A positive customer experience is crucial for companies to maintain a strong reputation, retain customers and increase revenue in today’s competitive business landscape. It obviously makes sense; customers are more likely to return to businesses that provide exceptional service and a seamless experience.
That is why businesses are investing more in customer experience solutions. Still, plugging in solutions simply to meet their customers' needs is not enough. Why? Because cstomer behaviors change over time. But not only that; the economy also changes, too. It’s as if customer experience solutions and platforms need to prioritize future-proofing.
To help businesses future-proof their customer experience and propel revenue from one centralized platform, Insider launched 20 new features. Among the key features are the Integration Hub, WhatsApp Commerce, Eureka, and web push support for Mac Safari, iOS and iPadOS.
For those who are not familiar with Insider, it is a marketing platform that helps global brands and marketers across industries connect data from multiple channels, predict the future behavior of their customers with AI and deliver individualized experiences on any channel.
Now, let’s take a look at some of the key features.
Insider’s new Integration Hub offers more than 100 tools and connectors to help brands integrate their existing tech stack with Insider. The Integration Hub offers integrations across more than 20 categories, including CRM, analytics, ads and social media, allowing businesses to create highly personalized experiences for users with unified data. The purpose of this integration is to increase operational efficiency, unify data and elevate customer experiences.
WhatsApp Commerce offers 360-degree WhatsApp solutions, allowing businesses to create seamless buying experiences within the app where consumers can browse and buy products and engage in two-way conversational messaging.
WhatsApp Commerce provides opportunities to increase sales, optimize costs and improve repeat purchases. It also allows businesses to run niche campaigns like product launches for retail, flight reminders for travel, interest calculators for banking and finance, and test drive booking forms for automotive.
Now in terms of a discovery platform that uses AI, machine learning (ML) and natural language processing (NLP) to provide personalized search results for shoppers, we have Eureka. The platform shows recommendations based on individual interests, such as preferred brands, sizes, styles and colors, to help users discover their favorite products more easily. The most relevant products for each user are ranked and displayed at the top of the search results.
Helpful tools within the Eureka platform are advanced faceting filters and sorting capabilities that ultimately help improve search precision and speed up product discovery by allowing shoppers to filter products based on characteristics and attributes. Shoppers can refine their searches based on price, brand, category, color, etc.
Insider also extended web push support for iOS and iPadOS 16.4 devices following Apple's recent beta launch. This allows push notifications from web apps on iOS and iPad to appear on the lock screen, notification center and paired Apple Watches, providing better open and click-through rates for brands.
This is a useful tool for marketers. For example, marketers send push notifications to Safari web apps on users' home screens, even when the app isn't open, which, in turn, expands their audience reach to over 1.5 billion active iOS and iPad users.
Other features released by Insider this quarter include CDP integration to allow businesses to share user data for personalized recommendations and online experiences, as well as allowing businesses to deliver powerful remarketing campaigns on channels like Google Ads and Tiktok by leveraging user actions on channels supported by Insider.
A lot of new features from any one company or platform, to be sure. But Insider has no intention of slowing down. Insider remains committed to enabling businesses to create personalized experiences that offer advanced features, swift implementation, and superior outcomes. At the heart of these experiences lies a focus on customer preferences and cohesive customer data.
Edited by Alex Passett