Last Updated on September 1, 2023 by David
Guest Post for Re:amaze by Heather Reading. Heather Redding is a content manager for rent, hailing from Aurora. She loves to geek out writing about wearables, IoT and other hot tech trends. When she finds the time to detach from her keyboard, she enjoys her Kindle library and a hot coffee. Reach out to her on Twitter.
Today, a brand’s value goes far beyond the quality of the service or product it can deliver.
Instead, studies are beginning to show that the success of any company is likely to hinge on whether it can provide the memorable experiences that customers need. This includes helpful interactions with staff, the quick resolution of issues, and more.
Unfortunately for modern businesses, it’s becoming increasingly difficult for organizations of all sizes to deliver the kind of meaningful moments that their clients are looking.
Customers have higher expectations today than ever before, which means that most companies have a lot of work to do if they want to delight and impress their target audience.
One easy way to add value to the customer service solution could be to invest in the agility and scalability of cloud technology.
By learning how to make the most of the cloud, companies can transform their operations, processes, employee performance, and customer experiences.
Here are some of the ways that businesses can achieve excellent customer service through the cloud.
Creating a Stronger Team: The Cloud Delivers Accessibility Anywhere
One of the biggest benefits of the cloud for customer service purposes is that it allows teams to stay connected to the business wherever they are.
Employees can deliver customer service remotely, or in an office, meaning that today’s teams can access a wider range of service agents from across the globe.
This can even mean that larger corporations can provide more local experiences to their clients in different parts of the world.
At the same time, through the cloud, companies can make sure that they’re serving their customers on the channels that appeal most to them.
The flexibility of cloud technology opens the door to things like web-based conferencing, video meetings, instant messaging, and more, without asking employees to implement additional hardware in their workspace.
A wider range of choices when it comes to determining how to interact with a brand can make or break your customer’s experience.
Cloud-based AI and chatbots that offer self-service opportunities even ensure that your team can give your customers the 24/7 support that they’re looking for, even when human agents are sleeping.
After all, your customer’s need for service won’t always arise during typical work hours.
Providing Reliability With Elastic Servers
The cloud is excellent for making your contact center and customer service strategies more reliable too.
Through cloud-based VoIP, messaging and video conferencing services, companies can improve the resiliency of their network by routing information through multiple distributed data centers.
This means that if anything was to go wrong with the primary point of contact that customers use to connect with you, the cloud will automatically be able to re-route the conversation through a different journey. This means that your agents never miss a crucial call.
What’s more, because the cloud allows for automatic data backup and disaster recovery strategies, businesses can ensure that the failure of a few systems doesn’t mean the loss of crucial customer data.
Businesses can set up policies that will keep information securely stored on the cloud — no matter what happens in a local data center.
With the right cloud data management strategy, organizations can also make sure that they have the right systems in place to ensure compliance with the latest regulations like GDPR.
The cloud provides corporations with more control over the information that it collects, meaning that sensitive data is always protected, and unnecessary information can be audited and removed.
Access to elastic servers and secure data management strategies are two things that are more important than ever in an age where brands need the freedom to choose exactly where and how data is stored.
Creating a More Personal Experience With Data
Speaking of the data that companies collect every day — this information is more than just numbers and text. It’s a way for organizations to access crucial insights into the needs and expectations of their target audience.
The cloud allows companies to track essential trends in the way that people interact with customer service agents and contact centers.
These trends can also lead to inspiration when it comes to making decisions about how to invest in future customer service strategies.
In the age of “personalization,” customers don’t want to feel like just another number in your system.
However, most companies simply don’t have the bandwidth to store all the information required to generate real insights into the customer journey on-premise. To access this kind of data, businesses would need to run and manage huge, expensive data centers.
The cloud eliminates that issue, providing access to more immersive insights for even the smallest companies.
Through cloud technology, businesses can also align the information they collect with disruptive tools like machine learning and artificial intelligence models.
These solutions can automatically detect trends and behaviors in customers and even provide predictive analytics that improves business decision making in the future.
Improving Workplace Performance and Efficiency
Finally, companies often forget that if they want to deliver excellent customer experiences, they need more than just access to data and chatbots. They also need to ensure that they’re empowering team members with the tools they need to work more efficiently.
Collaboration tools managed on the cloud are becoming an increasingly popular way to improve business performance and enhance customer experience at the same time.
These back-end communication platforms allow teams to work more cohesively together, which means that they can more quickly and accurately find solutions to customer problems. Platforms like Re:amaze offer the level of collaboration, cohesive communications, and data integrations businesses need to help customers effectively.
When employees have the support and context, they need to drive better outcomes for customers, they don’t need to ask repetitive questions or leave a client on-hold for hours at a time when something goes wrong.
Team members even have the option to work with other employees on the back-end in real time through collaboration tools, improving their chances of a first-time resolution, even with complex customer issues.
Why The Cloud is Key to Customer Service
For years, brands have seen the cloud as a cost-effective and efficient solution to storing data and managing workflows. However, it’s easy to overlook cloud technology when it comes to the impact that it has on customer service.
In today’s fast-paced digital environment, customers have access to endless options online. If they don’t get the immediate response that they want from a live chat function provided by a company, they can simply switch to a different brand.
Similarly, if the service that today’s organization provides isn’t up to scratch, then consumers can quickly damage the reputation of an entire corporation with just one message posted to the right forum.
To stay ahead of the curve, companies need access to an environment for communication and service that’s just as agile as the changing needs of their customers.
Cloud technologies like Salesforce, MailChimp, Azure, Stripe, and Re:amaze are flexible, scalable, and ready to adapt to evolving demands at a moment’s notice.
It doesn’t require substantial initial investments, comes with minimal issues to address when it comes to adoption and set-up, and the cloud can be consistently customized as you learn about your customer.
About Re:amaze
Re:amaze is a modern helpdesk and customer messaging platform designed to help eCommerce businesses boost customer happiness and revenue. Re:amaze allows all customer-oriented teams to work together in a shared inbox through email, social, SMS, voice, and live chat. Re:amaze also comes packaged with automated messaging and chatbots so eCommerce brands can succeed at the front lines of conversational commerce.