What unique communication challenges do SMBs face compared to larger enterprises, and how does integrating an omnichannel messaging platform help solve them?
Enabling SMB growth through omnichannel communication
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Connectivity
Small and medium-sized businesses need technology that works for them—not the other way around. They have big goals but often lack the large teams and budgets that enterprises enjoy. That’s why they need simple, cost-effective tools to help them not only compete at the same level, but also thrive. A conversational platform for omnichannel communication brings all channels into one place, including SMS, chat apps, and email—saving time, improving responsiveness, and delivering great CX without the need for a big team.
How important is it for SMBs to adopt conversational channels like RCS, WhatsApp, or Viber?
It’s essential. Customers are already using these platforms in their day-to-day lives, and they expect fast, convenient, and personal omnichannel communication. When SMBs show up in those same spaces, it feels natural. Adding quick replies, images, and buttons makes the whole experience even more fluid because that’s how people connect today.
What are the biggest missed opportunities for SMBs that aren’t using omnichannel services yet?
The biggest risk is becoming disconnected from customers. Omnichannel communication helps SMBs build stronger relationships, respond faster, and offer a premium experience. Without it, they could lose customers to competitors offering a more seamless journey.
“SMBs don’t need big teams or big budgets to deliver great customer experiences—they just need the right tools.”
Anamarija Crnčević
Deutsche Telekom Europe
How does the Deutsche Telekom-Infobip partnership empower SMBs to go digital?
It gives SMBs access to tools that used to be reserved for large enterprises—without the cost or complexity. Our joint offering of omnichannel services makes it easy to get started and scale as needed.
How is Deutsche Telekom making adoption easier for SMBs?
With onboarding support, flexible packages, and no need for a big tech team. Put simply, we offer communication platforms that are ready to go, but still have advanced tools like AI chatbots and contact centers available for when businesses keep growing.
What should SMBs prepare for in the next phase of messaging?
Smarter, more integrated omnichannel messaging—powered by AI but used thoughtfully. Customers will expect fast replies and personal touches across every channel. The businesses that start now and stay flexible will be the ones that win long-term loyalty.