are best for:

• Sales, promotions, and coupon distribution
• Launches and announcements
• Event notifications
• Polls and surveys
• Alerts and notifications.

In this post, we will see how you can run an effective SMS blast campaign for your eCommerce business.

1. Create a qualified SMS subscriber list

The first step to planning any SMS campaign is getting users signed up to your SMS list.

The top strategies to get users to opt-in for SMS marketing are:

1.Sign-up form: Create a website pop-up form for subscriptions.

2.Order page: Encourage customers to opt in while placing an order.

3.Social media: Promote the exclusive perks of your SMS list on social media.

4.Discounts and coupons: Offer exclusive discounts or coupons to incentivize sign-ups.

5.Early bird access: Offer early access to new products or sales to SMS subscribers.

6.Contests and giveaways: Run exclusive contests for SMS subscribers.

7.Email Footers: Add a sign-up link to your email footers. It could be your regular newsletters or order delivery emails. 

2. Segment audience

While SMS blasts are, particularly mass marketing, you can still make them a bit more personalized by segmenting your subscribers. 

Segment your SMS list based on the following factors:

• Age
• Gender
• Location
• User activity
• Purchase history
• User lifecycle, such as new users or repeat users.

This segmentation will help you send more relevant and targeted messages to subscribers.

Tip: Use an SMS marketing automation platform like Plivo CX for a simplified segmentation process. It imports subscriber data from the Shopify store and opt-in forms on your website (coming soon).

Further, it automatically divides subscribers into segments based on key attributes, such as demographics, browsing activity, online behavior, etc. 

3. Craft campaigns

The next step is to create the campaign content. Some tips for writing effective campaign messages are:

1. Keep it short: The ideal length for an SMS message is 160 characters. Target this length so the message can be delivered in a single SMS.

2. Follow trends: Take advantage of holidays/festivals and use that as a theme for content.

3. Adopt user-generated content: Share any positive customer experiences to build trust.

4. Build a sense of urgency: Create a sense of urgency by adding countdown timers.

5. Add strong visuals: Add eye-catching images and videos that grab attention and explain your campaigns quickly.

6. Use action-provoking verbs: Use words that encourage action from subscribers, such as 'Shop,' 'Sign-up,' etc.

7. Add a clear call-to-action: Keep it clear on what action you are expecting from the subscribers.

8. Add shortened URLs: Add shortened URLs to stay within the character limit.

9. Test and optimize: Test different messages to find what works best for your brand.

Tip: Use a marketing automation platform with built-in templates for different campaigns to get a starting point for various campaigns. Also, look for an in-built AI copywriting engine to generate fast, highly-tailored copy for your campaigns.  

4. Optimize time and frequency

The next most important step for an effective SMS blast strategy is to find the appropriate timing. Firstly, as per the Telephone Consumer Protection Act, you are not supposed to send SMS before 8 AM or after 9 PM. But beyond this, you still have to find out when your subscribers are most active. You can do this by analyzing past campaigns to find optimal timing.

Tip: Instead of analyzing data manually, use a marketing automation platform with AI capabilities. AI can make this process easier by analyzing historical data, spotting trends, and suggesting optimal message timing for your campaigns.

5. Diversify text blasting strategy

Another important best practice for a successful text blasting strategy is to diversify your campaigns to keep the subscribers hooked. Surprise them with different types of campaigns, such as:

• Flash sales
• Limited-time offers
• Holiday promotions
• Early product launches
• Loyalty programs.

6. Measure results

Keep analyzing campaigns to find what's working and double down on it. Testing different variations of campaigns on a smaller budget also helps. Pull reports to identify what is giving good results and optimize your SMS marketing budget. 

 Tip: Simplify your reporting process by using a marketing automation platform that automatically tracks important metrics such as open rate, click rate, converted rate, and revenue. 

7. Comply with legal regulations

Lastly, always comply with government regulations, such as TCPA and GDPR, to avoid legal penalties. Some best practices to stay compliant are:

1. Get a customer opt-in: Get explicit opt-in from customers before then sending them messages and getting flagged as spam.

2. Add option to opt-out: Add an opt-out option at the end of every message to make it easy to unsubscribe.

3. Send a message at appropriate timing: Stick to the timing suggested by TCPA and send messages only between 8 AM and 9 PM.

4. Save subscriber data diligently: Follow the local data protection standards and save data compliantly.

Tip: Choose a reputable SMS provider that complies with all the relevant regulations.

Run effective campaigns with Plivo CX

Plivo CX is a robust SMS marketing platform that can triple your revenue. You get all the key features required to run effective SMS blast campaigns:

✅Getting customers to opt in

✅Segmenting subscribers

✅Crafting campaigns with in-built templates and AI copywriter

✅Scheduling campaigns with AI assistance

✅Launching campaigns with ease

✅Building reports of campaigns

Apart from all these features, Plivo CX also complies with all industry and government regulations. Plus, Plivo’s premium carrier network enables you to send messages to over 220 countries/territories with higher deliverability and for as little as $0.0065.

Ready to boost revenue with SMS blasts? Schedule a demo today to explore the powerful features and capabilities of Plivo CX.

Frequently Asked Questions (FAQs)

1. What is an SMS blast?

An SMS blast, or text blast, is a mass text message sent to a large group of consumers. It's a quick and efficient way to reach a wide audience with a specific message. Common SMS blasts are flash sales, announcements, surveys, etc.  

2. Is SMS text blasting legal?

Yes, SMS blasting is legal, but you must stay compliant with government regulations. TCPA is a regulation in the US for SMS marketing that suggests getting explicit opt-in from subscribers before sending messages and not messaging before 8 AM and after 9 PM. Apart from TCPA, different countries also have their data protection regulations.

3. How much does text blasting cost?

The cost of text blasting depends on your provider. By using a premium provider like Plivo CX, you can send text message blasts for as little as $0.0065 per SMS.

With almost 3 billion users worldwide, WhatsApp has established itself as a dependable platform for businesses to connect with their customers. Its ease of use, widespread accessibility, and real-time messaging capabilities make it a go-to choice for handling customer queries, providing updates, and resolving issues quickly.

Pairing this functionality with automation takes things even further.

A chatbot transforms WhatsApp into a customer service super-tool. These bots provide personalized, real-time assistance, tackling everything from FAQs to appointment bookings.

