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Where CPaaS Fits in Your Business
No matter the size of your operation, you’ve probably heard the term Communications Platform-as-a-Service, or CPaaS. Despite hearing about it, you might question how it can better serve your business as a whole. Here are a few ways to implement CPaaS while achieving results.
In hospitality, CPaaS’ embedded SMS functionality is positively received by approximately 70 percent of guests. This automated service delivers custom discounts or centralized offers via text which, for travelers, offers local options with associated deals. This just adds to the customer service experience because it is going the extra mile and that one step breeds brand loyalty.
Want to know if clients are satisfied? Where improvements can be made? Automated surveys through SMS are sent out to customers quickly after utilizing a service so management can nip any serious issues in the bud. To get the surveys filled out, as they can quickly get lost in a sea of messages, offer discounts or other benefits, and always follow up when there is negative feedback. If there is a way to rectify, make it happen.
In healthcare, patients are now given the option to sign up for an online health portal where they can check files, status of appointments and get texts regarding upcoming appointments. It alleviates the reminder mail and phone calls. Satisfaction surveys are also sent out this way to see what improvements can be made.
Maybe traveling clients want to talk prior to their arrival. Implementing real-time chat into websites or mobile apps allows guests to get all questions answered prior to arrival, saving time and, again, increasing customer satisfaction.
AI immersion is essential to serve customers who are constantly on the go in a 24/7 world. Issues arise at all hours and they need resolution; with a virtual assistant, most answers are possible, especially in a self-service world. It is also helpful for in-house staff during busy business hours where human employees are too busy to deliver answers efficiently to everyone. Customers can come in, check a kiosk, get the answers they need and go, without the wait.
Those are just a few ways CPaaS can change your business for the better. Even implementing one can make a world of difference and raise the bar of customer service standards.
Edited by Erik Linask