Date of last revision – 24/06/2022 The following Service Level Agreement for Chatlayer SaaS product (“SLA”) applies only to those Customers who have purchased a Service which Sinch has agreed to support with this SLA. Please refer to your Agreement with Sinch or contact your Account Manager if you are unsure whether the SLA applies to your Services. The SLA is governed by and may be subject to…, , 1. Service Levels, Sinch will use reasonable endeavours to meet the following service level: AVAILABILITY TARGET: Availability of 99.9% in each Month. Availability of the Platform is monitored by measuring tools and will be calculated using following formula Availability for a given period (%) = A / B Where: A= Number Successful Measurements during the reporting period B= Total Number of Measurements during the…, , 2. SLA Exceptions, Sinch shall not be responsible for any failure to comply with any part of the SLA to the extent such failure results from one or more SLA Exceptions., , 3. Measurement, Tracking of performance against the SLA shall be undertaken by Sinch using its internal measuring tools and processes., , 4. Definitions, “ Available ” means that the Platform is correctly receiving messages and responding with “Availability” is calculated as described in chapter 1. “ Business Day ” means a normal working day of Sinch from 8.00 a.m. to 8.00 p.m. from Monday to Friday, excluding European public holidays. “ Incident ” is an unplanned interruption to or quality of the Service. “ Month ” means a calendar month. “…, , 5. Support Agreement, , 5.1 How do I report Service Issues to Sinch?, Customers should report all Service Issues to Sinch Customer Support, using one the following methods: Email: [email protected] Sinch customer portals at https://support.chatlayer.ai/, , 5.2 What happens after I have reported a Service Issue?, Sinch will log a ticket in its support system and give the Service Issue one of the priority levels. See the table in Section 5.3 below for priority levels., , 5.3 Within what timeframes will Sinch try to respond to and resolve my Service Issue?, This depends upon the priority given by Sinch to the Service Issue. When a Service Issue is reported in accordance with the SLA, Sinch will use reasonable endeavours to comply with the following Response and Resolution Times:, SINCH Priority, Impact, Response Time objectives, Resolution Time objectives, 1. The Product is not Available for the total of Product Users and End Users. or The Product produces errors with a direct severe impact on all Product Users and End Users. Two (2) hours during a Business Day. Four (4) hours during a Business Day; Permanent fix targeted within two (2) weeks. 2. The Product is operational for the majority of Product Users and End Users, however it functions…, , 5.4. Does Sinch conduct maintenance?, Planning of maintenance is communicated through https://status.chatlayer.ai Planned maintenance with low risk of impact on our customers is planned at Sinch discretion. Maintenance for which impact may occur is planned and communicated as soon is reasonably possible. Additionally, Sinch will use reasonable efforts to give the Customer advance notice through https://status.chatlayer.ai of any… Type: Legal page
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With billions of active users and billions of messages sent per day, WhatsApp is a marketers’ dream: A messaging channel that businesses can use for real-time conversations with their audience, share updates, and create a genuine connection. Looking for tips to maximize your WhatsApp marketing efforts? This guide will get you ready to harness the full power of WhatsApp to help you communicate…, Why should you be using WhatsApp for marketing?, WhatsApp isn’t just a messaging app – it's a way for brands to establish direct, meaningful connections with their audience. WhatsApp offers brands a way to, reach people on a channel that they already spend a lot of time on, (over 17 hours each month by some estimates!). But rather than use standard WhatsApp , which is for personal, person-to-person communication, businesses use solutions like WhatsApp Business (ideal for small business use) and WhatsApp Business API (geared for larger businesses). These tools provide robust features like business profiles, multimedia sharing capabilities, and two-way conversational…, Benefits of WhatsApp marketing, If your customers are already using WhatsApp (and they probably are!), you should be using it to have conversations with them. Here are a few core benefits of using WhatsApp for marketing. , Direct, personal communication, WhatsApp is one of the most popular messaging channels around the world , so businesses can connect with their audience in a space they already feel comfortable with. Because conversations on WhatsApp are one-to-one, they’re inherently, personal, immediate, and direct., Marketers can tap into an environment to foster genuine, individual connections with users. , High engagement rates, WhatsApp marketing is about more than just sending and delivering messages; it’s about having genuine conversations. And with an impressive average open rate of 98%, WhatsApp messages are primed for direct engagement. Keep this in mind: This high open rate reflects the willingness of subscribers to, actively participate in ongoing dialogue., That’s why it’s important to keep your messages relevant and personalized to each person’s interests and preferences! , Global reach, WhatsApp has more than two billion monthly active users and is the preferred messaging app in many countries. Countries highlighted in green