27 Jun, 2019 Up In The Cloud: How Contact Centers Are Taking Advantage of Cloud-Based Software
Contact centers are constantly looking for different ways to improve efficiencies and take advantage of the latest and greatest technologies. That being said, too many of these operations have yet to take the necessary steps toward the future and are lagging behind with old software, technologies, and processes that are inhibiting their customer’s experience.
So, what is the next step? Cloud-based contact centers are the industry standard for communication tech (so if you don’t have one then SURPRISE! you’re way behind). Compared to the traditional legacy contact center where your platform options are limited and restraints are around every corner, cloud-based software takes the headache away. Newer channels like Facebook Messenger, SMS, or other social media platforms may not be accessible on older contact technologies.
A big issue we see commonly going on in the contact center arena is that companies are willing to take on a cloud-based solution, but only in a few areas. Why is this a problem? Well, you end up with too many separate systems that aren’t able to communicate or operate with one another effectively. Essentially, you’re welcoming silos into your operation. This is a big red flag.
New and improved cloud-based API’s are changing the game for the better. The ability to add new channels, features, and make changes on the go gives contact centers more freedom to grow and evolve with the changing tides of the customer experience — allowing you to never skip a beat.
But let’s not just talk about it, let’s dive into all of the ways you can use cloud-based customer experience to your advantage and start exceeding your customer’s expectations.
Revolutionize Your Customer Experience
We’re constantly doubling down on the importance of the customer experience, and that’s because it really does matter.
The customer experience has definitely taken over as the directing force in contact center operations. However, it’s also a pretty unforgiving ecosystem. Your customers have high expectations about how and when a contact center representative addresses their inquiry. If they call in or message on chat — they don’t want to be waiting around for an answer.
So what do you risk if you provide your customers with an inadequate experience? Well, poor customer experience can result in losing current clientele, receiving bad word of mouth or negative reviews.
We know that most, if not all contact centers strive to provide an excellent experience for their customers. However, outdated systems inhibit their ability to get the job done and inevitably hurt their customers down the line. All of this can come back to bite, as customers jump ship for the competition and revenue subsequently falls. The ability to take advantage of a robust cloud-based API allows you to collect data from a variety of channels and platforms — giving you the insight you need to create a custom experience like no other.
Develop An OmniChannel Approach
Today’s contact centers are no longer limited to just phone interactions with the customer. No, nowadays it’s become commonplace for customers to reach out via their own preferred means of communication. Anything from social media platforms and chat messaging to forums and SMS text applications is fair game.
So what does this mean for your contact center? Well, for those that may be living in the past — it’s probably time to transition to cloud-based software. This not only takes care of the varying communication channels that are popping up left and right but also prepares you for the future where new channels may emerge.
It also allows for more seamless integrations with contact center representatives, more transparency, and better communication with the customer. For example, if a customer submits an inquiry or a complaint via web-chat and their issue isn’t able to be resolved — perhaps a phone conversation better suits their needs. But once on the phone, a customer doesn’t want to regurgitate all of the previous information they have submitted via web-chat. Having an omnichannel approach creates a much smoother transition where information from other communication channels is readily at hand for an agent so they don’t have to miss a beat.
Perform, Track, Change, Track Again
We all know the power of data and analytics. If the customer experience is the destination, then the data you collect would be the map. It helps you determine exactly how you’re going to get to your ideal objective and exceed the expectations of your customers.
But to collect all of that data, you’re going to need to test out new solutions and gather data in the form of customer feedback. The information you collect here will help you make choices on where you can improve, what you can eliminate, and varying ways you can pivot your direction to better suit the customer. It’s all about testing and collecting necessary data.
Cloud-based software allows you to collect even more data and pivot far easier than traditional systems. These systems are created with analytics in mind so that you can keep moving closer and closer to your customer experience goals.
Stop Worrying About Scalability
Cloud-based software gives you peace of mind and the freedom to scale if needed. Too many licenses or anchoring yourself to specific hardware can weigh you down, whereas the cloud provides absolute autonomy with your decisions.
If you’re looking to create new communication channels on chat or video, maybe even social media, it’s no problem at all with cloud-based software. You’re also able to continue adding agents or even scaling down on agents without any penalty to your software because cloud-based API’s automatically scales with you. Real-time adjustments are a breeze and you can expand or contract as needed whenever you feel necessary.
You’re not stuck with any hardware or software, you can pay as needed and get the solutions that are right for your customer’s experience.
Take Control Of Your Roadmap
This one may seem like beating a dead horse, but it’s an important factor. Your roadmap always leads back to the customer experience, and with cloud-based software, you’re able to have even more control over your roadmap.
Hopefully, you have a pretty solid idea of the type of customer experience you want to create. Well, the freedom to design this roadmap with this type of software is pretty unmatched at this point in time. Cater your capabilities, processes, and solutions to fit the needs of your customer.
Your roadmap is, well, your map. The more avenues and routes you have available to reach your desired destination is crucial. This is especially true in an era where customers are going off the traditional course and expecting your support centers to meet them where they are at.
A Cost Effective Solution
All of this cloud-based software stuff sounds like a pretty expensive solution when in reality it’s going to save you money. Think about all of the money that gets tossed down the drain with expensive hardware — with the cloud, you’re free from all of that cost.
We also mentioned this a bit with our section on scalability, but it also contributes to cost savings. if you’re able to open up new avenues of communication without reaching into your wallet for hardware or siloed software applications, you’re able to save on cost with your operation.
This isn’t even accounting for the potential investment in the customer. Providing an optimal customer experience is going to help you not only retain the customers you have but open new doors to potential revenue.
Take To The Cloud
Even with all of these benefits, you might still have your doubts or maybe even some questions. We’ve been deploying cloud-based solutions for quite some time now, and are confident enough to provide you with the answers you’re looking for.
If you’re interested in what cloud-based software can provide, feel free to contact us.