There are dozens of call forwarding services available, with each promising seamless routing and efficient communication.  It's challenging to know which service is right for your needs. Many offer similar features and claim to deliver reliability and flexibility for your company. 

Choosing the wrong service can lead to missed calls, unhappy customers, and lost revenue. Not all call forwarding services are created equal—some lack proper integrations, others don't offer the level of customization you require, and many have confusing pricing structures.

In this guide, we'll share the seven call-forwarding services of 2024 that are best for most businesses. We'll walk you through their key features, pricing, and why each one stands out. With this information, you can confidently select and set up a call-forwarding service. But first: let’s dive into the ins and outs of how these services work.  

What is a call forwarding service?

A call forwarding service allows you to redirect incoming calls from one phone number to another number of your choice. It is particularly useful for businesses that have multiple phone lines or virtual teams spread across different locations. 

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Who uses call-forwarding software?

Call forwarding software is useful for businesses that need a better way to manage incoming calls. It helps customer service and sales teams ensure that incoming customer calls are always answered by the right person or department. For multi-location companies that need to route or redirect calls based on their location, call forwarding software is a critical part of their tech stack. 

Call forwarding software is often used in the following scenarios:

• When an agent is out in the field 
• When your team is off the clock
• When the intended point of contact is away from their desk 
• When a customer has a specific query

What features to look for in a call forwarding platform?

Call forwarding platforms should help your business work smarter, not harder. As such, look for some of these features when selecting a call-forwarding service. 

• Customizable call routing: It's critical to have the capacity to develop sophisticated call routing rules that meet your company's needs. Seek out call forwarding providers that offer customizable call routing choices, such as skills-based, location-based, or time-based routing.
• IVR and auto-attendant: Interactive voice response (IVR) menus and an auto-attendant function assist callers in reaching the proper person or department, reducing customer frustration and improving call performance outcomes. 
• Multi-channel support: Consider a call forwarding service that can handle email, chat, SMS, and phone calls in addition to voice calls. This coordinated dialogue
• Call recording and analytics: Call forwarding services that include call recording and analytics provide valuable insights into customer interactions and team performance. This data can be used to identify areas for improvement and make data-driven business decisions.

7 Best call forwarding services at a glance

The call-forwarding software space has incredible platforms, but some options stand out above the rest.  At a quick glance, here are the key features, free trial availability, and reviewer ratings of the top seven call forwarding services.

A deeper look: The top 7 call forwarding software providers

1 . Plivo

G2 rating: 4.5 out of 5 

Plivo’s adaptable and feature-rich platform is one of the top-rated options for managing calls. Plivo’s Voice API provides programmatic control over call destinations, offering the flexibility to customize and manage how calls are routed. With this API, you can access: 

• Dynamic call routing: Adjust the call routing in real-time based on predefined rules, such as customer preferences, location, ring time, busy or unreachable lines, round-robin calling, or agent availability. For example, you can direct high-priority customers to specific support teams or agents. Or, if someone doesn’t pick up after 15 seconds, the call will automatically move to another representative. 
• Global reach: Route calls to numbers in over 220 countries, enabling seamless international communication without requiring complex setups.
• Failover mechanism: Implement a fallback routing system to ensure calls are always answered, even if the primary destination is unreachable.
• Interactive voice response (IVR): Create multi-level IVR systems to guide customers through automated menus and direct them to the right department based on their inputs.
• Recording and monitoring: Enable call recording for quality assurance or compliance purposes and monitor calls live to evaluate agent performance.
• Customized caller ID: Modify caller ID information to ensure a consistent and recognizable caller identity, increasing customer trust and engagement.
• Analytics and reporting: Access detailed call data and analytics to monitor call quality, duration, and routing effectiveness. Use these insights to optimize your communication strategies.

Plivo’s platform is geared towards enhancing not just efficiency but also the quality of interactions with customers through its sophisticated auto-attendant and IVR system. Additionally, its support for multiple communication channels and detailed analytics helps businesses keep their fingers on the pulse of their communication strategies.

Key features

• Customizable call routing
• Auto-attendant and IVR
• Multi-channel support
• Turnkey single-API solution 
• High deliverability
• Built-in fraud control 
• Call recording and analytics

Pricing 

Visit Plivo's website for detailed pricing information.

Free trial

Plivo offers a free trial period for users to test their services.

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2. Dialpad

G2 rating: 4.5 out of 5 

Dialpad’s fast set-up process provides agents with tools to manage calls more effectively and connect with customers from anywhere. Dialpad automatically forwards incoming calls to a maximum of five phone numbers. You can set rules to forward phone calls from your Dialpad number to either your mobile device, a landline, or an accessible agent.

Beyond simple call forwarding, Dialpad provides a robust communications platform. It can route calls through its intelligent system or redirect them to voicemail when agents are unavailable. Moreover, its analytical tools offer insights into communication patterns, enabling businesses to refine their strategies and continuously enhance customer interactions.

Key features

• Multiple phone numbers per account
• AI-enabled sales intelligence tools like AI-assisted sales coaching, playbooks, and interaction scoring
• Unified AI collaboration platform with voice/video calling, messaging, and meeting capabilities
• 25 ring groups (departments)

Pricing 

• Standard plan: $15 per user/month
• Pro plan: $25 per user/month
• Enterprise plan: Contact Dialpad for a custom quote

Free trial

Dialpad offers a 14-day free trial for users to evaluate their services.

3. Grasshopper

G2 rating: 4.0 out of 5 

Grasshopper is a simple yet powerful call-forwarding service for small businesses and entrepreneurs who need an efficient way to manage calls. The platform is intuitively designed, making it easy for less tech-savvy users to enhance their professional presence and maintain customer connectivity. 

Compile a list of call-forwarding phone numbers while ensuring you are notified of incoming calls. Grasshopper offers the flexibility to customize your call schedule and designate specific phone numbers for forwarded calls. With different plans to accommodate growth and a mobile app for on-the-go management, Grasshopper scales with your business as it grows. 

Key features

• VoIP and Wifi calling
• Custom greetings
• User-friendly interface suitable for non-technical users
• Simultaneous call handling
• Mobile app for call and message management on the go

Pricing 

• Solo plan: $26 per user/month (one number + three extensions)
• Partner plan: $44 per user/month (three numbers + six extensions)
• Small business plan: $80 per user/month (five numbers + unlimited extensions)

Free trial

Grasshopper offers a seven-day free trial for users to try out their services.

4. GoTo Connect

G2 rating: 4.4 out of 5 

GoTo Connect is a great call-forwarding service option for small-scale or growth-stage startups. It offers a comprehensive platform that supports voice, video, and text across various devices. The call forwarding service includes automatic call attendance, chat, extensions, voicemail to audio email, SMS, and unlimited calls. 

Ideal for teams that operate both remotely and in-office, GoTo Connect ensures that every team member and client stays connected with features like HD video conferencing. It can accommodate up to 25 webcams or 250 people. Overall, the platform’s flexible pricing and ease of integration with other tools make it a preferred choice for businesses looking to streamline their communications without compromising on features or functionality.

Key features

• Unlimited users
• Unlimited call routing, automated attendants, and queues
• Unified communications across voice, video, and text
• Video meetings with up to 250 participants
• Flexible device compatibility for hybrid and remote team setups
• Easy integration with other business tools
• Scalable plan options from basic to premium features

Pricing 

• Basic plan: $24 per user/month
• Standard plan: $29 per user/month
• Premium plan: $43 per user/month

Free trial

GoTo Connect offers a 14-day free trial for users to test their services.

5. Talkdesk

G2 rating: 4.4 out of 5 

Talkdesk offers a range of features including the ability to forward calls to any phone, be it mobile, landline, or computer. This enables employees to work remotely and stay connected with their customers. Additionally, Talkdesk provides local and toll-free numbers that can be forwarded to agents anywhere, allowing businesses to expand their international presence. 

The platform also enables businesses to route calls to agents with specific skills or knowledge, ensuring that customers are always connected to the most appropriate agent for their needs. Finally, Talkdesk allows businesses to monitor forwarded calls for quality assurance while enabling workforce mobility. This helps businesses to maintain high levels of customer satisfaction and ensure that their employees are productive and engaged.

Key features

• Cloud-based call center functionality
• Advanced analytics and real-time reporting
• High scalability to handle varying call volumes
• Power dialer
• Outbound caller ID
• Data import and synchronization

Pricing 

• CX Cloud Essentials plan: $75 per user/month
• CX Cloud Elevate plan: $95 per user/month
• CX Cloud Elite plan: $125 per user/month

Free trial

Talkdesk does not offer a free trial.

6. RingCentral

G2 rating: 4.0 out of 5

RingCentral offers a comprehensive set of call-forwarding capabilities that ensure no important calls are missed. With RingCentral, you can improve the caller experience and increase agent responsiveness. Its flexible nature makes it ideal for mobile and remote employees, and its scalable infrastructure is built to handle the growth of small businesses. 

Additionally, RingCentral provides after-hours call coverage options and all-in-one cloud communication solutions, including voice, messaging, video, and fax services. It makes mobile management and configuration easy and comes with advanced virtual phone system features. RingCentral also provides international calling services and analytics and reporting tools to help you better understand your communications data.

