It is impossible to avoid “The Cloud” and for good reason too. Accessing information, services and storage at low costs, improving upon workflow and flexibility and making the business perform better can happen much easily than ever before. Due to such advantages, more than half of US based businesses, use cloud computing. Moreover, there are no up-front costs because of the flexibility it provides- it grows with demand. Cloud-based Customer Communications Management (Cloud CCM) is perhaps the next “big thing” in cloud computing. Maintaining the communication channels with customers is becoming difficult but customer communications on the cloud via CCM is making things more effective and simple at the same time.
Printed correspondence and direct mails are slowly fading out giving way to cloud-enabled CCM. As a result, managing the experiences of a customer is becoming more complicated and yet it is imperative for business success. Customers demand a highly personalized, interactive, responsive and seamless experience across multiple channels. Cloud-based communication management systems have revolutionized the way in which companies communicate professionally and cost-effectively.
To meet such requirements of a modern-day business, here are some value-adding solutions so that you can increase productivity and also improve service to your customers. This cloud based solutions come with a host of advantages:
- It lays stress on engagement and not only technology- Cloud CCM is that platform which enables not only strategic and but also thoughtful activity behind how your company engages with clients on a regular basis. Cloud CCM can centralize disparate systems, processes that revolve around transactions, marketing, and communications that aid in improving brand and customer experiences. It helps to generate results through a strategic approach for managing customer engagement rather than technically focussing on managing customer interactions.
- Caring for customers- Cloud CCM is a platform that cares for customers that would translate to successful business. In the way that acquiring new customers is important, it is also necessary to maintain existing customers. It helps in building a social community of happy customers who would refer your company to others.
- Get more out of people investment- With collaboration and communication tools being cloud-based, your teams can be in touch irrespective of location and time. Calls, video conferences, document sharing, accessing corporate directories, using instant messaging would be possible resulting in higher productivity levels that would help build the bottom line.
- Protection of business from expensive downtimes- It might be extremely expensive to build in redundancy, failover capabilities for ensuring the availability of vital communication connectivity. Factors like component failures and power loss can interrupt your business. Top providers generally host services in completely secure, geographically separated centers that ensure continuous services even in the face of failure. In fact, there are written Service Level Agreements that ensure uptime that you so expect. This is one of the most important protective gears that can be availed when communication channels are cloud based.
Customer communications in the cloud are expected to reach 80% by 2020. Though the cloud communications market is emerging, 32% of businesses are presently using this platform for customer interactions. This year it is expected to be double at 61% and by 2020 it might reach 80%.