How Cloud Has Transformed The Customer Support Business

How Cloud Has Transformed The Customer Support Business

How Cloud has transformed the Customer Support Business

Nowadays almost any type of software you can imagine is available to use straight from the cloud. People are longer needed to install the software as it happened only a few years ago, because the data is streamed right on their browsers. There’s no need to mention how many benefits this brings up, but it can be quite useful to have a look at how this shift affected customer support and the related user voice. To put it straight up, during the last years customer support has radically shifted from software delivery to the customers’ ability of being heard.

Next, we’ll provide you with a more in-depth analysis over the ways in which cloud has transformed customer business support:

Customer Portability 

One of the most important ways in which the cloud has revolutionized customer support is through the re-introduction of subscription billing. Where business consumers once used to pay lots of money straight ahead for a software piece, they now simply rent it month after month.

This change brings up two interesting consequences:

1. The customers can do extensive trials for a tiny price
2. They are free to cease using the product (and cancel their subscription) whenever they wish

The result is that customer satisfaction has become of utmost importance to fulfill, and thus customer support has quickly turned into an essential arsenal tool to have.

Try Before Buying 

Customer support is absolutely critical during the trial evaluation period of a software piece. Nowadays, most software packages offer extended testing periods, for the sole purpose of giving the customer enough time to consider if that software is useful for his purpose or not.

During this trial period, the support team gains a very important role, since he is the one responsible for driving customer revenue.

Insight on How Customers are using the Software 

Software which is set-up at the customer site can pose many downsides, but one of the biggest of them is that you rarely have any Intel on how your customers are using your software. While it’s often possible to integrate logging functions into it, it used to be often quite difficult (if not impossible) to gain access to this type data.

Cloud-based applications make it very easy to monitor and interact with your users by their nature. It’s now a lot easier to tell how customers are using the product, what features they rely on most often, and how much of their time they spend within it.

For customer support, this makes it a lot easier to register error and activity logs and trace down the origin of the issue. No longer has the customer had to send an e-mail log file or allow remote administrator access, since everything is available right from the cloud.

Unicode Base 

One of the biggest problems with installed software is that customers had to update it way too often. For any minor bug fix, a new version would require to be released, and users had to resign installing it. However, with cloud technology this is no longer needed, since every time a customer reports an issue it is immediately transferred to the development team where it can be fixed right away. This fact has greatly eases the work of customer support, which was mainly responsible for telling users why these regular upgrades were required.

Enhanced Customer-Vendor Relationship 

In the past, customers who were unhappy about their purchase had the sole option of telling their friends about it, but not much else. On the other hand, the big boost in social media development nowadays has increased the customer’s potential of speaking out their frustration. Because of this, the customer-vendor relationship has changed in itself. The customer support departments are no longer rewarded as simple help tools, but also as long-term marketing departments.

These are the main changes that cloud technology has brought to customer support. However, there are also some tools to help with customer care. Many of them are in the cloud, which makes them easy to adopt and more user-friendly than ever.

crowd-funding

They encourage self-service, crowdsourcing, live chat and monitoring of social media as well as social customer service.

Here are the most important of them:

Salesforce 
Salesforce is a marketing, sales, and service app, which specializes in providing users a better and more enhanced support as they browse through your site.

Zoho 
Zoho offers various tools for enhancing your online campaign. They provide a word processor, a presentation tool, a spreadsheet application, plus a few more site-managing tools.

WalkMe 
WalkMe enables you to simplify the browsing experience for your users and eliminate any further confusion which might occur. It’s like enhancing your website with a GPS which swiftly guides the users’ navigation throughout your site.

LivePerson 
LivePerson is a tool which allows you to create real-time connections with your customers and help increase your customer conversion rate.

ZenDesk 
ZenDesk is a company which provides support ticket and customer service software solutions. They provide a 30-day free trial which allows you to accommodate yourself with their web-based solutions.

