Global cloud communications platform Infobip says it has launched a new omnichannel customer engagement hub, making it possible for brands to better understand and reach consumers in the modern digital era.

Called 'Moments', the communications platform unifies all channels onto one platform to reach customers where they are, with personalized communications that will improve marketing results for companies. 

The omnichannel uses Infobip’s mobile first telecommunications legacy to enable marketers to build lasting relationships over an extended range of the world’s most popular digital communications channels. These channels include chat apps (WhatsApp, Viber, Facebook Messenger, Line, KakaoTalk etc), SMS, email, voice, mobile apps, websites, and emerging channels such as RCS.

Infobip says on their website that the company's local presence in various regions enables them to react faster and have everyday interactions with their customers, providing solutions in line with their needs, local requirements and based on proven best-practices. Infobip has offices in Côte d’Ivoire, Ghana, Kenya, Morocco, Nigeria, South Africa and Tanzania.

Key features

The key features of the platform include:

Easy cross-channel campaign management:  This allows marketers to create, orchestrate and run campaigns across Infobip’s vast portfolio of channels through a single interface. Messaging campaigns can be delivered and scaled at the right time on the customer’s preferred and most relevant channel.

Unified customer data: This creates richer customer profiles by connecting and unifying data from multiple sources, enabling businesses to understand customer needs better and create personalized campaigns.

Smarter audience segmentation: This features allows marketers to personalize messaging campaigns at scale by segmenting audiences based on events, tags, behavior, or special occasions.

Dynamic marketing automation: This feature allows marketers to onboard, activate and reengage via multistep campaign automation, and create event and behavior-based triggers to respond instantly to customers actions.

Powerful analytics: Through event and segment analytics, businesses can optimize customer interactions by setting goals to track conversions and access insight-driven funnel reports. There is also the ability to test which messages and channels get maximum engagement results with A/B testing.

Enabling communication consistency

“The new age, ‘always on’, customer expects to interact with a brand anytime, anywhere and on any device. Our omnichannel customer engagement platform helps marketers achieve brand consistency whilst reducing friction on all touchpoints across the entire journey,” says Douglas van Wyk, Regional Manager at Infobip SADC.

‘Moments’ helps marketers and brands create and activate highly effective campaigns that will resonate with customers on a personal level by providing a 360 view of the customer and unifying today’s most popular communications applications onto one platform. This allows brands to reach customers on their preferred channels with contextualized content that can very quickly help drive better outcomes for the business.

Adrian Benic, VP Products for Infobip notes: “For those brands looking to provide a service that fosters trust and loyalty, simply knowing your customer isn’t enough. You need to understand and empathise with them and know how they like to experience different channels. Some channels, like WhatsApp for example, are today widely used for everything from communicating with a health professional to a grocery delivery provider, so it’s important to make sure you include something like this into the mix and meet customers where they already are. Similarly, an SMS tends to be read instantly whereas an email might sit in someone’s inbox for a while without needing an instant response. It’s about understanding the ecosystem and planning customer engagement around that.

Based on these behaviours, our ‘Moments' solution enables marketers to offer a truly bespoke experience by delivering messages on the widest range of programmable channels offered by any platform for today’s modern consumer, at a time that’s appropriate with relevant information. It’s part of the evolution – spurred by the ‘new normal’ – to a customer centric form of marketing”

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