How CPaaS is Redefining Customer Service in a Mobile-First World

The Communication Platform as a Service (CPaaS) landscape in India is evolving rapidly. Companies are competing to become extremely customer-focused to win maximum business volume. Of course, this isn’t easy given how customer preferences are always changing. For instance, customers today are choosing a complex mix of communication channels to interact with companies. They might communicate or transact business with brands through phone calls, web chats, SMS’, text chats, and an array of other web and mobile channels. To deliver a consistent (and high-quality) customer experience, companies need to bring some order to this chaos.

Enter CPaaS!

CPaaS providers in India are seeing rapid traction because enterprises are realising the importance of replacing their siloed customer support operations with a unified platform. CPaaS is a cloud-based interactive solution that addresses customer queries in an increasingly mobile-first world.  In fact, the CPaaS market in India is expected to be worth over USD 2.46 billion by 2029 (source:globenewswire) according to some studie.

Efficient customer support is a key component of the overall growth strategy of all businesses today. Ensuring that customers receive excellent support for their queries made through their smartphones or any other digital channels, at any point in time is paramount to generate brand loyalty and repeat business.  There’s a consistent need to deliver user-friendly support each time and CPaaS is the perfect solution to address these needs.

Key benefits of using CPaaS solutions for customer support

Let us explore the top benefits for a business that migrates to a CPaaS solution for its customer support operations.

Risk-free infrastructure management

Traditional communication platforms are often complex entities that demand huge management oversight and resources. Additionally, businesses need to carry the responsibility of always maintaining the infrastructure and ensuring that secure operations are guaranteed with no disruptions. However, with CPaaS, the entire communication infrastructure is hosted and managed by the CpaaS provider.

The business no longer needs a dedicated IT team to manage and maintain a complex network of storage and computing infrastructure, handle application architecture, and integrations with hardware and other key business systems. The CPaaS solution provider will handle all backend infrastructure and application management complexities. They would provide APIs and standard development SDKs which businesses can simply plug their business tools and devices into.

Provide superior customer experience

Today’s customers are tech-savvy and extremely demanding when it comes to the quality of service rendered to them as they seek customer service support. The options or avenues they leverage to reach out to companies to seek support are numerous ranging from a simple phone call to the dedicated customer service hotline to messaging and WhatsApp. Most businesses know that customers must be provided with a superior experience consistently across all these channels.

With CPaaS, businesses can guarantee consistency for their omnichannel communication support delivery. With cloud calling or integrated social messaging services, every customer interaction point will be equipped to understand and deliver personalised experiences that are consistent with the brand’s outlook. CPaaS solution providers can provide a range of business communication tools in one place and ensure that the customer engagements that happen in any channel are provided with a consistent experience every time.

Highly cost-effective

In the early days, businesses had to invest in and maintain a range of applications to facilitate customer support operations across numerous channels like IVR, voice calling, WhatsApp, etc. In addition to the initial capital costs involved, the infrastructure setup required periodic maintenance and upgrades to support the evolving support needs of the business. The mix of legacy and modern applications in this ecosystem further added to maintenance or upgrade costs as it involved a larger system integration effort and data transformation initiatives.

With CPaaS however, the solution provider encapsulates all support applications and systems into a cloud solution which the business can subscribe to as per the specific needs. They only need to pay for the services or resources consumed by the CPaaS solution. Furthermore, CPaaS providers in India can provide even better deals with dedicated partnerships that involve a large volume of user traffic regularly. Combined, the use of CPaaS for customer support operations will provide significant cost savings for any business.

Better operational flexibility

CPaaS providers offer a range of APIs for businesses to expand their support operations easily. Adding new features is easy as these APIs are configurable. They also support a wide technology stack and are designed to accommodate scaled operations effortlessly. Even global expansion of support operations is possible through CPaaS providers as they effortlessly manage the backend infrastructure and offer streamlined support irrespective of the time zones involved.

Dedicated security focus

CPaaS solution providers usually have dedicated security practices internally that work on integrating the latest threat intelligence into their offerings. By leveraging them instead of traditional siloed customer support applications, organisations can be assured of secure business operations with 100% adherence to compliance mandates and regulatory frameworks in place to protect sensitive customer data.

Navigating the next steps

Technologies like CPaaS will dominate the future of customer service. However, enterprises need to find CPaaS solution providers with a strong reputation and expertise in consistently delivering the most tailored support services through communication platforms.

This is where Vi Business can truly make a difference. As the leading CPaaS (Communications Platform as a Service) provider in India, we offer an extensive suite of customer support solutions through our advanced CPaaS platform. With our comprehensive range of communication channels, we can help transform how correctional homes manage inmate communication, ensuring both security and connectivity are seamlessly maintained.Request a Demo Today!