Switching to cloud communication: a simple approach towards complex customer service

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Cloud migration strategy has been growing by leaps and bounds in customer support circles. While the cloud is no longer the latest news in today’s digital marketplace, companies still lack knowledge about the full range of cloud applications in the industry.

With the plethora of communication channels today, companies can easily delight customers across all spectrums. However, this multi-spectrum approach makes businesses work under an increasing amount of pressure. Many businesses now start looking for ways to lighten the load.

Cloud technologies are widely used today for business purposes but they can also work wonders for customer support as a whole. Read on to find out more about cloud communication, what it is, how it adds to your business success, and how it can help bring customer experience to the next digital-oriented level.

Cloud Communication: What Is It and How Does It Work

Simply put, cloud communication in customer support refers to the internet-based voice and data communication technologies that allow companies to manage customer communication through cloud computing. It’s a novel approach to building, leveraging, and scaling customer support communication systems based on vast amounts of data processed due to a simple asset – the internet connection.

The data stored on the cloud can be easily accessed remotely on any device that you or your customers use. Cloud communication is performed on state-of-the-art platforms that have all the necessary features to gain the flexibility and dynamic growth that your clients demand.

Voice and calling features integrated into the cloud platforms can allow companies to save costs and deliver a higher quality service to their customers. Important note: cloud communication systems have to be in the form of a softphone, aka software that allows calls from any device that can be connected over the internet.

What Are the Benefits of the Cloud?

With the crucial features that cloud communication has, it is, without a doubt, the most flexible, mobile, adaptable, and cross-functional technology to use in customer service.

So let’s dive into the advantages of cloud communication to convince you this is your best bet to gain the approval of modern tech-savvy consumers:

• Amplified customer experience;
• Increased credibility of the service;
• An international reach;
• Fast and simple scalability for your call center;
• Omnichannel customer support with various communication channels on hand;
• Improved cost control;
• Intelligent management of the phone systems;
• On-demand customer data;
• Unlimited connectivity.

Cloud communication is transforming the traditional contact center model and on-premises customer support system so that they become more accessible, simpler, omnichannel, and highly crucial for the never-seen-before customer experience.

Step-by-Step Cloud Migration

But before jumping straight into cloud computing technology for your customer support, it is essential to unravel the fundamental steps to get started with cloud migration. Remember, you should always start with a well-thought-out plan to make it work.

To be honest, the process is much easier than you think. Generally, you have two main options:

• Copper wires link phones to an onsite Private Branch Exchange (PBX) in landline phone networks. Then, it connects to the Public Switched Telephone Network (PSTN) through Primary Rate Interface (PRI) lines.

This way, a physical connection between your workplace and the outside world is successfully established. A digital link to an online PSTN is achieved via an Internet connection.

• As an alternative option, you can transfer your entire communication system to the cloud by installing a softphone system across your local network.

Either way, it forms a comprehensive digitally-oriented communication system that can be set up in a matter of seconds. As a result, your support agents can get to work quickly by making smooth and seamless transitions across different communication channels without disrupting your customers’ journey.

What’s Next?

Once you’ve mastered the cloud migration procedure, you and your customers can now yield positive results from cloud communication so that your business runs as smoothly as never before. How exactly, you ask?

• Cloud PBX with limited expenses and high-quality audio and video systems.
• Communications united across multiple channels and devices, as well as geographical reach.
• Increased employee collaboration due to real-time team messaging and virtual meetings (the latter can also improve the latest video chat customer support trend).

Final Thoughts

Cloud communication is a new perspective on customer service and businesses as a whole. Digital trends and customer demands are picking up speed and companies can’t fall behind when it comes to high-standard customer service.

Ultimately, the cloud communication system can significantly accelerate your contact center performance by helping it accomplish higher revenue goals through advanced analytics and machine learning.