Establishing Continuous Customer Relationships with Next-Gen Tech

Modern customers are seeking a greater sense of connection. In our digital-first world, individuals use their mobile devices to maintain personal relationships, share life events on social media and even meet the next love of their life online. Individuals are willing, and prepared, to engage with technology in meaningful and purposeful ways. And, companies recognize this — researchers from the Harvard Business Review have outlined a recent trend of more continuous customer relationships. Instead of the episodic, transactional approaches they used to rely on, leading organizations are working to build connected strategies that drive better customer relationships and promote long-term loyalty.

To start, they encourage companies to leverage seamless journeys, simplifying all of the necessary processes for customers to receive instant service. They also highlight the importance of curated, tailored support in providing more relevant communication and recommendations. All of this can be achieved with optimized and updated contact center processes and Infobip, the global communications platform and leader in omnichannel support, is paving the way in facilitating these seamless, personalized, and instant cross-channel interactions. 

With the right technology and processes in place, organizations can work to exceed expectations and deliver an experience that truly aligns with the customers' moment-to-moment needs. Further, it can set a standard that promotes connected relationships and meaningful support. Infobip’s Chief Executive Officer Silvio Kutic states, “We believe that brands all over the world need to understand what their customers need, when they need it, and in what way. Our job then becomes to simplify the complexity of global messaging for our clients, enabling them to effortlessly reach their customers, in line with all local regulations, in a personalized way.”

Improve Interactions with Conversations

To optimize efficiency and facilitate consistent communication across channels, companies must leverage a unified interface and centralized platform. With Conversations, the digital-first cloud solution, users can engage on the most popular digital channels, like SMS, messenger and WhatsApp, while still receiving instant, intuitive support. 

The all-in-one workspace allows agents to better focus on customer interactions and gives supervisors real-time insight into agent productivity. With visibility into an employee’s logged-in time and activity status, organizations can better recognize and reward the agent for their hard work. They can also effectively identify bottlenecks that hinder the customer experience. All  these features help improve satisfaction through a simplified agent workflow and streamlined interface. 

Additionally, with enhanced analytics, organizations can predict future workloads to ensure proper staffing and training. With a more efficient and attentive front-line, customers benefit from instant, tailored support.

“Conversations is a digital-first cloud solution that enables seamless and personalized interactions across multiple channels through a single interface, to increase customer satisfaction and agent productivity.  Conversations provides the most popular digital channels, video and audio call native integration, seamless connection with chatbots for quick and efficient human escalation, Customer Data Platform built-in’s and a global presence with local dedicated support.”

Engage Customers Through Meaningful Moments

Beyond the presence of instant communications, customers are also seeking personalized care. With the amount of data being collected today, individuals expect their favorite brands to actively recognize their history and interactions across all channels. This level of care requires access to comprehensive customer data and a 360-degree view of the end-to-end journey.

With Moments, agents gain access to a unified customer profile database, giving them all the context and interaction history they need to facilitate a personalized and meaningful interaction. The platform allows agents to tailor the journey with a 1-on-1 effect for an entirely individual experience. 

Infobip CEO Silvio Kutic states, “We believe that every customer is different. We help businesses tap into hyper-personalisation that matches the satisfaction levels of their customers. Whether they are email advocates, trust in texts, or app aficionados, we help our clients offer contextually relevant communication. It boils down to getting the right message delivered to the right person, at the right time, through the right channel.”

As customers continue to adopt new channels and support preferences, companies must be prepared to tailor their communications to suit every unique interaction. With Moments, customers finally receive the most relevant care at each touchpoint. 

“Moments is a customer engagement hub with advanced personalization and automation capabilities, enabling companies to create dynamic, asynchronous conversations with their audiences over multiple channels such as WhatsApp, SMS and Email.  Moments provides three interconnected properties: a unified customer profile database, a drag-and-drop communications creator for distributing messages via different channels, and analysis dashboard that provides insight into the performance of campaigns.”

Provide Real-Time Answers

When customers want real-time responses, they rely on self-service. Comprehensive 24/7 support may seem like a long-term goal, but Answers provides customers with a virtual assistant that can effectively support customers with their every need.

Answers, a smart virtual assistant powered by sophisticated AI technology, can actively recognize customer intent and provide the most accurate information at a moment's notice. With a powerful AI assistant, agents benefit from a reduced workload, improving productivity and accelerating sales. Further, with seamless escalation, customers always have access to an agent for complex cases.

“Answers is a smart virtual assistant that supports customer service and sales results by bringing a new level of automation, speed and availability with AI and Machine Learning functionality.  The Answers chatbot can be deployed from any channel and operates 24/7, allowing brands to communicate with their customers at any time of the day. The chatbot can act as a virtual assistant for lead generation, provide customer support and allow customers to securely check information such as account balances.”

To learn more about Infobip, the global communications platform and leader in omnichannel support, check out their booth at CCW Las Vegas — the number one customer contact event this year, taking place from December 13-16.

Photo by PEXELS