5 Reasons Why Small Businesses Move Their Customer Service Into The Cloud


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Most small businesses need to choose innovative solutions to provide top-notch customer service while sticking to tight budgets. Whether a company wants the solution to integrate seamlessly with their current business, or whether they need a standalone new addition, it doesn’t matter, there are solutions out there that fit every small business need. There are many reasons for small businesses to choose cloud-based customer support apps, and today, we’ll go over five of them.

Save Money — A small business no longer needs to shell out $10,000 just for the price of entry to an enterprise-class customer software solution, thus saving thousands on startup costs. Not only will a small business save money on the actual software development, they will save money on the cost of in house IT, customer service reps, and more. The savings is realized fast when choosing cloud-based customer service software.

Increased Flexibility — Due to the software being accessed “in the cloud” it means that you and your team can access the customer service solution from anywhere, often using various mobile devices to do so. You won’t need to be at your office cubicle, or desk to access the features, nor will you need a huge technological infrastructure to get started. Cloud-based customer service software will allow you to hire customer services professionals in any location, as long as they have Internet access and a compatible device.

Improved Collaboration — A customer service professional may need to share a specific client issue with another department, or another agent in order to better solve the problem, and cloud-based customer service software helps do this seamlessly. Take notes, share client files, working together to solve a client’s problem has never been easier. In addition, many customer service platforms integrate with social media in a way that ads even more collaboration to solving client issues.

Increased Security — Many people wrongly assume that cloud-based solutions are less secure than native solutions and they couldn’t be more wrong. Due to the fact that cloud-solutions are managed by IT professionals that would cost a small business enormously, these professionals are continually working on hardening the security and keeping threats out. It’s much easier for a small business to monitor their security via a 3rd party such as this, than do it in house due to the technical expertise involved. In fact, using a cloud-based solution can actually make it easier for your small business to meet various legal requirements regarding the security of client data.

Enterprise Level Features— There is no doubt that the range of features offered via cloud-based customer service solutions is simply out of this world. Customer service management is critical for most small businesses to succeed in their mission. These features may include disaster recovery, enterprise-class backup, security, training, and help desk by professional IT personnel that a small business wouldn’t have access to otherwise.

It’s clear that cloud-based customer service is something that every small business should look into if they want to provide world class client care solutions that surpass what they can do today, in house. Most cloud based customer service solutions offer help and guidance to moving your existing system to the cloud, you owe it to your business to make this move before it becomes critical, if it hasn’t already.

Christophe Primault
Christophe is the co-founder of GetApp, the #1 Cloud Business Apps Marketplace. He writes about cloud computing trends and provides tips on how businesses can benefit from cloud-based apps to improve their profit.


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