How cloud technology has changed the customer experience

The cloud is helping companies across the world to run their operations more efficiently. But, perhaps the most significant shift that has come about because of the growth in cloud technology is how the customer experience has changed. Today’s technology is an enabler that has put the customer at the very heart of their interactions with your service-led business.

Historically of course, for many businesses, the customer existed at the periphery. It was the organisation that was the primary focus when it came to discussions about day-to-day operations and growth. But thanks to the cloud, the situation has been flipped. Today, the customer is the primary concern for most businesses and making their experience a positive one is no longer an option. As a result, service models have changed beyond all recognition.

How the cloud can help you deliver a better service

While the sheer number of calls received by a call/support centre can make the provision of excellent customer service difficult, cloud-based technology permits proactive customer service by taking over basic, automated tasks. For example, today’s customers demand a higher level of service, and they expect to be regularly updated. But, without extending your opening hours, it is difficult to provide 24/7 access to information. As such, more and more businesses are investing in client dashboards, portals and updates to provide access to all the latest service and performance reports. This solution frees your customer-service employees to deal with more complex issues and provide more proactive support.

At the same time, the cloud is delivering a more personalised customer experience. Everyone has their own unique needs and priorities, so providing a one-size-fits-all service with stock answers only leads to frustration. But with the cloud, it is possible to glean a deeper insight into each customer’s needs, and tailor your service and support accordingly.

Furthermore, the cloud has created a culture of continuous customer service innovation. Indeed, because it is scalable, it’s easy to deploy frequent upgrades that enhance the customer experience. And to integrate improvements based on feedback from your customers.

What’s more, by automating processes, the cloud can help your engineers and other mobile workers to become more productive. Jobs are responded to more swiftly, problems identified sooner, and communication between customers, support staff, and engineers enhanced. So your employees get to your customers faster, with the right information and equipment needed to do the job at hand. The cloud also helps to reduce the likelihood of human errors. Both of these factors will result in better service levels. And, the better your service, the more your business is seen in high regard, and the more new customers you will attract.

Of course, all of this leads to happier customers. And, happier customers are likely to result in repeat business (and those all-important word-of-mouth recommendations). But that’s just one of the ways that the cloud is helping service-led organisations to make more money.

For example, while many companies focus their efforts on attracting new customers, the cloud makes it easy to track and predict when a product might require maintenance and/or replacement. So you can reach out at the very moment a sale is most likely to happen.

The cloud can also help you to complete jobs quicker; with software that allows you to get the job done, invoice, and move on to the next one as quickly as possible. Job tracking software, route optimiser software, scheduling software and mobile worker apps all help you to provide a fast and seamless service.

Today the cloud is not only driving the service orientated economy, but it’s also revolutionising it. For more information on how our software can help make your customers happy, contact us today for an informal chat.

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