Three out of four consumers now expect firms to use new technologies to create better experiences, including customer service, according to Salesforce. The good news is that numerous solutions exist to meet these expectations. Cloud-based technologies could be key to supporting more widespread deployment of contact centers for small businesses. It's a market that is expected to grow at a compound annual growth rate of nearly 25% over the coming years to exceed $49 billion by 2025.
Unfortunately, many smaller businesses don't use contact centers because of a range of perceived challenges, especially regarding the time and resources needed to support call center deployments.
For one, they may have inflexible, on-premises hardware that will be difficult and expensive to replace or integrate with newer contact center technology. Similarly, siloed departmental technologies could add cost and complexity to contact center deployments and cut into potential value derived from projects. And a lack of in-house technological know-how can make contact center systems seem daunting. On the customer front, omnichannel demands (email, chat, phone and so on) can seem too costly and complex to support. In fact, over half (59%) of contact center agents told Zendesk that customer expectations were higher than the previous year. Finally, there is a risk of downtime and disruption due to the recently-faced COVID-19 pandemic or other major unplanned events, which could have an impact on customer loyalty.
Fortunately, cloud-based contact center solutions overcome many of the challenges listed above because they can offer simple deployment and scalability as well as the flexibility for agents to work from home if necessary. They also come with predictable pricing—and without the need for major hardware capital expenditure.
If your business could benefit from enhancing customer service and loyalty but you don't have the time or money to spend on complex integration and deployment, the cloud may be the right fit for your business.