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The customer is always the king, isn’t it? Offering an excellent customer experience has always been the way forward for most businesses. Customer engagement and loyalty are two predominant metrics that drive businesses ahead of their competition. While the significance of customer-centricity is not new, the digital revolution has triggered a newfound relevance for it.
“Always connected” customers are at the heart of the digital world today, and their expectations rise every time they deal with a brand or a business. For instance, digital customers generally like to be kept informed frequently; they want to know about the latest products before anyone else and are more curious about offers and loyalty rewards. Moreover, they want this information anytime, anywhere, in the format, and on the device of their choosing. And if they did not get the experience they had anticipated during their interaction with the particular brand, they are just one or two clicks away from that brand’s competitor.
Hence, to keep up with this ever-evolving customer landscape and provide frictionless digital customer journeys, businesses have to reach and engage with customers in the places they are already hanging out. That’s what makes messaging platforms an ideal communication medium for businesses. The customers also increasingly prefer engaging with businesses through messaging apps since they combine the possibility of personal consultation with the speed and convenience of digital communication in terms of both time and place.
Thus, it is no longer a question of ‘why’ customer engagement through messaging is essential but ‘how’ to enable it impeccably. Interestingly, that’s where Sanuker, a business messaging consulting company, is breaking new ground for enterprises. With its leading-edge artificial intelligence (AI)-powered automated business messaging models, Sanuker enables enterprises to communicate and engage with customers through their preferred messaging platforms.
Founded in 2015 by Burton Chau and Roy Hui, Sanuker provides omnichannel business messaging solutions through chatbot services for enterprises and e-commerce players. Sanuker’s chatbots allow enterprises and e-commerce players to engage with customers on a whole range of messaging platforms, including Facebook Messenger, WhatsApp, Instagram, WeChat, Signal, and also any brand website. The business messaging expert has a unique chatbot builder, which facilitates the design and development of entirely customizable chatbots for messaging platforms and websites. Leveraging Sanuker’s chatbots on this broad spectrum of platforms, global enterprises and e-commerce players can seamlessly create a holistic business messaging experience for their global client base.
“While chatbots were predominantly used earlier to address common customer queries and ease up the burden on live agents, today, they are growingly becoming part of the customer service experience,” states Chau, co-founder and CEO, Sanuker. “By facilitating smart and intelligent automated conversations with customers on a plethora of messaging apps and websites, we enable enterprises to take customer experience to the next level,” adds Chau.
The One-Stop Solution for All Business Messaging Needs
On that front, Sanuker’s flexible and adaptable solution integrates enterprises’ Live Chat and CRM solutions that puts forth a single platform for enterprises to engage with their customers on all these messaging apps and websites.
By facilitating smart and intelligent automated conversations with customers on a plethora of messaging apps and websites, we enable enterprises to take customer experience to the next level
Meanwhile, Sanuker optimizes all business workflows and processes within an enterprise as well through effortless integration of messaging solutions with an enterprise’s existing CRM, ERP, live chat ticketing systems, Business iQ, and other platforms. The solutions enhance organizational collaboration so much so that enterprises can run multiple business operations simultaneously within different teams. Thus, it allows employees across different channels or departments to collaborate and jump on the chat with customers anytime, simplifying a firm’s IT ecosystem while ensuring that no information is lost. “With the user-friendly and powerful interface, we offer enterprises a unique solution to tailor-make their business messaging experience,” remarks Chau.
Collaborating with Leading Instant Messaging Players
Sanuker partners with key instant messaging (IM) players in the domain like Facebook Messenger and WhatsApp to offer a comprehensive business messaging experience to its clients. Since 2017, the company has been the Developer Partner of Facebook Messenger. It is also one among the global WhatsApp Business API Official Business Solution Providers (BSP) from 2019.
By integrating the WhatsApp Business API from Sanuker, businesses can provide round-the-clock customer-centric support services through WhatsApp. The API’s innovative workflow and design allow businesses to foster an effective value-based relationship with customers without employing an extensive customer service team. “WhatsApp Business API is built from the ground up to become the most efficient business messenger. Then why not meet your customers where they already are?” asks Chau.
Scalable and Flexible Business Messaging Experience
Enterprises using Sanuker’s chatbot solutions indeed have their hands on a highly scalable platform that makes the best use of all the leading messaging apps and e-commerce websites.
Elaborating on the same, Chau cites the story of ChicMe, a major Chinese CBEC player and a client of Sanuker. “When ChicMe expanded to the U.S. and Canada, the company wanted chatbots for Facebook Messenger and Shopify, since they are the most popular channel and e-commerce platform in those areas. Recently, ChicMe has also started selling to Latin America where WhatsApp and WordPress are more popular,” notes Chau. Catering to them all, regardless of the messaging channel or e-commerce platform, makes Sanuker a genuinely global business messaging partner for ChicMe and many other similar companies that have a broad geographic base.
The Success in Numbers
How Sanuker’s chatbot solutions are considerably aiding clients in enhancing their customer service and improving their sales can be best reflected through another recent client success story. Centaline Property Agency Limited is one of the largest property agencies in Hong Kong. With Sanuker’s Facebook Messenger and WhatsApp chatbots, the company has been providing more responsive customer service and garnering more qualified leads for sales. The underlying numbers reflect it.
“With businesses growingly vying to meet the evolving expectations of digital customers, our business messaging solutions will continue aiding them in delivering an engaging, frictionless, and superior customer experience”
With Sanuker’s chatbots, Centaline achieved a 27 percent uplift in sales conversion and a 30 percent reduction in the volume of international phone calls. While the company witnessed a 137 percent increase in sales leads after just one month of implementing the chatbots, 57 percent of new leads entered through WhatsApp. The company also got 12 percent more qualified calls from customers after chatbot interactions.
Owing to such extensive competencies, today, Sanuker is also playing a phenomenal role in empowering enterprises in their digital transformation by collaborating with some of the leading global enterprises. For instance, Sanuker is partnering with Facebook for the Chat Plugin Incentive Program. Through the program, Sanuker aims at helping enterprises leverage the powerful features of Facebook Messenger. “Any business having a Facebook page can install the plugin on their business website,” comments Chau. The plugin will send all the visitors’ messages to the business’s Facebook page regardless of whether visitors have logged into their Facebook account or not. And to encourage enterprises to avail of this feature, Sanuker has announced a price of $2000 for participants (at least 5k daily unique visitors and chat automation in place) who would install the chat plugin to engage with their website visitors until the end of this year.
Leaning on such capabilities, Sanuker has also started aiding some of the global players in their digital transformation journeys. Sanuker’s partnership with HSBC bank for its initiative, HSBC Smart Solution, is an exemplar of this. HSBC Smart Solution is a platform to assist enterprises in their digital transformation initiatives. Sanuker is a critical partner in this program that enables HSBC business clients to drive significant business impact through conversational commerce on Facebook Messenger, Instagram, and WhatsApp.
Offering such great digital transformation opportunities for enterprises, the company has already established an impressive footprint across the Europe and APAC regions. As Sanuker is all set to further expand in the global market, Chau asserts the company’s goal on that front, “With businesses growingly vying to meet the evolving expectations of digital customers, our business messaging solutions will continue aiding them in delivering an engaging, frictionless, and superior customer experience.”