As technology infiltrates every aspect of our personal and professional lives, customer experience has become the key driver that determines a product or service’s growth or success journey. Where once price was the biggest consideration for customers, increasingly, the quality of their experience with the brand is becoming an important consideration for customers to decide where they take their businesses. Naturally, in such an environment, businesses are rapidly realigning their processes with customer centricity in mind. According to the 2018 IDG Cloud Computing study, 57 percent of the business leaders surveyed said that improving customer services and experiences was one of the main reasons for investing in cloud solutions.
With the growing popularity of cloud, it is obvious that cloud computing is the avenue organisations are turning to in the hopes of finding solutions that best serve their customers and give them an advantage over their competitors. Here are some of the most significant ways in which cloud impacts and improves customer experience.
Unlimited access — anytime and anywhere
One of the most basic considerations that can ensure higher satisfaction among customers is the ability to access data at any time and any place that is convenient to them. From retail to healthcare to insurance, when customers are able to log into applications that are mostly self-service and allow them to access varied features, products and services at all times, there is little reason for them to look at alternatives.
It is only when data is stored on the cloud that it can be accessed from anywhere in the world, from any device and at any time. Additionally, cloud-based services like identity management solutions can help organisations automate certain processes that improves customer service — such as when it comes to providing support at odd hours of the day or night, or navigate through a wider selection of products, services and other benefits provided to loyal customers. When access to data is restricted due to the geographical and time considerations of in-house infrastructure, customers can get frustrated due to the long wait before they are serviced.
And businesses know how even small delays can negatively impact their businesses. A study conducted by security and delivery provider Radware found that a site that takes 5 seconds to load results in 38 percent fewer conversions than competitor sites that load faster. Here’s another important number: The optimal load time for a site is about 3 seconds, far lower than the average load time which stands at 7.25 seconds. By moving data centres to the cloud and automating critical operations with the help of cloud-based services, businesses can ensure that the site is available for visitors at all times as well as significantly improve load time.
Personalised experiences thanks to data collection and analysis
The cloud, with its endless capacity to store data as well as unlimited access to data at all times, places organisations in the unique position of generating and collecting large volumes of data, given that most of us move in a world of connected devices. This can help businesses understand and service their customers better, while also create opportunities for technological advancements with more personalised IoT-based solutions. Data stored in the cloud can help businesses analyse and predict customer behaviour based on the interactions they have with the brand at various touch points, whether online and in-person. The more the amount of data available to businesses while making decisions about additional features or whole new IoT-based products, the bette they will be able to serve customers and the higher their chances of success
As customers relinquish more and more of their data to businesses, they also expect businesses to take every precaution possible to guarantee the security of their sensitive data, especially in the case of financial products and instruments. This puts an immense pressure on businesses with local data centres to make large capital investments to ensure security. Reputable cloud hosting companies have both the requisite experience and expertise in securing servers against attacks and data breaches, guaranteeing maximum protection of digital information. By using them, businesses are able to free up resources for other goal-oriented tasks instead of diverting them towards maintaining security standards.