WhatsApp is the most used mobile messenger app globally, with over two billion active monthly users worldwide. More than 596 million messages are sent each day on WhatsApp. And, while WhatsApp is primarily popular as a peer-to-peer messaging app, a growing proportion of those millions of messages originate from businesses. 

The WhatsApp Business app configures this powerful messaging channel so businesses can easily engage with customers. The WhatsApp Business platform offers tools like automated messaging, analytics, and advanced customer segmentation to manage communications at scale. While many of these tools aim to serve larger enterprises, entrepreneurs and small business owners can also make use of the WhatsApp Business platform. 

In this guide, we’ll help you understand the difference between the consumer-focused WhatsApp experience and the platform’s WhatsApp Business version. By the end of this post, you should be able to make a more informed decision about which version of WhatsApp best meets your business needs. 

WhatsApp vs. WhatsApp Business

WhatsApp offers various iterations, from WhatsApp for Individuals to the WhatsApp Business app to the WhatsApp Business Platform. Let’s do a quick rundown of the differences between these tools.

How to choose the right WhatsApp solution for your business

Most businesses need more than what an individual WhatsApp account can offer. That means selecting between the WhatsApp Business app and the WhatsApp Business Platform. Consider three primary factors when weighing your options:

• Your business size
• Your communication needs
• Your customer engagement goals

If you’re a small business managing a handful of interactions daily, the WhatsApp Business app’s essential features, like quick replies and product catalogs, may be enough.

However, if your business is scaling and you’re receiving hundreds of inquiries, the WhatsApp Business Platform’s advanced tools such as chatbots, message templates, and analytics. This version makes managing communications more efficient and improving response times easier.

Evaluate your team's capacity as well. Invest in the WhatsApp Business Platform only if you have a dedicated customer support team to streamline operations and enhance productivity. For businesses focusing on personalized interactions, the WhatsApp Business app’s simple interface is more beneficial.

Note: If you decide to use the WhatsApp Business Platform, consider partnering with a WhatsApp Business Solution Provider to integrate your existing systems seamlessly.

WhatsApp Business App toolkit

To further bifurcate between the WhatsApp Business app and the WhatsApp Business Platform, let’s look deeper at the features offered in the WhatsApp Business app toolkit.

Messaging automation

WhatsApp Business app helps you automate messages to save you ample time and ensure timely responses to user queries.

These are the features offered:

• WhatsApp away message: Away messages inform customers when you're unavailable, ensuring they know their message is valued and will be addressed when you return. You can create a message template to inform them when you'll get back with a response.
• WhatsApp greeting message: Greeting messages automatically welcome customers when they first message you, setting a friendly tone and inviting inquiries. Customize these to reflect your brand's voice. Here are a few examples of Whatsapp greetings to consider.
• WhatsApp quick replies: Quick replies offer pre-saved responses to answer frequent questions or common inquiries instantly. Set these up to save time and maintain consistent communication.

Together, these features let businesses maintain open communication, improve response times, and enhance customer satisfaction. 

Labels

Once you start engaging in regular conversations with customers, it’s easy to lose track of where each customer stands.

For instance, one customer may be close to purchasing while another might be still learning about your brand. Labels help you organize chats and categorize customers based on their stage in the sales funnel.

By default, the WhatsApp Business app offers five labels:

• Order complete
• Payment pending
• New order
• New customer
• Paid

The Senior SEO Manager, Felix Milshtein at VCITA shares their experience with this feature: “We use labels to segment clients into categories like 'New Leads,' 'In Progress,' or 'VIP Clients.' This makes follow-ups and prioritizing conversations much easier, especially when managing numerous inquiries.”

WhatsApp Business allows you to add up to 20 labels and assign a color to each, enhancing your ability to quickly identify and manage different customer categories.

Product catalogs

An updated product catalog on WhatsApp acts as a digital storefront for your business. Customers can easily discover everything your company offers and share individual products or services directly in the chat through shareable links.

It lets you add the following details for each product:

• Product title
• Photos
• Description
• Price
• Product code

You can upload a maximum of 500 products to your catalog. However, it’s vital to ensure that the image of the service/product meets the WhatsApp Business Messaging policy. 

Message statistics

WhatsApp Business statistics give you an insight into how successful your communication is with your customers.

It gives you insights into:

• Messages sent
• Messages delivered
• Messages read
• Messages received

Use these statistics to benchmark your communication performance against the set standard or to set tangible goals for improvement. Run A/B tests on different messaging styles, times, or content by experimenting with different approaches to see how your consumers respond. Check if either of the communication strategies brings a change in these statistics.

Short links

The short link feature stands out in WhatsApp Business vs. WhatsApp. It’s a powerful tool that simplifies customer connections. The URL can be distributed across various platforms or transformed into a QR code so that it’s accessible wherever your audience is.

You can even add it to your email signature and social media profiles to easily connect with your customers.

These links help you drive traffic to a specific service or promotion.

For instance, Aman Chopra, a Marketing Manager at Stallion Express shares, “I’ve used them in email campaigns, on our website, and even on social media to give users an easy way to directly start a conversation with us without having to go through multiple steps. It's also great for tracking engagement because you can tailor each link to a specific audience or campaign.”

Sharing a direct link to WhatsApp guides clients straight to your inbox, eliminating the usual back-and-forth associated with contact forms. 

While the WhatsApp Business app features suffice for small business owners, larger enterprises can benefit from the expanded tools in the WhatsApp Business Platform. 

WhatsApp Business app vs. WhatsApp Business Platform: Understanding use cases

The key features of the WhatsApp Business Platform also include rich media support, message analytics, automated replies, interactive elements, end-to-end encryption, business profiles, and message templates. Plus, expanded tools are configured to help large enterprises manage a higher volume of traffic.

Both WhatsApp Business solutions provide various benefits across several use cases. Transactional messages keep customers informed of important updates. Booking appointments becomes seamless while engaging surveys gather valuable insights.

Businesses can easily collect customer feedback to enhance their services. Order status updates foster transparency, and sending OTPs ensures secure transactions. Finally, promotional messages help drive engagement and sales with tailored offers. 

Here are two real-life examples to illustrate the differences between the WhatsApp Business app and the WhatsApp Business Platform.

1. PolicyBazaar achieves a 5X increase in insurance premium collections

Company goal:

To shift from impersonal communication to a customer-friendly approach and improve engagement, increase sales, and streamline the claims process.

Problem statement:

‍PolicyBazaar, an India-based insurance marketplace, faced challenges with conventional CRM channels like email and SMS. Although effective, these methods lacked the personal touch needed to engage potential customers meaningfully. With millions of customers relying on the company’s services, the team recognized the need for real-time, custom conversations to improve customer interactions.

The solution:

‍PolicyBazaar revolutionized its communication strategy with the WhatsApp Business Platform integration. They launched personalized campaigns, allowing customers to receive targeted product recommendations directly in WhatsApp, resulting in a 5X increase in insurance premiums collected. The platform also simplified claims through automated notifications and allowed customers to upload documents easily.

With over 30 million messages delivered monthly and a reported 5X increase in sales, WhatsApp became a vital channel for PolicyBazaar.

“WhatsApp has helped us make CRM customer-friendly,” says Nishant Malsisaria, Head of Growth.

2. Buddy4Study witnesses a 25% improvement in student interactions with the WhatsApp Business app

Company goal:

‍To bridge the gap between deserving students and available scholarships by leveraging technology to increase accessibility, awareness, and efficiency in the scholarship application process.

Problem statement:

‍Many students face financial barriers that prevent them from pursuing higher education, and a significant amount of scholarship funds remain unused due to a lack of awareness and transparency in the application process.

The solution:

‍To enhance communication with their primarily young audience (ages 14-35), Buddy4Study adopted the WhatsApp Business app, facilitating seamless onboarding and engagement. This strategic move resulted in a 25% improvement in student interaction and a 20% increase in student acquisition.

By collaborating with corporations, NGOs, and educational institutions, Buddy4Study continues to optimize scholarship programs and ensure that no student has to abandon their dreams due to financial constraints.

Scale your marketing efforts with Plivo’s WhatsApp Business API solution

Keeping your customers engaged as your business scales gets challenging.

While adding WhatsApp marketing to your sales strategy is a powerful way to engage customers, to maximize its benefits, you'll need to follow messaging guidelines and use approved templates to ensure your messages are well-received and effective.

This is where Plivo comes in. As a Meta-registered Business Service Provider (BSP), Plivo simplifies the integration of the WhatsApp Business Platform into your existing system. Its comprehensive APIs and user-friendly documentation let you connect and automate your messaging workflows without extensive technical overhead. 

Its no-code, WhatsApp AI chatbot automates your customer service. Set up the chatbot to handle customer inquiries about order status, returns, and product details without needing human agents. While its marketing automation feature helps you create and manage personalized WhatsApp campaigns based on your customers’ purchasing history and preferences. 

Plivo enhances messaging efficiency with features such as WhatsApp template statuses and clear reasons for message blocks. These tools simplify communication and help tackle compliance challenges.

Adhering to Meta’s guidelines and regulations promotes a smoother communication experience for both businesses and customers. This approach not only streamlines interactions but also builds trust in messaging services.

With our WhatsApp Business API Guide, getting started with the WhatsApp Business Platform is a breeze. From creating your WhatsApp Business Account (WABA) to simplifying the complexities of billing with Meta, you can easily navigate the setup process from the get-go.

Plivo charges a flat fee of Rs.0.066 (about $0.00080) per conversation on top of Meta’s fees, with volume discounts available to reduce costs based on usage. Moreover, we combine all charges into a single invoice so that you don’t have to manage multiple bills.

Think Plivo might be the right fit? Contact us to discover why thousands of businesses trust us to meet their communication needs.

Is your local phone number preventing your business from connecting globally? 

Traditional phone lines can limit communication to specific regions and require complex setups, making expansion challenging. WhatsApp’s Voice over Internet Protocol (VoIP) feature solves this by allowing internet-based calls, avoiding high international fees. 

With a virtual WhatsApp number, businesses gain even more flexibility to manage multiple accounts, maintain privacy, and seamlessly connect with customers across regions.

In this guide, we’ll show you how to get a VoIP number for WhatsApp and compare the top five providers in 2024 so you can choose the best option for your business needs.

What is a VoIP number for WhatsApp?

A VoIP (Voice over Internet Protocol) number for WhatsApp allows users to make voice and video calls using an internet connection instead of a traditional phone network or physical SIM card.  This number can be linked to your computer, mobile phone, or landline and is not tied to a single location or telephone line. 

Many companies use their WhatsApp VoIP to create a dedicated support line. Multiple team members can access this virtual number from their devices, ensuring clients are assisted promptly regardless of location or time zone. Plus, companies can maintain a professional image and keep personal numbers private.

Note: Businesses need permission from users before making calls on WhatsApp. Call permission requests must also be made within an open conversation, such as for marketing or service-related purposes. This ensures customer privacy and aligns with WhatsApp's guidelines.

Why use a VoIP number for WhatsApp

Virtual phone numbers are becoming an increasingly common and useful tool for businesses. Here are some of the biggest benefits of using these phone numbers.

Synchronization across multiple devices

A single virtual phone number can be used across multiple devices in different locations, making it easy to stay connected using smartphones, tablets, laptops, and more. This technology breaks down geographical barriers, allowing seamless communication no matter how far apart you are.

With the rise of remote work, businesses are looking for reliable ways to stay in touch. Virtual phone numbers help ensure that calls aren’t missed, even if an agent is working outside the office and receives a call from a customer.

24/7 connectivity

As long as you have an internet connection, you can use your virtual number from anywhere. Answer calls and messages no matter where you are, ensuring customers can always reach you.

Separate business and personal communications

With a virtual WhatsApp number, you can keep your personal number private and still use WhatsApp for your business.

Competitive pricing

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Adopting a virtual phone number removes the need for expensive hardware to manage multiple lines. All you need is an active service plan and an internet-enabled device. Once you have a VoIP number for WhatsApp, domestic calls are often free, and international calls are inexpensive.

