Business Daily Media

Men's Weekly

.

New research reveals the growing prevalence of "conversational everything" for customer communications

Infobip data from more than 449 billion interactions in 2022 shows conversational experience is becoming more popular across all forms of customer communication, from sales to customer support

KUALA LUMPUR, MALAYSIA - Media OutReach - 29 March 2023 - New research from global cloud communications platform Infobip reveals the growing trend towards conversational experiences for customer communications.

The data, from 449 billion communications interactions on Infobip's platform across 2022, shows the rapid growth of interactions on chat apps such as WhatsApp Business Platform and social media channels such as Instagram for many customer needs.


Customer conversations on their preferred chat channel

Customers have access to more channels and devices than ever before. Infobip's analysis shows that traditional channels like SMS still play an important role for time-sensitive messages, two-factor authentication, and one-time passwords. But when it comes to engagement and support, customers are shifting to more conversational experiences over chat apps.

The data shows a 73% and 51% increase in WhatsApp Business Platform and Email interactions in 2022 compared to 2021, highlighting the ongoing critical nature of these channels. Demonstrating the desire of customers to connect with brands on channels they already use, the data also reveals a thirty-fold increase in Instagram interactions last year. Meanwhile Google Business Messages and Apple Messages for Business interactions increased by 186% and 232%.

For customer engagement, WhatsApp Business Platform, Voice, and mobile app messaging saw the highest growth in 2022. Since the introduction of marketing messages over WhatsApp Business Platform, customer engagement and promotional usage increased interactions on the channel by 2.5 times. Meanwhile, Voice and mobile app messaging increased by 191% and 92%, demonstrating how customers now prefer instant, rich, and human-like experiences with a business or brand.

Chatbots with conversational experience for customer queries

The data also shows how customers increasingly prefer to seek answers to their queries through chatbots on channels they use every day and that have rich capabilities. For instance, WhatsApp Business Platform interactions on Infobip's chatbot increased by 69% in 2022 while Telegram and SMS interactions increased seven-fold and five-fold respectively.

Conversational customer support

When it comes to customer support, Infobip's analysis shows customers now seek support on the conversational channels they use with their family and friends. Reflecting the desire for instant and rich messaging experiences, WhatsApp Business Platform interactions for customer support increased by 91%. Voice remains popular with a 51% increase.

Ivan Ostojić, Chief Business Officer at Infobip, said: "Our data reveals that conversational everything is rapidly becoming the norm for customer communications. Whether for marketing, support, or sales, customers want a conversation with a brand or brand on the channels they already use. For customers, the benefits are clear. They get a richer, more convenient, and more personalized experience. Businesses and brands meanwhile benefit from better customer loyalty and ultimately stronger sales."

The move towards conversational everything is mirrored across many industries:

  • Reflecting the shift from traditional banking to conversational banking, rich messaging is picking up pace with huge increases recorded on Google Business Messages, Instagram, and Telegram
  • The retail and eCommerce sector recorded significant increases in MMS, Instagram and mobile app messaging interactions in 2022
  • The data shows skyrocketing growth among rich communications channels including Instagram, Telegram, and Messenger within the transport and logistics sector last year
  • In 2022, marketing and advertising companies have increasingly turned to rich communication on MMS, Messenger, and Google Business Messages
  • MMS and Google Business Messages are leading rich channels within the telecoms industry for customer communication

Ivan Ostojić continued: "We expect to see conversational experiences continue to expand across sectors from ride sharing to healthcare and even the public sector as organizations adapt to conversational everything. But organizations may struggle to meet customer demand for such experiences without scalable and easy-to-use omnichannel communications. That is why Infobip's most comprehensive capacity and capabilities of any global communications provider helps ensure we are the one communication platform for every platform."

Hashtag: #Infobip

The issuer is solely responsible for the content of this announcement.

About Infobip

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey. Accessed through a single platform, Infobip's omnichannel engagement, identity, user authentication and contact centre solutions help businesses and partners overcome the complexity of consumer communications to grow business and increase loyalty. With over a decade of industry experience, Infobip has expanded to 70+ offices globally. It offers natively built technology with the capacity to reach over seven billion mobile devices and 'things' in 6 continents connected to over 9,700+ connections of which 800+ are direct operator connections. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.

