IP Messaging – Backbone of Conversational Engagement

On October 15, 2021

Presenters

Notes

In today’s episode of the Conversational Messaging Podcast, Gupshup’s Product Leader, Kunal Talreja, joins VP Marketing Srinivas to discuss how the Gupshup IP Messaging (GIP) empowers a no-app, no-call, and no-store visit approach, the most convenient customer service for brands and customers. Tune in to listen to how less is more!

The Gupshup IP Messaging

Kunal explained the power of the GIP, a platform that transforms one-way messages into two-way conversations. GIP eliminates inconvenient processes that require customers to call the brands, install applications, or visit the stores. By just clicking a link embedded in messages, customers can start transacting using automated customer service powered by smart chatbots.

Accessing Everything at Home

Digitising and automating customer processes should be a norm for brands, especially now, given the restrictions due to COVID-19. It’s a convenient and smart move for brands, irrespective of the industry they’re in—retail, banking, or even car dealerships. The customer should not have to go to stores, banks, or showrooms for processes they can complete by just scanning a QR code or clicking a link to collect their information and proceed with the process. With just a click, everything they need should be delivered right to their homes.

Personalized, 24/7 Customer Service

The GIP offers countless possibilities—customer experience improves significantly, from reaching resolution chatbots 24/7 to getting a more personalised customer experience. For the brands, it’s quick and easy as they only have to provide the template for messaging and provide the functionalities (i.e. report fraud, file a complaint, apply for a loan, purchase a product, etc.). With GIP, the messaging channel doesn’t stay a messaging channel; it becomes a marketplace where brands could expand and reach a wider audience.

It gives a competitive advantage to small retailers and SMEs to have their own digital store in which they can get customers to do all the transactions without coming to their store physically.

Kunal Talreja

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