Scenario 1: ‍

I called the telecom customer service and was warmly greeted by a cheerful representative. We chatted pleasantly, and I felt comfortable, but when I described my issue, they seemed unsure, and it took over an hour to resolve. Eventually, I was transferred to a more knowledgeable team member.

Scenario 2:

I contacted customer service and quickly reached an expert who immediately understood my issue. Within 15 minutes, they efficiently guided me through the solution and resolved the problem.

Which experience would you prefer as a customer? The winner is obvious. 

Likewise, your customers may find friendly interactions valuable, but often, the real measure of excellence is the efficiency and competence of the customer service team. Strategically enhancing support strategies boosts customer satisfaction, improves retention, and strengthens business performance.

In this blog post, we’ll analyze how to elevate customer service efficiency to enhance satisfaction and retention.

Why stellar customer service is non-negotiable

Time is the most critical parameter for customers when assessing the quality of your customer service.  

Imagine waiting fifteen hours before being told your request was denied due to an error.  Frustrating, right?  Although the company eventually resolved the customer’s issue after calling back, the company had no record of his marathon call.

Here’s another example where a customer posted about the ordeal of struggling for two months, which raised an escalation after much effort. Even after that, the support team didn’t resolve the issue and continued stalling the customer for six months without any solution.

There are many such examples of terrible customer experiences. Also, Deloitte’s research reveals that brands focused on customer experience are 60% more profitable. So, the point is clear: this shift in perspective shows that increasing investments in customer service efficiency isn't just an expense but a key factor in driving revenue and enhancing profitability.

In essence, customer service efficiency is critical as it influences various key business outcomes:

• Cost reduction: Efficient customer service allows you to handle more inquiries with fewer agents, significantly cutting operational costs.
• Enhanced customer experience: By maintaining low wait times and providing accurate responses, you improve overall customer satisfaction and service quality.
• Increased brand loyalty: Efficient service boosts customer satisfaction, leading to stronger brand loyalty and positive social proof, which can attract new customers.

What is customer service efficiency?

Improving customer service efficiency is all about making things better for both the customer and the company. By streamlining interactions, businesses can provide quicker and more helpful responses. 

Here’s what that looks like:

• Quicker help for customers: When processes are efficient, customers get the help they need faster, which makes them happier.
• Easier work for customer reps: Cutting out unnecessary steps means customer service reps can handle their work more easily and feel less stressed.
• Consistent quality: Good systems ensure that customers always get the same high level of service, meeting or exceeding their expectations every time.
• Proactive solutions: Efficient customer service can spot potential issues early and solve them before they become big problems.
• Growth without growing pains: Efficient processes allow customer service to expand smoothly, keeping up with growth without losing quality.
• Smart use of resources: By using resources wisely, businesses can invest in better training and technology to further improve customer service.

The key is balancing efficiency with quality. True efficiency means improving processes while still providing the excellent support customers expect. Companies that master this balance can stand out, attracting and keeping more customers.

Customer service metrics that matter

Efficiency metrics are more than just numbers—they are the lifeblood of exceptional customer interactions. Businesses can transform customer service from a routine operation into a strategic advantage, enhancing customer loyalty, fostering positive brand perceptions, and driving sustained business growth. 

Prioritizing these aspects ensures that every customer interaction meets and exceeds expectations, paving the way for a reputation based on efficiency and excellence.

• Average Time to Resolution tells the story of how swiftly issues are tackled, directly influencing customer satisfaction and trust. 
• Average Response Time reflects how quickly a business engages with customers, setting the tone for a positive experience. 
• Average Handle Time measures the thoroughness of interactions, ensuring quality service without unnecessary delays. 
• Average Wait Time and Queue Time reveal how much a customer’s patience is tested before their needs are addressed, highlighting the importance of respecting their time and reducing frustration. 
• Average CSAT (Customer Satisfaction Score) captures the essence of customer happiness, serving as a direct reflection of service excellence.

7 winning tips for supercharging customer service efficiency

👉Harnessing the voice of the customer analysis (VoC)

VoC analysis is an invaluable strategy for enhancing operational efficiency. With this done right, you can collect deep insights into customer sentiment and behavior—insights that are critical for making data-driven decisions and implementing impactful improvements.

Why does VoC analysis matter?

• This enables organizations to pinpoint specific pain points in the customer experience, allowing for the creation of streamlined workflows that enhance satisfaction.
• VoC analysis empowers businesses to refine their products and services based on direct customer feedback, ensuring that offerings not only meet but consistently exceed expectations.
• It also reveals the key drivers of loyalty, allowing you to tailor your approach and foster meaningful relationships that translate into customer retention.
  

How does VoC analysis drive improvement?

Utilize essential performance indicators such as Average Abandonment Rate, Average Handle Time, Average Response Time, and Net Promoter Score. These metrics are crucial for assessing the efficiency of customer interactions, helping to identify areas for optimization and enhancing service delivery.

With this analysis, you can go beyond numerical data by incorporating after-support feedback. This qualitative analysis sheds light on the nuances of customer interactions, revealing more profound insights into their needs, preferences, and pain points.

👉Investing in comprehensive agent training

Well-trained agents are pivotal for rapid problem resolution and enhanced customer satisfaction. Their deep product knowledge and adept use of support tools enable swift issue resolution, fostering customer trust. 

Moreover, agents who feel well-supported enjoy higher job satisfaction, which boosts morale and reduces turnover, leading to a more cohesive and motivated team.

Key focus areas for training

• Omnichannel proficiency: Equip agents to manage multiple digital conversations efficiently.
• Live chat and phone skills: Enhance agents' abilities to build rapport, listen, or live chat. 
• Social media: Train agents to handle inquiries and complaints with speed and efficiency
• Email support: Develop skills for crafting clear responses and managing email workflows.
• In-app messaging: Ensure agents provide seamless assistance directly within your app.
  

To gauge the impact of your training initiatives, establish clear metrics such as:

• Customer Satisfaction Scores: Track how training impacts customer feedback.
• Resolution Times: Measure improvements in issue resolution speed.
• Average Handle Time: Evaluate the effectiveness of average handling time.

Regularly review these metrics and use analytics to monitor improvements, particularly in handling bot-escalated issues. Continuously update the knowledge base with insights from customer interactions to refine and enhance training programs.

👉Empowering frontline teams with a cutting-edge knowledge base

A well-organized, centralized knowledge base is crucial for enhancing the efficiency of your support teams. It provides agents instant access to accurate, up-to-date information, streamlining their workflow and boosting their ability to deliver superior support.

• New-agent training: A robust knowledge base speeds up this process by helping new hires quickly grasp common issues and solutions, reducing training time and enabling them to become productive sooner.
• AI-powered FAQ bots: Embedding links to FAQ pages and knowledge-based articles in automated responses can streamline support.
• Live chat: Integrating the knowledge base with live chat tools can offer immediate and precise assistance.
  

Regularly updating your knowledge base and using feedback and analytics to refine it ensures it remains a valuable resource, keeping both your support agents and customers well-informed and satisfied. 

👉Delivering seamless omnichannel experiences

To excel in omnichannel support, your teams must deliver a unified, high-quality experience across every customer interaction. Achieving this requires leveraging data-driven insights to address any service inconsistencies. Here’s what you can do:

• Customer journey mapping: Track the paths customers take across channels to identify and address friction points.
• Channel performance metrics: Scrutinize response times and resolution rates to detect inconsistencies and ensure smooth service.
• Customer feedback and surveys: Gather insights from various touchpoints to pinpoint where customer expectations fall short.

To close the gaps, focus on measuring metrics such as: 

• Customer Effort Score (CES): Assess how effortlessly customers can navigate between channels and resolve their issues.
• Omnichannel Satisfaction Scores: Use tailored surveys for each channel to gauge overall service quality and identify specific areas needing enhancement.

Consistently reviewing these metrics allows you to adapt and elevate your omnichannel strategy, ensuring a seamless and satisfying customer experience that drives loyalty and engagement.

👉Streamlining with an integrated agent desktop

Agents often spend up to 25% of their working hours searching for and securing relevant information, primarily due to the need to toggle between multiple applications. An integrated agent desktop addresses these inefficiencies by consolidating all necessary tools and information into a single interface. 

• Centralized data access: Agents can view comprehensive customer profiles, including purchase history, preferences, and interaction history, all from one screen. 
• Efficient task management: Automated, drag-and-drop workflows and simplified task management processes reduce the time agents spend on routine tasks. 
• Enhanced collaboration: Integrated knowledge bases and real-time communication tools enable agents to quickly consult with colleagues or access resources without leaving the desktop.
• Performance insights: These systems also provide valuable insights into agent performance metrics. 

Businesses can eliminate inefficiencies, enhance service quality, and drive better customer experiences.

👉Enhancing self-service opportunities

Tasks such as password resets or software installations can be easily managed without direct assistance, saving time for both customers and support staff. The cornerstone of self-service support is a robust help center or knowledge base.

Key components of effective self-service support:

• Comprehensive knowledge bases: These extensive resources can cover various aspects of your offerings, allowing users to troubleshoot common problems.
• FAQ pages: FAQ pages provide quick answers to frequently asked questions, making it easy for customers to find immediate solutions.
• AI-driven chatbots: AI-driven self-service chatbots provide instant responses to customer queries. They help scale support operations efficiently, freeing up human agents to handle more complex interactions.
• Interactive Voice Response (IVR) systems: IVR systems can further enable customers to resolve issues through voice commands or keypad inputs.

These self-service tools can significantly enhance customer satisfaction, reduce support workload, and streamline operations. This approach not only meets the growing demand for immediate, round-the-clock support but also empowers customers to resolve issues at their convenience, leading to a more positive overall experience.

👉Automating with AI to promote efficiency

At present, AI-driven customer service solutions are poised to transform support systems by providing 24/7 assistance and enhancing efficiency. These solutions, ranging from chatbots to advanced analytics tools, cater to various aspects of customer service, leading to significant cost savings and improved service quality.

• 24/7 availability: Virtual assistants offer round-the-clock support, ensuring customer inquiries are addressed instantly, which enhances user satisfaction and boosts retention rates.
• Efficiency in routine tasks: AI chatbots handle routine inquiries and provide immediate responses, reducing wait times and allowing human agents to focus on complex, nuanced issues that require empathy and critical thinking.
• Automated ticketing systems: Particularly transformative in industries with high volume interactions, these systems use AI to categorize, prioritize, and route tickets efficiently to the right personnel, streamlining the support process.

• Enhanced productivity: AI enables human agents to dedicate their time and skills to more challenging problems, improving overall service quality, when repetitive tasks are automated.
• AI-driven analytics: AI analytics tools play a role in personalizing customer experiences and optimizing user interactions based on detailed insights.

Implementing AI in customer service allows businesses to maintain a competitive edge by providing swift, accurate, and personalized support, all while reducing operational costs.

Customer service efficiency: The time to level up is now

We’ve highlighted the importance of tracking and improving customer service metrics to deliver an exceptional customer experience. Acting on these insights can dramatically enhance customer satisfaction, loyalty, and overall business success.

As an all-in-one platform for agile customer service teams, Plivo CX can be a powerful partner, for offering superior experience via diverse features, such as:

• Deliver seamless customer experiences across email, voice, SMS, WhatsApp, and live chat – all from one unified agent desktop
• Deploy intelligent chatbots to instantly resolve complex customer queries, anytime, day or night
• Integrate Plivo CX seamlessly with your existing tools (ERP, CRM, helpdesk, etc.) for a complete understanding of every customer interaction
• Design and automate customer journeys across all channels with our intuitive drag-and-drop workflow builder
• Monitor customer interactions, gather feedback, and adapt your strategies in the moment with powerful analytics and reporting
• Utilize call recording, barge, and whisper features to provide targeted guidance and improve agent performance

To learn more, schedule a demo today! 

Did you know-

🚫 79% of customers demand consistent interactions across departments. 

🚫 56% have to repeat or re-explain their issues to different representatives. 

🚫 70% expect all representatives to have the same information about them. 

🚫 55% feel they deal with isolated departments rather than a cohesive company.

This isn’t just an expectation gap—it’s a crisis of operational inefficiency and customers’ frustration that no business can ignore. This is the sentiment shared by 14,300 consumers and businesses worldwide, highlighting significant problems in customer service.

In other words, the conventional approach to customer service is almost broken. Long wait times, impersonal interactions, and outdated systems do their part to drive customers away, damaging brands and eroding loyalty. 

This demands an immediate change. Can AI-powered contact centers be the solution? Its convenience and capabilities seem to say so. Read on to discover how AI-powered contact centers operate.

The fundamental flaws with traditional contact centers

Traditional contact centers face core issues such as high operational costs, outdated infrastructure, and inefficiencies in meeting modern service demands. Let’s go over some of the major drawbacks:

#1 High operational costs and resource constraints

Traditional call centers are often financially crippling, with operating expenses nearing $1.5 billion annually due to high labor costs, outdated infrastructure, and extensive training demands. 

