Infobip Enables Brands to Connect with Customers on Their Favourite Search Engine with Google’s Business Messages

Infobip has integrated Google’s Business Messages, a mobile conversational channel that enables customers to engage with brands directly through Google Search and Maps, into its Communications-Platform-as-a Service (CPaaS). This channel instantly reaches customers to enable discovery and satisfy intent as quickly as possible.

The addition of Google’s Business Messages to the Infobip platform gives brands a private messaging choice allowing them to manage communication with customers directly inside a browsing session, removing friction associated with the need to seek alternative engagement channels.

Given 93%[i] of online experiences begin with a search engine session, and with Google’s 95% share of the global search market plus 70%[ii] share of the navigation app market, its overwhelmingly the most popular discovery tool for consumers worldwide.

The service offers features that enable a message button on Google Maps and Google Search for anyone looking for support or data through navigation, transaction, or information searches. This capability eliminates the time needed by a customer to look up a number or call a contact centre for information, thus improving overall customer experience.

This experience can also be automated with a Bot which is able to quickly identify the user’s requirements and provide solutions with minimal human interference – resulting in fewer calls to a call centre – for an even faster seamless customer experience that also drives efficiencies for businesses.

John Shirley, Partnerships Development Principal at Google, said: “I’m excited that Infobip has integrated their Conversations and Answers platform with Google’s Business Messages. As a leading global provider of engaging and helpful chat solutions, Infobip’s many brand users can now delight their customers with helpful conversational messaging experiences using all the useful features like carousels and photos.

“There has been amazing growth in near me now searches, so by enabling messaging via Business Messages directly within Maps, Search and Website entry points, brands can create dynamic, asynchronous conversations that drive customer satisfaction results.”

Adrian Benić, Chief Product Officer at Infobip said: “When a consumer brings up a search or map query, it is an indication that they are ready to talk to a brand about something they need or want. At this point your company will be expected to respond quickly and with information that will help. Infobip has long recognized the need to meet customers where they already are and make that customer journey as quick, convenient, and satisfying as possible. That is why we have integrated Google Business Messages into the choice of channels available through our platform. By engaging with customers early in their engagement journey you as a business can prevent customers from having to jump through unnecessary ‘hoop’s that can get them from where they are to where they want to be fast.”

The global availability of Google’s Business Messages is part of Infobip’s end-to-end CPaaS offering that is unrivaled in terms of diversity, range and power of functionality. This is provided by chatbots, assisted conversations, unified customer data, contact centres, automated campaigns, authentication and security solutions.

Infobip is an established global expert in the fast-growing business communications and messaging space, offering a cloud-based delivery model that helps organizations drive growth and loyalty through data-driven conversational customer journeys.

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 65+ offices across six continents. It offers natively built technology with the capacity to reach over seven billion mobile devices and ‘things’ in 190+ countries connected directly to over 650 telecom networks. Infobip was established in 2006 and is led by its co-founders, CEO Silvio Kutić, Roberto Kutić and Izabel Jelenić.