The Benefits of a Cloud Contact Center
Bad customer service is costing American businesses billions of dollars. A 2016 report by Forrester Research found that 73 percent of respondents said valuing their time is the most important thing a business can do to provide exemplary customer service, and 53 percent of customers will not complete an online purchase if they can’t get quick answers to their questions.
A crucial tool businesses can use to make the customer service process more efficient is a cloud contact center. This comprehensive software runs a contact or call center, and users can access it from any device, including desktop computers, tablets and smartphones. Cloud contact centers allow businesses to offer immediate support, giving customers satisfaction that the business is listening and working on a solution. Since two-thirds of consumers will spend more with a company they feel provides excellent customer service, according to the 2012 Global Customer Service Barometer for American Express, wowing your customers is an essential component of maintaining and growing your business. Voice and digital response units that work with cloud technology can also help provide stellar customer support in various ways.
Better Organization
Storing customer service interactions and customer information in the cloud allows a team to operate 24/7 to monitor query progress and more accurately update support queues. A cloud contact center allows customer support members to keep track of every interaction, so the next person who communicates with the customer is fully aware of all their needs and can better assist them.
A cloud contact center also automatically backs up customer data, so even in the event of hardware theft or damage from a natural disaster, all information is stored safely and securely and is accessible from any device, so support never has to be stalled.
Improved Analytics
Cloud contact center software builds your customer care capabilities for you, including inbound, outbound and blended voice interactions. Since all communications are stored in one place, including the amount of time spent completing tasks and results driven from interactions, a cloud contact center allows businesses to analyze areas for improvement and better optimizes future successes. The cloud allows businesses to store and analyze customer support provided in areas such as in-person interactions and social networks, giving businesses a way to synthesize data across all channels in one interface.
Customer service in the cloud also provides powerful demographic data, showing businesses when customer service is contacted the most and from where, allowing enterprises to better staff their teams. The cloud contact center allows businesses to input preferred languages spoken by the customers who called, preferred times of days they want to receive customer support and preferred methods of contact, so future customer support interactions can provide personalized results that achieve a more positive sentiment.
Cost Savings
Moving your customer care data to the cloud helps save on costs, since the cloud contact center is managed on secure servers by professionals, requiring less in-house IT support. The software has automatic backup for hardware devices that may be lost, damaged or stolen, and it gives employees the ability to work on their own devices, saving money on additional tech costs.
Because of improved efficiency and work-from-anywhere capabilities, a cloud contact center also allows businesses to train remote customer care team members and outsource tasks. This saves on training and physical space costs, without sacrificing immediate customer support capabilities or the security of precious customer data.
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