The term “cloud CX” refers to any form of cloud-based technology designed to improve, manage, and enhance customer experience. From customer relationship management (CRM) to contact centre tools, there are a host of offerings available on the cloud for business leaders today. The question is, why are cloud or “remote” tools so valuable to your business?
Since 2010, the global cloud services industry has risen in size year after year, to the point of a 380% increase by 2020. Specifically, the market for cloud-based contact centers is growing at a rate of 25.8% CAGR, with an estimated approaching value of $45.5 billion by 2026.
If you’re not investing in cloud-based CX solutions yet, now could be the perfect time to take advantage of this incredible opportunity. Here are X reasons to buy cloud CX in 2022.
1. Hybrid Work is the New Norm
The first and perhaps most compelling reason to switch to cloud-based CX solutions in 2022 is the rise of hybrid and remote working opportunities. Today, the employees on the front end of the conversations you have with your customers are working from a multitude of different environments. Some are in the field, others working from home, and some are still in the office.
The cloud is the only way to ensure all of the employees in your team have access to the same aligned tools and resources, regardless of where they are. With cloud CX technologies, your staff members can access the same CRM insights, contact centre functionality, or service desk tools as their peers. This allows for a more consistent level of customer service.
2. Global Scale is Crucial
As the world of technology continues to evolve, it’s becoming much easier for businesses to scale across geographical borders. Part of the reason global scale is now so accessible is cloud functionality. With CCaaS solutions, companies can easily spread their contact centres into new environments as they discover new potential customers and target markets.
CX tools built on the cloud can even give you control over your data, providing sovereignty options that allow you to choose exactly where you want information to be stored. Even if you’re not growing on a global scale now, having your CX environment in the cloud will allow you to grow and evolve seamlessly in future.
3. Business Continuity
During the pandemic, many companies discovered a lack of cloud technology meant a lack of business continuity. Without access to functionality in the cloud, your employees can only continue to offer excellent customer service and amazing sales opportunities when they’re in the office. With cloud CX, on the other hand, it’s possible to leverage technology remotely, so teams can remain productive whatever happens.
The cloud environment will even allow companies to scale or adapt their business performance according to their needs. For instance, when disaster happens and customer queries increase, it’s possible to immediately access additional CCaaS tools and provision new members of staff remotely, without any complex installation requirements.
4. You’ll Innovate Faster
Speaking of being able to adapt your technology and provision new tools quickly, cloud-based CX solutions mean you can also innovate at an incredible rate. If you discover AI technology like chatbots and smart assistants will be able to strengthen your brand image, you’ll be able to implement these tools just by clicking a couple of buttons in the cloud. Deploying new features and solutions takes a matter of seconds, with no engineers or technicians required in-house.
The flexible cloud environment even allows companies to experiment with different tools and innovations risk-free. Many of the leading service desk and helpdesk technologies, for instance, provide free demo accounts where you can explore the functionality before you decide to invest.