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Deliver Great Customer Experience with Cloud Solutions in the Era of Remote Working

customer-service-and-cloud-solutions

The cloud solution industry has been growing rapidly.

Owing to its ease of use, businesses across the world have already migrated to the cloud. Experts predict that 95% of workloads will be on the cloud in the next five years. The size of the market reached $266 billion and is expected to continue growing.

This rapid growth is in part due to the benefits cloud solutions provide; features like cost-effectiveness, scalability, flexibility, and access to cutting-edge software can make a great difference. In this article, we are going to focus on another crucial advantage many have forgotten about: customer experience.

Cloud services can help significantly improve customer experience and provide a high level of customer satisfaction.

On-premise to the cloud: Does it work for big companies?

For small and medium-sized businesses, cloud software comes with access to resources they might otherwise be unable to have. But what can they offer to big companies and enterprises?

Why do major corporations still choose to install cloud software while also owning their data centres? Let’s define the main benefits of such a decision.

  • Most companies use a multi-cloud approach. This allows them to build multi-cloud solutions without sticking to only one provider. It is a more flexible and safe option for large companies. Many legacy businesses have also built their infrastructure around a hybrid network—a combination of both cloud and on-premise data centres. It gives more control over sensitive data while offering all the perks of cloud platforms.
  • Cloud services offer insights into big data. While the affordability of cloud platforms is quite attractive, the cost is not a concern for big companies. Rather, cloud migration provides access to tools and resources that they need to work with big data.
  • Analysing big data is a necessity for any company that wants to be successful and stay relevant in a competitive market. Processing huge volumes of information helps to make informed and fact-based decisions. Such complex solutions may not be compatible with an in-house data centre. They require significant physical resources to run smoothly. This is where cloud software providers come in handy.
  • Cloud solutions are incredibly useful when it comes to scaling up or down with minimum effort, compared to on-premise solutions, which may need an infrastructural overhaul. A business has more opportunities for rapid growth, delivery of new products, or opening new markets with cloud platforms.
  • Cloud ensures employee mobility. If there is one conclusion to take from the year 2020 is that work should be flexible. Cloud platforms offer the opportunity to work from anywhere in the world with just an internet connection. This means that more employees can go remote or work from home. This also allows companies to bring in talent from different parts of the world.
  • Cloud helps collaboration and continuity. Cloud services ensure productive and easy collaboration on documents, files, frameworks, or development. The necessary information can be accessed by employees from different departments while simultaneously promoting large-scale collaboration. Continuity refers to data safety and retrieval. It is hard to underestimate how important data recovery is. 60% of companies that suffered unrecovered data loss closed down in six months. Cloud regular backups ensure that all the data is properly stored and can be accessed in case of disasters—both natural or man-made.

To manage their cloud infrastructure, companies hire a team of cloud solutions engineers to help their employees move to the cloud.

How cloud solutions improve customer experience

CX is a crucial element of any company’s success. Let us see how cloud migration can help accelerate this success:

  • Cloud services enable data analysis, providing businesses with more information on the buyer’s journey—client satisfaction rates, pricing, etc. The amount of data an organisation works with is immense and extremely valuable. Companies can get first-hand feedback on their activity, products, and marketing. This helps to quickly adjust to market changes and fulfil the customer’s needs.
  • SaaS implementation models help to create an ecosystem of the most advanced and innovative software resources. It is necessary to personalise the customer experience by working with the data on the client (preferences, history, demographics, etc).
  • Usage of CRM, analytics, and knowledge management tools allow businesses to understand and keep track of customer concerns and preferences. This allows the company to maintain records of specific pain points or problems to address.
  • CRM that is SaaS-based can be acquired through the cloud at cost-effective rates. This ensures automatic updates and access to the best resources in the market. A subscription-based model allows businesses to keep a close track of their expenses.
  • It optimises the workflow. People working on customer experience need to access all valuable data quickly. Collaboration is crucial to their productivity and effectiveness.
  • It can offer 24/7 support. This practice existed before but the cloud makes it much more affordable and efficient. One can have different support centres in different cities, offering multi-language support and quality response. This is possible due to the ability of agents to work from home or work from different locations while accessing common data.

It is all about elevating, managing and differentiating customer experience based on data analytics. Cloud services ensure 24/7 access to products and services, one-stop shops, personalised customer journeys, and credible relationships. Cloud optimisation makes this all affordable.

Why CX is important in the era of remote work

Customer experience is always important. 68% of customers in the US said that customer service is the key to a positive CX.

For a digital service, it means 24/7 support, efficiency, simplicity in use, and personalisation. All of that can be achieved through cloud migration with a reliable software partner, the use of big data, and the implementation of an advanced software ecosystem.

The market has lots to offer in terms of products and prices, but the personalised customer experience is what the customers come back for. In such an unprecedented time, when face-to-face interactions are not possible, digital means are gaining even more vitality.

In these virtual times, companies need to ensure a similar or highly personalised approach to manage their customers. Without the ability to physically interact with customers, the support team needs to find new ways of collaboration with colleagues to assist customers.

The old ways of interactions are not accessible, nor efficient, in the current times.

So what is left? A digital customer experience has to be as good as an in-person one. The best way to ensure that is to implement the cutting edge technology: cloud software.

Final thoughts

Cloud solutions are widely used by businesses across industries. They give access to advanced technologies that include big data management and almost unlimited digital resources.

They ensure management makes informed decisions on CX and resolve customer queries quickly and efficiently. All in all, it is an affordable way to increase customer satisfaction with 24/7 available services and a personalised experience.

Author:

Kateryna Boiko is a Marketing Director at Mobilunity and a provider of Dedicated Development Teams with 9 years of hands-on experience in digital marketing. Kateryna has worked with diverse industries and markets and is now keen on sharing unique cases with the world and coach on topics relevant to Web Analytics and Search Engine Optimisation.

The author’s views are entirely his/her own and may not reflect the views of Servetel.

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