Global insights
Conversational Support: Conversational support is gaining traction as businesses strive to deliver effective and efficient customer experiences. WhatsApp remains a preferred channel for conversational support, with 90% of support messages being sent over the chat app. However, there is a growing trend towards diversification of channel mix, particularly in specific regions. Infobip has witnessed a significant increase of 541%, 146%, and 284% in Messenger, Viber, and Line usage, respectively, indicating a shift towards leveraging various chat apps for customer support.
