Today’s customers don’t just want good service—they demand it. In a world powered by smartphones and instant messaging apps like WhatsApp, Viber, and Zalo, the expectation for fast, seamless, and personal interactions has hit an all-time high. According to a study by HubSpot, a staggering 90% of customers expect an immediate response when they have a question.
But speed isn’t enough. Customers want businesses to meet them on their terms—whether it’s live chat, phone, or social media—and deliver a consistent, connected experience across every platform. To meet these expectations, businesses must embrace tools like Communication Platform as a Service (CPaaS) to unify and supercharge their omnichannel customer support. It’s not just about keeping up; it’s about leading the way.
Next-Level Support: Emerging Trends Redefining Customer Service
Several trends are driving the transformation in customer support:
- Omnichannel Support: Integrating multiple communication channels (e.g., email, live chat, social media) into a unified interface ensures consistency and improves customer satisfaction.
- AI-Driven Chatbots: Leveraging AI-powered chatbots to handle simple inquiries allows human agents to focus on complex tasks. According to Gartner, by 2025, 80% of customer interactions will be handled by AI.
- Self-Service Solutions: Customers increasingly prefer finding answers on their own. FAQs, knowledge bases, and automated workflows empower customers to resolve issues independently or be directed to a live agent if the need arises, reducing the burden on support teams.
Businesses adopting these trends are better equipped to meet modern demands and provide exceptional customer experiences.
Frustrations in Customer Support: Are You Stuck in the Past?
Fragmented Communication Channels
One of the most significant challenges of traditional customer support is managing multiple, disconnected communication channels. Businesses often use separate tools for email, voice, and chat, resulting in fragmented communication. This lack of integration leads to:
- Inconsistent customer experiences
- Inefficient workflows
- Difficulty tracking customer interactions across platforms
Lack of Scalability
Scaling customer support during peak periods or business growth is difficult with traditional systems. Adding new agents, training them, and expanding infrastructure can be time-consuming and expensive. This lack of scalability often results in:
- Increased response times
- Poor customer satisfaction
- Agent burnout
Inadequate Real-Time Support
Traditional support methods often fail to offer real-time assistance. Delays in resolving complex issues can frustrate customers and damage brand reputation. Real-time communication through tools like video communication software and messaging apps helps:
- Resolve issues faster
- Provide personalized assistance
- Boost customer satisfaction
High Operational Costs
Maintaining separate systems for voice, chat, and video support is costly and inefficient due to higher expenses, maintenance burdens, and limited flexibility. Traditional phone systems like PBX can cost up to $1,000 per user, while VoIP systems can reduce this to as low as $20 per line by using existing internet connections. Legacy systems also demand frequent upkeep with increasing labor costs and downtime.
Implementing CPaaS solutions can lead to significant cost savings for businesses by streamlining communication channels and automating repetitive tasks. Businesses adopting CPaaS have cut communication expenses by 20%, thanks to streamlined services and automation. The automation of routine interactions, such as appointment reminders and customer inquiries enhances operational efficiency and reduces manual workloads.
Unlock Exceptional Omnichannel Customer Support with CPaaS
CPaaS is a cloud-based solution that integrates multiple communication channels, such as messaging, voice, and video, into a single platform. CPaaS tools enable businesses to enhance customer support by:
- Streamlining communication processes
- Reducing operational costs
- Improving customer engagement
Key communication channels within 8×8 CPaaS include:
- SMS for quick notifications and updates
- Messaging apps for rich, multimedia communication
- Video for face-to-face, personalized support
- Voice for app-to-app calling and IVR
Why Use CPaaS for Customer Support?
Platforms like CPaaS enable the integration of various communication channels—such as voice, video, SMS, and messaging—into a single platform, facilitating seamless customer interactions. This approach allows businesses to embed communication features into their own applications and create personalized, omnichannel campaigns. Benefits of this strategy include:
- Consistent customer experience across multiple channels
- Centralized management of communications
- Faster response times for improved customer support
Flexibility and Scalability
CPaaS gives businesses the power to adapt on the fly, seamlessly integrating real-time communication into existing workflows. The result? Faster response times, happier customers, and scalable support that grows with you.
Businesses can quickly adapt to changing needs without investing in additional infrastructure. Whether you’re a startup or an enterprise, CPaaS tools can scale with your business growth.
Enhanced Customer Experiences
Real-time communication tools like video calls, app-to-app calling, and messaging apps create more engaging and personalized support experiences. By leveraging these tools, businesses can:
- Improve customer satisfaction
- Resolve issues faster
- Build stronger customer relationships
Enhancing Communication with Time-Sensitive Updates via SMS
SMS plays a vital role in ensuring prompt and dependable communication with customers. As an essential channel, SMS enables businesses to:
- Deliver timely notifications that customers can rely on.
