The ongoing pandemic has forced many traditional businesses to go online. Among other industries, food establishments have found that going digital is one way to survive. Since the pandemic, most countries have enacted strict regulations for restaurants, bars, and coffee shops. Serving fewer people in your business means you need to find innovative ways to connect with more customers and drive sales.
For restaurants, this would mean getting more direct business from customers, implementing touchless dining for safety, and owning customer relationships through marketing efforts. Another challenge faced by the food industry includes poor data management. This can have detrimental effects such as lost or delayed orders, inefficient tracking and execution of orders as they come in from customers.
Gupshup is transforming the F&B experience and how. We work with the world’s leading restaurants to help them engage with customers over 30+ messaging channels across commerce, marketing, and support.
An ideal customer support platform engages customers from the word go and offers a conversational experience that is personal as well as efficient at the same time. Gone are the days where a customer would hold on to a phone call in a queue just to get a query answered. A business would likely lose a loyal customer or never get a new customer onboarded in the first place.
Most customers these days wish to communicate with the brand in a conversational way to discuss their issues. Customers want real-time acknowledgement and resolution of problems, which traditionally has been a problem area with emails and IVR-based support desks.
Businesses always look for innovative ways to connect with their customers for both selling products and services and assisting them with grievances. Phone support was one of the most popular customer support methods and with time and changing lifestyles, SMS and emails started gaining traction. Further, as the messaging apps became prevalent, SMS became less popular and email support was considered good for issue resolutions.
With the introduction of conversational AI chatbots, the use of emails has reduced and taken over the market due to its ease of service. Let’s start with the pain points that users face in communication. Moreover, we will learn about the ways to overcome them. Conversational AI and email support are two such ways, and the comparison between them is the highlight of this article.
What is Conversational AI? The 2021 Guide!
What is conversational AI? How does a conversational AI platform work? What are the most common conversational AI use cases?
In this blog, we will address all these questions.
Let’s start with – What is Conversational AI?
Today’s customers expect fast answers and instant gratification. They want digital support and personalised experiences from the brands they support. They also want to be “heard”, and treated as unique individuals, not as faceless “cases” or “tickets”.
In such a scenario, modern companies must deliver omnichannel, personalised and real-time Customer Experiences (CX) – for which old-fashioned customer communications tools are ineffective.
Enter – Conversational AI.
Conversational AI refers to technology that allows machines to understand and process human language inputs, and respond to them in a near-human manner with the right context and smooth flow.
When it comes to customer support, businesses are divided between deploying live chat with human agents or the futuristic conversational AI with virtual assistants and chatbots. While both channels are effective in addressing and responding to customer queries, there are some pros and cons associated with each that showcase differences in their capabilities.
What is live chat support?
Live chat support helps customers to ask proactive questions through instant messaging platforms. For example, when one visits a website, a chatbox prompts users to input a query. The user is then directed to a live human agent who takes up the conversation.
The summers are here and that means a few things. The weather is warm, and famous brands are offering a lot of discounts on their new line of summer wear! But instead of stepping into stores, more and more people are heading towards retail apps for their shopping needs. The world of shopping has seen a marginal shift to the digitized platform and the pandemic has further added to the cause.
Online shopping has evolved significantly over the years – first with the Internet, then mobile apps and now with the rise of conversational AI technology in retail and e-commerce.
Customers’ expectations of how they should be able to interact with retailers has changed significantly over the last few years. Speed and convenience are driving the consumer agenda today, when it comes to shopping.
For every industry, staying ahead of the most recent trends is the only way to survive, excel, and thrive in this fast-paced, hyper digital world. An important point for businesses always is to understand how to better interact with the customers, which is why having a strong strategy is necessary to navigate through changing times. The emerging approach hence for eCommerce retailers, and startups around the world is conversational commerce.
WhatsApp introduced the WhatsApp Business App in 2018 to aid businesses – both small and large – to connect with customers in a personalised, 1×1 manner. Currently, WhatsApp is the world’s most popular app, with over 2 billion monthly active users, and delivering over 100 billion messages a day
Given that everyone from millennials to boomers in virtually every country are comfortable with the app, most WhatsApp Business users are aware that the app helps them connect with their customers, no matter how old they are, or where they’re located. This article discusses all about chatbots for WhatsApp and how you can use a bot to handhold your customer service interactions.
The launch of the WhatsApp Business API was a major turning point in the way the businesses interacted with their consumers. It opened up various avenues through which customers and businesses could converse, and enabled businesses to respond to their customers’ queries in real time. With this API, several businesses have seen a significant uptick in their sales and revenues.
One of the many different ways businesses can interact with prospective customers is via a WhatsApp chatbot.
A WhatsApp chatbot is an automated conversational software. It enables customers to get answers to common essential questions about a business through WhatsApp, by chatting with a virtual assistant. All they need to do is pose their question to the chatbot, as they would to any other real person via WhatsApp’s chat interface. The answers given by the WhatsApp chatbot are typically automated, and usually instantaneous. There are various types and levels of WhatsApp chatbots, and the extent to which they can answer customers’ questions varies with the level to which they have been “trained”.
Why Conversational Messaging?
Businesses need to engage with their customers in real-time. Customer engagement drives revenues, customer satisfaction and market share growth. Therefore, businesses are always looking for better and newer ways to engage customers. Earlier engagement formats such as web and app were structured formats consisting of screens, tabs and buttons – they require humans to behave like computers; conversational messaging is natural, intuitive and conversational – it forces computers to behave like humans. In that sense, conversational messaging is the most advanced format for engagement.