Deloitte’s study highlights that these centers can cost businesses 60-70% more than digital alternatives, diverting resources from innovation. They also fail to meet millennials' expectations for faster, more efficient service, leading to substantial financial losses, including an estimated $750 million in uncollected debt each year.

The message is clear: The inefficiency of traditional call centers isn't just a fiscal problem—it's a symptom of deeper issues.

#2 Agent burnout and attrition 

Nearly 60% of contact center agents face burnout, a pervasive issue across the industry. This often goes unrecognized until its detrimental effects emerge, causing decreased productivity, high turnover rates, absenteeism, increased costs, and lower First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores. 

Call center turnover serves as a pivotal metric for effectively managing operational practices and ensuring the sustained performance and well-being of call center teams.

#3 Limited employee knowledge

Despite heavy investments in customer experience software like CRMs, helpdesk platforms, and live chat tools, many organizations see minimal improvement. 

Approximately 60% of agents reported receiving little to no value from their call center training, leading to constrained customer experiences due to limited knowledge of services, troubleshooting methods, and client customization options.  

The key problem lies in inadequate training for employees to effectively utilize these tools. This gap hinders organizations from maximizing technological investments and meeting the high standards of modern customer service.

#4 Lack of personalization and empathy

According to McKinsey, approximately 70% of customers prefer personalized experiences, and around 75% become upset when this expectation isn't met. This starkly highlights traditional call centers’ inability to deliver tailored interactions. 

Outdated systems and inadequate training leave agents ill-equipped to offer customized solutions, causing customers to feel undervalued and misunderstood. This frustration not only damages customer satisfaction but also erodes brand loyalty, driving customers to seek better experiences elsewhere.

#5 Missed opportunities for proactive service

Traditionally, customer service has been reactive, forcing customers to navigate multiple channels with little success and resulting in low self-service containment rates and widespread dissatisfaction. 

However, Gartner insights reveal a rising customer preference for proactive engagement by organizations. This shift can significantly boost key metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and Value Enhancement Score (VES), highlighting a critical evolution in meeting customer expectations.

The promise of AI: Rescuing customer service

Customer service technology has evolved vastly since the earliest documented customer complaint on a clay tablet over 3,700 years ago. AI in contact centers is now transforming customer service, enhancing interactions with intelligence and empathy at every touchpoint.

👉Customers today prefer quick, efficient solutions from chatbots over waiting for live agents. 👉Additionally, managing customer service calls is costly, often running several dollars per call in labor and resources.

AI-powered contact centers transform these high-cost operations into efficient, responsive hubs. The technology optimizes every touchpoint in the customer journey, offering faster and more effective support. Freed from repetitive tasks, agents can dedicate their time to understanding and resolving unique customer issues, leading to higher job satisfaction and improved customer experiences.

Advanced technologies like predictive analytics and machine learning enable AI to analyze vast amounts of data, identify patterns, and predict customer needs. 

How does an AI-powered contact center work?

Adopting AI in customer service can offer numerous benefits for businesses. Here are some ways to leverage customer service AI:

✅Supercharge agents with AI assistants: 

Like Ironman’s JARVIS, AI assistants provide a powerful, guided, and personalized agent experience. Their role is not to replace agents. 

Picture effortlessly addressing your customers' inquiries day or night with these AI-powered self-service chatbots, which can swiftly handle queries, direct customers to the right information, and even create support tickets. These bots quickly retrieve technical details and seamlessly escalate to support agents if AI is integrated with knowledgebase. 

✅Predict customer needs with proactive service: 

Predicting customer needs and offering smart suggestions transforms customer service from reactive to proactive, creating smoother and more satisfying experiences for customers. When customers frequently face delays and frustration, having to contact support whenever issues arise. 

With proactive service, the system anticipates potential problems and offers solutions before customers even notice. Customers receive prompt and quick resolutions, ensuring timely service and boosting satisfaction.

✅Personalized journey with omnichannel support
Picture a customer starting a conversation on a website's live chat, seamlessly transitioning to a voice-bot interaction for further assistance, and later receiving follow-up messages via SMS or WhatsApp—all within a cohesive and personalized journey. 

An omnichannel engagement approach integrating AI-powered features for a unified experience would be a solution. This strategy not only ensures seamless real-time interactions but also empowers businesses to personalize outreach and deliver tailored messaging.

✅Streamline operations with smart workflows

AI-powered agent assistance tools can significantly enhance agent productivity and efficiency, helping your support team resolve issues faster. Consider a customer needing support; the voicebot allows them to resolve simple issues when agents are unavailable or directs them to the appropriate queue or agent using their speech or dial tones. 

✅Customize support with AI insights

To make precise predictions about customer behavior, customer support data teams must deeply understand their customer's purchasing habits and lifestyle preferences. This insight is crucial for optimizing the customer journey. 

For instance, AI-powered sentiment analysis enhances this understanding during voice calls. By analyzing customer tone and language in real time, businesses can gauge emotions and tailor support interactions accordingly. This personalized approach resolves issues effectively and fosters stronger customer relationships.

Top questions to ask when choosing your AI solution for your contact center

Choosing the right contact center AI solution hinges on asking the right questions. These queries ensure seamless integration, meet interaction needs, align with timelines, and facilitate swift adoption with minimal training.

👉Can the AI-powered solution handle fluctuations in customer service demand effectively?

A scalable AI ensures you can meet peak demands without sacrificing performance, which means happier customers and fewer lost opportunities. Seek features like dynamic resource allocation and real-time load balancing. These ensure the AI can manage automatically based on current call volumes, maintaining high performance and customer satisfaction.

👉What kinds of interactions can the AI handle effectively?

Ensuring the AI aligns with your specific needs means it can handle routine tasks, freeing up human agents for more complex issues and improving overall efficiency. Evaluate AI capabilities in handling various interactions, such as answering FAQs, performing transactions, providing technical support, and managing complex queries. Advanced natural language processing (NLP) and machine learning capabilities can enhance the AI's performance in these areas, providing a more effective solution for your business.

👉Can the AI software seamlessly integrate with our existing systems and workflows?

Smooth integration minimizes disruptions and maximizes efficiency, allowing you to leverage your existing investments in technology. Look for AI solutions with APIs and pre-built connectors for popular CRM systems (like Salesforce), ticketing tools, and communication platforms. Integration capabilities should allow for a unified view of customer interactions across all touchpoints, enhancing workflow efficiency and data accuracy.

👉What level of customization does the AI solution offer to meet our specific business requirements?

Tailoring the AI to your unique processes and industry-specific needs ensures it delivers maximum value and aligns with your operational goals. Opt for AI platforms that offer configurable workflows, customizable dialogue scripts, and the ability to fine-tune algorithms based on your business rules and data. This flexibility allows you to adapt the AI to your exact needs, providing a personalized experience for your customers.

👉Does the AI software support communication across diverse channels like voice, chat, email, and social media?

Customers demand cohesive and uninterrupted experiences across every channel. A multichannel AI solution helps meet these expectations, boosting customer satisfaction and loyalty. Ensure the AI supports omnichannel interactions, with features like unified customer profiles and consistent interaction history across channels. This integration provides a seamless experience for customers, regardless of how they choose to contact you.

👉How will agents be supported during the transition to AI integration?

Efficient training programs mean quicker implementation and less downtime, enabling agents to start using the AI effectively without a steep learning curve. Look for a unified agent desktop that consolidates all necessary tools into a single interface. Additionally, a robust knowledge base integrated with AI-trained chats can assist agents by pulling relevant information and features on demand, further simplifying the learning process.

👉How quickly can contact center AI software be implemented and put into operation?

Fast implementation reduces downtime and allows you to start realizing the benefits of AI sooner, improving operational efficiency and customer service. Prioritize AI solutions with rapid deployment options, including cloud-based models that can be up and running quickly. Pre-configured templates and out-of-the-box integrations can further accelerate the implementation process.

👉How does the AI solution handle data management and ensure data security?

Customer data should be managed securely and efficiently, which is paramount for maintaining trust and complying with regulations like GDPR or CCPA. Proper data handling can also provide valuable insights to improve customer service and operational efficiency. Ensure robust encryption for data in transit and at rest to protect sensitive information. Look for comprehensive data management tools with automated tagging, anonymization, and secure storage. Verify compliance support for regulations and detailed audit logs. Strong analytics capabilities are crucial for actionable insights and continuous service improvement.

Best-of-breed examples of AI-powered contact center solutions

#1. Plivo CX: 

Plivo CX makes customer service more convenient, less resource-heavy, and solution-centric for small and medium businesses with its cloud-based omnichannel contact center solution. Here’s how it helps:

• OpenAI-powered live chats handle common questions based on your knowledge base, giving instant help
• It works with your custom knowledge bases, so agents always have the right answers
• Agents can switch between channels effortlessly and handle multiple conversations using Unified Agent Desktop. Customers can also reach out to your agents in any platforms they prefer.
• Predictive analysis triggers automated workflows and directs calls based on agent skills
• Deliver the right messaging to the right customers at a specific time to increase engagement 
• Leverage the Workflow builder to build automated customer journeys across all communication channels
• The platform leverages Plivo’s award-winning premium carrier network with low latency. It supports outbound voice calls to more than 220 countries, with features like call recording for agent training
• Features like call-back options and sticky routing ensure customers stay connected with the same agent
• It seamlessly integrates with Shopify, Zoho, Salesforce, Zendesk, and HubSpot, and you can customize it with your API
• You can also integrate it with your existing systems to create personalized customer journeys across all channels

#2. Help Scout: 

Help Scout provides a comprehensive omnichannel contact center solution that consolidates all client conversations onto a single platform, enhancing the efficiency of customer support. Key features include:

• Support for chat, live chat, email, and social media interactions
• A unified inbox for smooth collaboration between customers and agents
• Tools to improve team efficiency, such as message assignments, private notes, real-time collision detection, and an AI summarizer for email threads
• Automation capabilities with customizable workflows triggered by actions like tagging subject lines
• Mobile apps for iOS and Android enable agents to stay connected and respond promptly while on the move

#3. Kustomer:

Kustomer caters to mid-market businesses in e-commerce and retail industries with a range of powerful features:

• An AI-powered help center available in 76 languages, significantly reducing support volume by deflecting 40% of inquiries
• KIQ Customer Assist utilizes AI and knowledge base information to provide quick and accurate responses to customer queries
• Customize IVR menus based on customer data to ensure efficient routing to the most suitable agents
• Agents benefit from a timeline view that displays interactions in chronological order, offering complete context for better customer service

Will contact center AI replace call center agents?

As AI-driven technology continues to reshape customer service, the question of whether it will replace call center agents is pivotal. Despite technological advancements, over two-thirds (70%) of contact center managers foresee an increase in the number of agents over the next decade. This trend reflects a shift towards cultivating "super agents" who excel in handling complex issues and leveraging multiple communication channels effectively. 

Evolving Roles: Cultivating "Super Agents": 

• Complex issue management: Agents will specialize in resolving intricate customer problems that require critical thinking and empathy
• Multichannel proficiency: Super agents will adeptly navigate various communication channels to deliver seamless customer experiences
• Increasing value: The demand for agents capable of empathetic and personalized problem-solving will rise, underscoring their indispensable role in contact centers

It is also important to note that machines may soon surpass humans in intelligence, reliability, and predictability. However, a key ethical consideration for the future of AI is whether we should maintain a Human in the Loop (HITL) system, even as AI capabilities advance.

Power your contact center with AI 

As we forge ahead into the future of customer service, one truth stands out: the call center industry is undergoing inevitable change. AI integration in omnichannel strategies is pivotal for businesses, offering enhanced operational efficiency and competitive advantages.

It’s time for contact centers to seize growth opportunities. Selecting a customer service platform like Plivo CX that fits your business needs can help you dart ahead in the competition. 

Take charge of transforming your contact center today by starting your free trial with Plivo CX and embracing a future of elevated customer service excellence.

Modern customer expectations are at an all-time high. But does your customer service match it measure for measure? 

Or, can one assume that your customer service team is overwhelmed by the volume of inquiries—which is often an omen that agents are stretched thin and desperately need more support? 

In such a scenario, as with other operational segments of the brand, your customer support can benefit by tapping into artificial intelligence (AI), specifically AI chatbots. 

AI customer service bots can improve your customer experience and take the support team’s efficiency to the next level, creating better customer relationships and achieving faster growth. 

This guide covers the advantages of AI chatbots for customer service and the best conversational AI chatbots to choose from. If you’re looking for more reasons to implement an AI support bot, you are in the right place.

10 best AI chatbots for customer service 

‍

1. Plivo CX 

Best for a simple, no-code chatbot that offers reliable, first-line of support 

‍

Plivo CX is an omnichannel customer service platform built with advanced features and functionality, including AI customer service bots and live chat. 

Plivo CX’s no-code, AI-powered self-service chatbot is one of the most versatile solutions for agile customer service teams. Driven by OpenAI’s latest GPT model, It offers 24/7 self-service support for quick, accurate, and seamless query resolution. The AI chatbot acts as a reliable first line of defense for your customer support team, designed to answer common customer queries swiftly.

