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Does Customer Experience Impact Cloud Purchase Decisions?

POSTED ON: September 21, 2020 TAG: Digital Customer Experience

Give your customers a great experience and they end up buying more, being more loyal and sharing their experience with friends. Great! That’s what more or less every company strives for. Then why are so many consumers disappointed? This question is of tremendous importance. Today’s customers are already on several channels—it isn’t just about connecting with brands on the phone or via email, it’s about being everywhere customers are.

The Cloud Experience

In a customer journey, technologies play as the deciding factor for a good customer experience. And cloud is one such technology which has brought people onto one platform, where an authorized user can access documents and applications from anywhere. This makes cloud a crucial supporting technology to deliver a seamless customer experience

There are numerous benefits of migrating to the cloud: financial savings, increased agility, tighter security, and uninterrupted service, just to name a few. However, one often overlooked benefit is the improvement it brings to the customer experience and the positive effects this has on user trust and satisfaction, brand engagement and a company’s online reputation.

It goes without saying that improving the user experience is increasingly important for an enterprise’s success. According to Bloomfire, over 80% of businesses see the user experience as something which helps differentiate between competitors and, by the end of the decade, it is projected to overtake price and product choices as the main reason why consumers choose one brand over another.

Online, where consumers expect immediate, unlimited, and uninterrupted access to information, products or services, businesses that still use non-cloud systems may miss out on the opportunities that the cloud has to offer. Migrating to the cloud provides the tools and services businesses need to participate in today’s competitive, on-demand marketplace, enabling them to enhance the customer experience and reap the rewards of doing so. Below are few ways outlined how cloud migration services can improve your customers’ experience.

1. Allowing access 24/7 service to customers- Gone are the days when customers were prepared to wait for usual business hours to get in touch with the company. Today, they expect online operations to be available 24/7, whether it is to buy products, contact customer support or access online services. Migrating to the cloud allows businesses to put these things in place. For example, it allows employees to connect with work-based applications anywhere they have a connection, which means they can deal with customer service enquiries even when they are out of the office.

2. Improves trustworthiness of the brand- With high availability cloud hosting, the bad press associated with application downtime can be a thing of the past; the security features available from service providers means that there is a reduced risk of IT systems becoming victims of cyber-attacks, infections or ransomware; and the choice of cloud-based tools on offer provides a range of ways to ensure that customers’ needs are dealt with quickly.

3. Offers personalized experiences- Despite data privacy concerns, customers prefer it when companies provide them with personalized experiences. It’s great for consumers seeing products and services that are tailored to their needs and desires and putting these things directly in front of customers allows to improve the bottom line. Cloud computing allows to do this by providing unlimited storage and processing capacity, charged for on a pay-as-you-use basis while allowing the use of widely available big data and AI applications to undertake the data crunching.

4. Ensures effective management of omnichannel customer interactions- Reports suggest that 51% of businesses uses at least 8 different channels for customer engagement. Those organizations who leverage cloud technology to manage these interactions integrate every point of customer data into a central repository. It helps to create data systems that put “the customer in the middle” of everything e.g., their purchases, their shipments, and potentially their service issues, their referrals, their browsing, and really break down those silos. No matter what channel customers choose for interactions, organizations can gather, centralize, and react to that data.

What’s Your Next Move?

Legacy systems can be a roadblock when it comes to designing and delivering positive customer experiences across digital and voice channels. They tend to come with a high cost of ownership, are often inflexible, difficult to integrate with one another and were typically designed for a pre-digital age. Until now there was no single solution able to address all these limitations at once. However, the advent of cloud technology means there is finally a light at the end of the tunnel. Cloud computing will only grow in the years to come, and it’s just as well, considering the plethora of benefits for providers and consumers alike. As customer expectations continue to rise in a congested market, you’d surely like to gain the competitive advantage that cloud computing can provide.

Cloud Optimization Companies Can Help

Not sure where to start? Managed Service Partners can help you optimize your cloud spend and get the most out of your investment. Not sure where to start in choosing one? We’ve compiled a list of 8 tips to consider when choosing an MSP. Read more here!

POSTED ON: September 21, 2020 TAG: Digital Customer Experience

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