Customer communications are changing. According to Mitto’s 2024 Consumer Communication Preferences Report, 64% of customers believe that the ability to interact with brands across multiple channels improved their shopping experience. And eight in 10 consumers think it’s essential for businesses to innovate their communication strategies continuously.
Brands can significantly improve their customer engagement efforts with Communications Platform as a Service (CPaaS) solutions. This cloud-based platform allows companies to manage real-time communications across multiple platforms, including SMS, WhatsApp, and Viber, from one unified platform.
However, these communication tools are only as effective as the CPaaS supplier. Businesses must choose a top-notch provider to foster stronger customer connections worldwide.
Here are seven qualities to consider when selecting a stellar CPaaS partner.
1. Cost-efficiency
Brands constantly seek ways to improve customer outreach while reducing operational costs. A superior CPaaS partner offers solutions that optimize customer communications and cost efficiency.
Mitto’s proprietary AI-routing platform runs simulations on their network to find the best message routes possible. Additionally, their technology vigilantly analyzes and prioritizes traffic to ensure the fastest SMS delivery speeds at the lowest price points.
2. Security and compliance
Over 90% of businesses agree that customers won’t buy from them if they think their sensitive data is at risk. With cyberattacks on the rise, finding a CPaaS provider that adheres to local and global compliance regulations and offers end-to-end encryption is crucial. This boosts trust, protects customers, and preserves your company’s reputation.
3. Flexibility and diversity
As brands evolve, so do their communication needs. Companies should choose a CPaaS supplier that offers a wide range of flexible services that grow with their business.
Look for a partner with a diverse and scalable product menu, like Mitto. They enable you to engage and protect customers across numerous channels, including SMS, voice, chat apps, and two-factor authentication (2FA).
4. Integrations
Most businesses don’t need more tools; they want better tools. To optimize your current tech stack, your CPaaS supplier’s APIs should seamlessly integrate with your apps and systems. This allows you to maximize customer communications while leveraging your existing tools.
Mitto’s SMS API can be effortlessly integrated with HubSpot, Salesforce Marketing Cloud, Shopify, and more. Their Viber solutions can also be integrated with Oracle Responsys.
5. Reliability and reach
Enterprises serving customers worldwide or businesses wanting to expand their global footprint must pick a CPaaS provider with global reach and reliability. This ensures every message is promptly delivered to each customer every time.
Mitto’s global network of mobile carrier operators (MNOs) ensures reliable SMS delivery throughout every market you serve. Additionally, their SMS fallback capabilities guarantee customers will receive your messages, even if they fail on other channels.
6. Superior support
No digital tools are immune to technical issues, including CPaaS. To ensure a smooth implementation, your provider should deliver timely support to help troubleshoot any problems that may arise.
Every client Mitto partners with is paired with a dedicated account manager who offers individualized guidance and technical support. They also have a globally dispersed team of multilingual communication specialists who provide additional assistance 24/7.
7. Future-proofing capabilities
In today’s competitive business landscape, brands must be dedicated to innovation. Artificial intelligence (AI), rich communication services (RCS), and machine learning are poised to revolutionize customer communications. A good CPaaS provider stays on top of emerging technologies and regularly updates their offerings.
Meet Mitto, your next CPaaS provider
Shopping for a new CPaaS provider? Look no further than Mitto. You’ll enjoy seamless integration capabilities, global coverage, white-glove support, and superior reliability and reach with us.
Contact Mitto today to learn what we can do for you.
