Creating personalized, customer-centric messages and targeting the right people at the right time via multiple channels is crucial in the digital era when people are easy to reach, but it is hard to keep their attention and keep them engaged.
We are building great new things that will help you connect your systems, fully automate and create compelling, personalized multi-step communications to follow your customers through each step of their journey.
Let’s see what’s coming soon in Broadcast, Flow, Target, and Analyze.
Codeless IVR Builder in the Flow
We are happy to announce that soon you will be able to build IVR (Interactive Voice Response) without a single line of code using Flow in our Portal. Let your developers rest a bit while you use the simple drag-and-drop interface to create inbound and outbound IVR Flows.
What can you do with it and why is this useful?
- Use outbound IVR Flows to efficiently communicate important deadlines, contract or subscription expiration, or to inform your customers with important service notifications.
- Offer your customers an option to solve a query without agent involvement or transfer the call to the agent using the IVR options in Flow.
- Improve the security of your customers and simplify the authorization process using an inbound IVR Flow and then transferring the call to an agent.
- Ask for post-call feedback and combine IVR with other channels like SMS, chat apps or email to get a better response rate.
Note: please contact your Account Manager to get more information.
Automate and Personalize Communication - Real-time Interaction with External Systems
Fully automate and personalize communication with your customers using our new API functions. The new Call API will allow interaction between an external system such as a website or a CRM, and Flow in real-time. It is a new step in the Flow builder which allows you to request information from another system and save responses to personalize and steer communication in the Flow depending on that data.
Here are some examples:
- Allow customers to ask for loyalty points status, send a request to your system and get info to send a personalized message and reply with the requested information.
- Update the CRM by asking customers if they recently changed, for example, their address or ask if they are interested in a specific product that you have on sale and then have one of your agents contact them.
- Easily update your system if a person wants to opt-out to stay compliant with personal data regulations such as GDPR.
What else can you expect?
- Flow and Email templates - save time and simplify the process of building communications with predefined templates which will include email layout, flow steps and even suggested content.
- URL Shortener – create short links directly in the Portal to save characters for your message and make your links shareable. Track unique clicks and analyze traffic to manage communications more effectively and understand which activities provide the most value.
- Connect your website, CRM or application with the Infobip platform using People API and avoid manual importing of your audiences to People. New People API brings improvements for accessing people as well as new simplified methods for updating people information.
- Add people to Flow automatically to send messages based on an external trigger using the new Flow API. Use it to tailor onboarding and welcome messages for new customers or to create post-service surveys after delivery or a webshop purchase.
- There will be many other new useful things such as the improved Analytics dashboard with new channel-specific details, ability to execute Flows for a longer period, and much more.
Keep your subscribers and customers engaged, boost retention and loyalty, drive revenue, improve experience and collect feedback with our communication solutions. Stay tuned and get ready for the new releases coming from the Infobip team.
Until then, enjoy creating omnichannel multi-step communication scenarios. If you still haven’t tried Flow, check out the Flow guide.