CLOUD ADOPTION:
A CATALYST FOR CUSTOMER EXPERIENCE

“Your customer doesn't care how much you know until they know how much you care."

- Damon Richards

Providing magnificent customer service solutions is important for the business to succeed.

Scenario 1:

Imagine you walk into a store, and you see store employees yapping or busy on their smartphones instead of approaching you to know what you’re looking for. Would you like to spend more time and money in that store? Probably not.

Scenario 2:

Imagine you walk into a store, and a store employee greets you warmly and asks you about your shopping preferences. In case that employee is unable to help you out, s/he points you in the direction of someone who can. How do you feel? Obviously, you’d feel welcomed and have a nice experience browsing that store and eventually shopping from there, in case you get what you’re looking for there.

Did you notice the difference between the two scenarios? That’s customer experience! It’s the effort put in by the company and its employees to make your whole experience with the brand delightful and memorable. It takes into account all aspects (behavioral, emotional, etc.) of a customer’s interaction with a company and not just transactions. So why do some organizations succeed while others fail at this? While there can be plenty of reasons for the same, there’s one critical aspect that stands out - their inability to deliver a delightful customer experience contact center.

Everywhere you go, you hear about the significance of customer satisfaction. From the banks to the Internet service providers to the online shopping platforms, every business makes statements like "Your satisfaction is our number one goal."

Companies have long emphasized for providing best customer service solutions by tapping multiple points on the customer's’ way to purchase and after. With the new data stressing on the growing significance of customer-centric business approach, erupting every year, customer experience (CX) is more important than ever.  Only 8% of companies that deliver superior customer experience contact center have built their capabilities to delight customers consistently. As per a Forrester report, 72% of businesses say that improving the customer experience contact center is their top priority.

But the moot point is - why are still so many companies lagging behind in delivering customer experience? And, why is doing a better job at this so critical? The simple answer to this is that positive customer experience contact center is the outcome of good customer support and all the other factors impacting a customer’s decision to buy from your business. Customer experience directly impacts customer loyalty and hence a business’ bottom-line growth objectives. A Harvard Business Review study suggests that a 5% increase in customer loyalty can increase profits from 25% to 85%.

Why is Customer Experience so Significant?

  • Reduces customer churn
  • Improves customer satisfaction
  • Drives customer loyalty
  • Boosts customer retention
  • Creates a competitive advantage
  • Higher customer referral rates

CUSTOMER EXPERIENCE
AN OUTCOME OF GOOD CUSTOMER SERVICE SOLUTIONS?

The goal of any business is to create a consistent customer experience across all touch points that meets or exceeds customer expectations. At every touch point (sales, customer service, accounts or support), you must ensure that value is being delivered to the customer.

Providing great customer service solutions is indispensable to every business. Every business today strives to be on a mission of making happy customers. Surveys, though, suggest otherwise.

So what does awesome customer service mean? It’s going beyond good enough. 9 out of 10 customers say that they would pay extra to guarantee a better service. Providing best Customer service solution is one of the most powerful differentiators for companies like Publix supermarkets, QVC, Ace Hardware, AmazonFresh, Comcast, Spirit Airlines, Blackboard, and Verizon (as per the 2017 Temkin Experience Ratings -- its seventh annual customer experience contact center benchmark report).

Great customer service solutions are about:

  • Being empathetic with customers.
  • Asking the right questions.
  • Active listening.
  • Being always solution focused.

In product businesses, for example, product development relies on marketing when it faces customer experience contact center issues. Both these teams often focus on features and specifications. The operations team handles the issues of quality, deadlines, and cost. The customer service, however, only deals with the transaction-related issues, and not pre-sale or post-sale issues.

A lot of businesses tend to forget often that their job doesn’t get over at delivering great products/services. Customers need a lot more than just a good product or service. They need to be delivered equally awesome customer support too. Businesses that do not invest resources and effort in building customer relationships often witness their sales taking a direct hit.

The reason that many companies cite for failing to deliver good customer support is the lack of resources that can manage and control customer support activities, especially when the business is growing exponentially. Did you know? The overall amount of money lost to American businesses per year as a result of poor customer service is approximately $84 billion.

Regardless of anything, you ought to deliver a satisfying customer experience contact center. So how do businesses face and fix these simmering challenges?

SOLUTION

Cloud Addresses Core Challenges of Customer Experience and Customer Support

Cloud service solution has emerged as a solution for the companies that were apparently on the brink of losing in the customer support game. These solutions offer innovative ways to reduce the time and effort of scaling up the customer engagement initiative.

Today, customers demand sustained customer engagement. In such a scenario, it’s an uphill battle to meet their rising expectations every day, lest you leverage cloud computing capabilities.

CSS Corp provides the cloud consulting services which include cloud and digital transformation services, cloud application consulting, cloud application migration services, cloud computing solutions, cloud computing technology solutions, cloud consultancy services, cloud deployment services, cloud implementation services, cloud migration services for enterprise data, cloud migration services in USA, and cloud networking solutions. CSS Corp is a cloud infrastructure-as-a-service vendors, cloud managed services providers, and cloud managed wifi service providers

The cloud empowers businesses of all sizes to:

Trigger innovation and gain a competitive advantage

Many companies are overwhelmed with ideas. Thanks to social media and other online customer forums for generating loads of customer feedback for companies to work on! The real challenge lies in the implementation of those great ideas. The cloud removes the complexity from the development funnel of new applications. It offers cost-effective resources and infrastructure to build, develop, test, and deploy those ideas faster.