How to get a VoIP number for WhatsApp with Plivo

Communication platform as a service (CPaaS) solutions like Plivo offer virtual numbers as part of their services. You can get a virtual number by following these steps.

Step 1: Sign up for an account with Plivo

Plivo offers a free trial to test its features. New to Plivo? Start your free trial. Already a user? Log in here to access your console.

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Step 2: Select your number

Click Buy Numbers. Choose the type of number you want (local, mobile, or toll-free) and where you want it to be located.

For example, if you're in the US and want a number with an eastern Massachusetts area code, enter ‘508’ and click Search.

Plivo will give you a list of virtual numbers from which to choose. You can view whether the number supports calls, texts, and MMS, as well as its monthly cost.

Once you've chosen your number, click Buy Number, and you're good to go.

Step 3: Configure your settings

Plivo offers many ways to customize your virtual number. For example, you can set up call forwarding, transfers, voicemail, and more. Configure your settings to meet your business needs by following the prompts and click Update number. 

How to verify a virtual number for WhatsApp Business

Once you have your virtual number, verify it on WhatsApp by following these steps.

Step 1: Enter your full phone number

Type in your complete phone number, including the country code.

Step 2: Choose your country

Pick your country from the list. Don't worry about adding the country code—it'll appear automatically.

Step 3: Request a code

Tap Next, and WhatsApp will send a verification code to your phone. You might receive it as a text message or a phone call.

Step 4: Enter the code

Type in the six-digit code you receive.

Step 5: Add your email (optional)

To make it easier to access your account in the future, add your email address in your WhatsApp settings. Go to Settings > Account > Email Address.

Top 5 WhatsApp Virtual Number Providers in 2024

The setup process for your WhatsApp virtual number is relatively straightforward, but once you have one activated, you need the right tools to manage it. With numerous cloud phone number providers available, selecting the right one for your needs can be confusing. Each provider offers different features and pricing.

To make your choice easier, we’ve gathered the top five virtual phone providers for WhatsApp based on customer reviews, pricing, support, and features.

Here are the five best virtual phone number providers for WhatsApp.

1. Plivo

Plivo is a cloud communications platform that makes getting and managing local, mobile, and toll-free numbers easy. On top of that, the platform also provides detailed analytics to help you make data-driven decisions.

Pros:

• Choose from local, toll-free, and 10DLC numbers.
• Forward calls to the right person based on availability, business hours, or time zone.
• Integrate with the WhatsApp Business API for added efficiency.
• Connect with your team and customers securely using conference calling.
• Use voicemail to make sure you get every message, even when you can't answer.
• Set up autoresponders to automatically answer customers, even when you're away.
• Build powerful IVR menus to direct calls to the right place.
• Send and receive SMS messages for things like surveys or reminders.
• Use Plivo's omnichannel contact center to manage all your customer interactions in one place.
• Keep your current number with number porting services.
• Automate customer service with Plivo’s no-code WhatsApp AI chatbot, powered by ChatGPT.
• Run tailored campaigns with Plivo’s WhatsApp marketing automation platform for personalized customer engagement.

Cons:

• Reporting features could be more comprehensive. (G2)
• Some users find the documentation lacking in certain areas. (G2)

Pricing:

Plivo offers pay-as-you-go plans with extra features included. You can also get volume discounts as you scale.

*All short codes have a $1,500 one-time fee charged at the time of purchase.

Ratings and reviews:

• G2: 4.5/5 (728 reviews)
• Capterra: 4.3/10 (85 reviews)

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2. RingCentral

RingCentral offers virtual numbers as part of its comprehensive communication platform. It's a complete, easy-to-use solution for calls, video meetings, messaging, and even faxing, all in one place.

Pros:

• Collaborate easily with team messaging, file sharing, and video calls.
• Route calls to the right agent reliably.
• Get voicemail transcripts to track conversations and coach your team.
• Use call whispering and barging to help agents troubleshoot in real-time.

Cons:

• Some users have noticed a minor delay on incoming calls. (G2)
• The initial setup does not include text messaging. (G2)
• It can’t be used on a laptop and mobile phone simultaneously. (G2)

Pricing:

Reviews:

• G2: 4.0/5 (137 reviews)
• Capterra: 4.3/5 (203 reviews)

3. MightyCall

MightyCall offers a cloud-based professional call center system. It is simple to use, with no extra hardware required. You can buy virtual numbers, make and receive calls and messages, and even personalize your business number.

Pros:

• Add as many team members as you need with unlimited extensions at no extra cost.
• Automatically greet callers and direct them to the right person with an auto-attendant.
• Keep your existing number with free number porting.
• Get your voicemails delivered straight to your email as text.

Cons:

• Some users experience dropped calls when answering through the app. (G2)
• Voicemail-to-text often misinterprets messages, making it too inaccurate to be useful.  (G2)

Pricing:

Reviews:

• G2: 4.5/5 (215 reviews)
• Capterra: 3.8/5 (98 reviews)

4. Grasshopper

Grasshopper is a great option for entrepreneurs and small businesses who need a professional virtual phone system. It offers local and toll-free numbers, call forwarding, voicemail transcription, and even an auto-attendant to greet your callers.

Pros:

• Get a virtual receptionist to answer calls and greet your customers professionally.
• Set up multiple extensions to route calls to different departments or team members.
• Easily go through received voicemails with voicemail transcription.
• Never miss a call with call forwarding.

Cons:

• Accounts are vulnerable to unauthorized access. (G2)
• Users have reported frequent glitches and errors. (G2)
• Navigating settings and finding support is challenging. (G2)

Pricing:

Reviews:

• G2: 4.0/5 (149 reviews)
• Capterra: 4.3/5 (342 reviews)

5. CloudTalk

CloudTalk is a modern phone system for startups and small businesses. It works with popular tools like Shopify and Pipedrive, and is a great option for WhatsApp virtual numbers. The platform makes outbound international calls easy by showing a local number to your customers.

Pros:

• Keep your current numbers by porting them to CloudTalk.
• Set up personalized messages or redirect calls when you're unavailable.
• Automatically send calls to the right agent with skill-based routing.
• Easily track missed calls and see which ones need follow-up.

Cons:

• Call routing can sometimes cause delays if no agents are available. (G2)
• The phone app doesn't always display up-to-date call history. (G2)

Pricing:

Reviews:

• G2: 4.3/5 (1118 reviews)
• Capterra: 4.4 (263 reviews)

Key factors to consider when choosing a WhatsApp virtual number provider

Business operations across borders come with challenges, and communication is a big one. Clear communication with international customers and teams is important, and international virtual phone numbers can bridge the distance to connect your business globally.

But before you choose a WhatsApp virtual number provider, consider the following factors.

Coverage and regional availability

Getting local numbers in key regions makes reaching your business easier for customers worldwide.

Choosing a virtual number provider with a wide range of international numbers helps your business connect with a larger audience.

Platforms like Plivo make this easy. You can instantly buy local, mobile, and toll-free numbers in more than 65 countries using Plivo's API and console.

Budget and pricing structure

Look at the cost per minute, monthly fees, and any extra charges like setup or cancellation fees. Choose a provider with clear pricing plans to fit your needs and budget.

Industry reputation and customer support

To find a virtual number provider that truly delivers, do your research. Go through customer reviews and industry reports to see how they measure up.

Ask other businesses for recommendations and look for providers with a strong track record of success. It’s also important to ensure they have a customer support team that's easy to reach.

Voice quality and uptime guarantee

When you're choosing a virtual number provider, call quality is important. 

The provider's uptime guarantee is essential, ensuring your service remains available without interruptions. A strong uptime commitment means your business can reduce the risk of dropped calls or service outages.

Plivo takes call quality seriously. We have strategically placed points of presence (PoPs) in key regions like California, Virginia, Mumbai, Singapore, Frankfurt, Sydney, and São Paulo. These points minimize latency and ensure high call quality.

Furthermore, Plivo's smart routing engine uses real-time data to optimize call routing based on factors like latency, jitter, and mean opinion score (MOS). This feature ensures your calls always take the best possible route for ideal performance.

Plivo also guarantees infrastructure security and 99.99% uptime, ensuring reliable and uninterrupted communication.

One of Plivo’s customers, Patrick Ryan, vice president of innovation at LAZ, shared:

“Reliability is really important because this is our revenue — this isn’t marketing. One of the things that got us comfortable with Plivo was the fact that you have a status page on your site that shows us the history of any glitches or downtime. It’s transparent, so I could see there was not one red dot in the last 30 days.”

Compliance and data protection measures

When choosing a virtual number provider, it's important to make sure they follow privacy regulations, especially if you're handling sensitive information during calls. The provider must offer encrypted calls and securely store call records to protect your privacy and keep your business on the right side of the law.

Plivo's security measures go above and beyond to protect your data and privacy. We use a multi-layered approach that includes:

• Physical security: Our data centers are protected with state-of-the-art security measures.
• Network security: All data is encrypted using transport layer security (TLS) and HTTPS.
• Application security: Secure access to Plivo's APIs is guaranteed through encryption and authentication.
• Data security and privacy: Your data is protected with backup encryption and strict access controls.
• Payment security: Industry-leading vendors are used to process all transactions and keep your payment information safe.

Number porting

Number porting lets you switch virtual number providers without losing your existing WhatsApp number. This is helpful if you've built a customer base or have important contacts linked to your number, as you can avoid updating everyone with a new one.

It also allows you to switch to a provider with better features or pricing without losing the number your clients already know.

Optimize your business communication with Plivo’s VoIP number for WhatsApp

Any business can benefit from using a virtual phone number for WhatsApp. Virtual numbers offer more flexibility and control, helping you manage communication and build your brand.

That's why thousands of businesses worldwide rely on Plivo, a cloud communications platform that simplifies personalized business communications.

Plivo offers a wide range of features, including virtual numbers, to meet your needs. With Plivo, you can set up your virtual number in minutes and access  features like local, toll-free, and 10DLC numbers, automatic call recording, API verification, number lookup, and more.

Book a demo today to see how Plivo can transform your business communications.

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Today’s consumers value speed, convenience, and control—especially when it comes to customer service. Nearly 80% of customers prefer to solve their issues without needing to get in touch with a live agent. As a result, businesses are increasingly turning to interactive voice response (IVR) systems.

A well-optimized interactive voice response system allows customers to resolve issues quickly without speaking to an agent. On the other hand, a poorly designed IVR can frustrate users, damaging your brand’s reputation.

In this guide, we’ll show you how to optimize your IVR self-service system and make it easy for your customers to get what they need.

What is IVR self-service, and how does it work?

An interactive voice response system is an automated phone system that uses speech recognition and artificial intelligence (AI) to understand a caller’s request and direct them to the right place. 

IVR self-service uses a pre-recorded menu to guide callers through their options. Some IVRs use natural language processing (NLP) to understand what callers say verbally. Here's an example of what callers might hear when they make an IVR call:

"Welcome to Happy Pets Veterinary Clinic! For appointments, say 'appointments' or press 1. For prescription refills, say 'refills' or press 2. For general inquiries, say 'general' or press 3. To speak to an agent, say 'agent' or press 0."

If a customer says the prompt, the IVR system uses NLP to understand what they need. It might use a rules-based approach, where it recognizes specific words/phrases it's been programmed to understand. Or, it might use a more advanced machine learning algorithm that can analyze the sentiment of the caller’s voice, keywords they use, and even their intent.

If the caller uses the keypad, the IVR employs dual-tone multifrequency (DTMF) to recognize the numbers pressed.

Once the IVR self-service system understands the caller’s response, it sends them to the right place. This path is customizable and can be as simple or complex as needed. For instance, a pre-recorded message could answer the caller’s question, or the IVR may connect the caller to a live human agent for help. 

An IVR self-service system can::

• Solve problems quickly without needing to wait for an agent.
• Connect callers to the right agent swiftly.
• Schedule a callback if no one is available to talk right away.
• Use call forwarding to send calls to multiple numbers so agents don't miss calls.
• Easily transfer calls to another agent, a group of agents, a voicemail box, or another menu.
• Gather or update customer information, like a change of address.
• Offer other support options, like directing callers to your website or sending them a helpful text message.

