Gupshup Whatsapp

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.

Public Cloud

Amazon Web Services (AWS)

What do you like best about the product?

Seamless integration to our CRM tool. Easy UI and connection speed is also good

What do you dislike about the product?

Slow in support when there is any issue.

What problems is the product solving and how is that benefiting you?

We use it for our driver support where drivers can share their issues over WhatsApp. Majorly for driver onboarding purpose.

What do you like best about the product?

The WhatsApp API integration is quite stable and works well with HubSpot for sending marketing communication at scale. Once the setup is done, it becomes easy to automate campaigns, trigger messages, and manage templates. Delivery rates are reliable, and it handles large volumes without much issue.

What do you dislike about the product?

The platform can feel a bit technical and not very intuitive, especially for marketing teams who are used to simpler UI tools. Dependency on API setup for most actions makes it less flexible. Pricing transparency can also be a concern, especially with markups on WhatsApp charges.

What problems is the product solving and how is that benefiting you?

It enables us to run WhatsApp marketing campaigns directly from HubSpot, which helps in reaching leads instantly on a channel they actively use. This improves engagement rates compared to email and helps in faster follow-ups, nurturing, and conversion. It also allows us to scale communication across geographies without needing multiple tools.

What do you like best about the product?

very good software for marketing communications and console is very good in terms of UI

What do you dislike about the product?

It take a lot of time in support and not upgrading backend

What problems is the product solving and how is that benefiting you?

for WA marketing we use, it helped me not banning from meta

What do you like best about the product?

Gupshup offers an excellent variety of features for creating and managing bots, with strong integration on WhatsApp and other channels. The interface is intuitive and the learning curve is relatively quick. The documentation is clear and customer support responds in reasonable time.

What do you dislike about the product?

Some advanced features still require a bit of technical work to be configured optimally. Additionally, the administration interface could be made more modern and faster, especially when managing complex projects.

What problems is the product solving and how is that benefiting you?

The platform has simplified the management of multichannel communications, reducing response times to customers and improving the effectiveness of marketing campaigns.

What do you like best about the product?

I have used 2-3 wa service providers, including gupshup. but the gupshup UI felt different.. as a indian user its very easy and convenient to use domestic service providers and gupshup is one of the great option of it. their customer support is always on time. if any things breaks directly from meta's end then gupshup team proactively looking with them and helping us on real time.

What do you dislike about the product?

I mostly use this platform for whatsapp template approval, sometime when I create the new template and refresh the page then the new created templates take a time to reflect on list section.

What problems is the product solving and how is that benefiting you?

Gupshup is really easy to use, their real time support help us to solve problems and integration new APIs on real time. also their pricing is also convenient. so if I look at overall level gupshup is one of the great vendor which help us for our journey of growth.

What do you like best about the product?

Gupshup has wide variety of features covering different use cases which will help in address 1 CBP, different templates, Chatbots, SMS, RCS, Email etc

What do you dislike about the product?

UI/UX could be a lot better and ease of dashboard usage

What problems is the product solving and how is that benefiting you?

WhatsApp is the key channel, it helped us a lot in able to promote and market our content better the chatbot flow helped us a lot in understanding what is needed for customers and it was seamless to build bot flows and running campaigns.

What do you like best about the product?

This software is user-friendly and easy to navigate, making it accessible and understandable for everyone.

What do you dislike about the product?

Since our service manager resigned, there hasn't been a specific person assigned to help us resolve issues.

What problems is the product solving and how is that benefiting you?

Send multiple WhatsApp messages with just a single click.

What do you like best about the product?

It has all type of communication service including SMS , Whatsapp etc.
Able to send all type of sms like Transactional or promotional.

What do you dislike about the product?

Nothing to dislike about the Gupshup platform.

What problems is the product solving and how is that benefiting you?

In our organisation we are using gupshup to send all whatsapp communication, we have build whatsapp bot and whatsapp based journey through it.

What do you like best about the product?

They keep pace with the innovation and give priority to new and innovative ways of outreach.

What do you dislike about the product?

Their pricing model. They are bit expensive than others.

What problems is the product solving and how is that benefiting you?

Solving problem of outreach. It provides the seamless services which makes job easier and impactful.