How the Cloud Is Revolutionizing Small Business Customer Service


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Focus your efforts in maximizing the ability to give customers the option of solving their own issue to save everyone time and money.

Between the stack, the cloud and the help desk, common IT solutions for small businesses can get pretty confusing if you let them.

But with all the options out there, it’s important to keep in mind that you don’t have to keep the hand you’re dealt. There are endless options available to take your online presence to the next level and leave new and returning customers and employees feeling more valued and satisfied than ever.

Keep Your Sales Force in the Know

One of the most logical yet under-utilized applications of cloud services are the tools they provide directly to your sales force. It’s a powerful service some help desks offer to keep your sales force constantly up to date on everything from your personal weekly website analytics to innovations in your industry and email campaign results.

Getting all the latest information to sales reps both internally and externally without having to call a meeting will leave them better educated, more confident and with more time to do the legwork that leads to the ultimate goal: sales.

Empower Customers to Solve Their Own Problems

Give customers the option of solving their own issue to save everyone time and money. While customers prefer to have the option to talk to a real live customer service agent, this digital age has also spawned the kind of customers that would rather figure out a solution on their own.

A great cloud service can help you identify common user problems and communicate with users automatically to fix problems before they start. You save time and money, and your customers never even have to pick up the phone.

Always Have a Plan (and a Backup Plan)

Perhaps the most basic and valuable application of cloud services is the incredible level of feedback they can provide. The best cloud services are the ones that allow you to customize your general technological game plan that consists of many different applications, pieces of software and technological solutions for specific issues that plague customers, employees and management.

And not only can various cloud services be customized to fix specific issues, they can also predict them before they arise and prepare you to handle the growing pains that inevitably come with success. Once you find the right cloud service and have a personalized plan of attack on deck, it should be smooth sailing from there, taking a lot of the pressure off of management and allowing them to focus on growing the company instead of keeping it running smoothly.

So do your research up front and find the cloud service company that best suits your specific needs.

Never Miss a Beat

Social media is a marketing revolution that has made it easier than ever to connect with potential and existing customers on a personal level. But as easily as social media can help your business from a grassroots perspective, it can also be a wasted time suck, or worse yet, do irreparable damage to your reputation.

We all remember the fiasco that made national news in which a local restaurateur took to publicly insulting Yelp users who had given the restaurant bad reviews. While this is an extreme example, verbally attacking unhappy customers is, in truth, not a whole lot worse than never responding to their complaints at all.

With all the different social media platforms available for customers to share their feedback, it’s easy for a bad or good review to fall through the cracks and go unaddressed. Cloud services that offer multi-channel monitoring will never let a positive or negative piece of feedback go unnoticed.

Republished with author's permission from original post.

Flavio Martins
Flavio Martins is the VP of Operations and Customer Support at DigiCert, Inc., a leading provider of enterprise authentication services and high-assurance SSL certificates trusted by thousands of government, education, and Fortune 500 organizations. Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty. Blog: Win the Customer!


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