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How an analytics-driven CPaaS platform fosters customer trust

Customer trust is one of the most important factors for success in modern business. Companies that know how to build strong and trusting relationships with their audience always win in the long run.

In this regard, CPaaS (Communication Platform as a Service) offered by BSG World becomes an effective solution. It presents a distinct chance to engage with customers via various communication channels and leverage data to make communication more personalized and understandable. With the capability to monitor 141 servers, control 70,261 indicators, and utilize an automated system tracking over 70,260 metrics, it ensures seamless communication and timely issue resolution. In this regard, CPaaS (Communication Platform as a Service) offered by BSG world becomes an effective solution. It presents a distinct chance to engage with customers via various communication channels and leverage data to make communication more personalized and understandable.

CPaaS platform

Instant feedback and improved customer service

Waiting time can greatly influence customer perception. If a client asks a question and does not get an immediate response, there is a high probability of choosing competitors. CPaaS platforms solve this problem. With such a system, businesses can rapidly address inquiries across various channels — SMS, voice messages, or messaging apps. This improves service levels and helps prevent customer loss caused by delayed responses.

Multi-level support deserves special mention. The system can route requests based on their complexity, allowing simple questions to be answered at a low level (e.g. by bots), while more complex ones are redirected to specialists. This speeds up the response time for each request and improves the overall quality of service, as the customer receives the right answer from a knowledgeable specialist.

Transparency and reporting

CPaaS provides businesses with clear and detailed reports. This facilitates the assessment of communication effectiveness and helps identify which interaction elements require improvement. Here are some key reporting features that help companies manage their customer experience:

  1. Time and campaign reports. A very useful feature. After all, you can see how many messages were sent in different periods of time, evaluate the success of campaigns, and determine when customers are especially active.
  2. Detailed performance metrics. This shows how many messages were sent, how many responses were received, and how actively users interacted with the message content (whether they click on links, open emails, or respond to replies).
  3. Traffic source analytics. Reports help understand which channels (e.g. SMS, email, messengers) are providing the best quality customer interactions. This way, you can focus your efforts on the most effective channels.
  4. Problem notifications. When something goes wrong, for example, if a message is not delivered, the system automatically notifies you of the problem. This ensures a prompt response to possible issues, avoiding long delays in communication.
  5. Detailed reports for each message. In this section, you can view each message sent and track its further development – whether it was opened, if there was a reply, and what exactly users indicated in their responses.
  6. Feedback. Reports show the level of customer satisfaction with the information provided and their interaction opinions. This is crucial for improving audience engagement.
  7. Geographical analysis. Modern platforms offer insights into the regions or countries from which messages originate, enabling you to refine marketing and communication approaches.
  8. Response time reports. This metric indicates the time it takes to respond to a customer inquiry. So you can easily assess the reaction speed and determine when to accelerate the response process.
  9. Comparison with previous periods. Be sure to compare current results with results from earlier periods to track changes over time and evaluate the effectiveness of specific approaches.

Ultimately, an analytics-driven CPaaS platform makes customer service more flexible. Transparency in process management boosts efficiency and also gives customers confidence that the company is always ready to provide support. After all, when a client sees that a business takes every message seriously and is willing to work on mistakes, this creates a positive impression and respect.

IEMA IEMLabs
IEMA IEMLabshttps://iemlabs.com
IEMLabs is an ISO 27001:2013 and ISO 9001:2015 certified company, we are also a proud member of EC Council, NASSCOM, Data Security Council of India (DSCI), Indian Chamber of Commerce (ICC), U.S. Chamber of Commerce, and Confederation of Indian Industry (CII). The company was established in 2016 with a vision in mind to provide Cyber Security to the digital world and make them Hack Proof. The question is why are we suddenly talking about Cyber Security and all this stuff? With the development of technology, more and more companies are shifting their business to Digital World which is resulting in the increase in Cyber Crimes.
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