Infobip Introduces WhatsApp Enabled Features

Global cloud communications platform, Infobip, has added WhatsApp Business enabled features aimed at empowering businesses to design and implement end-to-end customer purchase journeys directly within WhatsApp.

Businesses can now use the features to build pathways for customers to complete tasks and make purchases without leaving the app. Prior to this development, businesses on WhatsApp had to divert customers to external websites, support services, or payment gateways for information retrieval, contacting agents, and completing purchases.

Such fragmented customer journeys introduced friction, inconsistency, and increased instances of cart abandonment. With the introduction of WhatsApp Flows and Payments, businesses can now design flexible, personalized, and streamlined end-to-end purchase journeys.

Customers can now seamlessly book services or finalize purchases within the WhatsApp chat thread, resulting in heightened customer satisfaction, improved experiences, and increased retention and conversions.

Use cases encompass lead generation, product recommendations, appointment scheduling, order management, and in-thread payments. This initiative aligns with Infobip’s broader strategy to empower businesses in constructing cohesive conversational customer journeys.

Ben Lewis, Vice President of Marketing & Growth at Infobip, emphasized the importance of meeting customer expectations for more engaging and conversational experiences.

“By removing the need to jump between different apps and websites, one-to-one purchase journeys in the WhatsApp Business Platform with Infobip help create value for businesses and their customers. With our enhanced professional services offering, we can help brands easily integrate Flows and Payments into their existing workflows and payment gateways,” he stated.