A 99% open rate is something marketers dream of, and companies like Sanuker help turn into reality thanks to WhatsApp and Stella. This is why our work with Akulaku, an Indonesian fintech company, was recently featured by Facebook as a success case.
Akulaku reached out to Sanuker for help in improving a key part of its customer journey: account activation. Indonesia has an unstable and unreliable SMS network that made it hard for Akulaku to verify customers who signed up to its platform and the company needed to find a more reliable solution.
Indonesia is a huge market with over 270 million people, with a smartphone penetration of 98.2%, so the new solution had to be a mobile-friendly one. WhatsApp is the top mobile app in the country by active users and represented a great opportunity for Akulaku.
The challenge was finding a way to integrate WhatsApp into Akulaku’s account activation process. Sanuker stepped up to the challenge with its digital assistant builder Stella and created a WhatsApp-powered digital assistant that helped customers activate their accounts.
Sanuker’s solution achieved a 98% delivery rate and a 99% open rate in its messages, delivering an opt-in ratio three times higher than what had previously been achieved with SMS.
How it worked
Sanuker provided training to Akulaku’s developer to help them integrate WhatsApp Business API and worked closely with the company’s team to craft an effective messaging experience. Thanks to this collaboration Akulaku’s customers can now use WhatsApp not only to register and activate their accounts, but also to select specific services or receive answers to frequently asked questions.
The integration of WhatsApp’s Business API via Stella has significantly improved customer experience and, according to Akulaku User Experience Manager Léon Shi, the solution delivered a “boost in our successful activation rate as well as our regional growth”.
To learn how your company could benefit from chatbots and how conversational commerce can revolutionize your business, reach out to our team using the contact link below.
Humans are curious and often irrational creatures. Creatures that, despite what many of them would like to believe, are driven more by emotion than reason, and react more intensely to how things are said than to what is actually being said.
Smart marketers and advertisers know this well and use it to their advantage when crafting the “copy” (a fancy word for text) of their messages. When this principle is forgotten, the result is hard-to-understand messages and companies with multiple personalities.
A similar problem is found in the design of chatbots, where some companies put a lot of effort into training their human agents in how to talk to their customers and then forget about conversational copy when creating a chatbot.
This can have disastrous consequences because, unlike a human, a chatbot will always follow the instructions it has been given, regardless of whether they are good or bad. As a result, a well-designed chatbot will deliver consistently good and effective messages while a badly designed one will deliver consistently bad messages.
Creating a good conversational experience with a chatbot requires three elements; the first is choosing the right technology to ensure the chatbot can work smoothly; the second is the planning of conversational flow, to ensure there are no dead ends or infinite loops; the third is the conversational copy itself.
What makes a good conversational copy
To achieve good conversational copy we need to pay special attention to the last two elements. A good conversation is one that sounds natural, avoids awkward situations, and delivers the correct messages. Copywriters should also take into account the brand’s desired image and style to make sure the chatbot conveys the right feel to the customer.
One of the biggest challenges in writing this kind of copy is that, in a chatbot, the same line of dialogue can end up being used in multiple settings, and even when used in a similar setting, the user might reach it via different routes. Therefore, it is recommended that chatbot copywriters work in tandem with the chatbot’s designers, to ensure the text matches the chatbots’ conversational flow.
Choosing the right chatbot design team is essential for the success of this process. An experienced team will be able to spot potential issues in advance and provide adequate guidance to the copywriters. To learn more about how Sanuker can help you create the best chatbot for your company reach out to us using the link below.
There is a trend in business that is known by many names. A trend that isn’t just a trend but a fundamental part of human nature. Something that has been disrupted and inhibited by the development of modern business practices and like water trapped behind a dam has finally found the crack that will set it free and break the dam.
Some know it as conversational marketing, others as conversational selling, and others still as conversational economy; it is better described as Conversational Commerce.
More than just a trend
The term Conversational Commerce is generally used to highlight the increasingly important role of conversation — in particular message-based conversations — in the relationship between businesses and customers. As we’ll see shortly this “trend” creates new dynamics and poses a new set of challenges to businesses.
