Gupshup Conversation Cloud: Enabling brand-to-customer conversations at scale

Every day, over 5 billion individuals—nearly two-thirds of the global population—engage in conversations through their preferred mobile messaging apps. This phenomenon spans continents, cultures, and languages, making it one of the most universal forms of digital interaction. ChatGPT has also unequivocally demonstrated that conversation is indeed the new UX of the AI-infused future. 

Today, people are using messaging apps not just for chatting with friends and family but also to connect with brands for inquiries, transactions, support, and recommendations. In emerging markets, messaging apps have overtaken browsers as the window to the digital world, giving rise to a new kind of interface: the Conversational Internet. 

For brands, it’s a huge opportunity to leverage the ubiquity and natural engagement of the conversational internet to build enduring relationships and drive business growth. When combined with AI, it’s set to cause a massive disruption in the existing ways of customer engagement. Customers no longer respond to notifications and broadcasts, but have a strong preference for two-way, personalized interactions in real-time. This transformative paradigm necessitates a new integrated approach to support AI-driven journeys across acquisition, marketing, commerce, and support for brands.

However, existing enterprise software tools are optimized for web and apps, and they are not built to handle the richness of conversational channels and two-way interactivity. Furthermore, enabling these end-to-end conversational journeys requires a comprehensive set of new tools—from bots and generative AI for automation to interactive campaign builders, conversational commerce systems, click-to-chat advertising, and live agent capabilities. For most companies, these functionalities exist in fragmented silos across disjointed tools and teams.

To address these challenges, we have developed the Gupshup Conversation Cloud – a comprehensive SaaS platform that  unifies all these capabilities, into a cohesive, AI-powered solution. This platform offers businesses a holistic SaaS solution to design, execute, and optimize conversational experiences across the entire customer lifecycle, from initial acquisition campaigns and marketing journeys to commerce interactions and post-purchase support.

So What is a Conversation Cloud?

Conversation Cloud is a suite of AI-powered SaaS tools that helps brands acquire, engage, transact and support their customers over multitude of conversational channels, such as Whatsapp, RCS messaging, Instagram, SMS, Voice and others. Brands can grow their audience with click-to-chat advertising, digitize customer journeys with AI-enabled bots and workflows, engage customers with interactive campaigns, drive conversational commerce and do consultative sale from one single platform.

Gupshup Conversation Cloud is the only full-stack product suite purpose-built for Conversational engagement. The one-stop solution offers a range of capabilities for brands  – from 1:1 personalized messaging to intricate conversational journeys and intelligent bot interactions – all designed to cultivate a customer-centric brand experience.

Why Do Brands Need a Conversation Cloud?

Meet Customers Where They Are: Customers want to connect on their favorite channels– WhatsApp, RCS, Instagram, SMS, voice, and more. A Conversation Cloud allows your brand to be present on all of these, ensuring high coverage.

High engagement rates: Conversational channels offer higher engagement (CTR upwards of 50%) as compared to email and apps. In fact, the open rates are as high as 90% on WhatsApp giving email campaigns tough competition. This translates to better brand recall, conversions, and CSAT when leveraging messaging for customer interactions.

Comprehensive CX Capabilities – Conversation Cloud brings together enterprise-grade tools to help businesses create AI-enabled bots and journeys, leverage segmentation for manual and triggered campaigns, build conversational commerce interfaces, integrated conversational 360 profile and agent assist capabilities,  

Personalized Experiences: A Conversation Cloud leverages customers’ history, their context, and their intent to personalize interactions, be it re-engagement campaigns, commerce journeys, or assisted selling

Increased Efficiency: Brands can automate routine tasks, resolve issues faster, and handle more conversations concurrently. Smart WhatsApp chatbots can handle the bulk of the routine support queries, enable easier lead qualification, and even offer conversational KYC. This drives operational efficiency and allows your team to focus on high-value interactions.

ROI & Actionable Insights: Conversation Cloud offers rich data analytics, providing insights into campaign performance, customer acquisition costs, customer engagement rates, conversion rates and drop-offs. This information is crucial to improving products, services, and overall CX.

High Scale:  Gupshup Conversation Cloud supports unparalleled high scale messaging of more than 10K TPS for our largest scale enterprise customers.  

What can brands do with Gupshup Conversation Cloud?

Gupshup Conversation Cloud opens up a plethora of opportunities for brands. Hear out what our CEO Beerud Sheth has to say about the significance of Conversation Cloud in the era of Conversational Internet.  Here are the three key modules of Gupshup’s Conversation Cloud:

Converse- Gupshup Converse enables businesses to build immersive two-way conversational experiences across the entire customer journey – from acquisition to support. Using advanced no-code tools, business users can easily build bots, design automated conversational workflows based on different customer attributes and journey stages, and set up contextual triggers for personalized messaging. This means no more waiting on bot designers and developers to build journeys or losing time back and forth. If you have an idea or want to test an experiment, you have the tools to make it come to life within minutes.

