Not that many years ago, reaching a company’s contact center meant picking up a landline phone and giving them a call. Nowadays, people will reach customer service representatives by phone, text, through social media sites and via instant messaging. In order to keep up with their customers and give them the service they need and deserve in a timely manner, some companies are moving their contact center to the cloud.
The following five reasons help explain why making this move can be a great idea for business owners:
It provides customers with a better experience
Customer satisfaction is a primary key to business success. Therefore, keeping clients as happy as possible is paramount. As Entrepreneur notes, cloud-based contact centers are able to meet the multi-channel demands of customers. When businesses switch to the cloud, information and data can all be located on one interface, which will greatly improve both the organization of the customer service team and their ability to help customers.
Fortunately, as Zipwire notes, making the switch from a traditional contact center to the cloud is very reasonable; they typically require a minimal amount of on-site software and hardware, and any costs are usually cover teaching employees how to use it.
It makes customer service representatives more productive
Thanks to the virtual agent tools featured in the cloud, customer service representatives can communicate very effectively with customers, quickly getting the answers they are looking for. Agents will no longer have to search through a vast catalog of webpages and documents looking for the information they need to help the customer on the other end of the phone or text. In addition, since customer service agents who are on the cloud can work from virtually anywhere they want, they can be available to work at all hours of the day. All they need is a quiet room, a computer, headset and network connection.
It takes the burden off of IT managers
For IT managers who spend a lot of their valuable work time maintaining and fixing traditional customer management systems, moving to the cloud will eliminate this issue. This will give them the chance to focus on strategies that will help the company succeed and increase sales, as well as the other tasks that they work on during the day. As Destination Room notes, IT and business managers like the notion of not having to equip and maintain a massive call center, along with constantly upgrading the hardware and software.
It allows companies to stay in touch no matter what Mother Nature is dishing out
For companies located in areas with extreme weather conditions, moving to the cloud can help them stay in touch with customers no matter what Mother Nature is up to. While a natural disaster or extreme weather like a tornado or massive snowstorm can knock out a traditional call center, cloud based contact centers will still be functioning as usual.
It boosts security
Another key benefit of moving the contact center to the cloud is improved security. Cloud vendors feature advanced security walls that will separate sensitive and confidential company data from the Internet. This is especially important for companies with smaller IT departments who might not have the time to build an effective security system.