represent where WhatsApp is the most popular messaging app. Despite its already massive reach, WhatsApp’s popularity continues to rise in use in countries like the United States, Mexico, India, and Brazil each year . But it’s not just individuals adopting…, an increasing number of businesses are turning to WhatsApp marketing, to captivate users and meet revenue goals. For example, businesses using WhatsApp marketing in India report impressive outcomes, like increased lead generation and stronger customer engagement., WhatsApp features that make it perfect for marketing, From its widespread user base to its multimedia features, WhatsApp can help elevate your marketing ventures from ordinary to exceptional. WhatsApp can help you promote new products, engage potential customers, or foster long-term customer retention. Here are a few key features that make it an excellent choice for elevating your marketing! , Business profiles, A WhatsApp business profile establishes your professional presence on WhatsApp and includes essential information for your subscribers to know, like your business’: Name Description Address Business hours Category Regardless of whether you’re using, WhatsApp Business App, or, WhatsApp Business API,, you’ll need a verified business profile as well. This ensures that businesses using WhatsApp are legitimate and helps you build confidence among your audience to signify they’re engaging with a trustworthy, authentic brand. , Interactive capabilities, WhatsApp is interactive by nature, with features like two-way messaging and multimedia sharing for more meaningful conversations., WhatsApp Business App, offers minimal marketing possibilities, lacking features like automation, targeting, personalization, or tracking. As a result, many companies end up switching to the more comprehensive, WhatsApp Business API, solution. Here are a few interactive capabilities of WhatsApp's business solutions, and whether these features are available in the API or in the free app. , WhatsApp Business API , WhatsApp Business App , Multimedia messaging (audio, stickers, images, documents, etc.) ✓ ✓ Two-way messaging capabilities with subscribers ✓ ✓ Basic analytics like number of messages sent/received ✓ ✓ One-to-one conversations at scale ✓ x WhatsApp Business templates and components (like quick reply buttons, URL buttons, OTP buttons, and more) ✓ x Interactive messages like single- or multi-…, Analytics and reporting, Businesses that use WhatsApp marketing messages have access to detailed analytics and performance insights in a customizable dashboard that they can use to make marketing campaigns even better. A few of these analytics include: Amount spent Messages sent Messages delivered Cost per read Click-through-rate Conversions Conversion value ROI ...and more! And WhatsApp works with popular…, 7 easy steps to create a WhatsApp marketing strategy, A well-planned marketing strategy is key to truly making an impact. Here is your seven-step plan to create a WhatsApp marketing strategy that engages and converts! , 1. Set up a WhatsApp Business Account, If you’re a small business, you’ll need a WhatsApp Business Account (WABA) to get started. First, download the WhatsApp Business App . After you’ve downloaded the app, you’ll be asked to agree to the terms of service, verifying your business phone number, and then completing your Business Profile. If you’re a larger enterprise, check out Meta’s instructions for getting started with a Business…, WhatsApp Business Platform (API), account. Business Solution Providers (BSPs) like Sinch can help set up a WABA, WhatsApp phone number, and templates on your behalf. Check out our step-by-step guide to WhatsApp messaging to learn more. Regardless of what solution you’re using, you’ll also need to verify your business to unlock the ability to send messages to more than 50 users per day. , 2. Define your goals and objectives, As with any good strategy, your WhatsApp marketing strategy needs to start with setting your goals and objectives to ensure you can measure success. To begin this process, identify the purpose of your campaign, whether it's to increase website traffic, drive brand awareness, boost sales, or something else. Then,, break these goals into measurable objectives., For instance, if your purpose is to increase customer engagement , then maybe an objective for your WhatsApp marketing could be a 15% increase in subscriber interactions in the next three months. In this case, your marketing KPIs could be clicks, engagements, and replies. , 3. Define your target audience, Knowing your target audience, and creating content that resonates with them, will underpin the success of your entire WhatsApp marketing strategy. While this process may take time, it’s essential for you to have comprehensive answers to key questions like: Why do people use your product? What are your audience’s primary needs? What challenges or problems do customers face that your product…, 4. Build an opt-in list, If you’re going to use WhatsApp for marketing, you need to have a contact list of people who’ve opted in to hear from you. The best way to do this is by using a subscription form that includes some kind of incentive for someone to sign up – like a discount or an e-book. Here are a few places you could put a WhatsApp marketing subscription form:, Your website:, Allow people to subscribe to WhatsApp updates from your brand while they’re visiting your homepage or a product page., Social media:, Promote your brand’s presence on WhatsApp, Facebook, Instagram, X (Twitter), and other social media platforms with a subscription