Digital platforms have made interaction between humans more feasible and faster than ever before. Businesses too have been successfully leveraging technology to increase their communication with their customers, and technological experts have been coming up with improved SaaS solutions to empower such interactions. The main aim of these advances in the business world is to strengthen customer service.
Consumers value streamlined communication and prompt responses. 58% will even pay higher for a better service. Businesses that integrate customer-centric technology have better chances of winning and retaining customers. If you think you need to elevate your CX, consider CPaaS.
What Is CPaaS?
A cloud-based Communication Platform as a Service (CPaaS) solution lets businesses deploy communication applications without having to establish the conventionally required infrastructure. It allows you to integrate the software you already use for your business with communication channels like Whatsapp, Messenger, and SMS. This makes it a handy tool to leverage to facilitate business communications.
Why You Need It for Your Business
The benefits of CPaaS solutions are considerable. Here is why you should get it for your business:
You Want to Improve the Customer’s Order Journey
The ease of contacting a business can make or break a deal. CPaaS platforms give you access to multiple communication channels, so you can choose the one you expect your customers to use more. Using your customers’ preferred communication pathways will allow them to reach out to you seamlessly to make their queries. You will be able to keep your customers updated about the status of their orders through notifications, enhancing their visibility into the process. They will be able to make complaints easily too, which will let you deploy and improve your customer service swiftly.
You Want to Alleviate the Burden On Your Employees
Customers want fast responses. As the world goes digital and individuals get used to instant communication, they expect the same of businesses. This can get especially problematic if the main channel you use to handle customer responses constitutes calling. Increased burden on employees can cost you a talented workforce, and you may face problems hiring. On the other hand, prolonged reply times can lose you customers and damage your reputation. The most intelligent way around this problem is to employ self-service solutions.
Customer-led automation is said to be the future of self-service. Automated replies through chatbots on your customers’ preferred communication channels can lift the burden off your employees’ shoulders and give your customers fast, effective service.
You Want to Reduce Costs
Traditionally, enhancing customer communication comes with a high set of costs. CPaaS lets you skirt around these expenses by eliminating the need to purchase your own separate IT infrastructure. You will only have to pay for the services you want through a time-based payment model.
You Want to Connect With Customers
Long gone are the days when the interaction between a business and its customer would be only through the opposite ends of a counter. A CPaaS solution will allow you insights into communication patterns so you will be able to segment them easily and customize your communication accordingly. Timely and facilitated communication will let you enhance your customer service. Customers will be able to provide you with their feedback at ease, which will help you gauge your firm’s performance in the market and improve your products and services.
Endnote
With customers being more perceptive of a brand’s services, engaging has become more critical than ever before. A CPaaS solution is an easily implementable fix that can help you boost your communication affordably and effectively. You’ll be able to facilitate your customers and employees while gaining insights into customers’ perceptions of your business. If you’ve been wanting to improve your services, you should definitely look more into CPaaS.
