There’s nothing more damaging to your customer experience than long wait times, complex processes, and cut-and-paste responses. And as consumers grow increasingly comfortable with hopping between chat apps to voice calls to social media, they will expect their brands to be able to do the same.

But when it comes to omnichannel engagement, frustrating silos hold customers back from effortlessly switching between communication channels. This leaves organizations in need of affordable, simple solutions to eliminate silos, streamline conversations, and meet evolving customer expectations.

Check off your communications wishlist with CPaaS

Communications Platform as a Service (CPaaS) solutions are any cloud-based, real-time communication tools that allows businesses to integrate multiple engagement channels on a unified platform through the use of APIs.

Simply put, it’s everything you need to manage your omnichannel customer conversations from one single place. In particular, 8x8’s CPaaS solutions are designed to be highly compatible, simple to use, scalable, cost-effective, and built with security in mind. Not only does this solution fit every tech stack, but it’s easy to manage and analyse, and grows along with you.

How CPaaS fits every tech stack

For omnichannel to truly take flight, customer service teams need to be able to easily switch between SMS, chat app, and voice or video calls without manually toggling between platforms that require multiple sign-ins and click throughs.

More importantly, any new digital solution should not require an overhaul of your existing tech stack, and should seamlessly sync with any current CRM platforms or business solutions.

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Mangan.ph: Easy integration with value-added services

When an online food delivery service based in the Philippines realised that they were burning valuable resources on repetitive, manual processes, they sought out a solution that could help them automate event-based notifications while improving the engagement experience for customers.

They found that 8x8’s SMS API easily integrated into their existing platform while providing value-added services that stood out against competitors. The result was a 25% increase in productivity and 35% increase in customer satisfaction.

“The 8x8 API was easily integrated into our platform, and we leveraged on the automated messages to help build the credibility and trust of our brand.”

Learn more about 8x8’s SMS API

Easy to manage and analyze

Customer insights matter when you’re looking to optimize and grow. Where do emerging opportunities lie? What is your brand sentiment in the market? How well are you meeting the needs of your current consumer base?

Managing customer conversations and proactively seeking feedback using CPaaS means you have everything you need on one consolidated platform. All the better for easier analysis and more meaningful data.

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Try & Review: measuring customer sentiment with ease

As a product testing and review company, Try & Review relies heavily on crowdsourcing customer feedback and authentic reviews to build brand credibility in the region.

With the help of 8x8’s SMS Engage API, they were able to expand their existing communication channels to include two-way SMS. Campaigns are easily designed, triggered and reviewed on a unified platform, allowing for deeper engagement and greater convenience for their customers.

“Working with 8x8’s SMS Engage is a really great experience—it is easy to integrate and navigate, making it convenient for us to capture meaningful data from our members.”

Learn more about 8x8’s SMS Engage API

Growing along with you

Having to onboard different vendors just to achieve your omnichannel strategy is tedious and messy. Whether you’re expanding into different regional markets or adding a new channel to your mix, it’s important to have a trusted partner that offers sophisticated, multichannel solutions while delivering both local and global support that doesn’t break the bank.

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Tonik: Fast, efficient, and cost-effective scaling

The first digital-only bank in the Philippines seeks to promote financial inclusion for the 70% of the country’s population that still remains unbanked. After evaluating other messaging providers in the market, the Tonik team ultimately chose to partner with 8x8 for our agility in problem solving, strong customer support, and cost efficiency.

With 8x8’s SMS APIs, Tonik is able to deliver 170k messages in less than 30 minutes, with a 95% deliverability rate, resulting in faster, more secure, and highly reliable OTPs.

“8x8 is a very reliable partner who can empower any fintech that aspires to achieve and scale.”

Learn more about 8x8’s communications solutions for Financial Services

Protecting what matters most

With every third-party service provider comes risk. It’s critical that businesses consider whether a CPaaS provider can ensure that your customer’s data remains secure, your business remains compliant, and that service reliability is top-notch. Anything less and you put yourself in danger of serious damage to your brand reputation and customer loyalty.

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Coda Payments: security and reliability for increased customer trust

With more than 250 payment methods available on Codashop, its global marketplace for in-game currencies and content, Coda Payments needed a more secure channel to send customers private redemption information that was less susceptible to fraud than email. High reliability, security, and cost-efficiency were among their top priorities.

Using 8x8’s SMS API, Coda Payments was able to deliver strengthened security to customers in more than 30 countries, while making a positive impact on its own internal workflows for better productivity and more quality customer engagement.

“With 8x8’s SMS API, we now have a more reliable way to connect with our customers without having to worry about connectivity or developing a lot of the functionality in-house.”

Learn more about 8x8’s commitment to Security, Compliance and Reliability

CPaaS delivers communication outcomes that matter

Poor communication can do extensive, long-term damage to your bottom line. Not only does it hurt your brand reputation and customer retention, it also stunts new customer acquisition and puts a strain on your customer support resources. It’s why market-leading companies are focusing on delivering outstanding engagement experiences that win over longer-term, higher-value customers who keep coming back for more.

For businesses that are eager to optimise and elevate their communications strategy but are being stymied by highly complex, expensive, or piecemeal solutions, choosing the right CPaaS platform is key to resolving multiple pain points with one solution.

Schedule a demo today to learn more about how to use 8x8 Communication APIs to overcome customer communication challenges and deliver business outcomes that make a difference.