For many businesses, handling customer service concerns can be a significant drain on resources. Consumers often contact businesses with countless service requests, and they come from all different hours through all different channels – over the phone, online, even through text messages and mobile chats. These days, social media has also become a valuable tool for logging consumers’ questions and comments about companies. It can be difficult for companies to keep all the disparate service channels straight.
The cloud can help by bringing much-needed organization and order to customer relationship management (CRM). By using cloud-based CRM resources to run their businesses’ service initiatives, consumer care executives can make sure that no service request goes unanswered and every customer’s inquiry is received, logged and well organized.
Mike Hayes, head of customer support for Komatsu America, recently explained the value of cloud CRM to Bloomberg Businessweek. Hayes is constantly traveling to meet with clients, but using his company’s cloud CRM application, he can stay abreast of his business’ service issues using his smartphone. Hayes is always aware of where his equipment is, and he receives alerts whenever something goes wrong.
“This is essential to customer service,” Hayes said of the technology. “[Customers] know you’re being proactive and responsive.”
Proactivity is the name of the game. Today’s consumers demand fast solutions – whenever the slightest thing goes wrong, they expect companies to address their problems instantly in real time. This was a near-impossible task a decade ago, but the cloud makes it easier for businesses to stay on top of every problem, no matter how minor.
Closing the gap
According to conventional wisdom, large corporations are much better equipped to handle customer service issues than smaller businesses. That may be true to a certain extent, but it’s also clear that cloud computing serves to narrow that gap.
Tech In Asia explains that for small startups, it’s often difficult to roll out large-scale tech infrastructuresovernight, as they can be an enormous drain on resources including time, money and manpower. But the cloud eases all of these concerns, making it easy for entrepreneurs to use simple, affordable, scalable resources for organizing customer service data.
Young, tech-savvy executives want to be able to handle their service concerns quickly while on the go, and the cloud makes that possible. While customer service can at first appear disjointed and overcomplicated, there is technology that ease that problem, and BMI can help companies consolidate their service resources using streamlined solutions.