It’s just like combining Infobip’s omnichannel solutions with Microsoft tools – you unlock capabilities to take your communication further, faster.
But first…
What does omnichannel mean?
Simply put, having omnichannel capability means you can use all your channels as one. This means you can have conversations with customers over multiple channels – without repetition.
For example, a customer might contact you on WhatsApp one day, and over SMS the next. Having omnichannel capability means you view these messages over different channels as a single channel of communication with one customer.
This is also called a connected customer journey.
Connected customer journeys are important now more than ever – because, thanks to mobile, customers are connected now, more than ever before. And customers don’t want to be receiving the same messages across different channels. Seeing the same thing over and over leads to fatigue – and this can cause them to disconnect from your brand.
You want every touchpoint with your customers to create new value for them. This keeps them excited about interacting with you and your brand, resulting in happier, more loyal customers.
A connected customer journey also helps guide your customers towards a conversion, however you define conversions – resulting in more efficient business doing on your part.
How to create connected customer journeys
Omnichannel solutions are a means to building connected customer journeys. Just like a wheel needs a lever and pulley to turn into a bicycle, so do omnichannel solutions need tools to unlock their ultimate form.
One way is by combining Infobip omnichannel solutions with powerful tools, such as Microsoft Azure, Bot Framework, or Dynamics 365 Marketing. These combinations unlock omnichannel marketing automation job seekers database and always-on support capabilities, to help you create truly connected customer journeys.
Here’s how:
Infobip and Microsoft Dynamics 365 Marketing
Creating new value at each step of their customer journey with relevant messaging is easy and can be done at scale with the right marketing automation tools.
Using Dynamics 365 Marketing together with Infobip’s omnichannel solutions is the way to send relevant messaging your customers value.
Want to remind a customer they’ve left something in their online shopping cart? Send them a Viber message with a link to their basket and maybe even a discount code. Have they purchase the item? Congrats! Send them an SMS to let them know once the item has been dispatched for shipping, and use this channel to keep them updated until their package arrives at their door.
Send birthday greetings and discounts, and track how customers engage with these on either channel.
Or, send clients important reminders to make sure they’re on-time for their appointments, or let them reschedule to make sure you keep their business.
The possibilities are vast and applicable to businesses of any type or size.
Infobip and Microsoft Bot Framework
In business, it’s common knowledge that it’s 5x cheaper to keep an existing customer than to acquire a new one. Because of this, customer journeys shouldn’t end with your first conversion. Excellent customer support is a key component of extending your relationship.
And providing excellent customer support is easy when you know that most customers just want fast answers. You can give customers the fast answers they’re looking for with always-on support provided by chatbots.
Combining Microsoft Bot Framework with Infobip omnichannel solutions is how you can create chatbots for the connected customer journey.
Chatbots can provide customers with instant answers to frequently asked questions that don’t require the input of a human agent. This has the added benefit of freeing up human agents to handle more complex customer support queries, while chatbots provide account information or helpful guidance in a flash.
