Cloud communications platform Infobip recently launched Moments, an omnichannel customer engagement hub that would enable businesses to have a better understanding and respond more effectively to customers.

The COVID-19 pandemic brought more people online which boosted e-commerce and prompted organizations to launch digital services. The influx of customers and the current situation mean that communications also need to be taken into consideration. Moments is developed to offer personalized and relevant messaging from their preferred brands.

Brands and organizations have been utilizing all available messaging platforms to reach more consumers in need of their products and services.

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Moments helps businesses 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. These include chat apps (Viber, Facebook Messenger, WhatsApp, Line, KakaoTalk, etc), SMS, email, voice, mobile apps, websites, and emerging channels such as rich communication services (RCS). This enables businesses from different sectors, especially in e-commerce, retail, finance, insurance, transportation and logistics, and utilities to connect with their customers on their preferred channels.

‘Human touch’

“As businesses digitize to navigate the new normal and anticipate the ‘-Ber’ month holiday preparations, they are met with unfamiliar challenges in effective omnichannel communication such as understanding which messaging will be most relevant with online audiences, what platforms do they use and how they use it, and when is the most strategic time to reach out to them,” said Charist Montenegro, country manager, Infobip Philippines. “All these considerations, if overlooked, can yield low conversions.”

While customer interactions may have become digital, Montenegro emphasized the importance of still adding a human touch to attract and keep customers.

Moments allow easy cross-channel campaign management. Marketers can create, orchestrate, and run campaigns across Infobip’s 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.

Businesses won’t have to deal with unstructured data as Moments can unify customer data from multiple sources making it much easier to understand customer needs better and create personalized campaigns.

Customer segment

With the pooled data, Moments can now customize the types of messages that would be targeted for each customer segment.

“Businesses need to remember that their customers are human,” Montenegro said. “They respond to being called by their name, having their context and realities understood and acknowledged, and being approached in a way that is respectful, empathetic, and compassionate. Moments can help organizations connect on a deeper and more human level across different platforms, building more meaningful relationships with customers.”

With dynamic marketing automation, brands can onboard, activate, and re-engage customers via multi-step campaign automation, and create an event and behavior-based triggers to respond instantly to customers’ actions. This trims the chance of a one-purchase customer. Consumers who develop “relationship” with brands are almost always making another purchase or avail themselves of service again.

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.

Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication security, and contact center solutions help clients and partners overcome the complexity of consumer communications, grow their business, and increase loyalty.