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.
Adrian Benić, Chief Product Officer, Infobip