Engaging in global business can be extremely exciting, and yet fraught with challenges.
Each country (and even individual regions and territories) that you choose to expand into and grow your business has its own set of policies, laws and regulations, culture, languages, currency as well as business customs and conventions.
These are not always so easily understood. Supporting customers in each market involves coming to terms with the unique characteristics of that market. It calls for an alignment between the needs and behaviors specific to that market and your business goals and objectives.
It is for this reason that a CPaaS market leader will ensure they maintain a local presence. This assists them in understanding local nuances and contexts, and thereafter, adapting and offering more personalized solutions.
While customers expect to receive the same experience and environment when they interact with a global company, they also want a more localized experience, reflective of their situation.
When a CPaaS market leader maintains a local presence, they can ensure consistency on a global level while also embracing the needs of the local market.
Importance of selecting a CPaaS provider with deep experience across regions
But what is CPaaS? CPaaS stands for Communications Platform as a Service. Put simply, it is a way for you to meet your customers, employees or service users where they are. Whether customers choose to use voice, SMS, messaging or social media, you are able to pick the conversation up and move easily between different channels, to provide a seamless customer experience.
Naturally, you’ll select a global CPaaS provider who is a clear market leader. Such a leader supports customers in multiple geographies. They are able to consistently tap into new use cases for the solutions they offer. They obtain more in-depth intelligence on market demand for such solutions in terms of new functionality, product or service capability as well as new channels and solutions.
Let’s say, for example, that a new use case is being implemented by a healthcare customer in North America. This use case has not yet been applied by that customer across their EMEA locations. In fact, the use case may not yet be readily applied across other healthcare customers or across other industries in other markets.
However, once proven successful, this use case can then be exported to new regions and applied across other industries. In much the same way, if new functionalities, capacities or applications are determined and made available, these too can be made available to more customers and regions. However, in order for this to occur, the use case must be well studied and validated beforehand.
Three distinct advantages gained when working with CPaaS market leaders
First, global presence translates into deep experience for a CPaaS market leader. Internally, they have the resources and expertise for robust data management and analytics. This enables the provider to leverage insights and discoveries gained by their local presence.
Consequently, it becomes easier and faster for such a provider to design and bring to market a powerful communication solution. Local market insights drive further personalization of the solution. This creates a more in-tune, purposeful solution that instinctively meets customer needs.
Second, a CPaaS market leader is known for consistent, reliable service delivery and range. Their local presence calls for an investment in local talent and resources that are specifically tailored to the local customer experience.
Customers with regional or global presence can rest assured that they are able to address all of their communications needs, across geography, with a single provider. They gain the same assurances, service guarantees and level of attention they are accustomed to, wherever they are located.
Third, a CPaaS market leader complements their offering with superb after-sales service and support. This provides a clear signal to their customers that they are interested in building a long-term relationship, in earning loyalty and retaining their business. This guarantee of 24/7 support can be one of the biggest factors in cementing this partnership and customer retention.
What does this after-sales service and support look like? When a CPaaS market leader is present locally, the advantage lies in the face to face connection, the personalized touches and attention to detail that can so easily be missed otherwise. These elements can sway the experience from good to great.
The Soprano difference with other CPaaS market leaders
With a global presence and over 27 years of experience supporting companies with a full suite of communication software solutions, Soprano’s vision is to unleash the communication potential for all its customers.
Praised by top analyst firms in the world, our CPasS communication platform enables you to control and design your unique communication experiences, however it evolves. This means implementing new capabilities and functionalities as you see demand grow in your local markets. All through a secure, centralized omnichannel experience that engages and delights.
Are you keen to refine the way you engage with your customers? If you’re looking for ways to connect with and support customers at their convenience, then take a look at Soprano’s CPaaS solution.