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Six Trends Moving the Needle in Customer Care: Cloud

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage.

This series explores six technology trends for delivering smarter and more strategic customer care.

Trend #6: Cloud Enables Customer Care Anywhere

Cloud solutions enable better customer care experiences. Customers can find the information they want about any issue, any time, and anywhere in a secure, safe manner. Connecting with customers is also easier than ever using cloud-based technology that supports digital customer care channels, such as:

  • Mobile video support
  • Live chat
  • Customer portals
  • Knowledge bases
  • Text/SMS
  • Messaging apps
  • Social platforms

Streamlining Data and Customer Care

Cloud platforms allow you to store customer data coming from these channels while providing flexibility and speed at an affordable cost.

For example, we helped GoPro improve its customer service experience and the ability to measure customer satisfaction. Achieving these goals required not only modernizing its technology infrastructure, but also effectively managing customer data, streamlining business processes, and consolidating knowledge bases.

We created a single customer view by implementing Salesforce Service Cloud and cleansing and merging GoPro’s customer data. Salesforce Knowledge and a custom knowledge interface improved search functionality, response accuracy, and email response times.

GoPro can now deliver fast, smart, and personalized customer service. The Customer 360 solution provides the global support team with a clearer picture of its customers and eliminates multiple contact records created in the case management process.

Improving Product Returns with Cloud Integration

Cloud-based solutions also offer an increasing number of valuable add-ons and applications. Analytics and web-based user apps increase productivity and improve overall customer care. However, they can pose integration challenges such as interoperability between different devices and platforms. Integration platforms can connect cloud applications and services, allowing you to synchronize data between applications.

Referring back to GoPro, its return merchandise authorization (RMA) process was cumbersome and inefficient. We overcame integration issues by using Dell Boomi, a specialized cloud-based integration platform. Dell Boomi integrated the legacy system’s functionality to quickly process returns and give product teams valuable insights for improving the quality of its cameras.

Additionally, the new RMA process improved data accuracy and reduced the average processing time by 80 percent (1-2 minutes), leaving GoPro’s customers ecstatic about their service experience.


Learn more about how cloud enables customer care from anywhere in our guide, Top Technology Trends for Smarter, Strategic Customer Care and take a look back at previously posted trends.

 

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