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Gupshup Acquires OneDirect to Enhance Customer Experience

Customer Experience (CX), Customer Service, Customer Engagement, Customer Experience Management (CEM), Customer Relationship Management (CRM), Customer Communication Management (CCM), Customer Data Platform (CDP), Customer Journey Mapping (CJM), Customer Journey, Loyalty Technology, Personalization Engines, Voice of Customer Platforms, Digital Transformation, Customer Experience News, CX News
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Gupshup, a leading conversational engagement platform, announced the acquisition of an AI-enabled customer experience management company, OneDirect. This acquisition is aimed at enhancing Gupshup’s conversational solutions with unified customer experience modules to provide elevated customer experience.

Gupshup helps businesses in strengthening customer engagement through conversational messaging. OneDirect offers businesses a 360-degree view of their customers and helps in managing customer conversations across multiple channels like WhatsApp, Instagram, SMS etc. By incorporating OneDirect’s tools into Gupshup’s platform, the company intends to elevate their customer experience through omnichannel conversational engagement and intelligent Agent Assist solution.

Beerud Sheth, Co-founder and CEO, Gupshup, said, “Customer support is being transformed with conversational experiences that deliver instant, personalized experiences using both automated and manual solutions across a range of messaging channels. Businesses are using these solutions at scale to dramatically increase customer delight and reduce support cost,” OneDirect, with their proven leadership in helping leading brands transform omni-channel customer service, is a valuable addition to our Conversational Engagement Platform. We welcome OneDirect to the Gupshup family”.

OneDirect’s live agent assist solution enables chatbot automation which will allow Gupshup to interact with customers at any time and to resolve customer issues in real-time with ease. Furthermore, its service management platform, feedback management platform, advanced analytics engine, messaging solutions, and customer services will allow Gupshup to obtain a solid understanding of their customers. The platform will support active listening, monitor social media data, analyse past interactions, and work on feedback to make data-driven decisions. Combining these features on a single platform will lead to enhanced communication between companies and customers and allow them to deliver seamless customer experience.

“We are excited to join the Gupshup family and look forward to building more efficient and personalized conversational experiences. Gupshup’s advanced AI capabilities combined with OneDirect’s robust customer service and engagement platform will provide businesses the ability to reinvent customer experience,” said Vishrut Chalsani, Co-founder, and CEO, OneDirect.

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