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

The 3rd Liangzhu Forum to Open in China’s Hangzhou to Highlight Harmonious Civilization Interplay

HANGZHOU, CHINA - Media OutReach Newswire - 16 October 2025 - From October 18 to 20, the 3rd Liangzhu Forum will be held in Hangzhou, capital city of east China's Zhejiang Province, when the profo...

Street Showdown. Seven Title-Contending Lineups Converge on Beijing for GT World Challenge Asia Season Finale

BEIJING, CHINA - Media OutReach Newswire - 16 October 2025 - This weekend, the 2025 Fanatec GT World Challenge Asia powered by AWS heads to Beijing for its season-ending showdown, where seven driv...

Kling AI Redefines Content Creation with AI-Powered Films at MIPCOM Cannes

CANNES, FRANCE - Media OutReach Newswire - 16 October 2025 - Kling AI, the AI-powered creative platform from Kuaishou Technology, made a compelling debut at MIPCOM Cannes, the premier gathering o...

OPPO Find X9 Series to Launch Globally, Set to Redefine Mobile Imaging

SHENZHEN, CHINA - Media OutReach Newswire - 16 October 2025 - OPPO, the world's leading smart device brand, today announced the global launch of its latest flagship Find X9 Series following the pr...

Primech Holdings Signs Strategic MOU with GAIB to Unlock First-of-its-kind ARaaS Revenue Models Through Tokenization

SINGAPORE - Media OutReach Newswire - 16 October 2025 - Primech Holdings Ltd. ("Primech" or the "Company"), a leader in AI-powered hygienic robotics, today announced the signing of a strategic Mem...

"Go Where Flavors of Hunan Abound": Hunan Cuisine Goes Abroad, Spreading Cultural New Chapters Through Food

BANGKOK, THAILAND - Media OutReach Newswire - 16 October 2025 - As the spicy aroma of Hunan cuisine wafts through the streets of Bangkok, a cross-border culinary dialogue quietly begins. Recently...

DL & Antalpha US$100M Gold, US$100M Bitcoin Plan

HONG KONG SAR - Media OutReach Newswire - 17 October 2025 - DL Holdings Group Limited (HKEX: 1709) today announced a comprehensive strategic partnership with Antalpha, a global leader in digital a...

Wildberries Launches Purchase on Credit in Kazakhstan

ASTANA, KAZAKHSTAN – Media OutReach Newswire – 17 October 2025 – Wildberries, a leading digital platform in Eurasia, has launched the option to pay for purchases on credit on its marketplace to cu...

XTransfer Shines at the 2025 APSARA Conference

Selected for "Alibaba Cloud Best Practices for Chinese Enterprises Going Global" SHANGHAI, CHINA - Media OutReach Newswire - 17 October 2025 - XTransfer, the World's Leading B2B Cross-Border Trad...

Nikken Sekkei to Exhibit and Present at "Japanese Culture in Architecture and Materials" in Ho Chi Minh City

Exploring the Art of Designing Spaces that Inspire Emotion HO CHI MINH CITY, VIETNAM - Media OutReach Newswire - 17 October 2025 - Nikken Sekkei will take part in "Japanese Culture in Architectur...

Brennan Bolsters Leadership to Accelerate Next Growth Chapter

In a move to further embed cybersecurity at the heart of its business strategy and deliver sovereign secure-by-design solutions for its customers, A...

How to Be Investable: Insights from Richelle Nicols, CEO of Pollinatr

Richelle Nicols is the CEO of Pollinatr, a pioneering investment and business development program designed to support and accelerate the growth of s...

What Can Australian SMEs Hope For in a Meeting Between Albanese and Trump?

For small and medium-sized enterprises (SMEs) in Australia, international politics might seem distant—but when leaders like Prime Minister Anthony...

Qantas to Serve Nan’s Davidson Plum Cookie

Lake Macquarie, NSW (Awabakal Country): From a single mother’s kitchen bench to supermarket shelves, Wiradjuri entrepreneur Terri-Ann “Tezzi” Dani...

Minns Labor Government shutting down the Business Connect program

The NSW Opposition is concerned that the Labor government will shut down a support program that has assisted New South Wales businesses. In a media ...

Samsara Eco appoints Dr. Lars Kissau as General Manager for Asia

Australian biotech innovator Samsara Eco has announced the appointment of Dr Lars Kissau as its first General Manager of Asia. Based in Singapore...