Can every industry really benefit from a communication platform, or is it better suited to some more than others?
Successful business messaging for banking, insurance & retail
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Connectivity
That’s a great question, but the answer is really simple: every industry can benefit from business messaging with a communication platform. People´s expectations are changing. They now want fast, personal, and convenient interactions, whether they’re opening a bank account, filling an insurance claim, or shopping online. Our modern omnichannel communication platform makes that possible by bringing all your channels together in one place, whether you use SMS, email, RCS, WhatsApp, Viber, or social media, and adapting to the specific needs of each industry. No matter your sector, the platform helps you engage more effectively, respond faster, and build stronger, lasting relationships.
Can you share an example of how this looks in banking and finance?
Of course! For banks and financial institutions, trust and convenience are everything. A communication platform for business messaging helps them automate routine tasks, like sending transaction alerts or loan updates, while also offering secure two-way communication via WhatsApp, Viber, or sending push notifications for more personal interactions. For example, a customer can start a credit application in-app, get real-time updates, and connect to an agent if they have any questions—all in one conversation. This speeds up processes, cuts costs, and boosts customer satisfaction.
How about the insurance sector? What’s the biggest advantage there?
Insurance is all about being there when customers need you most. With a communication platform for business messaging, insurers can automate claims, renewals, and policy updates using rich chat channels and conversational AI chatbots. When needed, conversations can also switch seamlessly to a live agent, with all the context carried over. This means faster answers, less waiting, and higher customer satisfaction. One of our customers found that 90% of queries were being handled in just a few chat messages. That’s the kind of convenience today’s customers expect.
Retail is another major area. How do retailers use the platform to boost engagement and sales through business messaging?
Retail is where conversational commerce really shines. Brands can run social ads that open directly into a chat, answer questions with a chatbot, guide shoppers to check out, and follow up with delivery updates or loyalty offers—all in one flow. We see customers complete purchases inside WhatsApp or Viber without ever switching apps. That means fewer abandoned carts and more loyal shoppers. Plus, with integrated data, retailers can personalize offers and keep the conversation going long after the first sale.
“Every industry relies on clear, efficient communication to build trust and loyalty. Our platform transforms simple messages into meaningful conversations—and conversations into lasting relationships.”
Agnieszka Chrzanowska
Deutsche Telekom Europe
What’s the biggest advantage of having all these channels under one roof?
It’s about being where your customers are, without adding complexity for your team. Instead of juggling separate tools for SMS, chat apps, and email, our platform brings omnichannel communication together. Businesses can create seamless journeys across different channels, automate routine tasks, and always give customers the option to switch to a real person when it matters. The result is faster responses, lower costs, and most importantly—happier customers. And with data all in one place, companies can personalize every touchpoint, which is a real competitive edge in today’s market.
The impact speaks for itself: some of our customers have seen over 100% growth in lead generation, doubled conversion rates, and up to an 80% improvement in customer experience—with successful business messaging.
You mentioned AI earlier. How does a communication platform for business messaging use AI to help businesses?
AI is the engine that makes conversations faster and smarter. The platform, provided by our partner Infobip, uses conversational AI powered by Gen AI to recognize intent, answer questions, and guide people through processes like buying insurance or applying for a loan. Thanks to AI, it can handle customer interactions 24/7 across all channels. AI also helps analyze large volumes of interaction data to spot trends in customer behavior, identify common issues, and predict churn or upselling opportunities. These insights help businesses continuously improve service quality. Lastly, AI also allows companies to use real-time customer data to personalize business messaging across SMS, RCS, email, push notifications, and chat, which drives higher engagement and conversion.