form in your brand’s bio, posts, or stories., Other messaging channels:, You could invite users to subscribe to WhatsApp updates using other messaging channels they’ve already consented to hearing from you on, like SMS or RCS ., Email marketing, : Invite those who already subscribe to your marketing emails to subscribe to receive updates via WhatsApp for more immediate intel. Keep in mind that this opt-in is necessary to start messaging end users over a new messaging channel., In-store signage:, If your business has a physical location, display QR codes or signs that direct visitors to WhatsApp for exclusive offers and updates, or for customer support., At your ecommerce store’s checkout:, Give customers the option to receive transactional updates and promotional messages after they’ve completed payment. , 5. Create compelling, personalized content, Now that you have your goals, target audience, and list of opt-ins planned, you can start to create engaging content that will resonate with different segments of your audiences at different points of their customer journey. Keep in mind the, kind of content that works well on WhatsApp, – try using rich messaging capabilities like images or videos, interactive message types like buttons so users can easily share feedback, or two-way messaging capabilities like polls, quizzes, and surveys so your audience can be actively engaged and involved. You could also create personalized videos or gifs that addresses specific pain points or challenges, and then encourage them to take the…, personalize your messages with names, preferences, and relevant recommendations., The timelier and more personalized your messages are, the more your audience will engage and want to hear from you more in the future. Just keep a few things in mind to help you captivate your audience: Branch out from just sending promotional messages and focus on educating and entertaining. Keep your messages short and sweet. Use multimedia, like pictures, emojis, gifs, or videos. Consider…, 6. Deliver great customer service, When it comes to customer support, your audience wants quick answers – in one survey ,, 75% of people ranked “fast response times” as the most important attribute of their customer experiences., And that’s exactly why WhatsApp is such a great channel for communicating with them. To make this happen, start by ensuring, prompt and personalized responses to customer inquiries., You can also create and implement templated responses to common questions and use an AI chatbot with handover capabilities to a human agent to provide instant or much faster assistance. Finally, ensure you’re proactively seeking feedback and reviews, so you demonstrate a commitment to continuous improvement. , 7. Measure and optimize, Your WhatsApp marketing strategy won’t be complete without you stacking up your results against the goals and objectives you set in step one. So how do you make that happen? If you’re using, WhatsApp Business API, , you’ll have access to comprehensive metrics around engagement and subscriber rates., WhatsApp Business App, offers simple reporting as well that you can use alongside third-party analytic solutions to fully understand the success of your marketing initiatives. You could also try A/B testing on various elements of your campaign, like messaging content or delivery timing, to make sure that you have each target audience down right. You should also be using results from your customer surveys to gain…, Businesses that are doing WhatsApp marketing right, Now that your strategy is set up for success, let’s look at a few businesses that have achieved great results from WhatsApp marketing, like Orion Malls, BMW, and iFood. Hopefully these success stories can help inspire your next campaign! , Orion Malls: Boost visitors and sales, For retailers with in-store locations, how to boost foot traffic is a common challenge that requires an innovative solution. To do this, Orion Mall in Bangalore turned to a 24/7 WhatsApp chatbot they named Orion Genie . Visitors can find and start chatting with the WhatsApp chatbot by scanning a QR code shared on social media or through posters and banners around the mall. During the busy…, 3,500 monthly automated conversations, and has experienced an uptick in foot traffic! , BMW: Decrease call volumes, High incoming call volume is a problem often faced by businesses that rely on a central call center to answer customer queries. Before WhatsApp marketing, car manufacturer BMW’s call center was experiencing an influx of similar customer queries for updates on car repairs like, “is my car ready?” or “can you confirm when I should pick up my car?” With so many agents answering the same questions…, 80% of all queries are now successfully answered by the chatbot, and 90% of customers recommended interacting with it. , , iFood: Automated support services, Businesses that rely on a staffed support center are subject to the challenge of maintaining high-quality customer service and ensuring timely, scalable issue resolution. That’s the challenge that Brazilian food delivery platform iFood found before they turned to WhatsApp to fully automate customer support functions . iFood’s new solution includes a chatbot on WhatsApp and their website that…, 70% reduction in delivery costs and a 91% satisfaction score from chatbot-onboarded delivery staff., Integrating WhatsApp into your omnichannel strategy for better customer experience, Now you’ve seen how to integrate WhatsApp into your marketing strategy, it’s crucial to not consider WhatsApp as a standalone marketing channel, but as an integral part of