Want to take your customer support to the next level in record time? Stick around—we’ll show you how to make a WhatsApp bot in just five minutes.

Prerequisites for creating a WhatsApp chatbot

You must have the two essential prerequisites below to get started with a WhatsApp chatbot.

1. WhatsApp Business account

When integrated with a business account, the WhatsApp chatbot gets all the essential features to manage customer interactions, enhancing overall credibility. All you have to do is:

• Download the WhatsApp Business app
• Complete the setup by verifying your phone number
• Provide accurate business details

Also Read: How to Create a WhatsApp Business Account in 5 Minutes

2. WhatsApp Business API

WhatsApp AI chatbots operate via the WhatsApp Business API to effectively connect and communicate with your customers.

So, once you have a WhatsApp Business account, you need to set up the WhatsApp Business API. The API ensures that your WhatsApp chatbot can respond to common queries and deliver quick and effective customer interactions.

The API supports customer relationship management (CRM) integrations and allows the bot to access customer data (on approval) for personalized communication. You can use the API to incorporate advanced features like timely notifications, promotional messaging, and seamless 24/7 availability for global customer engagement.

One of the standout features of the WhatsApp Business API is its ability to keep your chatbot active on WhatsApp around the clock, supporting your customers' different time zones.

WhatsApp chatbots' use cases extend beyond customer service. It can be leveraged for lead generation, appointment scheduling, and more.

Plivo simplifies the process of how to create and optimize your WhatsApp chatbot by offering:

• Easy WhatsApp Business Accounts (WABA) onboarding
• Support for WhatsApp green tick verification applications
• Tools to create WhatsApp message templates

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Step-by-step guide: How to make a WhatsApp bot

Now that you’ve checked off the prerequisites, let’s dive into the process with four easy steps.

Step #1: Sign up for a chatbot builder

Selecting the right chatbot builder is essential to build a WhatsApp bot efficiently.

Platforms like Wotnot, Landbot.io, and Flow XO offer tools tailored to various business needs to help you design WhatsApp chatbots. Here’s a list of recommended chatbot platforms to consider.

To simplify the process, opt for a no-code chatbot builder. This allows you to design a bot without technical expertise or programming skills, making it accessible to anyone.

Plivo provides a no-code WhatsApp AI chatbot that uses ChatGPT to handle customer service automation. This solution helps businesses deliver instant, AI-driven responses to customer inquiries while eliminating the need for technical expertise.

You can use Plivo’s AI-Powered Chatbot for WhatsApp to set up a chatbot that aligns with your business and improves customer engagement.

Now, let’s explore how to create a WhatsApp bot using Plivo. Make sure to sign up first.

Step #2: Design the flow for your WhatsApp bot

With Plivo’s Customer Service Suite (CX), configuring the flow of the WhatsApp chatbot is simple and sleek. This step helps you customize the bot’s functions to meet specific business requirements.

Design a well-structured flow to create a WhatsApp bot that handles inquiries, schedules appointments, or generates leads. All you have to do is:

• Start by adding a main menu to offer clear navigation options.
• Add reply buttons and button lists for simplified customer responses.
• Use Plivo’s advanced auto-reply feature for a personalized experience tailored to the user's needs.

Plivo CX’s no-code tool makes it easy to design your chatbot with just a drag-and-drop component.

For example, Plivo’s Send WhatsApp and Await Reply components enable you to create branching flows that define each step of the WhatsApp conversation.

Step #3: Connect your WhatsApp Business API

As you’ve read, WhatsApp chatbots are powerful tools for scaling communication. However, to enable its full potential, you need to connect it with the WhatsApp Business API.

Unlike the standard WhatsApp Business app, the API can handle high messaging volumes; companies can build their WhatsApp chatbots to align with business needs.

With Plivo, getting access to the API is simple. Use the integrated signup system to verify your numbers quickly and start sending messages without delay. When paired with the WhatsApp Business API, your chatbot becomes scalable, responsive, and effortless to manage and meet the growing demands of customer engagement.

Learn more about getting started with WhatsApp API.

Step #4: Go live with your WhatsApp chatbot

After creating a WhatsApp bot flow and gaining access to the WhatsApp Business API, it’s time to let your WhatsApp bot go live.

In this final step, you’ll connect the WhatsApp Business API (Step #3) with the chatbot you built in the second step. The WhatsApp chatbot is now ready to be configured and tested. Once everything is set up, simply hit ‘Deploy’. The bot will go live, engaging with your customers directly in the app and providing seamless customer support.

Why use a Whatsapp chatbot for your business?

With a WhatsApp bot, you can resolve up to 90% of customer queries using AI, offering fast, scalable, and cost-efficient solutions for your business. Consider the following three scenarios that illustrate its use cases:

Scenario 1: Fast-growing businesses

What happens when your business grows faster than your support team can manage? Your customer inquiries pile up, and you need a solution that scales along effortlessly. Without it, you risk:

• Long wait times for your customers.
• Overwhelmed support agents.
• Inconsistent service quality.
• High costs of hiring and training.
• Low customer satisfaction scores (CSAT).

Here, a WhatsApp chatbot acts like an expert team member without the time or expense of training a team member. AI-powered WhatsApp chatbots handle 95% of routine support tickets, provide 24/7 customer support, and reduce operational costs.

Scenario 2: Small businesses with limited personnel

As a small business owner, you’re wearing many hats—customer support is one of them. The result? No dedicated support team, lost sales opportunities, inconsistent response times, and limited availability for customer needs.

A WhatsApp bot is like hiring a professional support team at a fraction of the cost.

With WhatsApp chatbots, you can focus on growing your business while offering excellent service through your chatbot. AI automation allows you to manage multiple channels, such as chat, email, and WhatsApp, without increasing headcount. Your AI chatbot works tirelessly, delivering efficient, professional support around the clock.

Scenario 3: Established businesses with seasonal peaks

For businesses that experience seasonal fluctuations, support challenges include:

• Understaffed teams during peak seasons.
• Overspending on staff during slow periods.
• Low support quality from temporary hires.
• High error rates, damaging company reputation.

AI-powered WhatsApp bots effortlessly handle spikes in demand without the need for seasonal hires. Deploying the WhatsApp chatbot ensures consistent support quality throughout the year, reduces costs associated with seasonal staffing, and delivers reliable service regardless of the season.

