Cloud computing has revolutionized the way that organizations of all kinds conduct business. A vehicle for digital transformation, the cloud has allowed users to overhaul their most essential business processes. Human resources, accounting, and everything in between benefit from the cloud platforms that keep their crucial business functionalities at the forefront.
However, many organizations are leveraging the cloud to do much more than improve internal operations; they are tailoring their cloud strategies to help them create a better customer experience. This shift toward cloud innovation has proved essential for modern businesses, which, more than ever, must focus on cultivating strong customer relationships and developing their brands.
It comes as no surprise, then, that 94 percent of respondents to Aspect’s Clear Skies for Customer Service survey said that the cloud was at least “somewhat important” to their expanding customer experience offerings.
Read on to take a look at a few of the ways that cloud computing can help your organization facilitate an exceptional customer experience.
It makes your business more accessible
In the cloud, you can consolidate all of your company’s points of interaction into one convenient location. Gone are the days of customers waiting on the phone or in an online chat queue to talk to a representative, only to be told that they need to contact someone else to resolve their problem. Cloud platforms allow you to create a centralized entry point for customers who need to speak to someone or access other services.
Most consumers prefer self-service tools over more traditional methods of engaging with businesses. Building an engagement portal in the cloud will make your organization and its services far more accessible to more customers. They will be able to conduct all of their interactions without ever needing to leave your website.
It’s accessible from absolutely anywhere
Self-service portals not only allow your customers to connect to the services they need on demand, but they serve to boost your business’ availability. Like with any other cloud offering, you will be able to offer access to your products and services from any device. Whether they are at home shopping on a desktop computer or need customer support from their smartphone, your customers can connect with your business at any time of day or night. You can virtualize nearly any service and make it available to your clientele.
The cloud also supports more on-demand customer interactions by giving your staff the ability to respond to inquiries while on the go. You can even implement artificial intelligence chat tools to automate responses to customers outside of business hours.
It lets you create a more personalized experience for your clients
In the cloud, you can facilitate data analytics to a degree that was previously impossible. Storing customer information in the cloud provides your team with quick access to actionable data that they can then use to personalize each customer’s experience.
The cloud provides the ideal platform for this because of its vast, scalable storage space. Every piece of information about your customers, from their age to shopping history, can reside in one convenient location. From there, technologies like predictive analytics, big data, and AI can analyze the data and provide catered buying recommendations to each customer.
Organizations across the globe have used the cloud for this very purpose. Soccer team Real Madrid, for instance, has relied on cloud-based machine learning to analyze visitors to their website and social media pages. If a visitor enjoys a particular player, then the cloud tools will put that person into a special group that receives information about that player. Those who purchase gear from the team’s store get recommendations on what to buy next.
Your company can also leverage cloud technology to allow you to cater to specific customers. More importantly, it ensures that your engagements with clients drive results.
It helps you to respond more quickly to customer needs
Cloud platforms aggregate all of the information that your team needs to handle customer issues and questions more efficiently than ever before. Whether they are at their desk or on the go, team members can connect to the cloud and access customer data at a moment’s notice. They can even use the cloud to collaborate with employees in different departments in real time. With immediate access to these resources via the cloud, your staff can quickly respond to any customer need—and shortened response times for client requests only enhances the overall customer experience.
It makes customer data more secure
Despite beliefs to the contrary, cloud environments provide better security than most traditional IT systems. Naturally, this means that your customers’ data will also be more secure in the cloud. Between data encryption and diversified security tools, your organization will be able to ensure that your clients’ information never falls into the wrong hands.
Take customer payments, for example. Payment information that your company stores lies safe underneath numerous layers of security. This provides better peace of mind to customers who facilitate transactions with your business.
In the case of a disaster, you can also rest assured that you won’t lose customer data when using the cloud. In addition to allowing you to back up this information, these environments provide expedited disaster recovery so you’ll never be without your clients’ data.