1、We analyzed over 153 billion interactions that took place on our platform in the first half of 2022 and compared them to 2021 to learn the current trends in business-to-consumer communications.221%68%99%increase in cloud contact center interactionsincrease in number of interactions on digital channe

2、lsof customer support and chatbot interactions were on WhatsAppMessaging Trends 2022/23 Table of ContentsExecutive Summary 3Introduction 5Building an omnichannel foundation 6The conversational experience era 11The role technology plays across industries 16Customer communication around the world 21Co

3、nclusion 232I N FO B I P M ES SAG I N G TR EN DS 2022/23TA B LE O F C O NTENTSThe business-to-consumer (B2C)landscape is changing.Customers now want faster one-to-one interactions with their favorite brands.As a result,weve seen hyper-personalization,automation,and 24/7 availability take center stag

4、e.Recent developments in technology have led to new entrants including AI chatbots,rich messaging apps,and upgraded voice and video channels making it easier for customers and brands to connect and stay connected.We see these industry trends on our own platform with substantial increases in cloud co

5、ntact center interactions,chat apps as key channels for marketing,sales,and support-as well as year-on-year growth in the use of digital channels for customer communication.Weve seen popularity in chat and rich messaging apps grow with an 80%increase in WhatsApp interactions compared to 2021 and a 6

6、2%increase in RCS interactions.However,although more and more customers are choosing to chat with their favorite brands,traditional channels still play a key role in the customer journey with 75%more SMS interactions and 91%more Email interactions taking place on our platform in the first half of th

7、is year.221%increase in cloud contact center interactions (2021 vs 2022)91%Email80%WhatsApp75%SMS62%RCSIncrease in channel usage(2021 vs 2022)68%increase in number of interactions on digital channels (2021 vs 2022)3E X EC UTI V E S U M M A RY I N FO B I P M ES SAG I N G TR EN DS 2022/23These same tr

8、ends are happening across industries,as we witness:134%more WhatsApp interactions within the banking and finance industry 155%more Email interactions within the retail and eCommerce industry 1062%more RCS interactions within the telecommunications industry 428%more Messenger interactions within the

9、transportation and logistics industry With this shift in customer communication channels,were experiencing more conversational interactions that have led to industry-wide transformations such as chat banking,conversational commerce,and the 4th industrial revolution.These advancements are setting the

10、 foundation for a conversational future.One with both digital and physical interactions that are interconnected.With 5G here and 6G on the horizon,as well as more talk about the Metaverse,we expect to see a new world of B2C interactions within the next few years.Conversational experiences will becom

11、e the norm-and the entire customer journey will be a combination of our favorite channels,features,and technologies.However,to build a successful future,we must first build a strong foundation.In this report,we share the current trends weve seen come to life across our platform and why brands should

12、 start to build their own omnichannel foundation to prepare for a conversational future.155%Email134%WhatsApp1062%RCS428%Messengermore Email interactions within the retail and eCommerce industrymore RCS interactions within the telecommunications industrymore Messenger interactions within the transpo

13、rtation and logistics industrymore WhatsApp interactions within the banking and finance industryIvan Ostoji,Chief Business Officer,Infobip99%of customer support and chatbot interactions were on WhatsAppE X EC UTI V E S U M M A RY 4I N FO B I P M ES SAG I N G TR EN DS 2022/23The digital landscape is

14、exponentially growing.The challenge for businesses?Not just being able to automate messaging,personalize interactions,or provide always-on support but to provide a conversational experience.We analyzed over 153 billion interactions on our platform to see how customers interact over their favorite ch

15、annels across regions and industries.Our data analysis has shown that providing an end-to-end experience with an omnichannel approach is the key to building a successful communications strategy.Hence,it comes as no surprise that rich media channels and chat apps have seen an increase in interactions

16、,and the use cases over these channels have gone beyond notifications and reminders to contextual conversations-whether for marketing,sales,or support.Our lives today are more digital than ever.The 68 percent increase in the number of interactions on our platform tells us that customers want digital

17、 interactions with brands and more businesses are implementing digital channels and solutions.Increase in number of interactions from(2021 vs 2022)Rich media and chat apps are becoming increasingly popular.More brands are embracing rich media messaging and chat apps to engage customers with images,v

