How cloud services help SMEs optimise customer engagement with effective communication
Businesses all over the world are struggling with increased internationalisation and profitability issues as a result of rapid digitisation. With competition at an all-time high, providing an outstanding client experience is the only way to set oneself apart. As a result, large and small businesses chose a hybrid cloud strategy this year for risk reduction, better and faster operations, cost savings, and scalability.
Customer expectations are at an all-time high as more and more of their daily contacts are conducted virtually. Customers anticipate that firms would respect their time, make interactions simple, and provide customised solutions to meet their demands. Some of these expectations can be met by AI and chatbots that offer 24/7 customer assistance, altering how customers interact with brands.
In a recent study in India, 85% of respondents said they had adopted a hybrid cloud strategy to support digital transformation.
As a result, industry cloud platforms and clouds will be more prevalent in 2023. In addition, industry cloud platforms will be tailored to the requirements of vertical industry sectors. This will be a significant technological development in the upcoming year, says a report by Gartner.
Use of AI
The use of proper AI technology can help SMEs lower operating expenses, boost productivity, and enhance customer satisfaction. Consumer delight in today’s ultra-tech era directly correlates to their relationship with the brand, and AI may be utilised to enhance that relationship continuously.
By giving agents an immersive experience, the vendor’s contact centre and unified communications solutions use AI to increase agent productivity. In addition, agents in contact centres use AI to support them during client encounters. AI goes beyond just automating the customer experience and aims to increase consumer accessibility when human customer service personnel are unavailable.
Public and private cloud
Customers use OneCloud to deploy various cloud computing solutions. The platform can be set up as a private or a public cloud, or both. Given that each offers distinct advantages, a customer may utilise the private cloud for some apps and the public cloud for others. Most businesses will eventually embrace a hybrid cloud model.
Customer experience through cloud technologies
To achieve more meaningful interactions for all points of contact with customers, it is essential to reimagine customer experiences.
Customers began to anticipate 24x7 accessibility regardless of the business, goods, or services, as more and more SMEs migrated to the cloud. And if they didn’t, customers would switch to competitors who made an extra effort to satisfy this need.
The new currency of the digital economy is ‘experience’, and consumers today want brands to deliver distinctive and meaningful encounters.
Relying on cloud technology, which makes a range of CRM platforms compatible, is one of the most economical choices. However, businesses must clearly define their requirements and needs before choosing a solution that satisfies them. The idea is to select a system based more on its features and capabilities than on its pricing.
Continuous follow-up is very important to determine whether the client is satisfied with the services offered. When a customer requires future support, the cloud is employed. The cloud provides rapid and flexible IT support. It solves problems without interfering with the customer’s business processes. This cloud function makes it feasible to track the client’s needs continuously and provide them swift fixes.
These days, the cloud is where all the client data is kept. Organisations employ numerous analytical tools to analyse this enormous amount of data. Based on integrated systems that leverage visibility, accessibility, and transparency into operations and consumer data, businesses can make educated decisions in real time. In addition, this insightful information can help businesses concentrate on engaging clients, staff members, and other audiences.
Engaging with customers
To live up to the expectations of corporate clients, cloud solutions offer simplicity and speed. Customers no longer want to be put on hold when phoning customer service. Instead, they want to quickly and easily contact firms using social media and mobile devices. SMEs may quickly and effectively engage with consumers using the cloud by using a range of channels, including email, online chat, social media, mobile, SMS, and outbound calls.
Cloud is the future
Gartner predicts that, by 2027, organisations will leverage industrial cloud platforms to accelerate more than 50% of their critical business projects, up from less than 10% in 2021. Sooner or later, cloud services will dominate the user experience, especially for SMEs. When it comes to client experience, there are many different aspects at play. A brand may confidently handle these uncontrollable circumstances using cloud services. Of course, the cloud is essential for gathering data, but it can also be used to conduct a thorough analysis of data and come to a more educated conclusion.
Edited by Swetha Kannan