Moments: The Omnichannel Customer Engagement Solution by Infobip (Guide)

Summary

Infobib's omni-channel customer engagement solution leverages its PeopleCDP to create accurate customer profiles, enabling personalized communication. Users can easily segment their audience based on demographics and behaviors, and engage through targeted campaigns across multiple channels. The solution supports both broadcast and multi-step automated flows, offering flexibility in campaign creation. Personalization, event tracking, and detailed analytics help businesses optimize communication strategies and measure success. By providing a comprehensive view of engagement efforts, Infobib empowers businesses to connect with customers at key moments and refine their marketing strategies.

Takeaways

• 😀 To engage customers, you need access to accurate and up-to-date data, either through integrations or a customer data platform (CDP) like PeopleCDP.
• 😀 Customer profiles can be automatically created and updated by connecting the CDP to your website, mobile app, or third-party systems.
• 😀 Audience segmentation allows for targeting specific customer groups based on demographics, behavior, and preferences.
• 😀 Personalization of communications is made easy by segmenting audiences and using custom fields from customer profiles.
• 😀 The Moments section of the platform helps you quickly create and manage campaigns, offering templates for various use cases.
• 😀 Frequency capping ensures that you don't overwhelm users with too many messages, focusing on sending only the most important ones.
• 😀 Two key features in Moments are Broadcast (for one-way communication) and Flow (for creating automated multi-step processes).
• 😀 In Flow, you can define entry points, such as predefined audiences or external triggers, to start an automated campaign.
• 😀 Adding tags and tracking customer reactions (like link clicks) allows for further segmentation and personalized follow-ups.
• 😀 Campaigns can be customized with advanced options like tracking clicked links and personalizing messages using placeholders from customer profiles.
• 😀 Analytics help you measure the success of campaigns, providing insights on delivery rates, click-through rates, and overall performance.
• 😀 Setting clear goals for your campaigns ensures measurable success and helps you adjust strategies for future engagement.

Q & A

What is the main function of the PeopleCDP in the Infobib solution?

The PeopleCDP is a customer data platform that helps businesses create and manage accurate, up-to-date customer profiles by integrating data from websites, mobile apps, and third-party systems. It automates the creation and updating of profiles, ensuring real-time data accuracy.

How does audience segmentation work within the Infobib Moments platform?

Audience segmentation allows businesses to target specific customer groups based on demographics, behavior, and preferences. For example, a business can send personalized messages to customers who subscribed to a newsletter within the last month, or those located in a specific city.

What are some benefits of using audience segmentation for customer communication?

Audience segmentation helps deliver more personalized and relevant messages to customers, improving engagement and effectiveness. It also saves time by automating the targeting process, and ensures messages are only sent to the most appropriate groups.

What types of campaigns can be created using the Moments platform?

The Moments platform allows businesses to create various types of campaigns, such as one-way communication campaigns (broadcasts) or automated multi-step processes (flows). These can include personalized messages, promotions, notifications, or customer feedback requests.

What is the difference between 'broadcast' and 'flow' in Moments?

A 'broadcast' is a one-way communication campaign where a message is sent to the target audience. A 'flow' refers to an automated multi-step process that triggers various actions, like sending a series of messages based on customer behavior or interactions.

How can personalization be integrated into campaigns on the Moments platform?

Personalization is integrated by using dynamic placeholders in messages, such as customer names or preferences, which are automatically pulled from the customer profiles in PeopleCDP. This creates a more tailored and relevant communication for each recipient.

What role do tags play in audience segmentation and customer engagement?

Tags are used to track customer reactions and interactions, such as whether a customer clicked a link in a message. These tags are stored in the PeopleCDP, allowing for deeper segmentation and more personalized content in future communications.

Why is it important to set a goal for each campaign?

Setting a goal for each campaign helps measure its effectiveness by defining a success metric, such as the number of link clicks or conversions. This enables businesses to track performance, optimize strategies, and improve future campaigns.

What types of communication channels are available for sending messages through Moments?

Moments supports multiple communication channels, including SMS, email, and voice calls. It also offers features like failover options, which switch to an alternative channel if the primary one fails to deliver the message.

How does the Moments platform help businesses improve their marketing strategy?

Moments provides detailed analytics and campaign performance tracking, offering insights into message delivery rates, engagement levels, and customer behavior. This data helps businesses refine their strategies and make data-driven decisions for future communications.