Pablo Estévez (left) and Jaime Navarro (proper), co-founders of GUS, and Ignacio Diego (heart), nation supervisor in Spain.
In the digital world, gross sales don’t at all times finish with a easy click on in the online retailer: in lots of circumstances, the buyer wants extra info or clarifies doubts earlier than making the buy choice. This course of, during which the model engages in a direct dialog with the person, is called conversational commerce or c-commerce, and it has an incredible impression on the business, as a result of, effectively managed, it will increase person satisfaction and may enhance gross sales by as much as 65%. That is what the Spanish startup ensures GUS, specialised in applied sciences utilized to the buyer expertise.
The know-how developed by Gus permits that conversational commerce, which started from chatbot built-in into the organizations web site or app, immediately, due to the most modern options primarily based on automation and Synthetic Intelligence, may be channeled by means of any communication platform, together with messaging apps like WhatsApp, Fb Messenger or Instagram, in order that firms can contact their prospects in the means that most accurately fits their preferences.
“Social networks have a excessive penetration in our nation. In accordance with a current research by Hootsuite and We Are Social, 80% of Spaniards use them each day and spend about 2 hours every day, with WhatsApp being the favourite, adopted by YouTube, Fb and Instagram. Our forecasts recommend that in the subsequent few years 90% of conversational commerce will happen by means of immediate messaging apps comparable to WhatsApp ”, he says. Jaime Navarro, co-founder of GUS.
Gus presents its companies by means of a Software program as a Service (SaaS) mannequin, in order that any firm regardless of its measurement can entry these modern instruments to supply its prospects personalised conversational experiences, both from their web sites or e-commerce apps, or by means of their most popular communication channels: WhatsApp, Fb , Instagram, and many others. Its platform is succesful of automating round 75% of customer support duties, which interprets into important price financial savings that may attain 60%.
“By our options, manufacturers can combine their messaging channels with their customer support platforms, offering them with 24/7 service. Likewise, they will additionally use these channels to launch segmented advertising campaigns, personalizing the content material and introducing interactive buttons that facilitate the expertise. However for sure, the most fascinating factor it presents is its integration with information sources comparable to Shopify or Salesforce, permitting to automate notifications and the complete buyer journey of many firms ”, explains Jaime Navarro.
GUS was created in 2015 by Jaime Navarro, Pablo Estévez and Daniel Zenteno. Presently, it has places of work in Madrid and Mexico Metropolis and has greater than 65 world purchasers in Spain and Latin America. In Spain, organizations comparable to Aquaservice, Juguettos, ONCE, CCC Programs or the Guipúzcoa Provincial Council belief her.
Success story: Luuna, customer support through Instagram
Gus is an organization licensed by Fb to develop options for its messaging channels, and one of its reference companions for creating bots. Collectively, each firms have carried out a pilot take a look at with the Mexican e-commerce Luuna, devoted to the sale of merchandise for relaxation. With the Messenger API for Instagram, the model can reply shortly and successfully to prospects, which has resulted in constructive critiques and elevated gross sales.
Amongst the enhancements achieved due to this modern customer support system, Luuna has managed to scale back the response time to person messages by greater than eight instances, enhance the conversion charge by 10% and scale back unfavorable critiques by half about the model.
“The case of Luuna is a transparent instance of how automation will help firms handle a number of platforms and optimize the customer support expertise. From GUS we will help firms of all profiles and sizes to streamline communication companies, drive business outcomes and encourage constructive buyer suggestions, “says the firm’s co-founder.