Revolutionizing Customer Engagement: How AiSensy Leverages WhatsApp to Outperform Traditional Channels

CXOToday has engaged in an exclusive interview with Gautam Rajesh Shelley, Founder, AiSensy

1. How do you currently engage with your customers at scale, and what limitations have you experienced?

WhatsApp is our primary channel of communication! Whether it’s feature launches, updates, payment reminders and more; we ensure to connect with our customers on WhatsApp, helping them out with their queries as well as providing them with regular updates.

Communicating over WhatsApp, we are yet to face any limitations as our customers are just one click away & AiSensy helps us build that personalized relationship with all our customers.

2. How important is real-time, personalized communication in your brand’s engagement strategy?

Real-time, personalized communication is absolutely crucial for us! We have customers across 53+ countries and it’s important for us to keep them updated on everything that’s new at AiSensy. WhatsApp broadcasts allow us to share product updates, collect feedback, and maintain a personal connection with our audience. It’s more than just communication—it’s about building trust and relationships that matter.

3. Do you think WhatsApp’s 98% open rate provides a competitive advantage over traditional communication channels?

Absolutely! Compared to email’s average open rate of 20-21%, WhatsApp’s 98% open rate is a game-changer. Everyone uses WhatsApp—it’s where people spend an average 35 minutes a day connecting with friends, family, and businesses. For us, it’s the perfect channel to ensure our messages are not just seen but acted on.

4. How would an unlimited WhatsApp broadcasting feature transform your ability to communicate during peak sales events or product launches?

Broadcasting at scale on WhatsApp via AiSensy is a gamechanger!! Whenever we have a product launch or feature update, we use WhatsApp to create buzz and keep our customers informed. The ability to share updates instantly means we can maximize engagement and drive results faster. It’s a direct, instant way to share exciting updates and drive engagement without any hassle.

5. Are you open to exploring how automation in WhatsApp broadcasting can reduce your operational load while enhancing customer experiences?

Automation is already a big part of what we do, and we’re always open to making things even better. Many of our customers integrate their CRMs & ecommerce platforms to automate order confirmation, abandoned cart reminders and many more useful notifications!

Automated WhatsApp messages can save time while ensuring that customers receive timely, relevant updates. It’s a win-win for both efficiency and customer experience.

6. Are your current email campaigns achieving satisfactory open and click-through rates?

Honestly, email campaigns can’t match the kind of engagement we see on WhatsApp. Emails tend to get lost or ignored, but WhatsApp cuts through the noise and delivers immediate results.

On WhatsApp, messages are delivered instantly, and with a 98% open rate, we know our customers are seeing and responding to our updates. It’s a no-brainer for us to focus on WhatsApp for critical communication.

7. How often do your email campaigns end up in spam folders or get ignored by customers?

It happens more often than we’d like. Emails have their place, but let’s face it—many end up in spam or simply go unnoticed.

That’s where WhatsApp shines.

There’s no spam folder to worry about, and our messages are delivered directly to the customer’s phone. It’s an instant and reliable way to connect without worrying about being ignored.

8. Would you consider transitioning from traditional email campaigns to WhatsApp for higher engagement and immediacy?

We already use WhatsApp as our primary channel because it delivers the kind of engagement and immediacy emails simply can’t. WhatsApp allows us to connect with customers in real-time, share updates instantly, and maintain a personal touch that emails often lack. It’s all about meeting customers where they are and delivering value in the moment, and WhatsApp is that place.

9. How do you currently address the challenge of email fatigue among your audience?

Email fatigue is real, and it’s something we’ve actively worked to overcome. Instead of overloading inboxes, we’ve shifted to WhatsApp as our primary communication channel.

By using WhatsApp, we can keep messages short, engaging, and personalized, which reduces the risk of overwhelming our audience. It’s all about quality over quantity, and WhatsApp helps us strike that balance perfectly.

10. Do you think WhatsApp’s ability to combine multimedia messages with real-time delivery makes it a superior marketing channel?

Definitely! WhatsApp’s ability to send multimedia messages—whether it’s images, videos, or PDFs—makes it incredibly versatile and rich. We can share product demos, guides, or even quick updates in a way that’s both engaging and informative.

Combine that with real-time delivery, and it’s a no-brainer why WhatsApp is superior. It allows us to create an intuitive experience for our customers while ensuring the message gets delivered instantly.

11. Are you interested in exploring how WhatsApp broadcasting can deliver the same marketing content with better results compared to email?

We’re already seeing the benefits! WhatsApp broadcasting consistently delivers 5x better results than traditional email campaigns. It’s faster, more engaging, and reaches customers where they’re most active.

For us, WhatsApp is not just an alternative—it’s the future of marketing. The results speak for themselves, and we’d love to explore more ways to maximize its potential.

12. What steps are you taking to adapt to customers’ changing preferences for instant messaging over email?

We’re meeting our customers where they spend their time—on WhatsApp. By prioritizing instant messaging via WhatsApp, we’re able to provide real-time updates and personalized communications that fit their preferences.

It’s about being proactive—analyzing customer behavior and adapting our strategies to ensure we’re always delivering value in the way they prefer.

13. Have you analyzed the ROI of your email campaigns, and do you believe WhatsApp could drive better outcomes?

The ROI on email campaigns often falls short compared to WhatsApp. With its higher open rates, better engagement, and faster delivery, WhatsApp consistently drives better outcomes for us.

It’s not just about the numbers—it’s about the experience. WhatsApp allows us to build stronger connections with our customers, which ultimately leads to better results.

14. How important is personalized messaging in your marketing efforts, and do you think WhatsApp offers an edge over email in this area?

Personalized messaging is at the heart of what we do. Customers expect businesses to understand their needs and deliver relevant updates. WhatsApp makes this incredibly easy.

Unlike emails, WhatsApp allows us to send tailored messages that feel personal and immediate. It’s not just an edge—it’s a significant advantage that helps us stand out in a crowded market.

15. Would you like a demonstration of how AiSensy can simplify and enhance high-volume marketing compared to email campaigns?

We’d love to show how AiSensy makes marketing on WhatsApp simple, efficient, and far more impactful than email campaigns. Whether it’s broadcasting, native WhatsApp forms, automation, or collecting payments on WhatsApp, we’ve got the features to take your marketing efforts to the next level. Let us know when you’d like to see it in action!

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