This system leads to quicker solutions, faster support, and happier customers. Plus, it frees up your team to focus on trickier issues.

 However, to get the most out of your IVR self-service system, keep in mind a few important details. 

Best practices for optimizing IVR for self-service

You can turn your IVR self-service system from a basic answering service into a more advanced, customer-focused solution with the right strategies and tools. Here are a few tips to help you improve your interactive voice response system. 

Keep the IVR menu simple and intuitive

A good IVR self-service system should be easy to use and understand. Avoid long, complicated menus that confuse callers. Try to keep your main menu to five options or less. People tend to get frustrated and hang up if they have to listen to a long list of options. However, it’s equally important to ensure all relevant needs are covered. Callers should always have a clear path to reach their desired option or speak to a support representative if needed.

Here's an example of a clear and concise IVR menu:

"Welcome to Acme Software Solutions. For technical support, press 1. For billing inquiries, press 2. To speak with a sales representative, press 3. To reach the partnership department, press 4. To speak to an operator, press 0."

The options are clear and relevant to what a business caller might need, and it's easy to reach a human if they need more help. 

Pro tip: Use data from your phone system to see what issues your customers are calling about most, and tailor the menu to those needs.

Analyze your customer journey

Before moving forward with updates to your IVR self-service system, take time to understand the customer journey. Look for points where customers commonly face issues, as these often reveal why they’re reaching out for help.

Once you have a clear picture of these trouble spots, you can focus on specific areas within your IVR self-service system, including:

• Reviewing call patterns to identify tasks that could be automated
• Spotting where customers frequently switch to an agent
• Recognizing points where callers often get frustrated or disconnect

As you go through your current setup, consider questions like:

• Are there too many steps in the menu?
• Do the options cover the typical reasons for customer calls?
• Is the wording in the prompts straightforward?
• Are language preferences adequately supported?
• Can callers easily go back if they choose an incorrect option?

Addressing these issues paves the way for a smoother IVR experience and provides insights for future improvements.

Use AI and automation

AI-powered IVR can understand natural language, so customers can talk normally instead of being limited by menus. This capability leads to accurate call routing and a more personalized customer experience.

For example, if customers call to check their account balances, they can simply ask, "What's my balance?" instead of navigating through a long menu. The AI understands and directs them right away.

AI can also handle things like scheduling appointments and even offer personalized recommendations. For example, it might say, "I see you have a follow-up appointment due next month. Would you like to schedule that now?" This saves everyone time and makes for a smoother experience.

When you combine AI with automation, even more is possible. Your IVR system can handle routine tasks like bill payments, checking account details, or booking appointments. 

For example, a doctor's office could use AI to automatically collect patient information and confirm appointments. This frees up staff for other tasks and ensures patients get quick service, 24/7.

From an operational perspective, AI can also analyze call data in real-time. It can spot common questions or problems and suggest updates to your system. This means your IVR self-service system gets smarter and better at meeting customer needs, leading to happier customers and smoother interactions.

Use various IVR call-routing strategies

IVR call routing strategies quickly connect customers to the right person and ensure that no one on your team gets overloaded with calls. You can match callers with the team member who's best suited to help them.

Here are a few ways you can route calls with your IVR self-service system:

• List-based routing: Agent A always answers calls first. If they're busy, the call goes to Agent B, then C, and so on.
• Round-robin routing: Calls are passed around to each agent in turn. Agent A takes the first call, Agent B takes the next, and so on.
• Skills-based routing: The IVR self-service system asks the caller what they need help with and sends them to the agent with the right skills.
• Relationship-based routing: Important clients are prioritized and sent to their preferred agent.
• Most idle routing: The call goes to the agent who has been free the longest.
• Time-based routing: Calls are routed based on time zones and agent schedules.

Using a mix of these strategies, you can create an efficient interactive voice response system that quickly gets your customers the help they need.

Test and collect feedback

Make sure you regularly test your IVR self-service system and get customer feedback. Check for technical glitches and see how easy it is for people to actually use. This helps you determine what needs improvement and keeps your IVR system up-to-date and effective.

Here are a few ways to gather feedback:

• Add a short survey at the end of the IVR interaction. Ask callers to rate their experience or answer targeted questions such as, “Was it easy to find what you needed?” or “How satisfied are you with the support you received?” This quick survey can provide valuable insights into customer satisfaction and pinpoint specific areas for improvement.
• Include a feedback option in your IVR menu. Give callers a way to leave feedback directly through the interactive voice response system.
• Monitor call recordings and transcripts. Pay attention to areas where callers seem confused or frustrated. Analyzing these interactions helps you understand where the IVR self-service system may be unclear or overly complex. 
• Use analytics to track IVR performance. See which menu options are most popular, how long calls last, and where people drop off. Use this data to optimize frequently used pathways, shorten call times, and reduce drop-offs, ensuring the IVR self-service system meets customer expectations.

Use audio streaming to understand customer interactions

By integrating audio streaming with AI-based tools, businesses can offer advanced voice-based services, conduct sentiment analysis of agent-customer conversations, and better interact with users.

Plivo’s real-time audio streaming can analyze emotions to identify signs of frustration, confusion, or satisfaction. Based on this, the system can change its responses or transfer the call to a live agent when needed.

Plivo also helps you create conversational AI bots that interact with users through live audio. These bots can answer common questions right away, making customer service faster and easier.

In addition, you can integrate Plivo’s audio streaming with third-party tools for real-time transcription, so you can easily get text from your conversations. And if you need to communicate across different languages, it can connect with tools for live translation, making meetings or conferences much easier to follow.

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Optimize call queues

Waiting to talk to an agent can be frustrating, but there are ways to make the customer experience better.

For example, Plivo’s PreAnswer feature lets you play custom caller tunes or speak text after a call is transferred but not yet picked up. Some companies play music during this time, but more useful options exist.

Let’s say you're a software company offering a limited-time discount on your subscription plans. You could use this time to make an announcement using text-to-speech. 

Or, if you're transferring a call to your support team, which often handles the same questions, you could play a recorded message with answers to common issues. If that solves the caller's problem, they might hang up satisfied, freeing up your team's time for more complex queries.

Analyze call flow data for optimization

If you want to improve your IVR self-service system, keep an eye on your analytics. Some useful metrics to track include:

• How long callers are waiting
• The average queue length
• Peak call times
• First call resolution rates
• How many calls go to voicemail or get transferred to an agent
• Call abandonment rate

Plivo’s Call Insights feature helps you track metrics and generate reports.

Plivo’s Call Summary Dashboard gives detailed info on call quality, like how long calls take, delays, and packet loss. 

Plus, with Detailed Call Logs, you can see exactly what’s happening with each call—from where it’s coming from to why it might have dropped—helping you spot and fix issues fast.

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Benefits of using an IVR self-service system

An IVR self-service system provides many benefits for customers and businesses alike. Customers appreciate the ability to help themselves, which enhances their overall brand experience. Businesses can reduce customer service wait times and optimize existing resources affordably.

Additionally, a self service IVR system helps you in the following ways.

Personalized and intuitive conversation

More than 80% of consumers are more likely to purchase from brands that offer personalized experiences. This expectation extends to the IVR self-service system as well. By connecting your interactive voice response system to customer data, you can customize customer interactions based on individual histories and preferences.

For instance, when a returning customer calls, your interactive voice response system could greet them with:

"Hi, John! Last time you called about your software subscription. Are you following up on that, or is there something else you need help with?"

When your IVR self-service system provides specific support and friendly greetings, it feels more like a conversation than a transaction. These personalized interactions not only save time for customers but also create a more engaging customer experience. 

Provide 24/7 customer service

In the US, 27.7%  of people expect companies to respond within one hour. This makes 24/7 self-service IVR important. When customers can access help anytime, they are more likely to reach out on their own schedule, often after regular business hours.

The IVR self-service system can lower the number of inbound calls during peak hours, as well as field requests when your customer support team is off the clock. This system also allows you to assist customers across different time zones, which is essential for international clients.

Lower operating costs

A typical customer service call with a live agent costs between $10 and $19. A self-service IVR  transaction only costs about $0.03 to $0.25 per minute. By giving customers the tools to help themselves, self-service IVR reduces the overall number of support tickets. This saves money and eases the workload for your customer service team.

Gather customer insights

Interactive voice response systems can effectively manage high volumes of inbound calls while collecting data on customer inquiries. 

This information can provide valuable insights that shape important business strategies, such as: 

• Improving customer service protocols.
• Refining product line. 
• Addressing emerging customer demands.

Additionally, before presenting the menu options, you can upload messages to your IVR application. This keeps clients informed about the latest promotions, important changes, and other relevant news.

Improves customer satisfaction

Research shows that the IVR self-service first call resolution (FCR) rate is 74%, the highest among all contact channels. First call resolution measures the number of issues that can be resolved after one call to a customer support team. Higher FCR is better, since it indicates that customers are quickly getting the help they need. 

By achieving this high rate of FCR, self-service IVR solutions not only resolve issues effectively but also contribute to higher customer satisfaction.

Customers who experience FCR through IVR self-service report a 30% higher satisfaction score than those with non-FCR interactions. Given that self-service IVR typically handles straightforward tasks—such as order confirmations, account balance inquiries, and status updates—it’s well-suited to delivering quick, accurate solutions that enhance customer satisfaction.

Upgrade your self-service IVR with Plivo

If you want a high-quality and scalable communication solution with an easy-to-use interface and strong API features, Plivo is the right IVR system for you. It’s especially useful for businesses that rely on voice and SMS services worldwide. Its reliability makes Plivo’s IVR popular among businesses of all sizes.

In addition to these advantages, Plivo offers several key benefits like:

• Ease of use: Simple APIs and XML make it easy to create custom IVR flows for your business.
• Fully customization: Build multi-level IVR menus tailored to your needs. Use pre-recorded audio or text-to-speech for custom greetings and prompts.
• Intelligent call routing: Calls are directed to the right agent or department based on caller input, agent skills, or business hours.
• Outbound IVR support: Set up custom menus for outbound calls, like voting or surveys.
• Global reach: Enjoy stable connections in over 220 countries and territories.

Contact us today to discuss how our IVR solutions can improve your customer service experience!

Today’s customers want to independently handle customer service needs: 81% say they prefer self-service options, but many businesses believe only 60% want it. This 21-point difference can leave many customers frustrated.

Interactive voice response (IVR) systems bridge the gap between what customers want—self service—and what businesses think they want. But an IVR system can be a double-edged sword. If the IVR script is poorly designed, it can make customers even more frustrated.

A well-crafted IVR script is so important. The right script can save your team time and help customers meet their needs quickly. In this article, we'll present seven examples of effective IVR scripts to inspire you and guide you in creating your own.

What is an IVR script?

An IVR script is a pre-recorded conversation that directs callers through a menu of options when they dial in. IVR systems use both keypad tones (dual-tone multi-frequency, or DTMF technology) and voice commands, along with pre-recorded messages. This means the caller can either press keys or speak to move through the menu.  

Newer systems even incorporate artificial intelligence (AI) to create a more personalized experience for each caller.

Why does an IVR script matter?

A well-crafted IVR script can save time and resources while improving call containment rates and customer satisfaction. Companies with IVR systems in place are noticing 3-4% increase in call containment rates and a 10-25% increase in caller satisfaction.

On top of that, IVR offers several benefits:

• Cost savings: A good IVR script can reduce calls to your agents by over 10%. This helps you save on staffing costs as customers get the information they need without requiring follow-up assistance.
• Consistent experiences: Clear IVR scripts ensure that every caller receives the same professional experience that aligns with your company's image. You control the tone and message for each interaction.
• 24/7 customer support: When your agents aren't available, IVR can play a message informing callers when they can expect to reach someone.
• Improved customer service: IVR reduces wait times and improves First Contact Resolution (FCR) by directing callers to the right person or team, allowing them to resolve issues in the first instance.

