Sinch, a leading provider of mobile customer engagement solutions, recently announced the arrival of its new Conversation API. This robust omni-channel solution for communication will help technology platforms and businesses to engage with customers all over the globe. The Conversation API drives better outcomes in customer acquisition, and experience, while reducing churn rates.
Through the Sinch Conversation API, companies will be able to create engaging conversations with customers through the channels they already use. This includes connections with WhatsApp, Viber, Facebook Messenger, SMS, and more. Users only need to implement the Conversation API once, which saves technology partners and businesses the development and time costs of working independently with the channels they want to use.
The Conversation API ensures that companies can adhere to the channel-specific and country-specific regulations that are crucial to them.
A Building Block for Better Customer Experiences
Vikram Khandpur
Offering enhanced mobile customer experiences, the Sinch Conversation API will integrate into any technology platform for managing the customer journey. The integration is available via the API itself, or through connectors to some of the world’s leading customer experience platforms.
According to Chief Product Officer for Sinch, Vikram Khandpur, the inherent value of the Sinch Conversation API comes from its ability to develop intelligent conversations with customers and engaging them in the spaces that are most convenient for them. Vikram noted that in the rapidly-changing environment, the conversation API is ready for next-generation channels, with companies automatically receiving access to new opportunities as their customer base grows.
The Conversation API from Sinch helps companies to create closer connections with customers through industry-leading intelligence via transcoding, message routing, and Conversation AI. Sinch powers better mobile customer experience for eight of the top ten technology companies in the world already, as well as thousands of other global technology and business partners.
Unlocking New Channels for Customer Care
IDC Program VP, Ritu Jyoti, noted that excellent experiences for customers are all about having meaningful conversations. A productive and reliable conversation leads to better customer satisfaction, as well as increased loyalty to brands. Conversational AI opportunities play an important role in allowing companies to create these enhanced experiences.
Ritu Jyoti
Next-gen messaging solutions can have significant advantages for businesses looking to reach their audience. For instance, mobile messaging channels like Facebook Messenger and WhatsApp have an average open rate of 98% compared to only 24.79% for email. These channels also enable better two-way conversations between customers and businesses. Sinch can offer automated 2-way conversations through the Chatlayer.ai technology. The company also offers managed services for brands that need more help leveraging mobile channels.
Sinch is opening the door for more companies to discover the benefits of conversational messaging. Some companies are already seeing increased conversion rates of between 30 and 50% compared to communication via SMS and email.
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