Deliver exceptional customer support with a shared, omnichannel inbox
Improve agent efficiency by bringing all digital conversations, context and support actions in single view. Identify actionable intelligence through real time & detailed analytics with Gupshup's Agent Assist.
Trusted by leading brands globally
Empower agents to build strong customer relationships
- Enable agents to address queries on 30+ messaging channels from a single interface
- Leverage intelligent routing and workflows to auto-assign chats to agents with the right skills and bandwidth
- Leverage canned responses and standard replies to respond faster and save agent effort for complex issues
Make every customer happy with a unified customer view
- Offer smooth CX by seamlessly transferring conversations from chatbots to live agents while retaining context
- Assist better by fetching information from past interactions and 3rd party apps without switching
tabs - Drive action by allowing agents to share product catalogs and adding buttons to notifications and messages
Measure, analyze and improve agent performance
- Track agent performance and conversation feeds
in real-time, and intervene when required - Get insights into what high-performing agents do differently and improve team performance
- Manage traffic efficiently by nudging agents about unattended queries and deflecting to alternative channels
6%
Higher Customer Satisfaction
1000+
Live chats
handled daily
32%
Lower average resolution time
94%
Lower average first response time
Core features to improve agent experience
Structured templates
Leverage highly structured messaging(HSM) templates to send messages that drive action on WhatsApp
Multi-level view
Setup separate views for agents, managers and admins. Assign roles, moderate permissions & manage teams efficiently
Pause chats & nudge idle customers
Put chats on hold to find resolutions. Nudge idle customers to resume conversations and leave no query unresolved
Tag conversations for reference
Tag important conversations that need attention or can be referred to later to address similar queries
Empower Managers
Enable admin and managers to take control of conversations without hampering customer experience
Configurable APIs and integrations
Integrate with CRM and helpdesk such as Leadsquared, Zendesk, Freshdesk, Salesforce, Zoho etc.
Advanced capabilities to create a unified inbox
Activate email and voice support to offer care across platforms from a single dashboard
Don't just take our word for it
VP, Operations, OYO Rooms
OneDirect / Gupshup helps us understand what people are talking about OYO as a brand, it helps us not to miss anything that the customers are expressing out there, we then take this information and process it to improve our product and service
Chief Information Officer, Acer India
When we had the requirement to build a robust ORM platform with capabilities to understand customer sentiment, analysis and to enable seamless response by our support team, OneDirect / Gupshup was the most apt choice. I am happy to note that after 2 years we continue to enjoy the services offered by OneDirect team and the platform.
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Frequently Asked Questions
We are a Conversational Messaging Platform that helps businesses engage with customers across 30+ messaging channels across commerce, marketing and support.
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