|[September 26, 2017]
Report: 87 Percent of Business Leaders Say Company's Success Depends on Ability to Connect with Customers via Cloud Communications
the world's first end-to-end communications platform as a service
(CPaaS) company, today released, Customer Communications Report:
How Businesses Use Cloud Communications to Fuel Growth. The
report provides key insights into how digital transformation is
reshaping the communications landscape and driving businesses to adopt
cloud communications/CPaaS for customer engagement.
Of the 500 customer communications stakeholders surveyed, 87 percent
reported that communicating via SMS/text, voice and other cloud
communications channels is vital to their companies' success. For
companies that have already adopted cloud communications, nearly twice
as many report exceptionally high revenue growth rates (20 percent or
above) than those that do not use cloud communications. Additionally, 93
percent of cloud communications users report that embedding
communications into their web and mobile apps led to higher customer
"We believe business survival is tied to the ability to engage customers
in delightful experiences where, when, and how they want to be reached,"
said Aled Miles, CEO of TeleSign. "The world's leading brands trust
TeleSign's communications platform to provide customers with seamless,
right on-time experiences - whether it's alerting that your driver has
arrived, confirming your vacation rental, or receiving your movie
tickets right on your mobile phone. The findings are conclusive that
businesses using cloud communications to engage customers are seeing
higher customer satisfaction and exceeding financial objectives."
Digital Transformation Driving Cloud Communications Adoption
Today, 99 percent of businesses report being in the middle of digital
transformation (using mobile connectivity, cloud consumption, and
self-service channels to achieve better business results), yet only 29
percent have reached advanced stages. Of companies still in early stages
of this transformation, 64 percent are struggling to meet the demands of
real-time communications and 60 percent are not meeting customer
expectations of 24/7 communication availability.
Cloud communications platforms enable businesses to embed real-time
communications features (such as SMS, voice, push notifications and
more) into their web and mobile apps, without the need for backend
infrastructure or interfaces. According to this new report, the primary
use case for cloud communications today is sending alerts, notifications
and reminders, ollowed by sending marketing messages, enabling two-way
communications, streamlining account registration, and protecting
accounts with two-factor authentication.
Interestingly, twice as many companies that have achieved advanced
digital transformation use cloud communications to engage customers
versus those that are in early stages of digital transformation (43
percent vs. 20 percent).
How Cloud Communications Improves the Customer Experience
Businesses today are turning to cloud communications for a variety of
reasons, led by the ability to help them improve the customer experience
and deliver customized user experiences. Business leaders further report
that once adopted, cloud communications offer an impressive list of
Better customer service (65%)
More effective communications (59%)
Higher customer satisfaction (59%)
Improved user experience (56%)
Higher customer retention (52%)
Increased sales (46%)
Positive brand reputation (41%)
Increased competitive advantage (38%)
Many of these benefits arise due to the fact that businesses are able to
communicate with their customers when and how they prefer. In fact, 32
percent of companies that use cloud communications say their customers
are very satisfied with the channels they use to communicate with them
versus just 15 percent of those that don't use cloud communications.
Cloud Communications Adoption Expected to Reach 80 percent by 2020
Although the cloud communications market is emergent, 32 percent of
businesses are currently using a cloud-based communications platform to
interact with customers. Adoption is expected to nearly double by 2018
(61 percent) and reach 80 percent by the year 2020.
TeleSign commissioned Lawless Research to design and conduct a study
about B2C cloud communications practices. Between August 1 and August 7,
2017, 502 managers and above who currently have or plan to add
communications functions in consumer-facing applications or websites
completed a 10-minute online survey. The online survey was hosted by
Qualtrics and Research Now provided respondents from their online panel.
Tests of significant difference were conducted at the .01 level (99%
probability that the difference is real, not by chance).
TeleSign is a communications platform as a service (CPaaS) company,
founded on security. Since 2005, TeleSign has been a trusted partner to
20 of the top 25 global websites and mobile applications, helping secure
billions of end-user accounts. Today, TeleSign's data-driven, cloud
communications platform is changing the way businesses engage with
customers and prevent fraud. Get started at www.telesign.com
and follow us @TeleSign
for more information.
View source version on businesswire.com: http://www.businesswire.com/news/home/20170926005649/en/
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