3 min
A TeleSign report has provided key information on how digital transformation is reshaping the communications landscape and driving companies to adopt cloud communications (CPaaS) (Communications Platform as a Service) for customer participation and interaction.
Thus, of the 500 organizations surveyed, 87% of business leaders say that the success of their companies depends on the ability to connect customers through cloud communications. In fact, companies that use SMS, voice and other cloud communication channels / CPaaS report higher revenue growth and an increase in customer satisfaction.
For companies that have already adopted communications in the cloud, almost double report high revenue growth rates (20% or more) than those that do not use cloud communications. In addition, 93% of the organizations that have adopted cloud communications affirm that the integration of communications in their web and mobile applications led to greater customer satisfaction.
The Adoption Of Cloud Communications Grows
Currently, 99% of companies claim to be in the middle of the process of implementing digital transformation (using mobile connectivity, cloud consumption and self-service channels to achieve better business results), but only 29% have reached advanced stages. Of the companies that are still in the initial stages of this transformation, 64% are struggling to meet the demands of communications in real time and 60% are not meeting the expectations of customers with communication availability 24/7/365.
Cloud communication platforms allow companies to incorporate real-time communication functions (such as SMS, voice, push notifications and more) into their web and mobile applications, without the need for infrastructure or back-end interfaces.
According to this report, currently the main use case for cloud communications the sending of alerts, notifications and reminders, followed by the sending of marketing messages, the enabling of two-way communications (chat), the optimization of account registration and Account protection with two-factor authentication.
Thus, twice as many companies that have achieved an advanced digital transformation use communications in the cloud to attract customers compared to those in the early stages of digital transformation (43% vs. 20%).
How Cloud Communications Improve The Customer Experience
Currently, companies are turning to cloud communications for a variety of reasons, led by the ability to help them improve the customer experience and offer personalized user experiences. Business leaders also report that once adopted, cloud communications offer multiple benefits, including:
- Better customer service (65%).
- More effective communications (59%).
- Greater customer satisfaction (59%).
- Improved user experience (56%).
- Greater customer retention (52%).
- Increase in sales (46%).
- Positive brand reputation (41%).
- Greater competitive advantage (38%).
Many of these benefits arise due to the fact that companies can communicate with their customers when and how they prefer. In fact, according to the report, 32% of companies that use cloud communications say that their customers are very satisfied with the channels they use to communicate with them, compared to only 15% of those who do not use them.
The Adoption Of Cloud Communications Will Reach 80% In 2020
Although the cloud communications market is emerging, 32% of companies are currently using a cloud-based communications platform to interact with customers. Adoption is expected to almost double by 2018 (61%) and reach 80% by 2020.
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