Communications platform-as-a-service, commonly referred to as CPaaS platforms, are becoming the norm amongst businesses and the CPaaS market is growing exponentially.
In fact, ‘the value of the CPaaS market could reach around $17.2 billion by 2023’, highlighting the global reach of CPaaS systems and providing insight into how many businesses employ them.
There are many reasons why businesses opt to invest in CPaaS platforms. For instance, a CPaaS system is ideal for businesses that require a communications platform, but don’t wish to hire developers to create something unique.
Aside from this, though, CPaaS systems help businesses in a variety of different ways. Ways in which CPaaS helps businesses include:
- Helps to streamline and simplify communication
- Improves customer experience
- Bolsters security
- Increases productivity
1. Helps To Streamline & Simplify Communication
One of the main ways that a CPaaS system helps businesses is that it helps to streamline and simplify communication.
Operating within a centralised platform is highly beneficial as it means that employees can access real-time communications, regardless of the location that they’re working in.
This not only helps to improve efficiency, but also means employees have access and can collaborate across multiple channels.
CPaaS platforms unify communications, then, and ensure that a seamless customer service is carried out across all channels, bringing us to our next point.
It is thought that ‘the value of the CPaaS market could reach around $17.2 billion by 2023’, highlighting the global reach of CPaaS systems and providing insight into how many businesses employ them.
2. Improves Customer Experience
CPaaS systems are highly helpful for businesses in that they significantly improve customer experience.
Any business should have the customer experience in the forefront of their mind. A CPaaS platform makes this easy in that it helps you track the customer experience from start to finish, facilitated through SMS, email, phone, WhatsApp, and more.
Brands are recognizing CPaaS platforms as a way of improving communication, highlighted by a survey that found that ‘79% of respondents have initiated or plan to implement conversational customer engagement within the next two years,
This both emphasises the fundamental role CPaaS systems play in many businesses and also highlights how much customers value the investment.
As CPaaS makes communication between brand representatives and customers more convenient, then, it allows businesses to gain a better understanding of their customers.
Additionally, it also means businesses customers feel better looked after for having their wants and needs listened to, both of which improve customer experience.
3. Bolsters Security
Another way in which a CPaaS system helps businesses is that it bolsters security.
Data protection is important for both businesses and customers, and this is where CPaaS technology can help.
In short, a CPaaS system offers an added layer of security, achieved through features such as two-factor authentication as well as secure mobile payment.
In addition to this, many CPaaS companies are striving to offer end-to-end encryption in the near-future to ensure that this level of security is upheld.
As a result, then, customers and customer service employees can converse in confidence and share private information without the worry of their confidential information being leaked.
This, in turn, helps to garner trust whilst also allowing employees to nurture important client relationships that result in increased customer satisfaction and loyalty.
A CPaaS system offers an added layer of security, achieved through features such as two-factor authentication as well as secure mobile payment.
4. Increases Productivity
Last, but by no means least, CPaaS systems increase productivity within the workplace, benefiting businesses as a result.
This largely comes down to the fact that regardless of how a business intends to use a CPaaS platform, it can be customised to fit your needs and streamline your business’ processes.
Customising your CPaaS platform to automate tasks, such as on-boarding clients, means that employees can save a significant proportion of time in their day.
This therefore promotes productivity and efficiency in the workplace, as automation means that they can spend less time carrying out time-consuming manual tasks and processes.
As such, valuable employees’ time can be better spent on more pressing matters, and benefit the business in other areas.
Customising your CPaaS platform to automate tasks, such as on-boarding clients, means that employees can save a significant proportion of time in their day.
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Written by Jemima, for Mobilesquared.