18、ideos,GIFs,carousels,and more at each stage of their journey.But SMS and Email are still popular with global reach.With the highest open rates and return on investment,an increasing number of brands continue to leverage traditional channels such as SMS and Email for timely alerts and security soluti

19、ons,including two-factor authentication.Increase in rich messaging app interactions(2021 vs 2022)Increase in traditional channel interactions(2021 vs 2022)Customer Communications are Conversational,Contextual,and Omnichannel Read on to learn more about what the future of business-to-consumer interac

20、tions holds based on the trends and changes that took place on our platform throughout the first half of 2022 compared to the first half of 2021.Building an omnichannel foundation Dive into the digital channels that are taking over B2C communication including SMS,Email,RCS,WhatsApp,Viber,and Mobile

21、App Messaging.Learn the developments within these channels and how brands use them to build a strong omnichannel foundation.The conversational experience era Developments in cloud technology have made it easier for brands to deliver conversational experiences on the channels customers prefer.Learn h

22、ow marketing automation,chatbots,and cloud contact centers can help you build a future-proof customer journey.The role technology plays across industriesFrom chat banking to conversational commerce learn the way brands in Banking and Finance,Retail and eCommerce,Telecommunications,as well as Transpo

23、rtation and Logistics are leveraging digital channels and cloud technology to build end-to-end experiences.Customer communication around the worldWith 70+offices on 6 continents,we analyzed up and coming trends across regions.Learn what channels are key for success in eight parts of the world and wh

24、at we expect to see grow in the future.68%75%62%RCS80%WhatsAppInteractions91%EmailSMSI NTR O D U CTI O N5I N FO B I P M ES SAG I N G TR EN DS 2022/23Building an Omnichannel Foundation Influenced by rising demand for connected experiences,more and more brands have started to build their omnichannel f

25、oundation with the most popular digital channels.$10 bn$8.6 bn20222021B U I LD I N G A N O M N I C H A N N EL FO U N DATI O N6I N FO B I P M ES SAG I N G TR EN DS 2022/23The Communication Platform-as-a-Service(CPaaS)global market value will exceed$10 billion in 2022 rising from$8.6 billion in 2021.(

26、Source:Juniper Research)In the next few pages,we highlight the benefits of todays top channels alongside their key use cases and industries according to interactions that took place on the Infobip platform.Anyone using Google can connect with brands via Googles Business Messages,while iOS users can

27、iMessage their favorite shops or banks.They can essentially switch their search into a messaging experience without having to visit your website or a mobile app.These channels require no app downloads and enable businesses and their customers to interact using rich media and features such as quick r

28、eply buttons or list pickers.This is particularly useful for customers looking to complete repeat transactions such as ordering a pizza,reserving a taxi,or upgrading their phone subscription.Weve seen this increase first-hand on our platform in 2022 compared to 2021.Traditional channels such as SMS

29、and Email have remained a staple.We expect these channels will continue to play a key role in future business-to-consumer communication strategies remaining the go-to channels for time-sensitive alerts and notifications,with increases in two-factor authentication and marketing use cases.On the contr

30、ary,weve only seen a slight increase in Mobile App Messaging interactions.This isnt so surprising,however,considering the shifts in customer needs:moving from various one-use channels to expecting an end-to-end experience in one place.And although push notifications and in-app messages still play an

31、 integral role in catering to specific audiences,they are limited when compared to more robust,flexible options such as chat apps.Chat apps entered the spotlight as the more cost-effective alternative for B2C interactions.With a wide variety of features,these channels make it easy for brands to set

32、up touchpoints across the entire customer journey in one place.From onboarding to purchase and retention,brands can engage and influence customers to make purchases,learn more about their brand,and connect with agents resulting in a faster,more convenient experience.This explains the rise in the num

33、ber of WhatsApp and RCS interactions on our platform.However,weve also seen new channels emerge including Googles Business Messages,Web Push,Apple Messages for Business,Instagram Direct Messages,and Messenger.These increases in interactions demonstrate the demand for instant chat experiences that ar

34、e natively integrated into the devices and platforms customers already use.Digital Channel Usage2021 vs 202262%RCS80%WhatsApp75%SMS2%Mobile App MessagingExampleIncrease in the number of digital channel interactions (2021 vs 2022)13%Viber91%Email7B U I LD I N G A N O M N I C H A N N EL FO U N DATI O

