ValueFirst, a Twilio company and a global enabler in CPaaS (communication platform as a service), launched Google Business Messages, a new OTT channel on its conversational AI offering, Surbo, to continue helping brands automate their day-to-day operations across use-cases.
The launch of this new channel (Business Messages) brings to the horizon, endless possibilities as it combines entry points on Google Maps, Google Search, and brand websites to create rich and seamless messaging experiences to delight end-consumers.
Surbo has demonstrated a 20% increase in engagement rate and lead generation; and 4X increase in insights intelligence by using machine learning chatbots that predict the interaction flow and make decisions in real-time, while automating repeat consumer queries and freeing up time for live agents to handle complicated queries. Further, the API service enables messaging conversations from Google My Business and Google Maps listings, assisting consumers before they come in by checking in-store stock, scheduling appointments, organizing curbside pickup, updating reservations, and more, and providing a Google’s built-in interface.
Talking about the new channel, Vishwadeep Bajaj, Chief Executive Officer, ValueFirst, shared “Contrary to two years ago, chatbots are no longer the future. It is very much the present and we’ve seen this with the projects we’ve delivered across companies and sectors. With the launch of Google Business Messages, we will see a rise in speedy, simple, and convenient business conversations. For businesses, keeping up with customer inquiries is often labor-intensive and costly, especially out of office hours. It’ll be very straightforward moving forward”.
ValueFirst has been helping organizations such as Nissan India, Domino’s Pizza, Harman International and others with chatbots across OTT platforms such as WhatsApp, Website, LINE, Telegram and Facebook Messenger.
Commenting on their experience working with ValueFirst, Indranil Mukherjee, Customer Experience Leader, Harman International said “At Harman, CX is of utmost importance, hence we were looking for more digital avenues to engage and improve our CX. Post pandemic lockdown, when India opened up, we saw this as the perfect timing to launch WhatsApp (Bot & Chat) as a support channel and we saw a tremendous response from our customers which impacted in an increase in NPS scores & also helped us cater to more customers at a faster response rate. Thanks to ValueFirst team for implementing the solution in record time and also for providing great support. Keep it up!!”
Surbo is embracing the future of the automobile, banking, FMCG, e-commerce, education, retail, healthcare, and insurance sector by delivering customer engagement for some of the world’s biggest brands.
Founded in 2003, ValueFirst is a leading CPaaS player of India. Headquartered in Gurugram, India, ValueFirst connects businesses with consumers over telecom (SMS & Voice) and internet (Chatbot, Email, & OTT) channels. ValueFirst is driven by over 400 free-spirited people across the globe serving a diversified customer base. Leading enterprises that rely on ValueFirst include Google, IndiGo, TATA Motors, P&G, InfoEdge, and Axis Bank.
