Taking a closer look at the 473 billion messages sent on the Infobip platform in 2023 reveals a fascinating shift in the types of messages that are being sent. As consumers look for a deeper connection with the brands they buy from, it is the conversational messaging channels that are seeing the fastest growth.
With the digital revolution that we predicted in previous Messaging Trends reports well underway, brands all over the world have been adopting an omnichannel approach to their customer messaging. However, there is no single blueprint that can be applied in all
regions and to all use cases. With different messaging apps popular across the regions there is a requirement for flexibility in the primary and secondary channels that are utilized for transactional and promotional use cases.
It has become clear that a messaging strategy supported by a conversational customer experience platform is crucial to realizing the benefits of creating closer relationships with customers through targeted two-way interactions.