KUALA LUMPUR, November 14 — As Malaysia’s 11.11 shopping season approaches, retailers are gearing up to manage customer expectations amid a surge in online traffic and demand for fast, reliable service. According to Guray Ozturk, Head of BFSI and Digital, APAC at Infobip, an omnichannel approach can significantly enhance the shopping experience by offering seamless connectivity across platforms, from personalized promotions on Instagram to timely updates via WhatsApp.
Omnichannel platforms address common ecommerce pain points such as forgotten carts and slow support, ensuring timely reminders, transparent transaction updates, and 24/7 AI-powered assistance. This integrated communication system keeps customers informed and engaged throughout the purchase journey, leading to increased conversions and stronger brand loyalty—ultimately fostering a smoother, frustration-free shopping experience during high-traffic events like 11.11.