your omnichannel strategy – a seamless, customer-centric approach that integrates various conversational channels that customers use throughout their journey. In this approach,, WhatsApp should complement other channels like email, social, or SMS for a more cohesive marketing strategy. , Here are a few ways to make that happen: , Cross-platform promotion., Promote your WhatsApp presence across other communication channels, from email, to push notifications , and other conversational messaging channels . , Tailor your outreach., Use WhatsApp for people who prefer it and use other channels for those with different preferences. , Ensure unified branding., Maintain consistent branding and messaging across channels so your customers have the best experiences. , Data integration., Use data from WhatsApp alongside data from other platforms (like your CRM, or other messaging channels) to create individual customer profiles and more personalized marketing. , Optimize and learn., Regularly assess performance metrics from WhatsApp and other channels to make your omnichannel strategy as effective as possible. , Learn more about using WhatsApp for marketing, The full potential of using WhatsApp for marketing entails more than just its vast user base and great engagement rates – it's about crafting a thoughtful strategy that aligns with your business goals, engages your target audience, and delivers an exceptional customer experience. As you look to integrate WhatsApp into your omnichannel strategy, keep in mind that it can be a way to forge genuine…, WhatsApp Business API, , our complete guide has everything you need to get started. Or contact us to learn more about creating a conversational messaging strategy that your customers will love!
Type: Blog Article
Are you using WhatsApp to communicate with your customers yet? If your answer is “yes,” then you know what makes this such a powerful tool for customer engagement: two billion users in more than 180 countries, with 100 billion messages sent per day. If you said, “no,” it’s about time you jumped on board – especially if you work for an enterprise focused on improving customer relationships,…, dive deep into the world of WhatsApp Business API, , starting first with the differences between WhatsApp’s various offerings for personal, business, and enterprise use. Stay with us as we navigate the path of using WhatsApp API to master customer engagement and propel your enterprise towards success., What is WhatsApp Business API?, WhatsApp Business API, also called WhatsApp Business Platform , is an advanced, scalable messaging solution designed for medium to large enterprises with high-volume messaging demands. It’s a paid solution, and worth every penny for businesses looking to connect with their customers, whether for sending and receiving messages, notifications, or handling customer inquiries. It’s probably become…, Standard WhatsApp, is for personal messages for people to stay connected with friends and family. , WhatsApp Business App, is for small businesses to connect with their customers. , WhatsApp API, is also meant for business-to-customer communication and is designed for medium-to-large businesses. Still not sure where your business falls? Let’s go through a few more differences between the business solutions. , Differences between the WhatsApp Business app and WhatsApp Business API, The primary difference between WhatsApp Business messages and WhatsApp Business API lies in how you use them., WhatsApp Business, is a free app for small businesses to create profiles, share basic information like business hours or contact information, and send messages (though the total number of supported users is limited). Meanwhile,, WhatsApp Business Platform (API), is designed for larger organizations, offering advanced capabilities like CRM integration and automated templates. We’ll go through more capabilities in a later section – for now, just keep in mind that WhatsApp API was designed for customers to connect with businesses in a more formal, controlled way., Benefits of WhatsApp API, So, why should you consider WhatsApp API? WhatsApp API is a game-changer for enterprises focused on interactive business messaging . This powerful tool offers a direct, scalable way for businesses to connect with their customers, as well as access customer data for more personalized interactions. Here are the benefits of using WhatsApp Business API as an enterprise: , Two-way messaging capabilities:, Because it’s a channel that so many people are already comfortable with, WhatsApp naturally invites dialogue between customers and businesses, meaning you can use the channel to have actual conversations with customers. , Global engagement:, WhatsApp has huge user bases in Latin America, Europe, Africa, India, APAC, and more. If your enterprise has customers globally, WhatsApp just might be the right channel to reach them. , Superior customer relationships:, Especially for enterprises, it can be difficult to establish lasting, meaningful relationships with customers. WhatsApp can help facilitate these one-on-one, trusted relationships because it allows businesses to provide personalized support and engage with customers on their terms, and in real-time. , Privacy:, End-to-end encryption and the business account verification process ensures users can only receive WhatsApp messages from legitimate and secure sources. WhatsApp is the number one messaging app in many countries, making it a great channel for global enterprises to reach a vast, diverse international audience., Pricing: Is WhatsApp Business API free?, WhatsApp API is a