Global cloud communications platform Infobip has launched a new Conversational Everything Blueprint to enable brands embed conversational experiences for customer communications. A guide to help businesses stay ahead of the growing trend towards more personalized, end-to-end customer journeys from promotion to purchase and support through popular chat apps, Infobip’s data demonstrates customers want to connect with brands on the channels they already use such as chat apps.
Infobip’s Conversational Everything Blueprint explains how brands can create such customer journeys using a conversational one-stop shop such as Infobip, which simplifies the process for brands.
By developing meaningful conversations across the customer journey, businesses can increase customer satisfaction and loyalty through personalized and always-on customer support, increase conversion rates, create additional revenues streams by adopting new digital channels and services and reduce customer service costs: with automated support through chatbots and live agents.
The blueprint also explains how organizations can embed conversational experiences across all customer touchpoints from marketing to sales and support. By combining marketing and promotional campaigns, businesses can engage customers in real-time using two-way conversations on their favourite channels.
Businesses can also boost sales by shaping hyper-personalized end-to-end customer journeys on a single communications channel, where customers go from search to purchase in minutes. What’s more, conversational experiences can help brands provide always-on, automated support over customers’ preferred channels, with seamless agent takeover for a more personal experience.
“This fast-moving transition may sound very demanding and resource intensive, especially for brands that are relying on traditional communication channels, but with Infobip's Conversational Experince suite, this is not the case," commented Tonko Šarac, Director of Go To Market at Infobip.
"Leveraging on it class-leading experience in the communication industry Infobip has simplified this transition for the brands to the maximum, detecting and providing already pre-worked and templated conversational flows, of the shelf, which can be activated in a matter of days.”