Why You Need a CPaaS Solution in Your Customer Experience Strategy
A business that focuses on offering clients a great customer experience is likely to witness growth in different areas like revenue. A good customer experience enables entities to retain more clients. Worth mentioning is that retaining clients is more cost-effective than investing in new ones. Numerous technologies have hit the market to help businesses engage with clients. One technology enhancing customer experience is Communications Platform as a Service, commonly known as CPaaS.
The Role of CpaaS in Customer Experience
CPaaS solutions are instrumental for interacting with customers and retaining them. However, it is essential to understand what CPaaS is. This is a cloud-based multilayered platform that allows businesses to directly embed communication features like voice and video into existing apps and software. Some of the critical features of CPaaS that organizations can leverage in customer support include:
- Seamless Integration
- Global reach
- Real-time reporting and analytics
- Supports different programming languages
- Pay-as-you go billing model
- Scalability and reliability
- Security
How CPaaS Enhances the Customer Experience
CPaaS platforms come with a wide range of features that can create a perfect customer experience when utilized well. Below is how businesses can benefit from CPaaS to improve customer engagement:
Supports omnichannel capability
Through CPaaS, businesses can set interaction systems with customers through any channel. The technology supports communication through omni channels like live chats, text messages, emails, chatbots, among others. Interestingly, companies can leverage CPaaS to connect to these platforms in a single location. Furthermore, the technology also supports 24/7 interaction.
Instant communication
Clients are likely to stick around if your business responds to their queries immediately. Note that you are facing competition from other brands. CPaaS enables businesses to offer real-time communication that can be received through any chosen contact point like desktop, tablet, or mobile. Since CPaaS is cloud-based, companies are not concerned with investing in additional software or hardware.
Easy contact from customers
The integration of CPaaS in your customer experience strategy eliminates traditional barriers like waiting in a queue. For instance, leveraging a chatbot, customers don’t have to wait in line, especially when using phone calls. CPaaS also introduces two-way communication, enabling clients to contact a natural person in the shortest time possible.
Security and privacy
Customers are now more protective of their privacy, and they prefer remaining anonymous while initiating dialogue with a business. With CPaaS, video or audio-based calls can be executed natively within the desktop browser or mobile application. The technology leverages security tools like industry-standard protocols like HTTPS support, secure RTP, HTTP authentication.
Flexibility
CPaaS guarantees flexibility, especially in cases of end-to-end communications experience. Notably, a full-stack CPaaS system enables flexible deployment options that can be used in multiple situations. This can be done by embedding cloud-native APIs in the CPaaS platform for the related features.
Types of CPaaS solutions
Below are some of the popular CPaaS solutions enterprises can integrate into customer support:
CPaaS SMS: Refers to a programmable SMS that enables developers to build messaging applications quickly to increase customer engagement.
CPaaS video: It allows developers to create programmable, customizable, and scalable video rooms.
CPaaS WebRTC: Refers to a real-time communications solution that allows browsers to communicate with each other and other devices.
Endnote
CPaaS solutions can assist businesses to achieve their targets by getting the most out of their customer support. CPaaS solutions can eliminate tedious manual work companies face while interacting with customers. Entities can also personalize customer journeys and build an end-to-end communication interface that manages all interactions. These aspects are critical to a business, especially in generating revenues. Overall, companies that use CPaaS have an edge over competitors.
