Effective customer support technologies are essential for businesses aiming to provide prompt, efficient, and personalized support. In recent years, companies across various industries have increasingly been switching from traditional on-premises solutions to cloud-based customer support systems.
However, this change goes far beyond the technological realm. Indeed, moving to cloud-based solutions represents a strategic decision that aims at addressing the issues associated with scalability, flexibility, and cost-efficiency, and ensuring that customers receive exceptional experiences. As customer support needs continue growing, enterprises realize that cloud solutions are required to maintain efficiency. Today, cloud-powered contact centers represent the basis for digital customer support strategies across the globe.
Understanding Customer Support Systems
Customer support systems represent the set of technologies, platforms, and tools designed to help enterprises effectively manage interactions with clients and provide them with necessary help through such channels as:
- Voice calls
- Emails
- Live chats
- Social media accounts
- SMSs
- Video communication
- Self-service portals
In essence, customer support systems allow enterprises to handle customers’ queries, technical issues, complaints, and other questions efficiently. In turn, contemporary enterprises increasingly rely on customer experience software and cloud call center technologies to manage their customer communications efficiently.
Rise of Cloud-Based Contact Centers
The shift to cloud-based contact centers continues at unprecedented speeds.
The industry statistics demonstrate the current trends well:
- In 2008, the share of cloud-based contact centers stood at merely 2.2%
- By 2011, the adoption rate increased to 5.9%
- In 2013, six out of ten contact centers intended to move to the cloud
- In 2015, the adoption rate reached 18%
- At the end of 2016, almost half of the Global 1000 companies had their customer data in the cloud.
What Is Cloud Migration?
Cloud migration represents the transfer of applications, databases, communication systems, and other operational processes from on-premises infrastructure or locally installed applications into cloud-based environments.
In relation to customer support operations, cloud migration means that traditional contact centers are replaced by cloud-hosted platforms that can be used via the internet.
Types of Cloud Migration
There are three major types of cloud migration:
Software as a Service (SaaS)
SaaS is currently one of the most popular cloud migration models.
In essence, this approach assumes hosting applications on the cloud and accessing them via web browsers without the need to install software locally.
Contact centers benefit from this solution because SaaS-based customer support platform solutions provide:
- Accessibility from anywhere
- Low software installation requirements
- Low infrastructure costs
- Automatic updates
- Collaboration opportunities
Thus, enterprises that use helpdesk software based on SaaS can significantly enhance their agility while saving time on IT maintenance.
Examples of SaaS-based solutions include cloud CRM software and other applications for customer communications.
Platform as a Service (PaaS)
The Platform as a Service (PaaS) cloud migration approach allows enterprises to transfer their application development environments to the cloud.
By adopting this approach, enterprises can:
- Develop and deploy customized applications quickly
- Integrate third-party hardware and software
- Tune applications to particular enterprise requirements
The benefits associated with this approach include scalability, automation, and shorter development cycles. Thus, PaaS represents an effective way for enterprises that intend to develop customized customer experience software.
Infrastructure as a Service (IaaS)
Finally, IaaS migration represents the transition of computing infrastructure elements, such as:
- Servers
- Networks
- Storage capacity
- Operating system
from on-premise infrastructure into cloud-based systems.
IaaS solutions imply that enterprises can enjoy on-demand cloud infrastructure offered by cloud service providers.
Major examples of IaaS include:
- Amazon Web Services (AWS)
- Microsoft Azure
- Google Compute Engine
This type of migration provides enterprises with virtually unlimited scalability, mobility, and infrastructure options without the need to spend time maintaining physical servers.
Why Enterprises Are Moving Customer Support Systems to the Cloud
Cost Saving
The primary reason for cloud migration is its cost-effectiveness compared to traditional systems.
Indeed, establishing an on-premise contact center usually requires substantial expenses, including:
- Hardware costs
- Space required for server rooms
- Licensing costs
- Continuous maintenance
- Employment of IT specialists
- Infrastructural changes
On the contrary, cloud-based customer support systems do not involve any of these costs.
Instead, enterprises pay only for their subscription plans and enjoy access to high-quality cloud-based solutions that can be utilized by employees using:
- Stable internet connection
- Computers or laptops
- Headsets
- Access to cloud-based platforms
Thus, cloud contact center solutions are much cheaper compared to the alternatives available.
Fast Deployment and Implementation
Another benefit provided by cloud-based platforms is fast implementation.
The process of launching a new on-premise contact center takes considerable time due to the necessity of:
- Buying hardware
- Configuring server rooms
- Installing software
- Performing various IT operations
- Setting up networks
Cloud contact center solutions can be deployed relatively fast and allow enterprises to:
- Start working faster
- Respond quickly to market demands
- Deal with seasonal traffic peaks
- Grow rapidly
Scalability and Flexibility
Scalability is another benefit provided by cloud-based solutions. Indeed, scaling traditional systems requires additional investments related to:
- Buying additional hardware
- Configuring servers
- Updating software
Scaling cloud-based customer support solutions implies instant adjustment of system parameters.
Thus, enterprises can scale:
- Amount of agent seats
- Channels for communication
- Storage capacity
- Processing power
- Geographic operations
Thus, enterprises can increase resources during peak periods and reduce them when needed without making any substantial investments in infrastructure.
Remote and Hybrid Workforce
Currently, many enterprises adopt a remote or hybrid approach to managing their workforce.
Cloud solutions help in addressing this challenge by allowing agents to work from such locations as:
- Home offices
- Other cities
- Foreign countries
Combining all these opportunities, enterprises can:
- Access the best talents available
- Improve workers’ satisfaction
- Save money on renting office space
- Ensure business continuity in case of disruptions
Remote accessibility has become one of the must-haves for many enterprises.
Improved Customer Experiences
Modern customers demand faster, more responsive, and more personalized customer support.
Cloud-based customer experience software allows enterprises to address these requirements by offering:
- Unification of customer data
- Advanced routing
- Real-time analytics
- Automated processes
- Multichannel communication
Thus, cloud-based customer experience management strategies allow enterprises to provide their customers with outstanding experiences.
Conclusion
Overall, moving customer support systems to the cloud has become an inevitable step for many enterprises due to the following factors:
- Cost-effectiveness
- Fast deployment
- Greater scalability
- Flexibility in working with a remote workforce
- Advanced analytics capabilities
- Improved cybersecurity
- Superior customer experiences
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