To BICS, or not to BICS? That might be your question. Whatever your answer, the only thing that should really matter is that it should significantly help you improve customer journeys, and enable you to continue doing so.
With that in mind, here are the top 5 priorities that your CPaaS solution must fulfill. Everything else will fall in place automatically:
1. Security: One of the top advantages of getting a good CPaaS is that you know your regulation compliance and customer data security are guaranteed. This must be your top priority—neither price nor customizability takes precedence over data security.
2. Customer reach: While it might seem logical at the outset to just stick to a few simple channels of communication, it’s not a strategy that will scale. With a good CPaaS, your customer communication game can be much more flexible and expansive, while remaining cost-effective.3. Customer-centricity: Without data, no matter how many channels you’re on, your communications will still be ineffective. Ensure you find the CPaaS provider who will give you rich customer data to understand when and how they want interaction. This makes every communication effort truly count for everyone involved. 4. Scalability: Adapting to new technology, and bringing all your employees on board, once is hard enough. Choosing a subpar temporary CPaaS provider would mean your communication needs will soon outgrow its capacity, and you will have to repeat the entire process all over again — this time, with more complicated customer data migration involved. That’s not a good use of your time or resources. Look for CPaaS providers that will grow with your business without any extra infrastructure, upskilling, or technology investments.
5. Team of experts: At the end of the day CPaaS is just a tool. To ensure it fulfils its potential you need to be accompanied by the right team. Choose a CPaaS provider that’s committed to your success and will give you what you need to get there, including 24/ 7 support, to developer tools and documentation, to business analysis and development, and customer onboarding.
Ready to start using CPaaS to take your customer engagement to the next level?
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How to streamline business communications and boost customer engagement
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