35、NI N FO B I P M ES SAG I N G TR EN DS 2022/23SMS has been a leading customer communication channel for decades.In fact,2022 marks the channels 30th birthday!Thats why its year-on-year growth isnt all that surprising.Although more instant,rich channels have joined the force,SMS remains one of the mos

36、t reliable,practical channels for getting a business message across.With its global reach and no reliance on internet connectivity,SMS is still the go-to channel for time-sensitive alerts and notifications.In fact,SMS made up 16%of the analyzed customer engagement and marketing interactions on our p

37、latform in the first half of 2022,followed by 0.21%of chatbot interactions and 0.11%of customer support interactions.As the next generation of SMS,RCS enables businesses to set up branded profiles,add rich media to two-way customer communication,and run personalized campaigns on a secure channel.RCS

38、 is pre-installed on android phones which makes it easily accessible for brands and their customers.With a network as reliable as SMS and rich functionalities that mimic chat apps RCS Business Messaging has become a top channel for marketing automation use cases,making up 70%of the customer engageme

39、nt and marketing interactions analyzed on our platform.Popular brands such as Telekom Deutschland have used the channel to set up eye-catching marketing campaigns that drive sales,improve cross-sell and upsell efforts,and increase ROI.Key Regions Key Regions Increase Increase Key Industries Banking

40、and Finance Technology Marketing and Advertising Retail and eCommerce Key Industries Banking and Finance Media and Entertainment Healthcare and Fitness Retail and eCommerce Key Use Cases Authenticate with one-time PIN or password delivery Set up a failover channel for chat apps Send automated remind

41、ers,alerts,and notifications Key Use Cases Deliver one-time PINs Send personalized offers with customer segmentation Engage and assist customers with two-way chatbot communication SMSRCS75%62%SMS75%RCS62%WhatsApp80%Email91%2%Mobile App MessagingViber13%8B U I LD I N G A N O M N I C H A N N EL FO U N

42、 DATI O NI N FO B I P M ES SAG I N G TR EN DS 2022/23Key Regions Key Regions Increase Increase WhatsApp is the worlds number one chat app.As of February 1,2022,businesses and customers using the channel switched from a notification-based pricing model to a conversation-based one.As a result,WhatsApp

43、 interactions on our platform jumped with 67%of conversations being business-initiated and 33%being user-initiated.The app also introduced promotional messaging at the end of 2021,enabling brands to chat with customers from onboarding to retention.This has increased the apps popularity for marketing

44、 automation use cases.However,it is still the go-to channel for customer support making up 98.7%of the customer support interactions analyzed on our platform in the first half of 2022.Similar to SMS,Email has played a key role in many business communication strategies for decades.The channel usage c

45、ontinues to rise with 93%higher traffic on our platform in 2022 compared to 2021.We also saw increased usage of our email API with 70%of emails being sent over API in Q2 2022 compared to 66%in Q2 2021.This tells us that businesses still prefer the flexibility APIs offer-enabling them to build commun

46、ication models specific to their needs.Email also made up 3%of the marketing and customer engagement interactions analyzed on our platform-and has become an important channel for timely notifications as well as cross-sell and upsell activities.Key Industries Banking and Finance Retail and eCommerce

47、Technology Energy and Utilities Key Industries Banking and Finance Retail and eCommerce Media and Entertainment TechnologyKey Use Cases Send promotional offers and timely alerts Automate processes and answers to FAQs with a keyword-or intent-based chatbot(virtual assistant)Enable customers to browse

48、 products and make purchases using rich features Key Use Cases Deliver one-time PINs Send automated reminders and alerts Send personalized promotionsWhatsAppEmail80%91%SMS75%RCS62%WhatsApp80%Email91%2%Mobile App MessagingViber13%I N FO B I P M ES SAG I N G TR EN DS 2022/239B U I LD I N G A N O M N I

49、 C H A N N EL FO U N DATI O NKey Regions Key Regions Increase Increase Although not popular in every region,Viber has been a leading chat app in select countries since its launch in 2010.Businesses that use Viber have their own official account that is customizable with brand colors and logos making

50、 it a perfect channel for engaging marketing campaigns.Customers in countries where Viber is popular choose to chat with businesses since its the same channel they use to catch up with family and friends daily.Brands looking to expand to other regions or countries should consider adding Viber to the

51、ir omnichannel strategy to ensure they dont lose a potential audience.There was a time when smartphone users would upgrade their phone storage just to be able to download more apps.Those days are now over and customers are turning to brands that offer better experiences on only a few channels.Mobile