Recent award wins include:

  • Infobip named a leader in the CPaaS Leaderboard, Juniper Research (February 2023)
  • Infobip named a leader in the CCaaS Leaderboard, Juniper Research (Aug 2022)
  • Omdia Ranks Infobip as Leader in CPaaS Universe Report (May 2022)
  • Ranked the leading service provider in CPaaS by Juniper Research in its new Competitor Leaderboard CPaaS Vendors (October 2021)
  • Infobip named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) 2021 Vendor Assessment (doc #US46746221, May 2021)
  • Best A2P SMS provider for the fourth year running by mobile operators and enterprises in ROCCO's annual Messaging Vendor Benchmarking Report
  • Best CPaaS Provider of the Year, Best RCS Provider of the Year, and Mover & Shaker in Telco Innovation at the 2021 Juniper Digital Awards

News from Asia

VinFast Indonesia to expand dealership network to 85 showrooms nationwide

JAKARTA, INDONESIA - Media OutReach Newswire - 26 July 2025 - VinFast, the Vietnamese Nasdaq-listed EV manufacturer, has officially signed agreements with 20 new dealership partners during th...

VinFast Indonesia continues to expand nationwide service workshop network

JAKARTA, INDONESIA - Media OutReach Newswire - 26 July 2025 - VinFast, the Vietnamese Nasdaq-listed pure-electric vehicle manufacturer, today announced the signing and implementation of strategic ...

HKSTP Takes Nine Game-Changing AI Tech Ventures to WAIC 2025 to Advance China's AI Plus Vision in Transforming Business and Industry

HONG KONG SAR / SHANGHAI, CHINA - Media OutReach Newswire - 27 July 2025 - Hong Kong Science and Technology Parks Corporation (HKSTP) is embarking on a mission to advance China's AI Plus vision wi...

Vietfood & Beverage - Propack Vietnam 2025: The Biggest International F&B Exhibition in Vietnam

HANOI, VIETNAM - Media OutReach Newswire - 28 July 2024 - From August 7-9, 2025, Vietfood & Beverage - Propack Vietnam 2025 - The biggest international F&B exhibition in Vietnam will offic...

Jollibee Group Evolves its Corporate Brand to Help Power Global Growth

Brand update brings to life its global purpose and positioning as a unified group of brandsMANILA, PHILIPPINES - Media OutReach Newswire - 23 July 2025 - The Jollibee Group, one of the world's fas...

Taiwan Cybersecurity Day Returns to Thailand — Showcasing Solutions for Thai Enterprises

TAIPEI, TAIWAN - Media OutReach Newswire - 28 July 2025 - As global threats become increasingly sophisticated, cybersecurity has become essential for business continuity and digital trust. Taiwan ...

AIA Hong Kong continues to lead the insurance industry with the most market No.1* in Q1 2025

HONG KONG SAR - Media OutReach Newswire - 28 July 2025 - AIA Hong Kong has once again led the industry with the most market No.1 in the first quarter of 2025, according to the Provisional Statisti...

Aifeex Accelerates Global Strategy with Seven AI Ecosystems to Lead the Future of AI Finance

KUALA LUMPUR, MALAYSIA - Media OutReach Newswire - 28 July 2025 - On July 22, 2025, Aifeex hosted the “2025 Global Artificial Intelligence Summit” in Kuala Lumpur, unveiling its strategic layout o...

YBUOJ Responds to BaFin Announcement, Reaffirms Compliance Credentials and Global Regulatory Commitment

COLORADO, USA - Media OutReach Newswire - 28 July 2025 - YBUOJ has issued an official response to a recent notice from the Federal Financial Supervisory Authority of Germany (BaFin), which alleged...

AsiaInfo Technologies Integrates with NVIDIA Omniverse to Accelerate Smart Manufacturing Transformation

BEIJING, CHINA- Media OutReach Newswire - 28 July 2025 - AsiaInfo Technologies Limited ("AsiaInfo Technologies" or the "Company"; HKEX stock code: 01675), a leading provider of software products...

Landowners Offered $30,000 Per Year for Just 1 Hectare: The Rise of 5MW Battery Projects Across Australia

In a pivotal shift reshaping Australia’s renewable energy landscape, landowners in Queensland, New South Wales, and Victoria are being offered up ...

Major national security tech alliance launches with Aerologix a founding member

Australia’s leading drone intelligence pioneer bolsters sovereign tech power Australia’s leading aerial data and drone intelligence platform, Aer...

Chris Hancock AM Honoured as 2025 Communications Ambassador

SYDNEY Chris Hancock AM, former CEO of AARNet, has been awarded the prestigious Communications Ambassador title at the 2025 Telecommunications Indus...

Baby boomers are driving development feasibility leading to larger apartments

As residential developers continue to grapple with feasibility issues on apartment projects, the sector is struggling to deliver volumes of new st...

Hays launches FY25/26 Salary Guide: ‘Salary Paradox’ deepens as pay rises fail Australians

Rising dissatisfaction with pay, progression and perks is fuelling a new wave of career change in FY25/26, as Australians demand more from employe...

Australian Businesses Still Stuck in the AI Hype Cycle

Data Governance Failures, ROI Gaps and Unclear Strategy Slowing Progress Despite artificial intelligence (AI) dominating headlines and boardroom ag...

Sell by LayBy