Key features

• Unlimited users
• Unlimited auto attendants, call routing, and queues
• Video meetings with up to 150 participants
• Strong integration with business applications
• Modular design that grows with your business

Pricing 

• Essentials plan: $19.99 per user/month
• Standard plan: $27.99 per user/month
• Premium plan: $34.99 per user/month
• Ultimate plan: $49.99 per user/month

Free trial

       RingCentral offers a 14-day free trial for users to test their services. 

7. 8x8

G2 rating: 4.0 out of 5 

The cloud communications platform from 8x8 is a comprehensive solution that integrates voice, video, chat, and contact center capabilities. It offers customizable call forwarding and transfer rules that can be tailored to meet the specific needs of the users, making it a flexible and mobile solution. Businesses can work from anywhere, including remotely or from home, to stay connected to their customers and colleagues. 

The platform also enables businesses to improve their customer experience by easily transferring calls to the right person to handle a customer query. Additionally, the platform provides advanced call routing options including ring groups to ensure that calls are routed to the appropriate team members in a timely manner.

Key features

• Caller ID, blocking, and do not disturb
• Call waiting and parking
• Three-way calling
• Competitive pricing suited for SMEs

Pricing 

• Express plan: $15 per user/month
• X2 plan: $24 per user/month
• X4 plan: $44 per user/month

Free trial

8x8 provides a 30-day free trial for users to evaluate their services.

How to choose the right call forwarding service for your business

The call forwarding service you choose impacts a substantial part of your customer (and employee) experience. Consider the following factors when making your decision.

1. Business needs: Assess your business requirements and identify the specific features and capabilities you need from a call forwarding service. Consider factors such as the number of users, flexibility, multi-channel support, and software integrations.
2. Budget: Look into your budget and choose a call forwarding service that fits within your financial capabilities. Consider not only the monthly subscription fees but also any additional costs for extra features or usage.
3. User experience: Test the user interface and evaluate the ease of use of the call forwarding service. A user-friendly interface and intuitive navigation will save time and reduce the learning curve for your team.
4. Reliability and support: Look for a call forwarding service with a reputation for reliable performance and strong customer support. Uptime guarantees, security features, and the responsiveness of its support staff are crucial.
5. Integration capabilities: Test and explore the integration capabilities of your call forwarding service with other tools and platforms your business relies on. CRM systems, help desk software, and other communication tools that can be integrated are likely to enhance productivity and ensure a smooth operation.

Free trials help you make an informed decision and choose the right call-forwarding service that aligns with your business goals and requirements.

Get started with Plivo

Plivo consistently stands out for its robust features and reliable service. Whether you're looking to enhance your customer service, streamline your communications, or simply manage calls more efficiently, Plivo offers a comprehensive and user-friendly platform that can adapt to your business’s unique needs. 

Request for a free trial today.

Phone number verification is the easiest way to ensure a phone number is legitimate. It simply entails sending a verification code via SMS or a phone call and getting a response back. You don’t need a complex or expensive tool to do this. 

Phone number verification APIs automate this process, making it a breeze for businesses of all sizes to verify contact information. Plug these APIs into mobile apps, CRM systems, and websites to verify numbers during sign-ups, logins, or data updates. 

This guide includes seven of the best phone number verification APIs in 2024 that offer features designed to support your business needs. We’ll break down the pros and cons of the platforms you’ve likely considered but haven’t had the opportunity to explore deeper. Read on to learn what makes each solution unique and pricing plans. 

Benefits of a phone number verification API

Phone verification has been used for decades by companies globally. The need for verification is fundamental: businesses rely on accurate customer phone numbers for critical processes logging in, making transactions, and setting passwords. 

Phone numbers also strengthen the brand/customer relationship. Companies rely on phone numbers to deliver important marketing messages, promotions, and announcements. If a number isn’t valid, the customer will never see your marketing efforts, wasting your time and resources. 

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Phone number verification can help with both business-critical processes and marketing outreach. Here are the core benefits of using a phone number verification API: 

Improved data accuracy and quality

A phone number verification API ensures the contact information in your database is accurate and up-to-date. This means errors caused by fake or mistyped numbers. Your communications campaigns will reach their intended recipients. 

Enhanced customer experience

Customers use their phones to get all kinds of alerts – from order status updates to, special promotions and discounts. A phone number verification API helps ensure that all your customers enter a valid and active phone number to get messages that elevate their experience. 

Reduced fraud and spam

Some of the most common cyberattacks include phishing and spamming. Both of these methods rely on customer information. A phone number verification API helps identify and block fraudulent and spam numbers, protecting your business and customers from malicious activities.

Cost savings on undeliverable messages

Sending messages to invalid phone numbers can quickly become a significant overhead cost. Removing invalid phone numbers before you waste money trying to reach them helps improve your ROI and budget your resources more efficiently. 

Features to look for in a phone number verification API

As you look for the best phone number verification APIs, keep an eye out for these features to help you find the right fit. 

1. Real-time validation: Ensure the API provides instant validation to verify numbers as they are entered, improving accuracy and user experience.
2. Easy to use and navigate: Consider a phone number verification API that offers a clean, intuitive interface. This will reduce the implementation time for your developers and make day-to-day ops easier. 
3. Global reach and coverage: Look for an API that supports phone numbers from multiple countries so you can operate internationally without any hassle. 
4. Integration capabilities: The API should easily integrate with your existing systems, providing a seamless setup process and compatibility with your tech stack.
5. Detailed reporting and analytics: Choose an API that offers comprehensive reports and analytics to monitor verification processes, understand patterns, and make informed decisions.
6. Scalability and reliability: Ensure the API can handle large volumes of requests and maintain high uptime, especially during peak times, to support your business growth.

Top 7 phone number verification APIs: at a glance

The table below provides a quick overview of the best phone number verification APIs.

Top 7 phone number verification APIs

To help you make an informed decision, we’ve compiled a list of the top seven phone number verification APIs you should consider. 

1. Plivo

Plivo is one of the most advanced customer engagement tools on the market. Its Verify API is designed for effortless verification with robust fraud control features that protect you against phishing and SMS pumping attacks. 

Plivo’s free Fraud Shield is one of the most attractive features in its API offering. It understands the customers' usage patterns and automatically adjusts the thresholds across countries. Plivo Verify also offers built-in reporting that helps you assess your cost savings by preventing fraud attacks. 

The best part? Plivo delivers the lowest cost per verification among top-rated solutions on the market. There are zero authentication fees and you only pay for SMS and voice charges. Use Plivo’s pre-registered phone numbers and avoid monthly phone number rental fees. In addition, there’s no compliance fee, meaning you eliminate overhead costs associated with compliance registrations. 

With Plivo, ready-made message templates are pre-approved and designed to increase conversions. Plivo Verify offers a 95% OTP conversion rate. We’re rated highly for support with extensive documentation that helps teams get started in five minutes or less. 

Pros

• Best-in-class, built-in fraud protection for free
• High deliverability and accuracy rates support a 95% OTP conversion rate
• Go live in 220+ countries in five minutes or less
• 99.99% uptime SLAs available, plus comprehensive support and premium 24-hour customer service
• Low cost per conversion
• Channel flexibility: send OTPs using SMS, voice & WhatsApp

Cons

• Pricing may be higher for small businesses

Pricing

• Base pricing: $0 verification fee. Pay only the standard fee per channel. See detailed SMS and Voice pricing. 
• Volume pricing: Contact the sales team to get the best pricing. 

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2. Numlookup API

Numlookup API is a simple and quick solution for phone number verification. It automates the process by checking carrier information and the status of phone numbers. On its free tier, you can send 100 requests monthly—suitable for smaller businesses that are building their customer base and testing the waters. 

When it comes time to scale, and you need an unlimited amount of API connections, you’ll need to upgrade to a paid plan. Paid users get premium support. Numlookup API guarantees a 24-hour turnaround time for their paid customers. Along with this, they also boast 100% uptime in the last 90 days for all customers. 

Pros:

• Quick and easy to implement; designed for small businesses 
• Provides worldwide coverage for global phone numbers
• Quick lookup with detailed carrier and status information
• SDKs for the most popular languages (Python, Ruby, Node.js, and PHP)

Cons:

• Free tier rate limits are hit quickly 
• Lacks additional features like email or IP address validation
• Limited to basic phone number lookup without advanced functionalities​

Pricing 

• Free plan: The free tier allows up to 100 requests at 10 requests/minute
• Small plan: Starts at $9.99/month for up to 7000 requests
• Medium plan: Starts at $44.99/month for up to 65,000 requests 
• Large plan: Starts at $89.99/month for up to 300,000 requests
• Custom plan: For more requests, you need to contact their team

3. Neutrino API

Neutrino is designed as a general-purpose API, offering tools such as bad word filter, email validation, phone number validation, phone playback, SMS verification, phone verification, and more. 

Their phone number verification API allows you to parse, validate, and get location information for a phone number. You can identify the general user agent type, and device features, such as the brand, model, and OS. Additionally, it supports verification for both local and international phone numbers and includes fraud detection features. 

Pros:

• Quick and easy to get started
• Offers various validation services including phone, email, and IP address
• Very affordable 

Cons:

• Poorly designed interface which can be confusing 
• Lack of documentation can make integration difficult
• Tech support is available only via an online contact form or email

Pricing 

Free Trial – With its free plan, you can explore its all features.