Key features

• Allows customers to quickly navigate issues and find the solution they were looking for 
• Integrate the chatbot with custom knowledge bases for more accuracy
• The in-app customer service enables customers to send and receive photos and documents easily, making issue resolution faster 
• Offers fast handoff whenever customers want to escalate to a live agent
• Comes with a unified agent desktop for omnichannel support, as agents can quickly switch between channels with complete visibility of the customers’ issues
• Besides chatbots, you can further personalize first interactions with the Voice IVR 
• Offers seamless integrations with top marketing platforms like HubSpot, Help Scout, Zendesk, and even home-grown systems    
• Build custom workflow, trigger them remotely and automatically hand over issues to the most apt agent available 
• Investigate customer interactions and gather feedback in real time via Metrics and Reporting 

Limitations

• Lacks quality assurance and workforce management features needed for customer support teams
• No mobile version is available for support agents
• It is not ideal for transactional ticket-based customer support interactions

Pricing

• Omnichannel plan: starts at $29 per user per month
• Voice-only plan: starts at $25 per user per month
• Chat-only plan: starts at $15 per use per month

Plivo CX Ratings and Reviews

• G2: 4.5/5 (700+ reviews)
• Capterra: 4.3/ 5 (80+ reviews)

2. CoSupport.AI

Best for delivering fast and secure customer support 

CoSupport.AI is a generative AI chatbot for customer service teams. It is great for delivering instant answers to customer queries with context-based responses. 

CoSupport.AI leverages unique AI models, including a cutting-edge LLM, to help customers based on external databases and client issues. If you’re looking for a solution offering fast and secure support, you should explore CoSupport.AI.

Key features

• Delivers instant, context-based answers to customer queries
• Integrates with your existing CRM platforms and communication channels
• Automates routine tasks, enabling more cost savings and easily scalable support 

Limitations (Trust Radius)

• It takes time to synchronize workflows between teams. 

CoSupport.AI Ratings and Reviews 

• G2: 5/5 (4 reviews)
• Capterra: 5/5 (2 reviews)

Pricing

Available on request

3. Zoho SalesIQ 

Best for offering support and capturing website leads

‍Zoho SalesIQ offers an AI chatbot that’s built for cross-functional purposes, catering to the customer engagement needs of sales, marketing, and customer support teams. It interacts with every site visitor on the go. When it comes to the customer support use case, this chatbot helps agents in easily handling customer support tickets.  

Key Features:

• Offers instant responses to common customer questions
• Delivers answers in the customers’ preferred language
• Helps automate your live chat operations without having to input a single line of code 

Limitations (Trust Radius)

• Integration with 3rd party ticketing systems not in the Zoho family of products 
• The time it takes to acquire the results of an inquiry might be a bit excessive at times

Zoho Sales IQ Ratings and Reviews 

• G2: 4.4/ 5 (270+ reviews)
• Capterra: 4.5 /5 (90+ reviews)

Pricing

• BASIC: $4.27 per month
• PROFESSIONAL: $9.15 per month 
• ENTERPRISE: $14.63 per month

4. Intercom

Best for advanced AI features 

‍Intercom presents a conversational AI for customer service with a view to backing your support team in handling large volumes of queries. The great part about using this platform is that it requires minimal effort to activate the chatbot—no complex configurations and no coding is required to get started. 

Features:

• Resolves customer issues with safe, accurate, and conversational responses
• Provides a visual automation builder with no-code building blocks like bots, triggers, rules, and conditions
• Intercom passes these conversations on to your support team for queries that fall beyond the chatbot's bandwidth

Limitations (Capterra)

• Limited voice call features and capabilities
• Inadequate tools for agent performance tracking and quality control
• Lack of compatibility with custom-built systems. 

Intercom rating and reviews

• Capterra: 4.5/ 5 (1000+ reviews)
• G2: 4.5/ 5 (3000+ reviews)

Pricing 

• Essential: $39 per seat per month 

• Advanced: $99 per seat per month

• Expert: $139 per seat per month

5. Zendesk

Best for managing high-frequency, minimal human touch tickets 

Zendesk comes with impressive AI customer service bots that make it easier for customers to reach you and get instant, personalized responses. Known as the Zendesk Answer Bot, this intelligent chatbot directly derives information from your business’s knowledge base to respond to customer questions. 

Key Features

• Trains itself with every customer interaction, delivering increasingly relevant and specialized content with each solved ticket 
• Responds to customer queries across different channels without delay
• Handles complex interactions with minimal involvement from human agents

Limitations (Trust Radius)

• The support platform does not enable businesses to provide a conversational support experience
• Everything requires creating tickets, resulting in a transactional experience

Zendesk rating and reviews

• G2: 4.3/ 5 (5800+ reviews)
• Capterra: 4.9/ 5 (12 reviews)

Pricing 

• Suite Team: $55 per month for one agent 

• Suite Growth: $89 per month for one agent 

• Suite Professional: $1150 per month for one agent

6. Ada

Best for proactive, human-like responses

Ada is one of the industry’s leading Natural Language Understanding (NLU) platforms. It enables you to build a scripted chatbot. Using the Ada Reasoning Engine, you can use an AI chatbot that imitates human reasoning and understanding.

Key features:

• Delivers logical responses to customer queries, enabling a smooth and seamless customer experience every time
• Captures customer intent and responds rationally with human-like answers
• Provides extraordinary customer experiences swiftly and at a lower cost than human agents

Limitations (G2)

• The messenger flow isn't as nice as the regular flow.

Ada rating and reviews

• G2: 4.6/ 5 (150+ reviews)
• Capterra: 4.4/ 5 (9 reviews)

Pricing 

Available on request

7. Einstein GPT by Salesforce

Best for Salesforce users 

Einstein GPT by Salesforce is an AI-powered chatbot built directly into the Salesforce CRM that suggests AI-generated answers to customer questions and queries. It offers multilingual, multi-channel bots that help customer service teams resolve queries faster.  

Key features

• Create customer service bots using templates built with pre-loaded intent data, conversational flows, and design
• Allows customers and support agents to converse in the language they are most comfortable in
• Deploys workflow automation for simple as well as complex tasks

Limitations (Capterra)

• NLU may fail to accurately interpret free text input despite adequate training data

Einstein GPT by Salesforce rating and reviews

• Capterra: 4/ 5 (3 reviews)

Pricing 

$50 per month

8. Netomi

Best for contextual and efficient response to customers

Netomi is a conversational AI platform that taps into AI-powered automation by using supervised and unsupervised learning to proactively engage with customers. An advantage of using this platform is that it goes through the complete user context, history, etc., to offer a fool-proof experience. 

Key features

• Offers easy handoff and navigation across different channels and systems for a well-connected experience
• Directs customers to achieve specific outcomes in a personalized and interactive journey
• The co-pilot assists agents in real-time in responding to customer requests  

Limitations (G2)

• Improvements could be made to the AI Chat studio

Netomi rating and reviews

• G2: 4.8/ 5 (15 reviews)
• Capterra: 4.8/ 5 (4 reviews)

Pricing 

Available on request

9. Zoom Virtual Agent 

Best for customer communications within the Zoom ecosystem

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The Zoom Virtual Agent is built with the purpose of resolving customer issues quickly and at scale. The Zoom Virtual Agent serves as an ‘always on’ chatbot that is designed to offer personalized journeys. It creates customized workflows and messages catering to unique segments based on their profiles or data attributes. 

Key features

• Provides the best possible answers by detecting user needs and preferences using NLP
• Intelligent hand-off where every human agent has ample context on the customer’s issue, ensuring seamless customer support
• Directs agents to the correct channel or support agents

Limitations (G2)

• Lacks additional language support for global customers.
• There's a learning curve to understanding actions that should be taken based on your reports. Further, some of the actionable insights are separated (if you have multiple personas).

Zoom Virtual Agent rating and reviews 

• G2: 4.5/ 5 (180+ reviews)

Pricing 

Available on request 

10. Tidio

Best for tracking real-time performance 

‍

Tidio is another AI chatbot for customer service that helps answer the more commonly asked 

questions. Tidio’s AI chatbot for service, Lyro, responds with all the recurring and repetitive resolutions so that human agents can get down to more important business. 

Key features

• Delivers resolutions rooted in your knowledge base and support content
• Gives real-time analysis of your customer experience
• Tracks your real-time performance so that you can course-correct for better results

Limitations (Capterra)

• Limited export capability and some granular metrics seem to be missing
• Their add-on/upgrade structure also feels uneven and confusing

Tidio rating and reviews

• Capterra: 4.7/ 5 (450 reviews)
• G2: 4.7/ 5 (1500+ reviews)

Pricing

• Starter: $29 per month

• Growth: $59 per month

• Tidio+: $749 per month

• Enterprise: $2999 per month

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Advantages of AI chatbots for customer service 

Here’s why adopting an AI chatbot can be more than just a technical upgrade: 

1. Round-the-clock availability 

The best way to win over your customers is by offering support exactly when they need it—even if these queries come outside your business hours. The AI customer service bot offers 24/7 assistance to customers even if agents are unavailable, leading to a positive brand perception and increased sales. 

2. Easy scalability

AI chatbots remove the pains associated with scaling your business and operations. As you scale up, you will witness a growing influx of queries. Instead of waiting to hire more agents, you can set up an AI chatbot to cater to simple queries and offer consistent and continuous support at all times.

3. Cost-effectiveness 

An AI support bot can handle a large portion of your customer service queries and simpler tasks like answering FAQs, sharing order status, and so on. This saves you the cost of hiring additional staff for your customer service team without compromising the quality of support you deliver to customers. 

4. Swift resolution 

One of the most significant advantages of an AI chatbot is the speedy resolution it can offer to inbound customers. They incorporate natural language processing (NLP) and machine learning to provide intuitive and efficient responses within seconds. 

‍

How to choose the best AI chatbot for customer service 

Chatbots have been shown to speed up response times by an average of 3X. A good AI chatbot can automate all the routine, repetitive work while your human agents deal with the more complex issues. 

Here’s a quick guide on which key features you should look out for: 

1. Workflow builder 

A workflow builder does not require extensive coding knowledge. It helps you build and customize your chatbots’ behavior and workflows for easy automation. With these ready-to-use workflows, you can automate multiple tasks, such as escalating to a live agent or dropping emails after a conversation.

2. Reporting and analytics

Chatbot reporting and analytics help you be more strategic with your support. They help you find your peak hours when customers are most active and spot patterns, such as the most repetitive queries. Further, tracking your average engagement allows you to improve and deliver better chatbot support.  

3. Chatbot AI

AI chatbots incorporating NLP (Natural Language Processing) and machine learning capabilities ensure more natural, engaging, and efficient responses. Every chatbot conversation should be as smooth and engaging as interacting with a live agent. 

4. Omnichannel support 

What if your customers want to connect to live agents on calls or more preferred channels like WhatsApp? Opt for an AI chatbot that provides unified support across different channels, including but not limited to live chat, voice, SMS, email, and WhatsApp 

5. Use case 

Consider the use case and pain points of the end user, i.e., your customer service team. To cater to customers across diverse time zones, you need a 24/7 AI chatbot. It is equally important that it is easy to set up and use so that there are no disruptions in the support delivery. The best conversational AI platforms are highly scalable and should handle large volumes of queries without compromising response quality or time. 

6. Key features 

Work with your customer service team to identify priority features such as no-code AI chatbots requiring minimal tech intervention in setup and usage. An AI chatbot with an integrated knowledge base and smooth hand-offs are also essential to simplify query resolution.  

7. Integration with other support tools 

Customer service is not a stand-alone function focused on answering customer queries. It also involves sending follow-ups and emails, logging customer interactions, etc. Look for an AI chatbot that integrates with platforms like CRM and help desk solutions and is compatible with other tools in your existing tech stack.  

8. Quality of support 

Consider the quality of support you receive from the provider in case of any issues, as it can amount to downtime and a potential loss of customers. Easy access to troubleshooting assistance is essential to avoid any interruptions in the service. Additionally, there should be appropriate measures to ensure your chatbot has the latest capabilities to deliver optimum customer support. 

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The final verdict: Choosing the best AI service bot for customer support

When it comes to selecting an AI chatbot for customer service, Plivo CX undoubtedly ticks all the boxes. With a comprehensive suite of features and seamless integration capabilities, it helps you offer the right balance of agent support and AI-powered responses. 

The AI chatbot offered by Plivo CX helps you deliver an always-on, personalized customer experience with minimal human intervention. You can manage large volumes of queries, deliver prompt resolutions, and deliver exceptional experiences to customers. 

Ready to elevate your customer experience? Book a demo to learn more. 

As of 2024, there were approximately 5.23 million Shopify stores globally, with the United States dominating the market, boasting 57.65% of the total. Therefore, it is no surprise that e-commerce is becoming more competitive every day. 

