The rate at which consumers are expecting things to be common place is speeding up. And it’s showing no signs of slowing. It took the telephone over 50 years to reach adoption rates of 70%. It took social media just over 10 years, and smartphones less than five. The next channel that consumers will want to use to communicate with businesses will emerge quickly. And it will be adopted before businesses have even started to roadmap it.
We’re already seeing how rapidly Google Home and Alexa have disrupted the market, with a smart speaker now in one in five US homes. Needless to say, keeping up with all these expectations is simply too timely and costly a job to do. That is, without detracting from a company’s main focus, not to mention hurting the bottom line. This is why it’s important for a CPaaS provider to be able to stay ahead of the curve. This way users aren’t left behind by their own market. Businesses everywhere are quickly coming to a realisation. It’s not just tech companies who should be innovating using CPaaS, but all companies. At least, if you want to keep your customers sticking around that is.
Channels of today and the future
Because of the disparate nature of channels such as Twitter, SMS, Facebook Messenger, Webchat and more, but an expectation of unified context, even high-level tech companies who would bleed code if you cut them rely on CPaaS providers instead of building their own platform. This is in order to save potentially bottomless amounts of time and manpower on complex back-end development that would be essential, but far removed from the real aims of their business. Nearly every organisation would benefit from a quality CPaaS provider. But not all providers are offering a scalable service that clients are craving. What’s more, the legacy of infrastructure of some is becoming a hindrance sooner than they would imagine.
If we examine the most common emerging trends in business communications, such as virtual assistants, AI and eventually RCS, the underlying commonality is the sense of a conversation. This conversation is similar to one would have with a friend or family member. Even if in some cases, it would be with a bot. Gartner, after all, are predicting we’ll speak more with bots than we will with our spouses by 2020. Customers are being social with their businesses, craving informality and ease. Being able to converse with companies in this way is making things easier for consumers. It will undoubtedly drive sales too. But it’s certainly more challenging for the business, with more problems than perhaps opportunity. And yet, no time to find the solution considering the speed at which things are moving.
This year, RCS, the long-time favourite, but until recently, severely underfed channel of businesses globally, is finally set to explode with 42% compound annual growth rate forecasted between 2016-2023 and Adobe reported that 22% of voice assistant owners have shopped using voice commands. Customers may not be using a browser to shop online in the future, using a chat application instead, but they also may not be even using a screen. Meanwhile, most businesses cannot afford the resources to keep up with these consumer trends, but of course, they also might not be able to afford not to.
At Comapi, we understand the importance of futureproofing a business, and pride ourselves on agile development that coders love, promising confident and seamless integrations. If we’ve got your cogs turning, get in touch.