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. 

About CloudTweaks

Established in 2009, CloudTweaks is recognized as one of the leading authorities in connected technology information and services.

We embrace and instill thought leadership insights, relevant and timely news related stories, unbiased benchmark reporting as well as offer green/cleantech learning and consultive services around the world.

Our vision is to create awareness and to help find innovative ways to connect our planet in a positive eco-friendly manner.

In the meantime, you may connect with CloudTweaks by following and sharing our resources.

View All Articles

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

E-Commerce Advances For Savvy Marketers

E-Commerce Advances For Savvy Marketers

Digital Marketing Platforms Advertising and marketing techniques have progressed rapidly in the last decade with both channel focus and the direction of content shifting considerably due primarily to advances in cloud technology. Gartner’s Magic Quadrant for Digital Commerce 2016 singles out a few ecommerce providers who are topping their sector in both ability to execute…

The Lighter Side Of The Cloud – Energy Battle

The Lighter Side Of The Cloud – Energy Battle

By David Fletcher Please feel free to share our comics via social media networks such as Twitter, Facebook, LinkedIn, Instagram, Pinterest. Clear attribution (Twitter example: via@cloudtweaks) to our original comic sources is greatly appreciated.

Recent Articles - Posted by
Cloud Comings and Goings

Cloud Comings and Goings

Cloud Power Amazon Web Services – the giant of cloud computing – is on track to do $10 Billion in revenue this year. Yet, rumors swirl that Apple may take a huge chunk of business away from them and Dropbox has definitely left AWS. Is something wrong at AWS? Wait, Salesforce.com (SFDC) – the granddaddy of…

Digital Transformation: Not Just For Large Enterprises Anymore

Digital Transformation: Not Just For Large Enterprises Anymore

Digital Transformation Digital transformation is the acceleration of business activities, processes, and operational models to fully embrace the changes and opportunities of digital technologies. The concept is not new; we’ve been talking about it in one way or another for decades: paperless office, BYOD, user experience, consumerization of IT – all of these were stepping…

Connecting the Digital Dots with the Internet of Things

Connecting the Digital Dots with the Internet of Things

The IoT Explosion In The Cross-Industry Category Gartner estimates that 6.4 billion Internet of Things (IoT) devices will be in use in 2016, nearly a third more than last year, and with attentive patrons such as Samsung, recently committing to invest $1.2 billion into IoT research in the US over four years, we can happily…

The Future Of Work: What Cloud Technology Has Allowed Us To Do Better

The Future Of Work: What Cloud Technology Has Allowed Us To Do Better

What Cloud Technology Has Allowed Us to Do Better The cloud has made our working lives easier, with everything from virtually unlimited email storage to access-from-anywhere enterprise resource planning (ERP) systems. It’s no wonder the 2013 cloud computing research IDG survey revealed at least 84 percent of the companies surveyed run at least one cloud-based application.…

Cloud Infographic: The Future of File Storage

Cloud Infographic: The Future of File Storage

 The Future of File Storage A multi-billion dollar market Data storage has been readily increasing for decades. In 1989, an 8MB Macintosh Portable was top of the range; in 2006, the Dell Inspiron 6400 became available, boasting 160GB; and now, we have the ‘Next Generation’ MacBook Pro with 256GB of storage built in. But, of course,…

5 Predictions For Education Technology

5 Predictions For Education Technology

Education Technology Although technology has fast influenced most sectors of our world, education is an area that’s lagged behind. Many classrooms still employ the one-to-many lecturing model wherein the average student is catered for while a few are left behind, and others bored. Recently, there’s been a drive to uncover how to use technology successfully…

Cloud Infographic – The Data Scientist

Cloud Infographic – The Data Scientist

Data Scientist Report The amount of data in our world has been exploding in recent years. Managing big data has become an integral part of many businesses, generating billions of dollars of competitive innovations, productivity and job growth. Forecasting where the big data industry is going has become vital to corporate strategy. Enter the Data…

Using Big Data To Make Cities Smarter

Using Big Data To Make Cities Smarter

Using Big Data To Make Cities Smarter The city of the future is impeccably documented. Sensors are used to measure air quality, traffic patterns, and crowd movement. Emerging neighborhoods are quickly recognized, public safety threats are found via social networks, and emergencies are dealt with quicklier. Crowdsourcing reduces commuting times, provides people with better transportation…

Cloud Computing Then & Now

Cloud Computing Then & Now

The Evolving Cloud  From as early as the onset of modern computing, the possibility of resource distribution has been explored. Today’s cloud computing environment goes well beyond what most could even have imagined at the birth of modern computing and innovation in the field isn’t slowing. A Brief History Matillion’s interactive timeline of cloud begins…

The Internet of Things – Redefining The Digital World As We Know It

The Internet of Things – Redefining The Digital World As We Know It

Redefining The Digital World According to Internet World Stats (June 30th, 2015), no fewer than 3.2 billion people across the world now use the internet in one way or another. This means an incredible amount of data sharing through the utilization of API’s, Cloud platforms and inevitably the world of connected Things. The Internet of Things is a…