Did you know that businesses are losing more than $75 billion every year due to poor customer service? That’s up $13 billion since its last report in 2016. – Forbes
Your organization may have the best product and service in the market, but if it is poor at post-sale customer service and support, that will become the niggling memory your customers will have about your company.
Customer behaviour and experience are directly related to customer profitability and brand perception, and that is why meeting the demands of the customers becomes very important for customer retention.
Not to forget, with the outburst of digital marketing and the proliferation of social media, the demands of customers have increased significantly. Which means if your business is not minimizing the number of contact points and increasing the rate at which issues are resolved, your customers will need something to vent their frustration at and the consequences could be even more damaging.
The good news is there is a solution to this problem. As the global market continues to grow, cloud contact center solutions become the robust tool for increasing customer satisfaction and delivering superior customer experiences. Indeed, a market research and analysis report predicted that the cloud-based contact center market is expected to reach USD 33.296 billion by 2024.
With the promise of great first call resolution, improved efficiency, scalability, predicting customers’ needs and lower costs to companies, cloud solutions are the best bet for businesses looking to improve their customer service practices with maximum productivity and efficiency.
Check out the key benefits of a cloud contact center and how it can increase sales and customer satisfaction.
Speedy Deployment
Since technology deployment in an on-site data center is challenging, businesses must opt for cloud-based contact centers. As no infrastructure is needed for their deployment, the entire setup can be done at a much faster pace.
Let me break it down for you.
Let’s take a company’s IT team for an example. For the team to work efficiently, it must have storage resources, necessary configuration, bandwidth, new technology testing, and application required to install. This complicated process can sometimes take months for its completion. However, with cloud-based center solutions, everything can become convenient, and deployment time could be just cut to a few hours.
The contact center just needs to access the applications, and you are good to go. Not just that! There is no need to install hardware, since resources can be supplied in just a few clicks.
Superior Customer Experiences
The agents who take the customers’ call are the voice of the company. If the customers’ needs and queries aren’t addressed timely, it may lead to frustration and eventually, loss of the customer. A cloud-based platform paired with an IVR system can help route the customers’ call more efficiently. An IVR can route calls to suitable agents to help them with technical and other issues.
This way, the customers can notice the efficiency of a business handling their case. And when skilled agents work with greater efficiency, superior customer experiences are the natural result.
Enhanced Security
Cloud contact center solutions offer the tremendous advantage of enhanced security. Hybrid cloud solutions, give companies private cloud to secure their sensitive data, on the other hand, providing them public cloud at a reduced cost for less sensitive data.
There’s much more to it.
During frequent power outages, cloud solutions offer better disaster recovery than on-premise solutions. Unlike on-premise solution, cloud solutions provide supreme operational functionality, connecting agents to customers through mobile devices so that the business workflow is not impacted.
Scalability and Flexibility
Cloud contact center solutions can help companies in scaling up and down, based on business requirements and customer traffic. For example, when a company faces a larger volume of cases than normal, they may need additional agents to keep up with the customer traffic. And this is where cloud contact center comes in the picture. It can help businesses with their massive data center, hence, allowing instant unlimited scalability.
Increased speed to market
Since cloud contact centers don’t need hardware installation, companies can get them running and benefit from them in a relatively shorter timeframe. Hence, the entire contact center can be operational very quickly, and help businesses achieve their set goals by leveraging cloud computing technology.
Reduced Costs
Since cloud computing technology reduces the upfront costs than on-premise solutions normally require, they are considered to be very cost-efficient. Also, hosted cloud solutions are upgraded inexpensively, allowing businesses to test the solution first with a free trial.
Great Agent Versatility
While cloud contact center solutions are easy to set up and use immediately, they enable great agent versatility and improved agent efficiency. It offers brands and companies with data and processing capabilities, enabling them to staff agents from effectively anywhere in the world and thus providing effective customer service.
Hosted cloud solutions allow agents to work effectively across multiple contact centers, providing organizations with greater flexibility and maximum efficiency all at once.
24/7 Service
For a company to be able to address customer queries and concerns, it is very important for them to be available 27/7 round the clock. A cloud contact center can help companies by taking care of their customers on their behalf. It can provide them with technological solutions as well as services, plus added assistance to help their clients, no matter what time it is.
In the End
Cloud contact centre solution offers a myriad of benefits to businesses and customers including upfront costs and low set up, flexibility, scalability, enhanced operational efficiency, boosting the business’ marketing effectiveness at a fraction of the cost of deploying an on-premise solution.
April 7, 2023
Phone System 