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Cloud Technology: Your Customer Service Fire Extinguisher

By Darren Prine

We’ve all panicked about the following: Negative feedback about one of your company’s products goes viral, reaching tens of thousands of people in just a few hours though tweets, social postings and word of mouth.

It’s the stuff of nightmares for customer service managers and marketing professionals, and it begs the question: How would your company react in such an emergency? As in the case with any emergency, your department needs to be prepared to put out the wildfire and perform rapid-response damage control in order to save your brand image.

So, how do you actually gain control of the situation? Your customer service department will be your main extinguishers for stopping the fire. Agents should be ready over all of your multimedia channels including telephones, live website chat, social media and email. Your customers will be calling in looking for answers and to vent frustration. If there is nobody in your contact center to respond, they will be more likely to take their frustration out online which will further hurt your brand.

Cloud-based contact center solutions, like automatic call distribution (ACD) and interactive voice response (IVR) software, are some of the best tools you can use to save your brand image. ACD, for instance, will automatically route incoming calls to the best available agent so that phone lines do not become backed up. Furthermore, an IVR solution will greet callers professionally, offering them a quick and easy path to a customer service agent. A cloud-based platform will also provide real-time customer feedback for agents, which will help them better understand who they are talking to.