• Tier 1: Neutrino API starts at $10/month for up to 10,000 requests per day
• Tier 2: Starts at $50/month for 100,000 requests per day
• Tier 3: Starts at $250/month for 1M requests per day

4. Vonage Verify API

Vonage is an advanced platform that offers a dedicated Verify API to easily validate customers across the world at scale. It provides multiple authentication channels including SMS, voice (TTS), WhatsApp, email, and Silent Authentication, allowing you to authenticate your customers based on their preferences. They do the heavy lifting for you including fraud monitoring, failover, OTP generation, and sender ID management. 

One of the standout features of Vonage is its fraud detection, which is designed to prevent expensive unauthorized transactions. It automatically triggers step-up authentication for suspicious numbers and uses up-to-date phone number intelligence to identify fraudulent transactions. Additionally, Vonage offers global text-to-speech (TTS), intelligent failover, adaptive routing, and flexible implementation. 

Pros:

• Reliable verification with detailed carrier information
• Highly versatile, providing phone, email, and WhatsApp verification
• Easy integration with robust documentation

Cons:

• Per-request pricing may become expensive with high-volume
• May require technical knowledge for the initial setup

Pricing 

• Verify conversion plan: Pricing per API call starts at $0.005 per request for number lookup.
• Verify success plan: Contact their sales team for a custom price 

5. Abstract API

Abstract offers a library of APIs for an array of processes; email validation, IP geolocation, company enrichment, public holidays, phone validation, link shortener, image processing, weather API, and more. 

If you’re looking for a comprehensive solution or have needs beyond just phone number verification, then Abstract is a great solution. But if your needs are limited, you might want to consider a more straightforward tool. 

Regarding phone number validation, it supports over 190 countries and guarantees a 99.99% uptime SLA with 24/7 customer support via email, chat, and phone.

Pros:

• Easy and quick to get started
• Offers a free-for-life tier 
• Global coverage suitable for international operations
• Easy setup with user-friendly documentation

Cons:

• Potentially higher costs compared to single-purpose APIs​
• Customer support is reviewed as subpar 
• Accuracy is questionable 

Pricing 

• Free plan: The free tier allows up to 250 API calls per month.
• Paid plan: Starts at $17/month for up to 30,000 requests per year, with higher tiers available.

6. Byteplant

BytePlant provides multiple solutions: address validator, email validator, phone validator, and anti-spam. Its phone validation API supports 240 countries and offers real-time phone validation, phone list cleaning, and a 30-day money-back guarantee (no questions asked). 

BytePlant integrates well with platforms such as Salesforce and Mailchimp and ensures secure data transmission with industry-standard encryption. The API is designed to handle large volumes of requests, making it suitable for businesses with high validation needs.

Pros:

• Real-time phone number verification
• High accuracy with international and national number validation
• Secure data transmission with industry-standard encryption

Cons:

• Monthly credit costs can be high for small businesses
• Limited free tier, encouraging quick transition to paid plans​

Pricing 

• Pricing: Monthly credits cost around $390/month for up to 10,000 requests.
• Paid plan: Pay-as-you-go option available.

7. Mocean

Mocean’s Verify API specializes in phone number lookup and SMS verification services. It supports real-time phone number validation and provides detailed data about the phone number, including carrier and line type. 

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It comes with features like intelligent failover, adaptive routing, and flexible charging. Mocean's API is easy to integrate and supports multiple programming languages. The service is ideal for businesses focused on SMS marketing, providing secure data handling with robust encryption.

Pros:

• Pay-as-you-go pricing model for cost efficiency
• Provides both phone number lookup and SMS verification
• Secure data handling with robust encryption

Cons:

• Pricing can add up with high usage
• Limited free tier compared to competitors

Pricing 

• Pricing: Pay-as-you-go pricing starts at $0.0037 per request for phone number lookup.
• Paid plan: $0.0138 per SMS verification sent.

Get started with Plivo today 

Choosing the right phone number verification API involves considering key factors. Start by understanding your business’s needs and goals, listing out specific of your must-have and nice-to-have features like customization, global presence, and customer support. 

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Think Plivo might be the perfect API for your verification needs? Find out today with a trial. 

Despite the rise in account-based cyber attacks, user passwords remain remarkably easy to crack. A recent survey from Bitwarden revealed that 25% of people reuse passwords across 11-20+ accounts. What’s worse — 19% of respondents use “password” as their password. Clearly, businesses can’t rely on users to set passwords with the strength to prevent costly, reputation-damaging data breaches. 

Two-factor authentication (2FA) is a user-friendly, easily accessible way to strengthen account security. However, many businesses resist adding 2FA due to concerns about convenience, initial setup costs, resource allocation, ongoing maintenance, and implementation complexity . 

The importance of 2FA in protecting user identities and safeguarding your business’s reputation can’t be overlooked. This guide will seek to overcome some of the chief objections to adding 2FA and demonstrate why this protocol is a natural solution for businesses of all sizes.     

What is two-factor authentication (2FA)?

Two-factor authentication is a security process that requires two different methods of identification to verify a user's identity.

Unlike traditional authentication, which solely relies on a password, two-factor authentication incorporates a second factor, such as biometrics or a security token like a one-time password (OTP). By requiring users to verify their identity with two different factors, 2FA adds a security layer to existing systems. 

Incorporating a separate, unconnected authentication channel into your product’s authentication process makes it difficult for malicious actors to compromise secure systems.

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Why is two-factor authentication used?

There are two reasons to use 2FA. 

1. First and foremost, cybersecurity threats have been increasing in recent years. More than 8 million data records were breached in the fourth quarter of 2024; the US has the highest average breach cost globally, at $9.48 million. In addition, Verizon found that “over 80% of breaches within hacking involve brute force or the use of lost or stolen credentials.” 
2. Data breaches are increasingly prevalent — and increasingly expensive. Yet, many businesses still feel under equipped to protect their accounts. WEF’s Global Cybersecurity Outlook Report 2024 found that 81% of leaders feel more exposed or similarly exposed to cybercrime than last year. 

The combination of a higher threat profile and pervasive poor password habits make 2FA a critical solution for modern businesses. 

Is 2FA worth it?

In short: yes. 

For businesses hesitant to adopt 2FA, Jacob Kalvo, the Founder of Live Proxies and a cybersecurity expert with over a decade of experience shares, 

“Implementing 2FA has smoothed out much of our internal security processes, making them safer for our team and users. This has resulted in increased user trust and reduced unauthorized access attempts. The additional security and peace of mind easily compensate for the initial difficulties in integrating 2FA.” 

Two-factor authentication vs. passwords

The table below provides a quick overview of the differences between traditional authentication and two-factor authentication. 

What are authentication factors?

A user can be authenticated in multiple ways. The three most used authentication factors are: 

Knowledge factor

It's something the user knows, like a password, a personal identification number (PIN), or another shared secret. 

Knowledge factors include: 

• PINs 
• Passwords  
• Security questions with answers only known to users 

Possession factor

It's something a user has, such as an ID card, a mobile, or a laptop to approve authentication. 

Possession factors include: 

• Authenticator apps such as Microsoft authenticator, Authy, etc. create time-based OTPs
• SMS OTP sent to the user's mobile device via text message 
• Hardware tokens that generate secure codes like Yubikeys, or SecuID
• Physical cards (smart cards) that can be inserted into a card reader for authentication 
• OTPs or verification links are sent to the user's email address

Inherence factor

It's something a user is, typically a biological characteristic. Inheritance factors include: 

• Fingerprints
• Retina scans
• Voice recognition
• Facial scans

There are additional factors that don’t fall neatly under these three categories. You can verify users' identity depending on their geographical location, for example, or limit authentication attempts to certain times of the day. 

Two-factor authentication combines any two types of factors. The most common combination is knowledge + possession factors, wherein a user enters their password and authenticates via an OTP sent to their mobile phone. 

Choose a combination that best suits your users' account security needs. You can even choose multiple factors to enable multi-factor authentication (MFA) for more robust account security. 

How does two-factor authentication work?

The typical two-factor authentication workflow includes these steps:  

1. Login prompt: The user is prompted to log into the app or website. 
2. Enter user credentials: The user is asked to enter their credentials, typically a username and a password (something they know).
3. Factor verification: The system verifies the credentials. 
4. Second-factor prompt: The user is prompted to input the second login factor (typically an OTP sent to their registered mobile phone).  
5. Input OTP: The user enters a one-time passcode generated during the previous step. 
6. OTP verification: The system verifies the OTP. 
7. Access granted: The user will gain access to the website or application after providing both factors    

Common types of 2FA verification 

Hardware tokens for 2FA

Hardware tokens are USB keys, and smart cards, that generate unique authentication codes. 

Some companies use devices like YubiKey or Google Titan Security Key to improve account security. These devices are plugged into a USB port or use NFC to authenticate users even when trusted devices are offline. Smart cards require a card reader and generate a one-time password or authentication when inserted into the reader.

SMS text-message and voice-based 2FA

With SMS-based 2FA verification, after entering the password, the user receives a code on their phone, which they enter into the website or application to complete the login process.

Voice-based 2FA follows the same process, but via phone call.The user speaks a specific phrase or password, which is then analyzed and matched to their voiceprint. Although it’s vulnerable to voice snooping, it's a secure, and hands-free option. You can easily make bulk calls globally by following the best practices for voice calling. 

