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.
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.
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 Chat button below.