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Product Updates: Enhanced Customer Service, New Integrations, and Greater Security and Personalization

Product Updates: Enhanced Customer Service, New Integrations, and Greater Security and Personalization

This month our focus is on personalization, CX integrations, security, and segmentation. Discover how our latest product updates benefit you.

February is the shortest month of the year, but it is not falling short on updates for sure. Keep reading to get our latest product updates on all the new things coming for your customers. 

Conversations and Answers: Power-up your customer service with enhanced personalization

Our chatbot building platform Answers, and cloud contact center solution Conversations, are getting two major updates to help you provide a more personalized, always-on customer service. 

Last month we added Product Messages to WhatsApp Business. This month, we’ve integrated it into Answers and Conversations – empowering you to unlock a whole new set of conversational commerce capabilities. You are no longer limited to providing just customer support, now you can offer a personalized customer service on the channel your audience loves. 

Instagram topping the “world’s favorite social media network” charts is not a surprise, and with this in mind comes our next update. From now on, you’ll be able to use Instagram Direct Messaging to achieve increased responsiveness and customer satisfaction. For Answers, this can be accomplished with Stickers, Rich Card, and Carousel elements made available within the channel. With Conversations you have a new format – Generic Template. This gives you the ability to share the list of all your products and services in one single message – for a more interactive messaging experience. 

Integrations: Boost your CX  

To provide a friction-free customer experience, you need seamless integrations. Therefore, we’re constantly adding new integrations to help you unlock greater value and orchestrate meaningful customer journeys. 

SalesForce Marketing Cloud adds Kakao and Chingu Talk in their channel’s portfolio. All the channels available via this integration have a failover option so you can have uninterrupted customer communications. 

If you’re using the Freshdesk Contact Center platform, you now have access to our global voice connectivity that will ensure clear and scalable customer service.

If you have a ServiceNow integration, we’ve recently added 2-Way SMS making problems and communication errors a thing of the past. 

We have added Viber, in addition to WhatsApp Business and SMS to our Oracle Eloqua integration. This will allow you to improve customer personalization and engage your customers more efficiently.  

Finally, Oracle Digital Assistant has been added to our integration’s portfolio alongside WhatsApp Business as a channel of choice. With it, you can get even better engagement for your customers.  

Apple Messages for Business: Better segmentation with real-time customer data

Apple Messages for Business makes channel events visible in People, our customer data platform. With this update, you can be even better at audience segmentation, by viewing if channel users have:

  • Sent a message
  • Closed a conversation
  • Made a successful Apple pay request or OAuth request

Mobile Identity: increased transparency across security use cases

With this quick update, Mobile Identity makes it even easier to check SIM Swap and Silent Mobile Verification request history, allowing for more transparency with all your security-oriented activities.

If you’re an existing customer all you need to do is logon to the Infobip Portal. And for new customers try out our self-service option. 

This update has been completed automatically so all the requests are already visible Inside the Infobip Portal, under Logs in Analyze, all through one easily accessible dashboard.

Also, check out how we’re constantly evolving our services by reading this blog.

Deep dive into our February updates