Product updates Q2 2024
Get up to speed on Infobip’s latest product updates. Whether you’re new to Infobip or looking to dive deep into our latest features, this update will empower you to increase engagement and achieve optimal efficiency.
Quarterly highlights
In this quarter’s Product Updates, learn about the exciting recent product releases such as our new Swift Launch service that streamlines sender and campaign registration processes. In addition, find out how we enhanced re-engagement actions for Answers, and how we facilitate performance tracking in WhatsApp Business threads with Conversions API.
Quarterly highlights summary
In the video above, you’ll find a detailed overview of our latest updates and features. Here’s a brief summary of the key highlights covered:
- Swift Launch – New service designed to simplify sender and campaign registration processes. With Swift Launch, you gain access to a dedicated Compliance team that offers expertise, practical insights, regulatory knowledge, and proactive engagement to effectively meet your evolving needs.
- Triggering actions after user inactivity for Answers – As users sometimes tend to drop out of chatbot conversations and fail to reply within the expected period, we are addressing this by introducing new triggering actions. The new timeout option in Answers allows you to configure the bot to set up reminders and different actions based on where the user was in the chatbot journey.
- Conversions API for WhatsApp Business – Previously, we introduced Infobip Analytics for conversations initiated through Click to WhatsApp Ads. This feature helps you mitigate unconnected data challenges and send conversion signals back to Meta when using a chatbot on Answers. Now, we are excited to announce that this capability is also available for those using the WhatsApp API.
Continue reading to find out more about the remaining innovative features that will enhance your customer interactions, streamline your processes, and drive your business success.
Check out our new Documentation Pages
For developers, our Documentation empowers them to bring products to market faster by providing clear, concise, and actionable information. As our goal is to always put the customer first, we brought you brand new Documentation pages; faster and more organized, with more yet to come.
RCS: Enhanced customer engagement with cost-effective RCS pricing
We’re introducing session-based pricing to our Rich Communication Services (RCS) offering. This new pricing model allows businesses to engage in more cost-effective, two-way interactions with their customers. By optimizing communication costs, businesses can enhance their marketing efforts, improve customer support, and elevate overall customer satisfaction. With session-based pricing, you can now maximize the value of your RCS interactions while maintaining budget efficiency.
This feature is particularly beneficial for the following industries as it supports conversational use cases:
BFSI: Financial institutions can use cost-effective RCS pricing to provide a personalized banking approach, educational content on services, and appointment bookings, enhancing customer trust and engagement.
Retail: Retailers can leverage session-based pricing to offer personalized shopping assistance and recommendations, manage order tracking, as well as returns and refunds, driving sales and customer loyalty.
Healthcare: Healthcare providers can improve patient communication by offering an online assistant and health tips, appointment scheduling, and medication management, ensuring better patient engagement and adherence to care plans.
Moments: Simplify compliance with the new SMS Double Opt-In Template
This new Moments template feature streamlines the process of obtaining explicit subscriber consent, ensuring legal compliance before sending promotional messages. By using the SMS double opt-in template, you can confidently engage with your customers, knowing you have their clear permission to receive marketing communications. This update not only helps you meet regulatory requirements, especially in the USA, but also enhances trust and transparency with your audience.
This feature is particularly relevant for industries where regulatory compliance and customer trust are paramount:
BFSI: Financial institutions can ensure regulatory compliance while building trust by obtaining explicit consent for marketing messages, thus improving customer relationships, and reducing legal risks.
Retail: Retailers can enhance customer loyalty and trust by confirming subscriber consent for promotional messages, ensuring a positive brand image and better engagement.
Conversations: Enhance CSAT & metrics accuracy with Smart Automations for Conversations
The new Conversations capabilities were designed to enhance customer satisfaction and improve metrics accuracy. Let’s explore how these features can benefit your support team through a practical scenario:
Imagine a returning customer contacting your support outside of working hours and receiving an automated message.
Considering the importance of service efficiency and satisfaction, these features are particularly relevant for the following industries:
BFSI: Financial institutions can ensure precise SLA tracking and timely responses, improving customer trust and satisfaction with their support services.
Retail: Retailers can keep agents promptly informed of new customer inquiries, enhancing service efficiency, and boosting customer loyalty.
