Customer Service Moves to the Cloud

Grazed from WindowsITPro. Author: Sameer B.

As more cloud-based technologies become available and their security and functionality improves, more companies are moving to the software-as-a-service (SaaS) model for all of their enterprise applications. The use of online software for customer service has lagged slightly behind its use in other areas, but it is catching up.

According to a Forrester Research survey, at the end of last year, only 15% of companies had moved most or all of their customer service and support to the cloud. However, an additional 14% planned to add some cloud-based tools over the next two years. Customer service itself has traditionally been an area where development has been slow, but new cloud technologies are speeding innovation…

An article earlier this year in CRM Magazine characterized the situation thus: “Until recently, customer service trends have been slow moving, because the technology has historically been expensive and cumbersome to upgrade. However, hosted solutions mitigate both of these concerns. Therefore, expect to see more contact centers rely on cloud-based technologies.”…

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