52、 app messaging is great for marketing and engagement bringing users back to an app or customers into a physical store.However,it is limited to only certain parts of a customers journey.To keep customer engagement high,brands should set specific goals with their mobile app messaging and make it work

53、together with other channels that customers prefer to use for different touchpoints.Key Industries Banking and Finance Retail and eCommerce Transportation and Logistics Marketing and Advertising Key Industries Banking and Finance Transportation and Logistics Retail and eCommerce Media and Entertainm

54、ent Key Use Cases Deliver one-time PINs Send timely reminders and transaction alerts Send customized promotional offers and coupons Key Use Cases Engage new mobile app users Re-engage dormant app users Send geotargeted notifications to nearby customers ViberMobile App Messaging2%13%*SMS75%RCS62%What

55、sApp80%Email91%Viber13%2%Mobile App Messaging*Viber interactions were analyzed in APAC,MENA,North America,and India.Due to global events,Europe has been excluded from the analysis.10B U I LD I N G A N O M N I C H A N N EL FO U N DATI O NI N FO B I P M ES SAG I N G TR EN DS 2022/23The Conversational

56、Experience Era Now that we understand the foundations of omnichannel communication,its time to explore the next phase of future interactions:delivering conversational experiences.$716 bn20282021The global Software-as-a-Service(SaaS)market size was approximately$130 billion in 2021 and is projected t

57、o reach$716 billion by 2028.Source:Fortune Business Insights$130 bn11TH E C O N V ER SATI O N A L E X PER I EN C E ER AI N FO B I P M ES SAG I N G TR EN DS 2022/23221%Support interactions35%Chatbot interactions4%Marketing interactionsAs mentioned earlier,customers expect end-to-end experiences on th

58、eir preferred channels.It is no longer enough to be present on these channels when they need you.Rather,brands that communicate with customers at each stage of their journey on their channel of choice have a better chance at boosting loyalty and customer lifetime value.Customer touchpoints with bran

59、ds can be grouped into three main categories:1.Marketing and promotional messaging (Awareness,Consideration,Retention)2.Notifications and alerts (Purchase,Retention)3.Customer service (Consideration,Purchase,Retention)Each of these touchpoint categories has specific channels,message types,and use ca

60、ses that,when streamed together,help brands deliver fast personalized conversational experiences.Interactions 2021 vs 202265%CPaaS interactionsIncrease in the number of use case interactions via Infobip solutions(2021 vs 2022)You might use an omnichannel customer engagement solution to send marketin

61、g and promotional messages but you also might use the solution to send timely notifications and alerts.Then,you can set up a keyword-or intent-based chatbot for all three categories.And to take your customer experience even further,you can connect your customer service chatbot to a cloud contact cen

62、ter so agents can provide support on any channel without losing conversation history or a full overview of the customer.Example40%higher conversion rate33%decrease in churn rate39%higher Net Promoter Score1212TH E C O N V ER SATI O N A L E X PER I EN C E ER AI N FO B I P M ES SAG I N G TR EN DS 2022

63、/23The shift from a life of face-to-face interactions to digital ones was abrupt.Almost overnight,brands had to move their onsite operations to online and prepare themselves for confused and frustrated consumers.During this time,customer support came to play a critical role and it continues to in an

64、y brands long-term strategy.Embracing cloud technology to enable remote work,combining automation with human interactions,and ensuring every channel and touchpoint are seamlessly connected are all tactics brands should implement if they strive to be an industry leader in the future.Ensuring your bus

65、iness is accessible on your customers preferred channels and has the right failover channels in place will keep operations running smoothly even in times of abrupt change.However,its not enough to be digital.Automation plays an important role in helping increase contact center efficiency and enablin

66、g self-service options for consumers.In addition,having customer data insights at hand can help increase agent efficiency while giving customers fast,personalized support.Key Use Cases Guide customers and answer their questions while they browse your website to influence purchase Deflect voice calls

67、 to digital channels when all agents are busy and have a chatbot assist them while they wait to connect with an agent Connect with customers on one channel and continue the conversation on another channel thats more convenient Key ChannelsWhatsApp Messenger Instagram Messaging Viber SMS Infobip Solu

