A Seamless CPaaS Integration Boosts Business Results

Brian Keep, Ytel |  
Few things are more frustrating to customers than having to wait for an answer. When you're able to create a perception with your customers that you are there for them when and how they need you, you are building extreme loyalty to your brand.

Few things are more frustrating to customers than having to wait for an answer. When you're able to create a perception with your customers that you are there for them when and how they need you, you are building extreme loyalty to your brand. This loyalty can be a hot commodity in today's competitive market when it is easier than ever to make a product switch. Some businesses treat customer service as a necessary evil, looking for ways to limit the amount of time that service reps spend with each customer to boost efficiency.

This loyalty can be a hot commodity in today's competitive market when it is easier than ever to make a product switch. Some businesses treat customer service as a necessary evil, looking for ways to limit the amount of time that service reps spend with each customer to boost efficiency.

What if you turned that service model on its head, and decided to treat your customers like close friends? When you utilize a Communications Platform as a Service (CPaaS), you're able to create a communications infrastructure that will supercharge your business results by proactively engaging customers on their terms. With a CPaaS, it is straightforward to create APIs that create seamless integrations and make click-to-chat and click-to-call a breeze for customers.

Personalized Service: Real Interactions

Fully-integrated communication systems mean that your customer service reps have access to highly detailed information about your customers that is synced in real time. Why is this important? Customers want to know that you understand their needs and they don't like repeating themselves -- something that can happen all too often if your communication channels are not tightly tied together. When you are offering true omnichannel communication, service reps have the customer details that they need at their fingertips and can provide exceptional service to customers every time.

On-Premise or Cloud

Many organizations still have some or all of their core software based on-premise, which make integrations more challenging. A cloud-based CPaaS system is fully API-driven, making it very achievable to integrate with any type of hosting situation. This removes the limitations of only integrating your CPaaS with a single platform. Instead, you're able to take full advantage of the benefits that are offered by this revolutionary communication platform.

Creating Human Connections

Customers want to feel valued, and having your core database available for your CPaaS means your customer service and sales representatives can create contextual conversations with customers. This could mean following up on a previous support request while on a sales call, or making a suggestion that creates value for their business. This type of value-added conversation is difficult -- if not impossible -- if you're using disparate communication tools. Communication styles continue to evolve. Today's customers are much more likely to want to engage in text-based communication than making a phone call. Having a CPaaS platform integrated with your various systems allows you to gain a deeper understanding of customer needs and communication styles.

Perhaps the key benefit of an integrated CPaaS is in empowering customers to make their own decisions about their preferred communication styles. When customers feel that their needs are being met, their loyalty increases exponentially.


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About The Author

Brian Keep, Ytel

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As the Chief Operating Officer, Brian works consistently with one finger on the pulse and an eye in the sky to ensure that everything technical at Ytel is running smoothly on a daily basis.


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