Virtual Connections Has Multiple Definitions

Date : 24-May-2021
Location: Malaysia


Infobip,a global cloud communications platform that enables businesses to build connected customer experiences across all stages of the customer journey.

Key Takeaways:

  • Covid-19 triggered widespread paradigm shift from remote working to business digitisation, as a result, adopters are reaping many benefits in the form of business continuity and scalability whilst keeping the cost controlled.
  • Everything have thrived online,however,there is one key area which many people did not pay attention to : build connections.
  • Businesses must be able to capitalize the virtual landscapes to not only deploy solutions to enhance virtual customer experience,but also virtual connections in the form of customer engagement and loyalty.


  • A platform to create a seamless omni-channel experience via integrated hybrid infrastructure that consistently deliver engaging customer experiences.
  • An integration platform to consolidate siloed customer engagement platforms - voice, video, and messaging channels - such as SMS, email, call centres, Facebook Messenger, WhatsApp for Business, Instagram direct messaging, WeChat, and Telegram.

Build virtual connections to build returning customers
Build virtual connections to build returning customers


  • The key here is to build familiarity – it’s simple but often overlooked. Customers are more likely to engage with a brand when they are more familiar with them. When consumers do not know the brand, it can be difficult for them to be trusting and loyal. As such, it is important to ensure these touchpoints have personalised interactions to foster familiarity. 
  • Users prefer to use social media when communicating with businesses.
  • Infobip Study Finds Evidence of Permanent Shift to Digitised CSX Plaforms.

Best Practices:

  • The best practice for your business to build virtual connections is to prioritise knowing your customers and personalising each interaction. As the virtual landscape expands, brands now have more real-time data to analyse and better understand its customers. They can then satisfy customers’ needs better. 

Editor's comments:

  • Web traffic does not always guarantee engagement and online sales,whilst enhancing end-to-end customer experience will help to generate engagements and customer loyalty.


  • It’s crucial to make your virtual customer touchpoints thoughtfully tailored to each customer and 2021 is an opportune time to start this as we step into an era of connectedness.