What’s the biggest challenge you face today? Many mangers think it’s meeting the shifting demands of customer service? To do it, you must be able to serve customers on their own terms — not yours. Often, that’s easier said than done. So savvy managers are turning to the cloud to power their contact center operations. Using the cloud enables you to engage customers across multiple channels—voice, email, chat, social media, and so on—quickly and cost-effectively.
And when it comes to improving customer service that’s a big plus.
Using the cloud to power your contact center can not only enhance customer service, it also can increase corporate agility, cut costs, and improve customer retention rates.
What’s more, it can boost customer satisfaction. That in turn can dramatically increase your bottom line.
Using The Cloud Presents Two Challenges
Using the cloud to power your contact center operations presents two challenges:
- Interweaving the cloud with your existing customer care operations in an economically palatable way without disrupting activities.
- Implementing a complete customer experience management strategy through its various phases.
Overcoming these challenges is critical to using the cloud to effectively power your contact center operations.
Below we provide the four key steps you’ll need to take to create a unique customer culture and a sustained competitive advantage using the cloud.
Step 1: Start Implementing Cloud Services
Keep an open mind during this start-up phase. You may need to think outside the box to achieve this step’s two key outcomes: increased cost savings and customer satisfaction improvement.
To achieve these outcomes, you must focus on improving efficiency. Using cloud technology can help by decreasing bottlenecks and reducing administrative activities and system maintenance.
Creating a methodology to capture ROI metrics, like customer satisfaction and gains made by re-allocating free resources, helps.
Step 2: Consolidate Customer Service Assets
Two outcomes dominate this phase: extracting additional cost savings and boosting customer retention rates. The higher retention rates come from improving customer service, which you achieved in the first step.
This phase’s key objective is to successfully implement a new customer service model. The secret to doing this is determining the channels your customers prefer.
Implementing cloud-based tools helps dramatically in this step. They can help create a new customer service model that boosts customer satisfaction and maximizes cost-effectiveness.
Step 3: Optimize The Cloud Customer Service Model
The key outcome here is creating more effective customer service operations. The benefits come from tools providing new features and functions, faster time to deployment, and better resource allocation.
The key objective here is boosting customer loyalty. To do it, you’ll need to optimize the entire engagement process by seamlessly integrating all parts of your siloed customer interaction mechanism.
Key cloud-based tools that can facilitate this step include next-generation agent desktop solutions, proactive communications applications, and mobile-oriented context-gathering systems.
Step 4: Complete Contact Center Transformation
During this phase the company changes all processes to cloud-based technologies. The key objective is to make your customer a brand advocate.
To do it, you’ll need to gather detailed information about your customer—history, motivation, preferences, and so on—and then share it with agents. Obviously, improving the customer experience is paramount.
As part of this effort, you’ll need to integrate diverse customer-care applications (call handling, CRM, analytics). The cloud offers the easiest way of doing this by providing you with the tools you’ll need to accomplish it.
Achieving complete contact center transformation takes time. Given the competitiveness of today’s business environments, you may not have this kind of time.
A faster and more cost-effective alternative to enhancing customer service often is to outsource customer care operations to an experienced service provider.
An experienced provider can help you create a unique customer culture and build a sustained competitive advantage through customer service quickly and efficiently.
Let us put our proven experience in providing tech support for small and medium size companies to work for you. Learn more about 31west or contact us for a free quote..