Cloud-Native Solutions Improve the Customer Experience

Apr 17, 2019 10:30:00 AM

If a customer has a problem, they expect a fast resolution any time of day or night. The combination of machine learning and cloud communications is making all kinds of customer experience strides possible.

In today’s digitally-driven world, companies have to master the customer experience to gain customer loyalty and satisfaction. Customers expect brands to always be ‘on’ and they want more control over their communication experience. The right cloud-based communications platform can give businesses the ability to do just that. Customers demand immediate, personalized service, and contact centers are at the core of making that happen. Is your business able to communicate seamlessly with customers as well as internally across teams to deliver the best experience possible?

In a recent piece, industry analyst Blair Pleasant talks about Five Ways Executives Are Increasing Customer Satisfaction:

  1. Moving to the Cloud
  2. Monitoring Customer Satisfaction Regularly
  3. Engaging Employees
  4. Partnering with Vendors You Trust
  5. Begin Using AI

If a customer has a problem, they expect a fast resolution any time of day or night. The combination of Machine Learning and cloud communications is making all kinds of customer experience strides possible. For starters, a cloud-based business communications platform with machine learning capabilities allows customers to self-serve and problem-solve without the hassle of having to reach a physical contact center agent. Routine questions and tasks can often be accomplished without speaking to a human, and customers enjoy this easy path to a quick resolution. New platforms with intelligent, machine learning-powered bots provide fast and efficient service 24/7.

Even in the B2B customer experience space, a recent survey by McKinsey stated that, “...lack of speed in interaction with their suppliers emerged as the number-one “pain point”... And digital solutions loom large in executives’ thinking as a way to make routine tasks more efficient.” An overwhelming 86% of B2B decision makers said they prefer using self-service tools, rather than talking to a sales representative.

At this point, it’s nothing short of critical for businesses to bring all of their communication channels and services together into a single platform that enables better connection, both internally amongst employees and externally with customers. Unifying all communication channels within one platform has been coined as Business Communications as a Service, or BCaaS.

BCaaS allows employees to connect any time, from nearly any location, on any device, empowering remote employees and unifying teams beyond the workplace. In turn, call center agents are better able to collaborate with employees across all departments and ultimately deliver a much better customer experience. BCaaS platforms with machine learning bots provide incredible insight into your customers, giving immediate feedback, smart recommendations and presenting customer issues, thus allowing you to identify and solve repeat problems much faster. When a customer calls, the agent can automatically pull all prior and current communication histories from the customer. This is the kind of service customers expect.

How do you communicate internally today? What about with your customers? We bet something’s missing… but don’t take our word for it. Try our next-gen platform and find out for yourself. Let's redefine the customer and experience together.

Kendal Rodgers

Written by Kendal Rodgers

Kendal is the Marketing Manager at Edify and has been writing and curating content most of her professional career. She’s passionate about working with start-ups and sharing life experiences through storytelling. Kendal earned her B.S. in Marketing and International Studies from the IU Kelley School of Business.