How can you write an effective IVR script?

Building a good IVR script takes some thought and knowing what's most important for your business. Let's break down the key steps.

Identify your goals

Start by identifying the goals and challenges you want your IVR system to address. To make a helpful script, you'll need to understand the questions and problems your customers often have. By predicting their needs, your IVR can provide quick answers without a live agent.

Make it easy to navigate

Once you understand your IVR’s purpose, write a simple script that helps callers find their answers in just a few steps. Ensure it’s easy to follow, guiding callers smoothly toward the information they need.

Align the script to your brand

The way your IVR script communicates should align with your brand’s voice. It should be easy for your customers to understand. Even though the IVR handles questions once answered by live agents, it should still reflect your brand.

Keep improving the script

Regularly review your IVR script and update it based on customer feedback and usage patterns. This helps it remain effective and user-friendly.

7 IVR script examples

IVR messages should be concise, swiftly guiding callers to the right answers. A good script helps customers and supports your customer service team by automating common queries and directing complex calls to the right agent.

Now, let's look at examples of IVR scripts for various scenarios. 

#1: General greeting scripts

The general greeting acts as the first "hello" your IVR gives to callers. It’s a key moment to make a strong first impression. For example: 

"Thanks for calling [your company name].

We're your go-to source for [briefly mention what you offer].

To continue in English, stay on the line. For Spanish, oprima uno. 

If you know the extension you need, please dial it or say it now. 

If not, stay on the line to hear more options. Thanks again for choosing [company name]. We value your business!"

Why does a greeting script matter?

Your greeting script is the first thing customers hear when they call for support. If it's too long or unclear, they might hang up. The best greetings are short and clear to get things off to a smooth start.

If you offer multilingual support, give customers the option to choose their preferred language right at the beginning.

#2: Menu options scripts

Menu option scripts guide callers to the right department. Consistency across all menu options ensure every customer has a similar experience.

Here’s what a menu script looks like:

"Thanks for calling [company name]. We'll be with you shortly. Please choose from the following options to help us direct your call:

• To reach Sales, press 1.
• For Customer Support, press 2.
• For Billing, press 3.
• If you need Tech Support, press 4.
• For anything else, press 5 or stay on the line.
• To hear these options again, press 9.

Just a heads-up, this call may be recorded for training and quality purposes.”

Why does a menu options script matter?

Seven out of ten companies have IVR containment rates of less than 30%. Confusing menu options are a big reason for this low rate. If callers don't understand their choices, they're more likely to hang up.

Prevent this by keeping your instructions brief and to the point. State the department name first, followed by the number to press.

Plivo makes building your IVR menu a breeze through tools like PHLO for drag-and-drop design or by coding it with your preferred SDK and Plivo XML. For added efficiency, the PreAnswer XML element can provide callers with key information while they wait.

You can also use PreAnswer to address frequently asked questions. If you have a department that receives the same questions repeatedly, record answers and play them to callers. This can reduce wait times and free up agents to handle more complex issues.

#3: Callback request scripts

Callback request scripts give customers a way to skip the wait on hold. They can simply request a call back when it's less busy and at a time that works for them.

Here’s an example of a callback request script:

"Hello, and thank you for calling [Company Name]. We value your time and are committed to helping you as soon as possible.

Our team is currently busy, but we'd be happy to call you back at your convenience. To schedule a callback, press 1.

If you prefer to stay on the line, please hold, or press 2 to leave a voicemail.

We appreciate your patience and look forward to connecting with you shortly. Thank you for choosing [Company Name]."

Why does a callback request script matter?

Offering a callback option shows customers that you value their time. Clear instructions, such as pressing a button to request a callback, enhance customer satisfaction.

Even if someone decides to stay on the line, just knowing they have the option can make a big difference.

#4: Appointment scheduling scripts

These scripts allow customers to book, confirm, or modify appointments via the IVR system. Your IVR menu should give customers the option to do it themselves or connect them to someone who can help.

Here’s what an appointment scheduling script typically looks like:

"Welcome to [Company Name]! We're ready to help you book your perfect appointment.

• To schedule a new appointment, press 1.
• To reschedule an existing appointment, press 2.
• To cancel an appointment, press 3.
• For other queries, press 4.
• If you'd prefer to talk to one of our booking experts, press 5 or stay on the line.

We’re here to help Monday through Friday, from [business hours].

Need to hear those options again? Just press 9.

We appreciate you choosing [Company Name] and can't wait to see you soon!"

Why does an appointment scheduling script matter?

Customers appreciate simplicity, especially when booking appointments. A clear and direct script allows them to manage their schedules quickly while reducing strain on agents handling this routine task.

#5: Call transfer scripts

A call transfer script explains what's happening when a customer is being transferred to someone else or a different team. Here’s an example: 

"Thank you for your patience.

We want to make sure you get the help you need, so we're transferring your call to an expert who can assist with your specific question.

Please hold for a moment. 

We value your call and appreciate you choosing [company name]."

Why does a call transfer script matter?

Call transfers happen occasionally, but they can confuse customers if not done smoothly. A good transfer message reassures them that the wait will be brief, and they won't need to repeat themselves.

#6: On hold or waiting message scripts

Waiting messages inform customers while they're waiting in line for the next available agent. Hold messages play when a call is being transferred, an agent is working to resolve an issue, or the call is connecting to a different team. Typically, both types of messages are repeated periodically, alternating with the hold music.

Here’s an example: 

"Thanks for calling [company name]. We're currently experiencing a high volume of calls but appreciate your patience.

You're number [x] in the queue with an estimated wait time of [y] minutes.

In the meantime, you can visit our website at [company website] for more information.

Thank you for choosing [company name]."

Why does an on hold or waiting message script matter?

Waiting can be frustrating, especially if the caller doesn’t know how long they’ll be on hold. Keeping customers updated with their position in the queue and an estimated wait time can reduce frustration and improve the overall experience.

#7: After-business hours message scripts

An after-business hours message notifies callers that your agents are unavailable and informs them when your business will reopen.

Here’s what an after-business hours script looks like:

"Thank you for calling [company name]. Our regular business hours are [start time] to [end time], [days of the week]. We're currently closed but will be happy to assist you when we reopen.

For urgent matters, visit our support center at [company website]. You'll find answers to common questions and troubleshooting tips there.

To leave a message and receive a callback during our business hours, please press 1.

We appreciate your patience and look forward to speaking with you soon. Thank you for choosing [company name]."

Why does an after business hours script matter?

Customers need to know when they can reach you again. Providing an after-hours message helps set clear expectations, builds trust, and offers them a way to leave a message for follow-up.

IVR script best practices

An IVR system is like having a helpful assistant in your contact center. It helps answer calls efficiently, connects people to the right departments, and ultimately improves customer satisfaction.

To ensure your IVR system works seamlessly, refer to these five IVR best practices.

#1: Keep it simple

Use plain language and offer clear choices. Avoid overwhelming callers with too many options or questions.

While IVR systems can be complex, simplicity is key to avoid confusion. Focus on the most common questions that the system can easily answer.

#2: Prioritize popular menu options 

Analyze customer data to determine the most popular menu options. Placing these at the top of your IVR menu can reduce frustration and improve call handling times.

For example, if most calls are about billing or account issues, place the "billing and account" option first.

#3: Map out customer paths

Before you start building your IVR menu, plan the different paths customers might take. Your menu will likely include multiple levels, starting with language selection. Some options may lead customers to a specific department, while others might connect them to a recording or automated system.

Consider offering different choices based on time. For instance, you might not want to offer sales options outside of business hours. Instead, you can let customers leave a message.

#4: A/B test your scripts

A/B testing your IVR scripts involves trying out two versions to see which one works best. This can help you identify which approach leads to shorter call times and greater customer satisfaction.

Test small changes like wording or the order of options, or try entirely different menu structures to optimize the experience.

#5: Offer an exit option

No matter how good your IVR system is, some customers will always prefer speaking to a live agent. Make it easy for them by offering an option to reach an agent in the menu. This prevents frustration and reduces hang-ups, guaranteeing that everyone has a path to the assistance they need.

Revamp your IVR system using Plivo

Plivo's Voice API gives you complete control over your IVR system, enabling you to create a great customer experience while managing costs. With service in over 220 countries and territories and a 99.99% uptime guarantee, Plivo is a reliable choice for your IVR needs.

Here are some of its advantages:

• Easy to use: Plivo's APIs and XML make it simple to build and manage your own custom IVR menus, even for complex interactions, without needing advanced technical knowledge.
• Flexibility: Customers can navigate your IVR using voice or keypad (DTMF), ensuring convenience for all.
• Outbound IVR: You can use Plivo's IVR for outbound calls, like for surveys, reminders, or voting.
• Scalability: Plivo is designed to handle large call volumes, so your IVR can grow with your business without any problems.
• Security: Plivo takes data security seriously by complying with industry standards like PCI DSS, GDPR, and HIPAA to keep your customer information safe.

On top of that, Plivo integrates automatic speech recognition (ASR), so your IVR system can understand and respond to customer inputs — whether they prefer to talk or use their keypad. 

Plivo also includes Answer Machine Detection (AMD), which uses heuristic algorithms to identify voicemail with high accuracy.  Rather than relying solely on a beep, Plivo analyzes factors like tone of voice and speech speed, ensuring reliable voicemail detection in just three to five seconds. 

Ready to create a customer-centric IVR experience? Contact us today to learn how Plivo can help you build an IVR system that improves customer service and streamlines your operations.

Cybersecurity threats are evolving daily, and a particularly dangerous scam is on the rise: SIM swapping fraud.

In 2023, the Internet Crime Complaint Center (IC3) reported more than $48 million in losses from SIM swapping fraud affecting both individuals and businesses. This type of fraud allows criminals to take control of your phone number, granting them access to sensitive information. A single SIM-swapping fraud attack can result in unauthorized access to personal data, significant financial loss, and long-term damage to your company’s reputation.

SIM swapping fraud targets businesses that rely on SMS-based authentication to secure accounts. In 2024, authentication use cases will account for over 50% of all SMS traffic. The growing reliance on SMS-based user verification increases the risk of SIM swapping correspondingly. However, solutions with built-in fraud protection, such as Plivo’s Verify API, make it possible to mitigate fraud risk with little effort. Here’s how to prevent SIM swapping fraud by following a few best practices to protect personal and organizational data. 

What is SIM swapping?

SIM swapping, also known as SIM jacking or the port-out scam, is a type of fraud where cyberattackers transfer a victim's phone number to a new SIM card.

Mobile networks rely on unique IDs embedded in each SIM card to route calls and text messages to the correct device. When a SIM swap occurs, all incoming network traffic, including calls, text messages, and verification codes, is redirected to the fraudster’s SIM card. The fraudster can then access any and all messaging traffic intended for the victim’s inbox. 

The main aim of SIM card swapping fraud is to exploit two-factor authentication (2FA) and gain access to valuable information, such as bank accounts, email, and social media platforms. SIM jacking intercepts one-time passwords (OTPs) and security codes, compromising all accounts that use 2FA.

How does SIM swapping work?

SIM swapping commonly occurs by tricking a mobile carrier into transferring a victim’s phone number.

Fraudsters first gather personal details about their target, such as their name, address, or answers to security questions, often through phishing attacks, data breaches, or purchases on the dark web.

The attacker uses this information to contact the victim's mobile carrier, impersonating them and claiming that their SIM card was lost or damaged. The fraudster then requests to port the number to a new SIM card. If the carrier fails to properly verify the fraud, the phone number is successfully transferred.

Once this happens, the fraudster receives all calls, texts, and verification messages meant for the victim.

SIM swapping can also occur through other methods, such as directly hacking a victim’s carrier account and updating their contact information. In some cases, insider threats come into play, where rogue employees at mobile carrier companies facilitate the swap for the attacker.

What is a SIM farm?

A SIM farm is a setup consisting of special hardware and software that manage multiple SIM cards simultaneously.