68、tionsConversations (Cloud contact center)Answers (Chatbot building platform)Hi,I need help with my order#123A4DHi Alex,thanks for reaching out!Were happy to help.Can you share your ordernumber with me?Customer Support 1313TH E C O N V ER SATI O N A L E X PER I EN C E ER AI N FO B I P M ES SAG I N G

69、TR EN DS 2022/23Until now,weve come to know chatbots as the go-to solution to provide customers with fast answers to their FAQs.However,we are now seeing chatbots take a leading role in industries such as retail and eCommerce where they also help build end-to-end experiences.More and more marketing

70、campaigns with chatbot assistants are entering the market offering the ultimate personalized experience for any virtual shopper.Combining the many rich features chat apps offer with natural language processing(NLP)technology has given brands the opportunity to get to know their customers in a way th

71、ey havent been able to before.Most customer satisfaction is driven by chatbots that can help them complete transactions or resolve queries ones that go beyond answering simple questions.Businesses that want to embrace this need to explore integrations with their systems enabling chatbots to access t

72、heir CRM,payment solution,and other tools they use for each stage of the customer journey.In fact,global brands such as Dior and Unilever have been some of the first to test this out and have experienced jaw-dropping results.The increase in chatbot interactions on our platform this year compared to

73、2021 shows us that chatbot technology adoption continues to grow and with new use cases,customers can expect hyper personalized and automated experiences across industries.Key Use Cases Set up a keyword chatbot to assist customers by choosing from a list of reply options Create an AI chatbot to assi

74、st customers through two-way conversation Set up a shopping assistant by recommending products based on purchase historyChatbotsInfobip SolutionsAnswers (Chatbot building platform)Key ChannelsWhatsApp Messenger SMS Viber Googles Business Messages I N FO B I P M ES SAG I N G TR EN DS 2022/231414TH E

75、C O N V ER SATI O N A L E X PER I EN C E ER AMarketing plays a key role in customer acquisition across industries.When coupled with automation,it can engage and re-engage some of the toughest of customers and simultaneously improve employee experiences.In fact,the impressive results brought on by ma

76、rketing automation are the reason why more brands have begun to embrace it.Brands that use strategic tactics to keep customers engaged,such as sending timely reminders to the palm of their hands,are sure to stay top of mind for any future purchases.And the ones that market and sell on customers favo

77、rite channels have a greater chance at winning them over.Also,since high customer satisfaction is a driving factor in repeat business,its important to take time to set up proper onboarding messages and sharing personalized promotional offers can help you build brand loyalty.Of course,none of this wo

78、uld be possible without the right data insights.Brands that want to deliver rewarding personalized experiences need to invest in the proper technology that can help them know their customers and take the guesswork out of offering exactly what they need.Key Use Cases Collect customer feedback on diff

79、erent channels and connect it to a customer data platform Set up onboarding messages with product recommendations,relevant policies,or tutorials for new customers Send reminders for future or ongoing promotional campaigns Customer Engagement Infobip SolutionsMoments (Omnichannel customer engagement

80、solution)People CDP (Customer data platform)Key ChannelsRCS SMS Mobile App Messaging Email Viber I N FO B I P M ES SAG I N G TR EN DS 2022/231515TH E C O N V ER SATI O N A L E X PER I EN C E ER AThe role technology plays across industries/Banking and Finance /Retail and eCommerce /Telecommunications

81、 /Transportation and LogisticsFrom chat banking to conversational commerce new digital channels and cloud technology have propelled industries forward,making it easier than ever to provide end-to-end experiences in one place.I N FO B I P M ES SAG I N G TR EN DS 2022/2316TEC H N O LO GY AC R OS S I N

82、 D USTR I ES-36%MessengerAdvancements in technology over the last decade have propelled the banking industry forward.When looking back at the evolution of the way we bank,well notice that weve moved away from brick-and-mortar to a self-service model.With the quick adoption of chat apps,chat banking

83、otherwise known as the act of conducting banking services over chat apps-has made its way into our lives.When combined with tried-and-true channels such as SMS and Email,chat banking adds a new layer of quick,engaging interactions that improve the overall banking experience.We can see the increase i

84、n adoption of chat banking on our platform with a 134%increase in WhatsApp interactions and 40%increase in RCS interactions within the finance industry.Banks and financial institutions that want to stay ahead of the curve should set up the right combination of:Traditional channels for time-sensitive