However, many smaller or medium-sized eCommerce stores on Shopify still rely on traditional marketing strategies to reach their customers. The question is, how effective is this? Is there more you can do to stand out and attract more high-intent customers to your site? 

Some tried-and-tested Shopify marketing strategies can help you with this so that you gain more visibility and maximize ROI. To help you get started, we’ve compiled 12 proven Shopify marketing strategies in this blog post. 

And yes, we also recommend the most suitable tool you can use to automate operations and accelerate your products’ go-to-market while amplifying their impact. 

Let’s begin!

12 proven Shopify marketing strategies to boost your sales

1. Run abandoned cart recovery campaigns 

It’s common for customers to put something in their cart and leave your site without checking out. On average, 70.19% of carts are abandoned by customers. Reasons? Complex checkout process, additional costs, slow delivery or security concerns. 

To reclaim lost revenue, you must run abandoned cart recovery campaigns.
As an all-in-one, AI-powered customer engagement platform for Shopify stores, Plivo CX can help right from the beginning. The Journeys feature in this tool tracks customer behavior and allows highly customized and relevant messages to be sent to the customer at the right time.
 

For example, if one of your customers abandoned a product in their cart, they’ll receive a message to continue their checkout. You can curate these messages yourself or use the AI copywriter to do it for you. 

Either way, your customers will receive a reminder to complete their checkout, and you’ll save the revenue that you’d otherwise lose.

2. Add an Instagram feed to your store 

42% of consumers say that user-generated content is the most influential factor in making purchase decisions. Integrating an Instagram feed into your store is the best way you can capitalize on user-generated content to increase sales. 

You can add an “As Seen on Instagram” section that allows customers to see real-life usage of your products by influencers and other users. It enhances your store’s visual appeal and social proof.

See how ‘Farrow & Ball’ added an Instagram feed to their website to inspire visitors.

3. Use chatbots in your Shopify store 

Incorporating chatbots in your Shopify store can significantly enhance customer experience. Chatbots can handle multiple customer queries and provide quick answers to frequently asked questions. 

They can also guide customers through the purchase process, offer product recommendations, and assist with checkout. This significantly reduces interaction time, which can increase conversion rates.

Here are the top issues that chatbots can resolve without human intervention. 

Gartner also predicts that chatbots will become a primary customer service channel within five years. Therefore, now is a really good time to implement chatbots in your Shopify stores. 

Plivo CX offers an OpenAI-powered self-service AI chatbot that solves customer queries for you. It uses the custom data set you select, so you can always trust its relevance and accuracy. 

Also, you can build your chatbots in minutes with drag-and-drop workflows without requiring coding. 

4. Send engaging SMS to customers 

45% of customers prefer sales and promotional texts from brands they follow.  It makes SMS a great channel to communicate with and attract customers to your store. 

SMS is fast and reliable, which helps you deliver time-sensitive messages for flash sales, abandoned carts, and product launches to a huge number of customers at once. And there’s a great chance that they’ll open and read your text, as SMS has a 98% open rate.

Just make sure you get consent from your customers to send these text messages and only share relevant information with them. Even though text messages have great ROI, they can get annoying if you don’t follow certain guidelines for SMS marketing. 

That’s why Plivo CX comes packed with built-in channels that let you send personalized text messages to your target audience wherever they prefer. 

Plivo CX platform also leverages Plivo’s proprietary premium carrier network, which offers latency-free global reach to 190+ countries and secure delivery. To send messages to a specific target audience, all you need to do is just import your contacts via CSV or API, and you’re all set. 

What’s more, you can use the platform’s in-built AI Copywriter to craft highly impactful copy based on your marketing goal, parameters, timing, urgency and desired tone. 

5. Allow customers to create their own bundles 

For some products, such as T-shirts, makeup brushes, razors, etc., bundling is highly recommended. You can capitalize on this by offering pre-designed bundles or allowing customers to create their bundles. 

Sell these bundles at discounted prices compared to buying the same items separately. It increases the value for the customer and provides a sense of control, encouraging more purchases. 

You can create gift bundles for customers during holidays or offer subscription bundles to increase repeat purchases. To create bundles, you can head over to Shopify Bundles from the Shopify app store.

For example, see how Wild One, an animal accessory brand, curates kits for its customers. 

6. Sell directly on social media 

Leveraging social media platforms for direct sales can significantly boost your Shopify store's visibility and revenue. 

Social media platforms like Instagram, Facebook, and TikTok offer integrated shopping features, allowing customers to browse and purchase products without leaving the app.

Instagram shop

Instagram is highly visual, making it an ideal platform for showcasing products through images and videos. 

Best practices for using an Instagram shop

• Shoppable posts: Tag products in your posts and stories, making it easy for users to shop directly from your content.
• Collections: Organize products into collections to make browsing easier for customers.
• Instagram checkout: It enables users to purchase products directly within the app, providing a seamless shopping experience.

Facebook shopping

Facebook Shops allows businesses to create an online store that is accessible through Facebook and Instagram. 

Best practices for Facebook shopping

• Customizable storefronts: Create a visually appealing shop with customizable layouts and product collections.
• Integrated checkout: Allow customers to complete purchases without leaving Facebook or Instagram.
• Customer support via Messenger: Integrate Facebook Messenger to provide instant customer support and enhance the shopping experience.

TikTok shop

TikTok Shop allows businesses to sell products directly through the widely popular TikTok app. With TikTok’s algorithm-driven content discovery, products can reach a wide and highly engaged audience.

Best practices to use TikTok shop

• Shoppable videos: Tag products in your videos, enabling viewers to shop directly from the content they are watching.
• Live shopping: Host live shopping events where viewers can purchase products in real time.
• Creator collaborations: Partner with influencers to promote your products to a broader audience.

7. Sell through communities 

Building and leveraging communities can significantly enhance the success of an e-commerce business. A community fosters a sense of belonging and loyalty. While other brands may sell and forget, you can nurture your customers inside a community to become a top choice in your market segment.

Engaged communities often lead to organic word-of-mouth marketing. It also gives you an opportunity to collect valuable feedback and insights directly from customers. You can use that feedback to understand their preferences and improve your products. 

How can you sell through communities?

• Create exclusive offers: Offer exclusive deals and discounts to community members to incentivize purchases and make them feel valued. 
• Host events and webinars: Organize virtual events, webinars, or live Q&A sessions to engage with the community, showcase products, and offer special promotions. 
• Utilize social media groups: Use platforms like Facebook Groups, Reddit, and specialized forums to share valuable content, answer questions, and foster discussions within your communities.

8. Get active on Pinterest

Pinterest is one of the underrated social media channels that can help you increase your sales. Since the introduction of buyable pins, over 518 million active users can now shop on Pinterest. 

Pinterest is beneficial for your ecommerce brand as over 1 in 3 Pinterest users have an annual income of over $100k. This makes Pinterest a haven for luxury ecommerce brands. 

All you have to do is set up a business account on Pinterest and start creating a well-branded and cohesive presence on the platform. Use consistent fonts, logos and hashtags to grow your page. 

Here’s how you can start selling on Pinterest:

• Setup & verification: Link and verify your sales website on Pinterest, using rich pins or catalogs to upload your product library.

• Promoted pins: Use Pinterest's paid ads and promoted pins to boost visibility and drive traffic.

• Engaging content: Design shareable pins with infographics, quotes, and DIY projects. You can also utilize video pins for real-time product showcases.

• Community & analytics: Create a community with user-generated content, influencer marketing, and group boards. Also, utilize Pinterest Analytics to track performance and understand audience behavior.

9. Set up an affiliate program

Affiliate marketing is a powerful strategy for increasing sales and expanding your reach. By partnering with affiliates, you can leverage their audiences and marketing efforts to promote your products.

Affiliate marketing is cost-effective because you only pay for actual conversions. This means you can achieve a high return on investment (ROI) with minimal upfront costs. 

How to set up an affiliate program:

• Define your goals and budget: Determine what you want to achieve with your affiliate program, such as increasing sales, boosting brand awareness, or improving SEO. Set a budget for commissions and bonuses.

• Choose an affiliate platform: Select a platform that fits your needs and budget. You can choose from ShareASale, Rakuten, and Commission Junction. These platforms provide the tools necessary to manage affiliates, track performance, and handle payments.

• Create attractive commission structures: Offer competitive commission rates to attract high-quality affiliates. Consider tiered commissions, where affiliates earn higher rates as they drive more sales.

• Develop marketing materials: Provide affiliates with banners, product images, promotional content, and guidelines to ensure consistent messaging and branding. 

• Set Up tracking and analytics: Use tracking software to monitor affiliate performance and sales. This ensures transparency and helps you measure the success of your program. 

10. Set up shoppable product suggestions on the homepage 

Shoppable product suggestions on your homepage reduce the number of clicks to make a purchase. Your customers can land on your website, see a product they like and instantly buy from the homepage. 

Displaying popular or recommended products on the homepage also encourages impulse buys. For example, check out this enticing homepage by Felix & Norton. 

They display their ravishing cookies on the homepage so their customers get instant cravings as soon as they land on the website.

To create personalized product suggestions, implement dynamic content that adjusts product suggestions based on user behavior and preferences. Tools like Shopify’s built-in personalization apps can help automate this process.

11. Personalize seasonal promotions 

Seasonal promotions are a powerful way to boost sales and engage customers by aligning your marketing efforts with specific times of the year. They drive urgency and encourage customers to make purchases within a limited timeframe. 

You can create a content calendar ahead of time and plan your campaigns accordingly. Look at the trends to make your seasonal campaigns more relevant to your target audience. 

Design promotions that offer unique value, such as discounts, limited-edition products, or bundled deals. For example, Black Friday and Cyber Monday sales often feature significant discounts that attract a large number of shoppers.

For instance, a recent study from Accenture shows that 61% of consumers will focus on shopping items that they can use even post-holidays. So, utilize this trend in your marketing messages and highlight how your product adds value to your customers even after the holidays. 

Here’s how you can personalize your seasonal messages: 

• Use targeted email and SMS campaigns to highlight these benefits and the urgency of the offers to drive engagement. You can use Plivo CX to automate the process. 
• Use Plivo’s email marketing and SMS marketing tools to automate and personalize these communications.
  
  

You can also use Plivo CX’s Campaigns feature to create and manage your seasonal promotions, ensuring they reach the right audience at the right time. 

The best part is that you don’t have to rely on a team of writers to draft seasonal content. Once more, use AI copywriting to develop engaging and persuasive promotional messages that resonate with your target audience.

Automate your Shopify marketing strategy and boost sales with Plivo CX

All these marketing strategies work, but they take time to set up. If you do it manually, you’ll need to hire writers, email marketers, and social media marketers just to begin the process. 

If you don’t want to build a team upfront, try Plivo CX to automate the key steps of your marketing process. The platform comes with all the necessary tools to get your marketing strategies up and running, such as:

• Multichannel messaging: Reach out and engage customers via SMS/MMS, email, and WhatsApp.
• Audience management: Tools for segmenting and managing audiences effectively
• Campaign automation: Automate and schedule marketing campaigns for more convenience
• AI-powered copywriting: Generate and personalize creative content for campaigns with AI 
• Analytics and reporting: Measure campaign performance and customer engagement to strategize better
• Integration capabilities: Seamlessly integrate with existing systems

With Plivo CX, you can kickstart your marketing strategy in no time. The platform automates the process while you sit back and monitor results. 

With a deal this good, there’s no time to waste. Request a demo to Plivo CX now and start marketing your Shopify store.

There is no doubt that customer service teams are under immense pressure to deliver high-quality support. From handling routine tasks to managing a huge influx of support tickets, agents are often caught in the crossfire of repetitive tasks and complicated customer issues that demand a nuanced approach. 

In this context, AI-driven customer service can be the gateway for faster resolution and more impactful customer experience—something agile and super-responsive teams could always use.     

HubSpot’s latest data also seems to corroborate this; it notes that AI and automation have helped 78% of customer service professionals spend more time on the more pressing action items instead of drudging behind routine tasks. 

AI customer service software frees up human agents for more nuanced and high-impact problems, such as handling high-value customers and responding to service outages and crises that call immediate attention. 

To help you get started with these software tools, in this article, we have handpicked the top performers in this segment that your agents can adopt. 

10 best AI customer service software for CX teams

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1. Plivo CX

Best for 24/7 AI-powered customer support

Designed to address key pain points for small businesses and SMBs, Plivo CX is an all-in-one AI customer service platform for high-performing CX teams. It comes with an OpenAI-powered chatbot with an integrated knowledge base, which is ideal for delivering 24/7 support. You can also train it on a custom dataset to increase the accuracy and relevance of responses. Additionally, its AI engine can automatically sort and prioritize incoming customer support requests, making sure that urgent issues are handled quickly. You also have the ability to personalize the AI agents to align with your brand's image, policies, and procedures, ensuring they stay focused and in line with your company's guidelines.

The tool comes with a Unified Agent Desktop that offers agents a true omnichannel experience as they can seamlessly view the entire context of customer issues from a single window pane and respond quickly. 

