Product Overview of Gupshup
Gupshup is a comprehensive conversational messaging platform designed to empower businesses to create personalized, automated, and frictionless customer interactions across various channels. Here’s a detailed look at what Gupshup does and its key features.
What Gupshup Does
Gupshup enables businesses to engage with their customers through two-way interactions powered by industry-trained AI agents. This platform is built for the conversational era, allowing companies to go live quickly across multiple major channels such as WhatsApp, RCS, Instagram, web, app, and more. Trusted by over 45,000 brands globally, Gupshup serves a wide range of industries including eCommerce, retail, payments, fintech, media, travel, automotive, and banking.
Key Features
Multi-Channel Support
Gupshup supports a wide array of messaging channels, including SMS, Facebook Messenger, Telegram, WhatsApp, and more. This multi-channel support ensures that businesses can reach their customers where they are most active.
Advanced API Capabilities
The platform offers a powerful API that allows developers to integrate messaging capabilities into their applications easily. Key API features include rich media support for sending images, videos, and documents, message templates for consistent and quick message sending, and webhook integration for real-time updates and notifications.
AI and Chatbot Integration
Gupshup leverages artificial intelligence (AI) and chatbot involvement to automate a significant portion of customer queries. This can automate up to 90% of queries, ensuring faster resolution and a 40% boost in customer satisfaction (CSAT). The platform also includes AI-enhanced translations and automated journeys to engage customers effectively.
Journey Builder and Campaign Manager
The Journey Builder tool allows businesses to create sophisticated conversational journeys using a no-code interface or pre-defined templates. This tool can recursively call other journeys, enabling complex workflows. The Campaign Manager is optimized for conversational experiences, enabling interactive campaigns with two-way elements that drive greater engagement and conversion rates.
Analytics and Reporting
Gupshup provides detailed analytics and reporting tools to track the performance of messaging campaigns. Features include delivery reports, engagement metrics, and A/B testing to optimize messaging strategies. The platform also uses Amazon Redshift for building a multi-tenant messaging analytics platform, providing insights into WhatsApp/SMS campaigns and tracking the success of every text message sent.
Customer Engagement and Support
Gupshup facilitates various customer engagement tools such as click-to-chat ads for lead generation, automated nudges for product recommendations, and rich catalogs for in-channel shopping. The platform also supports transactional notifications, event reminders, and feedback collection through interactive surveys. For customer support, Gupshup offers seamless handoffs to live agents with full context, ensuring superior customer support.
Payments and Catalog Management
Gupshup has integrated various payment methods, including credit cards and region-specific payment options like UPI in India, Pix in Brazil, and CoDi in Mexico. The Catalog Manager enables businesses to set up their product catalogs directly within messaging channels like WhatsApp, allowing users to browse, search, and purchase products frictionlessly.
Functionality
- Ease of Integration: Gupshup is known for its ease of integration, empowering developers to intuitively integrate cloud communications functionality into their applications.
- Customization Interface: The platform offers a high-quality interface for designing and customizing conversation maps, suitable for both non-technical users and advanced developers.
- Customer Targeting and Profiles: Gupshup allows for effective customer targeting and the creation and modification of customer profiles based on conversations, helping in building a rich first-party database.
- Live Chat and Agent Assist: The platform includes live human components for conversations and agent assist features, ensuring that complex issues can be seamlessly handed off to live agents with full context.
In summary, Gupshup is a robust conversational messaging platform that combines comprehensive messaging support, advanced API capabilities, AI-driven interactions, and detailed analytics to help businesses deliver transformative conversational experiences. Its focus on innovation and customer-centric solutions makes it a trusted partner for leading enterprises worldwide.