In the dynamic realm of retail, the power of seamless communication is paramount. CPaaS (Communication Platform as a Service) stands out as a game-changer, arming retail staff with the tools they need to excel in real-time, contextual customer interactions. The absence of such a platform can leave businesses trailing in the dust:
- The CPaaS industry is on a trajectory of hyper-growth, with projections indicating a surge to over $34 billion in sales by 2026. Gartner further predicts that by 2025, a staggering 95% of global enterprises will be leveraging API-enabled CPaaS offerings to bolster their digital competitiveness.
- The pandemic has accelerated the digital-first movement, with businesses increasingly turning to CPaaS for enhanced customer communications. This shift underscores the platform’s pivotal role in ensuring businesses stay connected with their customers.
- A significant 85% of top-performing companies recognize the strategic importance of APIs, a core component of CPaaS, for business growth. Moreover, a survey in 2017 revealed that 81% of decision-makers had already deployed some form of CPaaS, highlighting its widespread adoption.
Retail businesses that neglect the transformative potential of CPaaS risk operational inefficiencies and missed opportunities for enhancing customer relationships. Explore why CPaaS is not just an advantage but an essential cornerstone for retail triumph.
Benefits of CPaaS
Communication Platform as a Service (CPaaS) offers a cloud-based platform that enables businesses, including those in the retail sector, to embed real-time communication features into their own applications without the need to build backend infrastructure and interfaces. Here’s how CPaaS can be a game-changer for retail businesses.
Enhanced Customer Interactions:
Retail businesses can embed chat, voice, and video functionalities directly into their e-commerce platforms. This allows customers to seek immediate assistance while shopping online, simulating the in-store experience.
With CPaaS, retailers can maintain consistent communication across different channels – be it SMS, email, app notifications, or others. This ensures that customers receive a unified shopping experience regardless of their touchpoint with the brand.
Improved Marketing Campaigns:
Retailers can use CPaaS to send customers targeted and personalized messages, promotions, or alerts based on their shopping behavior, preferences, and demographics.
Order and Delivery Notifications:
CPaaS allows for real-time notifications. Customers can be updated instantly about order confirmations, shipping details, delivery times, and any changes or delays.
For online transactions, CPaaS can facilitate two-factor authentication processes via SMS or voice calls, ensuring that customer transactions are secure.
As the business grows, the communication needs also expand. With CPaaS, retail businesses can easily scale up or down based on demand without major changes to infrastructure.
Customer Feedback and Surveys:
Retailers can utilize CPaaS to solicit feedback post-purchase or after an online interaction. Immediate feedback helps in improving services and addressing concerns promptly.
By utilizing cloud-based communication tools offered by CPaaS providers, retailers can often reduce costs associated with traditional communication channels and infrastructure.
Virtual Shopping Assistance:
Retailers can offer a more personalized shopping experience by embedding video calls or chats where sales representatives can assist online customers, offer advice, answer questions, or even give live product demonstrations.
Internally, CPaaS can facilitate improved communication among staff, whether it’s coordinating between warehouses, communicating about stock levels, or arranging shift schedules.
Integrations with Existing Systems:
Many CPaaS solutions can seamlessly integrate with a retailer’s existing CRM, sales, or e-commerce platforms, ensuring that data flows smoothly across systems.
Sangoma’s suite of CPaas-based applications is the perfect choice for businesses looking to streamline customer interaction and solve gaps within their business processes.
Sangoma’s suite of CPaaS-based applications empowers retail businesses to evolve with the changing dynamics of the industry, especially as online shopping and digital interactions become the norm. By embedding real-time communication tools directly into their applications and platforms, retailers can offer improved customer experiences, streamline operations, and make agile business decisions.
Want to learn more?
Download our eBook to get an in-depth look at Sangoma’s product suite for retail businesses.