Plus, with automation, you can be assured that your customers receive timely, accurate responses without overburdening your team.

Use Plivo’s ChatGPT-powered no-code WhatsApp chatbot

Fortunately, with Plivo, you don’t need to build your chatbot from scratch.

Plivo CX comes with an AI-powered WhatsApp chatbot builder that allows you to automate tasks and facilitate customer interactions, improve lead engagement, and deliver personalized user experiences — all while stepping into modern sales processes.

This solution easily connects with your business tools, making WhatsApp bots a powerful addition to your sales toolkit. Here’s what it offers:

• Omnichannel support: Deliver seamless customer service across multiple channels from a single dashboard for easy management.
• Quick integrations: Connect Plivo CX with your existing tools to gain a unified view of the customer journey and comprehensive data insights.
• Automated workflows: Design personalized customer journeys on WhatsApp and other platforms with a visual workflow builder.
• Real-time analytics: Track and analyze customer interactions to improve the WhatsApp bot’s performance over time.
• Agent coaching tools: Enhance customer support with features like call recording, barge, and whisper, ensuring your bot provides the best experience.

Ready to set up your chatbot? Book a demo for Plivo CX today and see how the WhatsApp chatbot can fulfill your customer support needs.

More than 50% of customer service agents face burnout due to overwhelming queries. This leads to reduced service quality and customer dissatisfaction. 

These days, customer service is paramount to the success of a business. In fact, 32% of customers will walk away after just back interaction.

The solution? Smart IVR. This AI-powered tool handles routine queries so you only divert important or complex queries to your agents, saving them burnout.

The best part? It works 24/7 to solve customer queries so it’s no surprise that 70% of service organizations already use intelligent service assistants.

In this blog, we’ll explore what Smart IVR is and how you can build smart IVR with Plivo to elevate your customer support. 

Let’s dive in.

What is Smart IVR?

Smart IVR (Interactive Voice Response) is an advanced customer support technology that uses artificial intelligence (AI), contextual awareness, and data-driven insights to deliver a more intuitive and personalized caller experience. 

Unlike traditional IVR systems, smart IVR goes above and beyond rigid menus and predefined options and adapts to the unique needs of each caller. This approach makes customer interactions faster and more efficient. 

Here’s how smart, AI-powered IVR compares with traditional IVR:

How does smart IVR work?

Smart IVR runs on advanced technology such as AI-powered voice agents and audio streaming to understand human output and deliver seamless conversations over various channels.

Here’s how it works:

1. AI-powered functionality: Smart IVR, when combined with voice agents uses natural language processing (NLP) and machine learning to understand spoken or typed inputs. This allows users to interact in conversational language rather than pressing buttons.

2. Contextual awareness: AI-powered IVR tracks the history of previous interactions, to pick up any conversation where the customer left it to avoid unnecessary repetition.
3. Data-driven operations: Smart IVR integrates with customer relationship management (CRM) systems and databases, to provide relevant, real-time information during the interaction.
4. Personalized call flow: By analyzing caller data and preferences, the system dynamically adjusts the call routing and response pathways, creating a tailored experience for every customer.

Benefits of Smart IVR

Now that you know what Smart IVR is, let’s dive into its key benefits for your business. On top saving time for your customer service agents, it can help you with a lot more:

Personalized and intuitive conversations

By integrating customer data or using IVR scripts, Smart IVR systems tailor interactions based on individual histories and preferences. 

24/7 customer service availability

Smart IVR systems provide round-the-clock support, so your customers can resolve their queries, regardless of time zones or business hours. This continuous availability enhances customer satisfaction as they always get timely responses to inquiries.

Reduced operating costs

Automating routine inquiries through Smart IVR systems decreases the need for live agents, leading to significant cost savings. Handling simple tasks like order confirmations or account balance inquiries via IVR reduces the overall number of support tickets and operational expenses.

With Plivo’s audio streaming features, you can build a smart IVR starting as low as $0.003 per minute - 40% lower than competitors. 

Enhanced customer insights

Smart IVR systems collect valuable data from customer interactions and provide insights into common inquiries and areas for improvement. You can use this information to improve service protocols, and address emerging customer demands.

Improved customer satisfaction

Smart IVR systems effectively address customer issues and lets them enjoy self-service for surface level queries. You can optimize your IVR for self service resolved quickly without the need for multiple interactions.

Using Voice Agents to Build AI Powered IVR Solutions

Unlike traditional IVRs that rely on static menus and human intervention, AI-powered voice agents introduce intelligence, efficiency, and adaptability to the IVR experience.

Here’s why you need to integrate your voice agents for your IVR systems:

Scalability without the overhead costs

As businesses grow, the demand for customer support increases. With human agents, this growth requires hiring and training additional staff, leading to higher costs and operational complexity.

AI voice agents handle customer queries 24/7 without requiring additional human resources. They can instantly scale to accommodate a surge in call volumes, making them a cost-effective solution for growing businesses.

For example, during seasonal sales or peak times, voice agents can manage thousands of simultaneous calls without delays, ensuring customers get instant responses.

Less training, more customer service 

Training human agents is time-consuming and can involve a significant learning curve. Human performance also varies due to fatigue or lack of knowledge about complex scenarios.

AI voice agents don’t require traditional training. They leverage machine learning models that can quickly process past customer interactions and data to provide context-based resolutions. Updates or improvements can be implemented instantly across all interactions, ensuring consistent service quality.

For example, if a new product is launched, AI agents can be updated instantly with FAQs or key information, unlike human agents who may take days or weeks to fully adapt.

Plivo, a voice API platform can help you supercharge your voice agents and build smart IVR for customer service. Here’s how Plivo does it:

1. Capturing Input: Plivo captures the customer’s audio input (e.g., spoken queries or commands).
2. AI Bot Processing: This audio input is transmitted to the business’s own AI bot, where advanced algorithms analyze and process the request.
3. Generating AI Responses: The AI bot generates an intelligent, context-aware response.
4. Delivering Output: Plivo transmits the AI’s response back to the customer in real-time.

How Smart IVR Improves Customer Support for Your Business?

Enhancing traditional IVR systems with AI and audio streaming can create more intuitive and efficient customer interactions.