Software tokens for 2FA

These tokens generate an OTP used in two-factor authentication. The typical workflow from a user’s perspective for 2FA through software tokens includes these steps: 

1. Install authenticator app: User installs an authenticator app such as Authy, Google, or Microsoft authenticator on their app. 
2. Enable 2FA: User visits the account security setting of the application they want to secure and enables 2FA. 
3. QR scan: User opens the authenticator app on their device and scans the QR code. 
4. Generate OTP: The authenticator app's QR code containing a secret key starts generating OTPs based on that key. 
5. Enter OTP: User reads the current OTP on the authenticator app and enters it into the website. 
6. OTP verification: The application checks the submitted OTP against the expected OTP and ensures it hasn’t expired based on the timestamp saved during OTP generation. 
7. Handle OTP verification failure: In case OTP verification fails, the app notifies the user, generates a new OTP and asks the user to re-enter it. 

Push notifications for 2FA verification 

Push notifications are sent to the registered user's mobile device for approval. The user simply taps  "approve" on their device to complete the authentication process. 

Other forms of two-factor authentication

Apart from the types of two-factor authentication mentioned above, a few additional ones include: 

QR code-based authentication

A mobile device scans a QR code to authenticate the user. For example, Google Authenticator, and WhatsApp Web use QR codes to authenticate users. 

Location-based authentication

Users are authenticated based on their usual IP address or geographic location.

Risk-based authentication

Depending on the user’s risk level, the system prompts for additional authentication factors or helps establish a risk score. 

FIDO (Fast Identity Online) protocols

These are a set of protocols that enable passwordless authentication using smartphones or security keys. For authentication requests, for instance, Facebook, Twitter, etc. have enabled FIDO protocols for users to log in with security keys.

Two-factor authentication for mobile devices

Apple iOS, Google Android, and Windows 10 all have apps that support two-factor authentication. The user’s mobile phone itself serves as the physical authentication device. 

For example, modern devices feature an in-built camera for facial or retina scans, leveraging biometric authentication as a security measure. Some devices equipped with GPS add an extra security layer by verifying users based on their location.  

Authenticator apps like Google Authenticator have now replaced traditional methods like sending verification codes from a trusted phone. These apps generate a six-digit every 30 seconds removing the need to wait to even receive verification codes in a text. 

Note: If you’re already a Plivo user, follow these steps to implement 2FA in seconds.  

Is two-factor authentication secure?

Two-factor authentication is more secure than simple password authentication, but it’s not foolproof. 

Despite implementing two-factor authentication, companies like Twitter, Zoom, Coinbase, GitHub, and Reddit, have experienced data breaches. The Reddit data breach in 2018 highlighted vulnerabilities in SMS-based two factor authentication, prompting a move towards a more secure authentication method.

‍

Why SMS-based authentication falls short 

NIST’s Special Publication 800-63-3 (National Institute of Standards and Technology) discourages the usage of SMS as it’s susceptible to interception and prone to phishing attacks, SIM swapping, and brute force attacks.

To mitigate these vulnerabilities, industry experts recommend: 

• Conducting regular audits and testing 
• Adherence to industry standards and best practices for implementing two factor authentication
• Adopting more secure authentication methods such as biometrics, or hardware security tokens

The future of authentication

Environments needing higher security benefit from multi-factor authentication involving more than two authentication methods. Likewise, the future of authentication lies in using passwordless methods, using biometric data, hardware tokens, and OTPs to authenticate users.  

Early adopters are using passkeys to provide a secure alternative to 2FA. Passkey technology relies on a pair of generated keys: the private key resides on the user's device, and the public key is transmitted to the service. This process eliminates the need for users to remember passwords altogether.

Companies are using behavioral data that identifies the user's keystroke length, typing speed, and mouse movements to complete real-time authentication. Adaptive authentication and decentralized identity (blockchain-based) authentication are also rising.  

How can Plivo help

Although 2FA is relatively simple, challenges can arise during implementation, such as failed delivery or sending OTPs to invalid phone numbers. This is where a reliable solution such as Plivo’s Verify API comes in. We offer infrastructure that handles high-volume SMS and voice, with strong fallback mechanisms. 

Plivo offers robust voice and messaging integration for your applications while reducing SMS spend. Our comprehensive 2FA API supports SMS and voice-based delivery that generates, sends, and verifies OTPs efficiently while allowing extensive customization of OTP and verification messages. 

Further, we use intelligent routing to optimize message delivery paths, enhancing the overall cost-efficiency of your messaging operations. 

How Plivo enhances 2FA

Key features of Plivo’s Verify API 

• No authentication fees - only SMS and Voice charges apply 
• Get pre-registered phone numbers - no costs on number purchasing or renting 
• No extra costs for regulatory compliance - we take care that the frequency of messages, time of messaging, etc. comply with international guidelines 
• Our API integrates easily with your existing security systems
• We provide solid fallback mechanism in case of failed SMS deliveries
• OTPs are delivered even during high-traffic periods

To implement 2FA with Plivo, request a trial account. 

Benefits of using Plivo’s Verify API

High conversion rates that minimize SMS spend 

Plivo secures your communications with 10DLC registered numbers and strict compliance with GDPR, HIPAA, and ISO 27001 standards, ensuring data protection. Plivo guarantees reliable delivery and minimizes the risk of message errors or interception by sending dynamic verification codes exclusively to approved verified phone numbers. 

Jungleworks, a leading software solutions provider noted a 9% increase in deliverability after switching to Plivo. 

Global compliance to avoid penalties 

Plivo maintains pre-approved, country-specific phone numbers, ensuring compliance with local telecommunications laws for businesses operating in multiple regions.

With Plivo, CallHub, a leading communications platform, navigated thousands of different networks, and carriers, placing nine million calls in one election cycle.  

High international delivery rates to minimize message volume   

You need a provider that ensures higher conversion rates. Plivo's extensive global coverage across 220+ countries and territories achieves this by minimizing the number of messages sent. We offer competitive advantages such as priority onboarding, test credits, premium routes for messages and calls, and expedited carrier registrations, providing more value for your investment.

Built-in Fraud Shield for protection against high-risk profiles 

Plivo’s Verify API offers Fraud Shield for free. It significantly reduces frauds by verifying users, and defending businesses against SMS pumping. This solution protects against high-risk outbound calls, swiftly identifies unusual traffic patterns, and lets you customize your security measures with ease.

‍Flexible pricing model to maximize cost savings 

Plivo offers a free trial followed by a pay-as-you-go pricing model. You can explore our comprehensive communication features, including, voice, SMS, and 2FA, without any upfront commitment. If you’re looking to scale, get volume pricing to maximize cost savings. 

Strong fallback mechanism for guaranteed delivery  

Plivo ensures your messages reach their destination despite network issues or invalid numbers with its strong fallback mechanism. We monitor messaging patterns, set country-specific thresholds, and automatically send voice messages if SMS delivery fails. 

Easy implementation with a step-by-step guide

Implementing Plivo’s API is straightforward with detailed documentation covering setup, application usage, and code verification.

These authentication and fraud prevention methods not only secure your users’ accounts but also foster trust with your customer base. 

At Plivo, we're dedicated to offering a trustworthy, robust Cloud Communication Platform as a Service (CPaaS). We continuously implement stringent security measures; and, as a result, we’re pleased to share that we’ve renewed our SOC 2 Type 2 certification, which includes HIPAA controls.

Maintaining a Strong Security Culture

Security is at the core of our operations and deeply integrated into our services. Our security team continuously enhances our security controls, threat mitigation processes, and monitoring systems. Every Plivo employee understands that safeguarding your data is our highest priority; we've built our culture around this value.

Our SOC 2 Type 2 Commitment

In 2022, we obtained our initial SOC 2 Type 2 report, demonstrating our capabilities in handling, storing, and processing user data. The report not only validated the strength of our security systems and procedures but also evaluated our operational effectiveness in adhering to these controls over time. 

Our SOC 2 Type 2 certification renewal this year reaffirms our dedication to managing our clients’ critical data. It verifies our stringent controls across several critical areas:

• Regular communication: We ensure consistent updates and changes are communicated to our customers.
• Access controls: We prevent unauthorized access by maintaining robust internal access controls to production environments.
• System monitoring: We conduct thorough system monitoring and ongoing risk assessments to identify and mitigate potential threats.
• Disaster recovery: Our reliable disaster recovery and data backup measures ensure system availability and data integrity.
• Incident response: We have a responsive system and security monitoring and incident response processes in place.
• Employee processes: Our effective employee onboarding and termination processes help maintain security integrity.

These controls continue to evolve as we maintain the privacy and security of customer data and enhance our security systems.

Our Security Commitment: Beyond a Checkbox

Renewing our SOC 2 Type 2 certification is more than just meeting a requirement; it's a testament to our ongoing commitment to you, our valued customers. For us, it’s not just about compliance but about living up to the trust you place in Plivo every day.

We’re proud of our team’s hard work over the past year, and we will continue implementing robust security measures and achieving accreditations in the future.

You can read more about our renewed SOC 2 Type 2 compliance, our security measures, and how we continually protect your data on our security page.

Your security is always our top priority. We deeply appreciate your trust in us.

We’re pleased to announce that Plivo has renewed its HIPAA compliance for 2024, reaffirming our commitment to security for healthcare customers. Our latest SOC 2 Type 2 audit report also covers HIPAA compliance.

The Health Insurance Portability and Accountability Act (HIPAA) and the Health Information Technology for Economic and Clinical Health Act (HITECH) protect the privacy and security of patients' medical information, known as protected health information (PHI). Healthcare organizations in the US must follow HIPAA's Privacy and Security Rules for handling PHI and must work with business associates that also protect PHI.

