Conversation Chronicles | July 2024
A technology blackout this month sent shock waves through the digital landscape, causing widespread disruption and frustration for customers around the globe. As the CrowdStrike outage ate customer experience for lunch, brands rushed in to assuage harried customers with discounts and coupons. But while a tech outage wreaks havoc once in a while, do you know what kills customer experience almost everyday??
Spray and pray Marketing. Yes…you heard that right. Bombarding customers with one-way, unwanted messages is somewhat like digging your own grave. Customers get annoyed and the brand ends up wasting money without gaining anything. That’s why Meta’s recent pricing updates demand your attention.
The new pricing is a way to nudge businesses towards more thoughtful and targeted communication which drives higher value (ROI). Our featured read of the week has everything you want to know about this new change. And we have proof of the pudding in Housing.com- the real estate tech platform that grew conversions 1.8X by engaging customers on WhatsApp. There's a lot more in this edition but before we dive in, do you know how the term “Spray and Pray” came into being? Read till the end to know the answer
Let's dive in!
Featured Read
Value over Volume: Signaling a shift to quality with the new WhatsApp Business API pricing
Meta’s new pricing strategy encourages businesses to create more interactive and engaging content, aligning with their recent initiatives such as template pacing and frequency capping. By making untargeted messaging costlier, the idea is to combat spam and improve the overall user experience on the platform. The directive is clear: intelligence in messaging now trumps sheer volume.
Solution in Focus
Drive revenues with Set and Forget Conversational Marketing Automation
What if you could trigger a flow on WhatsApp or RCS based on a customer action, for example, when they receive or read a message, sign up on your web store, add a product to their cart but don’t checkout. If done right, conversational marketing automation not only takes away operational overheads and combats revenue loss, but it also actually makes the customers feel valued.
Customer Spotlight
Housing.com nails customer engagement on WhatsApp, grows conversions by 1.8X
The real estate tech platform was able to improve property discovery, simplify seller listing, and drive more robust feedback collection with Gupshup’s WhatsApp solution. With monthly conversation volumes of 2.5 million, it saw deals getting closed faster resulting in higher conversions. Housing also saw a 60% feedback collection ratio with the feedback bot ensuring transparency and satisfaction among its user base.
Recommended Reads and Watchlist
Conversational Chatbots powered by Gen AI are transforming remote learning by providing personalized, interactive, and scalable educational experiences. From personalized learning plans and instant support to interactive engagement and continuous improvement, these intelligent systems are reshaping the way students learn and interact with educational content.
领英推荐
Nowadays, chatbots aren’t just scripted responders; they’re designed to perceive and react to human emotions effectively. This shift towards what experts call “artificial empathy” means that AI can now better recognize emotional cues and respond in ways that are both appropriate and contextually relevant.
From discovery to purchase and re-engagement, business Messaging drives better customer experiences. This is why brands that have already invested in conversational business messaging solutions have seen ROI of up to 295%, higher satisfaction, and increased profits. The next era of customer engagement is here and now.
Surprising Stat of the Month
Vocal for Social
Here are our top trending LinkedIn posts from this month
Industry Insights
The evolution of customer care: AI and the GenZ effect
In this episode of McKinsey Talks Operations, host Daphne Luchtenberg sits down with McKinsey partners Brian Blackader and Eric Buesing to discuss the latest trends, the importance of a cohesive support strategy, and actionable steps contact center leaders can take to improve their customer care functions.
Upcoming Masterclass
Step into the future of conversational CX with our masterclass on Building Generative AI Bots. This session covers everything you need to know about creating sophisticated Gen AI bots that can generate human-like text and engage customers with meaningful conversations.
And here’s your trivia answer for the term “Spray and Pray”
The term "Spray and Pray" originated during the Vietnam War and was used by American troops to describe their combat strategy of "spraying" a large volume of bullets using the automatic M16 rifle without taking careful aim, hoping to hit enemy targets. The term eventually became a metaphor for any situation where one takes an action with little control or precision. So, the next time you watch a Vietnam war movie, remember this ??
Thank you for making it till here.
Till we meet next ??