5 Reasons to Invest in CPaaS to Enable Omnichannel Messaging
Today’s consumers are more knowledgeable and demanding. They demand to have personal interaction with brands in real-time through their preferred messaging channels as they do with friends and family. This has pushed enterprises to adapt and innovate to meet their customers’ demands. One way of adopting is using omnichannel outreach and digital engagement with consumers where they are, such as through popular instant messaging apps. This article gives you five reasons why you need to invest in a quality CPaaS tool.
What Is CPaas?
CPaaS stands for Communications Platform as a Service, and is a cloud-based platform for integrated omnichannel messaging that allows enterprises to communicate with their customers in a more simplified and meaningful way. A reliable CPaaS provider incorporates technologies like machine learning (ML) and AI to build platform efficiency and enable businesses to create omnichannel messaging campaigns. This enables the businesses to communicate with consumers in multiple channels like:
- SMS (text messages)
- MMS
- Voice and video marketing
- Push notifications
- Facebook Messenger
- RCS
Why Invest in CPaaS?
Some people may think of CPaaS as a unified customer service platform, but it plays a more powerful role in the business’ marketing communications. It simplifies customer engagement and helps deliver the message anywhere, anytime, and directly impacts marketing campaigns. Here are five reasons you should invest in CPaaS:
1. Turn Marketing Campaigns Into Conversations
Customers want conversations with brands and not dry campaigns. CPaaS enables businesses to accomplish this through multiple avenues by enabling conversations with a prospect instead of sending emails and sitting back to analyze pen rates and clicks. With simplified APIs in any service or application, businesses can initiate the conversation through various digital communication channels and make it interactive.
2. Reduce Reliance On Emails for Communication
Email remains the most official and effective communication channel, but the rise of digital media means businesses can’t rely solely on it. Customers today want businesses to communicate with them anywhere in the digital space, such asWhatsApp, MySpace, Facebook messenger, and LinkedIn. CPaaS platforms allow businesses to integrate these channels and seamlessly converse with customers wherever they are to supplement emails.
3. Delivering Real-Time Metrics
Marketers enjoy the capability to track their campaign metrics and doing it in real-time is an added advantage. A quality CPaaS platform helps marketers to track impressions, conversions, and conversations from start to finish in real-time. They can also generate trend reports to help them make adjustments that respond to customer feedback, and integrate different communications channels they’re using into their website to better understand converting pages and track their origins.
4. Use Multiple Communication Channels In One Place
The greatest benefit of CPaaS is allowing integrated, multichannel communication. While some demographics still prefer email, Gen Z is changing to SMS messaging quickly. Social media has also changed how customers and businesses can interact. With so much channel variety, businesses can benefit from a multichannel campaign by delivering unified campaigns in different channels that consumers prefer.
5. Messaging Automation
Most businesses need to send customers order confirmations, delivery updates, follow-ups, update notifications, push messages, and appointment reminders. CPaaS enables automation of these messages through SMS, RCS, push notifications, SMS, and social media marketing to keep campaigns running and customers or prospects engaged.
Endnote
CPaaS leverages technology and cloud computing to offer businesses integrated and embedded communication features. Businesses don’t need to invest in purpose-built applications to deliver their marketing campaigns. It also allows businesses to automate and integrate their communication with customers in real-time. CPaaS vendors offer product support to help businesses throughout the product development and implementation process.