For example, instead of navigating through multiple layers of options by pressing keys (e.g., "Press 1 for refunds"), users can simply state their query (e.g., "I want to talk about a refund"), and the system understands and routes the call appropriately. This makes the interaction more natural and reduces customer frustration.

Here’s why you need smart IVR for customer service:

Proactive customer engagement

Smart IVR can automate reminders for medical appointments, service visits, or delivery schedules. It can send real-time updates about account activity, payment deadlines, or service outages. It can also collect customer feedback immediately after interactions to gauge satisfaction.

Dynamic call routing

Direct callers to the most appropriate agent based on their query type or customer profile. Or, transfer calls to agents with complete context, including caller history and ongoing concerns, ensuring seamless service.

Real-time call analysis

Analyzing live calls to extract actionable insights such as customer sentiment, intent, or key entities mentioned.

For example, during a customer service call, Smart IVR performs real-time transcription and records keywords like "refund," "complaint," or "order status" are recognized. The system can then provide live prompts or assistance to the agent or automate responses.

Real-time transcription

Smart IVR transcribes conversations so you can use the text to update customer records or assist agents with relevant information.

Speech recognition

Smart IVR systems can understand and process spoken language by converting it into text. This allows the system to interpret what the caller is saying and respond appropriately without requiring them to press buttons.

For example, if a customer says, "I want to check my account balance," the speech recognition technology converts their words into text. The Smart IVR then processes the request and provides the relevant information automatically. This makes interactions faster, more natural, and user-friendly, enhancing the overall customer experience.

Automation of voice channel operations

AI powered IVR can automate functions traditionally performed by human agents, such as answering routine queries, recording information, and providing real-time assistance.

Data collection and analytics

Smart IVR can collect data during IVR interactions to analyze customer preferences and behavior. You can also measure the effectiveness of customer support through call resolution times, customer satisfaction, and IVR usage rates.

Enhance the functionality of Your IVR with Plivo-Powered Voice Agents

IVRs already manage twice the volume of customer interactions compared to live agents. 

You can double down on these benefits by transforming traditional IVRs into smart IVRs using Plivo-powered AI voice agents. 

Plivo helps you launch AI-powered voice agents that can interact with customers and solve most of their queries without human intervention.

There are two ways launch a voice bot with Plivo:

Using Speech-to-text and Text-to-speech integration

Get started in 3 easy steps:

• Sign up for Plivo to purchase a number through the Voice API or Plivo console.
• Once you have your number, link it to an application equipped to accept voice calls, transcribe speech, and forward this text to your WebHook.
• You can plug in Plivo's Voice API with any LLM model, like ChatGPT, to launch your bot

Using OpenAI's real-time API for live customer interaction

Launch AI voice agents and voice agents with Plivo using just a few lines of code!

• Log in to your OpenAI Account: Secure your API key and RealTime API access.
• Log in to your Plivo Account: Sign up and get a voice-enabled number.

Launch Plivo-Powered Voice Agents to Build a Smart IVR for Your Business

Now you know, it’s that easy to integrate with Plivo to launch your voice agents. Plivo-powered AI voice agents can handle more complex customer queries 24/7 as we promise:

• Superior voice infrastructure: to deliver get crisp call quality across 220+ countries 
• Low latency: Our PoPs are located in seven locations (California, Virginia, Frankfurt, Mumbai, Singapore, Sydney, São Paulo) across five continents. 
• High availability and uptime: With a redundant infrastructure across multiple geographies and at least three local carrier connections across countries, Zentrunk promises 99.99% uptime
• Full redundancy: Redundant links reroute traffic over backup networks in less than two seconds in case of backbone failover

With Plivo and OpenAI’s RealTime API, you can create voice agents that don’t only talk but empathize and engage with your customers. 

‍Request a trial to Plivo today to get started.

Ever wondered how companies get your phone number to send you text messages?

The answer lies in SMS opt-ins. It helps in building a direct communication channel with customers, allowing businesses to send targeted marketing messages.

According to Forbes, SMS has a 98% open rate—3.7x higher than email (26.8%). Also, 90% of people reply within 30 minutes, making it perfect for urgent messages.

However, it's crucial to know the importance of obtaining consent with laws such as GDPR, TCPA, etc., before sending messages. Consent is required to comply with legal regulations. Ignoring these regulations can lead to severe consequences.

However, obtaining consent demands a thorough compliance with privacy-focused laws such as GDPR and TCPA (Telephone Consumer Protection Act) before sending messages.

Companies that don't follow these laws can face serious consequences. For example, in 2021, Amazon was fined a whopping €746 million (about $888 million) for violating GDPR rules in Europe. 

In this article, let’s explore SMS opt-ins are and find out some real-world SMS opt-in message examples.

What is an opt-in text message?

An opt-in text message is a permission-based SMS campaign where subscribers explicitly consent to receive marketing messages from a business. This process involves more than just collecting phone numbers; it's about establishing a clear agreement between the company and the customer.

Key types of SMS opt-in procedures

Typically, customers agree to receive opt-in SMS by texting a keyword, giving the business permission to send them messages. The three primary types of SMS opt-in procedures are as follows:

1.Single opt-in

A single opt-in is the simplest process where a recipient gives their consent in one step without any confirmation.

Example:

2.Double opt-in

Double opt-in involves an extra layer of verification. After the initial consent, the recipient receives a confirmation message (e.g., “Reply YES to confirm”). This ensures the number belongs to someone genuinely interested.

Example: 

3.Soft opt-in 

The "soft opt-in" rule lets businesses send marketing messages to customers who've bought from them before, without needing explicit permission each time. Any company selling directly to consumers can use it, as long as they're promoting similar products or services. This is especially handy for businesses with repeat customers, like retail shops or subscription services.

But there are some important rules to follow. The customer's details must have been collected during a sale or negotiation, and they must be given an easy way to opt out in every message. It doesn't work for charities, political groups, or new contacts from bought lists.

Misusing this rule can lead to hefty fines, as Papa John's found out when they were hit with a £10,000 penalty.

Example: "Thank you for your recent purchase! Don’t miss our latest offers: [link]. Reply STOP to opt out."

Additional types of SMS opt-in processes 

Prospects can consent to receive text messages from your business in the following five ways as well:

1.Verbal consent

The individuals can verbally consent to receive SMS messages over the phone or in person. Businesses must document this consent and a summary of the conversation.

