66% of customers use three or more service channels to interact with the brands. 75% of customers demand the “now” service within five minutes of contacting brands online. Today’s consumers demand real-time responses on their terms over their preferred channel.
Companies are also fueling their digital tanks in response. From conversational AI to social media and WhatsApp API Service Providers, engagement tools and services are gaining a significant share of digital spending.
CPaaS is a recent buzz charming most business leaders. It is a powerful tool to take customer engagement to the next level. CPaaS allows businesses to enable always-on, two-way customer engagement over the right channel and at scale.
Using CPaaS to derive value across the customer journey
CPaaS is an effective tool for seamless customer engagement that drives long-term loyalty and sustainable growth. Here’s how.
Sending offers, notifications, and reminders
Imagine customers missing deliveries or struggling to find the right product. Two-way communication through CPaaS allows customers to reschedule deliveries or ask for product recommendations- a simple step that significantly elevates customers’ experience and satisfaction.
Automating and nurturing email marketing
CPaaS enhances email engagement and drives high customer lifetime value. Using CPaaS APIs, businesses can create personalised emails and automatically schedule delivery when customers are most likely to open them.
Making the most of in-app voice and video calls
A call drop or jagged videos during a client’s meeting can be a significant business loss. CPaaS solutions effectively ensure smooth voice and video interactions. Airtel Voice API Services, for instance, provides steady, uninterrupted calls to improve customer satisfaction and conversion rates.
AI helps CPaaS provide an always-on service over customers’ preferred communication channels. AI-powered solutions, say, Airtel Voice API Services, provide instant replies to customers’ queries with a human-like experience. They also redirect the request to live agents with the complete chat history if required.
Game-changing benefits of choosing the right CPaaS provider
The outcomes of the CPaaS solutions highly depend on the provider’s experience and proficiency. Here’s how partnering with the right CPaaS provider can flip the entire game.
A wide range of APIs and support
Most CPaaS providers offer a bunch of APIs for messages, emails, security, voice, and video calls. They also provide software development kits and documentation for quick and easy integration. Low-code or no-code applications from AI-based WhatsApp API service Providers allow non-technical users to add real-time conversational capabilities and upgrades to omnichannel easily.
Round-the-clock support and access to community
Growth-oriented businesses do not need just CPaaS providers. They need partners. Partners who provide quick support 24/7 in case anything goes wrong. A seasoned WhatsApp API service Provider also has users’ communities and forums for transparent and timely resolutions of issues.
Reliability and experience
What ensures that messages are delivered, emails reach the customers’ inboxes, and calls connect? The experience of the CPaaS provider. Seasoned providers who have worked with diverse businesses in multiple industries understand the nuances of communication. They provide reliable solutions and 100% uptime. Airtel Voice API Services, backed with a telecom-grade carrier network, delivers the best voice quality and is an ideal example.
Ensured security and privacy
Teaming up with the right CPaaS partner is liberating for businesses. With their expertise in data security, companies can ensure the safety of customers’ data and build trust. It also helps in adherence to data laws and local market restrictions.
Growth and flexibility
The future is always uncertain in today’s fluctuating markets and holds numerous opportunities. A good CPaaS provider walks hand-in-hand and provides scalable solutions to sync with business growth.
CPaaS bridges the gap between the customers’ expectations and the experience businesses provide. However, a solution can deliver only as good as its provider. With extensive experience and cutting-edge technology, Airtel provides best-in-breed solutions for specific business needs. Check out Airtel Office Internet for comprehensive internet services, enterprise-grade security, and an Agile, meaningful customer experience without complexity.