As the world becomes digital, customers expect to communicate with brands and businesses through whatever contact channel is convenient. These customer expectations have led to the increased popularity of communications platform as a service (CPaaS).
CPaaS solutions enable companies to configure their real-time communication API, including SMS, whatsapp messaging, voice, video, and automated emails, on a single platform without the need to build a backend infrastructure. However, with the numerous CPaaS providers, choosing a company that meets your needs is critical. In this article, we highlight four tips for selecting a CPaaS provider to improve your customer’s experiences and streamline operations.
Consider the provider’s API selection
The first thing you should consider when choosing a CPaaS provider is the type of APIs they offer. APIs enable you to embed any kind of communication technology into your current tools and platforms. Do not solely consider your current business needs when determining a provider with the correct API selection; instead, prioritize the future.
While a provider who only provides online chat and SMS API may be convenient for you right now, your customers may demand voice and video in the future. For this reason, you should consider choosing a CPaaS company with a broad range of APIs that span all communication channels. This helps you avoid spending more time and money to switch providers as the customer demands evolve and your business expands to get the functionality your company needs.
Hire a provider with excellent customer support and community
CPaaS solutions enable you to transform your brand’s communication stack via APIs. However, for a CPaaS solution to provide innovative experiences and tools, it requires a dedicated developers community to offer feedback and additional tools. This allows faster access to the innovative tech the brand may need in future communication.
A CPaaS provider with a reliable and experienced developer community and support also enables you to receive help in case of issues with the CPaaS system or API functionality. The developers could even share insights to help you overcome common problems with your CPaaS on your own to save time and money. To choose a provider with a reliable community and support, you should:
- Check the provider’s user forums and community to determine how they support their customer base
- Take a look at the CPaaS’ company’s processes for updates and fixes, response time, and contact options
Consider security and data privacy
With the increase in cybercrimes and fraud, it is essential to prioritize data privacy and security. This boosts credibility and protects your company from legal implications and paying hefty penalties.
Choose a CPaaS provider compliant with SOC2, GDPR, and ISO 27001 requirements to enhance data privacy and security. If you run a healthcare facility, you should ensure the provider is also HIPAA compliant. A CPaaS company that provides an infrastructure audit done by a third party should be top of your list. Other anti-fraud policies your chosen provider should have include:
- Two-factor authentication
- DDoS mitigation strategies
- Developer support
Compare pricing
Before commiting, consider comparing the prices of different CPaaS providers to get the best deal. You could also ask about discounts, especially when you intend to pay for a year’s service in advance. Be sure to also request for a free trial to test features before paying to ensure you get the full value for your money.
Endnote
Choosing the best CPaaS provider is critical to ensuring you pay for a platform with features and functionalities tailored to your business demands. Be sure to consider the APIs selection, developer community and support, data privacy and security, and compare pricing to zero in on the best CPaaS provider.
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