We use quotation marks around the word “trend” because conversations between businesses and customers are nothing new. Older generations will still remember a world where most businesses were small, with just a handful of staff members who did everything, including all the tasks that today might associate with sales, customer service or marketing.
These various functions could often even overlap in the course of a single conversation, where the customer bought something, asked about a problem they had with a previous purchase and the business owner also recommended some other product.
How things changed and are changing
As businesses grew and moved online, the different communication areas started to split. Companies created advertising departments, marketing departments, sales teams, PR teams, customer service departments, and much, much more. It was a time of specialization and fragmentation that was made possible, in part, by mass communication tools like TV, and the internet.
In this environment, many companies developed multiple personality disorders, and their relationship with customers deteriorated. One to one conversation only survived in customer service settings where individual problems had to be solved, and even there, social media further blurred the lines with comments sections and public replies.
Today messaging apps are inverting the trend. They rank consistently as the most used apps in all markets and are becoming the default communication tool for many. Businesses have taken notice, and have been pushed by their customers into joining. Consumers are now discovering that they can use the same messaging channel for everything, from buying products to customer service, and from shipping updates to tips and recipes.
The relationship between businesses and customers has become more personal. What previously was mass communication has been atomized and has become individual communication, enabling a new level of personalization. At the same time, the line between previously separated functions is blurring, and all communication is focusing on one conversation.
The challenge for businesses is that this atomization and consolidation, while necessary and demanded by clients, can negate many of the economies of scale and the benefits of specialization that have been achieved in the past. Their success will depend on their ability to adapt to this new reality and create scalable conversational systems to deal with it.
If you are interested in learning more about this change, we invite you to browse through our previous posts. We know that chatbots are a key component in this transformation and this blog is devoted to helping companies make sense and prepare for this new world.
A few days ago Forbes posted an article about digital transformation in banks that echoed and confirmed many of the things we have discussed in previous posts. Its conclusions were simple: banks need chatbots to achieve a true digital transformation, and they need them now.
Two points, in particular, caught our attention: “horrendously high” abandonment rates for digital product applications, and the need for banks to find the right data. They are both important points to cover, and because we felt the article didn’t do them justice, we decided to expand on it and add our perspective.
Dealing with high abandonment rates
Abandonment rates or abandoned carts are a problem common to many industries. Transactions are usually abandoned either because the potential client wasn’t sure about the decision or because something interrupted them, and they never went back to finish it.
In the latter scenario, the role of chatbots is simple, they can message users through apps like WhatsApp or WeChat and start a conversation to try and win back the client. These apps have much higher open rates when compared to emails, and their conversational nature makes it easier to engage the user.
For clients that don’t have enough information or have questions during the process, chatbots that are built into the webpage can help in both passive and active ways. The passive approach consists of having the chatbot on the site and available to users that may need assistance. The proactive or active approach involves having the chatbot monitor the time a user takes to complete each step and intervene to offer help whenever there is an unusually long delay between steps.
Not all data is born equal
Chatbots are great tools to gather data because they can not only process natural human language but also ask questions to users. From a marketing perspective, one of the most interesting use cases is employing them to understand exactly what problems a customer is facing and what language they use to express themselves.
This is great for marketers (and bankers) because it allows the company to better understand the client and use the knowledge it gains to better market and explain their products. Knowing the ways in which potential customers express their problems can be used to mimic the same language in ad campaigns or to change the way things are explained on-screen.
In a way, chatbots can serve a function similar to that of focus groups but on a much larger scale, allowing companies that use them to gather high-quality data directly from their customers. This type of data removes all the guesswork associated with things like behavior tracking on websites, where the company can see what the users do but has no way of understanding why they do it.
If you are interested in chatbots and would like to get a better idea of how they could help your company, our team of experts will be happy to help. Reach out to them using the link below.
Modern agriculture is a high-tech business where sophisticated machines and algorithms enable companies to reach unprecedented levels of productivity. Automation has also greatly reduced the need for manual labor, reducing costs, and introducing some unexpected challenges.
One of these challenges has to do with parts of the business, like fruit picking, that has not yet been automated. These are tasks that usually require a large number of workers to be on the farm during a short period of time, creating a brief, but the very acute spike in the company’s HR needs.
