Product Related

26 Oct 2020

Embracing the cloud for the best customer experience

It can help you to cater and manage this experience – anywhere and at any time. We look at what you need to consider to embrace the cloud solutions available and how to select the ones that suit you best


Cloud technology. plays a key role in helping brands take their customer experience management to the next level. It has become the infrastructure of choice for those trying to improve their customer experience, helping to streamline the process of providing personalised services to customers, improving their experience, and increasing loyalty. Businesses who don’t invest in the right technology for customer relationship building soon find their businesses taking a hit.


But before you even begin, have a clear customer-focused vision that you can communicate with your organization. The easiest way to define this vision is to create a set of statements that act as guiding principles. Once these are in place, they will help drive the behaviour of your organization and they should be embedded in all areas of training and development.


Accessibility

This capability for cloud technologies has certainly come into its own in 2020 with the pandemic still playing havoc and creating a new way of doing business. With businesses working either remotely or in hybrid mode, cloud technologies have allowed employees to deliver customer experiences through various data sources, promoting a more efficient workforce. Cloud functions also allow for multiple team members to access the same information at once, as well as allow users in various locations and on varying devices to make updates in real-time.


For self-service applications, this is even more relevant. Cloud technology allows to log in at the time and place that’s convenient to them, making their customer experience richer. 


Customisation

Combining cloud technology with some of the digital and AI-driven services will enable businesses to now offer a more customised experience. Through data stored in the cloud, customer behaviour can be analysed and segmented based on the interactions they have with a brand, whether in person or online. Tools like chatbots, virtual assistants, etc., rely on key data that is stored in the cloud to help make the customer experience even stronger.


Managing costs

With the plethora of cloud technology services and options (almost everything can now be accessed as-a-service), businesses can manage some of their customer-centric operations at optimised costs. Cloud technology. makes business and application costs more predictable versus having an unused upfront cost to businesses. With a cloud-based infrastructure, brands can scale up when the customer demand increases and scale down when the customer demand drops. This flexibility is critical—because as brands scale up, they may need more resources and vice versa.


Tools

Most of the most common customer-centric tools are now available as-a-service which means they are cloud-hosted or based on cloud technology. From CRM systems like Salesforce or Hubspot to payment and accounts systems like Zoho or Xero to collaboration tools like Microsoft Office 365 (directly or through Etisalat), the cloud allows you to leverage the technology anywhere. This means that collaborative tools can also stay updated constantly and instantly allowing your customer-facing teams to stay updated at all time. Continually updated, the cloud applications brings changes to its functionality which makes them stable and ready for new tasks and processes.


Cloud technology. like any other is as good as the user that leverages to create the best experience for your customer. There are a lot of options available and you need to find the one that suits your business and will deliver the right experience for your customer.


Etisalat offers Office 365, one of the best business solutions, with end-to-end lifetime support. It offers accessibility, collaboration, productivity with security, support and updates included in the subscription. Etisalat also offers <a href=“https://www.etisalat.ae/en/smb/connectivity-talk/CloudTalk-meeting.jsp”>CloudTalk Meeting</a> that provides businesses with a safe, secure and multi-functional online communication and collaboration platform.