paid solution – so no, unfortunately, it’s not free. But that doesn’t mean it isn’t worth it. Charges are made for each 24-hour conversation a business has with a customer – meaning you’re not charged per individual WhatsApp message, and it’s a cost-effective solution when you want to have two-way conversations with customers. These conversations are organized into distinct…, Key elements of the WhatsApp Business Platform, All right, you've got the lowdown on WhatsApp API, including how it stacks up against WhatsApp’s other solutions and how pricing is structured. But what happens after you decide you want to take the leap and start using the API? Let’s look at a few critical components that make up the WhatsApp Business Platform experience. , WhatsApp Business profile, To use the enterprise API, you will first need to have a, WhatsApp Business Account, (WABA), . With this account, you can set up a WhatsApp business profile that establishes your professional presence on WhatsApp. Your business profile also showcases important information about your business, like your business name, description, address, business hours, and category. Now, whether you're using WhatsApp Business API or WhatsApp Business App, you’ll need a business profile and will need…, Phone number, If your business already has a customer-facing WhatsApp number, you can transfer it to be used as your Sender ID if you want, but whatever number you use can only be associated with your WhatsApp Business API account. There are just a few guidelines on the phone number you use: The number must be listed in MSISDN E. 164 , no matter if it’s a landline or a cell phone number. This number must…, Message templates in WhatsApp Business API, If you want to send and receive messages from your subscribers (and we’re guessing that you do), you’ll need to have your WhatsApp Business message templates approved first. Most of the time, the template approval process takes only minutes and is put in place to keep spam from being sent to WhatsApp users. It’s all part of the process to keep your business trusted by your customers! You’ll need…, Clear opt-in, In most cases, you’ll need clear opt-in from someone that they want to hear from your brand via WhatsApp. WhatsApp has a few requirements when they consider a person to be opted in to hear from your business: Your business must comply with applicable laws and regulations (like GDPR). Your business must clearly state that a person is opting in to receive messages from the business over…, Messaging limits and tiers, Sounds great, right? It is! Of course, after you have a verified profile and clear opt-in from subscribers, you can’t send endless messages to users., There are messaging limits on how many unique users you can send messages to during any 24-hour period. , This doesn’t apply to messages from people who message you first. And once your business is verified, you can start upgrading your tiers (to message more people) if your quality rating isn’t low. For more information about messaging limits and these tiers, Meta’s documentation has more answers . , The importance of quality ratings, All of the components we’ve described so far are meant to make sure that messages sent via WhatsApp are expected, useful, and of high quality. No business should be the one that spams their customers – and none of your customers want to feel like they’re being spammed. To help,, WhatsApp lets end users give feedback on messages, that they receive from a business and allows them to report messages or even block a phone number. From the feedback WhatsApp receives about your messages, your phone number will be given a quality rating. Customers give messages sent via WhatsApp Business API quality ratings scores based on how they’ve been received. No one wants to hear from their customers that they’re being bombarded with…, Core use cases for WhatsApp Business API, There are so many smart ways for businesses to use WhatsApp. Here are some key industries that are benefitting from using WhatsApp Business API, and how they’re using it for customer communications. , Financial services, Financial services organizations are continually looking for innovative ways to enhance customer experiences. With WhatsApp API, banks and financial services can power conversational banking by providing real-time account balances and activity, transaction records, and alerts in a secure way. Another interesting use case for WhatsApp Business API is, two-factor authentication (TFA), messages. Because WhatsApp offers end-to-end encryption, it can help banks ensure that members can quickly and securely access their bank accounts. These powerful examples (and more!) are just a glimpse into the potential that WhatsApp brings to the table to contribute to excellent customer service experiences in banking . WhatsApp Business integrations and its encrypted, rich messaging features…, Retail and e-commerce, For large retail enterprises or e-commerce platforms, WhatsApp can serve as a platform for personalized shopping assistance . Leveraging, WhatsApp’s two-way conversational features, , retailers can enhance the shopping experience by offering product recommendations, rewards schemes, or more. Additionally, there’s a strong case for transactional retail messages sent via WhatsApp because of its high engagement rates. It’s great for messages like order confirmations, receipts, and delivery updates that keep customers connected throughout their shopping journey. Want a real-…, Orion’s chatbot now has over 3,500 conversations with customers every month, – and the mall has already seen an