Customer service isn’t just about the human interactions with your organizations. Systems, services, products, and ultimately the solutions you deliver make up the total customer service experience.
Cloud management is allowing business team members to streamline their efforts with shared storage and collaboration tools, but what does it bring to the customer service table? Beyond benefiting businesses in-house, companies that utilize cloud storage technology may also see significant improvements in customer service due to the cloud’s unique set of service features.
5 Ways Cloud Storage Improves Customer Service
Let’s take a look a 5 ways that a cloud backup system for your company will improve the overall customer service experience you deliver to your customers.
1. Guaranteed access for your customers
Quality customer service is three parts reliability. Customers depend on businesses to do what they say they will — no excuses. When you utilize cloud service for storage, you are following through on that promise, because you always have business information available, no matter what happens.
With cloud technology, the customer service center can pull up stored data from anywhere. Natural disasters, network downtime, hardware failure — all these obstacles are less problematic with a service like Mozy’s cloud backup system. That is the basis behind the “company-in-a-box” thinking described by writers Brian J.S. Chee and Curtis Franklin Jr. on TechTarget. In the event of an emergency, the company can reconvene at any location, as long as it has its critical data stored in the cloud and an Internet connection.
Related Resources from B2C
» Free Webcast: Strategic Thinking: Social Media + Social Business Strategy
2. Scalability to customer’s needs
How does scalability matter to a customer? Scalability allows enterprises to control workflow seamlessly. Cloud storage means anyone within the company can jump in as needed to reduce customer service wait time. Floaters may jump onto computers and help from their offices, laptops in conference rooms, even remote locations. That scalability is a big plus for companies looking to cross-train.
3. Quick customer service collaboration
Collaboration is a key advantage to cloud storage, according to AG Salesworks. Those days of “Let me get back to you on that” service are long gone, since the cloud allows team members to work together at any time, from any device. Cloud storage puts everyone on the same page. There is one central dashboard that each member of the team refers to when dealing with a customer service issue. If the call center agent needs to discuss a concern with tech service, both teams are looking at the same screen.
4. Staying up-to-date
Using the most current version of software is a customer service benefit when your business uses a cloud-based solution. Purchasing software can be frustrating. Your business pays the initial licensing fee, and a year later has to shell out again to upgrade to the current version.
The beauty of cloud technology is you don’t own — you rent. Updates are done for you, and that saves your company both time and money, while giving customers the benefits of the most current systems on the market if they’re collaborating with your business in the cloud.
5. Centralization of customer service solutions
Centralization is the most relevant cloud storage feature for both the company and the customer. The cloud eliminates long e-mail chains with bulky attachments, since storage suites allow users to download files quickly and easily from one place. Sales representatives can pull up data in their cloud storage accounts while on the road to show prospective customers or use for existing ones.
Centralized communication for a business improves transparency and reduces errors, allowing customer service representatives more time to get to know their customers and provide exemplary help. All this is possible because the information sits in one location that interfaces with many different devices and applications.