Great businesses know that communication is everything now. Embracing the right technology can transform the way companies do business.
From the rise of AI powered chatbots, to mobile communication apps and voice services, businesses have to be more alert than ever to the new technologies defining good customer service.
Gone are the days when shoppers would patiently await a parcel in the post without knowing what day it will arrive. Now they expect to be texted with the time that it will reach them, the name of the delivery driver and confirmation of when it has been dropped off.
We see this in all modern consumer interactions, from being able to track a takeaway pizza all the way from the oven to our door by GPS; to the alerts we expect get when a gym instructor cancels or confirms your class. The list goes on.
A Constant Conversation
Business-customer communication is now a dynamic, two-way conversation: instant, personal and constant. Customers have come to expect immediate, interactive and responsive interaction as a minimum from businesses.
The good news is that through innovative cloud communications, conversations with customers have never been easier to have.
At Vonage we are redefining business communications. True to our roots as a technology disruptor, we are embracing technology to transform how companies communicate to deliver better business outcomes for our customers.
A personalised approach
Uber and Deliveroo transformed the market and won over customers by becoming masters in customer communications. Both of these companies use the cloud to have those conversations on a really personal level.
Furthermore, they could collect more refined and meaningful consumer data more efficiently, gaining accurate and personalised information, based on their customer’s previous usage of the services. This helped these companies to win a powerful customer following, and restore the personal touch previously associated with small businesses – no matter how large they grow.
Service and hospitality-based businesses like hotels, restaurants and airlines are a perfect illustration of the benefits of cloud communication on making the customer experience quick and easy at a time when convenience is king for customers.
For example, by keeping track of the number of times a customer has faced recurring problems trying to locate lost luggage with an airline, cloud communication can help to group issues together and compensate the customer all at once, without placing the onus on them to find evidence of previous disputes.
When a customer orders a take away online or using an app, layering communications APIs and GPS APIs allows the chef to get an alert when the customer is a few miles away – meaning he knows when to put the food in the oven so that it’s still warm when it gets collected.
A bottom line benefit
More often than not, the innovations enhancing customer experience, are also saving businesses time and money that can be invested into crucial other areas.
The ease of use and availability of technology like cloud-based voice API, phone number verification API, and phone number insights API has also had extraordinarily practical implications on productivity.
For example, customers can be quickly identified, inbound calls can be prioritised, responses can be personalized – and all in the blink of an eye, freeing up time for employees to focus on other tasks.
Improving communications through technology does not just enhance relationships with customers, it also has an important impact on the way businesses interact with employees.
In the past, data sharing systems have had separate programmes for interaction between colleagues from a company and between the staff of a business and their customers. Cloud systems now allow for the integration of these traditionally separate systems, streamlining operations in a way that’s beneficial for both employees and customers.
Customers quickly come to expect things that they didn’t even know they wanted. And expectations from our technology are greater than they have ever been before.
With the ever increasing pace at which technological innovations are developing, cloud technology can help companies to know what their customers want before they ask for it.
Roger Vigilance, Marketing Director, Vonage UK
Vonage UK is a global leader in cloud-communications services for small and medium sized businesses.