While SMS messaging has become a ubiquitous part of our daily lives, it has been one of the most preferred means of communication since its inception some 31 years ago. A plain text message has evolved and revolutionized the way we communicate over time. Moving beyond communication, SMS today has created its own space for brands to reach out to its customers However, Application to Person (A2P) messaging came with its set of limitations — lack of customer engagement and no space for interactive response.
On the other hand, Person to Person Messaging (P2P) has been fragmented since the emergence of popular OTT apps like WhatsApp, Facebook Messenger, WeChat leading to the demise of native messaging. However, SMS has and continues to be a popular medium to reach out to customers, especially for push marketing. The question is then how it can be more customer friendly; customer experience driven and can bring better business outcomes compared to the OTT apps in the market.
Today, the four biggest messaging micro-platforms (provided by Facebook and Google) have more active users than the four biggest social media platforms: Facebook, Twitter, Instagram, LinkedIn. Looking at this global trend, it seems evident we’ll be seeing an increase in 2022 in A2P messages sent from businesses and organizations to consumers. As things are now today, most business-directed messages sent to people are one-way but consumers want the ability to reply back.
Conversational messaging has made consumer self-service much easier and more convenient. Thanks to new technologies, customers can quickly have a simple conversation in order to find information about products and services they are interested in for example. This technology has been paving the way for faster, more satisfied interactions between companies and their customers.
Gupshup has been on an innovative drive when it comes to Conversational Messaging. In this blog, we highlight the core developments we have made in the area the past year, keeping in mind the trends for 2022.
Money transactions and cash flow are crucial, daily aspects of our lives. They include utility bills for electricity, gas, water, and travel, food, & luxury expenses. Paying them on time can be hectic and overwhelming, while delays can cause extra charges or late fees. So, during one of our Gupshup’s Conversational Messaging podcasts, Beerud Sheth, CEO of Gupshup and Srinivas Vijayaraghavan, VP Marketing, discussed implementing a new way for seamless payments and how it can benefit customers in their day-to-day lives. Listen to the podcast here.
Let’s learn how one-click payments make our lives easier.
Chatbots online have become a very common and in-demand function for websites, portals, and platforms in 2021. With the evolution of AI and its implementation across various domains, chatbots have emerged as one of the most imperative tools to improve the user experience for businesses across the globe.
The widespread use of chatbots has only made it clear how important they are in today’s day and age. For instance, a recent survey by Invespcro pointed out that over 67% of global consumers have in some way interacted with a chatbot. Another study from Drift also highlighted that over 40% of consumers worldwide use conversational marketing tools like chatbots to make purchases online.
So, how do chatbots work, and how can you use them to boost your business capabilities? Let us dive in.
In earlier times, the only two mass marketing tools used by enterprises were either SMS or cold calls. Today SMS usage is very different from what it was earlier. It is more focused and fulfills an established need at the right moment by leveraging the power of APIs.
APIs (application programming interface) are the building blocks for developers to integrate new features in their applications. They provide large and smaller enterprises the ability to integrate their application with an omnichannel communication portal, which has access to data and voice messaging tools. SMS APIs are well-defined software interfaces that are used to allow web applications to easily send and receive text messages through logic written for standard web frameworks.
A reliable SMS API gateway will optimize enterprise communication, thereby making it more flexible for high transfer and delivery of messages. Furthermore, sending bulk messages expands the base of consumers at a lower cost and increases the scalability of brands. If you want to integrate an SMS API gateway for SMS marketing, then you can take advantage of a third-party CPaaS portal.
The old days of “spray and pray” or “batch and blast” marketing are long gone. In the past, marketers used to send out bulk advertisements, emails, or other forms of communications out to a huge group of people (spray). Then they would hope (pray) that the message would motivate at least some entities in the broad audience to show interest in the brand’s offerings, or even better – buy these offerings. Marketers paid no attention to personalisation, audience segmentation, or the measurement of metrics, such as conversion tracking or ROI.
The problem with this hit-and-miss approach?
The message got lost in a lot of noise, and therefore went unnoticed. In short, a lot of effort for very little reward.
Fortunately, modern brands and their marketing teams no longer have to rely on spray and pray marketing to get their message across. If anything, they can send personalised messages at scale to a captive audience and engage in meaningful, one-on-one conversations that are more likely to lead to conversions, sales, and customer loyalty and advocacy. And one of the most powerful mediums to achieve these goals is mobile SMS marketing.
Every patient comes with their set of different health issues but does not get the specialised attention and care that they deserve. In such scenarios, message-based interactions make them feel that their healthcare provider is always with them, and is just one ping away.
What conversational chat provides is continuous and personal access to healthcare whenever needed, making it easy for patients to access their care at a pace that works best for them. They no longer have to feel as if they have to travel from doctor to doctor each time they need a check-up or have a question about one of their vitals! This has been shown to reduce the number of visits required by those who don’t live within reasonable proximity of a health center or hospital.
Enter – healthcare bots
Technological advancement in artificial intelligence (AI) space has captured the public imagination. But this accelerating pace of innovation comes with an increased state of uncertainty about where AI is headed and how it will impact human interactions. Let’s take a look at how AI is changing the way we communicate and what the future holds.
AI has successfully reached a stage where consumers can effortlessly speak to technology. Human interactions are now structured around quick problem-solving abilities. This revolution in human interactions has massive implications across industries. Companies around the globe are trying to capitalize on this space by adopting chatbot as one of the primary means of communication with its users. It is estimated that the chatbot market will witness a 24% growth in the coming years and reach $1.25 billion by 2025.
But how exactly will this AI space be taken up by businesses? Let’s take a look at how conversational AI will shape human conversations.
Machines that can understand humans?
Respond to human language?
Recognise linguistic cues, comprehend context, and even take appropriate action?
Sounds like something out of an Isaac Asimov novel! But the fact is – modern-day machines can do all of this and more – thanks to Natural Language Processing (NLP).
But what is NLP?
How does it work?
Why is NLP important?
What are its current applications and uses?
This detailed guide explores all these frequently-asked questions about this exciting area of Artificial Intelligence (AI).
Rich Communication Services (RCS) messaging is the next big evolution in the world of mobile messaging. RCS provides a messaging solution that is unparalleled in terms of features to any existing messaging platform. Google is one of the major players in the industry to boost the growth of RCS messaging across the globe.
In simple terms, RCS messaging is SMS 2.0. RCS has features such as rich cards, carousels, suggested actions, images and so on. These features allow brands to improve the user experience they intend to provide to their users. RCS also has the ability to verify profiles of the enterprises and have their logo on it. This all makes RCS even more attractive for brands to adopt it.
RCS messaging is currently available only on Android devices. In the past decade, Android’s market share has gone up from 23% in 2012 to almost 75% in 2021. This means that every 3 out of 4 mobile phone owners have an Android device. RCS messaging, therefore, has quite a large amount of potential reach to users.