Lack of flexibility, scalability, inability to provide a global view of customer interactions, insufficiently trained support personnel, drives to cut costs and issues surrounding security and compliance—these are some of the problems that are faced by brick and mortar support systems, traditionally, instituted by organizations. The cloud has changed the equations. Online support is no longer “complementary” to the brick and mortar service. In fact, the brick and mortar service may be considered complementary to the online support system.
The cloud is a flexible, scalable and on-demand network that can be accessed anywhere, anytime and with any kind of device. The look and feel of the brick and motor support centre can be replicated electronically in the design of the support service portal on the web. New hardware can be added or old hardware replaced without disrupting the existing system. A variety of services such as Network IVR, Speech, Chat, Self Service information collections, customer contact forms and sales service support—can be offered from a dashboard to customers. Administration of the web portal can be centralized and authenticated/authorized support service personnel can be automatically and continuously provided with customer information on demand from the cloud backup that happens continuously or as per schedule in the background of the business. The service levels can be monitored and customer feedback instantly obtained. Costs can be driven down through virtualization.
Support service systems, driven by cloud backup can transform your business in unprecedented ways. Self service systems can be designed and customers can be empowered with information on the different products of the company 24/7/365 by accessing knowledge repositories that are carefully constructed and provisioned. FAQs, articles, blog posts, whitepapers and reports can be included in these repositories.
Customer issues can be resolved faster via the online support portal. Discussions can be initiated in customer forums and comments, validations and crowd-sourced best solutions can be provided with absolute ease. The power of the social media can be harnessed to strengthen the brand image and influence customer sentiment. Customer online profiles, obtained from the cloud backup and customer history, can be used to understand customer needs and deliver just what they want, when they want it. Live agents and chat systems can be incorporated to ensure that customers do not feel deprived of the face to face interaction that was the attraction in brick and mortar support systems.
In short, the kind of support system you can provide your customer is only limited to the extent of your imagination!