Cloud helps you develop intelligence to filter out the bad ideas from the good ones as the former are likely to fail. Also, it frees up the developers’ time from the mundane tasks like maintenance that used to decelerate their jobs, and help them focus on innovating and translate those great ideas into reality for improving the customer engagement process.

 

Afford CRM at cost-effective prices

Many businesses adopt automation and purchase proprietary CRM systems for managing customer support. Since these systems need regular upgrades to keep pace with your dynamic business needs, CRM systems cost is mostly on the higher side. Some businesses fail to afford the mounting cost of regular upgrades that indeed results in deteriorating their customer relationships further.

Today, 41% of CRM systems are SaaS based. Thanks to the cloud for making them accessible! Such cloud-based CRMs cut down the costs related to incorporating a sophisticated CRM system in a business environment. Since cloud-based CRMs are SaaS based, you can sign up for a pay-as-you-use plan and scale up or down the plan as per your business requirements.

Optimize all your customer-facing teams

There is only one boss – the customer,” said Sam Walton, Founder of Walmart. An Economist Intelligence Unit (EIU) research reveals that companies that see customer experience contact center as their top priority generally witness higher revenue growth than the ones that don’t. Failure to align the front line with the people handling back end processes related to customer engagement could result in several process level and growth-centric problems down the road.

In fact, it’s important to trigger more meaningful customer engagement by investing in the cloud technology that fetches your customer-facing teams the detailed customer journey and behavioral patterns so that the reps understand the consumer behavior well, their questions and feedback, only to contribute in enhancing the customer experience. You can choose from a wide range of CRM systems that suits your needs the best.

Innovate for Improve Digital Customer Service

Some businesses often tend to play a safe game by not experimenting or scaling up their customer experience efforts. As a result, customers get deflated by those brands. Cloud solutions offer a good scope for such brands to prevent that unpleasant scenario and rather innovate to boost the operational flexibility and scalability. Brands can leverage big data, analyze it and infer from some actionable insights that can help them create new customer engagement model, which can eventually help them cement their customer relationships.

The cloud technology helps your business keep pace with the dynamic market changes and rising customer expectations. It also makes your business agiler and empowers you to make the necessary changes to your business tech architecture that helps you attain your customer relationship goals.

Innovate and Automated Customer Service and Support

Some businesses often tend to play a safe game by not experimenting or scaling up their customer experience efforts. As a result, customers get deflated by those brands. Cloud solutions offer a good scope for such brands to prevent that unpleasant scenario and rather innovate to boost the operational flexibility and scalability. Brands can leverage big data, analyze it and infer from some actionable insights that can help them create new customer engagement model, which can eventually help them cement their customer relationships.

The cloud technology helps your business keep pace with the dynamic market changes and rising customer expectations. It also makes your business agiler and empowers you to make the necessary changes to your business tech architecture that helps you attain your customer relationship goals.

CSS Corp – AI, Automation and Analytics [3A’s] model for Superlative CX

We, at CSS Corp, are a new-age technology firm and have invested significantly in automation, AI, analytics and conversational commerce in platform solutions that help companies understand their customer’s next best action and provide them with best customer service solutions. The company leverages AI to study insights that help companies understand the customer journey, preferences and account entitlements.

Our 3A’s solutions help with streamlining customer data, extract insights to identify customer propensities and offer context-driven support with a human-like interaction. We understand that the new millennial consumer generation expects highly personalized services. In a bid to up the ante on CX, CSS Corp has launched an AI-driven platform - Cognitive Customer Experience Platform. It integrates with all customer channels like voice, email, chat, and website across devices.

"The Platform is designed to offer personalized and context-driven support, with a human-like interaction. It aims at resolving your customer's needs at first interaction by using natural language processing (NLP), AI, machine learning and deep learning techniques," said Vasudevan Sundarababu, vice-president, digital, CSS Corp.

The virtual assistant comprehends your customers' intent and responds to their queries in real time. Cognitive Customer Experience Platform remembers facts, learns from previous conversations and can access online information by integrating with enterprise systems. A SaaS-based solution, Cognitive Customer Experience Platform can be used as a standalone support interface or as a platform integrated with Amazon Echo, Apple Siri, Microsoft Cortana and Google Now.

CSS Corp has used AI, Automation and Analytics [3A’s] model for delivering a superlative CX to its global clientele. We recently helped one of the top three consumer brand companies in the world, possessing a portfolio of hundreds of trusted brands with 700 country-specific brand and campaign websites. It’s a no-brainer to imagine how tough it manages such a humongous portfolio in the connected world. With each brand site created, hosted and being managed by local providers, there was no standardization in the creation and hosting of websites, which meant higher cost, more complexity, and prolonged time-to-market.

With 300 million consumers viewing a brand campaign at the same time, using the cloud technology was the only feasible option. Hosting the website infrastructure on the AWS cloud was the first but a small step in aligning the things. The bigger task in front of us was to standardize and automated customer service and support, the process of rolling out each website. We then designed a workflow engine that improved the cloud journey and migrated 500 websites to the new platform in just a span of 5 months. We monitor the company’s cloud environment - infrastructure and applications - round the clock.

As a result of our rigorous efforts, the company witnessed:

  • 99.5% availability of all websites
  • 100% SLA compliance
  • 100% accuracy in campaign planning.
  • Improve digital customer service

To get a detailed view of how we helped this company achieve its CX objectives, click here.

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