The one tool you need to add to your enterprise eCommerce software portfolio

Jul 20, 2022

2 minutes

Winning in the online retail space requires robust enterprise eCommerce software capable of providing a personalized customer experience. Nevertheless, as organizations across every industry continue to digitize, the need for developers with technical skills soars in demand – especially for web development, DevOps, and AI/machine learning. (ZDNet, 2022) The demand outpaces the supply, and recruiters anticipate significant hiring challenges.

Indeed, nearly half of employers struggle to find developers, representing a microcosm of the national labor shortages where there are still 5.5 million more job openings than available workers. (U.S. Bureau of Labor Statistics, 2022) From a numbers perspective, many companies will not meet their recruitment quotas. The smart ones, however, will leverage low and no-code solutions found in some communications platform as a service (CPaaS) solution. These easy-to-use solutions allow even the most inexperienced coder to easily create, build, and edit communication workflows for omnichannel eCommerce platforms.

It doesn’t take an expert to use CPaaS drag-and-drop features like low-code, and no-code apps

CPaaS is an essential part of an enterprise eCommerce software portfolio, as it allows retailers to deploy personalized communication solutions for their customers. But perhaps the most valuable feature of industry-leading CPaaS platforms is their drag-and-drop workflow builders with low-code and no-code applications. With these capabilities, setting up and adding new elements to an omnichannel eCommerce platform has never been more straightforward or convenient.

Any employee – regardless of coding competency – can implement enterprise eCommerce software, from shopping cart reminders to emergency communication adjustments. Some CPaaS providers will even have prebuilt and industry-specific templates and start-up tips.

Likewise, retailers can seamlessly enhance their existing infrastructure and introduce new workflow capabilities without throwing out solutions already connected to APIs like their CRM, database, billing system, etc. Moreover, the leading CPaaS offerings for omnichannel shopping can integrate with social media messengers like WhatsApp, Facebook, Slack, Jira, and Salesforce.

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Alleviating the strain on call centers and more

Inevitably, retailers with omnichannel eCommerce platforms will still receive customer calls – whether it be because of website issues, questions about products, operating hours, etc. And, unfortunately, the country’s worker shortage doesn’t stop at the call center.

By deploying CPaaS solutions, and their various communication features, retail customers can leverage self-service options to have their questions answered and – when necessary – get routed to an available live agent for more complex or involved queries. CPaaS platforms also let companies automatically route calls based on the percentage of free agents, including area code, time of day, and even the day of the week, further easing the load of already understaffed call centers.

The best eCommerce solution is constantly improving, and through CPaaS elements like natural language processing and built-in speech recognition, retailers can download and manage audio files for training purposes. Plus, this same technology can more accurately route frustrated or upset shoppers to managers.

In short, if there is one convenient tool to add to your eCommerce software portfolio that will help alleviate other job functions, look to CPaaS. With easy drag-and-drop features and fast implementation, your online store and omnichannel communications can be improved without the need for a team of developers.

Vu Tran

Vu brings 25+ years of SaaS, IaaS, and telecom experience to the IntelePeer Team. With a background in Operations and Engineering, Vu is focused on leading, developing, managing, and supporting technical teams, software platforms, physical infrastructure, and customer networks. In his personal time, Vu takes advantage of the great Colorado outdoors, traveling, and spending time with family and friends.

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