People might think that the more diverse, complex, and advanced the technology we have in the market is, the easier it will be for businesses to meet customers’ experience. But the truth is, communicating with customers has never been easy. According to Salesforce, 67% of customers say that their standard for good customer experience is higher than ever before and 52% of customers say that they are extremely or somewhat likely to change brands if the company doesn’t personalize its communication with them. In order to deliver excellent customer service to impress your customers non-stop in every step of the journey, Communication Platform as a Service (CPaaS) will be the perfect technology choice for you. It allows seamless integration between channels, delivers excellent mobile engagement, and enables end-to-end customer journeys through automation.

Powerful platform that brings integrated communications to life

Until recently, companies struggled to try to connect with their customers through separate communication channels, including email, SMS, voice, chat, and other channels they use. Customers expect a single solution that seamlessly combines all those channels and brings integrated communications to life. According to Zendesk, 87% of customers think brands need to put more effort into providing a seamless experience. But based on The CMO Club, 55% of companies have no cross-channel strategy in place. CPaaS is a powerful technology to address these problems and integrate all different communication channels into one platform and help businesses to manage leads, handle campaigns, and respond to customers in a channel of their choice. 

Overcoming the challenges to connect with customers on their mobile devices

According to GSMA real-time intelligence data, today, there are 5.22 billion people that have a mobile device in the world. This means that 66.83% of the world’s population has a mobile device. With the growth of the numbers of mobile users, the challenges of connecting with customers on mobile devices also grow. A bad mobile experience can do serious damage to businesses. According to SWEOR, 57% of internet users say they won’t recommend a business with a poorly designed website on mobile. Choosing CPaaS can help businesses overcome mobile challenges. It gives companies a competitive edge to unlock new tools and features without replacing the existing communication stack. CPaaS platforms have gone through the validation process, resulting in a quicker and more trusting path to build an engaging mobile customer journey.

Solve the connection complexity and automate customer journeys end-to-end

Automation is a fundamental component that enables businesses to deliver proactive and seamless customer experiences. Based on eMarketers, companies who use automation can see up to 50% of conversion rates. However, according to IT Pro Portal, only 18% of retail and logistics CIOs are currently able to automate customer journeys end-to-end. Using low-code development, visual composition and ‘drag-and-drop’ functionality, CPaaS can help companies to construct, amend and optimise customer journeys in real-time through automation. 

CPaaS can help businesses engage with customers on multiple touchpoints to deliver excellent customer service. It gives your customers access to all of the combined communication tools while giving companies the freedom to connect new tools to your existing technology. You can do better with this powerful tool if you are exploring CPaaS Indonesia, starting from now.