CPaaS trend helps create a fast response and improve the quality of customer communication. Especially when the pandemic situation has made various business lines oriented toward digital channels. Due to a reduction in face-to-face contact between companies and consumers while establishing a new protocol.
CPaaS as a communication platform service is predicted to experience growth for the next few years. Currently, CpaaS technology is widely used and will generate revenues of more than $10 billion by 2022, which is a 17 percent increase from the previous year which was around $8.6 billion. This clearly explains that there is a high level of awareness about CPaaS and programmatic communication services.
As the CPaaS industry is growing, businesses should be aware of the trends that will shape customer communication in 2022, as described below:
Integrated Marketing Communication
CPaaS builds infrastructure through an Application Programming Interface (API) that can integrate various communication features into a single application or business system. Because all forms of communication are interconnected, marketers can segment consumers more effectively. It also makes it easier for users to send different types of messages to customers based on their usage patterns.
Chatbot and Customer Service
Currently, the most prominent user cases for CPaaS are the WhatsApp Business API and chatbots. CPaaS allows marketing using text messaging, call-based support, and video-based services that can be integrated into the same application. Because everything is connected at the back end, when a customer contacts the company, the company is aware of potential problems and the buyer’s previous communication history. Even able to solve problems straight to the heart of the problem. This of course makes interactions more efficient and can improve the customer experience.
Authentication
Authentication is one of the solutions from the communication API that is integrated into smartphone applications. The function of this authentication is to provide a layer of protection to the client so that the client’s data will be safe. Companies can use CPaaS to authenticate user identity using OTP (one-time password) to minimize the possibility of fraud. All forms of mobile banking activities, password resets, and app authentication can be performed using two-factor authentication using CPaaS. With strict security systems, businesses can increase the conversion rate significantly from mobile payments.
Direct Inward Dialling (DID)
Missed call services, two-factor authentication, and lead generation are possible with Direct Inward Dialling (DID). Missed calls from customers are automatically loaded into the built-in CRM and marketing funnels that start working right away. The API can also create a digital call center with a call recorder, a complex IVR interface, and automatic call forwarding. This certainly provides benefits, especially for industries engaged in health and banking.
Summary
By increasing the growth of CPaaS, CPaaS providers are competing to offer a variety of solutions that can help companies to improve the quality of communications with customers. From the CPaaS trends mentioned above, you can try one of them, for example, the Chatbot and WhatsApp Business API features offered by OCA. You can provide services without being limited by space and time using chatbots to improve customer experience and satisfaction. Let’s try OCA now!
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