Key features 

• Reduces dependence on live agents by over 50% using OpenAI-powered self-service chatbots that are governed by your brand policies and guidelines
• Unifies customer conversations across email, voice, SMS, WhatsApp, and live chat simultaneously
• Enables simple and convenient hand-offs in case customers want to connect with a human agent 
• Promotes superior CX for your brand with highly-customizable IVR
• Users can build Workflow to automate customer journeys across all communication channels without needing to code
• Intelligent routing matches callers to skilled agents for efficient problem-solving
• Anticipates and delivers proactive answers to customer queries and questions 
• Provides insights into customer service performance with live metrics and historical reporting 
• Connects directly with widely-used CRMs, helpdesk systems, and order and payment platforms. 
• Can quickly integrate with custom APIs, so that you can offer more personalized responses

Limitations 

• Lacks features for monitoring agent performance, ensuring quality standards, and optimizing workforce allocation
• Does not offer a mobile application for agents to access and manage tickets on the go
• May not be well-suited for handling large volumes of routine, transactional customer support inquiries

Pricing

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Omnichannel (annual plans):

• Growth: $29 per user per month
• Business: $69 per user per month
• Enterprise: Available on request

Voice-Only annual plans

• Growth: $25 per user per month
• Business: $40 per user per month
• Enterprise: Available on request

Chat-Only annual plans

• Growth: $15 per user per month
• Business: $30 per user per month
• Enterprise: Available on request

Plivo CX ratings & reviews 

• G2: 4.5/5 (700+ reviews)
• Capterra: 4.3/5 (80+ reviews)
  

2. Balto

Best for capturing customer behavior

Balto is an AI-powered contact center that customer service managers can use to coach and train support agents. Access to real-time reporting and QA helps you capture data and correct course exactly when needed. Key features

• Allows instant manager intervention for every call that is trending negative 
• Delivers dynamic prompts to agents so that they can handle inbound queries effectively 
• It provides a gamified experience where agents can be incentivized to improve their performance

Limitations (G2)

• Balto updates take too long to install for the new versions and need higher specs to be compatible with devices.

Pricing

Available on request Balto Service Rating and Reviews

• G2: 4.8/ 5 (400+ reviews)
• Capterra: 4.4/ 5 (10 reviews)
  

3. Zendesk Support Suite

Best for building smooth customer service workflows 

Zendesk Support Suite is an AI customer service platform that helps you make conversations more personalized. This platform is designed to handle even complex customer service interactions, providing relief to human agents. It also comes with various tools like ticketing, live chat, and self-service portals.

Key features: 

• Facilitates quick and seamless customer service resolution with AI agents 
• Empowers customer service agents with full context behind every customer service interaction
• Uses generative AI to drop personalized responses to customers 

Limitations (Capterra)

• It comes with a significant learning curve
• Does not offer features for real-time, conversational support, such as chat or voice
• Requires all customer interactions to be channeled through tickets, creating a transactional experience

Pricing 

• Suite Team: $55 per agent per month, billed annually
• Suite Growth: $89 per agent per month, billed annually
• Suite Professional: $115 per agent per month, billed annually

Zendesk ratings & reviews

• G2: 4.3/ 5 (5800+ reviews)
• Capterra: 4.4/ 5 (3900+ reviews)
  

4. Chatfuel AI

Best for handling customer interactions on WhatsApp

Chatfuel is one of the top AI platforms that enables customer service teams to manage customer interactions and resolve complaints with ease. It comes with an AI agent called Fuely AI, which has a range of skills that can be used in various combinations. Additionally, it integrates with multiple platforms such as Stripe, Shopify, Zapier, Calendly, Google Sheets, and more. 

Key features: 

• Personalizes customer interactions and enables timely and relevant responses to each customer
• Seamlessly integrates with WhatsApp, enabling easy accessibility for customers 
• Offers a round-the-clock customer support team that can cater to user queries at any point of the day

 Limitations (G2)

• Does not offer as many functions and can be expensive for businesses with large audiences
• Sometimes, Chatfuel can be challenging to use if you don't have a developer 

Pricing (Source)

• Business Plan: Starts at $14.39 per month for 500 conversations. A plan for 1,000 conversations per month is available at $34.49
• Enterprise Plan: Priced at $300 per month, which includes all features from the Business plan plus additional services 
• Chatfuel offers a free 7-day trial of the business plan

Chatfuel AI ratings & reviews 

• G2: 4.5/ 5 (40+ reviews)
• Capterra: 4.4/ 5 (20+ reviews)
  

5. Freshdesk

Best for intuitive and contextual customer service 

Freshdesk is a leading AI customer service solution with advanced ticketing functionality that enables you to deliver personalized support quickly. It reduces agent workload by offering automated customer service features. The platform’s native AI bot, Freddy, promptly attends to customer queries across chat and emails, learning and adapting from previous customer interactions, offering a more accurate and contextual response each time. 

Key features: 

• Helps customer service teams resolve queries swiftly and accurately at every step
• Provides a single platform to prioritize and handle tickets at scale 
• Enables smart self-service for customers with automation, allowing them to get to answers more quickly 

Limitations (G2)

• Lack of synchronization. It has a syncing problem in reports and data.
• It can quickly get expensive for smaller teams, and you end up paying for a lot of things you don't use.

Pricing (Source)

• Free Plan: available
• Growth: Starts at $15 per agent per month, billed annually.
• Pro: Priced at $49 per agent per month, billed annually.
• Enterprise: Costs $79 per agent per month, billed annually

Freshdesk ratings & reviews 

• G2: 4.4/ 5 (3100+ reviews)
• Capterra: 4.5/ 5 (3200+ reviews)

6. Tidio 

Best for real-time customer communications

Being an AI customer service solution, Tidio diverts inquiries to their AI support agent, Lyro. It answers 70% of repetitive questions without any involvement from human agents. The platform also offers a live chat that engages with your website visitors and customers in real time. 

Key features:

• Offers assistance to multiple customers simultaneously, significantly increasing your first-contact resolution rate 
• Answers customer questions across multiple channels and in multiple languages 
• Performs recurring tasks on behalf of human agents, such as creating tickets, checking order statuses, etc. 

Limitations (G2)

• Lack of integration with external platforms
• It has limitations in areas like queue visibility, pricing for larger teams, reporting, and chatbot customization 

Pricing (Source)

• Starter: $29 per month for up to 100 conversations
• Growth: $59 per month for up to 1,000 conversations
• Tidio+: $749 per month
• Enterprise: $2999 per month

Tidio ratings & reviews 

• G2: 4.7/ 5 (1500+ reviews)
• Capterra: 4.7/ 5 (450 reviews)

7. Nextiva

Best for conversational AI features for voice-based interactions 

Nextiva comes with an advanced IVR and conversational AI functionality that caters primarily to voice-based customer interactions. It uses Natural Language Processing powered by Google Dialogflow and IBM Watson, ensuring your callers get the help they need quickly.  

Key features: 

• Offers queue callbacks if all live agents are busy when a customer calls
• Helps automate call routing intelligently so that the customers don’t have to sit through a long menu of options 
• Equipped to comprehend human language, it makes every voice-based interaction less robotic and more intuitive

Limitations

• There is no option for an AI voice to generate the phone tree. (G2)
• The initial setup process can take some time. (Capterra)

Pricing

• Essential: $18.95 per month when billed annually 
• Professional: $22.95 per month when billed annually
• Enterprise: $32.95 per month when billed annually

Nextiva ratings & reviews

• G2: 4.5/ 5 (3100+ reviews)
• Capterra: 4.6/ 5 (890+ reviews)

8. Kustomer 

Best for unified cross-channel customer insights 

Kustomer is a customer service platform built with an AI-powered extension, Kustomer IQ. It encompasses an AI-powered customer service bot and an agent assist, which work together to boost agent efficiency. With a unified, multichannel view, customer support agents can drive customer engagement and deliver hyper-personalized service. 

Key features

• Empowers support teams with in-depth customer insights to deliver proactive customer support
• Provides agents with communication prompts for smoother and more engaging customer interactions
• Automates customer resolution with conversational answers derived solely from your support content 

Limitations (Capterra)

• The tool is on the expensive side, as it only takes on companies that can purchase 8+ seats, so it may not be suitable for small businesses. 
• It is reported to have a steep learning curve

Kustomer ratings & reviews

• Capterra: 4.6/ 5 (50+ reviews)
• G2: 4.4/ 5 (420+ reviews)

Pricing

• Enterprise: $89 per month
• Ultimate: $139 per month
  

9. Zoho Desk 

Best for automated ticket management and assignment

Zoho Desk is another popular customer service platform that helps you track and manage customer requests efficiently. Its built-in AI assistant, Zia, helps streamline support ticket resolution with the help of knowledge base bots, ticket tags, sentiment analysis, and field predictions. 

Key features

• Offers a self-service portal for every brand’s customer 
• Delivers customer sentiment insights for every customer conversation 
• Helps support teams frame the best responses by using context, FAQs, and templates

Limitations (G2)

• Some advanced features and customization options can be complex and require a steep learning curve
• Some features that companies would regard as essential may only be accessible on the top-tier plans

Zoho Desk ratings & reviews 

• Capterra: 4.5/ 5 (2100+ reviews)
• G2: 4.4/ 5 (5600+ reviews)

Pricing (Source)

• Free Plan: Available 
• Express: $7 per user per month when billed annually
• Standard: $14 per user per month when billed annually
• Professional: $23 per user per month when billed annually
  Enterprise: $40 per user per month when billed annually

10. Intercom

Best for multilingual and omnichannel support 

  When it comes to AI customer service software, Intercom is another name that deserves to be mentioned on this list. Intercom’s AI chatbot, Fin, uses internal support content to deliver conversational answers to customers. The platform is built to manage customer communications across channels and in different languages. 

Key features: 

• Customizable answers that allow you to take a call between LLM-generated answers and predefined statements 
• Sends responses from multiple resources like Intercom articles, PDFs, and public URLs for an optimum resolution
• Delivers timely responses and supports a smooth onboarding experience 

Limitations (Capterra)

• Offers a basic voice calling feature but may lack advanced options for call routing, recording, or analytics
• Provides limited tools for monitoring agent performance, call quality, and customer satisfaction
• May have difficulties integrating with custom-built systems or legacy applications 
• The pricing structure can be a bit steep

Intercom ratings & reviews

• Capterra: 4.5/ 5 (1000+ reviews)
• G2: 4.5/ 5 (3000+ reviews)

Pricing (Source)

• Essential: $39 per seat per month 
• Advanced: $99 per seat per month
• Expert: $139 per seat per month

What is AI customer service software?

AI customer service software are solutions that automate, facilitate or enhance different elements of your customer service. Encompassing a wide range of solutions, customer service AI tools use Natural Language Processing (NLP), machine learning and generative AI to tackle support-related issues. It is designed to understand and respond to customer inquiries, handle routine tasks, and deliver valuable insights, freeing human agents to focus on more complex tasks. 

How to use AI customer service software? 

When it comes to modern AI customer service tools, there is a whole universe of solutions that help reduce agent workload and boost overall efficiency and quality of support. These include: 

AI chatbots for handling routine inquiries 

AI chatbots are automated chat systems that interact with customers in real time, typically on your website, mobile app, or voice. Instead of deploying a human agent to handle every query, an AI chatbot can field simpler customer requests and questions.

An AI chatbot does a phenomenal job of handling basic queries like billing information, subscription upgrades, and FAQs, significantly reducing pressure on your customer support team without compromising on the quality of the experience.

Voice bots and virtual assistants to greet and guide customers

AI voice bots and IVR (Interactive Voice Response) systems manage voice-based interactions. Not only can it be used to greet and guide customers but also to help them schedule appointments, conduct product walkthroughs, and generate basic information. 

Automated call distribution systems for efficient query resolution 

The agent-to-customer ratio can be skewed, with more customers trying to connect with a limited number of agents. This means agents need to prioritize which customers they should attend to first.

To top this off, additional time is lost in the process of navigating and handing off calls to the concerned agent or department. An automated call distribution system, also known as an automated ticketing system, helps you efficiently route calls and get customers to resolution at a much faster rate. 

Predictive analytics for anticipating and adapting to customer needs

Predictive analytics is a transformative AI solution that captures and analyzes customer data. This data helps you anticipate customer problems or needs so that you can offer more proactive customer support instead of waiting to put out the fire when it’s too late. 

AI-powered knowledge base for customer self-service

An AI-powered knowledge base is also a vital AI-powered customer service software that allows for faster first-touch resolution. It taps into advanced technologies like NLP and ML to provide instant, accurate answers to customer queries.

An AI-powered knowledge base is typically integrated into an AI chatbot that allows customers to self-navigate through their queries easily, moving all your elementary customer queries out of the way. 

