Today's customers expect to connect with businesses on the channels of their choice, anytime, anywhere and while many companies strive to fulfil these expectations, the reality is that connecting diverse communication channels and creating a unified customer experience across them is hard.
To provide truly connected customer experiences, companies need omnichannel capabilities, a 360-degree overview of the customer, and complete agent empowerment.
Companies are increasingly turning to Infobip to achieve these capabilities and build long-lasting customer relationships, reads a press release.
Infobip's omnichannel communication platform combines the best conversational channels through marketing automation solutions and chatbots to create a superior customer experience.
Customer Insights and Real-time Personalization
Real-time personalization eliminates friction, improves convenience, and ensures that what you want to say is heard.
With platforms such as Infobip’s People, businesses leverage end-to-end customer data to gain real-time customer insights into customer behaviour, product usage, and channel preferences.
Consequently, businesses can generate a stronger customer profile that leads to hyper-personalization in terms of sending proactive messages to customers like reminders, notifications, targeted campaigns, loyalty messaging, birthday wishes, etc.
Customer Engagement Hub
There are 3 major things customers want to see from brand communications which are:
1. Discount and sales details
2. Information when a new product or service becomes available
3. Notifications on transactions and payment
It is essential to have the ability to send these out at the apt moment, on a relevant channel.
Businesses rely on customer engagement hubs like Moments that make creating and managing such omnichannel messaging campaigns simpler and more effective, allowing them to create engaging moments to understand, empathize, and proactively reach out to customers.
Customer engagement hubs help businesses better understand their customer, react to their actions, anticipate their needs and communicate with them in a relevant manner.
They allow businesses to unify all data in one place and create personalized messaging campaigns with intelligent event-driven and behaviour-based automation- across the channels customers prefer.
Infobip is passionate about helping businesses build better relationships.
Moments allows businesses to create long-term customer relationships to drive results with a human touch via a true omnichannel experience through Infobip’s extensive channel portfolio - WhatsApp, Facebook Messenger, Viber and many other chat apps, SMS, Email, RCS, Mobile App Messaging, and more.
Cloud Contact Center and Chatbot Building Platform
Empowering agents is key to delivering faster and improved customer experiences. A cloud contact centre such as Conversations gives agents everything they need to respond to the customer.
It combines conversation history, customer data profiles, and context cards across channels – Chat Apps, SMS, Email, Voice, and more - into a single interface.
This means that agents can continue the conversation anywhere at any time and can provide service on the go with the Conversations Mobile App.
What’s more, companies can now eliminate customer hold times with chatbots that provide instant responses.
Platforms such as Infobip’s Answers let you quickly build keyword- or intent-based chatbots without the need to write any code.
Such chatbots can offload frequently asked questions from agents in only a few steps and adding automation to a cloud contact centre also enables the transfer of complex queries to agents when needed.
When customers know they’ll get the information they’re looking for within seconds or minutes of making contact, they’re more likely to stay loyal to the brand.
Infobip is empowering companies to better deliver digital experiences so their customers can get the right message, at the right time, on the right channel.
The technology used at a relevant moment to create convenience makes a consumer’s day run that bit better and that’s why the brands trust Infobip.