The power of co-creation in solving customer experience challenges
Monika Lončarić
Senior Content Marketing Specialist
Customer experience has become an essential part of strategy planning for organizations across all industries. From fintech platforms to insurance providers and retailers, the customer experience determines how much trust consumers have in brands and if they will remain loyal.
Providing premium experiences should be at the heart of any communication strategy for both B2B and B2C organizations.
Our mission is to empower our customers by crafting solutions that bring ideal customer experiences to life. But to make this possible, we must understand the challenges and obstacles they face when developing the perfect journey.
If customer experience is at the heart of brands’ strategy planning, then co-creation is at the center of ours.
And the only way to co-create is by including our partners and customers in the ideation phase. And that’s why we started our flagship event called Brioni Unlocked, where some of our partners and customers joined us in Croatia for a two-day event to exchange insights, collaborate and co-create.
We wanted to learn about how we could more effectively address their challenges and complex use cases, as well as introduce new products in our pipeline that could enhance their business operations. Through workshops and roundtables, we fostered in-depth discussions between various industry leaders to work together in developing our products to fit the needs of our customers.
We learned that businesses have specific focuses to tackle each challenge they face, but there are three universal goals all businesses should hone in on for every challenge:
Increase communication efficiency
Improve ROI
Reduce costs
Read on to find out what challenges global brands across industries are facing today, and how we’ve built the right solutions to solve them.
Challenge 1: Build brand trust
Crafting quality experiences helps ensure your customers can trust your brand. Sometimes, all it takes is one bad experience for customers to start looking at your competitors. Building a reputation around reliability, consistency, and efficient communication is essential to boosting the trustworthiness of your brand with end-users.
User needs
Feeling valued and getting consistent service
Obstacles
Brands focus more on products, not customers
Business focus
Businesses should focus on building brand equity
What opportunities or technology are available to tackle this challenge?
Customers are looking for consistent and easy service. That means when they contact your business, they expect you to already know about their problems and needs. They don’t want to repeat themselves, and they are looking for fast resolution.
Having all your customer data and communications in one place can help you streamline all interactions, effectively improving communication efficiency.
Use detailed customer profiles and data to track behaviors and activity, this will help you understand which customers should be targeted for campaigns and marketing messages. Along with that having a customer data platform integrated within a customer engagement solution helps collect opt-ins and preferences to ensure messages sent are always personalized and relevant.
The same data can be used for automated reminders and notifications as well as helping contact center agents deal with customer issues as they can easily access all the information they need on one platform, ensuring they can resolve queries quickly.
Tying all this together are channels. SMS provides ubiquity and reliability, chat apps ensure a verified branded experience, and email real-time transactional messaging capabilities. With a customer data platform, cloud contact center and customer engagement solution, businesses can explore a wide range of use cases from important notifications to two-way conversations.
While looking for one platform for all your business needs, it’s important to factor in compliance with local rules such as GDPR and Schrems II, and benefit from local data centers too.
Generative AI has taken the tech industry by storm. But how can businesses utilize the technology to benefit their customers and increase trust in their brand name?
To do that they need to balance the usage of generative AI and keeping a human in the loop to boost customer relationships.
A conversational experience cloud solution utilizing generative AI is key for this. And enables businesses to use conversational design and build unique customer journeys, ensuring every user experience is of premium quality.
With generative AI, you could customize pre-built use cases for:
Conversational design enables consistent and reliable communication with customers and helps foster better loyalty, improves your reputation as a service provider, and helps you reach business goals.
Faster query resolution can help you build better brand equity. Customers want faster service at any time of day- that’s where intelligent chatbots can help.
Intent-based chatbots allow customers to experience a human-to-human conversation- just automated. Intelligent chatbots can pick up on customers’ intent and guide them through a conversation to help them get the quality of service they are looking for. Our experts work to understand your brand needs and goals and can build a customized chatbot that will yield the best results, making adjustments based on data and insights.
Chatbots not only offer benefits to your customers but help reduce the costs of contact centers and ease up the workloads of agents by allowing them to focus on complex issues and leave the self-serve queries to the chatbot.
One of the biggest challenges facing businesses is the complexity of solutions and siloed data. Customer experience solutions are often expensive, complicated, and difficult to manage. Having disjointed data and complicated solutions makes it difficult to offer customers consistent and relevant interactions, which decreases overall communication efficiency and can end up being costly.
User needs
An easy-to-use and simple solution for convenient customer communication
Obstacles
Vendor lock-in, data stored outside the organization, and high technology debt
Business focus
Simplifying solutions and offering consistent and relevant communication
What opportunities or technology are available to tackle this challenge?
CPaaS providers consisting of robust APIs, means businesses can customize their solutions on a strong and flexible software. Every organization is different and has different needs so it is essential that we offer configurable solutions to ensure integration is simple and fast, and adjustments can be made with ease.
Robust APIs help reduce the cost of integration and overall tech maintenance and allow for businesses to boost their communication efficiency based on their specific strategies and goals and continue to use their existing systems and solutions.
Building from scratch and migrating vendors is daunting. This is where a rich partner ecosystem comes into play and allows for technology usage to be democratized and simplified.
Businesses can continue to use their existing systems and programs and plug in different integrations based on their needs. This allows you to build the best solution for your business with low effort. Combine different integrations and channels that will strategically help you reach your goals based on your business needs and end-user preferences.