2.Website form opt-in

Customers can provide consent by filling out a form on your website. This can be a dedicated opt-in form or a form embedded in other website content.

3.Paper form opt-in

Customers can consent by completing a physical form in-store. The form should clearly state that the customer is opting in to receive SMS messages and an explicit opt-in message.

4.Text-to-join

Your contacts can initiate the opt-in process by texting a keyword or specific phrase to your business's designated number. 

5.QR code opt-in

Customers subscribe by scanning a QR code, which prompts them to enter their phone number to opt in. This code can be on posters, product packaging, or your website.

SMS regulations and compliance: An outline

Please note that SMS regulations and compliance requirements can vary by country and jurisdiction. It's essential to consult with legal counsel to ensure full compliance This information is provided for general knowledge only and does not constitute legal advice.

In 2024, IBM notes that the global average cost of a data breach hit $4.88 million, a 10% rise from the previous year. This shows the growing financial impact of cybersecurity incidents worldwide.​

Complying with SMS regulations

To ensure compliance with SMS regulations, it's necessary to adhere to specific guidelines. Here are some key points to remember:

• Explicit consent: As noted before, obtain clear consent from customers before sending promotional or marketing text messages.
• Clear opt-out instructions: Provide easy-to-follow instructions for customers to opt out of receiving messages. This can typically be done by texting a specific keyword like "STOP."
• Frequency: Be mindful of the frequency and timing of your messages. Aim to send about 4-5 texts per month to start, and don't go over 10-15 unless you want customers hitting that unsubscribe button. 
• Timing: Here, Adhere to the Telephone Consumer Protection Act (TCPA) regulations—no texts before 8 AM or after 9 PM in the recipient's time zone. Mid-afternoon usually works best, but avoid Mondays and rush hours. The sweet spot is between 10 AM and 8 PM.
• Carrier compliance: Adhere to carrier-specific guidelines and regulations.

Compliance measures regarding promotional and transactional messages

When sending SMS messages, it’s important to distinguish between promotional and transactional messages. They both serve different purposes and are subject to varying compliance regulations from one country to another. Here’s how:

1.Promotional messages

These messages are designed to enable customer engagement, such as making a purchase or taking advantage of a special offer. Promotional messages generally include texts about discounts, flash sales, and exclusive promotions. 

Marketing SMS faces stricter rules that vary by country, including the US and UK. For instance:

• U.S
  • The Telephone Consumer Protection Act (TCPA) requires explicit opt-in consent before sending promotional SMS.
  • Messages cannot be sent before 8 AM or after 9 PM in the recipient's local time.
• UK
  • The Privacy and Electronic Communications Regulations (PECR) mandates businesses to obtain prior consent for promotional texts.

2.Transactional messages

Transactional messages provide essential information and are subject to fewer regulations. Common examples include order confirmations, password resets, and two-factor authentication codes.

• U.S
  • TCPA rules allow transactional messages without explicit opt-in, provided the recipient’s number was collected as part of the transaction.
• UK
  • PECR allows transactional messages without prior consent, provided they are necessary for fulfilling a contract or providing a requested service.
    

SMS marketing compliance varies by country, with regions like Canada, Australia, and the EU enforcing strict privacy rules. Businesses should also understand local regulations, like CASL in Canada or GDPR in the EU, to ensure global compliance.

SMS opt-in message examples

Here are some practical SMS opt-in message examples used by brands in different business scenarios:

SMS marketing

Popup website form 

A popup appears on the website encouraging users to subscribe to SMS updates in exchange for a discount or perk. 

SMS keyword promotion

Customers can opt-in by texting a specific keyword to a shortcode.

Website form fill 

Users fill out a dedicated form on your website to subscribe to SMS marketing.

Footer form fill

A small form in the footer of the website invites visitors to sign up for SMS updates.

Checkbox form

A simple checkbox added to forms, such as during checkout or account registration, lets users opt-in to receive SMS messages. 

Mobile QR code

Customers scan a QR code with their smartphones, leading them to a page where they can subscribe to SMS updates.

Customer support

Paper form

Customers fill out a physical SMS opt-in form in-store or at an event to opt in for SMS support or updates.

Example:

"Sign up for SMS notifications! Fill out this form to receive support updates and service alerts. Msg & data rates may apply."

Website checkbox opt-in

An optional checkbox on a contact or checkout form lets customers consent to SMS notifications.

Text opt-in

Customers initiate the text message opt-in by texting a keyword to a shortcode.

SMS keyword campaign 

Customers opt-in by texting a specific keyword to a shortcode to receive promotions, support updates, or special offers. 

Verbal opt-in confirmation 

Customers verbally confirm their agreement to receive SMS updates, often during a phone call or in-store interaction. 

Example:

"By saying 'Yes,' you agree to receive SMS updates regarding your support requests. Msg & data rates may apply. You can opt out anytime by replying STOP."

Sales

Online demo request form

Customers opting in to learn more about your product can do so via a demo request form with an SMS opt-in checkbox. This matches the style of the previously displayed checkbox form.

Example:

"✔ Yes, I’d like to receive SMS reminders and updates about my product demo. Msg & data rates may apply."

Contact us form

 A checkbox on the contact form allows customers to subscribe to SMS sales notifications. This is similar to that of the checkbox form image shown earlier.

Example:

"✔ I agree to receive SMS updates about promotions and sales inquiries. Msg & data rates may apply."

Verbal opt-in 

Sales reps ask customers for verbal consent to receive SMS updates during a phone call or meeting.

Example:

"Would you like to receive SMS updates about our latest deals? By opting in, you agree to our terms. Msg & data rates may apply."

Via text 

Customers text a keyword to opt in for sales offers or product information.

Physical form

Customers provide their phone numbers and consent on a physical form at a sales event or store. 

Example:

"Sign up for SMS notifications! Provide your phone number below to get updates on our latest offers. Msg & data rates may apply."

Make your SMS opt-in campaigns more impactful with Plivo CX

Launching an effective SMS opt-in campaign can be streamlined with a suitable tool in place. With Plivo CX, you can simplify SMS opt-in, manage compliance, and deliver impactful messages, and more. 

Here are some features you can try:

• Personalization and automation: Utilize Plivo CX's AI-driven customer engagement platform to craft personalized welcome messages. The platform's Copywriter AI can generate highly customized content based on your campaign objectives, brand voice, and message length.
  
