Cloud computing involves internet usage to offer services, tools, and applications, such as databases, networking, servers, and software.
The cloud rose to popularity in the mid-2000s and involved many businesses as it reduced traditional computer-related difficulties, such as the requirement to buy expensive hardware or software resources.
Almost two decades later, its popularity continues to see an upward trend. According to Gartner, 85% of firms will have embraced the cloud as an important operational resource by 2025.
And the mainstream adoption of the cloud isn’t a matter of shock. A substantial advantage of cloud computing in many enterprises is its capability to progress customer experience (CX), particularly in contact centres. If you work one such enterprise, you may implement a cloud-based Contact Centre as a Service (CCaaS) solution into your business. This brings with it a variability of benefits to provide customers with the most satisfying experience possible.
Provides a seamless omni-channel customer experience
You might have numerous different channels through which your customers can contact your business. These often include via website, email, phone call, instant messaging, chatbots, and other apps.
The cloud can eradicate any communication gaps between these numerous channels by providing access from a single platform. This gets rid of the necessity to constantly switch from one app to another and aids fatser productivity.
You can also integrate customer relationship management (CRM) tools to examine your communications with clients. The findings may benefit you express effectual methods to meet the needs of your clientele and enhance their experience.
If you want to set up an omnichannel contact centre in the UK, you’ll need to team up with a connected CCaaS solution provider. They will sell you their services at a controllable monthly fee to help increase your customer base and increase the value of your business.
Reduce call waiting
An outdated call setup limits the number of calls a business phone number can take. If your business caters to hundreds of customers and numerous call you at the same time then difficulties will arise. Waiting in a queue is likely to cause hindrance and lead to a less than satisfactory experience.
You can resolve this challenge by using a CCaaS solution. It has features such as better routing, automation, and artificial intelligence, which allows your employees to at the same time handle more phone calls. This will decrease, if not eliminate, long queues and enhance CX.
Interact with customers 24/7
Most of the time, clients call to ask general or routine queries. Instead of answering the same inquiries over and over again, you can have chatbots do this. These cloud-based tools can help guide your clients on what they require particularly if the typical response to the inquiry is already available on your site.
Some chatbots even let customisation that prompts them to give answers when triggered by exact words or phrases. By doing this, your customer reps can focus their attention on complicated tasks instead of dealing with monotonous questions. It also decreases the amount of employees required to cater to a growing customer base.
What’s more, your customers don’t have to wait for your business operating hours for them to get an answer. If you install a chatbot on your website or social media platforms, they can deliver solutions to your customers from across the globe. So, even at 4:00am, your business can still cooperate with clients around the world.
If they’re inquiring about what a product is and how to order it, chatbots can help them complete the transaction. As such, your clients are more likely to have an easy buying journey even without human intervention, which means more sales for you.
There are many ways you can incorporate cloud-based solutions into your business to improve the customer experience. One of the most significant is using a cloud-based Contact Centre as a Service solution.
An omnichannel solution will especially help in providing a unified customer experience across contact channels. Your company will also enjoy significant improvements in operational efficiency. So, contact a related provider and chart the way forward for your business.