Ecommerce businesses serve customers with varied interests, preferences, and buying habits. Not only this, the e-commerce customers are often dynamic, and get to another business in seconds. This makes the e-commerce customer base one of the most challenging to deal with. But, with few adaptations, everything can be placed right in!  

One such adaptation is incorporating CPaaS into your e-commerce business. CPaaS or communication platform as a service technology is an integration of communication channels on websites, or leveraging them in business. These channels can be messages, telecalling, Whatsapp, or any other communication channel.  

And, it is often noticed that CPaaS significantly helps e-commerce businesses. Want to know how? Read this till the end!  

Customer engagement 

Customer engagement or how entertained, or connected the customer feels with the business can exert a great impact on buying decisions.  

“In a study by Aberdeen group, it is noticed that businesses with omnichannel customer engagement record a 9.5% increase in annual revenue. Whereas businesses who don’t invest in omnichannel customer engagement see around 7.5% of reduction in cost per contact!” 

 That’s where CPaaS can make a difference. It can help establish omnichannel customer engagement. It can help you reach your customers where they prefer, and also serve them with your range of products through different communication channels. If you want to know more about why omnichannel marketing is important, read it here!  

Brand communication, and reputation 

It is often noticed that if a business communicates, and establishes a relationship with customers, the sales boost. And, the reason is obvious! If communicated, and informed well, businesses can establish trust, and reputation with customers. And, customers on the other hand feel elated to consider them over, and over again.  

Further, it is also said that the better the reputation of a brand is, the better will be the customer awareness, and involvement in products, and services. This helps in sales significantly. 

Service & support  

Customer support & service is hands down the most important aspect of every business, especially e-commerce. It is often recorded that optimum customer support & service win the market competition. Here are studies from Bain and Company to underline-  

“Businesses who focus on managing premium customer service, and support do 4 to 8% better than businesses who don’t!”  

“A customer is four times more likely to shift to a competitor if they face service or support-based issues!” 

CPaaS can fill these gaps in customer service. It can help you automate replies, and provide customers an alternative to contact the business on several channels. This also reduces traffic, and load on one contact point, and helps both businesses as well as customers to get things sorted.  

Mitigating communication bottlenecks  

Ecommerce platforms serve thousands, and thousands of customers every day, and are central to informing customers of the right thing at the right time. And, maintaining communications with each but all customers is out of the capabilities of human force. But, if one leverages CPaaS-like platforms, one can fill these gaps in communication.  

Further, other challenges of communication like sending alerts, and new product updates everything becomes a matter of a click! CPaaS can also help make alerts, and reminders automated. So, you take care of sales, and CPaaS can take care of informing, engaging, and communicating with customers. 

Expanding business boundaries  

If you don’t want to limit your business services to an area where your workforce can execute, you should consider CPaaS services. No matter if you intend to serve geographical locations with different time zones, or oceans apart, CPaaS can make this a real scenario.  

By integrating communication channels on your website, app, or business platform, your customers can get in touch with you any time of the day. And, the automated replies and alerts are an additional plus-plus for leveraging CPaas for expanding business boundaries.  

CPaaS is the ultimate solution for ECommerce!  

E-commerce success depends on how satisfied your customer feels. And, due to the large customer base, establishing regular communication is challenging. CPaaS can be the ultimate solution! It can help you disrupt any communication barriers with customers with easy modifications, and integrations on your already running website, or e-commerce store.  

If you also want to leverage CPaaS for your business, get it from experts today. Contact the team of Voxvalley, and make CPaaS integration possible for your e-commerce business.