The problem with spikes
Spikes are never a good thing for businesses and having to hire large numbers of temporary workers is no exception. Agribusiness, or the companies they outsource the work to, often have problems finding enough workers and coordinating their movement from one location to the next. The issue is further complicated by the fact that most of these seasonal workers leave their normal place of residence during picking season and travel to wherever work is needed, making it harder for companies to contact them
Since they are on the move, mobile phones are usually the best way to reach them, but calling each of them can be a tedious and labor-intensive process. The recent surge in popularity of messaging apps makes the work a bit easier but still requires workers to be processed manually on an individual basis.
Part of the problem is that the company needs first to create a list of potential workers, receiving applications via email, phone, or other means, and then go through the list to find people that are available in the right area at the right time.
Automating the process
Historically one of the solutions has been using websites to automate at least part of the process. The main advantage is that when the worker interacts directly with a computer system the information can be automatic logged-into the company’s management system making things like scheduling, organization, and logistics a lot easier.
The disadvantage is that websites work best when people are sitting comfortably at home and have computers at hand but aren’t ideal for workers that are on the move or don’t have computers. They are also not great at handling last-minute changes and notifying large groups of people.
An ideal solution would be one that combines the ability of a website to interface with a company’s systems and the ability of a human being to contact people individually and make new arrangements with them through conversations. This solution is called a chatbot.
Chatbots are essentially computer programs that have the unique ability to hold conversations with people through messaging apps like WhatsApp, WeChat, or Facebook Messenger. As computer programs, they can seamlessly interface with systems like CRMs and human resources management programs.
Being computer programs they can scale up very easily, holding hundreds of simultaneous conversations without ever needing a break or a salary. They can also work in multiple languages, giving workers a more natural way to connect with the company and increasing the system’s efficiency.
To learn more about how your company could take advantage of this new technology, reach out to our team using the link below.
In our articles, we often paint pictures of what the future could look like if many boring, repetitive tasks were removed from it. It is a nicer word, where automation makes life easier and people are freed from mind-numbing tasks. Today it will be no different, and we’ll tackle a business function that is notorious for paperwork and boring processes: expense filing.
We’re talking about something that almost anyone that works in a company has experienced. You purchase something for work, it can be anything from a few notebooks to a long business trip, you pay for it and think that it’s all done and dusted. But then, you remember that there’s something more to do, find the receipts, and – if you have not yet lost them or deleted the email – file them with the accounting team.
Both sides feel the pain
It is a problem that is felt especially by sales teams and managers who have to travel a lot for work. They need to file every expense or risk losing money out of their own pocket, turning the process into perhaps one of their most dreaded tasks.
The accounting teams also feel the pain as it is their job to chase down missing receipts and send questions and constant reminders to the people who have made the expenses to make sure the information is correct. The result is that neither side enjoys the process and both would love to see it disappear as fast as possible.
Ideally, it would all be automated, using a simple interface that requires minimum input from all the parties involved. Something that can be used while on the move, that can clarify things and ask for missing information immediately, and can make the information magically appear on the accounting team’s spreadsheets.
Light at the end of the tunnel
This solution exists or at least can be easily created with current technology and a partner like us. It takes advantage of something people use every day and open constantly: messaging apps like WeChat, WhatsApp, Facebook Messenger, or even Slack. There, a chatbot can serve as the interface between the company’s systems and its users.
Depending on the company’s exact situation it could be programmed in many ways but, as an example, it could be used to send a message to users whenever a payment is made with a company card, asking for a picture of the invoice and any other detail that might be needed to file the expense.
In this kind of system, the interface would be easy to use and conversational, and the high frequency of use of messaging apps would guarantee that users would see it, eliminating delays. If paired with an AI or image processing software the system could also automatically extract all the details from the image of the invoice and use the chat to ask questions about any detail it was not able to extract. The data could then immediately be fed into the accounting team’s systems and spreadsheet, completely eliminating this boring task and making life easier for all parties involved.
The technology is here, and this future could easily become your company’s presence. All you need to do to get started is use the contact link below and let our team help you.
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.