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Presenters

Beerud Sheth - Co-Founder and CEO
Beerud Sheth
Co-Founder and Chief Executive Officer
LinkedIn
Srinivas B Vijayaraghavan - VP Marketing
Srinivas B Vijayaraghavan
VP Marketing
LinkedIn

Notes

In this episode of the #ConversationalMessaging Podcast, Gupshup's CEO Beerud and VP of Marketing Srini discuss the inevitable demand for customer support with the rise of social media. They explore how shifting from traditional call centers to automated customer support is the smartest and most cost-efficient way to make consumers happy.
The Common Mistake of Most Businesses
Although customer support is one of the most critical aspects of a business, it often doesn't get the attention it deserves. Most businesses compromise customer service because they think that it's an expensive investment. Beerud believes that with conversational technology, quality customer support becomes cost-efficient as it can handle peak demand but requires little manpower.
Always Prioritize What Makes Consumers Happy
Now is the time for businesses to adapt to conversational technologies to interact with consumers. It's easier for consumers to interact with brands using the very channels they use to interact with their families and friends. Shifting from traditional call centers to automated customer support can positively impact customer experience, leading to improved customer loyalty.
Ultimately, the only reality is the customer reality. The way that customers experience your company, your business, your interactions, is what matters. If they have a difficult time doing business with a company, if it's challenging, they'll go find somebody else that they can do business with.
Beerud Sheth, CEO of Gupshup
Always Go for the Smartest Solution
Conversational technology is easy to incorporate in customer support because of the simple type of questions. Through AI, Beerud proposes to create a chatbot that understands structured queries, unstructured queries, or a combination of both. For everyone's satisfaction, human agents can handle the most complicated ones, those the bot can't resolve, making the solutions inclusive to all types of queries.
Related posts:

How to create a customer support app with WhatsApp?

Conversational AI Support vs Live Chat Support – Pros & Cons

Conversational messaging improves customer support

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Added below language support for WhatsApp,

Bot developers for Line: With the release of Line Messaging API, all BOT API Trial Accounts are scheduled to be deleted. Please republish your bot according to new Line implementation, mentioned under Publish tab in My Bots section.

New tool for non-developers- Our Flow Bot Builder helps users create their bot messaging flow with a graphical editor.

API.ai tool is now available for developing your NLP/AI bot.

Gupshup Enterprise APIs (SMS,Voice and Email) are now available directly in the APIs section.

New channels added for publishing bots- Smooch.io and your website as a web widget.

Now you can access our services including the bot builder tool using your Facebook login credentials.

Now you can delete the dummy bots created for testing from the My Bots Dashboard.

You can now access Bot specific data from your Dashboard itself.

Introducing a hassle free bot development experience for users to instantly create bots using our pre-defined restaurant templates. Check out our blog to know more.

We are removing few redundant parameters, that were being sent when a callback happens to your bot (i.e. inbound message comes to your bot).

Following is the list of parameters.

  1. sender
  2. message
  3. context

However, we will continue to send following parameters. If you are using any of the deprecated parameters, we request you to use these alternatives.

  1. senderobj
  2. messageobj
  3. contextobj

You are requested to make a note of this and do the necessary changes immediately to your bot code to keep it working. Should you need any help, please feel free to send an email to devsupport@gupshup.io