Scale your customer engagement with a reliable SMS API

I have been using Gupshup  for the last four years in the organization for SMS API management.

Gupshup  serves as a provider for the API, helping us to get the OTPs and the omnichannel transactional conversation messaging. I use it to automatically dispatch highly reliable, time-sensitive alerts such as delivery tracking, payment confirmation, and OTPs. I also use it to build automated AI chatbots that allow our customers and clients to browse catalogs and complete purchases entirely within the chat thread. This is our primary use case for using Gupshup.

There are multiple features that I love about Gupshup. The first thing I love about Gupshup is the single API integration, which helps me to write the code once to send messages across SMS, WhatsApp, and RCS without needing to manage them from a separate telecom integration. The second thing I love about Gupshup is the auto intelligent routing, which helps me to route messages automatically through the most optimal telecom carrier to ensure the highest possible delivery rate and lowest latency. It basically routes through the best network, choosing the best telecom carrier to ensure that I achieve the highest possible delivery rate and lowest latency, helping me to deliver real-time alerts, OTPs, and all other messages to the end user. The third thing I love about it is that it has conversational AI agents with built-in capabilities that allow me to automate level one customer support directly over the chat, deflecting expensive call center volumes. In any case of L2 escalations, they are directly handled through my team. So 70 to 80 percent of the volume has been directly cut off by using the conversational AI agents. Lastly, I love the strict compliance that it follows, the ISO 27001 certification and data masking, which is mandatory for processing the financial data that I send. This is something I truly appreciate about it.

Gupshup has positively impacted my organization in multiple ways. First of all, as I shifted from the traditional email SMS blast to conversational WhatsApp marketing directly, it has significantly impacted the bottom line and provided an overall return through the WhatsApp automation report showing around 398 percent on investment over a three-year period. The second ROI I have seen is in conversion rates, as WhatsApp messages boast open rates exceeding 90 percent, while businesses see around 55 percent. I have also observed a 58 percent increase in checkout conversion rates compared to traditional web or email funnels. The third ROI pertains to AOV, the average order value. Using the AI agent cross-sell feature, I have been able to cross-sell more and have seen sales boost by 3.33 percent a day.

I do not feel that Gupshup needs any improvement. It is an absolute solution, and I believe they do not need improvements in UI, UX, customer support, product visibility, or learning curve. Everything is very detailed, and I feel it is the best in this segment. I do not have any suggestions for improvement.

I do see advancements of AI and ML in the upcoming years as a potential area for Gupshup to focus on further. I am witnessing new LLM and models emerging in the industry daily, so naturally, I think the AI agents could be improved. Beyond that, I do not feel anything else is needed as an improvement.

I have been working in my current field for the last 15 plus years.

Gupshup is a stable solution, and I have not encountered any problems. The infrastructure is designed in such a way that it has not faced any downtime, making it a stable solution.

Regarding scalability, I have seen Gupshup handle a maximum of 500,000 users per day for my company without any challenges. The infrastructure is designed in such a way that it has not faced any downtime, making it a scalable solution.

Customer support is rated a 10. For anyone looking for value for money, a user-friendly and intuitive experience API, and seamless deliverability through the channel, I definitely recommend Gupshup. It is the best problem solver in this category.

The deployment of Gupshup in my environment is seamless. The integrations into my ecosystem of deliverables directly to the customer, including integration with the APIs for test, pre-prod, and prod environments, have been very good and hassle-free.

The configuration process is straightforward, and I did not face any challenges.

I connected Gupshup with S3 , and the integrations are seamless without any glitches or problems. As it is an omnichannel API, I do not encounter any errors or syntax issues. I feel it provides good results.

Gupshup has positively impacted my organization in multiple ways. First of all, as I shifted from the traditional email SMS blast to conversational WhatsApp marketing directly, it has significantly impacted the bottom line and provided an overall return through the WhatsApp automation report showing around 398 percent on investment over a three-year period. The second ROI I have seen is in conversion rates, as WhatsApp messages boast open rates exceeding 90 percent, while businesses see around 55 percent. I have also observed a 58 percent increase in checkout conversion rates compared to traditional web or email funnels. The third ROI pertains to AOV, the average order value. Using the AI agent cross-sell feature, I have been able to cross-sell more and have seen sales boost by 3.33 percent a day.

I have experienced an engagement spike with Gupshup where the click-through rates have increased by 57 percent on the WhatsApp notifications, resulting in a 10x ROI implementation over the legacy email and push notification channels. The traffic driven through the Gupshup conversational prompts demonstrates a 1.7x higher likelihood to purchase compared to standard web traffic. During sales seasons and sales events, this has directly contributed to hundreds of thousands of dollars in incremental monthly revenue. This is a significant and positive impact. Regarding cost savings, the call center deflection I mentioned earlier has increased productivity multiple times. By enabling the AI-enabled support agent, I have achieved a 4.3x boost in customer care productivity, as it converses with customers at the L1 level. This has cut the cost for hiring customer support teams and training. Moreover, Gupshup maximizes delivery success rates and minimizes engineering overhead. The delivery speeds have significantly increased due to this API, which led to a 78 percent increase in organizational efficiency and an 89 percent reduction in customer complaints, as most issues are resolved directly by the conversational AI agents.

Regarding the metering and billing experience, I feel that Gupshup has provided me exceptional results. The payment plans and model for paying directly were not expensive at all. I am essentially advancing with a billing-based model, receiving bills directly according to my usage. Since I accessed Gupshup through the AWS  marketplace, I am billed based on the number of communications sent and the number of users interacting with the system. The billing is reasonable, and I have set limits within a 24-hour period. This includes price per messaging and pricing, and that is what I am currently using for the metering and billing experience.

Before choosing Gupshup, I definitely considered other options such as Twilio , Infobip , and Sinch.

I rate Gupshup a 5 out of 5. As I have already shared the ROI and the primary use case, I feel that Gupshup deserves that score.