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Reflect: Enhancing In-App Activity with Omnichannel Customer Engagement
Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Networks & Connectivity - 5G
Applicable Industries
- Buildings
- Finance & Insurance
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
- Time Sensitive Networking
The Challenge
Reflect, the first lifestyle Neobank in Jordan, faced a challenge in enhancing customer engagement despite its exponential growth and unique mobile-only value proposition. The bank, which targets millennials aged 18 to 35, sought to boost the number of monthly active users (MAU) and ensure continuity of in-app usage after onboarding. Despite offering many benefits and an enhanced user experience, Reflect wanted to promote higher engagement rates on the application, using the app’s features such as payments, savings, and personalized offers. To capture their customer’s attention, Reflect knew they needed a connected cloud communication solution that offers a seamless omnichannel experience based on the customer’s preferred online channels and promotes their app in an impactful manner.
About The Customer
Reflect is the first lifestyle Neobank in Jordan, offering a branchless banking experience that complements the customer lifestyle with the best user experience possible. It targets millennials between 18 to 35 who want immediate access to personalized services and a simple banking experience using their smartphones. This mobile-only value proposition is unique and built around offering millennials access to financial and non-financial services all in one place. The application offers a seamless digital onboarding experience allowing customers to open an account fully digital and start their banking experience in line with the latest advancements in digital banking, communication, and technology.
The Solution
Reflect partnered with Infobip to create omnichannel engagement experiences for its digital clients and boost customer engagement levels. The partnership involved brainstorming innovative customer experience (CX) ideas and creating an end-to-end customer engagement journey. The solution included 'Answers', a fully-encompassed chatbot building platform to deploy a highly customized chatbot over WhatsApp Business; 'Conversations', a digital-first contact center to provide proactive customer care with real-time messaging and allow customers to contact agents on their favorite channels effortlessly; and 'Moments', an omnichannel customer engagement solution to set up the flows, automate marketing campaigns, and send tailored messages at the right time based on the customer’s behavior.
Operational Impact
Quantitative Benefit
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