Humanising the digital customer experience

Global cloud communications company, Infobip has launched its omnichannel customer engagement hub, Moments.

Infobip, which has over 60 offices worldwide, has reached 75 percent of the world’s mobile phones through 300,000 platform accounts.

Moments is responsible to ensure seamless customer experience by making customers feel welcomed with smart automated messages, messaging based on context and behavior, and strengthen existing relationships with customers through consistent, well-timed communication.

The three key elements of Moments are data-driven personalisation, event-triggered automation, and omnichannel communication to enable onboarding, engagement, and retention of customers.

Among the special features of Moments are win-back cart abandoners, automate notifications and reminders, celebrate special occasions by sending time-sensitive messages triggered by dates, send payment reminders, and so on.

CS Gill, the Country Manager of Infobip Malaysia, who launched Moments shared that it is a personalised solution for customers regardless of their business size. “The entry cost to get started is less than RM10, 000, around RM6, 000 or RM8, 000 for a package,” he highlighted.

According to Yik Hoe Loong, the Presales Engineer of Infobip Malaysia, over 50 percent of mobile app users stop coming back to an app after a month. “With Moments, we can re-engage inactive app users as it automatically targets those people to nudge them to come back,” he said.

Gill then advised to have limitations when sending out messages to stop spamming customers, which might lead them to leave the app.

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