  
• Timing and frequency: The tool also lets you schedule messages at optimal times across time zones for the maximum impact. You can also maintain thorough compliance with regulations.
  
  
• Segmentation and targeting: Use the Audiences feature to segment your customers based on complex rules, such as purchase history or engagement levels. You can send targeted opt-in campaigns to specific groups, increasing relevance and engagement.
  
  
• Omnichannel approach: Integrate your SMS opt-in campaign with other marketing channels for a consistent messaging across all platforms. Leverage each channel's strengths for a more comprehensive opt-in strategy. The platform also allows for strategic scheduling, enabling you to deploy campaigns immediately or at optimal future times.
  
  
• Analytics: Take advantage of Plivo CX's detailed analytics to track performance metrics to measure ROI and effectiveness. Use these insights to continuously refine your approach, adjusting message content, timing, and targeting for better results.

Plivo CX can also leverage Plivo’s premium carrier network, with coverage in over 220 countries. This can slash your SMS marketing costs by up to 70% and increase 3x more ROI in your campaigns. 

Plus, you can also engage customers by integrating SMS into your applications using Plivo's powerful SMS API.

Want to see how it can simplify your SMS opt-in process? Book a demo today!

The importance of customer experience needs no introduction— 96% of customers remain loyal to a brand that considers brand perception a priority. 

However, delivering a consistent and customer-centric experience is not as straightforward as it seems, especially when you have to do it manually. There are tons of repetitive and error-prone tasks that can affect your efficiency or negatively impact delivery.

And that’s where customer experience automation comes in.

Automation helps you streamline your customer service by delegating tasks, such as ticket routing, rerouting, follow-up emails, and data entry, to AI-powered tools. This means human agents can focus on more strategic and complex customer interactions.

In this article, we’ll explain customer experience automation, its benefits, and how to use it to boost your ROI.

What is customer experience automation? 

To answer this, let’s split our definition into Customer experience and customer experience automation.

• Customer experience is a sum of all customer interactions with your business, from their first contact to post-purchase support and the impression they form through these interactions. This encompasses every touchpoint, including browsing your website, engaging with your marketing efforts, interacting with your sales team, using your product or service, and receiving customer support.

• Customer experience automation (CXA) means using AI-driven tools to streamline, optimize, and enhance these interactions with minimal human intervention while still delivering great results. This approach, which allows businesses to automate repetitive tasks, workflows, and communications, results in reduced human errors, consistent support, and personalized services.

Customer experience automation vs marketing automation

Marketing automation refers to using software to streamline marketing processes and manage multi-channel campaigns. However, it focuses heavily on pre-purchase interactions and lead generation.

In contrast, customer experience automation covers your marketing and sales funnel, including pre-purchase and post-purchase interactions. This approach aims to build customer satisfaction, retention, and loyalty.

Customer experience automation vs customer relationship management

While both CXA and CRM aim to nurture brand-customer relationships, the latter primarily does that by centralizing your customer data. CRMs also have minimal or zero customer interface, meaning only your business interacts with the system, not your customers themselves.

On the other hand, CXA offers a customer interface through AI agents like chatbots and integrates with CRMs, ERPs, and other home-grown systems to utilize customer data to deliver personalized experiences.

How does customer experience automation work?

Customer experience automation leverages three crucial components to streamline each touch point in your customer’s journey for faster and more effective service delivery:

• AI agents: AI-powered chatbots engage your leads and customers on the front end to simulate authentically human-like conversations. An example is the all-in-one customer service platform Plivo CX’s self-service chatbot, which is an OpenAI-developed bot capable of custom training for accuracy and relevance.
• Agent assistance: Automation tools provide valuable support to your human agents in the backend through real-time suggestions, seamless retrieval of relevant customer data, and automation of routine tasks during interactions.
• Workflow optimization: Escalation workflows, interactive voice response, ticket routing, and sticky rerouting standardize your processes to boost overall efficiency.

These automation components work in tandem to eliminate drags in your customer experience and enhance satisfaction.

Key advantages of customer experience automation for ecommerce

As HubSpot data suggests, 86% of customer experience leaders believe automation will positively impact their service delivery, and 71% plan to invest more in AI agents like chatbots. Let’s explore some advantages of doing the same for your ecommerce business:

1.Offer 24/7 support

67% of consumers want a response to their queries within 3 hours, and over 60% want 24/7 support availability. That’s not something a 9-5 helpdesk offered by your human agents can help offer, especially when serving cross-border buyers outside your local timezone.

Customer experience automation helps you eliminate these geolocational and support barriers by using round-the-clock AI-powered chatbots built to handle more than 80% of routine questions. 

Moreover, you don’t need to hit a break with your customer data collection and analysis. Your automation works nonstop while you nap.

2.Reduce operational costs

For a mid-sized ecommerce business with tens of thousands of customers, you’ll need to set up a bogus team of human agents and data analysts to have a chance at providing a near-efficient experience for your customers. That’s difficult to scale in terms of resource and skill availability.

On the other hand, automating your customer experience with AI agents can help save up to 30% in cost. A single bot can do the work of multiple humans, thus reducing your recruitment costs. Also, good customer experience enhances retention rate and slashes customer acquisition costs.

3.Increase customer satisfaction

Companies using AI report a 20% increase in satisfaction rates. Automation reduces time to resolution, ensures quick escalation to the right channels when necessary, and matches customer data to deliver accurate experiences.

Also, delegating these weights to AI enables companies to allocate resources such as human agents and capital towards improving other core aspects of the customer journey, which serves your customers’ interests.

4.Personalize communications

According to Forrester, 77% of consumers have purchased from or recommended brands that provide personalized experiences.

Customer experience automation ensures this by collating and analyzing customer data from different sources, such as multiple communication channels, e-commerce platforms like Shopify, and CRMs.

Structured data gives valuable insight into your customers’ pain points, previous support history, and other information that can assist in making informed decisions.

A great example is the omnichannel contact center solution Plivo CX's unified desktop agent, which consolidates fragmented customer data from multiple channels, such as email, voice, SMS, WhatsApp, and live chat, into a single, easily accessible interface.

This empowers your human agents with real-time access to valuable insights and enables your chatbots to provide tailored recommendations and assistance to customers.

