As Malaysia’s online shopping landscape continues to grow, omnichannel solutions are reshaping how businesses connect with customers, ensuring a smoother and more satisfying shopping experience. Guray Ozturk, Head of BFSI and Digital, APAC, from Infobip, shares his expert insights on how omnichannel strategies are transforming ecommerce, especially during high-traffic periods like the upcoming 11.11 sales event.
“Malaysians just love discounts,” states Ozturk. He explains that events like 11.11 are more than just shopping frenzies; they are opportunities for brands to captivate customers with well-timed promotions and hassle-free transactions. But with increased customer demand, issues like slow-loading sites, abandoned carts, and delayed responses can hinder a satisfying shopping journey. How can companies turn these challenges into profitable opportunities?
Elevating Promotions with Multi-Platform Messages
For customers, receiving timely updates on discounts and launches across various social media channels makes all the difference. Omnichannel solutions make it easy to keep everyone informed, from WhatsApp to Instagram, ensuring no one misses out on their favorite deals.
Imagine a shopper finding the perfect item in-store but choosing to wait for an online sale. By following the brand on social media, they’re alerted when the sale goes live and can purchase it in minutes, with updates provided through WhatsApp and email. “This seamless communication ecosystem keeps customers engaged and aware,” Ozturk highlights, adding that it also helps brands maintain a steady connection with customers.
Timely Reminders to Boost Conversions
Omnichannel platforms can prompt customers who may have left their shopping carts full but unpurchased. By sending tailored reminders through email or direct messages, brands can ensure that customers stay engaged with their chosen items. “Omnichannel platforms provide smart reminders to prompt customers every step of the way,” says Ozturk, noting that these reminders help turn browsing into buying.
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Instant Updates for Transparent Transactions
For shoppers, the post-purchase phase is as crucial as the actual buying process. Omnichannel platforms provide real-time notifications on everything from order confirmations to delivery updates. “Providing transparency builds trust with customers,” says Ozturk, emphasizing that each update keeps customers informed and engaged.
24/7 Support with AI-Powered Assistance
In a digital-first world, customers expect instant support. Thanks to AI-driven chatbots, businesses can now provide round-the-clock assistance that keeps shoppers satisfied. From answering FAQs to handling more complex issues, AI makes customer support both efficient and accessible. “Automating certain processes reduces operational costs while ensuring customers receive timely responses,” Ozturk notes, adding that this blend of AI and human support ensures no question goes unanswered.
About Infobip
Infobip is a global leader in omnichannel communication, helping businesses deliver seamless customer experiences. From multi-platform messaging to AI-driven support, Infobip empowers companies to build stronger relationships with their customers.
