How Can Cloud Computing Transform Customer Experience?

Cloud computing is an on-demand delivery of IT resources available over the internet, on a pay-as-you-go basis. Businesses can reduce or eliminate the CAPEX burden of buying, owning & maintaining physical data centers and servers and access the technology services like computing power, storage, databases etc as needed by a cloud service provider. Cloud services are now used by businesses of every type, size & industry for data backups, disaster recovery, emails, virtual desktops, software development, data analytics, customer-facing web applications etc.

Cloud environments are diverse, offering organizations various deployment options like private, public, or hybrid cloud architecture. Some of the major drivers for cloud deployment can include:

• Efficient and cost-effective backup and recovery capabilities
• Reduced operational costs and freeing up IT resources
• Safe and secure infrastructure

Cloud computing offers benefits like -

• Agility - It gives access to a broad range of technologies for faster innovation by accessing additional resources from infrastructure, computing services, storage, databases, data lakes, machine learning, analytics etc. as needed. Tech services can be deployed almost immediately helping transform businesses.
• Scalability - Provision of infra resources is not necessary when businesses use cloud computing. It allows companies to add or reduce resource capacities as per need and business activity.
• Cost savings - Since the need for infrastructure CAPEX and workforce expenses are not needed when using cloud computing, the cost savings for businesses are substantial. Cloud computing services offer pay-as-you-use schemes that allow financial flexibility for businesses.
• Global deployment - Cloud deployment allows businesses to expand in new geographic locations on a global scale, helping put applications closer to the end users, reducing latency & improving customer experience.
• Security - Cloud environments usually work on industry-standard security and provide a secure workspace or environment as per government regulations. Protection of data is done using standard security solutions, tools, policies & best practices.

Customer experience becomes better when seamless and digitized processes are leveraged as a bridge between businesses and their customers. Implementing digital solutions like cloud computing, AI and machine learning can help satisfy customers and also improve the company’s workflow. Some of the ways cloud computing helps in transforming the customer experience are;

• Consistent follow-up - Customer satisfaction translates into an enhanced customer experience. This can be achieved by consistent follow-up regarding services provided. Cloud computing helps engage with customers for service support to resolve issues quickly without hampering the customer’s work processes. Cloud computing allows a continuous check on customers’ requirements to ensure quick solutions. Cloud computing helps in refining customer experience. Cloud services offer efficient computing resources and analytics to understand the behavior of customers.
• Updates - Software applications need to be updated consistently to provide secure and enhanced performance. By issuing enhancement updates, businesses can ensure that better functionality is provided to the customers. With regular updates and upgrades to data security, crucial information like client profiles, inventory, etc. is protected.
• Personalized experience - Using big data for analytics can provide businesses with vital information regarding customer preferences, needs, behavior etc. This information can be used to deliver personalized experiences and interactions to the customer. It allows businesses to reach out to targeted customers accurately and efficiently and transform the customer experience.
• Collaboration - Different departments within the organization can collaborate using the cloud infrastructure from any location to provide services to customers. Through collaboration, departments can come together for better customer support and enhance and transform the customer experience.
• Omnichannel interaction - There are multiple ways a customer can interact with a company and including interaction via email, telephone, instant messaging, chatbots etc. The cloud can help eliminate communication gaps between the various channels by providing access from a single platform. This helps eliminate the need of switching from one mode of communication to another or from one app to another and increases productivity. Customer relationship management (CRM) tools can also be integrated to analyze customer interaction and responses thereby enhancing customer experience.
• 24/7 interaction - Most of the customers have relatively simple routine queries which can jam or cause delays when using phone services. Using CCaaS (Contact Center as a Service) provides customers with a satisfying user experience. Cloud-based tools like chatbots can provide an ideal way of guiding and dealing with such routine queries. This allows the service workforce to focus on complicated or non-routine tasks and issues. Such an arrangement also helps customer experience as such issues can be resolved promptly rather than just being put on hold.

Conclusion - Digitization and cloud computing are the core tools needed to offer an improved customer experience and also improve the internal processes of a business. It enables the merger of customer data from different sources and cloud-based CRM enables them to keep a track of customer details. Using AI, machine learning and data analytics via cloud computing can help companies make the most out of data. A cloud application development services partner can help a business on its cloud journey by migrating applications seamlessly to the club and getting the right IT infrastructure.