Conversation Chronicles | August 2024

It’s an exhausting, hard day at work, and as you come home, you’re greeted by a warm, familiar voice. Your favorite meal is already on the table, and the evening’s entertainment is perfectly suited to your taste. It’s as if someone knew exactly what you needed, without you having to say a word. That’s the power of personalization—feeling understood and cared for in a way that’s almost intuitive.?

If done well, it can be a game-changer, reducing CAC by almost 50%, according to McKinsey. But unfortunately, most personalization today is superficial in nature. Think of all the “Recommended for you” mails which hardly understand our preferences. Moreover, majority of the personalization tools are built for web and apps, so who caters to Joanna’s interactions with her eyewear brand on WhatsApp, or David’s messages to his favorite pizza chain.

Well, that’s what Gupshup’s Conversational Intelligence tool- Personalize is precisely built for. It helps you turn routine customer engagement into deeply personalized interactions that drive higher conversions and thus higher revenue.?

With the Festive Season Sales around the corner, there’s no better time to put this tool to the test. Plus, we’ve got valuable insights on how personalization can boost your festive season campaigns, and an exciting new feature—WhatsApp Voice. Also, do not miss our new section “Quiz Time”. Let’s see how many you can crack without Google search.?? Answers at the end of this newsletter

So go ahead, read and lead….

Featured Read

WhatsApp Voice for Business: A brand new way to elevate customer engagement

WhatsApp Voice for Business is set to revolutionize how businesses interact with their customers, providing a more personal and effective way to communicate. It seamlessly integrates with Gupshup’s Conversation Cloud, ensuring a smooth and unified communication experience. The tool enables brands to strengthen relationships by providing customers with a direct, human connection—right within the messaging app they use every day.

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Solution in Focus

Gupshup Personalize: Tailor-made conversations that drive business growth

Gupshup Personalize is the industry’s first conversational intelligence tool that helps you orchestrate engagement on messaging channels, and leverage conversational signals from channels such as WhatsApp. It helps you capture customer preferences, both zero-party data (for example, via a survey form) and first-party (e.g. through button or links clicks) and then tailors subsequent conversations - be it for marketing, commerce or post-purchase use cases.

Know More

Quiz Time

1. In 2011, which beverage company launched a campaign in which they printed popular names on their product labels, leading to a significant boost in sales?

a) Pepsi?

b) Coca-Cola

?c) Nestle

?d) Danone

2. In what year did Amazon introduce its revolutionary personalized product recommendation system, which was estimated to generate up to 35% of the company's revenue?

a) 1995?

b) 1998

?c) 2001?

d) 2005

3. In 2012, which major retailer's personalized marketing algorithm correctly predicted a teenage customer's pregnancy, even before her family knew?

a) Walmart?

b) Amazon?

c) Target?

d) Best Buy

Customer Spotlight

AECC Global Transforms Lead Engagement: Achieves Over 4X Increase with Chat Ads

Leading Overseas Education Consultancy AECC global was struggling with low open rates, minuscule engagement and issues in scaling up communication channels across multiple countries. Gupshup implemented multiple solutions for AECC which helped them efficiently manage and interact with leads, significantly improving their operational efficiency and lead conversion rates.

Explore in Detail

Recommended Reads

Conversational Customer Service Priorities for 2024 and Beyond

Conversational Customer Service, powered by Conversational AI and chatbots is transforming customer interactions by providing instant, personalized support. Key benefits include improved efficiency, customer satisfaction and retention.? Besides, these AI tools can significantly lower labor costs by automating routine tasks and providing self-service options. This leads to both direct and indirect cost savings.?

Maximizing Festive Season Campaigns with Personalized Conversations

A headstart in pre-planning for the festive season can surely help brands enhance customer engagement and improve their Festive season sales. In an e-commerce landscape poised for a discount-driven festive season, how can brands distinguish themselves and boost sales? By prioritizing personalized customer conversations, retailers can future-proof their businesses for the festive season and beyond.

New Industries: Gupshup now powers Conversations for Alcohol, OTC Medication, and Online Gaming and Gambling Verticals in Select Countries

Effective August 27, 2024, businesses operating in India, the APAC region, and LATAM from select verticals will be able to leverage the WhatsApp Business Platform for enhanced customer engagement. businesses must ensure they are fully compliant with national and regional laws concerning the sale and promotion of alcohol, over-the-counter medications, and real-money gaming.

Surprising Stat of the Month

Vocal for Social

Here are our top trending LinkedIn posts from this month

Industry Insights

2023 was about experimentation in Gen AI, 2024 is all about results

According to Bain’s quarterly executive survey on AI, companies are moving quickly to explore ways for generative AI to enhance their business, with most already developing or deploying initiatives. 87% of companies surveyed by Bain said that they were already developing, piloting, or have deployed generative AI in some capacity, with most of these early deployments in software code development, customer service, marketing and sales, and product differentiation.

Upcoming Events

The D2C industry is growing and we love engaging in conversations that power growth for them. If you’re at this Razorpay event, let’s catch up.

And? if you’re in Dubai, we’ll see you at the Dubai AI and Web3 Festival from 11-12 September

Answers

1. b) Coca-Cola. This campaign, known as "Share a Coke," involved printing popular first names on Coca-Cola bottle labels. It was hugely successful, increasing Coca-Cola's sales for the first time in a decade and spawning similar campaigns in multiple countries.

2. b) 1998. Amazon's item-to-item collaborative filtering algorithm, introduced in 1998, was a game-changer in e-commerce personalization. It allowed Amazon to provide highly relevant product recommendations based on a user's browsing and purchase history, significantly boosting sales.

3. c) Target. In 2012, the retail giant Target faced controversy when their predictive analytics algorithm correctly identified that a teenage girl was pregnant before her father knew. This incident highlighted both the power and potential privacy concerns of personalized marketing.

Thank you for making it till here. You can email us your feedback- what’s good, what’s bad and what you’d want to be included in this newsletter, by sending a DM.

Till we meet next ??