Looking for exciting new ways to engage customers?

If not, it’s time you should.

Consumer demands are at an all-time high. And they’ll only continue rising as we progress deeper into the decade. Almost 80% of today’s shoppers desire consistent brand interactions, and 65% expect more personalization. On top of that, two-thirds of consumers expect “now” service within five minutes of initiating contact with a brand online.

So, how can small businesses with limited budgets keep up? The answer is with the right communication tools and technologies.

What is CPaaS?


CPaaS, or communications platform as a service, is a game-changer for small businesses that want to optimize their customer engagement strategies. This cloud-based platform lets small businesses integrate two-way, real-time communications with their existing applications.

The true beauty of CPaaS lies in its flexibility and functionality. Brands can use these tools for customer support, marketing campaigns, user verification, and more. CPaaS solutions are accessible through application programming interfaces (APIs). Developers can integrate the platform’s services within your existing software without additional backend hardware or infrastructure.

Some of the communication capabilities CPaaS offers include:

  • SMS API: Send marketing or transactional texts, notifications, alerts, and reminders.
  • Voice API: Interact with customers at scale with customized phone calls.
  • Verification: Protect customers’ sensitive data with two-factor authentication.
  • Chat apps: Meet customers on their favorite messaging apps, like WhatsApp, Facebook Messenger, Instagram, and Viber.

CPaaS solutions are fantastic for small businesses because they’re cost-effective, user-friendly, scalable, and omnichannel-ready.

3 benefits of CPaaS solutions for small businesses


1. Cost-efficient, customizable mass communications 

CPaaS solutions are high-impact, low-cost tools for communicating with customers worldwide. Small businesses have access to numerous channels from a single centralized platform. This eliminates the need to learn how to operate multiple channels, saving time and boosting efficiency.

Communication APIs allow CPaaS to evolve with your business needs. Small businesses can easily customize, upgrade, or scale up their communications stack to accommodate their ever-changing objectives and strategies.

With low costs and 98% open rates, SMS API enables small businesses to attract new customers and tap into new markets effectively and affordably.

2. Omnichannel communications 

Today’s consumers want to communicate with brands on their own terms from their favorite channels. CPaaS lets small businesses engage customers with personalized, consistent messaging across multiple platforms.

Unified communications streamline a customer’s journey, delivering cohesive experiences on all channels and devices. This deepens trust, boosts retention, and makes brands memorable. When customers know what communications and services to expect, they’ll keep coming back for more.

3. Enhanced customer support and security 

CPaaS services make it easy for small businesses to better protect and care for their customers. Two-factor authentication (2FA) safeguards consumers’ sensitive information by reducing fraudulent activity by up to 99.9%. Not only does 2FA keep customers safe, but it also helps brands stay compliant with data privacy and cybersecurity regulations and improves their reputation.

Small businesses can also leverage CPaaS to deliver swift and asynchronous customer support 24/7. Chatbots can resolve straightforward concerns and answer simple questions. Customers can quickly connect to a live agent for more complex issues via their preferred communication channel.

Is CPaaS right for your small business?


CPaaS models might not be right for every small business. Here are some things to consider before partnering with a CPaaS provider:

  • Do you use digital platforms to engage customers or prefer face-to-face interactions?
  • Can the platform work with your existing infrastructure? These include your customer relationship management (CRM) platform and phone systems.
  • Who on your team will manage the platform? Are they digitally savvy?
  • What’s your budget?

Enhance customer communications without the headache and hassle


CPaaS makes it easy for small businesses to optimize their customer communications efforts without the complexity and steep costs.

In the market for a dependable CPaaS provider? Mitto has you covered! Our intelligent communication tools allow you to delight customers with fast support, personalized marketing campaigns, and robust security.

Contact us today to learn more.