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

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!

Sorry, comments are closed for this post.

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 with CloudTweaks – a globally recognized leader in cloud computing information – drop us an email with “tech influencer” in the subject line.

What is the 12/12 Program?

This program is designed to better handle the thousands of requests we receive from people looking to submit articles. The 12/12 program is the commitment of 12 articles delivered over a 12-month period.  

Wait! What if I just want to submit one article?

Our popular pay as you go sponsorship program provides the flexibility to submit as you wish and is designed for all budgets.

Contributors

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

What Ever Happened To Google Glass?

What Ever Happened To Google Glass?

What Ever Happened to Google Glass? It was supposed to be the next big thing in tech so where did it go? Last year you could not go anywhere without hearing about some insane new use for the product and now it seems to have vanished in a plume of smoke. A Lackluster Rollout Back

Posted on by

Big Data

To Have and Have Not: Big Data Initiatives In Developing Countries

To Have and Have Not: Big Data Initiatives In Developing Countries

Big Data Initiatives In Developing Countries The poor of the developing countries are becoming increasingly connected, to the point where they too are part of the Big Data revolution that’s happening across the globe. It didn’t come with laptops, though, as some supposed it would. Whereas it costs a fortune to connect broadband to a

Big Data In Your Garden: Initiatives For Better Understanding Nature

Big Data In Your Garden: Initiatives For Better Understanding Nature

Big Data in Your Garden Big Data and IoT initiatives are springing up all across the globe, making cities, protesters–and just about everything else–smarter. However, thus far there’s been little attention paid to the interactions between these bizarre technologies and living things other than humans. Biology, that is, human biology is one field where Big

Who Holds the Key to the City: Big Data and City Management

Who Holds the Key to the City: Big Data and City Management

Big Data and City Management Cities like New York, Madrid, and especially Rio de Janeiro are augmented with Big Data-powered initiatives that range from combating crime with predictive analytics (New York & Madrid) to providing real-time data for improved management. Although Big Data is no panacea and is mainly used in conjunction with a greater

Internet of Things

Where’s the Capital of the Internet of Things?

Where’s the Capital of the Internet of Things?

Where’s the Capital? We all know the capitals of fashion are London, New York and Paris, while the capital of film is Hollywood (or Bollywood!) – but what’s the new capital of the internet? Specifically, the internet of things? The answer – according to new research by Ozy – might surprise you. It’s not Tokyo, Seoul,

Smart Cities – How Big Data Is Changing The Power Grid

Smart Cities – How Big Data Is Changing The Power Grid

Smart Cities And Big Data As Anthony Townsend argues in his SMART CITIES, even though the communications industry has changed beyond recognition since its inception, the way we consume power has remained stubbornly anachronistic. The rules of physics are, of course, partially to blame, for making grid networks harder to decentralize, as opposed to communication

Aggregated News

Popular News Sources

Microsoft to enter the STRUGGLE of the Human Wrist

Microsoft to enter the STRUGGLE of the Human Wrist

It’s not just a thumb war, it’s total digit war The battle for the future of the human wrist entered a new phase on Monday after it was claimed that tech goliath Microsoft is planning to release its own wearable computer in the coming weeks.…Read the source article at The Register About Latest Posts Follow

Standards Organization ISO Takes on Cloud Computing Standards

Standards Organization ISO Takes on Cloud Computing Standards

Given the quality differences in different cloud services and issues of compatibility, ISO, the world’s best known standards body has issued two standards related to cloud computing…. Read the source article at Web Host Industry Review About Latest Posts Follow Us!CloudTweaksEstablished in 2009, CloudTweaks.com is recognized as one of the leading authorities in cloud computing

IBM Paying $1.5 Billion to Shed Its Chip Division

IBM Paying $1.5 Billion to Shed Its Chip Division

IBM will pay $1.5 billion to Globalfoundries in order to shed its costly chip division. IBM will make payments to the chipmaker over three years, but it took a $4.7 billion charge for the third quarter when it reported earnings Monday. Read the source article at Mashable About Latest Posts Follow Us!CloudTweaksEstablished in 2009, CloudTweaks.com is