The newly launched platform will help the SME firms to customize messages and respond to individual customers using the WhatsApp dashboard.
Ravi Sundararajan, chief operating officer at Gupshup, said that WhatsApp Self-Service will make it easier for small and medium enterprises to use the social media platform for customer communication.
Gupshup was founded by Beerud Sheth in 2004. It is a messaging services company with primary operations in India, US and UK.
It has been providing SMS, email, Voice, USSD and IP messaging and chatbot development services to leading BFSI, Retail, e-commerce companies.
Also, the platform already provides WhatsApp enterprise customers access to programable messaging APIs and managed services to enable them to connect with customers over WhatsApp Business
“After having worked with large enterprises, we wanted to make it easy for SMEs to use the platform. While the platform will be launched globally, India is a focus market given the large number of small and medium enterprises here,” Sundararajan added.
He further said that SMEs can use the platform for a range of tasks, including creating a simple bot to respond to frequent questions and an auto template management feature.
“This would be mainly for customer support and enterprises can create a bot to respond to specific questions. We see this having traction in fintech, as well as other industries like consumer goods or real estate,” he added.