While SIM farms may be used for lawful objectives, such as testing mobile services or sending bulk marketing messages, fraudsters often utilize them to simplify illegal operations, such as:

• Sending fraudulent texts en masse
• Making fraudulent calls
• Conducting other fraudulent operations across several phone lines

SIM farms enable large-scale fraud by regularly switching between SIM cards and distributing activities across multiple numbers. This makes it challenging for cell carriers and law enforcement to detect suspicious patterns or ban offending numbers. Additionally, they allow attackers to bypass international phone charges and take advantage of weaknesses in SMS-based authentication systems.

A SIM farm typically operates using two key devices: a SIM box and a SIM bank. Here’s how each functions:

SIM box vs. SIM bank

How does a SIM farm work?

Here’s how SIM farms operate to conduct large-scale SIM swapping fraud:

1. Acquiring prepaid SIM cards from various carriers to avoid detection by a single telecom provider.
2. Integrating a SIM bank to centralize management for countless SIM cards, enabling remote access and automatic SIM switching based on usage patterns or network thresholds.
3. Connecting to SIM boxes to handle call routing, send bulk SMS messages, or make large volumes of calls from different numbers without physically handling the SIM cards.
4. Switching SIM cards dynamically to avoid detection and prevent any single SIM from exceeding traffic limits or drawing attention.
5. Automating international call/SMS routing to bypass local restrictions, preventing the likelihood of detection by telecom providers.
6. Monitoring and managing blocked SIM cards or those with connectivity issues to maintain a steady flow of fraudulent activity.

How does SIM swapping fraud affect businesses?

SIM swapping fraud poses serious risks for businesses, causing operational and reputational harm. Some key effects include:

• Security breaches: SIM swapping can bypass SMS-based 2FA, making businesses vulnerable to unauthorized access.
• Compromise customer data: Hackers can obtain sensitive customer information, leading to identity theft and data breaches.
• Reputation damage: A single SIM swap attack can erode customer trust, leading to bad publicity and loss of credibility.
• Financial loss: Fraud-related costs include direct financial theft and indirect expenses, such as customer compensation and legal fees.
• Network infiltration: Attackers can use SIM swapping to breach internal systems, exposing critical business data and intellectual property.

How to detect a SIM swap attack

Detecting a SIM swap attack early is crucial to mitigating its impact. Here are some key signs to watch for.

• Sudden loss of phone service: This could indicate that your SIM card has been deactivated and transferred to another device.
• Unusual account activity: Unauthorized logins or notifications from banks, social media, or email accounts could mean your phone number has been compromised.
• Inability to access accounts: If you can’t access services that use SMS-based authentication, such as online banking, it’s a strong indicator that your phone number has been hijacked.
• Unrecognized alerts from your mobile carrier: Notifications about changes to your SIM card or account, such as a new device activation you didn’t initiate, are red flags of a potential SIM swap.

How to prevent SIM swapping

Protecting your business from SIM swapping fraud requires vigilance and strong security measures. Here are some best practices to safeguard your accounts and data:

1. Set a PIN or passcode with your carrier: Most carriers offer the option to add an extra layer of security. Use a strong, unique code that makes it difficult to guess, as this will be required for any changes, including SIM swaps.
2. Monitor your accounts regularly: Watch out for anything unusual with your bank accounts, email addresses, and social media accounts. Ensure notifications are set up for logins from new devices or changes to account information.
3. Be cautious with public information: Fraudsters often exploit personal data from social media to answer security questions. Limit the amount of personal information you share publicly.
4. Review and secure account recovery options: Ensure backup emails, phone numbers, or security questions are robust enough to prevent attackers from easily exploiting them.

Prevent SIM swapping with Plivo

A strategic combination of technology and proven methodology can deduct SIM-swapping attacks and protect your business from becoming more vulnerable. 

With Plivo, you can validate phone numbers without interrupting the user flow. So, even when a SIM swap has occurred, the perpetrator doesn't have an opportunity to capitalize on it.

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Use Plivo’s Lookup API

The Plivo Lookup API, with its phone number validation and real-time analytics features, provides companies with the means to detect SIM swaps. You can improve your risk management with a reliable API call that will assess the phone number and return critical information about:

• Current network and original network details
• Roaming status and network changes
• Risk scores and unusual patterns that may indicate fraud

Checking these analytics can indicate any suspicious activity that occurred recently for a particular number, raising red flags.

Plivo’s pattern-based alerts

Even if the phone number is verified, there is a chance of fraudulent and illegal activities. Lookup includes built-in Fraud Shield, an AI-driven algorithm that helps monitor your messaging patterns, establish message thresholds, and send automatic alerts if an unusual pattern emerges. When a SIM swap is detected, you can put the account on temporary hold.

When discussing pattern-based alerts and how it helps detect SIM swaps, here’s what happens:

Spikes in traffic

A SIM swap fraudster usually tries to quickly take advantage of the victim’s phone number before the fraud is detected. This often involves sending or receiving many messages in a short amount of time to authorize access to accounts (e.g., bank logins, resetting passwords, or verifying transactions). This would cause an unusual surge in SMS traffic — far more than what a normal user would generate.

Low conversions

When a SIM swap happens, the original owner loses access to their phone number, but systems still try to send OTPs to the legitimate phone number. However, because the fraudster now controls the SIM, these OTPs fail to reach the original user, and the system may detect low conversion attempts and flag as suspicious.

Fraud thresholds for message control

To mitigate risks, you can use fraud thresholds for message control. If the threshold is exceeded, you have customizable options:

• Block and alert: Messages are blocked for 12 hours after a breach, and an alert is triggered.
• Alert only: An alert is sent, but messages are not blocked.

Plivo's dynamic controls will notify you of any unusual traffic patterns or surges when customized.

Protect your business with Plivo

Plivo's Lookup API, in conjunction with pattern-based alerts, can be a powerful tool for detecting fraudulent SIM swaps. Doing so can prevent your business from being vulnerable to further damage or associated risks and take needed measures.

Safeguarding your organization from SIM-swapping fraud is vital for protecting consumer security and retaining their trust. With Plivo’s advanced number validation solutions and Fraud Shield, you can secure critical accounts and improve overall communication security.

Contact us today to request a trial and protect your business from SIM swapping and other cybersecurity threats.

DoorDash, Carvana, and Bath Fitter—can you identify the common factor among these brands?

Recently, all of them were found violating the Telephone Consumer Protection Act (TCPA) by sending unsolicited telemarketing messages and texts without proper consumer consent. 

DoorDash sent over 566,000 unauthorized emails and 515,000 texts, resulting in a $2.01 million fine, while Carvana and Bath Fitter faced class action lawsuits for repeatedly contacting individuals on the National Do Not Call Registry and failing to provide clear opt-out mechanisms. 

Note that the TCPA allows for statutory damages ranging from $500 to $1,500 per violation. This can potentially expose non-compliant organizations to significant financial and legal repercussions. 

Besides, such escalations are often deeply damaging to the growth prospects of brands. 

Therefore, to avoid hefty fines and maintain a reputation, companies must prioritize SMS compliance. To help you get started, this blog post will walk you through everything you need about compliance guidelines and best practices.

Disclaimer:
This blog and the resources mentioned are for informational purposes only and do not constitute legal advice. Always consult a qualified legal expert.

Essential SMS marketing compliance guidelines 

In the US, rules around SMS compliance fall under the Federal Communications Commission (FCC), Federal Trade Commission (FTC), Cellular Telecommunications Industry Association (CTIA), state laws, etc. 

Some compliance guidelines are dynamically tailored to specific industry requirements and service provider protocols, with variations spanning financial services, healthcare, retail, and e-commerce sectors. These generally impose unique consent, privacy, and communication standards that extend beyond standard federal regulations.

Now, let’s quickly go over some laws and regulations you must be aware of:

TCPA (Telephone Consumer Protection Act)

The TCPA is a US federal law passed in 1991 to protect people from unwanted marketing calls, texts, and faxes. It applies to companies that use automated systems to send pre-recorded messages or SMS and lays down rules for businesses about how and when to contact consumers.

As noted before, companies that violate TCPA rules face a penalty of $500 to $1,500 for each non-compliant message. This number can quickly shoot up if violations happen frequently.

These penalties can quickly escalate, transforming a seemingly minor communication error into a multi-million-dollar legal challenge. For instance, ViSalus faced a staggering $925 million verdict for unauthorized robocalls, while AdaptHealth settled for at least $6 million for sending approximately 220,000 text messages after consumers requested to stop.

Beyond financial repercussions, TCPA violations can lead to significant reputational damage, loss of consumer trust, and potential long-term business disruption. The law's strict liability nature means that even unintentional violations can result in costly class-action lawsuits.

CTIA (Cellular Telecommunications Industry Association)

CTIA is a non-profit trade organization representing wireless communication sectors that establishes voluntary messaging guidelines to protect consumers from unwanted communications. 

While CTIA guidelines are not legally enforceable, they serve as industry best practices that mobile carriers, businesses, and service providers must follow to maintain ethical messaging standards. 

Non-compliance doesn't result in direct fines but can trigger carrier interventions like short code shutdowns, potential violations of other regulations like TCPA, and significant reputational damage. 

The primary purpose of CTIA is the following:  

• To ensure transparent, consent-based communication by setting clear rules around message content 
• Opt-in/opt-out processes and consumer protection ultimately maintain the integrity of mobile messaging ecosystems

Other important compliance laws

Businesses should also be aware of some other compliance laws, including: 

• CAN-SPAM Act: A U.S. law establishing rules for commercial email, giving recipients the right to stop emails and outlining penalties for violations.
• GDPR (General Data Protection Regulation): A comprehensive European Union data protection law that gives individuals control over their personal data and imposes strict rules on data handling and privacy.
• Privacy Act of 1974: A U.S. federal law governing the collection, maintenance, use, and dissemination of personally identifiable information by federal government agencies.
• Children's Online Privacy Protection Act (COPPA): A federal law protecting the privacy of children under 13 by regulating how online services can collect and use personal information from minors.

In addition to these, there are a few laws concerning business caller ID, state-specific laws, and more. 

Avoiding violation of SMS compliance rules

To avoid violating compliance rules, brands must take positive action. They should:

• Put the consumer first: Respect consumers’ privacy, preferences, and their right to choose what they want to receive
• Ensure accurate information: Always double-check the content of messages to ensure they are clear and truthful
• Implement strong data privacy measures:  Avoid sending unwanted texts or mishandling consumer data
• Engage in responsible marketing practices: Let consumers know about the brand and what you do, and avoid misleading them about promoted offers

• Employ anti-fraud measures in SMS messages: Monitor the performance of SMS campaigns to identify patterns that indicate fraud or abuse 

Best CTIA practices and guidelines for SMS marketing

According to CTIA’s Messaging Principles and Best Practices document published in May 2023, these are the four SMS marketing best practices companies should follow for SMS compliance:

1. Abide by legal messaging standards 

The CTIA outlines the following best practices to help businesses follow the legal messaging standards:

Secure consumer consent for messaging

Receive consent through a signed form or a digital opt-in. Gaining explicit, recorded permission to receive SMS messages is key.

Use clear, visible CTAs

Provide visible CTA buttons so consumers know what they’re opting into.

Provide opt-in and opt-out options

Set up simple ways for consumers to opt into SMS text. This could be through website forms, SMS keywords, or clicks from mobile devices. Consider customizing opt-ins for different campaigns, as it ensures people receive the content they want. 

Additionally, Always allow your audience to opt out easily, like unchecking a box or replying “STOP” to your SMS messages. Remember to remind them of this option regularly.

Maintain ethical practices

Avoid deceptive practices like using rented or shared opt-in lists. Maintain a clean subscriber list, update contact details regularly, and obtain such information ethically.

2. Prioritize privacy and security in messaging

Prioritizing privacy and security focuses on how businesses collect, store, and use consumer data. You need to make sure to:

Create and display a clear privacy policy

Provide a clear and accessible privacy policy that explains how you manage and utilize consumer information for SMS communications. Include links to your privacy policy on opt-in messages or forms.

