In order to win a business competition, leading companies all over the world are investing in customer experience. Why? Based on a Walker study, it is predicted that by the end of 2020, customer experience will overtake price and product as the key brand differentiator. Customer experience is your customers’ perception of how your company treats them. Having great customer experience can affect customer behaviors, as well as building memories and feelings to drive their loyalty.
Customers' expectations are continuously evolving. In order to win customers and boost their satisfaction, businesses need to be able to provide immediate service across all communication channels, 24/7. Providing seamless communications through multi-channels, Communications Platform as a Service (CPaaS) can support real-time communication like voice call, video call, SMS, and chat into web and mobile applications enable you to connect and stay close to your customers and enrich their customer journeys.
Speed up the customer service process by creating automated workflows
Customers value effective and efficient communication with a responsive customer service process. With CPaaS you can easily automate the ticket management process and create the flows on how to speed up the customer service process. Moreover, with API management features in CPaaS, you can integrate communications into workflows and third-party applications, therefore increasing response time and saving your customers and agents valuable time.
Offer self-service options to increase loyalty and productivity
In today’s business environment, companies need to ensure that customers are able to find answers to their questions using a wide range of self-service options. Based on a study by Zendesk, 67% of customers prefer self-service over speaking to a company representative. With the implementation of CPaaS, it is possible for businesses to have automated processes and self-service options to easily take care of simple issues such as bill payment or updating their address by themselves. This will increase customer loyalty as well as agent productivity and help your company reduce some operational costs.
Retain customers with strong omnichannel customer engagement strategies
With the growing number of options to connect with your customers, business communication should now be tailored to customer preferences. Having an omnichannel strategy to cater the evolving customers’ needs is a must. However, the challenges for a company to provide strong omnichannel communication is not only about the accessibility, but also how to deliver constant and consistent messages across channels. CPaaS can break communication silos, increase visibility into customer interactions, and improve responsiveness. Based on a report by Forbes, companies with strong omnichannel customer engagement strategies can retain an average of 89% of their customers.
In this ultra-competitive business landscape, only companies who take customer experience seriously will stand out from the crowd and win customer loyalty. Adding CPaaS Indonesia to your customer experience strategy, you’ll be ready to battle competitors and keep your customers satisfied all while saving time and money. Making sure the interaction between customers and businesses is smooth, pleasant and continuously improving, you will drive brand loyalty. Accessible, customizable, and user-friendly, CPaaS is the key to boost customer satisfaction.
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Communications Platform as a Service (CPaaS) refers to a cloud-based platform that simplifies the integration of omnichannel communications services using an Application Program Interface (API) technology and Software Development Kits (SDK).
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