Communications platform as a Service (CPaaS)

Most organisations need to communicate regularly with customers, patients, citizens, or employees and with so many channels to choose from, it’s often a bit of a minefield. A one-size-fits-all model no longer meets expectations, so companies need to digitally transform their communication strategies to keep up with growing demands.

Customers expect to be contacted on their preferred device and channel, at a time that’s convenient for them. A CPaaS solution is so powerful as it ensures businesses can reach contacts on their favourite channels, at the touch of a button.  

Eliminating the need for your employees to manually send reminders, notifications and updates can drastically reduce the time spent on administration tasks.  

CPaaS solutions are often used to replace or fill gaps in call centres or admin teams. The CPaaS can be integrated into your CRM to trigger automated order confirmations and delivery updates and can also be configured to send automated review requests after the delivery has arrived.

Automating the entire process ensures faultless communications and can save your business thousands in overheads.

The demand for a multi-channel communication platform is being amplified even further by the need for perfect customer interactions. 90% of your customers already expect consistent, trusted interactions across various channels. This shows how important it is to allow customers to reach you across several channels and CPaaS provides this flexibility.

Over 35% of customers expect to be able to contact the same customer service representative on any channel and 64% of customers expect to receive real-time assistance regardless of the customer service channel they use.

CPaaS can ensure your marketing and sales journeys are perfectly executed and that you delight your customers with every outreach. It can be the differentiator that separates you from your competitors by keeping your customers engaged and satisfied.  

Customers, employees, patients and citizens are constantly inundated with marketing and sales messages and their inboxes are bursting at the seams. It’s important to stand out from the crowd to ensure you’re heard.

Reaching out to your customers across several channels ensure your message will be seen instantly. It’s also great news for your brand. Customers that view a consistent messaging across multiple channels improve their perception of that brand by 68% and they’re 90% more likely to increase their purchase intent.

Whether you’re sending an urgent notification, a two-factor authentication code or an appointment reminder; you can be confident it will reach your contact quickly and safely.

When communicating with customers, especially in large businesses the space for human error can be massive. Spreadsheets and tick boxes showing who has been contacted ahead of appointments or to confirm orders can get messy and it requires a lot of manpower.

Employing a CPaaS solution to automatically send these notifications for you means they are never missed, and your employees have more time available to focus on other tasks within the business. 

Sending automatic confirmations and reminders to customers or patients has been proven to drastically reduce ‘Did Not Attend’ rates and no-shows, saving your employees time and wasted resource.

You can configure the CPaaS solution to automatically send a confirmation via any channel when a booking or appointment is made in your current CRM. The tool can then send out reminders closer to the appointment date alongside a quick, easy way for the contact to cancel or reschedule their appointment.

Internal communication tools can ensure teams stay well connected and highly motivated while working remotely. It’s important that employees stay informed and still feel as part of a larger team even when they’re not present in the office.

A CPaaS solution can be integrated with internal communication mobile apps and platforms to ensure important updates and notifications reach your employees even outside of working hours.

There are many other benefits to onboarding a CPaaS solution.