NanoRep 
NanoRep is a self-learning customer support tools which can help to increase customer conversion with up to 20%. It works by adding a “Have a Question?” widget to your site. Once users enter their queries, they are automatically given an answer from the application’s database right away.

From all of these companies established purely to help the customer while using cloud technology, we can see that it’s very much a vital part of the business.  It has certainly transformed the customers experience and enabled further brand loyalty that goes beyond the product itself, but because of the ease of use.

By Stefanie Amini,

Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system.  She is chief writer and editor of I Want It Now, a blog for Customer Service Experts. 

Follow Us!

CloudTweaks

Established in 2009, CloudTweaks.com is recognized as one of the leading authorities in cloud computing information. Most of the excellent CloudTweaks articles are provided by our own paid writers, with a small percentage provided by guest authors from around the globe, including CEOs, CIOs, Technology bloggers and Cloud enthusiasts. Our goal is to continue to build a growing community offering the best in-depth articles, interviews, event listings, whitepapers, infographics and much more...
Follow Us!

3 Responses to How Cloud Has Transformed The Customer Support Business

  1. donnaseyle #Cloud & #Retail consumer purchase models have a lot to teach modern #legal community – ready or not! #value premise has shifted

Join Our Newsletter

Receive updates each week on news, tips, events, comics and much more...

Can I Contribute To CloudTweaks?

Yes, much of our focus in 2015 will be on working with other influencers in a collaborative manner. If you're a technology influencer looking to collaborate long term with CloudTweaks – a globally recognized leader in cloud computing information – drop us an email with “tech influencer” in the subject line.

Please review the guidelines before applying.

Contributors

Cloud Infographic – Wearable Tech And Preventative Healthcare

Cloud Infographic – Wearable Tech And Preventative Healthcare

Wearable Tech And Preventative Healthcare There are so many exciting new opportunities available to utilize wearable technology in the future.  Areas such as nanotechnology disease monitoring, crowdfunding to wearable accessories are some excellent examples of the potential. Estimates vary, but appear to suggest that the market will produce between $14-50 Billion over the next few years. Included below

Ten Tips For Successful Business Intelligence Implementation

Ten Tips For Successful Business Intelligence Implementation

Ten Tips for Successful Business Intelligence Implementation The cost of Business Intelligence (BI) software goes far beyond the purchase price. Time spent researching, implementing, and maintaining your BI investment can snowball quickly and mistakes are often expensive. Your time is valuable – save it by learning from other businesses’ experiences. We’ve compiled the top ten

Knots And Cloud Service Providers

Knots And Cloud Service Providers

How Do These Two Compare? In Boy Scouts, I learned how to tie knots. The quickest knot you can tie is the slipknot. It’s very effective for connecting one thing to another via the rope you have. It was used in setting up tents, mooring boats to docks temporarily and lifting your food up into

Aggregated News

Popular News Sources

Big Data Is Entering the Age of Aquarius

Big Data Is Entering the Age of Aquarius

Suddenly, I realized: fluids are in, animals are out. The big data ecosystem has given up on its elephants, impalas and pigs in favor of aquatics.  Perhaps, the shift started with “data lakes,” or, perhaps, data lakes just reflected the state of big data (pun intended). Or maybe, Cascading was the one that signified the

Hewlett-Packard Company On-Demand Webinar

Hewlett-Packard Company On-Demand Webinar

Shifting Workloads and the Server Evolution Learn more about the latest industry trends and the challenges customers are talking about. Every ten to fifteen years, the types of workloads servers host swiftly shift. This happened with the first single-mission mainframes and today, as disruptive technologies appear in the form of big data, cloud, mobility and

Microsoft, The Government And Privacy

Microsoft, The Government And Privacy

Microsoft, The Government And Privacy But European companies can’t afford to get complacent if they have any tied to the US Apple, Cisco, Verizon and AT&T are considering joining Microsoft’s battle against the US government to safeguard customers’ privacy – but European corps should also take note.… Read the source article at The Register About