To survive in todays’ competitive world, businesses must compete and make a strong mark and improve customer experience. Although there are innumerable ways, but offering real-time communication capabilities within the application not only simplifies communication but also increases customer satisfaction. As per a survey, 76% of consumers say they view customer service as a test of how much a company values them.

Customers these days are using more communication channels and it is not limited to voice and SMS. A significant roadblock to customer engagement is the silos between communication channels. Many customers have to navigate multiple channels before reaching out to the support staff, which creates a loss of context for customers as they switch channels. Each time the customer switches to a different channel context has to be built again, which creates hassle for both customer and staff. This is where contextual communication comes into play.

Perhaps more enticing, Vox CPaaS, a cloud communication platform by Voxvalley, gives businesses global reach, with real-time communication functions that simplify the arduous task of communicating within the web or mobile application and retaining context of the communication. These factors, along with several others, make CPaaS a compelling choice for businesses everywhere.

Let’s see how CPaaS helps in retaining context of the communication and gives a significant edge to your business.

Global reach within the application

Today, no one likes to wait in long queues or wait on IVR for the support staff and then narrating the entire issue to them. In such cases, contextual communication works wonders. It is basically a bilateral flow of information between customer and support staff where both sides are aware of the relational, environmental and cultural context of the exchange.

By integrating communication APIs for voice, video, SMS, chat and DID numbers, communication between both the parties can be simplified. Without exiting the application, customers can get in touch with you simply by using click-to-call, SMS or chat functionality. Data security and transaction privacy is maintained by sending OTP and two-factor authentication code on the application. In this way, the user is safe and enjoys seamless communication. Through user experience, the support staff is aware about your activity and would solve your issue quickly.

Increased customer satisfaction

As per marketing metrics, selling to a happy customer is up to 14x higher than the probability of selling to an unhappy customer. Retaining customers for a longer period can be achieved through personalized and contextual communication.

By implementing SMS and chat APIs, you can build personalized communication with customers by sending interest based messages and staying connected through chat. Based on user interest and activity, you can send them relevant offers and deals and increase your business.

Conversational commerce

Conversational commerce is basically using a messaging app for interacting with businesses and brands. By integrating communication APIs, context can be built and personalized recommendations can be sent using push notification. In-app chat can also be used in such cases.

Leverage the power of Vox communication APIs to power your business communication through conversation with customers. With CPaaS APIs, investment in communications infrastructure is significantly reduced and easier to add new capabilities quickly, such as call recording, audio conferencing, OTP, 2-factor authentication, chat, SMS, video, toll-free numbers, missed call service, number masking, call center solution and more.

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