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Plivo CX: The finest AI customer service software for your business

AI has set a new benchmark for how customer service teams manage interactions, streamline processes, and handle customer requirements. The right AI-enabled customer service software can set your customer support agents up for success and foster customer loyalty. Plivo CX is an ideal AI customer service solution because it offers a range of features that create the perfect blend of human support and OpenAI-driven responses. As a case in point, its intuitive chatbot offers a round-the-clock, personalized customer experience with minimal need for agent involvement. The platform achieves this without compromising on support quality and guarantees prompt assistance to customers while helping agents maximize their productivity. Ready to upgrade your customer support? Book a demo to learn more.  

Promoting a Shopify store is easier said than done. There are hundreds of ideas, and finding the right first move can be confusing. 

This is why we have listed a step-by-step guide on how to start promoting a Shopify store. This guide shows where you can start and how to expand your marketing strategy. 

This way, you are neither putting all your eggs in one basket nor spreading yourself too thin. Let’s begin!

1. Get on Instagram

With over 1.4 billion users, Instagram remains the most popular social media channel. If you are just starting out with the promotion of your Shopify store, then Instagram is the best place to start. 

Why? Firstly, the impressive reach. Secondly, the platform is also eCommerce friendly. Being visual-heavy in nature, you can easily showcase your products. There are ample features available that can be used to further sell products, such as shoppable feeds, ads, and collaborations. 

On top of that, customers are also open to interacting with brands or consuming diverse content on Instagram. So, you meet them where they are. Start by thinking of your unique brand voice and creating organic content around it.  

How Frank Body became a $20 million beauty brand | Instagram success story

Frank Body, a popular skincare brand, started out as a side project by two college graduates. They had no marketing budget as beginners (as expected), so they turned to Instagram. They spent their maximum time on this channel to create a unique brand voice and presence. With time, they diversified to newsletters and other social media platforms. 

However, Instagram remained their primary channel, with over 744k followers. What stood out for Frank Body was their playful brand personality, which they kept consistent with their content. That's how a $5000 start-up became a $20 million beauty brand. 

2. Expand on TikTok

After Instagram, TikTok is one of the most widely used social media platforms, boasting over 900 million monthly unique users. With its focus on short-form videos, TikTok content is engaging for consumers, especially Gen Z. 

You can create offbeat, informative videos that showcase your products or highlight your brand values. TikTok also provides features like product links and integration options with Shopify to boost sales for eCommerce businesses. 

How Pure Daily Care increased sales by 450% | TikTok success story

Pure Daily Care, a health and personal care brand, started sharing videos on TikTok highlighting their product and demonstrating benefits. They collaborated with many creators to produce these videos. 

The creators used TikTok's in-app video creation tools to create authentic and raw TikTok content without any fancy editing. These videos resonated with the audience, and with time, they saw an increase in unit sales by 450%.

3. Run SMS marketing campaigns

Two in five consumers want to hear from brands via SMS. In fact, consumers from ages 25 to 54 prefer to communicate with brands via SMS over email. SMS is a growing marketing channel. 

Consumers are looking for quick SMS notifications that are not as elaborate as email and not as small as a push notification. SMS lies in the sweet spot. You can design various SMS campaigns for various use cases, such as abandoned carts, shipping notifications, flash sales or limited-time offers, personalized campaigns, and more for engaging customers. 

How Domino's acquired customers in as low as 15 cents per subscriber | SMS marketing success story

Domino's started its marketing initiatives with TV and Facebook ads. Slowly, they also wanted to use SMS also as a medium to gain more traction, and the results were astonishing. 

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By putting in only a $25 investment initially, the brand saw an increase of 125 orders from a single SMS message. Their SMS subscriber base was increasing, and with time, the cost per acquisition went as low as 15 cents per subscriber.

4. Start email marketing

Email remains one of the top marketing channels, with one in four consumers wanting to hear from brands via email. Emails are an excellent way to showcase your offers, as you can play around with graphics, incorporate storytelling, and personalize recommendations. 

You can design email campaigns for order fulfillment flow, limited offers, personalized recommendations, loyalty programs, and more.

How Dormify converts audience  almost two times the site average with email | Email marketing success story

Dormify, a lifestyle brand, was using email marketing only on an ad-hoc basis. They would send bulk emails in a go and then plan for the next campaign. They later improved their email marketing strategy, started segmenting users, and created three automated email series: a welcome series, cart abandonment, and a post-purchase.  

By implementing the new strategy, Dormify saw a 92% increase in email revenue and the email audience converting almost two times the site's average.

5. Collaborate with influencers

Collaborating with influencers is helpful as, firstly, they come with an already engaged audience who trust their recommendations. Secondly, influences create excellent content around products, which you can reuse later in other marketing channels. 

You can start influencer marketing by finding nano or micro-influencers with highly engaged audiences in your niche. As your marketing budget grows, you can also start reaching out to bigger influencers with higher follower counts.   

How Happy Skin Co generated $12 million in revenue | Influencer marketing success story

Happy Skin Co, an online retailer, did its market research and concluded that social media is the best place to reach their ideal customers. The company tried to partner with an average of one influencer each day. 

They initially started with smaller influencers doing barter collaboration, i.e., sending products for free and influencers promoting them in return. Now, their homepage is a carousel of influencers touting their product on Instagram, some with follower counts reaching into the tens of millions. The founder credits influencer marketing as a major reason behind their $12 million in revenue.

6. Build partnerships with other brands

By partnering with other brands, you can tap into their user base and reach a wider audience. Why do such brand collaborations work? 

Firstly, by combining two brands and creating unique products or combos together, you can create something that is useful for customers or keeps them hooked. 

Secondly, collaborating with credible brands also improves your positioning. 

Partnerships can also be cost-effective and may not necessarily require a high investment. You can find complementary brands and reach out to them for collaboration.

Balenciaga X Crocs | A brand collaboration success story

Balenciaga is a high-end fashion, and Crocs is known for everyday wear. No one expected the fusion of two. But the brands surprised their consumers by launching a collaboration. 

Their first Balenciaga x Crocs collaboration retailed for $850 and got sold out immediately. 

7. Run paid ads

Once you have done some brand-building work, it's a good time to run paid ads. Why so? Your customers will only bounce if they are redirected to any empty page by the ad. 

So, after you have created some organic content, you can run paid ads to increase brand visibility and reach the targeted audience. Another good part of running paid ads is they are measurable. You can easily measure the results of your campaign. 

You can first decide on the platform on which you want to run ads: Instagram and Google ads are the most popular. You can create compelling ads, start with small budgets, and further optimize with time.

How Seltzer Goods increased monthly revenue by 785% | Paid ads success story

Seltzer Goods, a retailer, runs paid ads to generate leads and nurture them through the sales funnel. They started with a small budget and further decided to increase their ad spend. They kept their ad creation simple and largely used automation to place ads. 

Their efforts resulted in a 785% increase in monthly revenue, a 319% increase in clicks, and a 105% increase in total brand impressions.

8. Promote user-generated content

User-generated content (UGC) further helps you to build your brand's credibility. UGC looks more authentic than influencer collaborations. Shoppers are more likely to trust recommendations from real users. 

Also, when customers share their experiences on social media, it creates word of mouth and reaches a new audience.

How GoPro created an audience of over 20.8 million followers | UGC success story

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GoPro is an excellent example of a brand acing its UGC strategy. They promoted their branded hashtags #GoPro, #GoProCommunity, and #GoProAwards heavily on Instagram. Users share their GoPro videos by using the hashtag. 

Some of the best videos are also rewarded under the hashtag #GoProAwards. Currently, their main hashtag, #GoPro, has over 5 million posts. What an amazing way to have regular content on the product and keep it in front of users. 

9. Build a community

Building a community further helps you create a loyal user base. A community allows you to hear feedback directly, improve customer service, and create deeper connections with consumers. 

Also, by creating a two-way communication channel, consumers think of your brand as one that listens to its consumers and increases your brand reputation.

How Alo Yoga scaled to $247 Million in revenue | Community success story

Alo Yoga focused on creating a community of yoga lovers. They offered exclusive perks to community members, such as exclusive access to premium wellness content, virtual retreats, workshops, and challenges. 

The brand slowly became a regular among celebrities and crossed $247 million in revenue.

10. Create shoppable feeds

Creating a shoppable feed on Instagram and TikTok will improve your customer experience. Whenever they see an ad or any video and want to see products further, they can directly view products on your shoppable feed and hit purchase. No need to go to the website. Shoppable feeds reduce friction. 

Apart from social media, you can also create a shoppable feed (known as product feed) in Google Merchant Center so customers can see the products directly upon Google search. They don't have to go to the website to search for products.

How Carbishopper increased sales by 15% | Shoppable feeds success story

Caribshopper, an eCommerce marketplace for Caribbean-made products, started listing their products in Google Merchant Center. 

Their improved listing strategy increased customer acquisition through the organic search channel and enhanced shopping campaigns to increase sales by 15%.

11. Get press coverage

With the rise of social media, there are many ways to reach consumers, but good old PR is never a bad idea. It increases your credibility and helps you get links from reputable sites. 

You can check for reputable publications in which you want your products to be included and then reach out to them. You can also collaborate with any PR agency if required to get more press coverage. 

How Warby Parker reached a $3 billion valuation | PR success story

Warby Parker, an eyewear company, took advantage of old-school PR when starting out. They collaborated with a brand consultancy to increase their PR efforts. 

With the help of the consultancy, they were featured in GQ and Vogue. After the feature, the company fully sold out its inventory and had a 20,000-person waitlist. It gave the company an amazing start, and it has now reached a $3 billion valuation.

12. Invest in SEO

For any eCommerce brand, investing in SEO is the long-term game. While it doesn't give results immediately, it helps to consistently gain organic traffic. SEO helps you reach the right audience. 

By optimizing your website for relevant keywords, you will attract potential customers who are already looking for similar products. You can define your content strategy and identify relevant keywords to get started. 

How Etsy gets ~100 million site visits every month | SEO success story

Etsy consistently creates shopping guides for customers, targeting relevant keywords that show how their products would be a perfect fit for the occasion. 

Further, they have also optimized the pages for speed and good-quality images. With all the investment in SEO, they get consistent ~100 million site visits every month valued at $14 million. 

Promote Shopify Store with Plivo

With direct integrations available with Shopify, Plivo CX helps you reach your target consumers via SMS, email (upcoming), and WhatsApp (upcoming) campaigns. 

The platform, with its single window pane for multiple channels and self-service chatbots, is also extendable to the support teams, so you can attract new customers, consistently engage them, and provide excellent customer service via an all-in-one platform.  

You can also quickly launch campaigns with pre-built templates or create new campaigns quickly with our AI-powered copywriter. Our Audiences feature also helps segment customers effectively based on their online behavior, engagement levels, and purchase history and create well-targeted campaigns.

 Sign up for a free trial to increase the reach of your Shopify store.

Running a Shopify store is easier said than done. More so, when you have to regularly manage tasks such as updating product listings, handling customer inquiries, and executing marketing campaigns, to name a few. 

These small tasks add up, taking focus away from your most important job—making sales.

Missing sales due to slow responses or not knowing the latest trends can really hurt your online business. However, Shopify apps can help solve this problem. These robust tools are designed to automate, optimize, and streamline various aspects of your ecommerce store operations. 

But among the thousands of apps available, which tools do you need to use to improve customer experience, increase sales, and simplify store management? Which tools can help you maximize your ROI on the platform?

To help you get started, we’ve compiled 11 top-performing Shopify apps that can propel the sales of your ecommerce store. Remember, each of these apps has a unique use case that can amplify a specific aspect of your ecommerce business.

Let’s dive right in!

Why do you need Shopify apps to increase sales?

Here’s how Shopify apps can help you grow your sales figures:

1. Enhanced customer experience

Shopify apps provide personalized recommendations to automated customer service chatbots. These apps ensure customers enjoy a smooth and engaging shopping journey, leading to enhanced customer experience.

2. Streamlined operations

They help streamline routine operations like inventory management and order fulfillment, reducing manual work and minimizing errors. 

3. Effective marketing strategies

Shopify apps offer a range of marketing solutions, from automated email campaigns to social media content creation. They also automate the content creation process and provide analytics to track performance metrics. 

4. Data analytics and insights

With the apps, you can better understand your customers' behavior and your store’s performance. They provide powerful insights to track key metrics and identify trends. With these insights, you can properly optimize your store and align marketing efforts better.

5. More conversions

These apps are designed to help you achieve this by optimizing various aspects of your store. They provide SMS marketing automation to capture attention, interactive quizzes to recommend products, and pop-ups that capture leads. All these activities combined will help you increase sales for your Shopify store. 

11 best Shopify apps to increase sales for your ecommerce store

1. Plivo CX - to automate emails and SMS

Plivo CX is an all-in-one, AI-driven ecommerce marketing automation platform designed to help Shopify brands automate their email, WhatsApp, and SMS campaigns. 

It seamlessly integrates with your Shopify store and allows you to share personalized messages through its premium carrier network, which is spread across 200+ countries. With Plivo CX, you can send the right messages to the right customers at the right time.

