Elevating customer experience: Why conversation cloud is the new frontier for savvy brands

Beerud Sheth, Co-Founder and CEO, Gupshup writes that The traditional website-centric approach, while once revolutionary, is no longer sufficient to meet the demands of today's hyper-connected consumers.

By  Storyboard18Jun 13, 2024 10:53 AM
Elevating customer experience: Why conversation cloud is the new frontier for savvy brands
While many businesses are using conversational AI like chatbots, they struggle to provide good customer experiences. This is because current enterprise tools are outdated and can't handle modern AI-powered conversations across different messaging apps, writes Beerud Sheth, Co-Founder and CEO, Gupshup .

In the rapidly evolving digital landscape, businesses must adapt to the seismic shifts in consumer behavior and embrace the conversational paradigm. The rise of messaging platforms, AI-powered chatbots, and conversational interfaces has ushered in a new era of customer engagement, one that demands a seamless, personalized, and omnichannel experience. The traditional website-centric approach, while once revolutionary, is no longer sufficient to meet the demands of today's hyper-connected consumers. The emergence of smartphones is shaping up a new type of internet- the Conversational Internet- one, where you don’t type keywords, rather ask questions, converse and get answers.

The enormous growth witnessed by platforms such as WhatsApp, WeChat, Telegram and SMS/RCS is a testimony to the fact that people are more comfortable “conversing” than clicking on a set of blue links. Businesses have been quick to ride this adoption wave allowing customers to seek support, share feedback, book appointments, buy and even avail deals through a simple chat.

The modern business landscape is characterized by a multitude of specialized platforms catering to diverse organizational requirements. Just as brands rely on Salesforce Marketing Cloud for comprehensive CRM, the Conversational Cloud emerges as the indispensable solution for streamlining and optimizing conversational interactions.

This specialized platform fills a critical gap, enabling brands to harness the power of conversational AI, omnichannel messaging, and personalized engagements in a unified and cohesive manner. By consolidating these capabilities into a single, integrated solution, the Conversation Cloud empowers organizations to deliver seamless, consistent, and highly personalized experiences across the entire customer journey, from initial inquiry to post-purchase support and beyond.

Limitations of existing Enterprise solutions

While many businesses are using conversational AI like chatbots, they struggle to provide good customer experiences. This is because current enterprise tools are outdated and can't handle modern AI-powered conversations across different messaging apps. To enable seamless conversations from start to finish, companies have to juggle multiple disconnected platforms and tools, which eventually becomes messy to handle.

Since each channel is unique, it requires complex custom integrations, making it hard to execute an effective engagement strategy. Many enterprise platforms are also rigid and inflexible. Companies are stuck having to find the perfect platform that can adapt to new technologies like cloud apps, intuitive process workflows, and low-code capabilities.

The clouds are listening

At the heart of the Conversation Cloud lies the ability to leverage AI-powered chatbots, which revolutionize customer interactions. These intelligent bots automate tasks, handle complex queries, and ensure real-time communication, thereby enhancing response times and overall efficiency. By harnessing the power of personalization through customer data analytics, businesses can deliver tailored experiences that drive engagement and loyalty. This data-driven approach not only enhances decision-making but also fuels innovation and growth.

But, along with bot building tools, integrations and agent assist, what businesses also need is a scalable platform. Consider a festival such as Diwali wherein businesses need to send messages to millions of customers. A high scale, high performance platform will ensure that this high volume of messages are sent with lower latency.

We are living in an age of unprecedented automation, where technology is revolutionizing how we work and operate. A conversation cloud platform represents the pinnacle of this automation wave, elevating marketing automation to new levels of sophistication and efficiency. With such a platform, businesses can unlock the power of "set it and forget it" automation, saving valuable time and resources while achieving superior results.

Imagine being able to configure AI-driven chatbots, conversation flows, and messaging campaigns once, and then letting the platform seamlessly execute these interactions across multiple channels. This hands-off approach frees up marketers and customer service teams to focus on high-value tasks, secure in the knowledge that routine engagements are being handled flawlessly.

As we navigate the ever-evolving landscape of customer engagement, the Conversation Cloud is undoubtedly a game-changer for brands seeking to differentiate themselves in a crowded market.

First Published on Jun 13, 2024 10:53 AM

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