Transforming the Retail Experience with Omnichannel CX

Senior Content Marketing Specialist

Domagoj Puksec

Senior Content Marketing Specialist

Digital transformation is a continuous process that has been with us for decades especially so in the retail and ecommerce industry. Over the last few decades, the industry saw many disruptions, but none as drastic as the COVID-19 pandemic, which accelerated retail’s digital transformation on an unimaginable scale.

However, one thing has always remained true: customers are quick to take on new habits and even faster in demanding the best.

Retailers must now, more than ever, be flexible and available on their customers’ preferred communication channels while also delivering a personalized experience throughout the entire customer journey.

In every crisis, there is an opportunity. With Infobip’s omnichannel communication solution on Microsoft Azure, providing an engaging and connected customer experience has never been easier.

How Infobip and Microsoft help you

By using Infobip on Microsoft Azure, you get everything in one place – cloud contact center capability, chatbots, and effective marketing automation – across all channels. SMS, Email, Chat Apps (WhatsApp, Messenger, Viber, Telegram), Voice, Video, RCS, Apple Business Chat, Google Business Messages, and Mobile App Messaging – all of them at your disposal.

Remember, having everything in a single solution platform is not just about holding all the data in one location. It is also about collecting and analyzing relevant data and empowering your team to provide effective and engaging communication.

Detailed and accurate customer profiles

With Infobip’s solutions, you can easily gather data from all your online and offline sources such as:

  • Websites 
  • Apps 
  • Contact Center 
  • CRM 
  • ERP 
  • Loyalty cards 
  • Payment system 

.. and connect them to create a 360° view of your customers.

With this data in one location, you can create detailed and accurate customer profiles, enabling you to have truly personalized and engaging communication with your customers.

True omnichannel customer engagement

After you’ve armed your team with detailed and accurate customer profiles, it becomes much easier to drive revenue generation by engaging with your customers using the right messages over the right channels at the right time.

Infobip’s Moments lets you do just that and much more! It allows you to tailor each customer’s journey, taking into account time, channel, content, and context.

From real-time alerts to nurture and incentive flows, you can quickly and easily create and optimize effective flows that target customers at precisely the right points during their customer journeys without worrying about channels and devices.

Always on customer support

A key pillar of having an exceptional customer experience in retail has always been customer support. When customers ask for help, they expect immediate assistance that caters to their needs and preferences.

To deliver on such a tall order and always be there for your customers requires a comprehensive and connected customer support solution – one designed to help both your customers and your agents.

Infobip’s Conversation, an omnichannel cloud contact center solution, lets you tackle customer support from all angles, from a single interface. It combines the convenience and power of chatbots that take care of the simpler queries and empowers your agents to have an unprecedented level of insight into your customers’ issues.

Using Conversations, agents have access to full conversation history across all channels. This helps agents:

  • Seamlessly take over queries chatbots aren’t programmed to handle 
  • Detect repeat issues and provide faster resolution 
  • Offer complementary products or services for more cross and upsell opportunities

Are you ready to transform your communication?

Thanks to the partnership between Infobip and Microsoft, the tools and channels you need to captivate and engage your customers have never been easier to integrate.

By combining and leveraging the solutions listed above, you can quickly and easily start wowing your customers with exciting journeys on their channel of choice.

Apr 8th, 2021
3 min read
Senior Content Marketing Specialist

Domagoj Puksec

Senior Content Marketing Specialist