Improving Customer Service with Cloud
Have you ever wondered what thoughts run in your customers’ minds when they decide to buy or not buy your product? These thoughts can determine whether a particular person is going to buy your product or not. Much of these thoughts are based on a range of factors such as the level of customer service they get from the company, quality of a product, personalization, and more.
A survey conducted by Harris International shows that one in four adults in the US do not feel any brand royalty, while 56 percent of respondents said that they’ll switch brands to get better customer service and personalization. This study makes it clear that customers are still the kings, and companies have to compete with each other to grab their attention.
How can cloud help?
Cloud can provide the infrastructure to store and analyze vast amounts of data that can provide insight into the patterns and behavior of customers. In fact, technologies like machine learning and predictive analytics are based on the cloud.
Machine learning is a process by which you “train” machines using algorithms to look for patterns. When you help these machines to “learn”, they can help you find patterns that humans are sure to miss, especially when you’re sorting through zillions of data. Moreover, machine learning when combined with cloud is a powerful tool as it can access huge data sets including those that are generated on social media, besides information collected by your company. With such huge amounts of data and extensive computing power, it’ll be easy to get the insights you want about your customers.
The best part is you can provide a personalized experience for each customer, and this is sure to boost their loyalty towards your brand. A case in point is the interactive customer service approach by European soccer club Real Madrid. Whenever any user connects with them on social media or visits their website, machine learning algorithms divide them into different subgroups. This strategy is based on the fact that every customer has a different reason to connect with the club. Some customers may like certain players, some would like to know the team schedule, and others might just like the team as a whole.
To give a personalized experience, they are divided into subgroups, and they’re given information based on the sub-group to which they belong. For example, if a fan likes Cristiano Ronaldo and he connects with the team on social media to know more about him, then he gets updates when Ronaldo makes appearances, scores goals or does anything else. This way, that fan gets just the personalized information he wants. Such a customer experience is possible only due to the emergence of cloud, and technologies like predictive analysis that use it.
There are many such examples, where companies have benefited by understanding their customers better. They’re also in a better position to use targeted marketing strategies to increase their revenue and profits.
In this sense, cloud has become a vital tool for providing superior customer service.