6 Ways Cloud Technology Improves Customer Experience

Businesses have been embracing the cloud with open arms ever since it gained popularity in the 2000s, thanks to its many advantages over traditional computing. Today in 2023, the popularity and demand for the cloud haven't decreased but are instead steadily increasing. In fact, according to Gartner estimates, 85% of firms will have migrated to the cloud by 2025 and will view it as a key operational resource.

Furthermore, cloud computing has practically taken over control of every technology we use, whether it be for running an application that requires cloud assessment or accessing our data online. You are a part of the cloud computing community if you use Gmail, Google Drive, Google Photos, Netflix, or Prime Video. Since cloud computing underpins each of these services.

By enabling you to "plug into" infrastructure through the Internet and use computer resources without having to create and manage them on-premises, cloud computing transforms IT infrastructure into a utility. Experience with the brand counts. 95% of customers base their purchasing decisions on an emotional connection to the brand, and 76% of customers have been loyal to a favorite brand for more than four years.

But advantageous interactions are rarely the result of coincidence. They must be carefully nourished and grown in the current digital world, frequently with the aid of cutting-edge technology. Because of this, most businesses are currently focused on improving the customer experience.

How can adoption of Cloud improve business processes and customer experience?

The following are some of the sectors that significantly improve as a result of the adoption of cloud computing:

1. Experience management and differentiation:

With the use of real-time measurement and reporting technologies that cloud offers, staff members at all organizational levels can gather the operational and experiential data they require to assess and improve the customer journey, with an emphasis on the key moments.

For businesses that consider issues like how they can assess the impact of each phase in the customer journey, this would prove to be a crucial point of emphasis. They should also take into consideration questions like how can they shut the consumer feedback loop, and how can the financial impact of the customer experience be quantified?

If a company has machine learning-based decision engines, they can automate, modify, and enhance customer engagement using the cloud. As a result, they are able to provide customers with services that are tailored to their individual interests. This will enable them to experience a competitive edge.

2. Experience delivery:

Companies can generate dynamic communications in the channel that is most likely to resonate with customers by integrating decision models with a marketing cloud platform.

Businesses can better their overall logistics and supply chain management. By using cloud-based software businesses can make informed decisions by using real-time data about customer orders, shipment details, sales prediction, inventory levels, shipping routes, and more. Moreover, by making use of cloud computing, businesses can access multiple applications easily; they wouldn’t require additional resources for installation.

3. Provides a seamless omni-channel customer experience

Most clients would be contacting a business through a variety of methods. Websites, emails, phone calls, instant messages, chatbots, and other apps are frequently used for this.

By allowing access from one platform, the cloud can close any communication gaps between these diverse channels. This eliminates the have to frequently move between apps and boosts productivity.

To analyze client communications, businesses can also incorporate Customer Relationship Management (CRM) solutions. Their ability to create effective strategies to satisfy a clientele's wants and improve their experience may be aided by the findings.

4. Consistent Customer Focus

Companies must continually check in with customers to see if they are happy with the services they received. Future support needs for the customer could necessitate using the cloud. Rapid and flexible, cloud-based IT assistance solves problems without slowing

down customers' business activities. With the help of this cloud service feature, it is possible to continuously monitor the demands of the client and offer him quick fixes.

The cloud gives businesses the ability to evaluate customer data using a variety of tools and classify the customers based on their behavior for more individualized experiences and interactions.

5. Interact with customers 24/7

Clients typically contact to ask routine or basic questions. Chatbots can do this instead of manually responding to the same questions repeatedly. These cloud-based resources can assist clients find what they need, especially if your website already has the normal answer to their question.

Even more personalization is possible with some chatbots, which causes them to respond when given certain words or phrases. A business’s customer service representatives will be able to concentrate on challenging tasks rather than answering the same inquiries again and over. Additionally, it lowers the number of staff required to serve an expanding consumer base.

Additionally, clients don't have to wait till a business is open to receive a response. Your consumers from all over the world can find solutions if you install a chatbot on your website or social media channels. So, even at 3:00 in the morning, a business can communicate with customers all around the world.

Chatbots can assist users in completing transactions if they have questions about a product or how to order it. As a result, even without human assistance, your customers are more likely to have a simple purchasing experience, which increases your sales.

6. Personalizing the Experience

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

These days, all of your customers' data is stored in the cloud, which presents a chance to maximize that huge data. The cloud enables you to analyze this data with a variety of tools and segment the consumers depending on their behavior for a more tailored customer experience.

As a result, you can more effectively and precisely reach your intended clientele. Through real-time conversation, emails, and other methods, you can even swiftly convert your prospects.

Conclusion

The cloud has undoubtedly revolutionized every facet of business. Organizations are embracing cloud technology at an increasing rate because of the advantages it provides for creating effective business processes. Contrarily, customer experience is a crucial component of customer satisfaction, which helps a firm and yields greater rewards.

One of the most important tools in the commercial and IT worlds is cloud computing. Although a few significant benefits of the cloud were previously covered, there are many applications for it. It is excellent in luring clients and boosting revenue in addition to being essential for data analysis and other activities. Complex jobs are made easier by the elasticity, wide network connectivity, simplicity, and reliability. This on-demand self-service is unquestionably a historic technological innovation.