Cloud-Based Contact Centers Can Help Businesses Focus on Customer Experience

Cloud-Based Contact Centers are changing the way in which small businesses approach customer service. Integrating reliable, scalable and flexible cloud services into existing company infrastructure is a key strategy.

BY: BRENDA NORWOOD ON MONDAY, JUNE 22, 2015
Cloud-Based Contact Centers Can Help Businesses Focus on Customer Experience

As a small business owner, you often find yourself juggling a number of tasks in various areas. When it comes to delivering effective customer service, you need reliable and scalable solutions.

Inexperienced and poorly trained contact center agents have led news headlines gripping about the inefficiencies of managed customer service solutions. The negative press, rightly deserved in some cases, has left a mark on small businesses now confused as to whether they should outsource customer service activities to an outside agency or rely on software solutions at all.

However, these news items should not drive small businesses away from emerging cloud technologies for customer service management, as small businesses have the most to gain from this industry. DMG Consulting offers an in-depth look at the future of cloud contact center infrastructure in the seventh edition of its Cloud-Based Contact Center Infrastructure Market Report and says that, "the cloud-based contact center infrastructure market is more active than ever, with nearly 150 vendors competing for user attention. The intense competition is driving innovation, and is presenting buyers with far more choice and the opportunity to structure very favorable deals when acquiring this technology."

If your organization is dedicated to providing excellent customer service or you deal with customers that are outside of your local timezone, you need solutions that will work well with your team’s experience. Here are some of the benefits that adding cloud-based contact center technology can offer for your small business.


Missed Opportunities

If your company utilizes sales calls to bring in new customers, your customer service setup should be able to take advantage of every incoming opportunity. According to an article from Forbes, "recent statistics show that 80% of callers sent to voicemail, don’t leave messages because they don’t think they’ll even be heard." If you are sending callers to voicemail after hours or while your agents are busy with other callers, your business is losing money.

As a business owner, you likely won’t be able to provide a cheery greeting to a customer at 3 am and you shouldn’t lose customers because of it. Using cloud services means that incoming calls will always be appropriately routed so that you can take calls when your team isn’t available.


Data

Using a cloud-based contact center to handle your customer service means that you will no longer be in the dark about your customers’ needs. The most successful cloud-based contact center companies use metrics to determine if they are indeed providing a quality customer experience to every customer that calls with a question or problem.

In fact, some of the more advanced cloud contact centers allow agents to evaluate the behavior of customers during every customer service interaction to measure performance. With this knowledge, your company can develop a clear understanding of the needs and expectations of your customers.


Controlling Costs

The number one constraint on most small businesses that want to deliver superior customer service is cost. By implementing the use of a contact center, companies can cut the costs that would be associated with reinventing existing third-party solutions in-house. As a result, businesses can focus their resources on developing campaigns that make use of the data gathered by such tools to improve sales and increase customer satisfaction.

Using cloud technology to power your company's customer service means that you can optimize your workforce. With better management and data, you can integrate your cloud-based contact center services with your existing CRM for a high-performance combination.


Using cloud technology to manage your customer service is essential for growing your company. Having scalable, reliable and flexible cloud technology is a key component for all companies that experience growth today.


Image
via Shutterstock

About the Author

Brenda Norwood

I love the entrepreneurial environment of large and small businesses. That sense of adventure keeps my career fresh and exciting. My passion is in Business Analytics and Professional Writing.

Full Biography