- Enhance customer support by offering immediate, direct interactions.
- Improve overall engagement through concise and accessible messaging.
SMS is particularly effective due to its high open rates, real-time delivery, and ability to reach customers regardless of internet connectivity. By integrating SMS into their communication strategy, businesses can ensure they remain connected with their audience and provide seamless, responsive support.
Benefits of Using SMS for Communication
SMS offers a reliable and efficient way to communicate with customers, making it an essential tool for support and engagement. Key benefits include:
- Instant Delivery: Messages are sent and received almost immediately, ensuring prompt communication.
- No Internet Required: SMS works on any mobile device, allowing you to reach customers even in areas without internet access.
- High Scalability: SMS can efficiently handle large volumes of messages, making it suitable for businesses of all sizes.
A retail business can use an SMS to notify customers about promotions, enhancing engagement and driving sales. Studies show that over 95% of SMS messages are read within 3 minutes.
Deliver Instant, Engaging Customer Support with Messaging Apps
Messaging apps such as WhatsApp and LINE allow customers to communicate via their preferred platforms. This approach improves accessibility and customer satisfaction.
Supercharge Customer Support
Messaging apps enable rich, two-way instant conversations, offering features like:
- Rich Content Sharing: Send images, videos, and documents to provide detailed support or instructions.
- Interactive Conversations: Enable real-time, personalized interactions that build stronger customer relationships.
- Seamless Integration: Connect messaging apps with CRM systems to streamline responses and improve efficiency.
- Instant Notifications: Keep customers informed with updates, confirmations, or reminders directly in their preferred messaging platform.
Collecting Customer Feedback
Boost customer engagement by using messaging apps to send surveys and feedback forms. With real-time responses, businesses can quickly gather valuable insights, making it easier to improve products and services while delivering a seamless and convenient experience for customers.
Improving Customer Support Through Face-to-Face Video Solutions
When it comes to customer support, nothing beats the power of face-to-face interaction. Video communication isn’t just a tool – it’s a game-changer for tackling complex issues with a personal touch.
8×8’s Video Interaction and Jitsi as a Service take video support to the next level. Video Interaction delivers high-quality calls that make support faster, more personal, and incredibly efficient. Jitsi as a Service offers a flexible, cost-effective way to weave video conferencing into your operations without breaking the bank.
With video support, you’re not just solving problems. You’re building trust, breaking down borders, and delivering seamless, human-centric experiences anywhere in the world.
The table below highlights key differences between Video Interaction and Jitsi as a Service:
| Feature | Video Interaction | Jitsi as a Service |
| Customisation | Low | High (Programmable) |
| Integration Effort | Low | Low-Medium (through iframe) |
| Use Case | 1-1 Customer Engagement | Video Conferencing |
| White Labelling | Yes | Yes |
| Storage | Configurable | Configurable |
| Type of Service | SaaS (Turn-Key Web Portal) | PaaS (plus conferencing portal) |
Optimizing Customer Support with Voice API and IVR Integration
Voice communication is the secret weapon for boosting customer engagement in mobile apps. It adds a personal, immediate touch that makes users feel heard and valued.
Why integrate voice into your app?
- Speed and Accessibility: App-to-app calling slashes wait times, offering instant, efficient support right inside your app.
- Enhanced Security: Secure, encrypted voice calls ensure that sensitive customer information remains protected.
- Scalability: Voice APIs grow with your business, ensuring seamless communication as your app expands.
Voice IVR takes it even further. By automating call routing and offering self-service options, IVR systems cut wait times, reduce costs, and free up agents to tackle complex inquiries. With 24/7 availability, your app delivers round-the-clock support that’s fast, efficient, and always on point. Voice capabilities don’t just connect users—they elevate the entire experience.
Take Your Customer Support to the Next Level with 8×8
From SMS APIs to video and voice software, 8×8 CPaaS revolutionizes omnichannel customer support with seamless, multi-channel communication. Streamline workflows, cut costs, and boost satisfaction—all with a trusted platform designed to integrate effortlessly into your existing systems.
What sets 8×8 apart? It’s the perfect blend of scalability, flexibility, and seamless integration with your current systems. Support teams can respond faster, with more precision, delivering top-tier service that keeps customers coming back.
By choosing 8×8, you’re not just getting a tool—you’re unlocking a platform built to elevate your customer experience. Ready to take your support to the next level? Embrace 8×8 CPaaS and revolutionize your customer support today, or reach out to an expert at cpaas-sales@8×8.com to find out more.
