What Is Cloud CX Strategy and How to Use It

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How Is Cloud Adoption Better for CX

Cloud CX strategy empowers companies to scale their customer service solutions faster and more efficiently than traditional methods.

Scalability and accessibility are two factors influencing customer loyalty because the easier you respond and fix customers’ problems, the more they trust you.

Unfortunately, physical contact centres aren’t as easy to scale as virtual contact centres. But not all is lost because cloud adoption can improve customer experience in several ways:

  1. Scale without interruptions – chose to easily scale your business to meet customer demands. Cloud services can help companies in peak seasons when contact centre are handling more traffic.
  2. Access it from anywhere – cloud-based services can be accessed from anywhere, on any device, as long as you have an internet connection. This way businesses can provide seamless customer experiences to customers, regardless of location.
  3. Adapt quickly – there’s no sugar coating on this, the world is changing fast. Keep up with increasing customer demands and market trends. Make sure you have the right technology partners to allow you to implement new features and functionality fast.
  4. Use data to your advantage – AI has enabled cloud CX services to gain insights into customer behaviours. Predicting trends is one of the key advantages that you have against your competition, so make sure you have access to powerful data.
  5. Invest in cost-effective solutions – investing in expensive hardware is a thing of the past. Reduce your IT expenses by investing in software technology that brings you more value.

Allow your customer service representatives to respond faster, personalize experiences, and provide high-quality CX for faster issue resolution. That’s how cloud adoption in contact centres improves CX quality and delivery.

cloud cx strategy

Cloud CX Strategy First Steps

Here’s the thing, a contact centre is very much like the central nervous system of a business. Or that’s how we see it.

Just like a central nervous system, a contact centre receives valuable signals and information from customers and transmits that information to different parts of the business to resolve issues and improve customer experiences.

Connecting all parts of the systems, processes, and technology is important because they should all work together seamlessly. Just like a whole body works.

In this way, a contact centre serves as the backbone of the business’s CX strategy, helping it ensure that all the customers’ needs and demands are being heard and met effectively.

Using this analogy and our experience helping contact centres improve their processes, we found what makes a cloud CX strategy successful.

  1. Digital-first mindset – the digital landscape is changing faster than ever; therefore businesses need to innovate to keep up with trends. According to a survey by PwC, over 70% of customers prefer to communicate with businesses via digital channels such as email, chat, and social media. A cloud contact centre can provide these digital channels and improve customer satisfaction.
  2. Faster than the Flash – empower your contact centre with the speed and ability to provide answers at incredible velocities. According to a survey by HubSpot, 90% of customers rate an “immediate” response as important or very important when they have a customer service question.
  3. Resolve problems – remember Nike’s motto? Just do it. That’s what your customers are usually thinking when talking to your contact centre. Although you need to solve customer issues quickly and easily, we think another solution like self-service will make your customers happy. According to a survey by Microsoft, 90% of consumers expect customer service to have a self-service offering, and 60% expect companies to offer customer service chatbots.
  4. Be relevant to individual customers – that’s right, personalization is your best friend here. According to a survey by Accenture, 91% of customers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations. A cloud contact centre can provide customer data and insights, enabling businesses to personalize customer experiences.

cloud cx strategy and processes

The How Is More Important Than the Where

Believe it or not, the where is not important when designing a cloud CX strategy. The how overtakes the where because of several reasons:

  • Customers’ needs and expectations should be at the centre of your cloud CX strategy. Knowing how to meet these requirements will help you design a more effective CX.
  • Technology infrastructure sometimes looks like a puzzle. Knowing how to put the pieces together is essential when investing in or upgrading contact centre software.
  • Secure customer information to protect your customers’ information and privacy at all costs. Knowing how to do that involves implementing strict access controls, encryptions, and other regulations.
  • See the big picture – use your imagination to prepare for future customer needs. The how outweighs the where in this scenario. But it’s also important what areas to tackle first.
  • Employee training ensures that your customer service reps are trained to support customers in all their problems. Human resource is so valuable nowadays. While the power of automation and AI speeds up processes, a cloud CX strategy is useless without people. So help your employees to get the most out of the technology.

Need Help Creating a Cloud CX Strategy?

Successful businesses know that in order to develop a good cloud CX strategy, you need the right tools, technology, and partners in place.

VoiceSage has helped companies of all sizes shape business-customer communications with the help of channels such as voice, text messaging, chatbots, WhatsApp, email, and social media.

We feel confident in our experience and platform to be able to fill the gaps in your cloud CX strategy, so reach out to us if you need help.

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Published on: 20th February 2023

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