In this fast-moving world, the customer expects his or her brand to understand them. Even a text message with the flight details or one reminding a customer of his next visit to the doctor is enough to offer the customer that little human touch. Any interaction can be made rich and personal with CPaaS, Communication Platform as a Service. CPaaS assists businesses in communicating with customers in ways that feel personal and timely. CPaaS makes it so much easier to get messages to the right person at the right time.
Why Personalisation Matters
Everyone wants to be seen and heard. When someone reaches out and speaks the language of his or her needs, it garners trust. Consumers return because they feel understood. Simple things like calling a customer by his or her name or suggesting an item on account of previous purchases make that person feel valued. Over and over, these small interactions slowly build massive relationships.
How CPaaS Makes It Possible
CPaaS gives companies communication tools in channels such as SMS, email, voice calls, or messaging apps. It allows them to cleverly and smoothly communicate through updates, alerts, and offers. For example, a retailer could text a customer to say, “Your favorite item is back in stock.” A food delivery app will share real-time updates about your order. Everything happens smoothly and neatly, almost as if the brand is right there with you.
Reaching the Right People
Businesses need not broadcast the very same messages to everyone when using CPaaS. Data such as purchase history, location, or preferences can help businesses send out targeted messages. This means that people will only get messages that are relevant to them. For instance, someone who orders veggie food all the time could get notifications about new offerings on plant-based menus. Messages like these show that the brand is listening.
Working Customer Service as Well
Customer service right now is an extension of marketing. Imagine the customer typing in a question in a brand’s website and getting responses via WhatsApp or an SMS. Or a customer changing an appointment via chatbot. CPaaS can enable all of this, which in turn helps to enrich the customer experience through faster and easier resolution.
Building Long-Term Loyalty
People remember how a brand made them feel. Communication that is helpful, personalized, and respects the customer’s time usually ends up as an experience customers would love to remember and hang on to. CPaaS enables companies to reach customers thoughtfully, contributing to an experience that creates loyalty over time. Customers go beyond just liking the brand; they trust it.
Conclusion
In a world where people get bombarded with messages throughout the day, some stand out as the one that appeared to be sent just for them. CPaaS bestows businesses with the-one-of-its-kind tool to do so at scale while retaining that personal touch. Hence, smart and personal communication lays the foundation for businesses to forge real connections, thus making that business a sure hit with returning customers. This is how CPaaS finds itself useful in the digital era.