At Plivo, we understand the importance of securing PHI. For eligible customers, Plivo can sign a HIPAA business associate agreement (BAA) as part of our Enterprise package. The BAA contractually obligates us to properly safeguard PHI in alignment with HIPAA standards.

Our Commitment to Security

Plivo implements various data security controls, including:

• Encryption: Data in transit and at rest is encrypted using strong protocols like AES-256.
• Access controls: Strict access controls and personnel policies protect systems handling PHI.
• Data redaction: PHI details are redacted from logs and audits.
• Independent verification: Independent third-party auditors routinely verify our HIPAA compliance controls.

Security is a Shared Responsibility

However, HIPAA compliance is a shared responsibility between Plivo and our customers. While we provide the compliant platform and infrastructure, customers must also use Plivo in a way that follows HIPAA guidelines, including:

• Securing their Plivo account credentials
• Ensuring PHI is only accessed in secure environments
• Making sure their application instructions to Plivo align with HIPAA rules

For healthcare organizations that need to comply with HIPAA and HITECH, Plivo provides the capabilities and assurances to securely build communication workflows. Contact our sales team to learn more about HIPAA compliance with Plivo.

With an open rate of 95%, SMS is emerging as an effective marketing channel. Amidst pushy ads on every YouTube click, interrupting video ads on Instagram, and lengthy emails, customers are now more receptive to quick SMS communications. 

As the latest data suggests, 50% of consumers purchase a product because of a brand message they received via text or WhatsApp. SMS as a channel has a direct impact on revenue when utilized correctly. 

But how do you implement SMS marketing that brings maximum results? In this post, we will explore detailed steps, tips, strategies, and best practices. 

What is SMS Marketing for eCommerce? 

Before diving into the strategies, let's first understand what SMS marketing is for eCommerce businesses. 

SMS marketing for eCommerce is using text messages to communicate with customers, promote products, and build long-term brand loyalty. 

These messages could include promotions, order updates, complaint status, feedback, etc. It can cover the entire customer journey, from sign-up, promotions, purchases, repeat orders, and trying to win back a lost customer.  

5 Reasons to Use SMS as a Marketing Tool for eCommerce

The top five reasons to invest in SMS marketing are as follows:

1. Preferred channel of consumers

A new study reveals that 75% of U.S. consumers make purchases due to SMS messages from companies, and 60% expect to receive texts from brands at least weekly, highlighting the growing importance of SMS marketing.

In fact, consumers aged 25 to 54 prefer to communicate with brands via SMS over email. Based on evolving consumer preferences, investing in SMS marketing is definitely a wise choice. 

2. Fast communication

56% of people check email less than three times a day. On the other hand, people check their phones as much as 144 times a day. This behavior makes SMS a much faster and more intimate way to reach consumers.

3. Easy personalization

You can easily personalize SMS campaigns. It's also easy to segment users and run campaigns based on their demographics and order history. 

For instance, you can offer first-time coupons to new users, launch deals based on regional festivals, and give exclusive discounts to customers who have not ordered for a long time. 

4. Effective for mobile commerce

Consumers check phones frequently, so SMS campaigns are perfect for flash deals and limited-time offers for mobile commerce. You can easily use SMS for all the major functions of mobile commerce, such as: 

• Order updates
• Promotions
• Feedback collection
• Loyalty programs

5. Suitable for customer service

SMS is more than just a marketing channel. Considering its quintessential nature of short and real-time communication, it is highly effective for customer service. 

You can build SMS workflows to keep consumers updated on orders, refunds, returns, complaints, etc. SMS also allows two-way communication, so consumers can reply to messages for any follow-up action or feedback if required. 
How to Start Using SMS Marketing for eCommerce

If you want to start implementing SMS marketing for your eCommerce business, here are five steps to begin: 

1. Define your goals and budget

Before starting with SMS marketing, assess your requirements. A few parameters to check are:

• Number of users you expect to reach out to (Current and how much it can grow)
• In which geography your customers are based out, and you will be sending messages in that region
• Number of messages you estimate to send per month
• Budget for SMS marketing

It's not possible to set these parameters in stone in the beginning. Still, having some general idea or ballpark estimates will help you choose the right SMS marketing platform.  

2. Choose an SMS marketing platform

The next step is to choose an SMS marketing platform. 

SMS marketing software is a technology platform used to run automated SMS campaigns. Common features of SMS marketing platforms are:

• Maintaining SMS list
• Sending campaigns
• Conducting automated analysis of campaigns or tracking KPIs related to SMS
• Enabling two-way messaging to get replies

Key factors to check in an SMS marketing software are:

1. Does the pricing fit your budget, considering the number of consumers, expected size of campaigns, and target geography? 
2.  Is the software easy to use and has detailed documentation for initial implementation?
3. Does the software divide consumers into meaningful segments to run personalized campaigns? 
4. Can the software be integrated with your current tech stack?
5. Does the software company have an easily accessible customer support team?
6. Does the software have any dashboards to track all the critical KPIs?

You can check these factors to finalize an SMS marketing software. You'll also get a list of top SMS marketing software towards the end of this post. 

3. Grow your SMS list

After finalizing the SMS marketing software, you can now get your SMS list ready. For this, you can either persuade existing customers to join your SMS list or attract new users. A few strategies to grow the SMS list are:

• Offer discounts or coupons to incentivize users to join the SMS list
• Convert your existing email subscribers by sending out a campaign. You can also offer a discount in return for getting added to SMS lists
• Promote your SMS marketing list on social media (Youtube, Insta) in return for offers/exclusive deals/early access to products
• Add a sign-up form for the SMS list to your website
• Hold contests or giveaways that require participants to opt-in to your SMS list as part of the entry process

4. Design your first campaign

Once you have a full-blown SMS list, it's time to design your first campaign. It could be a welcome message, promotion, flash deal, etc. 

Tip: SMS marketing platforms provide ample templates. You can make use of any existing templates to design your first campaign. 

5. Assess and refine your campaigns

Success in SMS marketing (or any type of marketing) is all about continuously evolving. After rolling out campaigns, keep assessing how it's performing.

SMS marketing platforms provide dashboards that capture meaningful KPIs like SMS deliverability, click-through rate, etc. You can assess current campaigns and optimize future ones by tracking these KPIs.

7 SMS Marketing Strategies for eCommerce (With Examples)

1. Flash sales or limited-time offers

Flash sales are offers on products, usually lasting a few hours or days. It creates a sense of urgency in consumers, resulting in impulse buying. Also, it could be a good source of revenue generation in a short span of time. 

Example: Beyond the big end-of-season sales or festive offers, Amazon launches flash deals like summer offers, lasting only four hours. 

Ferns N Petals, a top gifting brand, ran Mother's Day deals for its customers. 

2. Cart abandonment reminders

Customers often leave products added to their carts, either because they have second thoughts or think that they will check them later. You can send a cart abandonment reminder to win back these lost customers. It could be a simple nudge or offers (like free shipping or discounts) to encourage customers to complete the purchase.  

Example: FirstCry, an online retailer, sends a cart abandonment reminder with a coupon code for a 10% discount for completing the order.

3. Order-fulfillment flow

What customers actually want to hear is their order status. 

Is it shipped?

Is it delayed?

Proactive communication on order status leaves a good impression on consumers. It shows that they trust their money with the right brand. To win this trust, you can design an SMS campaign for the entire order fulfillment flow.

You can design automated SMS workflows for all the below major stages of order fulfillment:

• Order confirmation
• Order shipping
• Order delivery updates
• Order feedback post-delivery

Example: Ajio, a fashion and lifestyle brand, keeps its customers posted on entire order progress via SMS.

4. Cross-sell and upsell

After a successful order, you can use SMS to upsell related to customers. It's important to understand the right time to send these messages. 

When the product just got delivered, and the customer hasn't even used it yet, your upsell message may sound pushy to get more money out of pocket. Design upsell or cross-sell campaigns to send out SMS, possibly a few days after consumers make a purchase. 

Example: PharmEasy, an online pharmacy brand, offers discounts on medical tests to customers who buy medicines via them. It's a relevant service for consumers and they can avail the offer for any follow-up tests. 

5. Holiday deals

You can use SMS to launch promotions around holidays like Christmas, New Year, Thanksgiving, Summer, etc. These are themed promotions around holidays offering products relevant to holidays. Holidays are good opportunities to reach consumers as they are generally in a mood to indulge and purchase around that time. 

Example: Pantaloons, a fashion retailer brand, ran summer holiday promotions. They promoted summer wear, perfect for a beach vacation, at a steal deal.  

6. Personalized offers

SMS marketing also facilitates easy personalization. You can segment customers based on location, order history, etc. And then give them personalized offers based on these details. 

Example: Myntra, a fashion eCommerce brand, gives exclusive offers to customers who haven't shopped in a while. 

7. Loyalty programs

Loyalty programs are a great way to retain existing customers and encourage repeat purchases. Usually, loyalty programs offer perks like:

• Priority access to products
• Perks/coupons for select products
• Free shipping
• Redeemable points on every purchase

How do you keep the customer posted on loyalty programs? SMS. You can send SMS to customers on their points, new launches, offers, etc.

Example: Myntra also offers loyalty programs to its customers. Loyal consumers receive SMS notifications about new launches and offers. 

