Communication Platform-as-a-Service (CPaaS) market is projected to surpass US$ 7020.9 million and grow at a CAGR of 14.1% between 2022 and 2028. The simplicity of setting up CPaaS is why many enterprises are looking towards integrating to improve their business communication. Integrating APIs allows businesses to configure their real-time communication and collaboration solutions without developing their backend infrastructure. With CPaaS, it’s simple to incorporate APIs into your company’s current business SaaS software, such as CRM, purchasing, billing, and issue ticket management systems. This will streamline processes throughout your entire organisation.
CPaaS offers new technologies like the drag-and-drop feature, enabling many businesses to address their skill gap. Companies can now create unique apps that transform how their businesses operate by being more nimble. This simplicity enables enterprises to design and deploy these applications quickly, which increases productivity. There’s no need to write endless lines of code.
How the marketing department benefits from CPaaS:
Develop integrated campaigns: Create omnichannel campaigns that take customers through the “customer journey” regardless of where they are in the buying process. A text message or phone call can be used to follow up on an email campaign. Alternatively, SMS your customer a discount code for online purchases. A single platform can evaluate all of this activity.
Automate surveys: You can programme a survey to be emailed to customers when they visit, purchase from, or get in touch with your company as a reliable way to get their input on their overall experience. To appreciate their loyalty, a follow-up call from an agent or an email with a future discount code can help enhance the relationship further.
How the finance department benefits from CPaaS:
Implement two-factor authentication Customers who log in from a new device will receive a text with a code to confirm their identification.
Send bill reminders and payments easily: Customers can get voice, text, or email bill reminders at their convenience. This eliminates the need for them to interact with staff members.
How the customer service department benefits from CPaaS:
Improve the interaction between agents and consumers: To improve customer service, automate the ticket management procedure and design a system for calling or texting customers. Agents may obtain client data by linking with your CRM, giving them complete knowledge before speaking with a customer.
Offer customer self-service: Give your customers the resources they need to take care of everyday problems on their own, whether it be bill payment, card activation, or basic customer service by text, voice, or online chat. They can interact with an assistance bot on your website rather than making a call and waiting on hold.
Oversee on-field progress: If a field agent needs to be dispatched to a location to assist with a problem, they can email notes about the circumstance to your system and text updates on their progress. This way, your client, agent and customer support team will be on the same page.
How the HR department benefits from CPaaS:
Boost employee engagement: Use the channel that is most frequently used by your staff to deliver notifications and messages to the entire organisation. Your HR management system can be used to retrieve employee information, which can then be used to send birthday and work anniversary greetings to employees.
Send out alerts: Employees may receive alerts on significant company developments, inclement weather, or periodic maintenance. Your HR department may text an employee requesting confirmation. Call them again to make sure they are notified if they don’t reply.
Chatbots:
Customer support interactions have already been greatly improved by chatbots. Without realising it, we converse with machines just as frequently as call centre agents. Soon, chatbots will be a standard component of cloud-based Omni-channel services. To address the demands of diverse channels, we still need more brilliant conversational software and intelligent bots.
End Note:
There are countless ways that CPaaS might enhance your company’s business communications. The potential for customisation is limitless. Route Mobile has a long list of applications for our CXPaaS; check them out here.
Get in touch with our experts for a free consultation and discover the best opportunities to simplify and exemplify communications for your business. You can also write to us at marketing@routemobile.com