85、 information Engaging chat channels for daily banking activities Apps such as WhatsApp and RCS are end-to-end encrypted,making them secure channels to share sensitive information.Their rich features and various message types enable banks to set up:Revenue-generating marketing campaigns that engage n

86、ew and re-engage existing customers.Automated chatbot communication that provides answers to frequently asked questions and empowers customers to serve themselves.Fast,personalized customer support with real-time insights for agents so they get to know their customers better with each interaction.Al

87、l in all,having an omnichannel foundation and adding a mix of traditional and chat channels can help financial institutions set up banking experiences that convert and retain in the long run./Banking and Finance /Retail and eCommerce /Telecommunications /Transportation and LogisticsDigital Channel U

88、sage 40%RCS134%WhatsApp134%Email68%SMS26%Mobile App Messaging Increase in number of banking and finance interactions on digital channels(2021 vs 2022)17%Viber15%Increase in CSAT with a WhatsApp Chatbot Key Use Cases Insurance renewals Upsell/Cross-sell to increase customer lifetime value User verifi

89、cation Automated debt collection Self-service application forms 18%Increase in marketing margin with SMS and marketing automation I N FO B I P M ES SAG I N G TR EN DS 2022/2317TEC H N O LO GY AC R OS S I N D USTR I ESSimilar to the banking industry,retail and eCommerce brands have adopted their own

90、form of chat app shopping experiences known as conversational commerce.We noticed a high uptake in messaging channels including WhatsApp(104%)with the highest increase in Instagram Messaging(16,054%)compared to 2021.These increases reflect the shift in consumer demand toward rich,engaging,end-to-end

91、 experiences.And recent developments within these chat apps have opened new doors for retail and eCommerce use cases.With product messages,list pickers,and rich media retail brands can serve customers from onboarding to retention.Product catalogs enable customers to swift through a brands most popul

92、ar items and make purchases directly in the app.While rich media messaging makes it easy for customers to resolve issues simply by sharing a photo of an item-and for brands to engage them with promotional videos or carousels.Still,traditional channels such as SMS(22%)and Email(155%)continue to play

93、key roles in retail marketing automation.This is why its important for retail and eCommerce brands to understand their customers so they can set up the right communication on the right variety of channels.In addition,with the saturated market were experiencing today,younger consumers have become mor

94、e conscious of the brands they shop from.Brand loyalty has become more important than in previous years and the only way to build it is by offering hyper-personalized experiences and communication.Knowing your customer well will become a competitive advantage.Therefore,retail brands should invest in

95、 customer data technology that combines insights from communication,purchases,feedback,and more./Banking and Finance /Retail and eCommerce /Telecommunications /Transportation and Logistics14x Higher product sales after implementing a WhatsApp chatbot 115%Increase in campaign revenue with RCS Busines

96、s Messaging Key Use Cases Back-in-stock alerts Loyalty vouchers and special offers Cross-sell/Upsell complimentary products based on previous purchase Order confirmation and delivery notifications Automate answers to FAQs with transfer to an agent when necessary 104%WhatsApp155%Email22%SMS-27%RCS-39

97、%Viber276%Mobile App Messaging Increase in number of retail and eCommerce interactions on digital channels(2021 vs 2022)16,054%Instagram Messaging1%MessengerDigital Channel Usage I N FO B I P M ES SAG I N G TR EN DS 2022/2318TEC H N O LO GY AC R OS S I N D USTR I ES/Banking and Finance /Retail and e

98、Commerce /Telecommunications /Transportation and LogisticsAs mobile technology continues to evolve,so does customer experience within the telecommunications industry.From engagement to customer support,telco brands have redesigned the way they interact with customers over the last few years.A notabl

99、e increase is the use of Mobile App Messaging(283%higher than 2021)and RCS(1,062%higher than 2021)for customer engagement.Telcos are seeing the benefits of orchestrating all customer communication from one platform,rather than having a separate solution for each channel.In addition,having their own

100、rich messaging channel has improved communication about new products and promotions to their existing customer base moving away from text-only messages to ones with images,carousels,and more.This has,in return,led to increased campaign conversion rates.Customer support within the industry has taken

101、a turn as well with the emergence of WhatsApp and chatbots.Automation has enabled telcos to give their customers what they want fast answers and automated processes-resulting in a significant increase in self-serviced chatbot interactions.Telco brands have also started to embrace new channels such a

