When the pandemic hit, businesses had to adapt very quickly to meet the new needs of customers forced into lockdown and social distancing.
Many industries shifted towards cloud communications to accelerate digital transformation and found themselves introducing innovative technology almost overnight to maintain the service levels and experiences enjoyed by customers previously. In some cases, businesses found these innovations boosted experience, and represented vehicles for increasing loyalty and retention. Customer experience became the new differentiator with businesses becoming more aware that communicating and staying connected with customers wasn't just about devices, channels, and systems but ensuring that these were used in a way that delighted customers.
In the post-COVID-19 world, businesses through digital transformation now have a wealth of data that forms the basis of actionable insights they did not have before. This data if used properly, is the foundation for good communication – relevant messages delivered to the right person, at the right time through the right channel.
The ability to deliver contextual messages to customers over a multitude of channels in a coordinated fashion will soon be regarded as the norm and any business not offering omnichannel communications to its customers risks losing out to competitors. New use cases spanning all industries from retail, through financial service to healthcare are springing up daily all showcasing the power of digital.
There are indeed limitless ways enterprises deliver an always-on customer experience – the key is to find a good fit tech partner to help you navigate the software.
Infobip, founded in 2006, is one of the leading global providers of cloud communications.
Its Communications Platform as a Service (CPaaS) provides all necessary channels to deliver an omnichannel customer experience that drives business impact, from creating a verified WhatsApp Business ID, activating Facebook Messenger or Viber for Business, Live Chat through to Google Business Messaging -the options are endless. With operations in the Asia Pacific region since 2010, it has also been present in Bangladesh since 2015, and in February 2017, a new office was opened in Dhaka to expand its local footprint.
Here are some of the significant messaging solutions offered by Infobip for businesses.
Bangladesh is the ninth largest and one of the fastest-growing telecom markets in the world. Infobip expanded into the country to employ a more active approach to the market. Facebook messenger is the most actively used messaging channel in Bangladesh for customers to discover products and services showcased by businesses. With over 47.2 million Facebook users, which is 28 per cent of the total population of the country, this is the platform where customers explore business pages first even before visiting their website or app. Businesses can provide customers with automated instant answers to their queries while replacing calls with messages by integrating a simple chatbot with the messenger.
Businesses should consider automating their customer communication over Facebook via an AI-based chatbot building platform, Answers. It enables live agent takeover and significantly reduces pressure from the call centers. The 24/7 automated support helps in increasing customer satisfaction. Infobip's motto is 'Worlds Connected.' The company aims to help businesses in Bangladesh and across the globe deliver satisfying experiences by digitally renovating their engagement strategies. Answers, Infobip's intelligent AI-based chatbot building platform, allows brands to significantly reduce pressure from the centers.
WhatsApp Business API
With 2 billion active users worldwide, WhatsApp is ranked as the most used messenger app. Therefore, connecting with the user via their favorite mobile application is easier and more beneficial. An enterprise can introduce all of its services through WhatsApp Business API for the clients by getting a verified sender name and a logo. Template-based personalised and unified messaging, along with rich media, will help enrich customer communication. Furthermore, real-time analytics and reporting are available to track performance and progress.
There are limitless ways the company can help enterprises deliver an always-on customer experience - from onboarding to customer support over WhatsApp. Creating a self-service AI chatbot, faster onboarding, credit card activation, loyalty points reminders, and status notification, are some of Infobip's offerings. The company also enables the businesses to update real-time financial transactions, share package delivery location, invoice generation, and reduce hold time in call centers. Infobip's extension of its CPaaS platforms, Conversations, allows businesses to monitor and manage communication via a user-friendly interface.
Viber for Business
Viber is one of the most widely used messaging apps in Bangladesh. It witnessed a massive 72 per cent growth in activations in 2020 compared to 2019. Infobip is committed to creating an interconnected ecosystem of various communication channels and focuses on customer engagement, channels, platform and connectivity. Viber's rich media messaging options can help big and small businesses to deliver personalised one-on-one experiences to their customers. Viber is quite effective in promoting business offerings and boosting sales by designing high-performing automated campaigns. The best part about Viber is that it switches to SMS when WiFi isn't available, ensuring that messages deliver on time.
Live chat tool is highly effective in closing deals by offering real-time access to information and answers over a website or app, especially when integrated with an AI-based chatbot or live agent. It ensures uninterrupted, always-on customer support and generates potential leads by serving customers during their urgency. Adding the Live Chat feature to their communication strategy, enterprises can engage and retain much more customers.
Google Business Messaging
Infobip's Google Business Messages is a brand-new messaging solution to empower businesses to turn search results into chat opportunities on Google Search, Maps, and even over their channels. The whole idea is for a company to be there when customers need them and getting the opportunity to engage in real-time. From scheduling an appointment and getting feedback in real-time to shifting phone calls to text messages, Google Business Messaging helps convert searchers into buyers by showcasing the best offers for customers. With over 3.5 billion Google searches per day, it allows businesses to chat as many times as possible.
Providing a connected customer experience is a matter of time and persistence, no matter how many messaging solutions a business offers. The main objective is to enable customers to self-service while giving them the option to switch between channels.