According to a study, companies using APIs to manage customer interactions can see up to a 70% higher conversion rate. Customer experience API acts as a service layer designed around customer journeys, extending business capabilities to focus on user-centric workflows. 

It abstracts and models customer interactions into reusable, scalable and channel-agnostic APIs. This approach ensures seamless integration across multiple platforms, enabling consistent experiences. 

Message Central is one of the providers for customer experience APIs with multiple channels like SMS, WhatsApp, RCS for communication and OTP, P2A and SNA for user authentication.

Some Customer Experience API requests

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1. Search Past Orders

GET /past-orders?query="The good restaurant"

2. Fast Re-Order

POST /past-orders/{id}/reorder

3. Customer Support

POST /past-orders/{id}/complaints

4. Download Order Receipt

GET /past-orders/{id}/receipt/download

Benefits of Customer Experience APIs

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Here are some benefits of customer experience APIs

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1. Total Ownership Cost

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• Experience APIs adhere to a "write-once, share-everywhere" philosophy, drastically reducing the time and expense involved in adding new channels.

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• Instead of reengineering orchestration logic for every channel, businesses only need to implement channel-specific features.

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• This approach allows organizations to onboard new digital channels with minimal overhead, streamlining resource utilization and cutting down on redundant efforts.

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2. Team Alignment

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• Organizations traditionally structure teams around specific capabilities or channels, leading to misaligned priorities.

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• Experience APIs break down these barriers by creating a unified service layer that connects diverse touchpoints and capabilities.

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• Teams can focus on delivering customer-centric outcomes, reducing cross-team friction and improving collaboration.

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• This alignment ensures that updates or changes in one area don’t disrupt the entire ecosystem, fostering efficiency.

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3. Evolutionary Architecture

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• Experience APIs provide a middle layer that bridges domain APIs and customer-facing channels, allowing organizations to iterate and evolve without overhauling their entire architecture.

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• They complement, rather than replace domain APIs by adding an extensible layer that integrates various customer touchpoints.

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• Businesses can adopt experience APIs incrementally starting with a single experience before rolling them out more broadly.

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• This evolutionary approach ensures that organizations can experiment, refine and scale their architecture to meet changing needs.

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4. Scaling Digital Presence

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• Experience APIs simplify scaling by enabling a consistent and unified customer experience across platforms.

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• By shifting the complexity of business logic to the experience layer, organizations minimize the development workload at the channel level.

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• This modular architecture accelerates speed-to-market for new channels, allowing businesses to expand their digital reach without significant delays or friction.

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5. Additional Insights

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• By centralizing logic and focusing on workflows, experience APIs ensure a consistent and engaging experience across all digital channels.

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• Their modularity allows businesses to quickly launch new features or channels without duplicating development efforts.

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• As customer demands evolve, experience APIs enable rapid adaptation by separating channel-specific logic from core business processes.

Customer Experience Use Cases

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1. E-Commerce

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• Allow customers to start shopping on one device (e.g., mobile) and complete their checkout on another (e.g., desktop) without losing their cart data.

• Integrate APIs to deliver dynamic product recommendations based on browsing and purchase history across multiple channels.
  
  
• Experience APIs from providers like Message Central can also be used for user authentication like SMS verification for Ecommerce.

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2. Financial Services
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• Enable customers to access account details, perform transactions or apply for services across mobile apps, web platforms and ATMs with consistent experiences.

• Use experience APIs to integrate credit scoring systems with customer-facing channels, allowing real-time pre-approval for loans or credit cards.

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3. Travel and Hospitality

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• APIs can consolidate inventory and reservation details across platforms like mobile apps, websites and kiosks, ensuring a smooth customer experience.

• Deliver real-time notifications about flight delays, hotel upgrades or transportation changes via multiple channels.

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4. Retail and Customer Loyalty

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• Create APIs that allow customers to view, redeem or earn loyalty points across platforms in real time.

• Provide customers with order status updates or notifications through their preferred channel (e.g., SMS, email or app) like text alerts or notifications.

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5. Healthcare

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• Facilitate patient-doctor interactions by integrating video call platforms, medical record systems and billing processes through APIs.

• Offer real-time booking for doctor visits or lab tests, synced across mobile apps, websites and customer portals.

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Customer Experience APIs by Message Central

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Message Central is a CPaaS provider with APIs for business communication and authentication. The platform covers multiple channels including SMS, WhatsApp, RCS for communication and SNA, P2A, OTP for authentication. 

The service provider is trusted by some of the fastest growing enterprises across the world. You can get in touch with the team to get started.

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