Advanced APIs provide access to multi-step conversational messaging journeys that can make your workflow building more efficient. What’s the difference between simple APIs and advanced APIs? Simple API calls give you access to execute single steps. So, if you need to craft a multi-step messaging journey, you need to program those API calls individually within the workflow framework you are building. With Advanced APIs, you can get pre-built, customizable sequences that you can plugin and use to accelerate the automation of key business workflows.
Gupshup’s advanced API helps build compelling messaging experiences quickly. You can put into place a smooth workflow that lets you access multi-step conversational messaging capabilities.
The COVID-19 pandemic has brought in a new way of living for consumers and brands alike. Contactless shopping is the new buzzword. Add to this, the digitization of every commerce platform, businesses have their plates full with the task of engaging, retaining and making sales to customers amidst thick competition. Making sure to have a solution backed by conversational AI across multiple channels is the best bet for your business today.
If you connect with your customers via messaging, it is easier to acquire them as customers, sell them products and services and also support them. Conversations are more human than other forms of digital communication such as one-way SMS, advertisements, emails, etc. Connect with your customers on a highly engaging platform with an open-source API that focuses on privacy and security.
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.
Messaging is the most preferred way of communication today, and for good reason too. It’s fast, easy and is more conversational in nature. For all these reasons and more, consumers are now preferring to communicate with businesses and their favorite brands via texting or messaging. Brands and businesses can make a choice today to cater to customers’ needs and take them through the marketing funnel through a series of personalized conversational experiences. It’s time to make your business feel personal again.
What is Conversational Marketing?
Conversational marketing helps businesses build relationships with customers by creating a series of personalized conversational experiences. These could be across physical and digital platforms. However, mass personalization is no longer the goal. Marketers want to have one-on-one conversations with their customers through the Awareness-Interest-Decision-Action (B2C) sequence to learn what they are looking for, and develop a stronger, long-term relationship with them. Hence, the importance of conversational marketing in a customer journey cannot be emphasized enough.
Have you been wondering how to scale your business with the WhatsApp API, but are not exactly sure if you need it? Well, the platform has more than 2 billion active users and it’s now open for business.
In this article, we’ll cover your options for using the WhatsApp API for business, and discuss the various practical instances where it can find a place in your business strategy.
With the ongoing pandemic, shopping trends of customers have changed tremendously. Preference for social distancing and contactless shopping is increasing. People are increasingly turning towards online stores offering their favorite brands, instead of heading to their nearest shopping malls. To keep this buzzing crowd of shoppers happy and to make their online shopping experience better than the instore one, retailers need to find a way to connect directly with the customers by taking their stores online.
Smart Messaging for Smart Retail
With the Gupshup conversational messaging platform, experience contactless shopping, conversational commerce and smart messaging, where everything from the online ordering to payment to home delivery is taken care of. More than survival it’s about giving a tough fight to bigger brands that are eating into existing business. By integrating smart messaging into their current order management systems, retailers can now operate their business in lockdown easily. Retailers can implement a contactless shopping experience which is visually appealing as well as a better user experience.
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.
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.
Providing great customer experience (CX) is the most important goal for companies today, whether it’s through support, pre-sales or post sales service. Conventionally, businesses tend to tackle customer support requirements by deploying specific channels for certain scenarios; voice or phone support (for pre-purchase support), emails (for post-purchase support), etc. But these are definitely not conventional times. Call centres are blocked with customer requests, hold times for calls have increased beyond minutes, turnaround responses for customer emails have become irregular and to top it all, businesses have had to reduce supply of support agents in this pandemic. Yet, customer queries continue to rise.
It’s now obvious why businesses prioritize customer experience above all else as part of business growth. With the help of conversational messaging, different sectors like banking, telecommunications, e-commerce, etc are exploring new ways in which to reduce the biggest pain points in customer service and to improve their customer engagement further.
If there is anything that marketers and sales support teams of a brand completely agree on, it’s the importance of customer experience management. And a major aspect of that is how brands communicate with every individual customer; before, during, and after a sales transaction. It’s no surprise, therefore, that as businesses have gone digital, so have their customer touch-points.
Customer support used to depend on face-to-face interaction, in-branch, or on-site service. Then came the time of on-call support, IVR, and SMS services to make customer interactions quicker and after-sales customer experience smoother. The mobile nature of customer support has now extended to in-app and WhatsApp engagement.
Businesses are adapting their lead management and service functions to reach millions of customers every day via WhatsApp. So even without returning to the app, customers can still receive the order and service-related notifications of their business. This is a feat that is impossible to achieve without automation, and that’s where WhatsApp Business API comes into play.