3 Ways CPaaS Enhances Customer Engagement
Customers are more loyal when they can engage with brands seamlessly. Communications Platform as a Service (CPaaS) can help your organization deliver effective customer experiences that will have customers returning again and again.
Doing business well involves many factors — a chief factor being to serve customers to the best of your organization’s ability so that you can earn and secure their loyalty.
Providing excellent customer experiences means enabling your customers to reach you through the latest digital channels, which indicates your contact center must be adaptive, agile and responsive. This is where Communications Platform as a Service (CPaaS) comes in with significant benefits to help improve customer engagement.
CPaaS is a cloud-based delivery model that allows organizations to add real-time communications capabilities such as voice, video and messaging to business applications. It’s also a consumption-based model, so you can scale up or scale down with minimal effort based on your customers’ needs.
3 Ways CPaaS Enhances Customer Engagement
Here are three ways you can boost your customer engagement by leveraging a CPaaS platform.
- Proactive Customer Outreach
When you assist your customers to proactively assist their customers through improved communications, you become a trusted partner.
One way to accomplish proactive customer outreach is through personalized marketing campaigns involving SMS and push notifications. This will help you get the right message to the right customer at the right time. One example is customers receiving appointment reminders via text message, reducing the chance of no-shows and improving customer satisfaction overall.
Proactive customer outreach also encompasses the ability to send surveys to gain insights and feedback from customers, as well as opt-in and opt-out messaging. The goal is to get customers’ attention and allow them to engage with you efficiently. When this happens, you demonstrate commitment to customer loyalty
- AI Capabilities Free Up Your People
CPaaS is concerned with efficiency and artificial intelligence continues to gain traction in supporting this cause. People are using AI tools to handle several common and often time-consuming business tasks such as resetting passwords, looking up specific information in an account and outlining key takeaways from an FAQ in a conversational capacity.
When AI bots take on certain menial tasks and automate them, this alleviates your live agents’ workloads, allowing them to tackle more pressing tasks and ones that require a human touch. Implementing AI virtual assistants that can be leveraged across all channels on a CPaaS platform can also yield time-savings benefits, especially during peak periods or holidays.
Look at investing in AI to improve your customer experience as a cost-saving possibility rather than a cost-central liability. Assess how many agents you have assigned to certain tasks that can be automated. With AI capabilities such as agent transcription, summarization and call monitorization, you can make your peoples’ lives easier and decrease burnout.
- Expands Your Digital Front Door
When we talk about “digital front door,” we’re referring to any virtual means by which customers interact with your organization. So, when you increase the avenues or channels that customers can use to engage with your organization, you widen your potential audience.
You can expand your digital front door with a singular CPaaS platform/product that encompasses channels such as Instagram, Facebook, WhatsApp, etc. — channels people typically use to communicate with friends and family — in addition to traditional voice-only communication. Empowering your customers to engage with your brand in a natural way goes a long way in securing their loyalty. Let your demographics guide you, but don’t be restricted by them.
CPaaS is Taking Off. Let CDW Get You Onboard.
According to Gartner, 90% of businesses will leverage CPaaS platforms by 2026. Now is your opportunity to get started.
Whether you need help building airtight use cases to lay out the benefits of a CPaaS platform for every stakeholder, deep diving into your customer pain points to relieve them or integrating a tool such as Salesforce to feed into an existing CPaaS platform, CDW’s customer experience practice has more than 20 years of applied knowledge in the contact center space. Our partnerships with industry leaders as well as our team of solutions architects and digital strategists allow us to deliver the best solutions for our customers, on any timeline.
