In today’s digital era, customer experience is the defining factor for business success. With consumers expecting instant, seamless, and personalized interactions, brands must adapt to communication channels that their customers already trust and use daily. One platform stands out in this space—WhatsApp.
Enter AiSensy, a game-changer in WhatsApp-based marketing and engagement. Built on the official WhatsApp Business API, AiSensy empowers businesses to enhance customer interactions, automate communications, and drive revenue through real-time, AI-powered engagement. With a vision to revolutionize how businesses connect with their customers, AiSensy has already enabled over 20,000 businesses, helping them generate significant revenue through personalized WhatsApp interactions.
A Visionary Entrepreneur
Today, we have the privilege of speaking with Mohit Dua – Co-founder & CBO (Chief Business Officer), AiSensy. A visionary entrepreneur with a deep passion for marketing and automation, Mohit has successfully built and scaled multiple ventures. Under his leadership, AiSensy has not only transformed customer engagement but has also been recognized as Meta’s Emerging Partner of the Year 2023.
In this conversation, we’ll explore how AiSensy is redefining customer experience, the impact of WhatsApp engagement on business growth, and what the future holds for AI-driven conversational marketing.
Understanding AiSensy’s CX Strategy
Q1. AiSensy has been instrumental in driving revenue growth for businesses. How do you define an exceptional customer experience in the context of WhatsApp engagement?
MD: An exceptional customer experience on WhatsApp means timely, personalised, relevant conversations that drive meaningful engagement. At AiSensy, it’s all about making customer communication frictionless, ensuring quick responses, understanding user intent, and guiding customers effortlessly through their buying journey, leading directly to increased conversions and customer loyalty.
With our intuitive multi-agent live chat dashboard, businesses can seamlessly add their entire customer support team and handle hundreds of customer queries easily. Our drag-and-drop chatbot builder ensures that businesses keep their operations active 24×7 & automates replies to 85% of customer queries accurately.
Enhancing this further are our Gen AI Chatbots, which respond naturally like human agents, trained on past chats, help documentation, and business-specific details.
Q2. With 2Bn+ messages exchanged through AiSensy, what are some key insights you’ve gathered about customer preferences and behavior on WhatsApp?
MD: With over 2Bn+ (200 cr) WhatsApp messages exchanged via AiSensy, we’ve noticed customers significantly prefer quick, personalised responses over generic messaging. They appreciate rapid query resolutions and richer messaging experiences involving product catalogs, images, or voice notes. Importantly, delayed responses notably decrease customer satisfaction, undermining trust and business credibility. Hence, prompt responses are essential for high engagement and conversions.
Seamless and Personalized Interactions
Q3. How does AiSensy ensure seamless and personalized interactions for businesses using your platform?
MD: At AiSensy, we help businesses personalize their communication, making it easy to build customer relationships, nurture leads, provide instant support, and ultimately drive revenue growth. Powerful features like WhatsApp catalogs, one-click Shopify/e-Shop integrations, native WhatsApp payments, WhatsApp forms, Gen AI-driven chatbots & webviews help businesses seamlessly build a complete conversion funnel right on WhatsApp.
AI & Automation in CX
Q4. AiSensy leverages AI-powered automation for customer engagement. How do you balance automation with the need for human interaction in customer support?
MD: AI-powered features are taking customer engagement on WhatsApp to new heights. Gen AI Chatbots provide instant replies, cutting down wait times and improving customer satisfaction. Personalization, driven by AI, lets businesses tailor messages to user preferences and past interactions, making communication more relevant. Behavioural analytics helps understand customer actions and predict future behaviour, enabling businesses to develop strategies that better connect with their audience. Together, these AI tools create deeper, more meaningful customer relationships on WhatsApp.
To balance AI automation effectively, AiSensy allows businesses to add multiple live chat agents to seamlessly step in when customers require human assistance, ensuring both efficiency and a personal touch.
Q5. What role does AI-driven customer segmentation play in improving customer experience on WhatsApp?
MD: AiSensy’s advanced customer segmentation helps businesses segment audiences based on who read, clicked & replied to a business’ WhatsApp broadcast. This increases message relevance, improves response rates, and enhances the overall customer experience by ensuring customers receive communications that truly resonate with their specific needs.
Q6. Can you share any success stories where AiSensy’s chatbot automation significantly improved CX for a brand?
MD: A great example is Ankur Warikoo’s brand, WebVeda, which offers online courses. They utilized AiSensy’s chatbot to automate sales & customer queries. Their dynamic chatbot effectively answers virtually every customer query, from sales inquiries to technical support and course upgrades. It seamlessly integrates with their CRM, significantly improving customer satisfaction. Additionally, the chatbot efficiently routes conversations needing human attention directly to live agents, ensuring comprehensive support.
Enhancing Omnichannel Customer Support
Q7. How does AiSensy integrate with existing customer experience platforms to create a unified communication system across multiple channels?
MD: AiSensy integrates seamlessly with leading CRM platforms like HubSpot, Zoho CRM, and many more. These integrations enable businesses to synchronize CRM data effortlessly, automate WhatsApp notifications based on customer activities, and achieve communication goals directly within their existing CRM tools.
For instance, connecting AiSensy with HubSpot allows businesses to automate WhatsApp notifications based on customer actions, enhancing engagement. By unifying these platforms, AiSensy helps businesses to deliver personalized, context-rich experiences that strengthen customer relationships and drive growth.
