Leveraging Customer Service with Cloud Computing

By Cloud Computing Outlook | Saturday, September 05, 2020

A specific organ of the business enterprises is assuming importance in business plans, today – Customer Service and Communications Department. Here are a few points on how cloud technology impacts the customer service department.

FREMONT, CA: Cloud Computing, being a disruptive technology, has become a precious, indispensable, and central element of the current digital ecosystem. Gartner predicted in 2018 that cloud users would double by 2021, and the market for cloud will grow from $153 billion in 2017 to an estimated $302 billion in 2021. The cloud technology, which is on an escalated-demand now, is as old as the web itself.

Cloud proffers a number of benefits. However, it took a long time for the humans to discover those and that might be the reason for the significant growth and success of this technology. From reducing costs for management and maintenance to providing flexibility and scalability, cloud technology has become the hot favorite of the organizations, today.

A specific organ of the business enterprises is assuming importance in business plans, today– Customer Service and Communications Department. The cloud technology has a significant impact on this department, like - the structural changes and the effectiveness. Here are a few findings on how cloud technology impacts the customer service department.

Use of CRM and CCM

Customer Relationship Management (CRM) or Customer Communication Management (CCM) is the software that can now be hosted in the cloud, and there is no necessity to buy it, which involves huge cost, time, and energy. Being designed on a perfect omnichannel perspective, the software can be exploited on-demand, is continuously updated, and is easily customizable. It can be accessed through multiple devices, and real-time information can be shared.

Data Collection

'Data is the new oil,' which drives the engine of information and leverages customer experiences. Every customer expects a personalized experience, and organizations are in a race to provide it. One needs to know his customer to provide a customized experience. Cloud computing offers many advanced tools to collect and analyze the so-called big data. After collecting the information, cloud segments and divides them into a coherent cluster based on personal, social, and behavioral characteristics.

Personalization

With the help of the data collected, analyzed, and segmented on cloud platforms, companies can easily recognize the trend, personal choices, and preferences of the customers. This has become possible because of the enormous computing power of the cloud. Based on the data, companies take the decision of providing a customized or personalized experience to customers, thus making their experience better than before.