Key features:

• Two-way messaging: Engage with your customers in interactive SMS conversations, powered by Plivo’s premium carrier network with low latency. The two-way messaging feature provides real-time communication and improves customer engagement

• Automated workflows: Set up automated workflows through a drag-and-drop builder, without any coding 

• Audiences: This feature helps you gather all your customer information in one place. You can easily segment customers based on their interests or how they shop on your site. Then, you can send them super-relevant messages to engage with them effectively

• Journeys: Identify key events to trigger messages and multi-step campaigns to meet customers where they are in their journeys. You can also control the timings of these messages. For example, you can start a journey based on an abandoned cart, wait for three days and then send a personalized message to nudge them to buy

• Campaigns: Launch and manage SMS and email campaigns from a single platform. Simply select your audience, choose your preferred channel, and create and schedule your message. Also, track key metrics to measure ROI and campaign effectiveness, optimizing your strategy for maximum return.

• Copywriter AI: Utilize AI-driven tools to generate compelling copy for your messages. The AI Copywriter ensures that your content is engaging and professional with a high TAT

Pricing

• Free: for up to 1,000 contacts and 3,000 engagement credits
• Starter: $19 for up to 5,000 contacts and 15,000 engagement credits
• Growth: $75 for up to 25,000 contacts and 90,000 engagement credits
• Pro: $199 for unlimited contacts and 270,000 engagement credits
• Enterprise: Contact sales for customized pricing

2. OptinMonster - to automate emails

OptinMonster is a powerful lead-generation tool that offers a range of customizable pop-ups, slide-ins, and opt-in forms to capture emails. It also comes with an intuitive drag-and-drop builder that allows users to create compelling campaigns without coding

Key features:

• Exit-intent technology: It detects user behavior and displays targeted messages just before they leave your site. This helps you reduce bounce rates and recover abandoning visitors
• A/B testing: You can test different form designs and messages to find the most effective versions. This gives you real data to optimize your campaigns
• Page-level targeting: It shows personalized messages based on visitor behavior and specific pages they visit
• Integrations: OptinMonster connects with popular email marketing services and CRM tools like Mailchimp, Constant Contact, HubSpot, and Salesforce. This ensures that captured leads are automatically captured into your marketing system

Pricing:

• Basic: $9.97/month when billed annually
• Plus: $19.97/month when billed annually
• Pro: $29.97/month when billed annually
• Growth: $49.97/month when billed annually

3. PushEngage - for push notifications

PushEngage is a push notification tool for sending personalized messages directly to your subscribers' browsers. Its easy-to-use interface allows you to quickly set up and manage your push notification campaigns.

Key features:

• Auto-responder: It creates a series of automated notifications to engage new subscribers. And keep your audience engaged
• Triggered notifications: It sends notifications based on user behavior, such as browsing history or cart abandonment, to make messages more relevant
• Segmentation: It segments your audience based on various criteria, such as location, interests, and behavior, so that you can send highly targeted messaging
• A/B testing: It lets you experiment with different notification messages to determine the most effective approach
• Detailed analytics: It lets you access in-depth reports on notification performance, including click rates and conversions. This gives you insights into your campaign’s success and areas for improvement

Pricing:

• Starter: Free
• Business: $9/month
• Premium: $19/month
• Growth: $39/month

4. OctaneAI: Advanced quiz maker - to create quizzes 

OctaneAI is a robust tool that creates engaging quizzes to help you gather valuable customer data on your website. You can build customized quizzes that can recommend products, collect email addresses, and provide insights into customer preferences.

Key features:

• Conversational interface: Create interactive, conversational quizzes that mimic a real conversation to make the quiz-taking experience more enjoyable
• Product recommendations: Use quiz responses to suggest products tailored to each user’s preferences, offering personalized shopping
• Dynamic lead capture: Collect email addresses and other contact information during the quiz. Builds your email list while providing value to your customers through personalized results
• Conditional logic: Implement conditional logic to guide quiz takers through different paths based on their answers 
• Shopify integration: Seamlessly integrates with Shopify to sync quiz data and automate workflows 

Pricing:

• Octane: $50/month for 20 engagements
• Octane Plus: $200/month for 1500 engagements
• Enterprise: Starts at $500
  
  

5. Outfy - to automate social media content creation 

Outfy is a social media automation tool that helps you create and schedule social media content for your ecommerce store. It supports a wide range of social media platforms such as TikTok, Instagram, Facebook and Pinterest. 

Key features:

• Creative templates: Access a variety of customizable templates for different social media platforms to make your posts more visually appealing and optimized for each platform’s requirements
• Animated GIFs and videos: Create and post animated content to attract more engagement 
• Hashtag suggestions: Provides relevant hashtag recommendations based on your content and trends so your posts are easily discovered by your target audience
• One-click publish: Instantly share your content across multiple social media platforms with a single click. It simplifies the publishing process and ensures you always post on time 

Pricing:

• Trial: free (with limitations)
• Starter: $20/month
• Pro: $40/month
• Ultimate: $70/month
• Enterprise: $120/month

6. Instafeed - to automate Instagram content creation

Instafeed is another content creation tool that automates the display of your Instagram content. It’s specially designed for Instagram, so it rapidly integrates your Instagram feed with your Shopify website, making way for a formidable visual presence on the social media platform.

Key features:

• Real-time syncing: Automatically update your store with the latest posts from your Instagram feed. So, your website content is always fresh and engaging without manual updates
• Customizable feed layouts: Choose from various layout options, such as grid and slider layout, to match your store’s design and maintain a consistent aesthetic
• Shoppable posts: Enable shoppable tags to link Instagram posts directly to product pages. This allows customers to shop directly from your Instagram feed
• Hashtag feeds: Display posts from specific hashtags to create community-driven content sections 
• Moderation tools: Approve or hide specific posts to maintain control over your feed’s content and ensure only relevant and appropriate content appears on your site

Pricing:

• Starter: Free
• Pro: $6/month
• Plus: $20/month

7. PopSmart - to build pop-ups

PopSmart designs engaging and high-converting pop-ups for your ecommerce store. It offers various customization options and advanced targeting features to help you capture leads, increase sales, and reduce cart abandonment. 

Key features:

• Smart targeting: Utilize advanced targeting options such as geolocation, device type, and traffic source to ensure your pop-ups are displayed to the right audience at the right time, enhancing effectiveness
• Exit-intent technology: Triggers pop-ups when a visitor is about to leave your site. This reduces bounce rates and recovers potentially lost customers by offering timely incentives
• Scroll-based triggers: Display pop-ups based on how far a visitor scrolls down a page. Engages users who show interest in your content, increasing the chances of conversion
• Dynamic text replacement: Personalize pop-up content based on user behavior and preferences. Creates a more personalized user experience, leading to higher engagement and conversions
• A/B testing: Compare different pop-up designs and messages to identify the most effective ones. Optimizes your campaigns based on real-time data, ensuring better results

Pricing:

• Starter: free
• Basic: $ 32.5/month 
• Advanced: $57.5 / month 
• Pro: $82.5/month
• Expert: $132.5/month 

8. Oberlo - to find trending products for your store

Oberlo is a dropshipping app that allows you to find and import trending products directly into your Shopify store. It simplifies the process of sourcing products, managing inventory, and fulfilling orders so you can run your ecommerce stores efficiently. 

Key features:

• Product sourcing: Access a vast marketplace to find trending and high-demand products. You get the latest and most popular items 
• Real-Time inventory updates: Oberlo keeps your inventory synced with suppliers in real time to prevent overselling
• Price automation: Set pricing rules to automatically adjust product prices based on your preferences
• Sales and performance tracking: Monitor sales data and product performance directly within the app. You get insights into what products are performing well to make informed business decisions
• One-click import: Import products directly from suppliers to your Shopify store with a single click to expand your inventory

Pricing:

• Not mentioned on the website 

9. Bee Low Stock Alert - to keep track of your inventory

Bee Low Stock Alert is an inventory management tool that helps Shopify store owners keep track of their stock levels. It sends timely notifications when your inventory is running low, allowing you to restock products before they run out.

Key features:

• Customizable alerts: Set custom low stock thresholds for individual products and receive alerts via email or Slack. This reduces the risk of stockouts
• Multi-location support: Track inventory across multiple locations or warehouses
• Variant-level alerts: Monitor stock levels for specific product variants. For example, if you sell a T-shirt that comes in multiple sizes (small, medium, large) and colors (red, blue, green), you can set alerts for when the stock of red T-shirts in medium size falls below 10 units
• Daily stock summary: Receive a daily summary of your stock levels to stay updated on your inventory status
• Historical data: Access historical stock data to analyze trends and predict future inventory needs

Pricing:

• Starter: free
• Professional plan: $5.99/month
• Advanced plan: $11.99/month 
• Enterprise plan: $39.99/month 

10. Google Channel - syncing your product information to Google

Google Channel is an integration that connects your Shopify store with Google's merchant services. It allows you to sync your product information seamlessly with Google. This integration helps you list your products on Google Shopping, making it easier for potential customers to find them through Google search and advertisements.

Key features:

• Automated product sync: Automatically sync your product listings, descriptions, and prices with Google Merchant Center. This ensures that your product information is always accurate and current on Google
• Google smart shopping campaigns: Leverage Google's machine learning to optimize your ad placements and bidding. This will increase the visibility of your products and drive more targeted traffic to your store
• Multi-country and multi-language support: Easily expand your reach by listing your products in multiple countries and languages to tap into international markets 
• Performance tracking: Monitor the performance of your products on Google Shopping and other Google services. It provides insights into how your products are performing and helps you make data-driven decisions 

Pricing:

• Google Channel is free to integrate with your Shopify store, but additional costs may apply to Google ads. 

11. Plug in SEO - to optimize your site for SEO

Plug In SEO is designed to enhance your website’s position on search engines. It identifies SEO issues, provides actionable recommendations, and helps implement changes to improve your site's visibility on search engine results pages. 

Key features:

• SEO audits: Conduct site audits to identify SEO issues and improvement opportunities 
• Structured data support: This service adds structured data (schema) to your site to improve search engine indexing and rich snippets 
• Bulk editing: Edit bulk SEO attributes like meta titles, descriptions, and alt texts. This saves time and ensures consistency across your entire site
• SEO template editor: Create and apply SEO templates for product pages, collection pages, and blog posts. This way, you can optimize large volumes of content quickly
• Keyword suggestions: Provides keyword suggestions and tracking to help you target the most effective keywords 
• Performance tracking: Monitors your site's SEO performance and provides detailed reports 

Pricing:

• Small store: $29.99/month
• Medium store: $49.99/month
• Large store: $79.99/month

Choose one of the best Shopify apps to skyrocket sales

Each of these Shopify apps helps you increase sales by automating a unique task for your ecommerce store. But truth be told, many do not prefer such disjointed resources while operating their store’s marketing activities. 

If you’re looking to automate SMS marketing or email marketing from a single platform, you can go for Plivo CX.

As noted above, the platform leverages Plivo’s own premium carrier network spread across 190+ countries. On top of this, you get access to segmentation features like Audiences that segregate your customers into specific groups. Subsequently, you can use Journeys to send highly targeted messages based on triggers. 

Plivo CX also helps you quickly generate engaging messages with Copywriter AI. Not only that, once you’ve lanched your campaign, you can continuously monitor your marketing strategy performance with detailed analytics. 

Request a demo today! 

In today's fast-paced business environment, customer interactions play a pivotal role in determining success. Imagine a scenario where a call center receives hundreds of calls daily. Each call contains valuable insights about customer preferences, pain points, and overall satisfaction. However, without the right tools, these insights can remain untapped, buried within the raw audio of customer interactions. This is where Plivo’s Audio Stream comes in, transforming how businesses can leverage real-time audio data.

Plivo’s Audio Stream allows businesses to stream raw audio from active calls to applications or third-party systems over WebSockets. This feature empowers organizations to capture and analyze customer interactions automatically, thereby enhancing the overall customer experience.

Getting Started with Audio Stream

In this blog, we’ll outline the key highlights of this feature and offer tips for making the most of Audio Stream.

How Does Audio Stream Work?

Plivo’s Audio Stream, part of Plivo's Voice API, represents the next generation of real-time access to raw audio data. When coupled with AI-based tools, businesses can leverage audio streaming to offer enhanced voice-based services, extract valuable insights, and elevate customer interactions.

To get started with Audio Stream, establish a WebSocket connection to stream raw audio from active calls in real-time to applications or third-party systems. With this connection, you can play audio, interrupt and clear buffered audio, and send a checkpoint event to indicate the completion of playback. Refer to our API and XML documentation for detailed instructions on establishing and managing this connection.

The illustration below shows how a call center could use audio streaming to document key details from a customer interaction — data points that can later improve the customer experience.

