Communications platform as a service, commonly known as CPaaS is a cloud-enabled communications platform

… that can be integrated into your existing applications, using SDKs and APIs.

There are many SDKs and APIs from CPaaS, performing different functions to facilitate omnichannel communication.

These can be integrated into your organization’s customer relationship management (CRM), marketing automation tools, etc.

Let us look at some key areas, where marketers could improve customer experience using this CPaaS.

#1. Send Personalized Offers:

Since CPaaS SMS API can be integrated into your marketing automation software or CRM, you can send personalized and contextual messages to your customers.

This even helps you to send discounts or other relevant promotional offers, based on the requirement.  

In the case of e-commerce companies, you can intimate the pick-up schedule or delivery status through SMS. 

#2. Chatbots:

When you integrate CPaaS in eCommerce solutions, you can allow chatbots to manage your customers.

The chatbots can take orders, give suggestions, make offers, guide customers to buy better varieties, or even support them in checking out.  

With pre-defined configuration and built-in algorithms, these chatbots learn the preferences and communicate with the customers on time. 

#3. Audio & Video Calls:

The audio and video calls are taking new forms with the help of CPaaS. 

With the integration of powerful calling features to your business applications using SDKs, it is easier to enjoy in-app calls, app-to-landline calls, GSM Mobile calls, call recording, audio conferences, and so on. 

You can also add real-time video communications in your app with SDKs. 

Features like video calls, and even HD video calls can be accessible with the CPaaS solutions.  

#4. IVR:

IVR or Interactive Voice Response system helps you to route your calls to an agent, leave a pre-recorded or computer-generated response to your customers.  

For instance, booking cancellations, order confirmation, OTPs are examples of IVR in our daily life. 

With this intelligent voice response system that works with AI and analytics, you can automate customer support processes and professionally resolve the customers’ queries quickly, anywhere anytime. 

#5. Click to Call:

Once the customers go through your offers or any information, they might find it interesting.  

If you let the customer leave the website or app and go dialing your number manually, sometimes you might end up losing a customer. 

People demand everything to be easy and quick.  

With the Click to Call button placed on your website or mobile app, your customer can easily get connected to an agent. 

This saves time, and there is no need to manually entering every time to make a call. 

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