Platforms know too well how complicated CPaaS solutions can be, each channel requires a different API. And that’s where a unified API approach towards CPaaS can benefit B2B platform companies.
We listened to the challenges platforms were facing and built a robust and unified CPaaS API to lower costs with automated reporting and the ability to scale messaging levels throughout the year.
A unified API approach is designed to make go-to-market and sending messages to end-users even faster, scalability simple, and has all channels available on a single API.
Now platforms can offer a more tailored and cost-effective solution to their customers, making communication efficiency with end users simpler and improving ROI.
Simplifying solutions for our customers allows them to continue their businesses operations while improving overall communication with end-users. Because of this, it’s important that we offer businesses the opportunity to improve their existing systems without having to break the bank.
For example, if a call center that primarily uses a voice solution wants to add mobile or digital channels to their offering, they can access these channels through a single API and continue to use their existing call center solution from the front-end – just enriching it with omnichannel capabilities in the back end.
Challenge 3: Providing new and enhanced experiences to end-users
You want your brand to stand out to end-users and investing in enhanced experiences can help you get there. Customers are more likely to stay loyal to a brand that offers them consistent and engaging communication- but you also have to evolve with the times and offer something dynamic and new. If strategically deployed and executed, brands can reduce the cost of call centers, boost ROI in marketing campaigns and improve overall communication with the right customer experiences.
User needs
Advanced personalization and contextual engagement over the right channels and the right time.
Obstacles
Slow to market with a lack of understanding of tech solutions and low visibility on customer data.
Business focus
Satisfy customers with added value and relevance by utilizing expert consultancy services.
What opportunities or technology are available to tackle this challenge?
Communicating with brands on mobile or digital channels has become a commodity. Customers expect to have at least one way to contact your brand that isn’t voice. But that one channel is more than likely not convenient for all end-users.
Offering omnichannel experiences is the most efficient way to offer customers new and enhanced interactions. Based on their preferences, they can reach out to your brand or get notifications on their favorite channels, including:
Using a provider that doubles as a one-stop-shop for all channels and is available worldwide makes it easy for businesses to integrate and program omnichannel capabilities.
All messaging channels are available through our API or on our no-code SaaS solutions, meaning you don’t need to be an expert programmer to build use cases for conversational marketing, commerce and support.
This speeds up go-to-market and makes elevated customer experiences available in an instant. All the data collected through these channels can be stored in a customer data platform for a full 360 view of the customer including their conversation history, behaviors, and personal details they share with your brand.
Generative AI has opened innovative new opportunities for businesses like conversational cloud solutions to build tailored customer journeys for end-users.
We know creating custom conversational journeys helps build brand equity and trust- but the benefit is two-fold. Brands can also enhance customer journeys from start to finish and offer end-users new and relevant experiences that keep them engaged and loyal.
With features like pre-made conversational templates you can adjust customer journeys to suit your goals, and to fit your users’ needs and expectations by combining your data with generative AI solutions. Our interface makes it simple to create customized journeys in no time. You’ll be guided through the entire creation processes with generated prompts and suggestions to help you make the best decisions.
Although generative AI is in theory created to make development and deployment fast and simple, human intervention is still critical when it comes to creating the perfect solution. That’s where CX consultants can help with onboarding, training and in developing the right solution to resolve your brands’ biggest communication challenges.
Challenge 4: Offering trustworthy and compliant communication
Keeping communication compliant and secure is an essential part of business messaging. Data security is key in ensuring businesses can run compliant messages to avoid being barred in particular regions. Smooth migration, data cleaning and updating is critical in making sure the data is relevant enough to use for enhanced customer experiences.
User needs
Secure messaging with businesses and reliable always-on availability
Obstacles
Using dated legacy systems along with inconsistent, siloed, and scattered data
Business focus
Switch providers and offer consistent and compliant communication
What opportunities or technology are available to tackle this challenge?
Moving data from a dated legacy platform to a new platform often halts businesses from investing in enhanced conversational experiences. So, finding a provider with the right data migration service is critical.
Our data migration experts do all the heavy lifting to ensure your data is transferred securely to a local data center, data is cleaned up and relevant, and that your digital transformation is fast and easy.
Remaining compliant is a major factor in ensuring we offer the best services to our customers. We follow all the industry standards and regulations for data storage so you can start building the perfect customer journeys for your end-users.
Infobip has over 40 data centers worldwide on every continent, allowing you to offer low latency, stability and continuous service no matter where you operate. Local data centers also mean you can get support in your local language and time zone.
Keep your data local and secure so you can focus on offering consistent and secure messaging experiences to end-users worldwide.
Building solutions with customers, for customers
Working together with our customers has allowed us to create a rich portfolio of products, solutions and channels that can bring real and impactful results to businesses. Our customers are at the center of our creation process and understanding their challenges and obstacles helps us create the right solutions for each business- no matter the industry.
Our product development is never finished, and we look forward to fostering more conversations with platforms, B2C organizations, telcos and more to evolve our solutions with emerging trends that benefit the needs of businesses and end-users.
If you are interested in being part of Infobip solution development and collaborating with other industry leaders, send us an inquiry.
Co-create the next generation of communication experiences
