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How Cloud Computing Improves Customer Experience?

  • Yashoda Gandhi
  • Nov 19, 2021
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If you use Gmail, Google Drive, Google Photos, or Netflix and Prime Video, you are already a part of the cloud computing community. Since all of these services rely on cloud computing. 


Cloud computing turns IT infrastructure into a utility by allowing you to 'plug into' infrastructure; through the Internet and use computer resources without having to build and maintain them on-premises.


Discussing cloud computing, cloud computing is the supply of computer services such as servers, storage, databases, networking, software, analytics, and intelligence over the Internet (the cloud) to provide faster innovation, more flexible resources, and economies of scale. 


You generally pay just for the cloud services you use, lowering your operational expenses, allowing you to manage your infrastructure more effectively, and allowing you to grow as your company needs rapid evolution.


A cloud may be both private and public;


  • A public cloud sells services to anybody with access to the internet. 

  • A private cloud is a proprietary network or data center that provides hosted services to a small number of users with restricted access and rights. 


The purpose of cloud computing, whether private or public, is to give simple, scalable access to computer resources and IT services.


(Catch the difference between private and public cloud)



Role of Cloud computing to Improve User Experiences


Many companies attempting to improve their customer experience are increasingly concentrating on improving the human experience, and cloud technology is frequently used to do so. 


Good encounters, on the other hand, hardly come by chance. They must be intentionally established and cultivated in today's digital era—often with the assistance of contemporary technology.


  1. Differentiation and experience management


Employees at all levels of the business may acquire the experiential and operational data they need to monitor and optimize the customer experience, with a specific focus on the moments that matter most, using real-time measurement and reporting tools. 


This is a fantastic place to start if your company is wondering how to quantify the impact of each stage in the customer journey. How do we keep customers in the loop? How can the financial impact of the customer experience be measured?


Companies may utilize the cloud to automate, customize, and optimize client engagement using decision engines that leverage machine learning algorithms, allowing them to give consumers experiences that are personalized directly to their preferences.



  1. Experience delivery


Companies may develop dynamic communications in the media most likely to resonate with customers by linking decision models with a marketing cloud platform. 


Questions like, 


"How can we link our different customer and advertising technologies?" are common ones that lead to this strategy. 

“How can we effectively communicate with our consumers both online and offline?” 

“How can we keep bringing value to our customers?”


These days, your whole customer's data is in the cloud, which provides a chance to make the most of that huge data. The cloud enables you to analyze this data with numerous tools and segment clients depending on their behavior to provide a more personalized experience and interactions.


(Read also: Top 7 Cloud Computing Platform)



  1. Integrated data analytics


Companies can make more relevant decisions in real-time with an integrated platform that provides better visibility, accessibility, and transparency into customer and operational data aggregated from disparate parts of the organization, focusing on how to engage with their customers, employees, and other audiences. 


This strategy is especially likely to assist those looking for new methods to acquire deeper insights from their data.



  1. Engaging customers


One of the most difficult difficulties that businesses confront is determining how to service customers in an environment where customer interaction is continually changing. This digital age necessitates a technical answer. 


Customers of a business can benefit from the cloud's ease and quickness. It's not so much about what people want as it is about what they anticipate. Customers no longer want to be kept on hold when they call customer support. They want to contact businesses quickly and easily utilizing social media and mobile devices. 


Businesses may leverage the cloud to contact consumers quickly and efficiently across multiple channels, which include email, online chat, social media, mobile, SMS, and outbound.


(Suggested reading: Advantages of Customer Relationship Management)



  1. Decreased costs


Companies are interested in cloud-based contact centres because they provide a more cost-effective business strategy. There is, however, another, far more compelling argument for the cloud contact centre revolution. 


Consumer habits and needs have evolved and will continue to evolve, and in many firms, the customer experience has become the primary focus of brand rivalry. 


The top three benefits of cloud computing were cited as speed of setup, cost savings via flexible licencing models, and lower maintenance expenses.



  1. Cloud based solutions


When we talk about cloud-based CRM (or CCM) solutions, we are mostly referring to software hosted on the cloud. It implies that it is no longer necessary to purchase and manage software, which is frequently costly, not always cutting-edge and simple to use, and which additionally necessitates a significant amount of IT effort for the best possible installation, management, and alignment of the various devices that are critical for meeting an organization's needs and objectives.


This difficulty is addressed with the help of the cloud since the software is used on demand and is maintained up to date because it is adaptable. 


Further, a multifunctional point of view is employed, which helps in the continuous exchange of data from several devices at the same time. This helps you to reach out to the target customer more precisely and efficiently. (Source)



  1. Provides department alliance


Multiple departments within an organization may work together and access the same information at the same time from any place. This is made possible by the data kept on the cloud, which greatly helps all departments by allowing them to exchange data and make choices for improved customer service. 


When different departments integrate their data by working concurrently, they obtain a certain pattern of client behavior in order to provide the greatest potential answer for a more meaningful experience.


(Recommended blog: Pillars of Risk Management in Cloud Computing)



  1. Provides updated information


Cloud applications require regular upgrades in order to give desired performance; hence, continuously upgrading cloud apps will provide increased productivity and more substantial outcomes. 


Continuously upgrading cloud apps alters their functionality, making them more stable and ready for new activities and procedures. When a cloud application is upgraded, customers notice a quicker application that provides a suitable pace for business operations.



  1. Provides continuous focus


When you want a satisfied consumer, you must first satisfy them. But, more importantly, the client needs ongoing follow-up to determine if he is satisfied with the services offered to him. 


In the future, the consumer may want assistance, which is where the cloud comes in. The IT assistance provided by cloud services is swift and flexible, addressing issues promptly without interfering with the customer's business activities. This feature of cloud service enables for constant monitoring of the customer's needs in order to supply him with immediate solutions. 




Cloud computing is vital and indispensable for collecting sensitive information from the most different sources and analyzing it with sufficient depth.


And, as previously said, we conclude with a specific description in which the power of Cloud Computing has been linked with personalization to improve the quality of Customer Service and Customer Communication.


In today's corporate environment, the human experience is becoming a more vital growth engine, and innovative technologies are playing an increasingly crucial role. The cloud is an essential base for many firms' customer experience capabilities, both now and in the future. 


(Recommended reading: How Starbucks uses technology to enhance customer experience?)


For every organization Consider it this way: the cloud assists you in ensuring that your customer experience plan is without ifs and buts. You can take a more measured approach to it.

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