7 Best Practices for Effective SMS Marketing for eCommerce Businesses

1. Keep up with the character limit

Keep your message crisp, considering the 160-character limit and the nature of the SMS. Consumers want to take a quick look at it. So, a short and crisp message garners more attention.

2. Use simple language

Keep the text as simple as possible so the reader doesn't have to re-read it (which they won't). Maintain a conversational tone to avoid losing the reader. 

3. Send messages at the right time

You don't want to be blocked by sending an SMS at 2 AM in the night. Identify the right time to send a message based on the receiver's time zone. 

The Telephone Consumer Protection Act allows marketers to send marketing messages in the US only between 8:00 AM and 9:00 PM local time. You can also check around which time you have a maximum click-through rate. 

Tip: Plivo CX offers intuitive AI support to help you identify the right time to send messages.

4. Keep a clear call-to-action

Add a simple and clear call-to-action stating what action you expect from a consumer. For example, ‘Buy now’ and ‘Check here’ etc. 

5. Add an opt-out option

Include an opt-out option at the end of every message to avoid being reported as spam.

96% of consumers have felt annoyed at least occasionally by SMS marketing messages at some point in time. Also, 56% of respondents have reduced or stopped purchasing from a brand if they found their SMS annoying.

Sending SMS to consumers who don't want to receive them can directly hamper your business. 

6. Ensure compliance

Check for data, consumer, and privacy laws specific to your target country. Follow all the laws to avoid getting in hot waters with authority. 

DoorDash, a San Francisco-based company, got in trouble with Australian authorities. They were hit by a $2 million fine for large-scale bulk messaging and crossing the spam limit as per local laws.  

7. Maintain consistent brand messaging

When you add a new channel to your marketing ecosystem, it represents your brand. SMS does have limitations due to its character limit, but the messages should still reflect your brand image. 

Maintain a consistent brand voice across channels, including the newly launched SMS channel.

4 Best Tools to Automate SMS Marketing for eCommerce

Here are the four top SMS marketing platforms for eCommerce businesses: 

1. Plivo CX Engage

Plivo CX Engage is an omnichannel customer engagement platform that combines marketing and customer support. It allows you to run SMS, MMS, Email, and WhatsApp campaigns. The platform also offers OpenAI-powered chat.

• Launch targeted SMS campaigns: Craft personalized messages and reach the right audience segments for maximum impact
• Effortless WhatsApp marketing: Expand your reach with outbound WhatsApp campaigns, engaging customers on their preferred platform
• Unified CX platform: Seamlessly transition from marketing to customer service, providing a holistic experience for your customers
• Unrivaled reliability: Leverage Plivo's owned messaging network for guaranteed message delivery and exceptional reliability
• Global reach: Expand your brand's presence worldwide with Plivo's extensive global coverage

Moreover, Plivo CX Engage facilitates customer engagement with features like scheduled sending, a visual message composer, and OpenAI-powered copywriting assistance. You can also easily segment audiences using tags, ensure compliance with opt-out management and launch targeted campaigns to maximize ROI. Thus, you can confidently deliver personalized experiences while maintaining data security and privacy.

Features:

✅SMS campaigns

✅API support

✅Pre-defined templates

✅AI support

✅Integrations

✅Reporting

✅GDPR compliant

✅CCPA compliant

Pricing:

With Plivo CX (Engage), you get all the features you need for effective SMS marketing at a price that fits your business.

• Free plan: Get started with 300 SMS messages per month, perfect for testing and smaller campaigns
• Paid plans from $19/month: Scale your marketing efforts with plans offering 1500+ SMS messages per month
• Full-featured across all plans: Access all powerful Plivo CX Engage features, regardless of your chosen plan
• Flexible pricing: Choose the plan that aligns with your SMS volume needs and budget

Pros:

• Supports both marketing and customer functions
• Brings entire customer data into one platform
• Affordable pricing
• High deliverability rate as Plivo has its messaging network

Cons:

• Currently works for Shopify eCommerce brands only

2. Omnisend

Omnisend is an omnichannel marketing automation platform for eCommerce businesses. It is a marketing automation solution supporting SMS, WhatsApp, push notifications, segmentation, and dynamic Facebook and Google ad integrations.

Features:

✅SMS campaigns

✅Email campaigns

✅Push notifications

✅Facebook ads

✅Google ads

✅API support

✅Pre-defined templates

✅AI support

✅Integrations

✅Reporting

✅TCPA compliant

✅GDPR compliant

✅CCPA compliant

Pricing:

• Free: $0/month - Perfect for trying out the platform.
• Standard: Starts at $16/month - Ideal for growing businesses focused on email
• Pro: Starts at $59/month - Best for high-volume senders using email and SMS

Pros:

• Excellent customer support
• Fully integrated with all major eCommerce platforms. No third-party connectors required
• Easy to use

Cons:

• Omnisend's reliance on a third-party SMS provider means they have no control over message delivery, geographic reach, or deliverability optimization, leaving customers with no accountability for ensuring successful text message campaigns
• Limited pre-defined templates
• Slight learning curve

3. Klaviyo

Klaviyo is a popular marketing automation platform working with leading eCommerce businesses. It stands out for its advanced features, such as smart segmentation, omnichannel support, 250+ integrations, and more.

Features

✅SMS campaigns

✅Email campaigns

✅Push notifications

✅API support

✅Pre-defined templates

✅AI support

✅Integrations

✅Reporting

✅GDPR compliant

✅CCPA compliant

Pricing:

• Free: $0/month - For trying out the platform with up to 500 contacts and 500 email sends per month.
• Email: Starts at $45/month - For businesses focused on email marketing, with tiered pricing based on the number of active profiles and email sends.
• Email & SMS: Starts at $60/month - For businesses using both email and SMS, with tiered pricing based on the number of active profiles and email sends, plus additional costs for SMS/MMS credits.

Pros:

• Extensive features and integrations 

Cons:

• Implementing these advanced features requires the expertise of an agency
• Expensive for small and mid-size companies
• Users often complain of slowness in the platform

4. Sendlane

Sendlane is a unified marketing platform supporting email, SMS, reviews, and forms. It offers advanced features such as automation workflows, behavioral tracking, real-time analytics, and deep-data integration. 

Features

✅SMS campaigns

✅Email campaigns

✅Reviews

✅Forms

✅API support

✅Pre-defined templates

✅AI support

✅Integrations

✅Reporting

✅Real-time analytics

✅GDPR compliant

✅CCPA compliant

Pricing:

• Pricing: Starts at $0.00615 per SMS credit (includes estimated carrier fees of $0.00285)
• Minimum Purchase: 2,500 SMS credits (recommended for up to 1,250 contacts)

Add-Ons:

• Additional SMS Credits: Available in various packages (250 credits for $6.25, 500 credits for $11, etc.)
• Monthly Activation Fee: $10 for phone number and module activation

Pros:

• Excellent customer support
• Good email deliverability

Cons:

• Expensive for small and mid-size companies

Kick-start Your SMS Journey With Plivo CX Engage

With API support, AI features, ample integrations, reporting, and pre-defined templates, Plivo CX Engage has all the must-have features to kick-start your SMS journey. The best part is that it is also an affordable solution. You can send a text message in the US for as little as $0.0095. 

Beyond marketing, you can also use Plivo for customer support. Get in touch with our team to design the most cost-effective SMS campaigns.

Schedule a demo today!

A recent Twilio report highlights how 81% of businesses believe they understand their customers, but only 46% of customers agree that businesses truly grasp their needs. The reasons for this gap are:

• Poor data analysis: Businesses are unable to draw actionable insights from customer data flowing in from various sources. Thus, they operate on assumptions about customer needs.
• Multiple channels: Customers interact with brands via channels like social media, email, contact forms on websites, live chats, etc. Businesses fail to maintain a consistent and personalized experience across these touchpoints.
• Lack of personalization: Brands focus on tracking metrics like open rates and click-through rates, but forget about true customer engagement. Generic messages sent at random intervals fail to resonate with customers.
  

Customer engagement automation software can solve these problems and enable brands to drive greater sales by engaging existing customers consistently. 

In this blog post, we’ll explore how to automate customer engagement using such software.

What is Customer Engagement Automation?

Customer engagement automation is the strategic use of technology to streamline repetitive tasks and personalize interactions throughout the customer journey. 

By automating targeted messages and interactions at key touchpoints, businesses can deliver exceptional customer experiences that nurture loyalty and drive growth.

Why is Customer Engagement Automation Important?

It is no longer enough to manually update customer information and send communications. Customer engagement automation is required because of the following reasons:

• Customer journeys are not linear: Customers interact with brands through multiple channels—website to social media to email—seeking information and support. Omnichannel engagement enables brands to anticipate all possible routes and set up interactions based on behavior.
  

• Conversations require context: Automation allows brands to tailor messages based on customer behavior, purchase history, and preferences, making interactions more relevant and impactful.
  

11 Ways to Automate Customer Engagement 

Try out these 11 practical strategies to automate customer engagement:

1. Greet new users with automated welcome screens
   If users are greeted with a blank screen upon logging in for the first time, it adds friction to the process of them engaging with its features. Automated welcome screens introduce your product's core features and functionalities, guide users through the initial setup process, and offer helpful resources for a smooth onboarding experience.
   

2. Use predefined onboarding checklists
   Build a personalized onboarding checklist using customer data pulled from a welcome survey. Based on the user’s job to be done, such checklists can nudge them to activate their accounts, set up preferences, or explore key features. This ensures that users experience the value of the product as quickly as possible.
   