Implement robust security measures and perform audits

Use encryption to protect personal information and minimize the risk of data breaches. Also, identify gaps in the systems and update security measures regularly to protect consumer data.

3. Ensure responsible and compliant messaging content 

You must follow other best practices, like avoiding spam, maintaining content transparency, and abiding by FCC guidelines, including additional legal frameworks. 

Prevent unlawful and deceptive content

Use systems that monitor messages that detect SMS messages with content that is harmful, abusive, or intended to deceive. 

Use clear and safe embedded website links

Any links in your messages should represent the sender and not redirect to misleading or harmful sites. Use URL shorteners carefully while ensuring all links lead to secure web addresses tied directly to your business.

Disclose embedded phone numbers

When including phone numbers, ensure they belong to a real person or business. Hidden or masked numbers are deceitful and can lead to potential legal issues.

Non-Consumer messaging best practices 

To manage telephone numbers and avoid deceptive messaging techniques, follow these strategies for non-consumer messaging:

Ensure appropriate use of numbers 

Only enable messaging for numbers directly assigned to you by a telecommunications provider. Misusing numbers leads to unwanted messaging, regulatory issues, and customer frustration.

Avoid certain messaging techniques

Do not resort to harmful techniques like snowshoe messaging, where content is spread across various phone numbers to avoid detection. Additionally, gray routes are another unauthorized messaging path that you must avoid.

Use numbers appropriately 

For high-volume messaging, use common short codes to have a more consumer-protected environment. In scenarios like ridesharing or delivery services, use proxy numbers to avoid revealing personal contact numbers.

How to uphold TCPA compliance standards

The TCPA emphasizes written consumer consent and fines and penalties for non-compliance. In addition to the guidelines already covered in CTIA, it lists various requirements for opting in and out of messages. 

To ensure you are meeting TCPA compliance standards, consider these aspects:

• Document consent acquisition and information: Maintain detailed records of every customer’s opt-in and opt-out status and update them regularly. 
• Maintain a DNC list: Also, keep a real-time, dynamically updated Do Not Call registry that integrates automated scrubbing technology to prevent unauthorized contact and minimize potential legal and financial risks.
• Be responsible for automated outreach: Send automated text messages only to those who have explicitly opted in. 
• Respect consumers’ boundaries: Respect time boundaries and do not message outside regular hours. 
• Consent above all: All outreach practices must comply with customer consent and TCPA regulations.

Ensure compliance with the new FCC rules

Notice how certain opt-in requests, forms, or prompts don’t mention the seller or company name from which you’ll receive SMS texts?

It is because the new FCC 23-107 rule closed the loophole that allowed companies to send SMS messages from multiple marketing partners based on a single consent. This completely changes how businesses collect and use consumer consent for marketing. 

Based on the new rule, here’s what you can do to be on the safe side:

• Adopt an omnichannel marketing approach to get proper consent from each customer for each company represented
• Receive direct, one-on-one permission for sales outreach to contact a customer
• Inform consumers about the automated texts they will receive from a specific seller
• Ensure content is related to consumers’ initial request for information
• Have a legally compliant record of consent 

To avoid violating this rule, mention the partners, sellers, or businesses the consumer will receive from upon opting in. For example, use phrases like, “I agree to receive promotional text messages from [Company Name].”

Moreover, you can include an option for customers to choose their preferences on the messages they want to receive. And as always, provide a straightforward way to opt out of SMS marketing messages.

Understanding GDPR guidelines for SMS marketing 

GDPR is a stringent European data privacy law with extraterritorial reach that applies to any US business collecting, processing, or storing the personal data of EU residents. The regulation mandates comprehensive data protection standards with significant financial consequences for non-compliance, including potential fines of up to €20 million (21.46 million USD) or 4% of global annual turnover, whichever is higher. 

These fines are enforced by the European Data Protection Board (EDPB) and apply regardless of the company's physical location if they handle EU resident data.

Key GDPR compliance guidelines for SMS and digital communications include: 

• Obtaining explicit consent: Before sending SMS messages, ensure that users provide explicit, informed consent. Explain how their data will be used, and give them the option to withdraw consent at any time.
• Providing opt-out options: Every SMS must include a clear, accessible way for recipients to opt out of future messages. Process opt-out requests immediately and update your contact lists.
• Data minimization: Collect only the data necessary to send SMS messages.
• Data security: Implement strong security measures to protect personal data used for SMS communications from unauthorized access, accidental loss, or disclosure. 
• Data transparency: Be transparent about how users’ data is used in SMS communications. 
• Data retention and deletion: Retain personal data used for SMS communications only as long as necessary.
  

Meet all your SMS compliance needs with Plivo CX

Plivo CX offers an end-to-end SMS marketing platform that enables businesses to create and manage personalized messaging campaigns. 

With this platform, you can segment your customer base depending on specific attributes, deliver SMS exactly when customers need it for maximum engagement, use the built-in AI-driven copywriter tool to generate and modify SMS at scale and monitor the impact of the campaigns. 

The best part is that the platform leverages Plivo’s premium carrier network that spans 220+ countries across the globe. This low latency network ensures companies can reduce their SMS marketing expenses by 70% while driving 3X ROI on campaigns.

Besides this, Plivo’s SMS API platform offers several features to assist businesses in maintaining SMS compliance:

• Built-in compliance management: The platform automatically handles regulatory and data compliance requirements, allowing businesses to scale their SMS operations.
• Automated opt-out processing: The system automatically handles customer opt-out messages like "Stop" and "Cancel" on long codes, ensuring compliance with messaging regulations.
• Smart rate limiting: Implements automatic controls to maintain compliance with messaging frequency and throughput regulations specific to each country's source numbers.
• Message security: SMS message content is never stored within message detail records, and all debug logs are automatically purged after 30 days.
• Sensitive data handling: Offers special features for healthcare and regulated industries, including the option to disable logging and phone number masking capabilities. 

Ready to take your SMS compliance and marketing efforts to the next level? 

Book your demo today!

For any brand to engage with high-value customers, rich SMS marketing remains a winning strategy. If you’re wondering why,  the answer lies in your pocket or in your hand— it’s your smartphone. On  average, a user checks their device 96 times a day. For e-commerce brands looking to send text messages, that’s 96 opportunities to make a sale. 

Interestingly, Grand View Research Inc.’s data shows that the U.S. SMS marketing market size is expected to reach $9.96 billion by 2030, expanding at a CAGR of 20.8%.

Clearly, traditional SMS marketing isn’t going anywhere anytime soon; however, rich SMS is really starting to take off as companies lean into apps like WhatsApp. Unlike standard SMS, which sticks to a 160-character limit, rich SMS gives you the freedom to share more detailed information. 

We all know how tricky it can be to get your point across in just a few words, right? That’s why rich SMS is a much better option—it lets you link to landing pages where you can provide even more info.

Rich SMS helps companies run SMS campaigns that convert leads way better while also making the customer experience smoother with clear calls to action on those landing pages. With rich SMS, businesses can connect with consumers on a deeper level by creating an interactive experience.

In this blog post, we’ll explore what rich SMS marketing is, how it works, and how you can build a stellar campaign that can benefit your business. 

What is rich SMS marketing?

Rich SMS is like the upgraded version of the classic SMS. It's much more practical because it can include a short clickable link that directs people to a specialized page. This link helps you get around the 150-character limit of regular SMS.

A rich SMS looks like a regular SMS but includes a hyperlink at the end. There are two types of hyperlinks you can add to rich SMS. First up, we have clean URLs. These are the classic links that you copy directly into the message, and they show up in full text for the recipient. Then there are short URLs, which are condensed versions of links. They help you save characters in your SMS, allowing you to say more with less.

So, what makes rich text messaging so special? It’s all about how it pairs with landing pages. This combo not only attracts and converts prospects but also builds customer loyalty and encourages actions like buying, renting, subscribing, registering, or filling a form.

For companies in the retail, e-commerce, and food delivery space, the combination of rich SMS and landing pages is a real game changer.

Plus, rich SMS can be packed with multimedia content, making the interaction between the sender and the recipient much more engaging. This could be anything from photos and videos to files and voice messages. This is called the rich communication services (RCS) message — another step forward from the traditional SMS that helps businesses get closer to their customers and prospects.

Think of RCS messages as the Android equivalent of Apple’s iMessage. They blend the best features of messaging apps like WhatsApp, Facebook Messenger, and WeChat right into the SMS format. 

How a successful rich SMS marketing campaign can benefit your business 

Fifty-two percent of consumers have purchased products and 38% have opted for services after receiving brand messages via text/SMS or other messaging platform. This really shows how a well-executed rich SMS campaign can bring real benefits to a business.

Here are five ways a successful rich SMS marketing campaign can benefit your business. 

1. Strengthen your brand 

Brand awareness is all about how well people know and remember your brand, and the positive feelings they associate with it. Rich SMS or even traditional SMS marketing can be a powerful tool for boosting your brand awareness.

In a 2022 survey of U.S. consumers, 47% of millennials said they enjoy being contacted by brands through text messages. Interestingly, 44% of Generation Z respondents felt the same way. 

You can send welcome texts to highlight what makes your brand special, share updates on new offerings, or even ask customers for their feedback. This keeps your brand top of mind and shows that you genuinely care about their opinions. SMS is a great way to spread the word about your e-commerce brand.

2. Build personal connections with your customers

Rich SMS gives you a direct channel to your recipients, guaranteeing that they receive your message on their mobile devices. Ninety-five percent SMS messages are usually opened and read within three minutes of delivery, making SMS one of the best marketing methods with minimal costs.  

3. Better engagement with your products and services 

As per Google Data,  74% of individuals are likely to engage with a brand using RCS. It instills a sense of urgency; whether it’s a flash sale or a new product launch, sending a rich SMS with multimedia content that highlights the deal can prompt your customers to take action. 

4. Personalized approach to boost brand loyalty

With rich SMS marketing, you can tailor messages for each customer based on their individual interests and behaviors. In fact, personalization is no longer optional, it’s an essential component of customer experience.

The 2024 State of Customer Service and CX Study revealed that 81% of customers prefer companies that offer a personalized experience. By personalizing your communications, you can boost brand loyalty and enhance the customer experience. For example, if you know someone's birthday is coming up, you could send them a personalized abandoned cart message along with a special birthday discount!

5. Drive traffic to other platforms like websites/apps.

You can incorporate rich SMS into a more comprehensive marketing plan. It can be integrated with social media, email campaigns, and other channels to create a unified marketing campaign that maximizes impact and reach.

How rich SMS works 

Rich SMS is a great way to not only attract new customers but also retain existing ones. Let’s explore a few examples to show you how all of this works.

You’re an e-commerce business wanting to connect with your customers soon after they make a purchase. Sending a rich SMS the day after they buy your product or service is a prime opportunity to strengthen your relationship with them. You can include a link to a helpful tutorial on how they can use their new product, a list of complementary items they might find useful, or even a landing page highlighting your brand.

The goal is to give your customers a chance to learn more about your company, helping them feel more connected to your brand. Alternatively, consider sharing a link to a feedback survey — this could provide valuable insights and even lead to new marketing opportunities!

To enhance customer loyalty, you can share links to exclusive coupons or grant them access to private sales and free trials. When customers feel appreciated, they’re more likely to return and make additional purchases.

Rich SMS can also help you tackle those abandoned carts. A quick message can encourage customers to finish their orders or direct them to similar products that might interest them. With this approach, you can significantly boost your sales and conversion rates.

Lastly, don’t forget about inactive customers. If one of your regular customers hasn’t visited your site in months, send them a rich SMS with a promotional offer to re-engage them. It could be just what they were looking for.

How to create a rich SMS marketing campaign using Plivo CX Engage

Sending a message to a customer is personal. Businesses need to be thoughtful, crafting each message with the goal of building a genuine connection. Every brand goes through a process of trial and error before they discover the perfect message that keeps customers coming back for the long term.

SMS is a powerful tool for keeping customers engaged. Offering early access to promotions, sharing new product updates, and sending exclusive offers can keep your loyal customers in the loop. Strengthen these connections even further with quick feedback requests and personalized recommendations.

