Has your firm experienced an issue because a support rep gave outdated information to a client?
If you’re nodding your head in agreement you’re not alone.
Outdated information is the cause for many headaches in the support world especially today. Technology and information change so fast that it’s difficult for everyone on the team to stay up-to-date and it can lead to potential issues with clients.
In this article we’re going to talk about how implementing cloud computing at your company can make your tech support more efficient.
Implementing The Cloud For Your Support Team
Cloud computing or “The Cloud” is the concept of storing data offsite.
Many companies today work with data that is stored on internal servers or even on individual computers. Documents, spreadsheets, procedures and more are all housed in different locations making it difficult for everyone at the company to have up-to-date information.
Implementing a cloud solution puts information in one location where everybody that needs access can get to the most updated information.
For a support team, this offers a few advantages that will improve communication with clients.
Let’s use a software company as an example. Even a minor update to the software by the development team can lead to issues with support.
By using the cloud, the development team can update information and save it to a shared location (the cloud) where the support team can access it as soon as the update is made.
Support reps can then provide the most accurate information to clients.
Improved Support Times
Cloud computing can also improve support times.
Does your support team ever have to forward a client question to someone within your company that has files saved on their personal computer?
If these files were saved on a shared server the support rep would be able to quickly access the updated information and respond to the client quickly.
The improved support times improve your team’s efficiency saving you money and it makes your clients happier, which is always a good thing.
Lower Equipment Costs
Storing all your data and information internally can get expensive. In the past, it’s been the only real option, but now there are several cloud providers that offer affordable storage options.
Cloud providers have efficiencies that lower the storage cost of keeping your data with them over doing it yourself. These companies usually have better security and backup plans than companies that house internal data.
The Cloud Can Help If You Outsource
In today’s world, information is a key component of doing business. Sharing information with outsourced partners is necessary, but if information is stored locally on individual computers or on company servers it can be a difficult process to share vital information with outsourced partners.
If you outsource some or all of your customer support, the cloud can allow reps to have access to updated information. You can store everything on a cloud server and provide access to the support reps.
This way you can update the information on the cloud and the support reps will always have access to the most up-to-date information.
You’ve probably heard the phrase, “The Cloud” plenty, but it’s a pretty vague term so you might have just ignored it.
But cloud computing can improve your business in a few ways. You might even use cloud services right now without even realizing it (Analytics Software, Business Email Providers, etc.).
When it comes to tech support, the cloud can make your life easier. You can avoid common support issues by storing information on a cloud server where everyone on your team has access to the most up-to-date information.
Do you use the cloud for tech support? We’d love to hear about your experiences.
Image: Jared Tarbell