Q8. Many brands struggle with response times on digital platforms. How does AiSensy’s shared team inbox feature help businesses enhance customer service efficiency?
MD: AiSensy’s multi-agent live chat dashboard significantly enhances customer service efficiency by allowing businesses to deploy their entire support team effectively. The dashboard categorizes conversations into three streamlined sections: active chats handled by chatbots, requesting chats requiring human attention, and intervened chats where the actual conversation happens in real time between agents and customers. This structured approach ensures rapid responses, real-time communication, efficient issue resolution, and ultimately, improved customer satisfaction.
Most Common Pain Points
Q9. What are the most common pain points businesses face when using WhatsApp for customer engagement, and how does AiSensy address them?
MD: Common challenges businesses face on WhatsApp include slow response times, limited personalization, and difficulties in scaling operations. AiSensy directly addresses these issues using advanced Gen AI chatbot automation, no-code chatbots, and our scalable multi-agent live chat dashboard. These tools collectively streamline communication, ensuring prompt, personalized, and efficient customer engagement.
We have seen many brands who started working with us to offer WhatsApp support as an additional support channel but have now doubled down on WhatsApp. Now, their entire support queries get resolved on WhatsApp itself.
CX Metrics & Business Impact
Q10. AiSensy claims to help businesses drive 25-80% of their revenue. What key CX metrics do you use to measure the impact of WhatsApp engagement?
MD: We measure critical CX metrics such as message open rates, engagement rates, click-through rates, and response rates. Also, we measure how much GMV is collected by the business natively on AiSensy via WhatsApp Payments. AiSensy provides businesses with detailed analytics to identify high-intent audiences, segment them efficiently, and retarget effectively with personalized messaging strategies aimed at driving conversions.
Q11. How do you ensure that customer satisfaction is continuously optimized as businesses scale with AiSensy?
MD: AiSensy ensures continuous optimization of customer satisfaction through comprehensive analytics. Businesses can swiftly identify friction points, refine communication strategies, and consistently deliver high-quality personalized communication at scale, maintaining excellent customer experiences even as operations grow.
Future of CX & AiSensy’s Roadmap
Q12. As a WhatsApp Business Solutions Provider and Meta’s Emerging Partner of the Year, what’s next for AiSensy in the CX space?
MD: AiSensy continues to innovate with advanced Gen AI capabilities, enhanced predictive messaging, deeper CRM integrations, and next-generation customer analytics. We aim to make WhatsApp the most sophisticated and intuitive customer experience platform, continually meeting evolving business needs with seamless, personalized, and highly efficient communication.
Q13. How do you see WhatsApp evolving as a customer experience tool in the next five years?
MD: In the past 2-3 years, we’ve seen WhatsApp evolve into a primary marketing channel, adopted by businesses across all sizes and industries. Today, we are already seeing businesses drive upto 95% of their revenue using WhatsApp via AiSensy. In the coming years, we expect even more AI innovations, predictive messaging, and deeper integrations with other business tools. AiSensy stays ahead of the curve by constantly innovating—our AI-powered ads manager, WhatsApp forms, webviews, no-code chatbot builder, Gen AI chatbots, and robust CRM integrations are just a few examples. Plus, our exceptional customer support ensures that businesses of all sizes can leverage these cutting-edge technologies without a steep learning curve.
5mn+ Businesses by 2025
Q14. AiSensy aims to empower 5 million+ businesses by 2025. What innovations can we expect from AiSensy to further enhance customer experience?
MD: We are adding multiple AI features to our portfolio that will assist businesses in automating WhatsApp marketing as well as help them drive its complete potential for their businesses.
With platforms like ChatGPT 4.5, Claude, and Grok3 in the mix, we’re rolling out several new AI innovations. Gen AI chatbots will play a major role here! AI chatbots learn and adapt over time—answering customer queries accurately and even closing deals just like a human agent.
Our Gen AI template message generator helps businesses create high-converting WhatsApp template messages that are optimized for better click, open, and reply rates.
Additionally, our AI Ads Manager leverages smart Lead Optimization to help businesses acquire 5x quality leads at their existing budget. Plus, our Purchase Optimization makes sure we keep on optimising the Ads with a more purchase intent audience.
With our Gen AI ads generator, businesses will be able to create quality graphic ads in seconds using the right prompt. And that’s just the start—there are many more exciting AI features on the way. We believe AI can boost a business’s revenue by 3 times, and that’s exactly what we’re aiming for.
Closing:
Now, we wrap up this insightful conversation. It’s clear that AiSensy is at the forefront of transforming customer engagement through WhatsApp. AiSensy is enabling businesses to provide instant, personalized, and seamless communication. AiSensy is not just a platform—it’s a catalyst for customer-centric growth and success.
Under the leadership of Mohit Dua, AiSensy continues to innovate, scale, and empower businesses. It ensuring they stay ahead in an ever-evolving digital landscape. With its AI-driven automation, omnichannel support, and deep customer insights, AiSensy is redefining what it means to connect with customers in real-time.
As businesses increasingly recognize the power of conversational marketing, the role of WhatsApp in customer engagement will only grow. With AiSensy leading the way, the future of customer experience is smarter, faster, and more impactful than ever before.
Thank you, Mohit, for sharing your vision and insights. We look forward to seeing AiSensy continue to shape the future of digital engagement!