A key fundamental capability is Gupshup Customer360, our conversational customer data platform. By leveraging unified customer profiles, Converse allows granular segmentation based on customer attributes, historical events, and conversational signals. 

Converse also unlocks conversational commerce at scale, with in-built modules for catalogs, payments, and agent assist. So brands can create in-channel stores, enable transactions via chat, and seamlessly bring in human agents when needed.

Powering the intelligent automation layer is ACE LLM, our proprietary enterprise-grade generative AI large language model. ACE LLM allows Converse to handle complex natural language conversations while mitigating hallucinations and ensuring responses are factually correct.

Advertise– Gupshup Advertise allows brands to build a first-party database of consented users with verified contact details that can be leveraged across campaigns. Using Click to WhatsApp Ads and Click to Instagram ads, brands can qualify leads conversationally through automated nurture journeys without manual agent intervention. With Customer360, brands can store all interactions and further segment inactive leads for timely and contextual retargeting.  

The analytics dashboard provides unified visibility into the full acquisition funnel – from ad performance and lead qualification funnel through bot conversations and retarget campaign metrics. In essence, Gupshup Advertise closes the loop for brands when acquiring customers from digital ads, over conversational channels, unifying advertising capabilities with conversational lead nurturing and insights to showcase ROI across the first mile of the customer journey. Not only does it help brands reduce dependency on cookies, but also allows them to send free re-engagement campaigns on WhatsApp within 72 hours. The end result is a higher lead to customer conversion which brands can achieve more cost-effectively.

Communicate – Gupshup  Communicate offers enterprises a robust and high-scale messaging solution to reach customers across channels. Communicate comes with Smart CPaaS, empowering businesses with three key capabilities. First, Gen AI-powered real-time language translation to message customers in their preferred language. Second, Smart Scheduling to interact with customers at an optimal time to maximize engagement. And third, channel failover to ensure messages are tried on the fallback channel(s) in case delivery on the primary channel fails. For example, a marketing message can first be tried on RCS, failing which it is tried on WhatsApp and then on SMS. The infrastructure is highly scalable (upwards of 10m+ messages in a day for a single client), ensuring high volume delivery at low latency, and has features like template management, smart governance, and message prioritization to ensure critical messages like OTPs take precedence.

Another key differentiator elevating Gupshup Conversation Cloud is truly personalized and contextually relevant marketing experiences throughout the customer journey. By unifying behavioral insights and transactional data, Gupshup Customer360 enables granular micro-segmentation of audiences based on their preferences, actions, and lifecycle stage.

Leveraging these rich unified customer profiles, brands can refine messaging strategies with tailored campaigns – be it recovering abandoned carts with perfectly timed reminders, reactivating lapsed customers, cross-selling or upselling with relevant offers, or delighting them with contextualized occasion-based messaging for events like festivals or birthdays. This level of data-driven personalization significantly enhances message relevance, driving higher engagement, conversions, and lifetime value.

Why choose Gupshup for your Conversation Cloud needs

As veterans in the CPaaS space with deep CX expertise, we identified the need for an integrated conversational platform early on. Today, with over a decade-long experience working with enterprises, we uniquely understand evolving requirements and have tailored our Conversation Cloud to address key pain points. Here are some of our differentiators:

One Platform For All Customer Conversations – CPaaS and CX – Gupshup is the industry-leading unified conversation cloud platform to offer a comprehensive suite of products – a robust CPaaS layer, Conversational Chatbots, Gen-AI chatbots, and Voice AI.

We’re built to scale–Gupshup is the largest conversation cloud globally. We process over 12+ billion conversations, month on month, across channels – WhatsApp, RCS, Instagram, SMS and more 

Gupshup means conversations – Conversations are in our DNA. Having been in the conversation cloud space since 2007 and having worked with over 70,000 brands and partners, we are unmatched experts when it comes to conversational engagement. Gupshup in Hindi, translates to conversations. And we’ve stood for enabling better conversations, since our start.

The culture of tech excellence–We invest heavily in research and development (Think ACE LLM). We’re always tinkering with innovative technology and are almost always the first in the space to launch new products. Gupshup’s high-scale platform is highly secure too with CISO, ISO 27001, GDPR, and SOC 1 & 2 certifications

Try Gupshup Conversation Cloud today and see the difference it brings to your brand’s customer experience.