Infobip Case Studies Reflect: Enhancing In-App Activity with Omnichannel Customer Engagement

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	Reflect: Enhancing In-App Activity with Omnichannel Customer Engagement Infobip

Reflect: Enhancing In-App Activity with Omnichannel Customer Engagement

Infobip

Technology Category	Application Infrastructure & Middleware - Event-Driven Application Networks & Connectivity - 5G
Applicable Industries	Buildings Finance & Insurance
Applicable Functions	Sales & Marketing
Use Cases	Chatbots Time Sensitive Networking
Challenge	Reflect, the first lifestyle Neobank in Jordan, faced a challenge in enhancing customer engagement despite its exponential growth and unique mobile-only value proposition. The bank, which targets millennials aged 18 to 35, sought to boost the number of monthly active users (MAU) and ensure continuity of in-app usage after onboarding. Despite offering many benefits and an enhanced user experience, Reflect wanted to promote higher engagement rates on the application, using the app’s features such as payments, savings, and personalized offers. To capture their customer’s attention, Reflect knew they needed a connected cloud communication solution that offers a seamless omnichannel experience based on the customer’s preferred online channels and promotes their app in an impactful manner. Read More
About Customer	Reflect is the first lifestyle Neobank in Jordan, offering a branchless banking experience that complements the customer lifestyle with the best user experience possible. It targets millennials between 18 to 35 who want immediate access to personalized services and a simple banking experience using their smartphones. This mobile-only value proposition is unique and built around offering millennials access to financial and non-financial services all in one place. The application offers a seamless digital onboarding experience allowing customers to open an account fully digital and start their banking experience in line with the latest advancements in digital banking, communication, and technology. Read More
Solution	Reflect partnered with Infobip to create omnichannel engagement experiences for its digital clients and boost customer engagement levels. The partnership involved brainstorming innovative customer experience (CX) ideas and creating an end-to-end customer engagement journey. The solution included 'Answers', a fully-encompassed chatbot building platform to deploy a highly customized chatbot over WhatsApp Business; 'Conversations', a digital-first contact center to provide proactive customer care with real-time messaging and allow customers to contact agents on their favorite channels effortlessly; and 'Moments', an omnichannel customer engagement solution to set up the flows, automate marketing campaigns, and send tailored messages at the right time based on the customer’s behavior. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Event-Driven Application

Networks & Connectivity - 5G

Applicable Industries

Buildings

Finance & Insurance

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Time Sensitive Networking

Challenge

Reflect, the first lifestyle Neobank in Jordan, faced a challenge in enhancing customer engagement despite its exponential growth and unique mobile-only value proposition. The bank, which targets millennials aged 18 to 35, sought to boost the number of monthly active users (MAU) and ensure continuity of in-app usage after onboarding. Despite offering many benefits and an enhanced user experience, Reflect wanted to promote higher engagement rates on the application, using the app’s features such as payments, savings, and personalized offers. To capture their customer’s attention, Reflect knew they needed a connected cloud communication solution that offers a seamless omnichannel experience based on the customer’s preferred online channels and promotes their app in an impactful manner.

About Customer

Reflect is the first lifestyle Neobank in Jordan, offering a branchless banking experience that complements the customer lifestyle with the best user experience possible. It targets millennials between 18 to 35 who want immediate access to personalized services and a simple banking experience using their smartphones. This mobile-only value proposition is unique and built around offering millennials access to financial and non-financial services all in one place. The application offers a seamless digital onboarding experience allowing customers to open an account fully digital and start their banking experience in line with the latest advancements in digital banking, communication, and technology.

Solution

Reflect partnered with Infobip to create omnichannel engagement experiences for its digital clients and boost customer engagement levels. The partnership involved brainstorming innovative customer experience (CX) ideas and creating an end-to-end customer engagement journey. The solution included 'Answers', a fully-encompassed chatbot building platform to deploy a highly customized chatbot over WhatsApp Business; 'Conversations', a digital-first contact center to provide proactive customer care with real-time messaging and allow customers to contact agents on their favorite channels effortlessly; and 'Moments', an omnichannel customer engagement solution to set up the flows, automate marketing campaigns, and send tailored messages at the right time based on the customer’s behavior.

Impact #1	The implementation of Infobip’s omnichannel customer engagement solutions resulted in a dynamically engaging experience while improving conversion rates, customer engagement, and support for Reflect. The neobank saw a 10% increase in their customers’ in-app activity since adopting the solutions. Additionally, the neobank was able to provide a response time of less than 30 seconds through the virtual customer service center on WhatsApp. The use of 'Answers' enabled them to respond quickly and efficiently to simple FAQs through an AI Chatbot while transferring customers’ requests to live agents with 'Conversations', resulting in improved resolution time.

Impact #1

The implementation of Infobip’s omnichannel customer engagement solutions resulted in a dynamically engaging experience while improving conversion rates, customer engagement, and support for Reflect. The neobank saw a 10% increase in their customers’ in-app activity since adopting the solutions. Additionally, the neobank was able to provide a response time of less than 30 seconds through the virtual customer service center on WhatsApp. The use of 'Answers' enabled them to respond quickly and efficiently to simple FAQs through an AI Chatbot while transferring customers’ requests to live agents with 'Conversations', resulting in improved resolution time.

Benefit #1	10% increase in in-app activity
Benefit #2	Average response time of less than 30 seconds through the virtual customer service center on WhatsApp

Benefit #1

10% increase in in-app activity

Benefit #2

Average response time of less than 30 seconds through the virtual customer service center on WhatsApp

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Overview

Reflect: Enhancing In-App Activity with Omnichannel Customer Engagement

Operational Impact

Quantitative Benefit