Customer Communication: A question that bothers everyone


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Do you use a technology called ' Communications Platform-as-a-Service ( CPaaS)' or ' Conversational Communication ' to keep in touch with your existing and potential customers of your small business ? You might say what else is that ?

So now the easy question - do you keep in touch with customers on WhatsApp ? You will say , Hasto! Because of the passion you say ' Hasto ' , the business of business communication in India is reaching two and a half to three crores a year.

Direct communication with old-current-new customers is the best way to get new business , but such ' conversational communication ' is not as easy as we think. That is why platforms known as ' Seapass ' are developing to provide such services. Among all , WhatsApp and Google are likely to have a major tug-of-war in the near future. Both services will be paid , but at the moment there is almost no competitor to WhatsApp in this regard. If Google becomes a competitor, the benefits are only for small and large businesses.

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Almost the oldest way of business communication. The problem is that sending bulk emails from a simple email service can block the account. Collecting a database of valid email addresses is a big challenge if using a paid e-newsletter service and then an expensive bulk emailing service is another big challenge. In addition, the most popular Gmail service now removes promotional emails and puts them in a separate tab , thereby reducing the chance of the business message coming to the customer's attention. Even more troubling is that Gmail is making bulk emailing more and more difficult.

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If you know the phone number of any person, you can send SMS to him. Even if that person is not using a smartphone. This is why SMS was once most popular for business communication or promotion. Then came the blocking of ' Do Not Disturb ' feature from telecom companies . Most of the people take advantage of it so business messages do not reach them. Another major limitation is that plain SMS is text-based. Webpage links can be placed in it , but image or video sharing is not possible. Of course now RCS messaging is getting its solution.

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This is a method that has become a headache for everyone! For the people who fall prey to it and also for the businesses that want to take advantage of it (at one point even the finance minister of the country complained about this in parliament). A lot of companies cold call us from different numbers so much that most of the people hang up before the conversation starts. This method is useful with people who have saved a business number , but it costs the team and calling. On the other hand this method is becoming more difficult day by day to reach new customers.

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Due to the overwhelming popularity of the WhatsApp app in India, many companies that provide bulk SMS services have also started providing bulk WhatsApp messaging services. The biggest challenge is that such a service is against the policy of WhatsApp. As a solution, the company providing such service provides the facility of sending bulk WhatsApp from different numbers with the help of software. A bit more expensive than SMS , but cheaper and more effective than other methods. The problem is that the message is not delivered from the business's own number , but from an unknown number, thus reducing trust and the link in the message does not work.

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WhatsApp messaging has replaced SMS in India. People are also using it for business communication. The number of members in WhatsApp group messaging is increasing. But it is totally inadequate for bulk messaging. In broadcasting, it is necessary to have our business number saved in the opposite person's phone. A WhatsApp channel can have almost unlimited messaging but cannot search for unverified businesses. Telegram can have up to 200,000 members in a channel , but only the first 200 members can be added by the business itself, the rest have to be sent a link.

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The WhatsApp company provided a separate app for business communication. In addition to creating a small profile of the business, a product catalog can be created. Direct order from customer and facility of receiving payment with the help of payment gateway. But even here , bulk messaging has the same strict limitations as plain WhatsApp. WhatsApp Business app may be enough for existing customers who come in direct contact with that business , but if you want to reach new customers and do bulk messaging, this app is not enough.

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With two and a half to three billion users worldwide, Facebook is a very useful platform for business communication and promotion. In addition to its personal use, for business use, the company has provided the facility of creating a business page. But overall Facebook's limitations apply to business pages as well. There is no guarantee that any free post a business places on its page will invariably be seen by all the people who follow that page. Unless the business does paid promotion on Facebook or Instagram, it is unlikely to get effective benefits.

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Like Facebook, Google has also provided the facility to create a business profile. After taking advantage of this free service, any business can be visible to others on Google Search and Google Maps. After chatting on this profile that business can also receive direct messages from its customers. Similarly, a product catalog can be prepared in the business profile and various types of updates can be posted regularly. Convenience is good , but if the business wants to reach a large number of fixed customers from the front, this convenience is insufficient.

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Platforms with the world's largest user base like Facebook , Google provide free services for business promotion , but as we have seen, their use is very limited. If a business really wants to reach thousands and millions of new customers, it cannot do without using paid online promotion on both these platforms. The challenge is that the business can hardly handle this work by itself. If the service of another agency is expensive and that agency is not really an expert, there is a possibility that the money spent on promotion will go down the drain. Also , this method is not useful for customer support.

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In the current situation, the best way for small or big businesses to maintain live contact with their existing or potential customers is to use the WhatsApp Business API.

Currently around 50 crore people of the country are using WhatsApp but among them there are many limitations in using simple WhatsApp or simple WhatsApp business app to contact our existing and new customers face to face.

Hence it becomes necessary to take advantage of the paid services of WhatsApp partner companies offering WhatsApp Business API services. For this, any business can use its plain WhatsApp number or get a new mobile number and use it (then that number cannot be used for plain WhatsApp. In this way, instead of WhatsApp, messages are exchanged from the dashboard provided by the partner company. .).

We can verify our business in WhatsApp Business API. After that, we can send WhatsApp messages to people who have not saved our number in their contact list without any worries.

If we send too many messages to such people in the simple WhatsApp app or WhatsApp business app, there is a possibility that our WhatsApp account will be blocked , while in the WhatsApp Business API service, one can send a thousand messages per day from the beginning and then send lakhs of messages per day as the approval is phased. Can be!

The condition is that for that we have to be prepared to pay rupees per message (there is no charge for each message of conversation for 24 hours after the first paid message).

Meta Company knows very well that this method is the most effective method for business communication. Currently it does not have any major competition from any other company. Hence, the company has increased the charge of sending each message from fifty paise to 80 paisa.

Not only that , if a message is received from the front on this number, a charge of 35 paise has to be paid! Due to this, small and large businesses who have started using WhatsApp Business API for business communication are increasing.

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WhatsApp Business API is currently the most effective way for business communication in India , companies are taking advantage of it and raising charges, and small and large businesses are objecting to it - Google knows it all. That is why Google is likely to launch ' Business Messaging Service ' in India soon by taking advantage of the opportunity . The biggest reason why companies like Meta and Google are interested in this field is that this field is likely to get a solid business of two and a half to three thousand crores a year.

You might have seen that customers of that business can chat with the business by going to the business profile in the Google Maps app. On the other hand, if you have downloaded the Google Messages app as an SMS app in your smartphone, then you know that it can take advantage of the Rich Communication Service (RCS). Thanks to this RCS, the age-old simple , text-based SMS service can be leveraged with almost the same features as WhatsApp. Google provides such service along with telecoms like Airtel , Jio , VI. Currently, the SMS business of all telecoms is being looted by internet based services like WhatsApp. So they are also looking for ways to counter WhatsApp.

Currently Google RCS messaging service is like a simple WhatsApp. This service is also free. But like WhatsApp Business API, Google is preparing to launch a paid service for RCS based business messaging.

Three years ago, Google already launched such a service. But at that time, paid customers like various banks also started advertising on their customers taking advantage of this service. Google offers paid messaging services all over the world , but no other country has used it as much for spamming as in India! Google immediately stopped this service in India. Now Google is preparing to relaunch this service with restrictions to deal with spam. Out of the amount that Google will get from the small and big business as a customer, it will give about 70 percent of the amount to the partner telecom.

Well , as a business, how much do we have to pay for one RCS message ? About 20-25 paisa against 80 paisa per WhatsApp message!

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