These regular touchpoints keep your brand top of mind and build lasting relationships that drive repeat purchases. With an omnichannel customer engagement tool like Plivo CX, which integrates with Shopify, you can create targeted, personalized rich SMS marketing campaigns that drive engagement and revenue.

Here are five easy steps to help you get started with a targeted rich SMS campaign in Plivo CX: 

1. Define the objective 

Clearly outline the goals of your marketing campaign. 

Are you planning to:

• Increase sales?
• Launch a new product?
• Boost engagement?
• Increase brand awareness?

Know the why behind your campaign. Fifty eight percent of consumers unsubscribe from brand messages when they feel bombarded, so it’s crucial to have a clear purpose and timing in mind. Focus on delivering the right message at the right moment. Once you’ve nailed down your objective, plan your strategy to launch a campaign that truly resonates.

2. Know your audience

A targeted list of subscribers is essential for any successful rich SMS campaign. Plivo CX’s Audiences feature syncs your Shopify contacts in real time and offers an excellent solution for managing and targeting your SMS subscribers.

With Audiences, you can organize your subscribers into targeted segments based on demographics, purchasing behavior, or engagement level. This ensures your campaigns are highly relevant. The best part? You can create segments with unlimited rules and send hyper-relevant messages to your subscribers.

3. Craft a personalized message 

Use Plivo CX Engage's Copywriter AI to create personalized messages that truly connect with your audience. Tailor content to reflect recipients' interests, purchase history, or past interactions for a more engaging experience.

To craft your message, simply enter the following into Copywriter AI:

• Define your AI objective
• Describe  your message idea
• Choose whether to add emojis or images 
• Select your  brand voice 
• Set  the message length 
• Specify timing and urgency
• Enter product or service details 
• State the desired action for the user

After entering the details,  AI Copywriter will share multiple options with you. You can review and fine-tune your content before sending. 

4. Scheduling messages at the right time

The Campaigns feature in Plivo CX will assist you in scheduling the messages at the right time to your audience. 

Before creating any campaign, make sure to understand: 

• Who you’re sending to 
• What you’re sending 
• When to send it

Once you have clarity on these,  setting up a campaign in Plivo CX is seamless. 

Select your audience from the lists and segments. 

Select the channel through which you wish to deliver the message. 

Choose the Send Now / Send Later option depending on which you prefer. 

The Send Now feature sends the campaign immediately. Using Send Later, you can schedule the campaign according to the time zone you’d prefer, and then select date and time. 

Once you have selected your time preference, create the message or use AI Copywriter to generate one. 

Review your campaign and then hit Publish. 

5. Gauge the KPIs and iterate

Once the campaign goes live, you can identify and track key performance indicators, such as sent, delivered, and click rates. Continuously analyze the performance of your campaigns to understand which strategies work best. Use this data to refine and optimize future rich SMS campaigns, ensuring ongoing improvement and success.

Rich Messaging via WhatsApp and Apple Messages for Business 

Rich messaging has transformed how businesses communicate with their customers through platforms like WhatsApp and Apple Messages for Business. 

On WhatsApp, rich messaging enables businesses to send interactive and engaging content, such as images, videos, and audio messages, directly with customers. This platform supports quick replies, allowing users to choose from predefined responses, which streamlines interactions. Additionally, WhatsApp’s rich messaging includes features like product carousels, location sharing, and integration with payment gateways, creating a seamless experience for both businesses and consumers.

Apple Messages for Business also offers robust rich messaging capabilities, enabling businesses to connect with customers through the Messages app. It supports features like rich links that display previews of shared content and Apple Pay integration for secure transactions. Businesses can also leverage custom iMessage apps to deliver personalized customer experiences. Apple Messages for Business also facilitates interactive customer service with options like appointment scheduling and product browsing right within the messaging interface.

Overall, rich messaging on both WhatsApp and Apple Messages for Business boosts customer engagement by offering interactive, efficient, and convenient communication channels.

Kickstart your rich SMS marketing campaigns with Plivo CX

Businesses across every sector need to elevate their rich SMS marketing strategy to stay relevant with  customers. By laying out a solid strategy, you can create impactful campaigns that foster meaningful interactions.

It’s clear that to manage rich SMS campaigns for maximum ROI, you need a reliable platform like Plivo CX to keep things efficient and impactful.

With Plivo CX, you can easily send personalized messages across a premium network that reaches over 220 countries and territories. Here’s what Plivo CX brings to the table:

• Create custom audience segments with the Audience feature
• Automate timely responses through Journeys
• Schedule campaigns for peak engagement

And with the Copywriter AI, crafting engaging messages is a breeze — no need for a big content team to keep things running smoothly. Ready to launch? Sign up with Plivo CX and start your rich SMS marketing campaign today!

FAQs 

What are the channels that Plivo CX Engage supports?

Currently, Plivo CX supports SMS and WhatsApp.

What are the pricing plans available for Plivo CX Engage?

Currently, we have four different pricing plans available: 

• Starter: starts at $0/month and allows up to 1,000 contacts 
•  Growth: starts at $99/month and allows up to 5,000 contacts 
• Pro: starts at $299/month and allows up to 25,000 contacts
•  Enterprise: starts at $999/month and allows unlimited contacts 

Do I have to import contacts from Shopify every time for the campaign? 

No, you do not need to import contacts from Shopify every time for a new campaign. Once you have connected your store, it’ll be automatically updated. 

Name the regulations that Plivo CX Enage is compliant with.

Plivo CX is compliant with various regulations like GDPR, SOC2, HIPAA, and PCI-DSS.

Is SMS marketing worth it? As per the 2023 Mobile Consumer Trends report, more than 2 in 5 users want to hear from brands via both SMS and push notifications. Based on this data, there’s definitely good traction for SMS marketing. But is it generating the right amount of returns for businesses? You have to find out by calculating the return on investment (ROI) on SMS campaigns.

Let’s dive into what SMS marketing ROI is, how you can calculate it for your campaigns, and how you can  optimize it using a tool like Plivo CX.

What is SMS Marketing ROI and what are the factors that influence it?

SMS marketing ROI is a metric that  measures the profitability of SMS campaigns, essentially showing whether you’re achieving the   right returns on your investment  in  these campaigns. 

Top factors that influence SMS marketing ROI include:

• Relevant and concise content
• Appropriate timing
• Personalized messaging
• Frequency of messages

What is an average SMS marketing ROI?

Figuring out the average SMS marketing ROI can be tricky because it varies a lot depending on the brand, industry, campaign, and what you're trying to achieve. 

Upcity surveyed 300 digital marketing professionals on the effectiveness of SMS marketing campaigns, and the results were impressive:  51% of small and medium business marketers reported an average ROI of $21 to $40 for every dollar spent on their SMS marketing efforts.

The higher your ROI is above 100%, the better. A 100% ROI means you broke even — essentially, you earned back exactly what you spent. But when your ROI exceeds 100 percent, that means you’ve made a profit.

Why SMS marketing ROI matters

 Monitoring SMS marketing ROI is crucial for several  reasons: 

1. Optimizes budget

Knowing what works and what doesn’t allows you to allocate your budget more effectively to maximize ROI. You can spend more on  high-performing campaigns  and reduce spending   on underperforming ones.  

2. Improves performance

Calculating SMS marketing ROI helps in optimizing campaigns.  Since marketing is often a process of trial and error, regularly assessing ROI on your SMS marketing lets you determine if an idea is successful or needs adjustment.

By allocating a small budget to new ideas and measuring their ROI, you can iterate until achieving optimal performance.

3. Builds long-term strategy

 Tracking the SMS marketing ROI of different campaigns   provides valuable insights into   customer behavior and preferences. This information  helps you plan more effective future campaigns and build a robust long-term strategy.

Steps to calculate ROI on SMS marketing campaigns

Measuring SMS marketing ROI means  assessing how much profit you gain from your  investment. 

Here’s a step-by-step guide for calculating SMS marketing ROI:

1. Determine total revenue

Find the total revenue generated by the campaign, such as from conversions, purchases, etc. 

2. Define campaign cost

Add  up all the costs associated with creating the SMS campaign, including SMS marketing platform fees and any other  expenses.

3. Determine net profit

Calculate your profit by subtracting total campaign cost from the revenue.   

Net profit = Total revenue - Total campaign cost

4. Calculate ROI

You can calculate ROI with a simple formula:

ROI percentage = (Net profit/Campaign cost)*100

Let's look at  an example. Suppose you planned an SMS marketing campaign where  you sent promotional emails to 15,000 contacts using the Plivo CX Growth plan (priced at $99 per month). Out of 15,000 contacts, 800 customers  made a purchase of $50 each.

Total revenue = 800 * $50 = $4,000

Campaign cost = $99

Net profit = Total revenue - Campaign cost = $4,000 - $99 = $3,901

ROI = (Net profit/Campaign cost)*100 = (3,901/99)*100 = 3940.40%

How you can improve SMS marketing ROI

Implement the following tips to boost SMS marketing ROI:

1. Segment audience

One of the simplest SMS marketing best practices is to segment your  audience so that subscribers  receive only the messages that are most relevant to them. Segmentation enables you to send  targeted messages to specific subscriber groups based on their interests, demographics, behaviors, or other characteristics, increasing engagement and conversion rates. 

Tip: Use an SMS marketing automation platform like Plivo CX for SMS marketing that automates the segmentation process by automatically categorizing users into segments based on key characteristics like demographics, browsing activity, online behavior, etc. With Plivo CX, you can run well-targeted campaigns tailored to specific  user segments. 

2. Optimize messages

Another important step to increase the ROI of SMS campaigns is to optimize your  messages by making the following changes:

• Keep  messages concise
• Make them engaging by using graphics
• Personalize messages based on customer data
• Add a clear, strong call to action
• Include social proof (if relevant)

Tip: Creating and optimizing  multiple campaigns is time-consuming. Simplify this with  AI. 

Plivo CX includes an AI assistant that helps create optimized campaigns with a single click. Once you determine the goal, parameters, timing, urgency, and even voice of the message, Copywriter AI will instantly craft options for you and even fine-tune the messages before sending. 

3. Optimize timing and frequency

Optimizing messages alone isn’t enough; finding the right timing and frequency is also essential. 

Bombarding customers with too many messages is the top reason consumers opt out of SMS marketing — nearly 60% of smartphone users cite excessive updates as the main reason for turning off notifications or unsubscribing from SMS messages. 

Finding the ideal timing and frequency often involves a process of trial and error.

Tip: 

Instead of testing times randomly, leverage past data to identify the best times to send messages. AI can make this process easier by analyzing historical data and spotting trends. Plivo CX’s AI assistant can help pinpoint optimal message timing.

4. Test campaigns

Segmenting users and optimizing messages are effective steps, but testing is crucial to know what works best.  

Run test campaigns and  analyze metrics regularly to understand what’s working well. 

Testing variations of messages on a smaller budget can provide insights before committing to larger investments. 

Tip: Track all the key metrics of all campaigns to assess effectiveness. Plivo CX automatically tracks important metrics such as open rate, click rate, converted rate, and revenue. 

Plivo CX also integrates seamlessly with Shopify, allowing you to track both SMS marketing campaigns alongside  order data for more accurate  conversion insights. 

Just remember, optimizing your SMS marketing ROI isn’t something you do once and forget about — it’s an ongoing process. 

Make it a habit to regularly check your data and tweak your strategy as you go. By staying on top of the key metrics and always looking for ways to improve, you’ll be well on your way to getting the most out of your SMS marketing efforts.

Run SMS marketing campaigns with Plivo CX

Plivo CX is a robust SMS marketing platform designed to help your Shopify brand drive real success with SMS marketing. 

By partnering with Plivo CX, you’ll effectively communicate with your existing customers, expand your marketing list, optimize lead generation cycles, and more.

Currently tailored for e-commerce businesses, Plivo CX helps you engage with customers across SMS, MMS, WhatsApp, and email . It offers all the key features required to boost your SMS marketing ROI:

✅Segmentation

✅AI assistant

✅Reporting and analytics

Plivo CX also leverages  Plivo’s premium carrier network, enabling you  to send personalized messages to over 220 countries and territories.