increase in foot traffic, in part thanks to the fast, reliable information provided by Orion Genie. , Travel and hospitality, One of the most common ways travel and hospitality enterprises can use WhatsApp Business API is to provide customers with details about intended destinations, and real-time updates on travel itineraries, including flight or hotel booking confirmations. This can keep them well-informed during their busy and occasionally stressful travel experiences. For airlines, WhatsApp offers a convenient…, And in case of reservation issues, WhatsApp can be ideal for delivering timely, conversational assistance when your customers need it most., , Telecommunications, Customers expect more from their mobile carriers today, and many operators see a high churn rate after issuing the first bill. Conversational channels like WhatsApp can help with this dynamic. Sending personalized messages and videos through channels like WhatsApp can help clarify charges and reduce churn by helping you establish a personal connection with your customers. WhatsApp also serves as…, Medical services, Medical services applications on WhatsApp can be somewhat more restricted because there are more approval processes needed. However, once you’ve secured the ability to use the channel, it offers definite advantages for enhanced patient engagement. With WhatsApp API, healthcare providers can send updates about appointments, feedback forms, public health updates, and even telecommunication…, The results are astounding, : 5.1 million COVID-19 test appointment confirmations sent, two million test results securely and automatically delivered, and 89% of interactions no longer requiring a live agent. , Get started with WhatsApp API, When it comes to boosting customer engagement and scaling your business, WhatsApp Business API is an invaluable tool for delivering real-time, personalized experiences, and enhancing customer support, all through a trusted messaging platform. Your journey to fostering stronger connections with your customers starts now, and we can help! There are a lot of benefits of working with a WhatsApp…
Type: Blog Article
If you didn’t already know, WhatsApp is the biggest messaging app in the world, with a staggering 2 billion users . WhatsApp prides itself on simple, secure, and reliable messaging so people can catch up with friends and family. And users love it – more than 100 billion messages are sent every day! In 2018, WhatsApp opened its doors to businesses to make it just as easy for people to reach a…, What is WhatsApp Business messaging?, WhatsApp Business allows brands to have a presence on WhatsApp and communicate with customers to grow their business. This is powerful, but take note: There are key differences between the WhatsApp Business app and WhatsApp. The solution for companies offers a free app for small businesses and an API solution with a conversation-based pricing model for larger enterprises. Meanwhile, standard…, Reasons to use WhatsApp Business messaging, From a business point of view, WhatsApp Business messages offer an exciting opportunity to provide fast, effective customer care. Let’s look at the top six reasons companies use WhatsApp Business messaging to drive revenue and build closer, more meaningful relationships with customers. , Reason 1: 2 billion users!, Seriously, that’s a massive worldwide audience – no one can argue that. So, if you’re a global brand looking to reach customers, WhatsApp Business messages are a no-brainer. More specifically, WhatsApp is huge in Latin America, India, much of Europe and Africa, and some countries in Asia. Countries where WhatsApp is the number one messaging app. WhatsApp is the number two messaging app in many…, Reason 2: Customers want two-way conversations on WhatsApp, People are crying out for easier, more convenient ways to talk to brands. According to our research , 90% of customers want to be able to reply in-message to ask questions. And many are already doing this today, with 175 million messages sent to businesses over WhatsApp every day. In a recent episode of Sinch Talks with Meta , we discussed the importance of meeting customers on channels they…, Reason 3: WhatsApp for marketing helps cut through the noise, Customers are bombarded with marketing notifications everywhere they turn. Conversational channels like WhatsApp allow you to cut through the noise and reach people on the apps they actually use. That must be why the average open rate of WhatsApp messages is over 98%! Innovative companies like Carrefour have had great success with WhatsApp marketing . The grocery retail giant switched its…, Reason 4: WhatsApp Business messaging helps speed up the sales cycle , More and more businesses are turning to WhatsApp to sell products and services, sometimes right off the back of their marketing campaigns and within the channel itself. With product messages, shopping carts, and the ability to connect with sales teams directly, users can receive a marketing promotion, browse a “WhatsApp shop,” and get pre-sales questions answered, all without leaving the app.