102、s Instagram Messaging to meet younger audiences on the channels they prefer.Still,traditional channels such as SMS remain a staple to any telco looking to serve an international customer base with reliable,secure messaging.Now,with new channels such as Googles Business Messages,Telco brands will be

103、able to further simplify their customer journey using insights from customer search intents to deliver even more personalized content.2x Better campaign performance after implementing RCS as a cross-sell channel 32%Lower costs after implementing WhatsApp as a self-service channel Key Use Cases Custo

104、mer value management Digital customer support(including video)Telecom web shops Self-service chatbots Billing management 204%Email48%SMSIncrease in number of telecommunications interactions on digital channels(2021 vs 2022)283%Mobile App Messaging 1,062%RCS79%WhatsApp-85%Messenger-5%ViberDigital Cha

105、nnel Usage I N FO B I P M ES SAG I N G TR EN DS 2022/2319TEC H N O LO GY AC R OS S I N D USTR I ES/Banking and Finance /Retail and eCommerce /Telecommunications /Transportation and LogisticsWith the 4th Industrial Revolution among us,many industries are predicted to drastically change including tran

106、sportation and logistics.The introduction of artificial intelligence,robotics and automation,the Internet of Things(IoT),and other technological advances over the last couple of years has made the future look promising for brands within this sector.Its crucial for businesses within this industry to

107、be able to simplify and optimize the various internal and external processes employees and customers encounter daily.And these new digital technologies will make it much easier,faster,and more cost-effective.On the internal side,IoT technology coupled with reliable,secure channels such as SMS will k

108、eep processes running smoothly and delays at a minimum.While on the external side,automated alerts,reminders,and notifications on customers favorite channels will keep delivery,pick up,and real-time updates at a satisfactory level.Weve seen first-hand the uplift in the adoption of these new technolo

109、gies and the shift from traditional to faster,more automated channels on our platform.Compared to 2021,chat and mobile apps saw a significant increase in use among transportation and logistics brands-with WhatsApp being used 134%more than last year along with Mobile App Messaging being used 569%more

110、 and Messenger being used 428%more.Businesses favor one or two channels for specific types of communication,noticing that SMS and Mobile App Messaging are used mainly for notifications,alerts,and reminders while WhatsApp is the preferred customer support and chatbot channel.Anonymized 90%of global c

111、alls with number masking and SMS Reduced costs by 20%after implementing Viber with SMS failover Key Use Cases Deliver one-time PINs Send delivery or confirmation notifications Provide support for delivery inquiries Anonymize calls Increase in number of transportation and logistics interactions on di

112、gital channels(2021 vs 2022)569%Mobile App Messaging 428%Messenger134%WhatsAppDigital Channel Usage -27%SMS-83%RCS-0.2%Viber-16%EmailI N FO B I P M ES SAG I N G TR EN DS 2022/2320TEC H N O LO GY AC R OS S I N D USTR I ESCustomer communication around the world As a global communications provider,weve

113、 seen different tools,technologies,and trends adopted across different regions.Here are the top channels within each part of the world and what we can expect to see in the next few years.“Weve had three SMS price hikes in the UK this year and there are more coming.This is naturally driving businesse

114、s to look for other channels to complement SMS,like WhatsApp for which we are seeing high interest and adoption currently.But also,the interest for other channels like RCS and Googles Business Messages are on the rise.Brands in the UK are starting to better grasp the value of omnichannel as CX becom

115、es as important as the product brands are selling.”“Based on Infobips data,marketing automation interactions have increased by 84%and use of chatbots by 76%,with rich media and chat apps becoming increasingly popular within the APAC region.The demand for smart automation,AI,and two-way conversationa

116、l experiences is growing exponentially.The customer journey is always going to demand greater convenience,less friction,and quicker resolutions-and now is the time for Asia-Pacific businesses to stay ahead of that curve by working with an experienced global technology provider to further enable and

117、enhance their digital capabilities.”The MENA region has seen significant growth in companies focus on the customer experience and the adoption of omnichannel solutions.Fintech,Healthcare,Government,and eCommerce are among the top industries that have been investing in CPaaS solutions.WhatsApp Busine

118、ss activities are becoming particularly prevalent in both SMEs and large organizations,implying that industries are progressing at high speed in their customer experience digital transformation.James StokesCountry Manager,UK&IAnte PamukovicVP Revenue,APACZeid ShubilaitSales Director,MENA I N FO B I

