With the aim of elevating CX and spreading more love and joy to their clients, Floward, the go-to online flowers and gifts delivery destination in the MENA and UK partnered with Infobip, utilizing the company’s omnichannel cloud contact center solution, Conversations, and chatbot building platform, Answers.
In addition to constantly introducing new and innovative features to its application, Floward is always working on improving its customer journey and making it as seamless as possible. To meet people’s communications preferences, Floward is offering them multiple ways of contact through any channel they feel comfortable, be it calls, WhatsApp, social media channels, and more.
Commending the partnership Floward CTO, Diyaa Hamza, explained, “At Floward, technology is the backbone of everything we do, and we are always looking at ways to utilize the latest solutions to better our customers’ experience on our platforms. Infobip’s Answers and Conversations have helped us take our customer journey to the next level through offering targeted and meaningful campaigns and by engaging with them across all stages of the transaction.”
Floward Head of Operations, Abdullatif Baluch said, “Floward’s vision is to become the preferred gifting platform in MENA and around the world. One of our key features is allowing clients to order gifts for their friends and family even if they don’t know the address. Naturally, this creates logistical difficulties but with Infobip’s WhatsApp APIs and chatbots we can build an authentic and seamless experience for recipients to share their address and receive their gifts on the same day.”
On the occasion, Edita Rokša, Customer Success Manager, Infobip, shared, “We are delighted to be working with Floward to help them meet the rising expectations of today’s ‘always-on’ customer.”
Nadja Zilic, Sales Engineer, Infobip also added, “Conversations and Answers not only help companies reduce costs and increase efficiencies but also increase the value of interactions and cultivate customer loyalty.”
Established in 2017, Floward is a full-fledged e-commerce solution that offers prime fresh-cut flowers sourced from the best growers and farmers around the world and arranged locally by a team of florists, and designers. Floward also offers cakes, chocolate and perfumes curated by the region’s most exciting designers bundled with its flower arrangements and manages last-mile same-day delivery to ensure the best customer experience.
Operating in 37 cities in nine countries across the MENA region and London, UK, Floward guarantees same-day delivery across the board through their own refrigerated fleet to ensure all deliveries arrive fresh to the customer.
Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip’s omnichannel engagement, identity, user authentication and contact center solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty.
With over a decade of industry experience, Infobip has expanded to 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. In the past 12 months alone, over 5 billion people have used Infobip solutions and services. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.
Recent accolades include:
- Infobip Recognised as The Established Leader in Juniper’s Competitor Leaderboard for CPaaS, 2021
- Infobip ranked leading service provider in the mobile messaging space by Juniper Research in its new Competitor Leaderboard, 2021
- Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021).
- Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO’s annual Messaging Vendor Benchmarking Report 2021
- Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards