Although the internet has provided customers with an assortment of different options for getting in touch with the companies that they shop with, speaking to a ‘real’ person and hearing a friendly voice on the other end of a telephone is still something that most customers want when it comes to having their questions answered and finding solutions to any problems that they may have. Because of this, call centres are still very much a large part of forming good, long-term relationships with customers and building customer satisfaction and loyalty.
An increasing number of companies are now depending on cloud-hosted call centres due to the numerous benefits that they offer. Here are some of the top benefits of a cloud-hosted call centre:
Cost Effectiveness
Perhaps the main reason why we’re seeing more companies than ever opt for cloud-based call and contact centres is that they are easy to deploy and don’t often require any upfront expenditure in order to do this.
Many cloud-based call centres are based on a ‘pay as you go’ system, allowing companies to choose only the services that they need, resulting in never paying any more than is necessary. Compared to traditional on-premises call centres, this can often be much more cost effective due to less IT expenditure, resulting in higher returns on investment.
Personalised Customer Services
When your company chooses a cloud-based call centre, you will be able to pick and choose specific features and services in order to ensure that your customers enjoy a personalised and localised experience.
The services offered by cloud-based call centre applications can be customised to keep in mind customer demographics, for example languages, average customer age, or their geographical location. This, along with the integration of various applications into the support ecosystem, for example business reporting and analytics, purchase order management, billing software and more can help to improve operational costs and create more efficiency.
Cloud-Based Feedback
Another advantage of choosing a cloud-based call centre is that customer feedback can easily be stored and accessed in the cloud. Using methods such as customer surveys and polls, which can be taken online, over the telephone or via other methods, cloud-based call centres allow you to create better customer profiles from the feedback. Use this to improve the customer experience and improve call centre efficiency.
On-Demand Support
The rapid growth of online and mobile service is having a significant impact on the demand for 24/7 customer support, which is now more sought-after than ever before and can often be a deciding factor for many customers and clients when choosing a new product or brand. Because of this, it makes sense to use a cloud-based call centre, which will provide your company with various solutions to allow your company to provide round-the-clock support for your customers anywhere in the world, at any time of the day or night.
Takeaway
For many businesses today, cloud-based call centres are the answer to improving their customer services so that they are equipped to meet growing demands.
