How Cloud Communication Is Helping Businesses Amid COVID-19 Crisis?
There are soon going to be 2.1million
cases of coronavirus, and the situation is less likely to improve anytime
soon. Governments around the globe have ordered partial or total lockdown to
stop the spread of coronavirus. These lockdowns are already affecting
businesses as they have to close offices and adopt remote working.
Remote working is the best chance we have got to flatten the curve of coronavirus while ensuring business continuity and mitigate the hard-hitting economic situations. Technology is already playing its massive role in allowing businesses to set up a remote workforce in such a short period.
Along with protecting employees from this ongoing crisis, it
is also critical for your business to ensure that the customer service and
product support operations run without any disruptions. Missed customer calls
or your customers not being able to connect with your agents is a grave mistake
that you should avoid during this coronavirus crisis.
If you are using cloud communication solutions for your business requirements, then it will be a lot easier for your organization to implement its business continuity plans. On the other hand, if you still have not migrated your telephone system to the cloud, you should give it a shot because of the unprecedented benefits it offers.
While working from home, you have to ensure internal team
communication and continuously monitor your customer service operations.
While it may be hard to gain new customers at this moment,
it is relatively easy for you to retain the existing ones. The best way to do
this is not to disappoint your current customers with a miserable experience.
Let’s now see how cloud communication can help your business during this
worldwide pandemic.
How Cloud Communication Is Helping Businesses Mitigating Losses Due To COVID-19 Crisis?
1. Instant meetings
Meetings are crucial for businesses to facilitate the free
flow of ideas between management, executives, and other stakeholders. Now that
everyone has gone remote to maintain social distancing, meetings have become
even more important to stay connected.
A cloud communication solution allows you to set up instant
meetings via audio and video conferencing. With the cloud PBX conferencing
features, you can bring all the stakeholders on a single platform to discuss
business operations and make critical decisions.
Check out our previous article, where we have covered call conferencing in
detail.
2. Never miss any customer’s call
It doesn’t matter from which location your employee work;
with cloud communication solutions, you can quickly route the calls of your
customers to the agent with just a few clicks.
Best of all, all of your previous configurations such as IVR, voice broadcast, predictive dialers, etc., will continue to work as it is. All you might have to do is route calls to your agents’ cell phones. After that, your agents will be able to work as usual from their homes by accessing their accounts and handling calls via their cellphone.
3. Deliver exceptional customer service
With a secure and scalable cloud communication service, you
can extend your telephony solutions to deliver excellent customer service. You
can reduce the average hold time for customers by utilizing an auto attendant
or virtual receptionist. With this, you can instantly answer customer calls
with a personal greeting or an informational message. There are many other
contact center KPIs such as the average transfer rate, call pickup rate, etc.,
that you can measure and improve your customer service.
4. Voicemails
In case none of your agents are available to take calls,
then with a cloud communication solution, you can forward users’ calls to
voicemail. Your customers will be able to leave a message for your business
after a beep, which you can access from anywhere by logging in to your online
portal.
Best of all, you can also set up scheduled email reports for
calls going to voicemails and direct your staff to give those customers a call
back on a priority basis.
5. Call Recordings
With a cloud-based PBX system, you can opt to record inbound
and outbound calls for quality analysis. Listen to the recorded customer calls
and pay attention to the issues that they are facing amid this COVID-19 crisis.
Make a list of the problems and then solve them proactively so that other
customers don’t experience similar issues.
6. Business Continuity
COVID-19 has proven the fact that natural disasters can hit
businesses any time, and therefore having a business continuity plan has become
increasingly critical. Cloud communication can support your business continuity
plans by keeping your telephony solutions intact and run without any
disruptions.
With cloud solutions, you can facilitate the remote working
of your employees and also taking care of their collaboration requirements.
Unified communication is a new trend that allows agents to offer excellent
customer service and connect with other team members seamlessly from a single
platform.
7. Data Security
As the significant active workforce around the globe is now
working from home, data security is now a serious concern for companies.
However, cloud communication makes security an easy task as it offers end to
end encryption and other security measuresto maintain data integrity,
confidentiality, and concealment.
Apart from security, cloud communication providers usually
adhere to several data privacy laws that span around the globe, such as GDPR,
CCA, HIPAA, etc.
Therefore, with a great cloud communication solution, you don’t have to worry about implementing a secure architecture to facilitate team collaboration and allowing employees to access critical data from their homes.
8. Data Backup
Cloud technology keeps the communication data of your
company replicated on multiple locations around the globe. Therefore, if any of
your servers goes down due to any unfavorable events, your communication is not
disrupted. Cloud technology automatically allocates a new server at a different
datacenter, which can be located anywhere in a safe position.
Wrapping Up
Operating business amid this COVID-19 crisis is an uphill
task for CEOs and managers. In this article, we discussed how cloud
communication can help your business during this humanitarian crisis by
ensuring business continuity and keeping your communication operations up and
running.
Getting started with cloud communication is easy, if you
have any doubts, then connect with our Solution Consultants by clicking on the
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