New research from global cloud communications platform Infobip reveals that chat apps such as WhatsApp are becoming crucial channels for customer communications, demonstrating the growing importance of conversational experiences. Whether for marketing, support, or sales, they increasingly want conversational experiences with a business or brand on their preferred channel. The analysis reveals several trends in customer communications. First, customer communications today are more digital than ever, with a 68% increase in interactions across all digital channels. But, as our data shows, to meet customer needs, businesses and brands must first embed global real-time omnichannel communications.

Source: The North Africa Journal November 24, 2022 15:33 UTC