119、P M ES SAG I N G TR EN DS 2022/2321C USTO M ER C O M M U N I CATI O N A R O U N D TH E WO R LDEurasia Key channels:Viber,Mobile App Messaging,SMS Foreseen growth in the adoption of Telegram,Mobile App Messaging,and RCSEurope Key channels:SMS,Viber,WhatsApp Foreseen growth in digital channel adoption

120、 for customer engagement and marketing automationNorth America Key channels:SMS,Email,Voice,MMS,Live Chat Foreseen growth in WhatsApp messaging due to conversational commerceLatin America Key channels:WhatsApp,Email,Mobile App Messaging,SMS Foreseen growth in RCS adoptionAfrica Key channels:WhatsApp

121、,SMS,USSD Foreseen growth in marketing automation and chatbot use casesIndia Key channels:SMS,WhatsApp,Email Foreseen growth in the adoption of RCS and Googles Business MessagesAsia-Pacific(APAC)Key channels:SMS,Email,WhatsApp,LINE,WeChat Foreseen growth in automation and hybrid customer experiences

122、Middle East and North Africa Key channels:SMS,WhatsApp,Email Foreseen growth in customer experience digital transformationI N FO B I P M ES SAG I N G TR EN DS 2022/2322C USTO M ER C O M M U N I CATI O N A R O U N D TH E WO R LDThe future is conversationalCustomers dont only want to chat with you.The

123、y want to avail themselves of services through chat.This is why rich messaging apps are growing momentum.But increases in interactions on traditional channels,such as SMS and Email,tell us they are here to stay.Therefore,brands that wish to grow into the conversational future that awaits us must bui

124、ld a strong omnichannel foundation first,with a fair mix between these types of channels.Then,they can expand their channel portfolio and functionalities based on where consumers already are.Getting to know your customers is a key component to building an omnichannel foundation.By gathering the righ

125、t insights about customer behavior and preferences,you will better understand where they spend their time and how they want to interact with your brand.Starting with an omnichannel approach isnt just about growing brand awareness or a robust pipeline of leads.Its about putting customers at the cente

126、r of the experience and building your messaging strategies to make it easy for them to do business with you.Once you know where your customers spend their time,it will be easier to introduce AI capabilities,chatbot automation,personalized campaigns,and digital-physical interactions.Expanding your me

127、ssaging capabilities will help you deliver the end-to-end experiences that impact brand loyalty helping you stay top of mind as the business-to-consumer landscape changes.The future is conversational,and the present is omnichannel.Adrian BeniChief Product Officer,InfobipYou might also like8 Trends T

128、hat Will Shape Business Communications in 2022Customer Communication Trends:Paving the Way to the MetaverseFuture Trends in Communication Technology Start building your future,todayTalk to an expert23I N FO B I P M ES SAG I N G TR EN DS 2022/23K E Y TA K E AWAYSGlobal reach and local presenceOur loc

129、al presence enables us to react faster and have everyday interactions with our customers,providing solutions in-line with their needs,local requirements and based on proven global best-practices.700+Direct operator connections Connect with over 7 billion people and things Strong enterprise client ba

130、se 70+offices on 6 continentsScalable,fast and flexible solutionsOur solutions are created to adapt to the constantly changing market and communication trends at speeds and levels of precision and personalization that only an in-house solution can offer.Best-in-class delivery rates High speed and re

131、liability Low latency In-house developed platformRemarkable customer experienceWe will help you to get up and running in no time,whether its assisting with integrations,messaging best practices or solutions consultancy.Technical expertise Solutions consultancy Customer success management 24/7 suppor

132、t and network monitoringOwn infrastructureOur worldwide infrastructure easily scales horizontally,leveraging the hybrid cloud model to never run out of resources.Our built-in global compliance engine is constantly updated with the latest in-country regulations and operator requirements.Locally avail

133、able services Compliance to local regulations 40+data centers worldwideThe Infobip AInfobip has been named as a Representative Vendor Gartner Market Guide for Communications Platform as a Service-September 2022Infobip named a leader in CPaaS by IDC MarketScape May 2021Omdia Ranks Infobip as Leader for CPaaS April 2022ROCCO Research:Infobip Recognised as Leaders in A2P SMS by MNOs August 2022Juniper Research ranks Infobip as the Established Leader for CCaaS September 2022