In today's fast-paced world, customer experience is about more than just the interactions your employees have with each consumer. It’s also about the products you sell, the services you offer and especially the technology your company utilizes to make the customer experience more memorable and satisfying.
As the average consumer becomes more technologically literate, businesses must follow suit along the same tech-savvy path to continue providing the level of quick and dependable service customers expect. Some businesses have recently turned to cloud computing to streamline their operations and consequently enhance their customers’ experiences. A cloud computing strategy provides a variety of different benefits to any organization regardless of its size and here we’ll examine the three main ways cloud-based data can improve a business's customer service abilities.
1. Scalability for Changing Workloads
When a customer interacts with your company, he or she expects to receive satisfactory service from a helpful, professional representative. According to the Technically Marketing website, 86 percent of all customers are willing to pay more money for a product or service if it means they’ll enjoy a superior customer experience.
A business that uses the cloud for customer service can scale its workflow seamlessly to meet customer demands, which means it can react quickly when customer volume increases. Because the cloud is accessible from anywhere, employees from remote locations can log on and reduce customer wait times as necessary. This allows the business to deal with each customer quickly, which in turn improves customer experience overall.
2. Centralizing Customer Data
Businesses that use cloud storage solutions have the ability to store all their important data in a central location that can be accessed quickly and easily. Instead of spending extended amounts of time downloading files or waiting for an email from a coworker, employees can find the information they need immediately, whether they’re in the office or on the road. To further simplify navigation, businesses can choose whether to implement an object-based or a file-based cloud storage system depending on their specific needs and preferences.
3. Improved Collaboration Among Team Members
One of the most important facets of good customer service comes from a business's ability to address customer questions and concerns effectively. As stated earlier, with the cloud a business's team members can access the same information from any location and at any given time. If a customer is having a technical issue with the business's website, members of the business's technical team and customer service team can view the same screen at the same time as they work to resolve the problem. This reduces instances of miscommunication and helps the customer service team come up with the right solution on the first try.
Enhancing Customer Experiences, Increasing Business Success
Studies have shown that a dissatisfied customer will tell at least nine other people about her experience with a given company. With the growing power of social media, Internet-savvy customers have the ability to share their experiences with an even larger audience. For this reason, businesses must pay attention to all customer interactions and do everything they can to make each customer's experience as positive as possible. Implementing a cloud storage solution allows a business to improve the quality of its customer service operations by increasing scalability, centralizing customer service solutions and improving collaboration among employees. These internal efficiencies all add up to making your business better able to make an impression on consumers when you need to most, allowing you to have a better chance at developing customer loyalty.
