Companies Turning To The Cloud To Meet Increased Customer Expectations

Companies Turning To The Cloud To Meet Increased Customer Expectations

How Companies Are Increasingly Turning to Cloud to Meet Increased Customer Expectations

With rising customer choice, comes increased expectations. E-Commerce and the explosion of mobile internet have heightened customer expectations of online options. Customers demand access on any device, from anywhere and at any time. They expect quick response times, whether on the phone, online, and especially via social media channels. With constant online activity permeating all facets of life, customers expect an online experience that caters to their specific needs.

So how can businesses react to meet these heightened customer expectations? The answer is in the cloud.

The article will present 5 ways you can use the cloud to meet your customers’ needs.

#1. A Personalized Experience:

Customers remember each interaction that they’ve had with a brand. Because of the evolution of data, customers expect that each business remembers them, as well. The cloud is extremely useful in tracking and sharing customer information internally to ensure the best possible experience for the consumer. Mohit Gupta, Research Analyst on Customer Service explains, “The platform automatically pulls up customer information and displays it to the support agent before the interaction begins. This enables agents to quickly identify the customer, verify service entitlement, and offer a personalized experience based on customer preferences, demographics, profile, language, etc.

Online Support When And Where It’s Needed:

Modern-Enterprises

Many customers who need support the most grow tired of reaching out to help lines, only to find that their problems continue. While this isn’t a circumstance that customer service managers want, reaching out to these unsatisfied customers is an excellent way to improve customer relations. The cloud can be used to alert your service team to problems that they wouldn’t be otherwise aware of.

The ability to engage an unsatisfied customer over social media when they are discussing brand dissatisfaction with their friends reflects well on a business. This proactive approach, which can come in the form of a tweeted apology or an invitation to personally address their issue, creates a positive impression: f a company that cares about each customer individually. This can be a powerful marketing tool.

Support Across All Channels:

The ways that customers expect to be able to interact with your company are growing and changing as time passes. In the past, many businesses were able to provide adequate support over the phone, and many customers connected with companies through their land line service. Today, however, a customer on a smartphone may find it more convenient to use social media and to seek support through your Facebook page. From their point of view, this is just a more convenient way to use their phone in order to get the support they need. From a business standpoint, the infrastructure and training necessary to communicate effectively, and publicly, with customers in need of support is very different.

It’s becoming vital for any business that handles their customer support through social media and mobile channels to ensure that the information given out is accurate and reflects the company’s messaging. Cloud computing can be used internally, in order to build a real-time list of best practiced gleaned from actual customer interaction and help to evolve responses in an intelligent way.

Mobile Accessibility

Not only is providing support across all channels a customer service priority, but providing support across all devices is as well. Every business should have the infrastructure in place to make the consumer’s mobile experience pleasant. Previous models focused on providing the same experience to consumers across all devices, but it’s becoming more important to provide a tailored experience based on the device.

For instance, a consumer seeking information regarding contact information for customer support on their cell phone may prefer to have the phone number, and Twitter contact information emphasized while one using a tablet or computer might prefer to use chat, e-mail, or Facebook. A strong website back-end powered by cloud technology can easily generate platform-dependent experiences in order to give customers a more pleasant and convenient experience.

Leveraging Big Data

The technology exists to collect and track in-depth information about a customer’s buying habits- through previous purchases, their current satisfaction with your brand as shown on social media, and what impact that’s created on their friends and family. The cloud is a powerful tool in the hands of a customer service manager, and companies who leverage it will satisfy more customers, engage with more potential customers, and keep clients that they’d otherwise lose. Big Data tracks complex information such as buying habits and customer satisfaction, so that it can then be examined in the context of the relationship between these data points and how they impact other consumers who interact with existing customers. Cloud-connected companies who use the tools at their disposal will continue to make a larger, more positive impact on their customer base.

By Omri Erel

Marketing director at WalkMe and lead author of SaaS Addict

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

Sorry, comments are closed for this post.

Shadow IT To Remain A Focus For Both Cloud Vendors And CIOs

Shadow IT To Remain A Focus For Both Cloud Vendors And CIOs

Shadow IT To Remain A Focus Shadow IT, a phenomenon defined as building internal IT systems without the official organizational approval has been a growing concern for CIOs over the last few years. In 2015, it climbed to the top of the list of the emerging IT threats, with as much as 83% CIOs reporting…

What Top SaaS Vendors Do To Ensure Successful Onboarding

What Top SaaS Vendors Do To Ensure Successful Onboarding

What Top SaaS Vendors Do I am not going to mention names in this article, but if you want to be the best, you must look at what the best do – and do it better. The importance of investing in SaaS onboarding can be easily overlooked in favor of designing efficient and powerful software…

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…

Consequences Of Combining Off Premise Cloud Storage and Corporate Data

Consequences Of Combining Off Premise Cloud Storage and Corporate Data

Off Premise Corporate Data Storage Cloud storage is a broad term. It can encompass anything from on premise solutions, to file storage, disaster recovery and off premise options. To narrow the scope, I’ve dedicated the focus of today’s discussion to the more popular cloud storage services—such as Dropbox, Box, OneDrive—which are also known as hosted,…

The Big Data Movement Gets Bigger

The Big Data Movement Gets Bigger

The Big Data Movement In recent years, Big Data and Cloud relations have been growing steadily. And while there have been many questions raised around how best to use the information being gathered, there is no question that there is a real future between the two. The growing importance of Big Data Scientists and the…

The Future of M2M Technology & Opportunities

The Future of M2M Technology & Opportunities

The Future Of The Emerging M2M Here at CloudTweaks, most of our coverage is centered around the growing number of exciting and interconnected emerging markets. Wearable, IoT, M2M, Mobile and Cloud computing to name a few. Over the past couple of weeks we’ve talked about Machine to Machine (M2M) such as the differences between IoT and…

Internet Of Things – Industrial Robots And Virtual Monitoring

Internet Of Things – Industrial Robots And Virtual Monitoring

Internet Of Things – Industrial Robots And Virtual Monitoring One of the hottest topics in Information and Communication Technology (ICT) is the Internet of Things (IOT). According to the report of International Telecommunication Union (2012), “the Internet of things can be perceived as a vision with technological and societal implications. It is considered as a…

Cloud Computing Checklist For Startups

Cloud Computing Checklist For Startups

Checklist For Startups  There are many people who aspire to do great things in this world and see new technologies such as Cloud computing and Internet of Things as a tremendous offering to help bridge and showcase their ideas. The Time Is Now This is a perfect time for highly ambitious startups to make some…

Cloud Security: The Top 8 Risks According To ENISA

Cloud Security: The Top 8 Risks According To ENISA

Cloud Security Risks Does security in the cloud ever bother you? It would be weird if it didn’t. Cloud computing has a lot of benefits, but also a lot of risks if done in the wrong way. So what are the most important risks? The European Network Information Security Agency did extensive research on that,…

10 Trending US Cities For Tech Jobs And Startups

10 Trending US Cities For Tech Jobs And Startups

10 Trending US Cities For Tech Jobs And Startups Traditionally actors headed for Hollywood while techies made a beeline for Silicon Valley. But times are changing, and with technological job opportunities expanding (Infographic), new hotspots are emerging that offer fantastic opportunities for tech jobs and startup companies in the industry. ZipRecruiter, an online recruitment and job…