Working with Infobip, the new initiative will help to support messaging across the full online customer journey, including order confirmation, delivery times and substitutions.
RCS business messaging brings a mobile app’s functionality into the messaging platform. This will now enable Asda to provide rich media experiences to its customers via a channel they trust – the native messages app – with no additional installation or downloading.
The collaboration between Infobip and Asda increases brand awareness through logos and promotion for Asda Rewards App; and increases security as the sender is verified by operators.
Commenting on the new initiative, Martin Coates, Comms Product Manager from Asda says: "Ensuring our customers receive exceptional customer service is a key focus for us and we’re excited to be the first retailer to offer this innovation to customers. The idea is that that by providing customers with that additional peace of mind, we’ll boost customer engagement and reduce the number of failed deliveries."
"Infobip’s CX workshop helped us identify how to improve Asda’s entire customer journey through automation, AI, rich conversational communication, and a customer-first approach, which has led to this first step into RCS business messaging."
Krešo Žmak, VP Products, from Infobip, adds: "Asda is now the first UK grocer to stand out from the competition in this way, elevating its customer engagement?and attracting higher engagement rates.?The next generation of messaging is here, and it is set to provide consumers the features and functionality they look for in chat apps, in the comfortable confines of their mobile device’s native messaging platform, and from branded and verified sender they can trust."
Posted by Veronica Silva Cusi, news correspondent
Infobip powers enterprises to deliver messages across any channel, any device, at anytime and anywhere worldwide. Infobip's technology creates seamless mobile interactions between businesses and people as well as simplifying the integration of almost all communication capabilities. With over a decade of industry experience, Infobip has expanded to include 61 offices on six continents offering in-house developed messaging platform with the capacity to reach mobile devices in 190+ countries connected to over 800 telecom networks.
Asda is a supermarket chain in the UK.
Published: Friday, April 21, 2023
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