Other Real-Life Use Cases:

• Healthcare Services: In a healthcare setting, audio streaming can be used to transcribe patient calls in real-time, ensuring accurate record-keeping and immediate access to patient information for better service delivery. Additionally, by utilizing audio streams, healthcare providers can develop AI-based virtual assistants or bots that assist patients in booking appointments, refilling prescriptions, and answering common medical inquiries, thereby reducing the burden on human staff and improving patient satisfaction.
• Financial Services: For financial institutions, audio streaming can help monitor and analyze conversations for compliance purposes, ensuring that all regulatory requirements are met while also enhancing customer service. Additionally, AI-based virtual assistants can be integrated to assist customers with routine banking inquiries, and streamline tasks such as loan applications and account management. This not only improves operational efficiency but also elevates the customer experience by offering prompt and accurate assistance.

These are just a few examples of how audio streaming can be used across industries. Audio streaming can be applied in various use cases across different sectors.

Bidirectional Audio Streaming

Upon establishing the audio stream via WebSocket, Plivo forks and transmits raw audio over the WebSocket in real-time, ensuring high quality. With bidirectional audio streaming, Plivo offers the functionality to transmit audio from your application back to Plivo, enabling real-time conversational use cases. During the call, Plivo will then relay this audio back to the caller or end user.

What Can I Build with Audio Streaming APIs?

Audio streaming opens up numerous opportunities to enhance customer satisfaction by providing deeper insights into customer interactions. Here are some potential applications:

• Conversational AI Bots: Integrate raw audio captured by Audio Stream with AI bots via Amazon Lex or Google Dialogflow to create AI virtual assistants that engage with your customers.
• Real-Time Transcriptions: Use services such as Amazon Transcribe or Google Speech-to-Text for real-time transcriptions in multiple languages.
• Sentiment Analysis: Monitor conversations between your customers and agents to analyze service quality and improve training by identifying high and low performers.

Getting started with Audio Stream

It’s easy to get Audio Stream up and running — simply follow the steps below.

1. Sign up with Plivo.
2. Purchase a number from the console or via API. 
3. Attach the purchased number to the application which returns the audio stream XML instruction.
4. Dial the number. 
5. Return the following XML instruction to start getting raw audio from Plivo and enable a conversational AI bot (bidirectional audio stream).

<Response>
	<Stream bidirectional="true" keepCallAlive="true">wss://yourstream.websocket.io/audiostream</Stream>
</Response>

6. Send audio back to Plivo via the same Websocket connection with the format highlighted below.

{
  "event": "playAudio",
  "media": {
    "contentType": "audio/x-l16",
    "sampleRate": 8000,
    "payload": "base64 encoded raw audio.."
  }
}

7. Plivo relays the audio back to the call.

Clear Audio

In scenarios where you need to interrupt or halt audio that you've sent to Plivo, use the clear audio command to seamlessly interrupt and clear buffered audio. Send the following instruction via WebSocket:

{
  "event": "clearAudio",
  "streamId": "b77e037d-4119-44b5-902d-25826b654539"
}

Pricing

Audio streaming is priced at $0.003 per minute per stream, in addition to the charges for voice minutes associated with a call. Pricing is subject to change, so check our pricing page for the most up-to-date information.

‍Sign up with Plivo today to try this powerful new capability for your calls.

SMS isn't just a nice-to-have; today, it's the backbone of great customer experiences.

In fact, your SMS strategy may impact your brand reputation more than you realize. More than 60% of consumers say that businesses that text them provide a better overall customer experience than companies that don’t.

Surprisingly, most consumers receive texts from one to three businesses; but they’re willing to opt into texts from up to six businesses. 

There’s still untapped potential to be mined from SMS marketing. And, the easiest way to gain a competitive advantage is with an SMS API provider. 

Choosing the best SMS API provider is about reliability, cost, and, ultimately, finding the perfect fit for your business. Your SMS API provider should help you connect deeper with your customers, scale effortlessly, and future-proof your business. 

In this guide, we're diving deep into what to look for in an SMS API provider and sharing the best bulk SMS API providers in the market in 2024. Read on to find your perfect match and start optimizing your SMS marketing efforts. 

What to look for in an SMS API provider

Trust is everything when it comes to texting customers. Your SMS API provider should help you stay compliant and communicate in a way that makes your customers feel secure giving you their personal contact details. A 2021 Deloitte study shows that, on average, consumers spend 25% more money on trusted brands.

Look for SMS API providers that make it easy to follow industry regulations, among other criteria, so that you can reliably reach your customers without putting their information at risk.

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Reliability and uptime

The best SMS gateway API provider delivers your messages on time, every time. This should be the baseline standard for any API you consider. Need to confirm appointments or update customers on deliveries? You should be able to send an SMS and never think twice. For instance, Plivo's 99.99% uptime guarantee ensures that your time-sensitive messages are delivered reliably, letting you send messages in total confidence. 

Pricing and value for money

Most businesses will consider price first and foremost when selecting a provider. And while the price tag is obviously a huge factor, consider the bigger picture. What value are you getting from your provider? The lowest-priced option doesn’t guarantee high-quality service, security, or reliability. 

Your pricing assessment should factor in volume discounts, pricing models, and hidden fees. You want the best value,  and that’s where SMS API providers like Plivo shine. We offer competitive pricing and scalable solutions.

Geographic coverage

Wherever your customers are today, your SMS API provider must be able to reach them. You may not need to send messages worldwide in your current operational capacity. But, if your business is still growing, it might be nice to have the flexibility to deliver your messages wherever your customers live and work.

Features and customization options

The best SMS API providers let you personalize messages, track results, and build stronger customer relationships. It's not just about sending texts; it's about creating meaningful connections.

Ease of integration and documentation

Developers already have a lot on their plate. Save them time by opting for an API with clear and comprehensive documentation and easy integration. It’s a win-win for your team and your customers!

Customer support

Look for an SMS API provider that is available 24/7. This level of service translates to immediate assistance, minimized downtime, and enhanced reliability. Your company can also benefit from the convenience of multiple support channels, such as email, phone, web-based chatbots, and SMS.

5 best SMS API providers: at a glance  

Need help picking the right SMS API provider for your company? We've compared five of the most popular providers, breaking down their features, pros, cons, and pricing. Check out our in-depth analysis following the table below to find the best fit for your business.

1. Plivo

Key features

With Plivo, you can focus on growing your business, not troubleshooting your tech. The Plivo SMS API handles the heavy lifting of scaling globally, with features such as:

• Smart queuing: Plivo’s smart queuing feature allows you to send multiple SMS messages in a single API request. Plivo dynamically manages message priority and expiry, handling message queueing for you.
• ‍Built-in fraud control: Protect your business from SMS pumping fraud with Plivo's Fraud Shield. Its geo permissions feature lets you control the countries to which your SMS traffic is sent, while the fraud thresholds feature sets limits on message volume and adds an extra layer of security to your SMS strategy — at no extra cost. 
• ‍24/7 customer support: We offer a range of support plans to meet any organization’s needs, from a free basic plan to a 24/7 premium support option. No matter your plan, you’ll have access to our team of experienced support engineers. Premium support plan users, however, get prioritized responses to their queries within a guaranteed timeframe, depending on the priority of the issue. 
• ‍Message redaction: Plivo's message redaction feature can hide sensitive details like numbers and names while still getting the message across if you need to send sensitive information via text. This makes perfect sense for highly regulated industries, such as healthcare, financial services, and education. Implementing redaction with two-factor authentication (2FA) increases overall security and ensures compliance
• ‍Multi-language messaging support: Plivo’s built-in GSM Unicode character set lets your users communicate in any language, including Chinese, Japanese, and Arabic, and with symbols and emojis. 
• ‍MMS-rich media support: You can send and receive photos, videos, and audio clips, as well as picture messages and SMS texts using the same phone number.
• ‍Real-time delivery notifications: Get real-time delivery notifications of messages sent globally. Track delivery rates and account performance. 
• ‍Global compliance: Non-compliance with regional security protocols increases the risk of hefty fines and puts your reputation at risk. Plivo’s SMS API adheres to security best practices, including 2FA, to help protect your communications.

Pros

• High API call speed 
• Reliable service and uptime 
• Privacy Shield and GDPR compliance 
• Support for any character set 
• Easy to integrate with comprehensive documentation and sample codes
• Server-side SDKs in all popular programming languages 
• Ready-to-use templates to add functionalities
• Usage-based pricing with additional volume discounts 

Cons 

• A steep learning curve for new users 

Pricing 

Offers a pay-as-you-go pricing model 

Suitable for 

Most suitable for companies that need a scalable, customizable SMS API provider with extensive integration capabilities, security, and reliability

Reviews and ratings

G2: 4.5 stars ( 724 reviews) 

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2. Twilio 

Key features 

• Supports MMS: You can drive two-way engagement with cross-channel messaging for MMS and more using a single API.  
• ‍Screen-sharing and live chat: Developers can add live chat and share screens. Plus, they can create their own custom video players. 
• ‍Personalized messages: You can customize messages for reminder notifications, delivery updates, and more. 

Pros

• Easy integration 
• Handles high volumes of messages 
• High deliverability 

Cons 

• A steep learning curve for new users 
• It gets expensive with usage  

Pricing 

The SMS/MMS pricing differs for each country; go through Twilio’s official website for all pricing plans. 

Suitable for 

Companies across industries seeking a comprehensive, scalable, and programmable messaging solution. 

Reviews and ratings

G2: 4.2 stars (471 reviews) 

Note: Many reviewers on Quora highlight Twilio for its reliability and features. However, others report that Twilio can become costly with high usage and may have scalability issues. For those seeking a cost-effective and reliable messaging solution, Plivo is a top Twilio alternative. 

3. Messente 

Key features 

• Message templates: Messente creates and uses message templates for different scenarios, such as transactional updates, promotional messages, or alerts. 
• ‍Schedule messages: You can schedule messages for future delivery and automate sending based on specific triggers or events. 

Pros

• Easy to integrate
• Solid customer support 
• User-friendly interface 

Cons 

• Expensive for bulk messages
• There may be delays in sending SMS due to the reliability of network partners 

Pricing 

It starts at 0.01 €(0.011 $) per message. Reach out to their sales team for custom pricing. 

Suitable for 

Companies seeking a reliable global messaging solution with strong customer support. 

Reviews and ratings

G2: 5 stars (2 reviews) 

4. Telnyx 

Key features 

• Automatic opt-outs: If a customer responds to their message with "stop," it'll automatically unsubscribe them from future communication. 
• ‍Message concatenation: The API automatically breaks content into different sentences if the message is too long for its destination. 
• ‍Intelligent text encoding: The Telnyx system automatically chooses the most compact encoding possible, minimizing the cost per send. 

Pros

• 24/7 customer support 
• Offers competitive pricing 
• Scalable API 

Cons 

• Lacks advanced features 
• Not as reliable as other providers on this list

Pricing 

Starts at 0.004$ per message. Reach out to their sales team for custom pricing. 

Suitable for 

Companies on a modest budget seeking a comprehensive messaging solution. 

Reviews and ratings

G2:  4.7 stars (405 reviews) 

5. Bird 

Key features 

• Multi-channel support: MessageBird supports channels like WhatsApp, SMS, chatbot, SIP Trunk, and Google Business Messages. 
• ‍Interactive SMS features: It supports interactive SMS features such as SMS surveys and polls, enabling more dynamic and engaging communication with recipients.

Pros

• High-speed API calls for fast communications 
• Provides clear, effective API documentation 
• Carrier-level analytics 

Cons 

• Gets expensive with usage 
• API may take time to load 

Pricing 

Starts at $45 per month. Reach out to their sales team for custom pricing. 

Suitable for 

Companies seeking a messaging platform to engage customers and collect feedback through SMS. 

Reviews and ratings

G2: 4.1 stars (67 reviews)

Choosing the right bulk SMS API provider for your business needs

Choosing the best SMS API provider for your business is no easy task. Here’s a recap of what to look for as you evaluate possible SMS API partners.

1. Align API capabilities with business requirements

Choosing the right SMS API provider is a different process for every business. There’s no one-size-fits-all solution; however, Plivo’s customers appreciate its reliability, global reach, ease of use, responsive support, and competitive pricing.

2. Assess scalability and future growth

Select an SMS API provider that can grow with your business. Evaluate the API’s ability to handle increasing message volumes, geographic expansion, and evolving communication needs. Scalable APIs, like those offered by Plivo, support high-traffic demands and offer flexible pricing, ensuring they remain effective as your business scales and diversifies.

3. Ensure compliance and data security

Prioritize SMS APIs that adhere to regulatory standards with robust data security measures. Compliance with regulations such as TCPA, GDPR, and HIPAA is crucial for safeguarding user data and avoiding legal issues. 

Choose SMS APIs like Plivo with built-in security features and clear policies on data protection to maintain trust and ensure your messaging practices are secure and compliant. 

Plivo: The Best SMS API provider

Plivo stands out as the best SMS API provider for virtually any business due to its comprehensive features. Plivo users love the platform’s robust messaging capabilities, high deliverability and high reliability (up to 99.99% uptime SLAs), competitive pricing, and advanced analytics. Offering a user-friendly interface, Plivo can be integrated with multiple popular tools like Zapier. 

Want to figure out if Plivo's the right choice for your needs? Request a trial and see how it elevates your SMS strategy.

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