Retail companies online and e-commerce outlets have gained remarkable importance during Covid-19 times owning to suspension of all in-person channels of shopping.

Given the technology impact on this kind of shopping, CPaaS helps in real-time omni-channel communication.

Let us understand how CPaaS can help retailers and e-commerce businesses thrive.

1) Challenges in Retail and E-commerce Shopping:

The fundamental challenge in online shopping channels is the customer engagement affecting their shopping experience.

While many organizations boast of all the types of communication, but most do not function in an integrated fashion.

Sporadic and unrelated messages pop up in customers’ chat, or SMS boxes leaving the customers annoyed.

2) How Do We Remedy This:

Enhancing the way they shop and be fulfilled in their shopping experience, CPaaS allows for bridging the gaps through various features.

The SDKs and APIs that serve this are SMS, chat apps, voice calling, and video calling all from your web, or mobile application.

3) Keep Customers Engaged in Your Website:

In a typical shopping scenario, customers leave the website if they are not attended to immediately.

If a customer reaches the support desk via chat, any delay in response makes him leave.

In such cases, a click-to-call option can be integrated with the chat feature allowing for the transfer of the customer to a representative.

The intention is the customer is served and does not leave the website.

With CPaaS, required APIs can be integrated and serve the customers satisfactorily.

4) Stay Integrated:

By integrating the required APIs, customers get notifications periodically about the items they have bought.

Customers do not have to visit the website even.

Stores can send personalized SMS through automated solutions integrated with the CRM.

Brand loyalty, promotional offers, new products, and discounts, are sent out to customers, seamlessly allowing your customers to know of these first.

5) Reinvent Customer Support:

Redesign the way customer support works in your online store.

Do away with the boring and tedious IVR messages and offer a simple solution with CPaaS.

CPaaS SDKs and APIs collect data, analyze, and use the insights from customer inquiries to provide appropriate response quickly.

Streamline all your communications with customers by approaching them in their favorite mode of communication with CPaaS.

You can put the new communication features on a fast-track mode by accepting CPaaS.

This helps in retaining existing customers and attracting new customers.

You stay assured of being future proof by embracing CPaaS in your real-time communications.