这个帖子最初是 发表在Tripolis博客上。

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Earlier this week, Tripolis connected with Bird to learn more about omnichannel strategies for marketing professionals. Read on for the interview.

Can you tell us about what Bird does?

• Bird is a cloud communications platform — also known as a Communications Platform as a Service or CPaaS — that enables businesses to communicate with their customers via WhatsApp, SMS, Voice calling, Facebook Messenger, WeChat, and other popular communication channels. As a cloud communications platform we make it easy for businesses to apply an omnichannel approach to their customer communication experience. With this approach, we help you to communicate with customers as if you’re talking to a friend.

让我们来谈谈全渠道沟通。像亚马逊这样的企业正在为现代、便捷的客户体验铺平道路，而客户沟通似乎在其中起到了很大的作用。全渠道的因素是什么，它如何适用于营销专业人士？

• 我们已经过了只能使用静态通信设备（pay 电话、传真机等）的时代，进入了一个移动时代，客户希望信息甚至服务都是按需提供的。客户不再愿意暂停一天的工作等待客服人员，也不再愿意把自己拴在办公桌前等待电子邮件回复。为了适应客户繁忙的数字生活，企业需要在他们最有可能使用的channels 上与他们沟通。然而，不同的客户，甚至在一个购买周期内，他们使用的channels 都可能不同。全渠道方法可为客户提供无缝集成的体验。

• Today, there are 2.5 billion smartphones in use*, which means that as a global communications channel, a mobile outreach strategy is critical to reaching your audience. And 92%* of people use their smartphone as their primary communications device! While businesses can try to tap into this market by spending hard-earned dollars on a custom app, increased app fatigue can make it challenging to cut through the noise.

你能解释一下 "应用程序疲劳 "是什么意思吗？

• ǞǞǞ mobile app marketplace is saturated, with over 2 million apps and counting available for the iPhone alone*. Smartphone users are less and less willing to download new apps, with only 35%* downloading new apps. Moreover, 85%* of consumer’s time is spent on just five apps alone.

• This information shouldn’t deter marketing professionals from taking a mobile-centric approach. Instead, communications strategies should rethink mobile from the ground up, building interactions and transactions that take place entirely within their customers’ preferred messaging apps. WhatsApp alone hosts 1 billion monthly active users*. Messenger, WeChat, Viber, and more, all present an unprecedented opportunity for customer engagement.

你是否有任何行业实例来说明这一点？

• Retail is 在 forefront of this shift to mobile-driven experiences. For e-commerce, smartphones accounted for 68% of visits and 46% of orders last holiday season*. At MessageBird, we’ve worked with a variety of global retailers, from Rituals to Hugo Boss to Suitsupply to personalize their customer experiences. There are so many different ways to action an omnichannel strategy. If you’re sending anything from delivery updates to special offers based on customer preferences, from location-specific promotions to feedback surveys, it’s really easy to implement an approach that suits your specific business needs.

作为一名营销人员，我相信你能体会到技术资源的匮乏--有什么方法可以在不依赖开发人员的情况下建立全渠道体验？

• At this point, these solutions are actually more accessible and painless to implement than ever. For technical and non-technical teams alike, Bird’s no-code Flows tool enables retailers to build omnichannel communication flows that handle customer calls, power chatbots, manage subscriptions and opt-outs, and automate customer feedback requests in a matter of minutes.

很好，那么有什么最后的收获给读者吗？

• 在这个时候，客户可以在他们的指尖上接触到世界。作为一个在喧嚣和拥挤的世界中运营的企业，优先考虑与你的客户进行简单的双向沟通是不需要考虑的。有了我们指尖上的技术，甚至非技术人员也能获得，真的没有借口不多走一步。

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