Infobip, a global cloud communications platform, facilitates businesses in crafting and executing complete customer purchase journeys within WhatsApp. Leveraging the latest features in the WhatsApp Business Platform with Infobip, businesses can establish pathways for customers to perform tasks and make purchases seamlessly within the app, enhancing the experience and boosting conversions.
Previously, businesses using WhatsApp had to guide customers outside the app to external websites, support services, or payment gateways for information, agent contact, and purchases. This fragmented approach introduced friction, inconsistencies, and higher cart abandonment.
“With time now being measured in a jiffy, and convenience being the most important parameter across all digital platforms, Payments on WhatsApp, with minimal processing steps, and upfront confirmation of policy payments, was much needed to boost consumer confidence and satisfaction. Prior to the Payment on WhatsApp service, consumers would need to go through several steps including, log in to a mobile app, authentication process, and payment gateway processing, while with payments on WhatsApp, these steps are eliminated. In the first three months of the launch of this service, approximately 3000 customers successfully paid around Rs. 40 million for renewal. Our tech partner Infobip provided incredible support in integrating payments on WhatsApp Pay into the TATA AIA Life Insurance payment system. It’s been a resounding success, and our consumers couldn’t be any happier. Team dedication and expertise made this integration a breeze. The impact on our operations and customer satisfaction has been remarkable – the convenience and security of payments on WhatsApp have won over our customers, leading to increased sales and loyalty.” Atul Malhotra, vice president of digital servicing and service to sales, Tata AIA Life Insurance, said.
This is part of Infobip’s strategy to enable businesses to seamlessly build end-to-end conversational customer journeys with the full support of our professional services, which include building data flows, developing and creating custom use cases, and monitoring. It follows Infobip’s launch of click-to-chat advanced analytics last month, which combines ads from Facebook or Instagram with WhatsApp, Messenger, or Instagram direct messaging to increase conversions and return on ad spend.
“Customers want richer, more conversational experiences with a business or brand on the channels they use with their family and friends. By removing the need to jump between different apps and websites, one-to-one purchase journeys in the WhatsApp Business Platform with Infobip help create value for businesses and their customers. With our enhanced professional services offering, we can help brands easily integrate Flows and Payments into their existing workflows and payment gateways,” Ben Lewis, vice president of marketing and growth, Infobip, said.
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