24th - Sep - 2018

How CPaaS Can Unlock the Customer Service Conundrum

We live in an always-on world. Smartphone penetration is near saturation, giving everyone a connection to the universe of digital content and services.

A consequence of this shift is that consumers want convenience, and seek the brands that provide it. Mobile commerce is one example of how companies have met this requirement, yet price and convenience are just a few of the factors that influence the decision process, even more influential is customer service, which, combined with convenience, is rapidly becoming the new battleground for consumer loyalty.

Where is my parcel? How quickly can I get the answer to my bill inquiry? Where is my taxi? These are all legitimate customer service driven scenarios that routinely play out on a day-to-day basis.

It follows that the most successful enterprises are defined by their ability to communicate. It’s also fair to say that the consumer mindset is changing from accepting an asynchronous interaction – like requesting a bank balance via text for example – to an expectation that they can talk with enterprises, in the moment, on the platform of their choice.

The ability to provide that interaction, where and on what platform the consumer wants, is increasingly critical to business success.

A2P (Application-to-person) messaging has enabled more instantaneous interactions where richer experiences, chatbots, two-way SMS, video calling, emojis and the upcoming RCS standard, provide the platforms to meet this need.

But unifying these channels has traditionally been a complex task, which is why enterprises are increasingly turning to CPaaS, or Communications Platform as a Service. It offers an efficient and cost-effective way to implement a customer service strategy that meets consumers where they hang out (online, on smartphones).

So how can CPaaS unlock the customer service conundrum?

This first eBook in a series explores some of the associated consumer and technology issues, offering insights and research on how to implement a comprehensive enterprise communications strategy.

As Amazon CEO, Jeff Bezos, once said; “The most important single thing is to focus obsessively on the customer. Our goal is to be earth’s most customer-centric company.” The rest, as they say, is history.

If you’d like to find out more about Enterprise CPaaS – The Customer Service Imperative, take a look at the first in our series of eBooks here.

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