How Infobip’s omnichannel solutions enable a successful digital customer experience

SourceArabian Business
CountryMiddle east

Digital transformation today is driving organisations to adjust their business models and adapt to the current consumer reality. Interestingly, this transition is not driven by the organisations themselves, but rather by their customers. With these challenging economic times comes an excellent opportunity for customer-centric brands to differentiate themselves from competitors that refuse to adapt to a digital environment or recognise the emerging trends customers are inadvertently providing.

The tricky part is collecting and understanding those trends to equip employees with advanced resources to give consumers valuable experiences.

In 2019, top global pain points in customer service included long wait times for customers, the need to repeat information to customer support agents, and frequent transfers across customer service departments. Those flaws in customer service became even more apparent (and problematic) during the pandemic as online shopping increased tremendously in the MENA region. More specifically, these pain points are common in the contact centre because not many customer service departments can incorporate more...