We live in a mobile-first world where 80% of internet users own a smartphone. Customers today are spoilt for choice with a plethora of remote devices like Alexa and multiple interactive mobile communication channels. The significance of real-time communication that is contextual and relevant has never been greater and CPaaS platforms are fulfilling this need efficiently.
The adoption of cloud communication technology has empowered many companies to drive real-time conversations with their users regardless of their device or location.
Here’s a look at some of the top CPaaS trends that will define customer communication in 2020.
Focus On Integrated Communication Services
9 out of 10 customers want an omnichannel service from brands. Today’s tech-savvy consumers expect companies to be aware of their purchase history regardless of the channel of communication. Brands have already shifted their focus to create a consolidated experience across multiple channels. As new technologies emerge, companies will continue to modernize their customer engagement channels.
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There will be a higher demand for integrated communication services that can converge various services like voice, data, text, and chatbots. CPaaS platforms will also become more sophisticated to support greater collaboration between teams and deliver advanced engagement capabilities for customer-facing applications. 2020 will also witness more strategic partnerships and alliances as communication service providers broaden their scope of service to meet the new market demands.
Growth Of AI-Based Communication Solutions
Artificial intelligence solutions will continue to help companies create a seamless customer experience. From data unification, intuitive chatbots to process automation, AI will continue to enhance the capabilities of existing communication platforms. Qualitative data will play a crucial role in helping businesses to understand their customers better.
AI-based analytics and data solutions will enable companies to gain real-time insights about their customers and power integrations for seamless interaction across all customer touchpoints. AI-powered predictions and personalized communication will help brands customize the brand experience to suit the needs of individual users, thereby optimizing the impact of their marketing efforts.
Prominence Of Chatbots
63% of millennials today go online for customer service. Chatbots are now widely used by companies to provide quick customer support, and answer frequently asked queries. The prominence of chatbots will continue in 2020. According to Gartner, by 2020, customers will manage 85% of their conversations with an enterprise without any human intervention. Brands will continue to utilise chatbots to drive interactions for various customer engagement scenarios.
Greater Flexibility And Customisation
Every brand has its unique customer engagement strategy that requires a specific set of cloud communication services. In the coming days, communication service providers will offer greater flexibility to enterprise customers with custom services and subscription-based billing models.
With sophisticated offerings and dynamic billing, the backend business process for cloud service providers will become more complex. For enterprise customers, this would open up more choices for services and provide greater control over their subscriptions.
When it comes to technology, it helps to be proactive. The better you are at anticipating the needs of your customers and foreseeing the market trends, the easier it is to adapt to the ever-changing technological landscape. Businesses, both big and small, will have to take a customer-centric approach to understand the new changes and adapt in time to successfully meet customer needs. For brands, success will depend on the customer experience that they deliver.