Businesses large and small know that the customer is king and the customer is always right. And yet, many organizations struggle with how to make this a reality.
Creating an organization that is laser-focused on the customer requires a thoughtful strategy, cohesive execution, and the right dash of inspiration regarding overall customer care. Delivering a successful customer experience is a delicate combination of many factors, but the most critical elements include: personalizing every customer interaction, engaging with customers on any channel, and understanding specific customer needs at any point of their journey.
With these priorities in mind, numerous organizations have migrated their contact centers and customer care responsibilities to the cloud. This cloudification, or the idea of moving all business critical applications to a web-based service so it's accessible from anywhere, has made significant strides. Recently, Gartner predicted cloud computing will be the majority of IT spend by 2016 and DMG research found that more than 62 percent of organizations are already using a form of cloud contact center solutions.
In addition to benefiting the organization's bottom line, here are a few ways cloudification can transform the customer experience and help your business put the customer first:
Inspires champions of the customer journey: Cloudification helps make businesses truly customer-focused. Access to customer's every interaction empowers the organization to provide a consistent, seamless, and personalized customer experience. With a comprehensive view of the customer, the business gains valuable insights and a deeper understanding on how to best respond to customer needs and improve the customer journey.
Business flexibility: Today's businesses need to be able to adapt to dynamic organizational and customer demands. Whether it's anticipating a spike in call volumes or responding to a crisis, a cloud-based customer experience platform gives businesses the agility to quickly respond, allocate resources, and engage with customers on the platform or channel of their choice.
Improved competitive advantage: Real-time information access enabled through cloudification empowers businesses to deliver a highly personalized approach. By tailoring every interaction, the organization is able to create a stronger customer connection and reinforce both brand loyalty and competitive differentiation.
Transparency: In today's always-on, social media-driven world, customers expect continuous updates and informational insights. During a sudden shift of business or customer conditions, accurate information must be delivered to customer service professionals scattered all over the world at the turn of a dime. A cloud-based customer experience platform is built to handle these situations, share real-time information with both employees and customers, and ensure every customer interaction remains consistent and updated with the latest facts.
Customer convenience: Contact centers are a key component of a customer experience strategy, but customers often take many different routes to solve a problem. These routes include phone, email, online chat, mobile app, social networks or a combination of all of these and other channels. Cloudification gives customers this convenient choice and captures as well as shares the key data with every customer interaction across all channels to ensure future conversations are tailored to the customer's needs.
A thoughtful customer experience strategy requires a holistic approach aligned with both customer and business needs. Cloudification enables businesses to become more customer-centered and focused on delivery of a great customer experience. Incorporating a cloud-based customer experience platform makes this superior customer engagement happen every day.