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eVerge Insights

February 11, 2021

The Cloud & Customer Service: Why They Work Together

Customer Experience (CX)

A brand’s value goes beyond the quality of its products and services. It also includes intangible yet crucial factors, like customer service offerings, convenience and helpful staff — all the makings of a quality customer experience.

Fortunately, technology makes it easier for businesses to improve their customer service. For one, customer feedback is easily available online so it’s easier to adjust your services according to their input. And second, cloud computing offers more opportunities to improve the customer experience while saving you both time and money.

How Can Cloud Technology Help

Cloud computing answers the prayers of businesses that struggle with coming to grips with their customer engagement responsibilities. Today’s consumers do not demand satisfying customer support; they want sustained engagement that delivers a more fruitful and richer customer experience.

This can be challenging for many businesses, but not if you leverage cloud computing’s immense potential. With the cloud, you can:

Optimize Your Frontline

The people in your frontline (aka a group of people often in touch with your clients) need to collaborate with each other and the people handling the back-end processes. This enables them to efficiently care for customer feedback and queries.

Cloud technology simplifies the process. More service providers are offering radical cloud-based engagement solutions that help companies seamlessly manage their customer service efforts.

Gain Immediate Access to Consumer Data

The cloud offers a single platform for consumer data and any authorized person can gain immediate access wherever, whenever they are. For instance, cloud-hosted call centers integrate with customer relationship management (CRM) software, so agents can get customer information immediately when needed.

With the help of analytics, you can analyze customer data to create strategies targeted to a specific consumer need. This allows you to deliver a better customer experience. For example, if a group of customers has shown interest in one of your services (as displayed in the consumer data results), you can create new strategies related to those services.

Focus on Customer Loyalty

Every step taken in the customer support process involves data analysis. This information carries details that are helpful in creating consumer loyalty for your brand, products and services. But before you achieve customer loyalty, you’ll have to improve on your customer service in every way possible. Here’s where information related to customers becomes powerful in fulfilling your consumer’s needs.

Consider this: a customer tries to find a solution with your customer service. They don’t. Instead, they find the solution themselves after substantial efforts. They are unlikely to seek your customer service the next time. But if your customer service is more streamlined and smooth, it can easily address consumer concerns.

Provide More Personalized Customer Experiences

The cloud is a fast and flexible technology that supports data saving and retrieval without much effort needed. It can also give you a better idea of what the customer wants, how they want you to serve them, and how you can earn their trust. Cloud-based servers hold information that helps you know customers individually and personally, which enables you to serve them with a more personalized customer experience.

The cloud is the best place to be for businesses that want to impress customers and keep them for long. To learn more about potential cloud solutions, get in touch with eVerge Group today to learn more.

The Cloud & Customer Service: Why They Work Together

February 11, 2021

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