5.Offer consistent experiences

79% of consumers expect consistency in service delivery; however, 55% say they often feel like they are talking to different departments instead of one organization. This disconnect often occurs when departments operate in silos.

For example, the marketing team may focus on lead generation without aligning with the customer service team, leading to fragmented communication and a disjointed customer experience.

Customer experience automation prevents silo operations by breaking the barriers between your marketing, sales, and customer support teams. This results in a unified contact center and allows access to valuable data, ensuring your customers have a consistent experience pre- and post-purchase.

6.Boost customer relationships

Providing faster responses to queries, accelerating order delivery, reducing touch points to purchase, and offering personalized experiences through automation all boost customer satisfaction. And satisfied customers are more likely to become loyal or connected to your brand. 

Customers who feel connected to a brand are worth 306% more in lifetime value. Loyal customers are also good brand advocates and will recommend your business to others 71% more than those who are not.

5 ways to use customer experience automation

While customer experience automation is a must-have superpower, knowing where and how to use it can significantly impact your results. Let’s see some of the most important use cases to consider.

1.AI Chatbots

AI chatbots handle routine queries, manage customer orders through API integrations with stores, sort customer refunds, or simply hand off issues and escalate them to your human agents. These bots can also provide smart product recommendations to customers and help streamline decision-making.

As noted before, Plivo CX’s OpenAI-powered self-service chatbots, which you can train in-house with a custom dataset to provide accurate and hyper-personalized responses to your customers. You can also guardrail them to stay within your company’s playbooks and brand voice.

2.Live chat

Occasionally, your chatbots might hit a hard rock and be unable to address a query. In that case, you can employ customer service automation to reroute the query to a live agent through a smart sorting system that uses customer data to choose the most appropriate human agent and channel.

Plivo CX’s drag-and-drop workflow builder makes this possible by helping you build sleek workflows without coding to streamline escalations, routing, and rerouting. This reduces time to resolution and ensures your customers get the assistance they need. 

3.Self-service portals

Utilize automation to create self-service portals to help customers access their personal information, initiate actions, and solve problems with barely any interaction with your agents. They are personal but password-gated dashboards that have been automated to provide tailored assistance based on customer data.

These portals also often include an account management dashboard that displays relevant transactions, personalized knowledge bases like FAQs, and task management features to apply for a credit card or follow a ticket’s history.

4.Automated notifications & emails

You can set up automated notifications and emails for your ecommerce business based on several triggers, such as cart abandonment, confirmation after placing an order, shipping updates, a drop in the price of previously viewed products, or when a product is out of stock.

Plivo CX’s Shopify integration allows owners to provide proactive support through preset reminders, personalize messaging, and make smart routing decisions based on centralized customer data.

5.Feedback surveys

Use automation tools to collect feedback from your customers to refine your delivery further. You can do this via AI chatbots and simply ask customers to rate their experience after the resolution of a query. You can also send a survey to their emails after an interaction.

Plivo CX’s CSAT collection feature helps you do that by sending predesigned surveys to customers and providing visual analysis in order to pinpoint areas that need improvement quickly.

Implement superior customer experience automation with Plivo CX 

Automating customer experience is seamless only when using the right solutions. Plivo CX offers an AI-driven platform with a full-packaged automation system designed to streamline communication, enhance engagement, and ensure smooth interactions across your channels.

Plivo CX also boasts a 24/7 OpenAI-powered chatbot that can be trained to make informed decisions guided by your company’s policies, accurately and rapidly address customer complaints, and escalate issues to human agents along with detailed notes or data when required.

In addition to that, the tool offers several features, such as:

• Unified communication: As noted before, you can manage all customer conversations across channels like email, voice, SMS, WhatsApp, and live chat from a single, agent-friendly platform
• Seamless integrations: Connect Plivo CX with your existing tools, including CRM, ERP, helpdesk, home-grown systems, and more
• Data-driven optimization: Track real-time analytics and generate custom reports to gain insights into customer interactions and agent performance
• Communication with media support: 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

To learn more, book a demo!

The global A2P messaging market was valued at USD 71.50 billion in 2024 and is expected to grow at a CAGR of 5.4% from 2025 to 2030, far outpacing email and other communication channels.

This impressive growth is fueled by the need for businesses to connect with their customers in a direct, reliable, and immediate way—a need that A2P SMS messaging perfectly fulfills. 

Businesses can engage their audience effectively by adopting automated systems to send targeted messages. A2P SMS has become a cornerstone of modern customer communication, from marketing campaigns to critical alerts. 

In this article, let’s explore the fundamentals of A2P SMS messaging, its benefits, and some top use cases of A2P SMS.

What is A2P (application-to-person messaging)?

A2P messaging, also known as A2P SMS, is a communication method where businesses use automated systems to send messages directly to consumers or mobile users.

This form of communication is used for various purposes, such as marketing promotions, appointment reminders, order confirmations, or customer service alerts. 

A2P messaging is widely used across industries such as retail, healthcare, and financial services.

How does A2P SMS work? 

A2P SMS uses automated software systems to send text messages from applications to consumers. Businesses integrate these platforms with their CRM or marketing systems to trigger messages for specific actions. 

The messages are delivered via mobile network operators or cloud-based services. This system allows businesses to scale their messaging efforts, sending thousands of messages simultaneously while maintaining a personal touch.

A2P messaging vs P2P messaging

A2P and P2P (Person-to-Person) messaging differ in their usage and structure. Whereas A2P is used for business communications, such as promotions and notifications, P2P is meant for personal conversations. 

The table below outlines the key differences between these two messaging types.

Use cases of A2P texting 

These use cases explain how A2P SMS helps businesses engage with customers efficiently across various industries:

Alerts and notifications

A2P messaging is used to send important alerts, such as account activity or service interruptions, keeping customers informed in real time.

Example: Banks send alerts about suspicious account activity, or service providers notify customers of outages.

Mobile marketing

A2P SMS is also quite effective for sending promotional offers and deals directly to customers’ phones. It’s an ideal medium for reaching customers with time-sensitive deals.

Example: A retailer sends an SMS campaign offering a limited-time discount code for a holiday sale or a flash promotion for Black Friday.

Appointment reminders

Businesses in healthcare, hospitality, and services use A2P texting to remind customers of scheduled appointments. This reduces no-shows and improves customer satisfaction.

