3 Practical CPaaS Use Cases for Every SMB

Stellar customer experiences and prompt communication are paramount for small businesses across all industries. From travel and retail to salons and spas, today’s consumers want personalized engagement and 24/7 support, […]

Stellar customer experiences and prompt communication are paramount for small businesses across all industries. From travel and retail to salons and spas, today’s consumers want personalized engagement and 24/7 support, regardless of the channel they’re using or the brand they’re buying from.

The cornerstones of flourishing business-consumer relationships are superior CX and fast, individualized customer care. When shoppers feel seen and heard, 94% are likelier to buy from your business again.

Unfortunately, 51% of companies interact with customers via eight or more platforms. This makes it challenging for small businesses to stay on top of every conversation on every platform.

Communications platform as a service, or CPaaS, services provide an ideal solution. These cloud-based platforms allow companies to integrate real-time customer communications into their existing applications, including SMS, chat apps, and voice. Due to its flexibility and scalability, SMBs can customize CPaaS solutions to their precise needs.

CPaaS helps SMBs streamline customer engagement strategies, enhance CX, and boost productivity by automating interactions. Best of all, companies across all sectors can benefit from CPaaS.

Keep reading to learn three practical CPaaS use cases for service-based, retail, travel, and hospitality businesses. 

1. Salons and spas 

 

Service-based small businesses, like spas and salons, always look for simple ways to stay fully booked. CPaaS can streamline and automate all customer interactions, including appointment confirmations, reminders, scheduling, and promotions.

Spas and salons can develop reusable templates for SMS and chat apps. These automated alerts, reminders, and notifications save businesses time from reaching out to individual customers. They can also reduce the number of no-shows, which costs the average salon $67,000 annually.    

2. Hotels and travel agencies 

 

Airlines use CPaaS to significantly improve a traveler’s experience at each leg of their journey. Travel and hospitality SMBs can do the same by simplifying reservations and booking management.

With CPaaS solutions, hotels can offer guests contactless check-ins and check-outs and provide speedy resolutions 24/7 with auto-replies. Intelligent communication tools also allow guests to effortlessly contact the front desk or room service via their channel of choice, receive real-time notifications about room availability or booking changes, and book reservations at nearby restaurants or with rideshare companies.

Five-star experiences don’t just delight guests, but they’re beneficial for hospitality companies, too. Hotels can fill more rooms without dropping their rates with personalized marketing campaigns, SMS guest loyalty programs, and top-notch service. 

3. Retailers 

 

Today’s customers expect the same individualized treatment when shopping online as in-store. CPaaS allows online retailers to transcend the boundaries of brick-and-mortar stores and meet consumers on their favorite communication channels.

Omnichannel strategies—or engaging customers on numerous channels—enable businesses to boost customer satisfaction, retention rates, and profits. Companies that developed sophisticated omnichannel strategies were:

  • 4X more likely to report extremely loyal customers
  • 3X to report the customer experience they deliver deserves an ‘A’
  • 3X more likely to report annual revenue growth

Retailers can use CPaaS to:

CPaaS allows retailers to achieve monumental success while saving time and money. 

Mitto makes it easy for SMBs to harness the power of CPaaS 

 

No matter what industry you’re in or what customers your SMB serves, CPaaS can help you optimize CX, customer support, and sales.

Mitto’s Conversations makes it simple for small businesses to manage customer communications across multiple platforms. Customize, automate, and organize all conversations from a single, easy-to-use dashboard.

With our solutions, there’s no need to code, and our tools can be seamlessly integrated into your existing tech stack. Need help? Our team of experts is on hand 24/7.

Contact Mitto today to learn how we can elevate your SMB’s communication efforts.