5 ways the cloud can improve your customer experience
A good customer experience is a top priority for most companies. The opinions and thoughts of customers are vital to increased profit and revenue, especially in today’s age of social media.
Good reputations online are vital for new business and increased profits, as well as returning business. Plus, news of a poor reputation will quickly spread across social media, really harming a company’s ability to attract new customers.
So, you may be wondering how a move to the cloud would impact your customer service, and the experience your customers have.
After all, the first step to improving customer service is making sure that your own employees have the best tools at their disposal. So let’s take a closer look at the top 5 ways that the cloud can help to improve your customer experience.
1 – Centralised channels and communication
One of the first major benefits we need to discuss is the merging and centralisation of various channels to one place – onto the cloud itself.
Nowadays, customers will reach out to companies through a variety of channels, such as social media sites, online reviewing platforms, or company websites. They may even reach out on multiple platforms about the same issue if they feel that they aren’t being addressed quickly enough.
Without a single access point for these various channels of communication, things can get complicated. Complaints from the same person can be addressed multiple times by the same, or different, people, which just wastes time for everyone.
Plus, customers who are reaching out can easily go unnoticed. The cloud supports the integration of these different communication channels with as little hassle as possible for you. So, you can centralise your customer touch points, plus make it easier to communicate with your target audience.
This creates visible interactions that leave customers feeling satisfied and, more importantly, listened to. In turn, this will work towards improving the overall reputation and brand of your business.
2 – Accessibility
Linking to the previous point, as well as centralising your applications for ease of access, businesses hosted on the cloud can be accessed from anywhere, at any time.
This has two major benefits – one to your employees, and one to your customers.
Firstly, workers can log on remotely. So, your employees don’t have to use a single email system to deal with complaints – they have 24/7 access to deal with any issues their customers are having, on any communication channel.
And, because all of these applications are centralised in one place, the cloud helps to improve the capability of and collaboration between on site and remote workers.
All employees can access real-time information and communicate with one another anywhere, at any time.
The second major benefit of this accessibility is directly to your customers. Not only can your employees access your websites and information at any time, but so can customers. AI, delivery tracking, products, and ordering can all be supported by the cloud to allow your customers 24/7 access. This will contribute to their experience by removing any limitations on their journey.
3 – Constant evolution
One of the major ways the cloud can help improve your customer satisfaction, is simply by helping you keep up with their expectations. Technology is growing so quickly, and many consumers will simply drop a company that isn’t easy to use, or as well-suited to their needs as a competitor.
The cloud helps businesses to modernise and evolve with industry. A major example of this is the current customer preference for digital interactions over voice interactions in customer service.
Cloud hosting supports changes in technology, which frees up time for your employees to devote to customers and their needs.
Cloud applications also help keep you up to date with functionality, when in-house teams wouldn’t necessarily have the time to update everything themselves. Because developments are constantly being tested and implemented in the cloud, customers will easily adapt to the gradual changes and improvements.
This is actually such a common practice with social media sites, that many customers are used to, and even expect, this constant development in the websites they use.
4 – Artificial Intelligence
Another great way that cloud hosting can improve your customer experience is through artificial intelligence.
The cloud makes this technology easily accessible for every business, helping them to evolve with upcoming advances. Gartner predicts that customers will “manage 85% of their relationship with the enterprise without interacting with a human” by 2020.
AI and machine learning can be used to answer customer queries in chatbots, to help them find products, recommend new products, and even with services like translation. AI is becoming so important to businesses online – and the cloud offers an easy, cost-effective way to integrate this into your company. Even if you have no previous experience using it.
Overall, AI can improve your customer experience by offering quick, helpful assistance, and collecting and analysing data to offer a personalised experience. Which ties in with our final point.
5 – Personalised experiences
The fifth way cloud hosting can help to improve your customer journey is through personalised experiences.
Cloud computing is the best way to store, process and analyse customer data. This data can then be sorted based on behavior patterns for personalised customer experiences. In simple terms, this means customers can see products that are tailored to their needs, desires, and searching habits.
This is a win-win situation, because not only are your customers getting a more fulfilling and personal experience, but your sales are likely to improve with this.
Personalised experiences from cloud technology help businesses to connect with their customers as individual people, rather than a homogeneous group. So, customers are likely to feel more valued, and like your company understands what they are looking for.
These are only five simple ways the cloud can help improve your customer experience and customer service. In reality, there are many more.
If you’re looking to find out more about any of the things we’ve talked about today, or about the other ways the cloud can help your business improve, just drop us a line! We can discuss how cloud hosting will suit your individual company’s needs, and how it can help keep your customers happier than ever!