Healthcare: Healthcare providers can reduce patient anxiety with clear waiting time estimates and ensure compliance with service standards, leading to better patient experiences and satisfaction.
Travel: Travel companies can offer timely support for booking issues, itinerary changes, and travel emergencies, enhancing the overall travel experience, and ensuring customer satisfaction during critical travel moments.
WhatsApp Business Platform: Send interactive messages with CTA buttons
An exciting new WhatsApp Business update allows sending Call-to-Action (CTA) buttons as interactive messages. Previously reserved for templated, business-initiated messages, CTA buttons can now be utilized in free-form interactive messages as well.
Please note that in this format, CTA buttons cannot be combined with quick-reply buttons.
This new feature provides greater flexibility in how you engage with your customers, enabling more dynamic and responsive interactions through WhatsApp.
CTA buttons are relevant across several industries, particularly those that prioritize customer engagement and interaction:
BFSI: Financial institutions can use CTA buttons to streamline customer actions such as checking account balances, initiating fund transfers, or scheduling appointments with financial advisors, enhancing customer service and engagement.
Retail: Retailers can leverage CTA buttons to drive sales by enabling customers to quickly view product details, make purchases, or track orders, resulting in a more interactive and satisfying shopping experience.
Travel: Travel companies can utilize CTA buttons to facilitate quick booking confirmations, itinerary changes, and customer service inquiries, providing travelers with a seamless and responsive support experience.
Healthcare: Healthcare providers can use CTA buttons to allow patients to book appointments, request prescription refills, or access health resources, improving patient engagement and convenience.
Transportation & logistics: Companies in this sector can employ CTA buttons to enable customers to track shipments, schedule pickups, or get real-time updates on delivery statuses, enhancing operational efficiency and customer satisfaction.
WhatsApp Business Platform: Send marketing campaigns with WhatsApp Carousel Templates from Broadcast
We’re introducing the ability to send WhatsApp Carousel templates via Broadcast, along with significant UI improvements in Broadcast.
You can now create visually appealing and interactive Carousel templates using the WhatsApp template editor on our Portal and seamlessly send them through Broadcast.
These Carousels enable businesses to deliver targeted, personalized messaging experiences tailored to their audience’s preferences and interests, enhancing the effectiveness of marketing campaigns, leading to higher conversion rates, and improving ROI.
Broadcast UI now automatically adjusts to accommodate different templates, ensuring a smooth and intuitive experience.
This feature is highly relevant across multiple industries where personalized and visually engaging messaging is crucial:
This feature is highly relevant across multiple industries where personalized and visually engaging messaging is crucial:
Retail: Retailers can showcase multiple products or offers in a single message, making it easier for customers to browse and purchase directly from WhatsApp, thereby boosting sales and customer engagement.
BFSI: Financial institutions can use Carousels to highlight various services such as loans, credit cards, or investment options, providing customers with a comprehensive view of their offerings and encouraging them to take action.
Travel: Travel companies can create engaging Carousels to display different travel packages, destination highlights, or special deals, making it simpler for customers to explore options and book their next trip.
Healthcare: Healthcare providers can use Carousels to share important information about different health services, wellness programs, or appointment slots, helping patients make informed decisions about their healthcare.
Transportation & logistics: Companies in this sector can utilize Carousels to provide updates on various shipping options, delivery schedules, or promotional offers, enhancing customer experience and operational efficiency.
ANAM Protect: Expanding Flash Call Detection and Blocking with range-based thresholds
ANAM Protect had an important security update. Our current system blocks flash callers on a number-by-number basis, but flash callers use a wide variety of number ranges. This makes our existing detection logic and automatic blocking less efficient. Additionally, some numbers are reused infrequently, often just once for one-time passwords (OTPs), making it hard for our system to detect them.
To address these challenges, we are introducing a significant upgrade. Our system will now support thresholds for entire ranges of numbers, allowing us to block whole groups of numbers at once. With these improvements, we aim to provide better protection and more efficient blocking against unwanted flash calls.
This feature is highly relevant for the Telecoms industry.
We hope these features have inspired you to enhance your customer engagement strategies and operational efficiency with Infobip. Stay tuned for more innovations that empower your success.
