Every enterprise has different goals that push their digital transformation strategies. Improving efficiency by empowering the team, creating new business models, and advancing the customer experience are the three basic areas where enterprises focus their goals, but each is expressed in a variety of ways.
Improving the customer experience is emerging as the single most important factor in digital transformation. It is the key differentiator for enterprises hoping to outpace competitors. Younger generations, in particular, are less likely to be loyal to a brand over the long haul if they can see that another company offers a better experience.
This is the reason that an enterprise’s first priority for digital transformation should be moving the call center to the cloud. It’s no longer good enough to have a polite, friendly customer service representative answering the phone. These representatives must have access to enough information for the customer to believe that the customer service rep knows a little bit about them.
It used to be normal to call into a company about a problem with an order you received and be requested to repeat your order number several times as you are forwarded to one department after another in search of the right solution. Today’s customers know there’s the potential for companies to be smarter about handling their information, and they are aligning their loyalty with those companies.
This is why it makes sense to make moving the call center to the cloud the first goal of any digital transformation process. Doing so comes with a variety of key benefits:
- Team members access the history of customer conversations through a single application, whether those conversations took place over email, text, or on a voice call. Customers will no longer need to repeat the entire history of their interactions with the company, and the customer service rep will seem to “know” the customer.
- Customer service can not only resolve customer issues, but also take a proactive, predictive approach to serving customers. For instance, if a customer encounters an unauthorized line item on their invoice, a simple online chat would clear it up. The next time that invoice error occurs, the customer service rep will see the history and the customer will not have to explain the entire situation to get the necessary adjustment made.
- Moving the call center to the cloud helps the company remain on the cutting edge of technology, as cloud providers make frequent updates to improve quality and features.
Need assistance in defining the priorities for your digital transformation plans? Contact us at Cory Communications, where we have access to the latest cloud call center technology to fit your needs.