Example: A dental office sends a reminder about an upcoming appointment.

Voting and surveys

A2P SMS facilitates customer feedback through surveys or voting systems, making it easy to gather insights.

Example: TV shows request votes from viewers, or businesses send customer satisfaction surveys.

Two-factor authentication (2FA)

A2P SMS is commonly used to send verification codes as part of multi-factor authentication, which adds an extra layer of security.

Example: E-commerce platforms send one-time passwords for account login.

Customer support

A2P messaging can be used for automated customer support, providing responses or updates.

Example: Airlines send flight status updates or tech companies send issue resolution steps.

Order and delivery updates

A2P SMS keeps customers updated on the status of their orders and deliveries. It’s an essential tool for e-commerce businesses to keep customers informed about their purchases.

Example: Online retailers send shipment and delivery time updates.

Benefits of A2P SMS for businesses

A2P SMS offers several benefits for businesses. Here’s a closer look at some key advantages:

High open and engagement rates

Text messages boast a 98% open rate, significantly higher than other channels like email. This means businesses can be confident recipients will see their messages. A2P SMS is an ideal channel for delivering critical updates or promotional offers.

For instance, brands like Sephora and Domino’s use SMS to send promotions and updates, knowing that their messages are almost guaranteed to be read​.

Direct and immediate consumption

Text messages are delivered instantly and read almost immediately. This makes SMS ideal for time-sensitive information. 

For example, FedEx uses SMS to provide real-time shipping updates, ensuring customers receive important delivery information instantly.​

Cost-effective

SMS is a more affordable marketing tool compared to traditional methods like TV or print ads. Retailers often use SMS for flash sales or limited-time offers. Fashion brands like H&M send SMS to announce exclusive sales, reaching large audiences at a fraction of the cost​

Better deliverability

SMS messages have a higher deliverability rate than emails, as they’re less likely to get caught in spam filters. This reliability makes it ideal for customer service notifications, such as appointment reminders from healthcare providers like CVS.​

Scalability

A2P SMS allows businesses to easily scale messaging campaigns, from sending thousands of messages during promotions to personalized notifications. 

Whether you’re a small business or a large enterprise, SMS platforms allow you to adjust your messaging campaigns.

Increased efficiency

Automated A2P SMS campaigns help businesses improve operational efficiency. Companies like Amazon use SMS to send order confirmations and delivery updates, automating customer service tasks and reducing manual effort​.

Improved customer experience

SMS improves the customer experience by providing timely and relevant information such as delivery notifications, appointment reminders, or customer service alerts. This way businesses show they value their customers’ time and needs​.

Detailed analytics

A2P SMS platforms provide detailed insights into customer behavior, such as message open rates and click-through rates. Marketing platforms like EZ Texting allow businesses to track campaign performance and adjust messaging strategies accordingly​.

A2P 10DLC in the US 

A2P 10DLC (10-digit long code) is a messaging system in the U.S. that enables businesses to send application-to-person (A2P) SMS using standard 10-digit phone numbers. 

Introduced by U.S. carriers, A2P 10DLC offers higher throughput, better deliverability, and improved compliance for business messaging compared to traditional P2P methods. 

To use A2P 10DLC, businesses must register their brand and campaign details with The Campaign Registry (TCR) to meet regulatory and carrier requirements. This ensures transparency and reduces spam. 

It’s commonly used for notifications, marketing, and customer service, offering a scalable and cost-effective solution for business communication.

Regulations regarding A2P SMS

Regulations on A2P SMS messaging protect consumers from spam and ensure businesses maintain transparency and accountability. Key global frameworks include:

• Sender ID registration: Register sender IDs with carriers to improve message deliverability and avoid blacklisting
• Content restrictions: Adhere to content guidelines, avoiding spam, scams, and harmful content
• Opt-out mechanisms: Provide clear and easy-to-use opt-out options for recipients (e.g., replying “STOP”)
• Carrier compliance: In the U.S., carriers enforce specific guidelines, such as those for 10DLC (10-Digit Long Code) numbers, requiring businesses to register their campaigns and adhere to throughput and content standards
• Consent: Businesses must obtain explicit consent from recipients before sending A2P messages. This aligns with regulations like the TCPA (Telephone Consumer Protection Act) in the U.S. and GDPR (General Data Protection Regulation) in the EU

Understanding consent types in A2P messaging

A2P messaging requires varying levels of customer consent based on the purpose of communication. For instance:

• Customer-initiated messaging: Implied consent: When a customer initiates a conversation, such as asking about a product or service, their action implies consent to respond.
• Informational messaging: Express consent: Customers explicitly agree to updates like account changes, fraud alerts, or appointment reminders.
• Promotional messaging: Explicit consent: Businesses must ensure customers have confirmed their agreement to receive marketing content.

Non-compliance can lead to fines, legal actions, or carrier bans. TCPA violations can cost up to $1,500 per unsolicited message. Businesses must stay informed to ensure lawful messaging.

Use Plivo CX for your A2P SMS marketing campaign

Launching SMS campaigns can be overwhelming, especially when you’re struggling to reach the right customers, like a clothing brand missing out on holiday shoppers.

Without the right SMS marketing strategy and tools, targeting the right audience is a challenge.

As an omnichannel customer service platform, Plivo CX simplifies campaign management for businesses looking to launch product announcements, flash sales, and new collections through targeted A2P SMS campaigns

Plivo CX helps you connect with your audience in a personalized and automated manner, delivering higher engagement and driving better ROI. 

Here’s why you should choose Plivo CX to launch targeted SMS campaigns:

• Select your audience: Target the right customers with lists and segments

• Choose the channel: Engage customers through SMS, MMS, Email, or WhatsApp
• Send now or later: Manage and schedule campaigns for optimal timing and ROI

• Create your message: Use templates or AI Assist for quick, custom content

• Performance insights: Track key metrics to optimize your campaigns and maximize ROI

• Copywriter AI: Create personalized messages with Plivo CX using AI-powered suggestions and advanced audience segmentation. 

What’s more, Plivo CX taps into Plivo’s proprietary premium carrier network that is spread across 220+ countries. As a result, you can reduce your SMS marketing costs by up to 70% while reaching the right customers at the right time and driving instant engagement.

Sign up for a free demo and see how Plivo CX can optimize your A2P SMS campaigns!