Fear of Change in the Age of the Customer
Sometimes, we need to destroy the status quo to create a new model of engagement. Sometimes, the market does that for us and that can be even scarier. Change is always scary and overwhelming, especially when it comes to technology. But it is inevitable.
The Cloud is changing the way businesses communicate. Businesses have a unique opportunity to capitalize on this major shift to offer a secure, seamless communications experience that is simpler to deploy and more intuitive to use. If you want to play the game, the siloed, broken communications of yesterday aren’t going to cut it any longer.
Regardless of what business you’re in, your customer’s experience is your top priority. Customers increasingly prefer human interaction over digital communications channels, positioning your communications systems as a key enabler for delivering superior customer experience. Cloud communications offers your company a unique opportunity to craft the ideal customer experience, creating a competitive advantage few companies have thought to seize upon. With shifting demands and perceptions, it comes down to the company that’s intrepid enough to pull the trigger first.
Here are a few mindsets that help your organization prioritize customer experience:
Every department is a service department
In today’s highly competitive market, customer loyalty is no longer entrenched as part of our social culture. In fact, 90% of customers today feel that businesses are too slow and unresponsive. 59% of those customers will try your competitor for a better experience, without hesitation. Legacy, premises-based phone systems offer siloed, fractured and inconsistent communications that reinforce breakdowns in employee and customer interactions and slow your ability to provide service. In short, they simply can’t compete with the cloud’s ability to seamlessly integrate communications systems with business applications and processes. The implication is businesses that more quickly adapt to this modern approach to communications will be the clear winner among customers.
Every conversation is an opportunity
Every conversation customers have with your employees provide an opportunity to deliver superior customer service. 20th century PBX systems were never designed to support the remote, distributed workforce of the 21st century. Employees increasingly demand the ability to work flexible schedules from the location of their choosing, across multiple devices. According to a 2015 Citrix and Forrester study in 2015, 85% of employees use a mobile device for work. And yet most traditional PBX systems, with their hardwired infrastructures, can’t easily accommodate needs of this increasingly wireless, mobile workforce.
When employees use tools like personal laptops, mobile devices, Google Hangouts, Skype and Facetime to accomplish this, information leaves company networks to unsecure devices, and collaboration becomes more difficult.
Failure is not an option
Current business communications options, like traditional PBX phone systems, have many shortcomings. One of the most significant is the cost and complexity of ensuring your phones are one of the first services restored after any adverse event. While it is possible to develop an effective disaster recovery solution with a premises-based solution, it is not as seamless and cost-effective as a cloud solution. Moving to cloud-based business communications is a painless way to ensure a disaster doesn’t leave your phones down for hours or – worse yet – days.
New isn’t always better. However, when sweeping technology changes impact the expectations of customers, businesses must keep up. If the only thing holding you back is a fear of change, consider the risks and benefits. What would more accessible employees mean for your business? How could enhanced collaboration improve time to market? What would a 99.99% uptime mean for your profitability? The fact is you must leverage your communications effectively, if you want to remain competitive.
Don’t fear change. Embrace it. Contact CTI Today for a free consultation on how we can help you leverage better communications for the 21st century.