…, Reason 5: WhatsApp Business for customer support improves customer satisfaction, Did you know that 73% of customers find live chat to be the most satisfying way to communicate with a business? Customers don’t want to spend time on hold to ask a question or get support – they want convenience. And spending time on hold just isn’t the way people want to interact with companies anymore. WhatsApp can be easily integrated into some existing contact centers , or you can also add…, Reason 6: WhatsApp Business API helps reduce costs, As the BMW example illustrates, traditional support teams don’t always have the tools and resources to focus on customer needs over the never-ending service queue. Using WhatsApp Business messaging tools like templates and chatbots can help you automate FAQs and customer support responses, saving time and money on old CRM systems and making call centers more efficient. Here’s where it gets even…, Get started with WhatsApp for business communications, With so many people already on WhatsApp, the app is becoming a powerful tool for businesses to reach and engage their customers. With WhatsApp’s two-way communication capabilities, high open rates, and convenience-driven features, it’s no wonder marketers and customer care teams all over the world are already using this channel to help their businesses grow. Ready to learn more? Our step-by-…
Type: Blog Article
In 2023, brands took mobile messaging to center stage, using channels like SMS, RCS, and WhatsApp for both one-way messages and conversational marketing. This move coincided with increased online spending – in the U.S. alone, online sales in 2023 were up 7.5% on Black Friday and 9.6% on Cyber Monday from 2022. We thought that was a pretty big deal! To gain deeper insights, we dug into, results from our 2023 consumer survey on messaging expectations, around the holidays to see how they stacked up against, sending data from Black Friday and Cyber Monday (BFCM) 2023, . We hope these results may help inform and reshape your marketing strategy in 2024, setting the stage for a year where every message isn’t just sent, but it resonates!, 2023 recap: The year of mobile messaging, Your customers want to hear from you, and mobile messaging is a powerful way for you to deliver what they want. With a 98% open rate, SMS is ideal for time-sensitive campaigns like Black Friday or Cyber Monday flash sales, and other conversational messaging channels like Rich Communication Services (RCS) can help build trust and transform your marketing messages into dynamic, engaging…, 69.5%, of people prefer email, with social media (, 22%, ) and text messaging (, 19%, ) as the second most preferred forms of communication. , 57%, of people want communications well ahead of Black Friday, with, 36%, of people wanting messages “as soon as possible.” , 44.9%, of those who wanting transactional messages from brands prefer them on one or more mobile messaging channels, rising to, 59.1%, for people under 30. Next, we looked at how brands delivered during BFCM, revealing trends for 2024: The continued significance of SMS, the rising popularity of RCS, the growth of conversational channels, and the critical importance of choosing the right communication channels., 4 Q4 lessons that will help boost your messaging strategy in 2024, Following Black Friday and Cyber Monday 2023, where we initially anticipated high messaging volumes due to significant growth in 2022 , we dug into the data for actionable strategies for 2024. If you’re aiming to, enhance your campaigns or refine your strategies, in the upcoming year or if your Q4 fell short this year, these insights can provide valuable lessons. Consider this a guide to ensure effective connections with your audience in 2024. , Lesson 1: Spike in BFCM messaging underscores the significance of SMS during peak periods, For many brands, SMS is a key part of their Black Friday and Cyber Monday messaging strategy for promotions as well as transactional messages . This aligns with customer expectations, with, 80% of consumers, in our survey saying transactional messages are important, particularly during the holiday season. Additionally,, 35.6% of people, expressed interest in receiving promotional messages via one or more mobile messaging channel. But are these consumer expectations aligned with actual sending volumes during the holidays? At Sinch, we processed, more than four billion, SMS messages during Cyber Week and, more than 800 million, SMS messages on Black Friday. The takeaway here is that brands are honing their skills by giving customers what they want. Additionally, we saw significant SMS volume sends in markets like Mexico, Canada, Australia, the UK, France, Sweden, and the United States during Cyber Week. This is due to businesses in these markets following communication trends and meeting customers’ growing…, pivotal role of SMS during BFCM and beyond, . Fine-tune your strategies, especially in markets experiencing growth, and make sure your messaging aligns with customer expectations. , Lesson 2: RCS is experiencing exponential growth, RCS, known for its engaging capabilities that help brands create rich, branded, immersive experiences on Android, is building traction, and Apple’s recent announcement that they’ll start supporting this channel in 2024 only proves that. In November 2023,, brands sent 25,000x more RCS messages than they did in February 2022, . No, that’s not a typo – that’s a 25,000-fold growth from earlier in the year when RCS was still gaining momentum. Graph shows rising RCS traffic over 17 months up to November 2023, pointing to a growing adoption of RCS by brands to communicate with customers. In fact, in Q4 2023, Sinch sent the largest number of RCS business messages in France than any other provider, sending, four times as many RCS messages, in 2023 than in 2022. This underscores the rapid expansion of RCS messaging in key markets, and we expect more rapid growth in 2024. In 2023, we saw many brands use RCS when possible, and use SMS as a fallback channel for recipients without RCS support. Looking ahead, a pivotal moment looms with Apple supporting