When businesses had to quickly pivot to remote-working during the pandemic, many became highly aware of the advantages of cloud-based technologies. Facing such disruption head-on and adapting to the changes has led many businesses to move from utilizing on-premise infrastructure to cloud-based platforms. For many organizations, cloud first has now become an organizational directive instead of an option or just a “future initiative”.
When you’re migrating to the cloud, you should take this opportunity to simultaneously build in a way to capture and analyze customer feedback if you haven’t done so already. By utilizing a Voice of the Customer (VoC) platform at the same time as transitioning to the cloud, you can better measure the impact that your migration is having on customers.
Let’s explore additional reasons why you should consider investing in a VoC platform.
1. Manage and measure your cloud migration
In the past, the limitations of many premise-based contact centers meant that VoC solutions were difficult and expensive to integrate. As more businesses move to the cloud and these legacy issues are removed, you can implement seamless VoC experiences that deliver valuable customer information to your business. The richness and flexibility of application programming interfaces (APIs) in most cloud-based contact center technology will support this.
While some cloud technology changes are relatively transparent to the customer, others deliver new functionality and capabilities that change their experiences. This can be received positively or negatively, or even as a combination of both (in different areas). Having a way to measure the value and impact of these changes is crucial. From the moment of implementation and throughout the entire transition, you can collect real-time data on what customers think of changes and upgrades, and how they affect their experiences.
2. Gather customer feedback from new and classic interaction channels
Moving to the cloud brings with it the opportunity to add further interaction channels, such as chat, email, and mobile applications. By collecting and analyzing customer feedback with a VoC solution that covers each and every interaction channel, even as they are added, you gain an improved understanding of how your customers feel about CX across the board.
By incorporating a sophisticated VoC platform like CentraCX, you can seamlessly collect, understand, and crucially, action the customer feedback relating to your new technology. This provides profound and ongoing insights which you can use to positively impact business processes, product development, and customer loyalty.
3. Use your VoC platform to make informed decisions
Cyara CentraCX can integrate seamlessly with your cloud-based contact center platform. It can trigger interactive voice response (IVR) surveys post-call, as well as collect customer feedback via email, web chat, SMS, or any of your other channels. This provides you with multiple options to collect invaluable feedback, enabling you to set up:
- Automatic triggers for post-interaction IVR, email, web chat or SMS surveys
- Surveys that can be triggered by the customer or by specific data
- Associate surveys with agents, teams, business units, and departments
You can use these to track the impact of your decisions and how they affect customer and agent engagement, gaining the necessary insights required by management to back up business cases for further investment. Where you are falling short of customers’ expectations, you can make the necessary decisions, altering your processes to better align with customer needs.
4. Enhance business agility
Cloud-based contact centers have now surpassed on-premise systems as the default choice. There are many reasons for this, but one of the most important is the flexible APIs that many cloud-based platforms provide. Almost by definition, cloud contact centers have network connectivity to other cloud technologies enabling a vast array of capabilities through the API economy.
Combining cloud contact center technology and VoC further enhances your business’s agility. It enables faster execution of changes that you may not have known you needed without receiving the relevant customer feedback. This is the basis for swift and continual improvement that helps organizations to meet their customers’ evolving needs.
5. Manage change and stakeholder engagement with ease
During periods of significant change, such as migrating your call center technology to the cloud, stakeholder engagement is the number one element for success. Where contact center technology is concerned, the key stakeholders are your frontline employees and customers.
Customers are better empowered through the ability to provide feedback about specific changes, and to know that their voice is being heard. For employees undergoing a change process, the empowerment comes from the ability to combine their insights with genuine customer feedback to present a more compelling view of the change to the management team.
Conclusion
Integrating sophisticated VoC capabilities to your cloud-based contact center platform can be one of the most cost-efficient ways to transform your business. It gives you the opportunity to listen to, learn from, and action your customers’ needs while simultaneously providing greater opportunities for internal engagement.
Find out more about how Cyara CentraCX can support your cloud-based contact center and leverage the VoC on our product page.
