Infobip integrates with Google Business Messages

Cloud communications company, Infobip, has integrated Google Business Messages, a mobile conversational channel that enables customers to engage with brands directly through Google Search and Maps, into its Communications-Platform-as-a Service (CPaaS). This channel instantly reaches customers to enable discovery and satisfy intent as quickly as possible.

The addition of Google Business Messages to the Infobip platform gives brands a private messaging choice allowing them to manage communication with customers directly inside a browsing session, removing friction associated with the need to seek alternative engagement channels.

The service offers features that enable a message button on Google Maps and Google Search for anyone looking for support or data through navigation, transaction, or information searches. This capability eliminates the time needed by a customer to look up a number or call a contact center for information (and improves the customer experience).

This experience can also be automated with a Bot that is able to quickly identify the user’s requirements and provide solutions with minimal human interference – resulting in fewer calls to a call center for example.

When a consumer brings up a search or map query, it is an indication that they are ready to talk to a brand about something they need or want. At this point your company will be expected to respond quickly and with information that will help. Infobip has long recognized the need to meet customers where they already are and make that customer journey as quick, convenient, and satisfying as possible. That is why we have integrated Google Business Messages into the choice of channels available through our platform.

Adrian Benić, Chief Product Officer, Infobip