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WhatsApp, it turns out, may be the key for Malaysian businesses to really level up their marketing game. After all, over 13.8 million Malaysians use WhatsApp as their go-to social messaging platform – and in fact, Infobip found a 29.3% increase
in mobile app messaging for marketing use cases in 2023 alone. By leveraging these two important insights, businesses utilising WhatsApp’s latest business arsenal can boost their operations to a whole new level. In the age of customers demanding personalised, conversational, and instant communication with brands, Click-to-WhatsApp ads have become imperative for business success. In a nutshell, Click-to-WhatsApp ads are promotions on social media platforms like Facebook and Instagram that direct customers to chat conversations over WhatsApp. This call-to-action button then immediately prompts a conversation with the brand’s official WhatsApp Business account. While this may seem as just a simple tactic to engage customers, Click-to-WhatsApp is ...

Brands in Malaysia deliver a moderate customer experience (CX) below the APAC average Malaysians still prefer live human agent support via online live chat, social media, or over the phone As 89.6% of the total Malaysian population are internet users today, global cloud communications platform, Infobip today released a commissioned study prepared by Forrester Consulting to understand how human and automated engagement has evolved. The study seeks to highlight whether the dominance of digital transformation has given rise to self-service and automated support or are customers still expecting real-time personalized services and interactions from live human agents. Titled “Redefining Human and Automated Engagement – How APAC Consumers Have Impacted The CX Agenda”, the custom study involved 1,210 participants across mainland China, Hong Kong, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Thailand, Taiwan, and Vietnam. Forrester also examined customers’ preferred touchp...

Partnership to deliver comprehensive CPaaS, SaaS and data management solutions to help businesses deploy go-to-market solutions and accelerate their digital transformation journey Industry-first joint offering sets to digitally transform the financial services and insurance market in 2022 Global cloud communications company Infobip has inked a partnership with Data Cohorts, market leader in Customer Communications Management and Business Process Outsourcing, to offer the financial services and insurance industries a unified communications platform to enhance customer service experience through digital solutions. Infobip’s complete joint solutions comprising CPaaS and SaaS capabilities are now offered alongside Data Cohorts products that will further enable life insurance companies to efficiently deliver a personalised omnichannel customer engagement experience. This partnership comes in timely with ongoing trends in the sector, where 25% of the insurance industry will be automated in...