Creating Connected Customer Experiences

The global lockdown has accelerated the switch for companies to adopt a cloud-native approach and invest in innovative technologies that support the next wave of scalable communication applications.

This switch has led businesses and people to look to technology to define how we stay connected to family, friends, colleagues, and our favorite brands.

But for businesses, staying connected isn’t just about devices, channels, and systems. It’s about having the right cloud-based infrastructure that allows you to stay connected from anywhere on the right channel, at the right time, and with the right message.

Opting for off-the-shelf solutions is no longer feasible. The need of the hour is an innovative communication solution built on a reliable, secure, and scalable platform that can provide connected customer experiences, just like Infobip’s omnichannel communication solutions over Microsoft Azure.

Customers can expect to be reached on their preferred channels such as WhatsApp, SMS, or Email, receive personalized support and service, along with all the real-time communication features, in an effortlessly connected way.

Here we highlight how using Infobip’s omnichannel communication solutions over Microsoft Azure can help you build connected customer experiences.

Using siloed solutions that are not scalable has left customers feeling disconnected, creating a gap between communication technology and people. CX leaders need to invest in scalable and innovative communication solutions over reliable platforms to bridge that gap and ensure customers are continuously engaged.

To achieve this, Infobip’s omnichannel communication solutions take the best part of conversational channels, CX, chatbots, and marketing automation and unites them into a comprehensive platform for creating connected customer experiences.

How does this help?

A data platform and customer engagement hub helps businesses leverage end-to-end customer data to gain real-time insights into behavior, product usage, and channel preferences – resulting in stronger customer profiles and hyper-personalization. This empowers businesses to provide proactive messaging such as:

Thereby allowing companies to go beyond transactional messaging by embedding connected experiences to help customers take action and achieve business goals. Combining this with a cloud contact center and chatbot building platform enables live and virtual agents to recognize customers’ intent and deliver personalized support to improve the sales or service experience, leading to:

Delivering connected customer experiences rests in businesses ensuring they have the right communication technology to provide one-to-one service and support, online and in-store through conversational channels, live agents, and on-demand chatbots.

For that, you need the right technology to:

Infobip’s partnership with Microsoft Azure aims to provide the best of communication technology, cloud scalability, development efficiency, and security. Together, we help deliver personalized, omnichannel communications and services – as and how your customers need them.