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How CPaaS is Helping Businesses Meet Rising Customer Expectations


The past year has seen an unprecedented number of businesses integrating technologies into their different functions. Digital has become a necessity for a business’ growth as it has become a fundamental part of our daily lives. Customers do not just expect to connect and deal with businesses online, but they also expect the communication to be seamless, quick and convenient. Retaining customers is crucial for any business to grow, making effective real-time communication solutions that enhance the customer journey a must.

Communications Platform as a Service, or CPaaS, software can enable real-time communication with various stakeholders of businesses. CPaaS is also easy to deploy as it can be added to existing business applications. It usually offers technological solutions that do not need back-end interfaces or infrastructure to be built. CPaaS can include SMS, voice chat, chatbots, video communication, notifications, in-app messaging, conferencing, group chats, and more such channels.

Given the wide scope of CPaaS, it can be tailored by businesses to suit their own needs and their customer demographic. The integrated technologies also enable CPaaS software to use the customer data available to offer the best in communication.

Meeting the changing customer demands

Generic solutions for all businesses is no longer a viable strategy as the customer expectations have evolved with the technology. The socially distanced pandemic developed an affinity for digitized services. The industries have become more competitive too, requiring the needs of the customers to be met. In this scenario, the flexibility that CPaaS offers will enable businesses to build the software that suits them the best. CPaaS platforms are a one-stop shop for an enterprise’s communication and automation needs as, instead of a common solution, CPaaS allows businesses to customize their solutions to suit their specific needs and maintain customer satisfaction. Omni-channel experience can be deployed for the customers so that they are met right where they are.

CPaaS allows businesses to integrate all these top-notch services at a low cost, making it especially useful for small businesses and MSMEs. Since CPaaS can be integrated into existing frameworks due to technology, there is no additional cost of building something entirely new.

This will allow businesses to expand beyond their immediate reach both nationally and internationally. MSMEs who have been struggling due to the pandemic can integrate the low-cost CPaaS solutions to retain their existing customers through efficient communication and also gain new customers by reaching farther markets.

Scaling the business

Retaining customers leads to a growing business. CPaaS can smooth out processes like payment collection and appointment booking that scale the company. Online sales can also increase due to a seamless customer experience.

One of the prime examples of successful integration of CPaaS can be found among financial institutions. They have automated identity verification through video-KYC, integrated multi-factor authentication, used chatbots for customer service and transactions and also managed to onboard new customers digitally.

CPaaS helping survive the competitive landscape

Customers today have a large number of options to choose from, making it pertinent for businesses to implement the right strategies that keep them satisfied. Customers often go to a competitor due to them offering a better, quick and easy communication experience. CPaaS will ensure that the customers never feel isolated with customer-centric solutions.

(The author Dilip Modi is Founder at Korero Platforms and the views expressed in this article are his own)

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