CPaaS has been a buzzword in the business communications sphere in recent months. But what is it exactly? And why are so many businesses harnessing it in 2022?
Here’s the run-down.
What is CPaaS?
The acronym CPaaS stands for Communication Platforms as a Service. This is a cloud-based technology that offers businesses access to an extensive existing server infrastructure that enables a variety of communication channels. The CPaaS provider QuickBlox, for instance, offers instant messaging along with voice and video calls and video conferencing solutions.
The big advantage of CPaaS is that you can integrate it into your existing business apps via a straightforward interface, without having to worry about the back-end.
Here are the main reasons for CPaaS’ meteoric rise to popularity in business communications.
It provides seamless communication
First, CPaaS helps businesses centralize all their communications, reducing friction losses for both team members and customers.
By integrating different communication channels into your own business app, you eliminate the need for customers to hop between platforms to reach out to you.
All they need to do is click a button to get in touch. This lower threshold increases customer engagement and retention, and ultimately helps you drive conversions.
It increases customer satisfaction
Another upside of CPaaS is that many of the communication channels it provides enable real-time communication.
In 2022, two thirds of customers expect a response from a business within ten minutes when they send out a query related to sales or customer service.
CPaaS channels like live chat and voice and video calls can help you rise to this challenge.
Plus, since CPaaS is centralized, it also makes it much easier to generate consistent records of customer interactions.
Live chat exchanges are transcribed by nature, and many CPaaS providers also offer options such as AI-based automatic call transcription and summarization.
This means you’ll be able to efficiently store all the information about issues your customers may be having with your products or services.
As a result, you can help them with maximum efficiency when they reach out, rather than having to ask them to give you a full account of where the problem lies and what solutions they’ve tried already.
At the end of the day, these upsides of CPaaS can give a serious boost to your overall customer satisfaction.
It provides in-depth analytics insights
A final reason why CPaaS is a popular solution for business communications is that it offers you in-depth analytics insights.
You can deploy sophisticated machine learning algorithms and artificial intelligence (AI) systems to scan massive amounts of data on customer interactions. These technologies can help you identify patterns and evaluate the efficiency of your team.
With this information, you’ll be able to implement fine-tuned strategies to optimize communications and train team members.
Final Thoughts
CPaaS offers a significant number of advantages for modern business communications. It’s easy to implement, helps you streamline your business communications, and gives a serious boost to customer satisfaction.
