How platforms can accelerate engagement growth

Many of us interact with each other and our favorite brands on the world’s most popular digital channels daily. Our latest messaging trends report clearly shows the growth in the channels that support conversational interactions between businesses and their customers.

Platforms can help businesses to accelerate the benefits of adopting these digital channels to connect, communicate, and engage with customers. However, many businesses are still not leveraging the full potential that connecting with the right platform partner can provide.

We sat down with our Head of Platforms, Tamara Rajic, to uncover key tips on how to use digital platforms to boost customer engagement and achieve long-term business success.

A digital platform is a business that brings together individuals and organizations, so they can interact – even innovate – together.

Platforms need to orchestrate personalized interactions on the channels that suit users.

It’s about providing secure, efficient engagements right across platform user lifecycles. With the growth of conversational approaches to customer engagement, platforms need to facilitate a growing volume of interactions and a wider variety of use cases.

At Infobip, we refer to a term called the engagement network effect. The more interactions the platform can spin up and handle, the more satisfied and engaged customers they’ll have, the more their platform will grow, the more insights they’ll be able to gather, the more reach they will achieve with their service, and so on.

The top three engagement tips I’d give platforms include:

It’s not just about delivering the information to the customer, it’s also about tracking their satisfaction rates and engagement styles. And based on that, developing a comprehensive communication strategy that fits the platform’s needs.

From the perspective of a platform, the more interactions generated, the more pitfalls there are.

If one link in the chain breaks, the result can be:

CX leaders use a wide combination of channels, and it all comes down to a simple requirement: to be present where your customers expect you and when they expect you.

This is why it’s important to build a communication strategy based on customer channel preferences and specific use cases.

We can divide these channels into traditional ones, such as SMS, MMS, voice, and email.

Then different chat apps, whose usage depends on the geographical location of customers, such as:

Using one platform for every interaction brings many benefits to a business and its customers, including:

If you take the 10 biggest companies in the world, most of them are based on a platform business model. We work with at least seven of them.

Most platform businesses we work with rely on our APIs to connect channels and solutions to their own business workflows.

However, some platforms decide to orchestrate all their engagement activities via our SaaS solutions.

Inspired by the insights provided by Tamara, you might want to know how your business can get maximum benefit from the platform model to become leaders in your industry sector.

To differentiate yourself from your competition you need to be able to provide a service to your own customers that surpasses what they have experienced before, has the flexibility to cater for multiple use cases, and enables cost-effective, secure, and consistent communication across both the traditional and digital channels that Tamara covered.

By working closely with our major platform partners Infobip has extended what is possible with the CPaaS model by developing a new solution created especially for platform companies called CPaaS X.

Deep dive into all the benefits that CPaaS X provides in our in-depth blog CPaaS has evolved. These include: