How your customers experience your brand through various interactions has the power to strengthen or weaken your business. Your customers are at the center of your business and without them, you can’t succeed. For this reason, it’s critical to nurture the experience you provide and make it as pleasant and fulfilling as possible. In recent years, cloud technology has been helping businesses improve the customer experience in many ways.
For example, businesses with a high rate of customer satisfaction typically use a Contact Center AI powered by cloud technology to manage and streamline customer service interactions.
Running a contact center without cloud technology was easy years ago. But, today’s customer interactions are so nuanced that software is a requirement to keep track of all the details.
If you’ve been looking into cloud technology to improve your customer experience, or if you’re curious about what’s possible, here are ways it can help.
1. Cloud technology can keep track of details and minutia
Not all minutia is bad. In today’s world, minutia is often part of providing customer support. You’ve got to keep track of the customer’s name, email address, ticket number, main request, and other details like when they purchased your product, the product’s serial number, warranty information, and more.
Tracking all of this information manually is challenging. But not tracking this information makes it hard to provide good support. The solution is to use cloud-based software to make this information easily available to customer support agents.
A good example is call center software that captures all of this information in the database and attaches the information to each customer’s request. Anytime a customer calls back, either for new or continued support, all of their details will be available to any agent who takes their call.
This prevents customers from having to tell multiple agents the same details, which reduces stress and gives them a positive customer support experience.
2. Cloud-based self-help options are effective
It’s been known for a while that most customers want self-help options when they need support from a company. This is why cloud-based chatbots are so effective. You can program a chatbot to provide specific links to your FAQ pages that match the user’s search terms and intent. Users can still request to speak with a live agent if the self-help options don’t answer their questions.
By implementing self-help options, you improve the customer experience by providing fast answers to simple questions and giving customers the control they want. In the end, customers still have the option to contact a live agent. But generally won’t if your self-help solutions are good. This also helps you cut down on the number of support requests your team has to manage, so it’s a win-win for all.
3. Cloud technology provides 24/7 support
Most customers would agree that having access to 24/7 support is beneficial and might even be a deal breaker for purchasing software solutions. Customers are located all across the world and need support at different times.
While delayed support may have been acceptable in the past, it’s no longer the standard expectation. Customers expect support to be immediate. If you can’t provide 24/7 help, some people might not do business with you.
With cloud technology, you can provide support interactions around the clock. Mostly, this will be done through AI chatbot. But you can also use cloud-based call center software to route live calls to your agents who are located across the world.
4. Cloud computing supports customer relationship management
The better you manage your customer relationships from the start, the better you can support them when they need help. For instance, using a cloud-based customer relationship management (CRM) tool can help you track the nuances of each customer’s situation so that by the time they request support, you already know where they purchased your product, how they found you, and how engaged they’ve been with your company.
If a customer has been receiving your email newsletters, they’ll already be familiar with your company and this will give you an advantage if they ever need support. Being familiar with you will put them more at ease and will contribute to a better overall experience.
5. Provide amazing customer experience to grow your business
The customer experience is the core of your success. If your goal is to grow your business and increase your revenue, you have to provide value to your customers at every turn. This requires providing a stellar customer service experience because customers make decisions about the brands they support based on how they’re treated. Treat them well and meet their support needs. This way you’ll have an easier time generating the loyal customer base you’ve always wanted.