This acronym is more and more present in businesses, but what is a Communication Platform as a Service exactly? With a wide variety of possible applications, it’s sometimes difficult to understand what you can achieve with a CPaaS and what benefits it offers.
What is CPaaS (Communication Platform as a Service)?
Communication Platform as a Service, or CPaaS, allows you to easily integrate real-time communication channels for business purposes without investing time and money in backend infrastructure or user interfaces. The sending of automated SMS, voice calls or e-mails can be implemented easily, without developing internal solutions. Isn’t that great news?
What can a CPaaS be used for?
A Communication Platform as a Service can be used to simplify processes, drive sales or save precious work time. Its applications are limitless, here are some scenarios to give you an understanding of its possibilities:
Send reminders to reduce no-show rates, boost your conversion rates or reduce costs:
How often do you or your colleagues have to spend time just reminding your customers of their commitments?
Your sales team may be facing a high no-show rate of leads or customers, forcing them to reschedule or send manual appointment reminders. With CPaaS, you will reduce the no-show rate by sending out automated appointment reminders per SMS or automated voice calls, for example.
Is your financial department spending valuable time on processing unpaid invoices? To reduce costs, you could use CPaaS to send out automated payment reminders.
Reminders can also boost your conversion rates. By sending out personal and efficient contract or subscription reminders, you give customers the opportunity to act and react immediately. They will never forget to renew their engagement with your company.
Boost your sales by improving your marketing, your customer experience and getting to know your customers:
CPaaS can be used to improve your marketing and drive sales in an easy way. Scenario’s in which you could use CPaaS to send out automated SMS and voice calls to your customers for marketing purposes are infinite.
You can drive sales by informing your customers of a specific promotion or maybe send out product availability alerts per SMS. Getting your customers to participate in interactive games through phone calls or organizing phone voting’s can also serve that purpose.
Using CPaaS can significantly improve the customer experience. For example, you can implement an IVR (Interactive Voice Response) for your customer service. This so-called customer self-service will allow your customers to receive pre-recorded answers to frequently asked questions and so avoid waiting time. If their question is more specific, an IVR will allow you to immediately connect them to the right spokesperson within your company.
Statistics are certainly very important to your business. A CPaaS platform will provide you with the insight you need on the communications you send out, allowing you to follow up your internal statistics. Do you need information straight from your customers? You can easily create your own customer surveys that you can send out per SMS or automated voice calls to get the feedback you need. They can be as simple as evaluating scores like the NPS (Net Promoter Score) with one unique message, or get more complex information for in-depth insight on your customers using either SMS or voice calls or a combination of both.
Improve your network security and crisis communication:
Is access to your website, application or intranet secure enough? Improve your online security with a one-time password, allowing only the people that are meant to be on your networks to access information. There is nothing easier than implementing automated SMS from a CPaaS to deliver the access code to the user as soon as possible.
Do you sometimes face a situation in which you need people to be notified of as quickly as possible? A CPaaS can allow you to coordinate your crisis communication efficiently. With clicking one button, you can send out SMS or pre-recorded voice messages to all the people that need to be informed so that you’re sure they receive the information as soon as possible. Are your crisis situations recurrent? Trigger your alerts automatically.
What are the benefits of using CPaaS?
The main benefit of using a CPaaS is that it will significantly reduce your company’s development time and costs. Your developers don’t need to go through the process of creating user interfaces and a backend infrastructure to support your communication through multiple channels. Developers will also have access to the platform’s product documentation and extensive customer support so that you can start communicating with your customers as soon as possible.
Some CPaaS, like RingRing’s, also lets you choose between standard, ready to use solutions, Application Programming Interfaces (APIs) or tailor-made solutions that suit your needs perfectly.
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