Ready to optimize your SMS marketing ROI? Schedule a demo today to explore the powerful features and capabilities of Plivo CX Engage.

 By reducing external dependence, Plivo assures high SMS deliverability and affordability. You can send a text message in the US for as little as $0.0065 via Plivo compared to the $0.0150/SMS cost of competitors. 

“I could tell from the get-go that Plivo was going to offer outstanding service compared to some of the other SMS providers. ​Anytime we've ever reached out to Plivo for any questions, we get responses quickly and with answers that make sense.” ~ Jacob Martinez, Product Owner, Deckers.

FAQs

1. What is the formula for SMS ROI?

SMS ROI is calculated by dividing the profit of the campaign against the total investment. A simple SMS marketing ROI formula for a marketing campaign is: ROI percentage = ((Total revenue - Campaign cost)/Campaign cost)*100.

2. What factors influence SMS marketing ROI?

The primary factors that influence SMS marketing ROI include:

• Relevant and concise content
• Appropriate timing
• Personalized messages
• Frequency of messages

3. What kind of messages can I send in my SMS marketing campaign?

The most common examples of SMS marketing are:

• Welcome messages
• Flash deals
• Personalized updates
• Product order and shipping updates
• Festive offers
• Personalized offers

4. What is a good SMS marketing ROI?

Companies are experiencing a positive SMS marketing ROI of  $21 to $40 for every dollar spent on their SMS marketing campaigns.

5. Can SMS marketing ROI fluctuate over time?

Yes, SMS marketing ROI can fluctuate over time depending on market dynamics, consumer demands, competition, and campaigns. It's important to optimize  SMS campaigns regularly for  best performance.

According to McKinsey, companies excelling at customer experience personalization can generate 40% more revenue from marketing activities than average players in 2023. On top of that, Accenture data suggests that 83% of consumers are willing to share their data for a personalized experience. 

Therefore, it’s evident: the stage is set, and the right time to personalize customer experience is now. This is also why 36% of companies in AMER consider this a top priority and plan to invest more resources in it.

But the question is, how do you go about personalizing customer experience? What are the steps you must take to develop a solid strategy that brings the maximum ROI?

In this blog post, we’ll explore the step-by-step process for successfully creating a personalized experience for your buyers and building a loyal customer base. 

What is a personalized customer experience?

Personalized customer experience focuses on making your customers feel special and understood. It's like being a great host at a party—you remember your guests' preferences, anticipate their needs, and make them feel right at home.

For brands, this means getting to know your customers on a deeper level—understanding what makes them tick, what they like, and what they're looking for when they interact with your brand. Then, you use this knowledge to tailor their experience just for them.

According to a 2024 Deloitte report, 50% more brands now consider personalization a core component of their customer strategy compared to two years ago. Additionally, brands plan to increase spending on personalization by an average of 29% in 2024. 

Key elements of personalization

• Understanding individual customer preferences
• Anticipating their needs
• Tailoring interactions across all touchpoints regardless of channels 
• Creating seamless experiences across storefronts
  

Think of it as the difference between walking into a store where nobody knows you versus your favorite local coffee shop where the barista starts making your usual order as soon as you walk in. That's the kind of personalized touch we're talking about but on a larger scale.

Benefits of a personalized customer experience

Mckinsey notes that a significant 71% of consumers expect personalized interactions from companies, and 76% express frustration when these expectations are unmet. With that in mind, let us explore the top four benefits of highly personalized customer experiences:

1.Boosts customer engagement 

According to a 2024 Statista survey, 51% of marketers report improved customer experience as one of the main benefits of a personalization strategy. Such strategies prompt users to interact with your branded messages and content, which in turn increases customer engagement, improves in-store experience and results in more sales.

2.Increases revenue

Personalized customer experience has the potential to increase brand revenue. The Deloitte study indicates that more than 8 in 10 consumers point to personalized offers as a significant influence on their purchase decisions. Clearly, marketers should leverage these tactics and position their brands as the top choice among their customers. 

3.Improves customer satisfaction

According to the 2024 Deloitte study, brands that make personalization efforts experience 57% more customer satisfaction than brands that are yet to streamline their efforts. 

Tailored product recommendations, optimized user interactions, and swift responses often make customers feel more understood and valued, resulting in higher customer satisfaction. And as the saying goes, a satisfied customer means a loyal customer.

4.Builds customer trust

When you actively listen to your customers and use their feedback to design unique user experiences, it sends a clear message that your brand genuinely cares about their needs and preferences. 

In fact, consumers expect brands to demonstrate whether they know them on a personal level. However, they prioritize tangible benefits from personalization, with 78% wanting it to help them save money.

7 steps to create a personalized customer experience

According to the Deloitte report, personalization leaders outperform low-maturity brands across several key metrics, such as:

• Conversion rate: 54% for personalization leaders vs. 38% for low-maturity brands
• Customer satisfaction: 61% vs. 37%
• Lifetime value: 57% vs. 29%
• Customer engagement: 61% vs. 44%
  

These statistics highlight the effectiveness of well-executed personalization tactics. To ensure you also develop such an impactful strategy and reap the benefits, follow this step-by-step process:

1. Learn about your customers

You cannot deliver personalized customer experiences without understanding your customers. So, go beyond the basic information by comprehensively using AI for customer experience and identifying what they need.

For example, you can analyze these data points using ML and NLP algorithms to build customer personas and understand your audience better:

• Basic information: Name, age, address, email, phone number, and date of birth
• Demographics: Location, lifestyle, culture, marital status, job title, and income 
• Product-related: Pain points, interests, challenges, goals, and desires
• Consumer behavior: Pages viewed, time on site, items on wishlist, items added to cart, and social media engagement
• Repeat customer data: Past purchases, average order value, customer lifetime value, and the time interval between purchases

Subsequently, consolidate these data points from email and marketing software solutions, CRMs, and content management systems into a single database to streamline your personalization efforts. 

2. Segment your customers

Customer segmentation is another key component of your personalization strategy. It involves classifying your audience into different groups based on their shared personalities, which will help you target diverse customer groups with super-focussed messages, resonating with your audience and driving more responses. 

To help you get started, segment your traffic based on the following conditions: 

• Geolocation/IP address: Group people from the same city, state, and country
• Traffic sources: Organic search, social media links, pay-per-click, special offers using influencers' links, and email marketing
• Behaviors: Page visits, clicks, downloads, and video plays 
• Customer stage: New leads, repeat buyers, cart abandoners, VIP customers, and newsletter subscribers 

You can try the Engage module of Plivo CX to appropriately segment your customers based on key attributes. No coding is required. 

Simply import contacts from various sources like your eCommerce store, landing pages, and forms. Gain a comprehensive view of your customers with insights into their activity and purchase history. Then, utilize the intuitive segment builder to create targeted audiences based on specific attributes, enabling personalized messaging and effective marketing campaigns.

3. Test personalization efforts across channels

Embracing omnichannel support helps you reach customers through the communication channel they prefer the most. Once you've completed the basic setup, test and optimize your personalization efforts across different channels. You can do it this way: 

1. Choose the proper channels for personalizing content, communication, and products. 
2. Next, start small by showing relevant languages, currencies, and shipping details based on different customers’ location data. 
3. You can also try suggesting relevant products based on each customer’s job, income, and purchase behavior.

Another great way to implement personalized product recommendations is by displaying ‘Bestsellers,’ ‘Frequently Bought Together,’ ‘Most Popular,’ and ‘Continue Shopping’ lists to help customers pick up where they left off and find relevant items based on their previous purchases.

As an all-in-one, omnichannel customer service platform, Plivo CX comes with a unified agent desktop that brings together multiple channels, like email, voice, SMS, WhatsApp, and live chat, in a single window pane. 

Agents no longer need to switch between channels to find the 360° customer context and offer effective solutions. On the other hand, customers can approach your brand on their preferred channels, making this a win-win feature for both stakeholders. 

4. Gather customer feedback

Since customers' needs and expectations evolve constantly, it's essential to monitor satisfaction levels and modify brand strategies. Gather customer feedback and use analytics tools to understand what works and what doesn't. 

You can also create different types of surveys—single-answer questions, multiple-choice, dropdown, emojis, and numerical scales—and embed them on your website, blog page, emails, checkout pages, and mobile app to collect feedback. 

Plivo CX offers comprehensive Metrics & Reporting so that you can execute real-time monitoring of queue, operations, and agent performance. With historical reports, assess past performance to identify trends and areas for improvement. The tool also lets you gather customer feedback to measure satisfaction and identify improvement opportunities.

💡Tip: Wondering how to get started? Use simple questions such as “How do you like our personalized recommendations?” or “How likely are you to recommend our products to your friend?” that customers can answer on a scale of 1 to 5. 

5. Adopt real-time customer engagement

Real-time customer engagement can enhance the efficiency of your personalization strategies and increase conversion rates. You can achieve this by contacting customers on social media platforms, sending personalized push notifications, and using gamification. 

Give your customers instant support with Plivo CX's smart self-service chatbots. These OpenAI-powered bots can handle routine inquiries, so customers get quick answers 24/7. Plus, you can train the bots with custom datasets to ensure maximum relevancy in responses. 

This intelligent solution not only reduces response times but also frees up agents to focus on higher-value tasks, leading to a more productive and customer-centric support team working towards hyperfocused customer engagement.

Read more: Automation in Action: 6 Ways Companies Are Nailing Customer Service

6. Leverage AI to boost personalization

Using Artificial Intelligence (AI) technologies can help you personalize customer experience at scale. AI tools can effectively analyze large amounts of customer data to identify patterns, understand expectations, and anticipate needs. 

This will allow you to offer tailored product recommendations for each customer and proactively address their issues. 

Plivo CX goes beyond basic chatbot functionality by incorporating advanced AI capabilities to streamline your customer service operations. Our AI engine can intelligently categorize and prioritize incoming tickets, ensuring that urgent issues are addressed promptly. 

Furthermore, you can customize AI agents with guardrails to reflect your brand's identity, policies, and processes. This ensures that your AI stays on topic and consistently aligns with your company's standards, providing a cohesive and engaging customer experience.

7. Ensure data privacy

Here are some tips to help you secure customer data and prevent potential data breaches:

• Use password management tools to create and store complex passwords 
• Limit data access to support agents and marketing managers
• Eliminate data silos and store customers' data in a unified, secured place  
• Ensure the personalization tool you use complies with industry regulations such as GDPR, HIPAA, CCPA, PCI DSS, and SOC 2 to protect customer data
• Conduct regular security audits and assessments to detect any new threats

When it comes to data security, Plivo CX takes complete security ownership of your data. We employ a multi-layered approach to security, encompassing physical, network, application, and data protection measures. 

Our infrastructure is hosted in state-of-the-art facilities with 24/7 surveillance and strict access controls. All data is encrypted in transit and at rest, and we maintain strict access limitations to protect sensitive information. 

Plus, we undergo regular audits to ensure compliance with industry standards like SOC 2, HIPAA/HITECH, PCI DSS, ISO 27001:2022, and so on. 

Enjoy the benefits of personalized customer experience with Plivo CX

Modern customers expect personalized customer experiences across all channels, from voice calls, emails, texts, live chat, or social media. Therefore, generic content and product recommendations don’t cut it anymore and could bleed you out in the competition. 

The Service module of Plivo CX offers a comprehensive suite of features to help you better understand customers’ expectations and deliver personalized experiences. The platform's intuitive AI-powered chatbots, IVR, omnichannel support, and unified agent desktop can help you live up to their expectations with prompt and nuanced responses. 

On the other hand, in the Engage module of Plivo CX, you can use a handy segment builder to target specific audiences based on specific attributes. 

Finally, the tool is GDPR, SOC-2, HIPAA, and CPRA compliant. Therefore, there are no concerns about data security or cyber threats.  

Ready to take your personalization game to the next level? 

Book a demo today!