RCS in 2024. While details are still unclear, this announcement will likely mean that…, Start embracing branded messages as part of your omnichannel strategy now, so you’re ready to test, iterate, and make the most of RCS after Apple starts implementing it. Establishing RCS now positions your brand to stand out, ensuring you’re at the forefront when more users have access to its dynamic capabilities. , Lesson 3: Your customers want to talk to you, As we dig into BFCM 2023, a standout lesson for 2024 is the significant impact of conversational marketing . With channels like WhatsApp and RCS being inherently more conversational, the brands that are using them are getting a step ahead. These channels provide a great add-on to channels like email during busy shopping periods. And here’s why: In Europe, during the BFCM period,, WhatsApp messages boasted a read rate of more than 84%, and, RCS messages had a 71.6% read rate, . Clearly, customers are receptive to receiving messages on conversational channels during the holidays. And when used as part of your omnichannel strategy, these channels can help your brand shine among cluttered email inboxes, ensuring a more direct connection with your audience. Embrace conversational channels So, what’s the lesson for 2024?, Start adopting conversational channels like WhatsApp and RCS as part of your marketing strategy in 2024., Strategically incorporating these channels to your omnichannel messaging mix and using these channels’ features like rich content and branded sender capabilities will be a powerful first step towards building genuine relationships with your customers. , Lesson 4: Customers prefer omnichannel communications, Email remains peoples’ favorite channel to receive promotional messages from brands. However, with people responding so well to other messaging channels and the landscape changing so quickly with RCS, and it’s clear that there are other lessons to be learned for enterprises gearing up for 2024. Let’s start by highlighting the growth of email during BFCM , where in 2023, there was a, 15%, surge in emails sent on Black Friday and a, 17%, increase in emails sent on Cyber Monday compared to 2022. In fact, two weeks before the week of Black Friday, when the biggest surge happened, volumes were up, 34%, from last year. Engagement was also strong in the inbox, with emails sent on Black Friday had a, 13%, click-through-rate (CTR), followed closely by an, 11%, CTR on Cyber Monday. Considering the huge volume of emails that are sent during this period, these figures are quite remarkable. Clearly, email is an incredibly important channel. But the sheer volume of emails people receive during this time emphasizes the importance of differentiating your communication strategies, especially with the holiday season starting earlier every year. In fact, our…, 56.7%, of people want to hear from your brand well in advance of Black Friday, and, 35.5%, say they want to get these communications as soon as possible. Tailor messaging across channels Our fourth lesson is to use diverse channels to communicate with your customers. As a business or enterprise, you should be tailoring your messaging to align with individual customer preferences, and using different combinations of email, SMS, and mobile messaging to share updates. That way, you’re…, Conclusion: Omnichannel is the way to go in 2024, Messaging volumes and engagement metrics during Black Friday and Cyber Monday 2023 serve as valuable data points to indicate changes in mobile messaging over the past year. When we compare these statistics with what customers said they wanted to receive from brands around the holidays, it’s evident that brands aligning their messaging strategies with those preferences will get ahead. As mobile…, Success lies in using the collective power of diverse channels., It’s about using each channel strategically, with SMS for its immediacy, RCS for its engaging capabilities, email for its efficiency, and conversational channels for creating genuine connections with your audience. In the new year, staying ahead will mean staying agile – that means keeping a keen eye on emerging trends, embracing new technologies, and being ready to adapt quickly. This will…
Type: Blog Article
The conversation Design Institute believes that recognizing, developing, and promoting the role of the conversation designer is crucial to advancing trust and communication between humans and AI Assistants. With the rise of conversational AI, there are tremendous growth opportunities for people dedicating themselves to designing, deploying, and managing AI Assistants. The Conversation Design…, Contact, Olaf Igesz / Co Founder [email protected] Type: Partner
Product Information, As a Sinch partner, Sureshot works closely with Sinch to deliver Conversational Messaging solutions for customers related to sales and marketing use cases. Sureshot also develops and maintains the Sinch Conversational Messaging App for Oracle Responsys. Sureshot supports the Sinch Conversational Messaging App for Oracle Reponsys, and integrates to other leading marketing and sales platforms, so…, About Sureshot, Sureshot is a martech software vendor that empowers marketers to integrate Sinch’s Conversational Messaging into their martech stack for a variety of use cases. Sureshot’s platform connects with most sales and marketing technologies and helps customers in corporate conversational messaging capabilities into their go-to-market activities. Sureshot equips marketers with data, messaging and customer…
Type: Integration
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