For the past period, marketers have found it difficult to raise customer satisfaction rates. Despite this, 70% of businesses plan to leverage CPaaS (Communications-Platform-as-a-Service) as part of their customer experience (CX) strategies. This is because it offers the solution to low engagement rates and addresses the recent shift in consumer behavior.
With fewer people leaving their homes, a 'homebody economy' is growing. Yet, wise marketers know that more personal interactions will lead to better customer retention.
With its seamless, omnichannel approach, CPaaS 3.0 offers a chance to meet customers where they are. It's also offering businesses an exciting way to achieve their digital transformation.
What has changed for customer experience in the post-COVID recovery?
Expectations of customer care have changed. Here are a few of the trends that have emerged:
More focus on safety, security, and empathy: Consumers are more concerned with how a business treats its staff. They also want to limit any risk to their hygiene or their data.
Faster, more convenient service: Now, customers are expecting a 24/7 multi-channel experience. Plus, they want it to meet their needs in real-time. For example, Commercial International Bank (CIB) automated their customer workflows and achieved a faster response rate.
Increased emphasis on company values: 80% of consumers say sustainability is now very important. And since the pandemic has increased awareness of environmental risks, more companies are emphasizing low carbon footprints or ethical approaches.
Bigger appetites for innovation and experimentation: Around 50% of consumers say they're more willing to try novel approaches. As a result, businesses are working harder to translate brand values into tangible and innovative actions.
5 ways CPaaS 3.0 will transform customer experience strategies
So how can strategists use CPaaS 3.0 to address these needs? Here are 5 methods to consider:
1. Human-Centered Design (HCD)
Human-Centered Design (HCD) is a creative design-thinking approach developed by IDEO. It sits at the intersection between empathy, creativity, and the needs of businesses. Because it's human-centered, it helps businesses focus on meeting people's needs. While it established itself as a process for product design, Human-Centered Design principles are transferrable to customer experience strategies.
Businesses who put Human-Centered Design principles at the heart of their customer experience understand how their customers feel. And with this knowledge, they can design customer journey touchpoints to respond to those feelings. With its increased agility, CPaaS 3.0 makes it easier to empathize with customers.
2. Simplified development
CPaaS 3.0 includes server-less and no-code capabilities. This means coding, debugging, and scaling is much easier. Also, it's aided by new Integrated Development Environments (IDE's). No-code features also make the platform accessible to non-developers. This enables quicker and easier integration of multi-channel apps.
Along with two-factor authentication implemented in SMS, businesses are stepping further towards addressing security concerns. Besides, enhanced automation is increasing transactional messaging to customers. Ultimately, this matches customer expectations for 'always on' services.
3. AI and Machine Learning
Real-time intelligence will revolutionize the customer experience. Because of improved features to speech synthesis, easier deployment of AI in call centers, and better integration of chatbots in a real-time interface, customer experience is pushing technology to have a more human experience.
Video conferencing is now a norm for our daily interactions. But this new platform will make virtual and augmented reality a more supportive element of the customer experience.
4. Employee experience (EX)
Staff teams are now more reliant on digital connections. Like customers, employee expectations are shifting to assume more seamless interactions. However, where more employees are working from their homes, they need more opportunities to connect.
With its instant and flexible enhancements, CPaaS 3.0 is giving quicker access to information. It's also increasing opportunities for connection and collaboration. Additionally, when employees are happier, they're better able to support your customers.
5. Internet of Things (IoT)
There are now more devices in the world linked to the Internet of Things (IoT) than humans. Because of the complex signals these devices send to each other, more companies are driving efficiency, productivity, and strengthening customer loyalty. By moving away from the basic API function, the interconnectivity of devices is being enhanced by CPaaS 3.0. This is moving us closer to an interconnected and more automated future.
CEQUENS can help
We are a global Communication-Platform-as-a-Service (CPaaS) provider in the Middle East and Africa (MEA) region. By offering omnichannel customer experiences, we make it easier for businesses to strengthen customer engagement and retention.
Talk to our experts today about the advantages of CPaaS 3.0. These include building seamless customer experiences that can meet the shifting needs of your customers.