3. Offer contextual tooltips
   Users may only engage with a few features, even if they’re paying for more.  Integrate contextual tooltips and hints within the app to introduce other key features at relevant points so that users adopt them.
   

4. Use interactive walkthroughs
   Interactive walkthroughs are an engaging way to guide users through specific workflows or highlight key product functionalities depending on their specific needs. They provide step-by-step guidance and minimize the learning curve.
   

5. Introduce new features and encourage customers to adopt them
   Users can easily miss new features unless you find a way to point them toward it. Utilize automated email campaigns to announce new features, highlighting their benefits and offering in-app prompts or video tutorials for further exploration.
   

6. Use AI-generated video tutorials
   Consider creating AI-powered video tutorials to walk users through specific tasks or product functionalities, providing an engaging and personalized learning experience.
   

7. Reward loyal users
   Automate loyalty programs that reward customers for continued engagement. This could involve offering exclusive discounts, early access to new features, or personalized recommendations based on their usage patterns.
   

8. Offer on-demand self-service support
   Empower your customers to find answers by setting up a comprehensive resource center with automated search functionality. Integrate knowledge base articles, FAQs, and troubleshooting guides within the app. Thus, users do not have to leave the app, scroll to find the support button, or hunt through help docs to get the answers they need.
   

9. Launch automated surveys at customer touchpoints
   Set up automated surveys within the app to appear at key points in the customer journey, such as after onboarding completion or product usage milestones. This allows you to understand how users interact with your product and what causes churn.
   
10.  Send emails to reactivate disengaged users
    Consider re-engaging dormant users by sending personalized emails based on user inactivity. These emails could offer helpful tips, showcase new features, or even incentivize re-engagement with limited-time offers.
    
11. Offer contextual upsells
    Free trials are a great way to introduce your product, but converting them into paying customers requires a strategic approach. Implement automated in-app messages or email sequences that trigger near the end of the trial period. 

These messages should highlight the value proposition of your paid plans, address potential concerns, and offer clear calls-to-action for conversion.

Best Practices for Customer Engagement Automation 

Let's explore some best practices to automate customer engagement for higher ROI:

• Personalization: Use customer data to personalize your communication. Address customers by name, recommend products based on their purchase history, and tailor content to their specific needs and interests. It enables you to build customer loyalty and trust.

• Segmentation: Segment your audience based on demographics, interests, behavior, or purchase history. This allows you to create targeted campaigns that speak directly to specific customer segments, increasing engagement and conversion rates.

• Iterations: Experiment with different approaches, A/B test subject lines, email copy, and calls-to-action. Track your results and refine your campaigns based on data to ensure you're delivering the most impactful interactions.

• Measure and Analyze: Track key metrics associated with your automated campaigns, such as open rates, click-through rates, conversion rates, and customer satisfaction scores. Use these insights to measure effectiveness and ROI. 
  

How Plivo CX Enables Customer Engagement Automation

Plivo CX stands helps you automate customer engagement with the following features:

• Omnichannel communication: Plivo CX allows you to reach your customers through emails, SMS, in-app messaging, and social media, ensuring a complete and consistent customer experience.
  
• Create A Personized Marketing List: Our platform allows you to import real-time contact sync from Shopify store, Bigcommerce, Magneto and other eCommerce stores.

In just 1 click, capture data from Landing Pages, Opt-in forms and Event triggers on storefront via Plivo CX Engage API.

• Drag-and-Drop Workflow Builder: Businesses can use Plivo CX Engage to create complex automation workflows visually, with ease. This user-friendly interface allows you to design targeted campaigns by segmenting audiences and tailoring interactions based on specific customer behaviors or triggers.
  

• Powerful Analytics and Reporting: Measure the impact of your automation efforts with comprehensive reporting and analytics. Track key metrics like open rates, click-through rates, and conversion rates to identify successful strategies and optimize your campaigns for continuous improvement.
  

• Seamless Integration with Existing Tools: Plivo CX integrates seamlessly with your existing CRM, marketing automation platform, and other essential business tools, streamlining workflows and centralizing customer data for a unified view.
  

Schedule a FREE demo today to personally experience the new age of customer engagement automation within a few clicks!

With more and more eCommerce players coming into the market, it's easy to get lost in the crowd if you don't invest in brand promotion. 

The number of eCommerce sites in the US alone increased by 47.2% in 2023. There are close to 14 million eCommerce sites in the US (and this number is only growing). 

The question is, how do you keep your brand relevant? Let us go over five effective ways to promote your eCommerce online store.

1. SMS Marketing

SMS messages have an average open rate of 98%, which is significantly higher than email open rates (17%). You can promote your products or services through SMS. These messages can be promotions, exclusive offers, shipping notifications, and cart abandonment reminders. 

For instance, you can integrate an omnichannel marketing automation platform like Plivo CX into your Shopify store and automate the entire SMS workflow based on order status/customer action.

Why choose SMS marketing to promote ecommerce stores?

The benefit of using SMS as a promotional medium is its easy accessibility. People check their smartphones 144 times daily and are open to quick SMS. In fact, SMS is the second most preferred communication channel for consumers after email. 

Dominos: An SMS Marketing Case Study

Domino's initially focused more on TV and Facebook ads during its expansion. They ran 30- or 60-second video ads, but the ROI of this marketing strategy was poor. 

The brand switched to SMS, thinking that it would garner more attention. And they were right. They quickly saw an increase of 125 orders per ad. The fast nature of SMS helped the brand reach more consumers. 

2. Email Marketing

You can create email campaigns to engage with consumers. Common types of campaigns include:  

• Welcome email
• Newsletters
• Promotional emails
• Holiday offers
• Abandoned cart series
• Shipping notifications
• Upselling or cross-selling emails
• Birthday or anniversary emails
• Win-back campaigns

Why choose email marketing to promote ecommerce stores?

Email remains the most preferred channel by consumers. Emails reach a minimum of 84.8% of the people you send them to, which is an excellent deliverability rate. 

You can also easily personalize campaigns and draw insights based on consumer details/activity. 

Slyk Shades: An email marketing case study

Slyk Shades, a Massachusetts-based shades brand, started implementing email marketing to nurture its audience. They built seven automation workflows for different scenarios, and soon, 30% of monthly revenue was coming from email campaigns. Their Black Friday offer was such a big hit that it generated over $72,000 from a single campaign. 

3. WhatsApp Marketing

WhatsApp is another great medium for promoting your brands. You can send onboarding emails, promotions, shipping notifications, personalized campaigns, and customer support messages on WhatsApp. The platform supports rich media such as images, videos, and documents, making it easier to run diverse campaigns. 

Why choose WhatsApp marketing to promote ecommerce stores?

WhatsApp is the most popular mobile messenger app worldwide, with 2.79 billion unique users. And the platform also boasts of a 99% open rate. Its broad reach helps you reach out to your consumers on the platform where they are active. 

Benefit Cosmetics: A WhatsApp marketing case study

Benefits Cosmetics, a leading provider of brow/waxing services and a high-end cosmetics brand, uses WhatsApp to engage customers. It helps them provide fast service, making it easy for customers to change appointments and get appointment information. 

The brand also sends special messages and promotions directly to customers' message boxes. Using WhatsApp helped the brand provide fast service, and they observed a 200% growth in year-over-year sales, partly attributable to WhatsApp.

4. Influencer marketing

You can collaborate with social media creators with good reach to promote your brand. With the right strategy, you can identify the influencers who cater to your target audience and promote your brand through brand-embedded content.

Why choose influencer marketing to promote ecommerce stores?

64% of consumers claim that they will make a purchase based on an influencer’s recommendation or opinion at least some of the time. And 20% say they frequently or nearly always always buy convenience items, shopping goods, or specialty goods from an influencer’s recommendation. The reach influencers provide is massive. They can demonstrate products through their content and promote offers to the right audience. It increases brand awareness and credibility. 

H&M: An influencer marketing case study

H&M collaborated with four celebrity influencers to promote its holiday line. They gave the influencers full freedom to create content that matched their personalities and what their audience would love. With just four videos, the brand reached 12 million consumers. 

5. User-generated Content

User-generated content is content about your products/services created by users. It could be photos, videos, or product reviews. This type of content creates more social proof and builds brand awareness. 

While such content is often created voluntarily by users, you can also reward users for promoting your product.

Why choose user-generated content to promote ecommerce stores?

90% of consumers want to see brand content from real users. It assures them that the review is authentic and not sponsored. The strategy also brings long-term trust. 83% said they are more inclined to purchase from brands sharing real customer content. 

Parachute: A user-generated content case study

Parachute, a home decor and essentials brand, added user-generated content to its marketing mix. Instead of using branded content, they start running ads with user-generated content to show how their products look in actual users' homes. It got more attention. 

With the new ads, they saw a 35% higher click-through rate and a 60% lower cost-per-click.

6. Brand Collaborations

You can strategically collaborate with other brands to reach a wider audience. This works well with brands catering to similar target audiences. You can co-create campaigns, events, or even products. 

Why choose brand collaborations to promote ecommerce stores?

71% of consumers feel positive about co-branding partnerships, making partnership opportunities an excellent investment. Customers love variety, and brand collaboration gives you a chance to surprise them (in a good way). 

