Unlocking the power of cxaaS for growth
In the modern space, many businesses are having a hard time trying to manage customer interactions. This is mainly as a result of the ever-increasing number of communication channels. To put it into perspective, customers today can contact businesses using multiple avenues, including phone, email, social media and live chat.
Previously, those interactions came in through one or two channels (usually a phone or email). That level of simplicity made it easier for businesses to track and respond to customers efficiently.
But today, with so many channels active at once, companies end up with customer information scattered across different systems. This fragmentation leads to issues like slower response times, inconsistent service and unhappy customers.
These issues are what cause customer dissatisfaction, which can seriously hurt businesses trying to find their footing in the market, especially SMBs. And that is where CXaaS comes in.
What is CXaaS?
CxaaS is an abbreviation for Customer Experience as a Service. It refers to a cloud-based solution that helps your business simplify the management of customer interactions by centralising communication channels into a single interface.
Basically, it creates an omnichannel environment where your customer service team can access everything (history and data) they need to ensure your customers are satisfied.
Creating such a unified system in-house can be cost-intensive for many businesses. Luckily, with CxaaS, you do not need to invest in your own infrastructure. All you will need to do is subscribe to a platform that is run by the provider. Everything, including maintenance and updates, is handled by the provider. So, you not only start enjoying the benefits immediately, but also avoid operational headaches.
Think of it as renting an apartment instead of building one from scratch. You can move in immediately and you won’t need to worry about things like repainting or fixing leaky faucets.
The Benefits of CxaaS for Businesses
Now that we know the purpose of implementing CXaaS for your business, it is important to understand the benefits it brings. Here are a few:
Better Customer Engagement
One of the main benefits of implementing CXaaS is better customer engagement. As said earlier, it creates a centralised communication hub. That makes it easier for your customer support agents to personalise interactions because they can see the complete customer history.
Agents don’t need to dig through tons of documentation just to find out what the customer has bought, inquired or commented on in the past. Everything is visible with just a few clicks.
Also, it facilitates real-time support across multiple channels at any given time. That level of responsive engagement is exactly what is needed to ensure customer satisfaction.
Cost-Efficiency
Another benefit of implementing CXaaS is cost efficiency. Every business owner wants to save a little bit of money, whether it is in marketing or improving customer experience.
CXaaS eliminates the need to invest in heavy infrastructure for creating a centralised communication interface. If you were to do it in-house, you would probably need servers and dedicated IT teams to just get started. That would definitely create a massive dent in your business funds, assuming you can even afford it.
Also, since it is a subscription-based model, you can scale up and down depending on the number of customers you are interacting with.
Improved Decision Making
Last but not least, CXaaS can help you make better decisions, especially those related to meeting market demands.
With a centralised communication system, your business will have a vast pool of data to draw insights from. This data is very useful for analysing various things, including customer behaviour and preferences.
Understanding these is essential for strategic decision making. For instance, it can help you tailor your products or services to suit what your clients actually need.
Conclusion
Fragmented customer management systems cause a lot of issues for businesses, especially when it comes to keeping up with what modern customers demand. Luckily, CXaaS provides you with the exact solution your business needs to stay on top of the game. It enables you to create an omnichannel customer experience that not only simplifies customer management in the now but also drives long-term growth by centralising the data needed for analytics.
