The latest engagement channel on Infobip’s communications platform will help brands engage customers early in their journey and expands range of digital customer touch points to widest available on the market.
Global cloud communications company, Infobip has integrated Google’s Business Messages, a mobile conversational channel that enables customers to engage with brands directly through Google Search and Maps, into its Communications-Platform-as-a Service (CPaaS). This channel instantly reaches customers to enable discovery and satisfy intent as quickly as possible.
The addition of Google’s Business Messages to the Infobip platform gives brands a private messaging choice allowing them to manage communication with customers directly inside a browsing session, removing friction associated with the need to seek alternative engagement channels.
Given 93%[i] of online experiences begin with a search engine session, and with Google’s 95% share of the global search market plus 70%[ii] share of the navigation app market, its overwhelmingly the most popular discovery tool for consumers worldwide.
The service offers features that enable a message button on Google Maps and Google Search for anyone looking for support or data through navigation, transaction, or information searches. This capability eliminates the time needed by a customer to look up a number or call a contact center for information, thus improving overall customer experience.
This experience can also be automated with a Bot which is able to quickly identify the user’s requirements and provide solutions with minimal human interference – resulting in fewer calls to a call center – for an even faster seamless customer experience that also drives efficiencies for businesses.
“I’m excited that Infobip has integrated their Conversations and Answers platform with Google’s Business Messages. As a leading global provider of engaging and helpful chat solutions, Infobip’s many brand users can now delight their customers with helpful conversational messaging experiences using all the useful features like carousels and photos.
There has been amazing growth in near me now searches, so by enabling messaging via Business Messages directly within Maps, Search and Website entry points, brands can create dynamic, asynchronous conversations that drive customer satisfaction results.”
John Shirley, Partnerships Development Principal at Google
Adrian Benić, Chief Product Officer at Infobip said: “When a consumer brings up a search or map query, it is an indication that they are ready to talk to a brand about something they need or want. At this point your company will be expected to respond quickly and with information that will help. Infobip has long recognized the need to meet customers where they already are and make that customer journey as quick, convenient, and satisfying as possible. That is why we have integrated Google Business Messages into the choice of channels available through our platform. By engaging with customers early in their engagement journey you as a business can prevent customers from having to jump through unnecessary ‘hoop’s that can get them from where they are to where they want to be fast.”
The global availability of Google’s Business Messages is part of Infobip’s end-to-end CPaaS offering that is unrivaled in terms of diversity, range and power of functionality. This is provided by chatbots, assisted conversations, unified customer data, contact centers, automated campaigns, authentication and security solutions.
Infobip is an established global expert in the fast-growing business communications and messaging space, offering a cloud-based delivery model that helps organizations drive growth and loyalty through data-driven conversational customer journeys.
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