Marc Jacob X Uber: A brand collaboration case study

Marc Jacobs, a US fashion label, did an out-of-box campaign for its Daisy Daze perfume launch. It collaborated with Uber, a ride-hailing service, and decorated the cabs with daisies for a day. Users could book a decorated car using the Uber app by applying a promo code “MJDAISY.” They were then welcomed in a beautifully decorated cab and got a free bottle of Daisy Marc Jacobs fragrance. 

Uber saw 5,459 ride requests as part of the promotion, and the fashion label gained over 61 million social media impressions.

Boost Your eCommerce Business With Plivo CX 

You don't need any complicated tech setup to start promoting your eCommerce store. You can easily integrate Plivo CX with your Shopify store and run SMS, email (upcoming), and WhatsApp (upcoming) campaigns.

With Plivo CX, you can:

✅ Import your existing contacts

✅ Create forms to opt-in new users

✅ Run SMS, email (upcoming) and WhatsApp campaigns (upcoming)

✅ Segments users to personalize and accelerate campaigns

✅ Use AI to draft messages in a click

✅ Build reports to optimize campaigns

Book a demo to discover how Plivo CX can increase your brand visibility.

Establishing a Shopify business is often easier said than done. Bringing users to your platform, building trust so they make a purchase, and turning them into loyal customers. 

Each of these steps needs varying and fine-tuned strategies. On top of that, you've got the whole juggling act of managing your stock, figuring out shipping, and making sure your customers are happy campers. 

Oh, and let's not forget the wild world of online marketing and ads—it's like a never-ending puzzle!

In this post, we have covered detailed tips on how to get Shopify sales at every stage. 

So, whether you have just launched the Shopify store and want to give it a boost, or you own an already established business and want to increase your customers' lifetime value, there is something for everyone. 

How to drive more traffic to your Shopify store

1. Start a Facebook and Instagram store

Facebook and Instagram provide an option to create an online shop to display your products. 

The best part is you can easily integrate your Shopify store with these shops. This integration makes it easy to manage your inventory, orders, and customer data in one place. 

But why create a Facebook or Instagram store—you ask? 

Well, these platforms have billions of users, and creating a store in either gives you a wider reach. Moreover, you also get an option to run ads to boost reach. You can run targeted ad campaigns to reach more potential customers.

2. Participate in Reddit communities

Reddit is another powerful platform you can use to promote your Shopify store. But keep in mind that the nature of this platform is different. 

Users come here to find reviews or information on any products before making a purchase. Or they are looking for genuine product recommendations. They are not looking for ads here. 

So, instead of being directly promotional, you can engage in relevant communities and answer genuine queries. This strategy will give your store more visibility and build trust. 

For example, Purple Mattress has a subreddit with 3,900 members. This subreddit curates all customers' questions on the Purple Mattress. Customers can come here to see reviews before making the purchase. 

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3. Create a TikTok profile

Creating a TikTok profile is definitely one of the wisest decisions for your brand, considering its astounding numbers:

• Its engagement rate is 4x of Instagram.
• There are many fast-growing accounts, especially accounts between 10-50k followers, that are seeing the most follower growth.
• Many brands are already huge on TikTok, posting around two videos per week.

HelloFresh, America's most popular meal kits platform, is a good brand to take reference from. They post videos of recipes with their meal kits so users can see how it works in action and also get a glimpse of meal kits. They currently have a community of 57,000 followers. 

4. Collaborate with influencers

Other than social media ads, another great strategy where you can invest money is influencer marketing. 

You can collaborate with influencers who already have an engaged audience in your niche. 

Collaborating with influencers has two benefits: first, you get more reach. Secondly, influencers create content for your brand, which you can reuse later. 

For example, Gainful, a personalized protein powder supplements brand, collaborates with many nano influencers in the space to create more awareness of their products.

5. Invest in SEO

While growing on social media can give you some quick visibility, investing in search engine optimization (SEO) is for long-term growth. 

You will drive organic traffic regularly over the years by creating search engine optimized content. It's an investment that pays off in the long run.

Let's take Etsy, a global marketplace for unique and creative goods, as an example. The brand regularly produces helpful content and shopping guides. It created one such detailed shopping guide on office supplies. No wonder it ranks high on Google whenever a user searches for office supplies.

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6. Showcase your value proposition

Converting a first-time visitor into a loyal customer needs a clear value proposition. 

While the previously mentioned steps will help you gain more traffic, clearly communicating your unique value proposition will help you stand out from competitors and convert visitors into customers. 

Ensure you have a clear and compelling message on your Shopify store.

How are other brands doing it? Here is an example. 

Birchbox, a beauty subscription service, highlights its unique selling point as it curates personalized beauty product boxes. It's targeting busy individuals who don't have time to find every product and wish to get a customized beauty regime pack. The brand showcases this value proposition on its website and social media channels. 

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7. Optimize product pages

Often taken for granted by many, product page optimization is another crucial aspect that impacts user conversion rate. If your product page is slow or not user-friendly, users may bounce out soon.

Another important thing to take care of is message delivery. Is the page showcasing all the required information? 

Let's understand this with an example. Beauty Pie, a cosmetics brand, adds all the product details as well as a demo video to the product page so the user can get a clear idea.

8. Highlight product reviews

Users are skeptical when it comes to online shopping, and reviews reinforce their trust. For higher conversion, highlight the experiences of your happy customers. 

Amazon does this effectively. First, you can see product reviews before making the purchase. Another new helpful feature is an AI-generated review summary, which sums up all customer reviews. 

With this feature, users don't have to read hundreds of reviews one by one. So, it's definitely a cherry on the top when it comes to customer experience.

9. Add live chat 

Live chat is another great option for handling all your customer objections. Adding a live chat option allows you to address any customer queries that are hindering the purchase. It also elevates customer experience as they find the brand more easily approachable. 

Canyon, a bike brand, has a live chat option to answer any customer queries. Bike lovers are very specific about product features and have tons of queries before making a purchase. This brand can easily address all of them with live chat. 

10. Run abandoned cart campaigns

You have created the best product page that answers all customer queries. Still, a customer may add a product to a cart and not complete the purchase. Maybe they are rethinking if they need it or just got distracted and forgot about it. 

To regain such lost sales, you can run an automated cart campaign using a SMS marketing platform. These are nudges to complete the purchase. Sometimes, it comes with an incentive like free shipping, an extra 10%, etc. (whatever fits your business strategy).

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11. Provide multiple payment options

Even with the most optimized websites, users may drop out if there isn't a convenient payment option. Reduce cart abandonment by giving customers ample payment options. 

eBay, a global marketplace, is able to expand its customer base across demographics by providing a wide range of payment options, such as:

• PayPal
• PayPal Credit
• Credit card or debit card
• Apple Pay
• Google Pay
• Venmo
• Spendable funds
• Payment upon pickup
• Wire transfer facilitated by eBay (select categories only)
• eBay gift cards

Build a loyal customer base

12. Provide excellent customer service

Whether a customer chooses to repurchase from you depends on your customer experience.

Were you regular with previous shipping updates? 

Is your return or exchange process user-friendly?

Poor customer experience not only decreases existing customer lifetime value but also creates negative word of mouth. You can define workflow for shipping updates and returns using an eCommerce automation software. 

Athletic Green, a supplemented brand, sends tracking link to the customer when the product is shipped | Source: Really Good Emails

13. Offer cross-sells and upsells

You can further increase customer loyalty by offering personalized recommendations. It shows you are interested in the customer experience. 

By creating impactful upsell or cross-sell programs, you can provide additional value to customers by suggesting products that better meet their needs. 

For example, after a user makes a purchase, Dollar Shave Club recommends products to customers that can be added to their current shipment. These recommendations can improve the users' shaving regime, so there is a high chance that they will add these products to the cart.

14. Plan win-back campaigns

You can retarget customers who haven't purchased in a while. The market is competitive, and everyone wants customers' attention. 

Win-back campaigns give customers a nudge to return and purchase again. You can send recommendations or any exclusive offer. 

For example, Outdoor Voices, an activewear brand, sends a 20$ coupon to users to motivate them to place an order.

15. Run a customer loyalty program

Lastly, you can run loyalty programs to turn customers into brand advocates.

As part of the loyalty programs, you can offer perks such as:

• exclusive discounts
• early access to deals
• free shipping
• redeemable points.

You can send SMS or emails about it. For example, restaurant chain Zoës Kitchen ran a campaign with exclusive offers for its Rewards members. 

Boost your Shopify store sales with Plivo CX

Through direct integrations with platforms such as Shopify and BigCommerce, Plivo CX empowers businesses to manage the entire customer experience lifecycle—from attracting new customers, fostering engagement, and delivering exceptional service—via its omnichannel marketing and customer service solution. 

You can run all your SMS, email, or WhatsApp marketing campaigns to boost sales or build a loyal customer base on Plivo CX. 

The tool’s Audiences feature helps you assess your customers—their online behavior, engagement levels, and purchase history. Leverage this rich data to create targeted segments with a code-free segment builder to deliver maximum impact. 

Apart from that, you can also set event-based triggers to send out specific messages that drive engagement. 

You can also quickly launch campaigns with pre-built templates while having a granular look into how the campaigns are performing in real time. 

The tool also offers an AI-powered copywriter, so that you can deliver exceptional content at scale, anytime you want!

That’s not all, the platform comes with a dedicated module to ensure your support teams deliver exceptional service and automate the handling of repetitive queries by OpenAI-driven chatbots and more. 

 Sign up for a free trial today!